Reference no: EM133161472

SITXCCS Develop And Manage Quality Customer Service Practices

Question 1: Define customer service and list the key steps to delivering quality customer service. (40-50 words)

Question 2: Briefly describe five common principles of customer service.

Question 3: What is expected of front of house staff in relation to personal presentation? List at list five specifications.

Question 4: When a customer walks into a restaurant, what four attitudes and four attributes do they expect from front of house staff in relation to customer service?

Question 5: Describe the roles and responsibilities of managers in the provision of quality customer service, in about 50-60 words.

Question 6: Describe the roles and responsibilities of supervisors and operational personnel in providing quality service, in about 50-60 words.

Question 7: Identify any three sources of information on current service trends and changes that affect service delivery in the hospitality industry.

Question 8: Give an example of how each of the following internal and external environmental changes affects the planning for quality customer service.

Question 9: Match the descriptions of formal and informal customer research to the correct type of research method from the box below.
Feedback from service delivery colleagues ; Quantitative research ; Customer service surveys ; Asking probing questions for customer service ; Qualitative research ; Customer focus groups

Description
Method of research

These helps understand whether or not a company's customers are happy or satisfied with the products or services received from the company

These help a company gather customer feedback on a new product or service before they decide to take the concept into development.

This type of research is used to gain an understanding of underlying reasons, opinions, and motivations and provides insights into the problem.

This type of research is used to quantify the problem by way of generating numerical data or data from a larger sample population that can be transformed into usable statistics.

This is the information an organisation's customer-facing employees have about what is actually happening in the field. This type of feedback can come from one's service delivery colleagues in a company.

This involves asking probing questions help to build rapport with clients and obtain information about their needs and wants.

Question 10:

What are three ways of obtaining information for analysis of competitive environment?

Question 11: Mention two ways in which staff can be involved in the planning of improved customer services practices. Why is this important? (Answer both the parts of this question)

Question 12: List eight inclusions in policies and procedures a business must have in place relate to customer service provision.

Question 13: How can you communicate service standards and guarantees to staff? List four ways.

Question 14: Briefly explain the process of evaluation of customer and staff feedback on quality service provision. Your response should not exceed 50-60 words.

Question 15: Explain briefly how examining the following can help assess the effectiveness of customer service practices.

Question 16. Briefly describe any three methods a business can use to monitor the ongoing effectiveness of staff in meeting customer service standard.

Question 17. Give any two reasons why customer service policies and procedures should be monitored and reviewed regularly.

Question 18. In what ways does reviewing numbers and nature of complaints, disputes and responses of customers help in monitoring customer service provision? Explain any three ways.

Question 19. Explain what is the Customer Satisfaction Score (CSAT) and how it is used to assess the effectiveness of customer service practices? (Answer both the parts of this question) (100-150 words)

Question 20 Write a brief note on Customer Perceived Value (CPV). (in 30-50 words)

Question 21. Describe methods of obtaining feedback from internal and external customers. You must mention two each.

Methods of obtaining feedback from internal customers

Methods of obtaining feedback from external customers

Question 22. What is the role of industry accreditation schemes? Describe three industry accreditation schemes.

Question 23. What is a code of conduct and what is the purpose of following an industry code of conduct? Answer in about 80 words.

Question 24. Name and briefly describe one mandatory industry code applicable to the hospitality industry.

Question 25. Briefly describe Australian Consumer Law in about 80 words.

Question 26. What role does the ACCC perform?

Question 27. Write brief notes on a hospitality business' responsibility under the Australian Consumer Law for each of the following:
• Nominating and charging cancellation fees
• Providing information about pricing
• Providing refunds
• Describing products correctly

Question 28.

Explain why an organisation should have standard formats for policies related to customer service, in about 50 words.

Question 29.
How do the following organisational policies and procedures assist in ensuring quality customer service?
Staff personal presentation policy and procedure