Reference no: EM133336769
Assignment:
List five principles of enhanced customer service experience and personal communication?
1. What are the personal and organizational benefits of enhanced customer service and positive communication to an organisation? List 2 each.
2. List 4 techniques to anticipate customer preferences, needs and expectations throughout the service experience.
3. Identify six different customer service needs and expectations specific to the hospitality industry.
4. List five conflict resolution techniques you can use to establish the facts, prevent escalation, and work towards an agreeable solution.
5. Identify five ways staff and customer feedback can help enhance customer service delivery.
6. List three extras or add ons you could offer customers at your restaurant during a dinner service.
7. You work waiting tables in a crowded, busy restaurant. The maître d' has just informed you that a regular customer with a sight impairment is on table 4. Explain five ways you would look after this customer.8. Describe the customer service standards expected in a restaurant in reference to each of the categories listed below:
- Personal presentation standards
- Attitude towards customers
- Communication skills
- Service delivery
9. Identify six attitudes and attributes the service industry expects of you, when working with customers.
10. How might customer expectations differ between an elderly customer and a tradesperson on their lunch break dining in a bistro?
11. Identify four types of customer loyalty programs you could use to promote repeat business.
12. List 3 benefits of maintaining a customer data base in hospitality business:
13. List five ways in which the data contained and maintained in customer profiles can be used to provide personalised, tailored products and services to repeat customers.
14. List 5 key aspects of the Customer service policy and procedure of Acumen:
15. Outline key steps of the Acumen complaint-handling policy and procedure.
16. List three promotional services you could offer to promote repeat business.
17. A take away customer is not happy as he feels his meal does not reflect the price as listed on the website? What would you do?
18. A customer is not satisfied with the product and services provider at Acumen restaurant. List at least 5 methods of compensating dissatisfied customer.
19. Outline the steps you would take to respond to a customer complaint experiencing service delay with ordered product or service.
20. Describe steps you would take for responding to the customer complaints in relation to:
a) other team members or suppliers not providing special requests
b) unmet expectations of, or problems or faults with, a service or product
a) other team members or suppliers not providing special requests
b) Unmet expectations of, or problems or faults with, a service or product
21. You work as a waiter in a restaurant. Your manager informs you that a group from Cambodia who speak very little English have made a booking for dinner and are about to arrive. State five ways you can overcome language barriers when dealing with them and describe procedures for responding to customer complaint in respect of misunderstandings or communication barriers.
22. What are three things you should consider when providing compensation to dissatisfied customers?
23. Provide 3 examples of general expectations and requirements which would typically apply to customers from diverse cultures?
24. Give 3 examples of customs and practices you should consider when providing services to following customer group/ categories:
Cultural needs:
Business travellers:
Gender specific needs:
25. List three methods you can use to collect formal and informal feedback from customers.
26. Describe the role of social media and website in customer service. List three social media platforms that aid in customer service.
27. Explain why it's important to apply good questioning techniques when communicating with customers who are complaining?
28. Explain the importance of talking to customers at the end of their dining experience.