Reference no: EM132934971
Question
Over 4 different service periods you are to prepare for and lead a customer service team in a real or simulated hospitality environment. The focus on this assessment is to ensure the organisations customer service policy, procedures and expectations are implemented consistently over the service period. Your team must include at least 3 other people, and will be undertaken in a front of house environment.
You are to:
• Prepare for and lead a Team Meeting
o Arrange and run a team meeting to inform your team of the service periods, along with all goals, objectives and expectations.
o Allocate individual customer service responsibilities
o Ensure your team members are involved in the meeting
o Encourage team members to provide innovative suggestions
o Encourage your team to perform at their best
• Lead your team
o Be a role model throughout the process
o Assist your team members as required
o Ensure your organisations customer service standards are available to customers and staff
o Monitor their customer service performance, and modify tasks where appropriate
o Resolve issues as they arise where possible (within your level of responsibility)
o Adjust service periods customer service standards as required to reduce risk of ongoing customer service practices
o Being a positive role model
o Seek, listen to and react to customer service feedback
Check:
TEAM MEETING: Are you able to
Prepare for and lead a team meeting covering customer service expectations
Outline the purpose of the meeting
Identify an appropriate meeting format
Develop an agenda ensuring it accurately reflected the meeting purpose (if appropriate)
Ensure agenda and other meeting documentation was accurate and free from errors. (if appropriate)
Advise the participants of:
o Meeting time
o Meeting location
o Meeting purpose
o Participant expectations
Confirm attendance for each participant
Chair the meeting ensuring you:
o Begin on time
o Facilitate discussion and group interaction (encouraging diversity of views / opinions)
o Discuss team objectives / purpose
o Discuss team customer service responsibilities
o Discuss team customer service goals
o Encourage team members to excel at customer service
o Provide a supporting environment to encourage complex discussions
o Communicate effectively with everyone as required
o Ensure participants comments and actions are non-discriminatory through effective facilitation
o Ensure meeting stays focused
Monitor customer service delivery including
Welcoming environment maintained
o Area clean
o Area set for service
o Lighting appropriate to venue
o Background noise / music appropriate to venue
o Waiters station stocked and ready for use
o Customer service policy / objectives on show for all to see
Staff presentation
o In uniform
o Clothes free from dirt, stains or creases
o Clean hands and finger nails
o Hair clean / styled / tied back
o Personal hygiene including breath and body odour appropriate
Communication
o Customers greeted on entry
o Appropriate seating identified and allocated (location and size)
o Courteous language used
o Active listening demonstrated including repetition / summarisation
o Appropriate information passed to customer in a timely manner
o Open body language portrayed including smiles, relaxed arms, eye contact, etc.
o Tone and volume of voice appropriate to surrounds
Customer questions / needs
o Assistance offered when required
o Customers questions clarified
o Customers questions responded to in a timely manner
o Customers questions respected
Customer concerns / complaints
o Customers concerns listened to without interruption
o Clarifying questions asked
o Responsibility taken to rectify issues of concern
o Blame not aligned to anyone
o Solutions identified and presented to customer
o Own actions do not exacerbate the situation
Time management
o Activities multi-tasked to ensure focus on customer service
o Demands and requests from multiple customers / staff managed during same period
Customer Service Lapses
o Identify barriers or issues that may cause lapse in customer service levels
o Work through and rectify identified barriers and issues
o Evaluate barriers / concerns and take corrective action to reduce opportunity for reoccurrence.
o Identify actual customer service lapses promptly
o Bring lapse to the attention to staff member involved
o Monitored to ensure quick rectification
o Take action to ensure lapse does not reoccur (advise staff member involved, modify process / procedure, etc.)
Continuous Improvement
o Customer satisfaction confirmed regularly
o Recommendations for customer service improvement identified
o Concepts for customer service improvements discussed with staff
o Improvements made where appropriate during service period
Provide supportive feedback to team as a whole
Own actions demonstrate high focus and level of customer service (as per areas identified above)
Own actions in line with industry expectations (as outlined above)