Dimensions of customer expectations and key principles

Reference no: EM133040785

ASSESSMENT TASK: Customer Service

QUESTION 1
a) What are the five (5) overall dimensions of customer expectations and key principles of enhanced customer service as outlined by the Victorian government small business advisory service?
b) Which one (1) of the five (5) overall dimensions of customer expectations you listed in part (a) of this question do customers value first IN MEETING service expectations?
c) Which three (3) of the five (5) overall dimensions of customer expectations you listed in part (a) of this question do customers value first IN EXCEEDING service expectations?
d) What are the seven (7) steps to follow to enhanced customer service excellencesuggested by the Victorian government small business advisory service?
e) What are the six (6) key benefits of strong relationships with customers through enhanced customer service experiences as outlined by the Australian government small business advisory services?
f) What are the five (5) principles of positive communication as outlined by the Australian government small business advisory services for communicating well with customers?
g) What are the two (2) main benefits of regular positive communication with customers as outlined by the Australian government small business advisory services?

QUESTION 2
What are four (4) effective techniques that can be used throughout the service experience to anticipate and determine customer preferences, needs and expectations?

QUESTION 3
List six (6) good practice techniques to communicate and deal with and help to resolve customer conflict whist being sensitive to different social and cultural groups and upholding organisational policy?

QUESTION 4
a) What are six (6) effective methods for enhancing service delivery in response to staff feedback?
b) List six (6) methods for enhancing service delivery in response to customer feedback

QUESTION 5
a) In the travel industry, provide at least fifteen (15) examples of extras and add-ons that may be offered to customers to enhance the customer experience.
b) In the accommodation sector, provide at least four (4) examples of extras and add-ons that may be offered to customers to enhance the customer experience.
c) In the food and beverage sector, provide at least five (5) examples of extras and add-ons that may be offered to customers to enhance the customer experience.
d) In the events sector, provide at least eight (8) examples of extras and add-ons that may be offered to customers to enhance the customer experience.

QUESTION 6
List six (6) common methods that might be used to compensate dissatisfied customers in the hospitality sector.

QUESTION 7
What are the two (2) most important factors to be considered when determining what compensation to provide to dissatisfied customers?

QUESTION 8
List the four (4) differing factors, special needs, customs and practices and behaviours should you be aware of when interacting with and providing customer service tovarious social and cultural groups?

QUESTION 9
a) List the three (3) most common formal ways of collecting feedback from customers.
b) List the two (2) informal ways of collecting feedback from customers

QUESTION 10
Using the template following, list the essential features, conventions and usage of the different types of communication techniques-
a) Verbal communication
b) Non-verbal communication(body language, gestures, silence)
c) Active Listening
d) Written Communication
e) Visual (signs, pictures, graphs etc)

QUESTION 11
Use the template below to list the key features and uses of the different types of communications equipment, particularly in hospitality businesses-
a) Two-way radio ("Walkie-talkies)
b) AV and Digital equipment
c) Near-filed technology equipment
d) Mobile phones
e) iPad

QUESTION 12
List ten (10) key professional service standards and protocols that should be followed by the personnel in the hospitality industry?
Question 13
When working with customers in the hospitality service industry, what are the seven (7) key attitudes and attributes that are expected of employees?

Question 14
What are some of the typical different customer service needs and expectations in the hospitality industry? List at least five (5).
Question 15
List three (3) different types of loyalty programs used in the hospitality industry and outline each.

Question 16
a) What are the five (5) essential features of a customer database used by an organisation in the hospitality industry?
b) Outline below, how an organisation in the hospitality industry uses a customer database?List a minimum of two (2) uses

Question 17
a) What are the four (4) key concepts of quality assurance?
b) What are the four (4) steps taken to manage and implement quality assurance in the workplace.

Attachment:- Workplacement Cluster Assessment Booklet.rar

Reference no: EM133040785

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