Reference no: EM133156035

1. Outline the principles and benefits of enhanced customer service experiences and positive communication.
2. What are the techniques used to anticipate customer preferences, needs and expectations
3. Discuss conflict resolution techniques.
4. What methods can be used to enhance service delivery in response to staff and customer feedback?
5. Give an example of each of the following various extras and add-ons to enhance the customer experience:
   1. Additional destinations
   2. Additional tours or cruises
   3. Cocktails and liqueurs to enhance the dining experience
   4. Coordination services at events and conferences
   5. Entrance to events, festivals and entertainment scheduled during customer stay at destination
   6. Entrance to major attractions at destination
   7. Extra food items
   8. Flight fuel emissions offset fee
   9. Local guiding services
   10. Optional meals and dining experiences
   11. Prepayment of baggage charges
   12. Prepayment of in-flight meals
   13. Pre-travel seat selection
   14. Private car transfers in lieu of regular transportation options
   15. Special offers or packages
   16. Specialised styling for events
   17. Storage for luggage after check-out
   18. Travel insurance
   19. Upgraded accommodation and flights
   20. Wine or boutique beers to match meals ordered
6. Briefly describe the following that you might use in a specific industry sector: 
   1. Professional service standards and protocols for service industry personnel
   2. Attitudes and attributes expected by the service industries to work with customers
   3. Different customer service needs and expectations
   4. Types of customer loyalty programs
   5. Essential features and use of the customer databases
7. Briefly describe the following that you might need to understand in a particular organisation: 
   1. Designated response times for providing service and resolving complaints
   2. Customer service policies and procedures
   3. Complaint handling policies and procedures
   4. Promotional services offered
8. Briefly outline the procedures for responding to the following common customer complaints: 
   1. Incorrect pricing or quotes
   2. Delays or errors in providing products or services
   3. Misunderstanding of customer requests
   4. Escalated complaints or disputes
   5. Other team members or suppliers not providing special requests
   6. Misunderstandings or communication barriers
   7. Unmet expectations of, or problems or faults with, a service or product
9. Provide an example of the following methods of compensating dissatisfied customers:
   1. Negotiating with suppliers on customer behalf to gain reduced rates or extra services
   2. Providing some or all services free of charge or at reduced rate
   3. Providing discount vouchers to attend at a future time
   4. Providing inexpensive add-on products
   5. Providing small gifts
   6. Special attention during the service period
   7. Special customer service delivery on next attendance
10. Outline the following factors to consider when determining compensation of dissatisfied customers:
    1. Financial constraints of the organisation
    2. Profitability of the sale
11. Discuss the awareness of special needs, customs and practices of various social and cultural groups of customers in regards to:
    1. Modes of greeting, farewelling and conversation
    2. Body language and body gestures
    3. Formality of language
    4. Clothing
12. Describe each of the following methods of collecting feedback:
    1. Formal:
       1. Surveys
       2. Interviews
       3. Structured questioning
    2. Informal:
       1. Observation
       2. Casual discussion
13. What are the essential features, conventions and usage of different types of communication techniques and equipment?