Reference no: EM133845300 , Length: word count:2800

Develop and manage quality customer service practices

Assessment Task 1

Questions
Provide answers to all of the questions below.

Question 1: List five principles of quality customer service.

Question 2: Thinking about the qualification you are studying and the industry you would like to work in, answer each of the following questions:

1. Describe at least three examples of professional service standard topics service industry staff may need to comply with.
2. Describe at least three industry expectations of attitudes and attributes that staff who work with customers in a service business.

Question 3: Identify the roles and responsibilities of the listed people in providing quality customer service:

Classification of Person Their role and responsibility in providing quality customer service
Management
Supervisors
Operational personnel

Question 4: Answer the following questions.

1. List three sources of information on current service trends in the hospitality industry.
2. List three sources of information on changes that affect service delivery in the hospitality industry.

Question 5: Explain how the following internal and external environmental changes within the hospitality industry might impact planning for quality customer service. Get top-rated assignment assistance now!

• Change Impact on customer service planning
• Changes in the competitive environment
• Economic climate
• Introduction of new technologies or equipment
• Management changes and organisational restructures
• Recruitment practices
• Trends in customer service preferences

Question 6: Describe the following methods of formal and informal customer research.

Methods of formal and informal customer research Your description

• Analysis of competitive environment and industry service trends
• Customer service surveys
• Customer focus groups
• Qualitative research
• Quantitative research
• Seeking feedback from service delivery colleagues
• Questioning customers

Question 7: Identify the elements involved in the following customer service activities.

• Customer service activity Elements involved
• Developing customer service policies and procedures
• Implementing customer service policies and procedures
• Monitoring customer service policies and procedures

Question 8: Identify three ways you might involve staff in the development of customer service practices as part of your quality service provision.

Question 9: Explain how evaluating staff and customer feedback can be used as a method to help you implement quality service provision.

Question 10: List and explain four methods of assessing the effectiveness of customer service practices.

Methods of assessing the effectiveness of customer service practices Explanation

• Examining overall business performance
• Monitoring the ongoing effectiveness of staff in complying with performance standards and of protocols in explaining required staff practices
• Reviewing targeted customer service indicators
• Reviewing customer satisfaction survey statistics

Question 11: Describe the four methods of obtaining customer feedback about the organisation's service delivery listed below.

Methods of obtaining customer feedback about service delivery Description

• Customer service discussions with employees during the course of each business day
• Discussions with customers
• Formal customer interviews.
• Regular staff meetings that involve service discussions

Question 12: List three types of people who may be surveyed to obtain feedback on customer service delivered by the organisation.

Question 13: Explain why the following sources of suggestions for improvements to customer service delivery can be useful.

Sources of suggestions Explanation of their usefulness

• Customers involved in complaints about the business or who have been in some sort of dispute with the organisation
• Organisations that supply the business with goods and services
• Workers within the business
• Supervisors and managers in the organisation

Question 14: Explain how industry schemes and accreditation schemes improve customer service.

Question 15: Explain how an organisation or industry Code of Conduct improves customer service identifying three possible inclusions in such a Code.

Question 16: Explain how the following organisational policies and procedures can assist in ensuring quality customer service.

Organisational policies and procedures Explanation

• Acknowledging and greeting customers
• Complaint and dispute management
• Authority for different level personnel to resolve complaints, disputes, service issues and customer compensation
• Loyalty programs
• Presentation standards for customer environment and customer service personnel
• Pricing and service guarantees
• Product quality
• Refunds and cancellation fees
• Response times
• Staff training

Question 17: Describe the obligation on businesses under Australian Consumer Law in relation to nominating and charging cancellation fees.

Question 18: Explain the obligation on businesses under Australian Consumer Law in relation to providing information to customers on potential price rises.

Question 19: Identify the legal obligations on businesses to provide a refund to their customers.

Question 20: Describe the obligations on businesses under Australian Consumer Law regarding supplying goods as described or substituting suitable products when unable to do so.

Question 21: Identify formats for and generic headings for contents in organisational consumer protection policies and procedures.

Question 22: Identify generic headings for contents in organisational consumer protection policies and procedures.