Reference no: EM133039991

Q1: List five principles of quality management which you can apply to provide quality customer service.

Q2: List two professional service standards hospitality staff must adhere to.

Q3: What attitudes and attributes are expected by the service industry to work with customers?

Q4: What are the roles and responsibilities of management, supervisors and other employees in the monitoring and provision of quality customer service?

Q5: List two sources of information on current service trends and changes in the hospitality industry that affect service delivery.

Q6: State two changes in the competitive environment which could impact your quality service planning.

Q7: Describe how an economic downturn might affect your quality customer service planning.

Q8: List two examples of new equipment and two examples of technologies which could impact your quality service planning.

- New technologies

- New equipment

Q9: The organisational structure of your company changes, resulting in you being supervised by a different manager. What type of environmental change is this an example of?

Q10: Explain how the recruitment practice of employing trainees instead of experienced employees would affect your quality customer service planning.

Q11: Trends in customer preferences change all the time. This affects how you plan for quality customer service. What type of environmental change is this an example of?

Q12: List ways you would find out about and analyse industry service trends and your competitive environment.

- Industry service trends

- Competitive environment

Q13: Name a common scale used in customer service surveys.

Q14: Your manager has decided to interview a group of customers to get their opinions and beliefs about your customer service. What is this group called?

Q15: Qualitative and quantitative research are formal ways to get information about your customers. Describe the difference between these two research methods.

Q16: Identify two ways you could provide opportunities for staff to give you general feedback or suggestions for content of customer service policies and procedures.

Q17: When questioning customers, what are the main things you need to find out to provide the best possible service?

Q18: List the steps involved in developing customer service policies and procedures.

Q19: To effectively implement policies and procedures, which people in the workplace should you communicate them to?

Q20: State two ways you can monitor and check that colleagues understand customer service policies and procedures.

Q21: Explain how staff, supervisors and managers can be involved in developing customer service practices and making suggestions for improvements to the content of customer service policies and procedures.

Q22: When evaluating staff and customer feedback on surveys, it's important to chart your data so you can accurately review and assess the statistics. Name two ways you can do this.

Q23: There are many ways you can assess and evaluate the effectiveness of customer service practices. List one or more methods/measurements you would use to examine overall business performance?

Q24: You want to find out if the methods your organisation uses to communicate policies and procedures to staff is effective or not. You decide to assess employees' compliance with customer service standards? Which aspect of employee performance management would help you achieve this?

Q25: Write procedure for a customer service duty you commonly perform in your work or training environment.

Q26: Explain how you would review the nature and number of complaints, disputes and responses of customers.

Q27: When is the best time to have customer service discussions with employees?

Q28: When obtaining feedback from customers, which kind of question would you use: open or closed?

Q29: Is it important to hold regular staff meetings that involve service discussions? If so, why? If not, why not?

Q30: Surveys are a good way to get feedback from customers. What are the two types of customer you should always consider and obtain feedback from when doing business?

Q31: When it comes to complaints or disputes, who should you ideally get feedback and suggestions for improvement from?

Q32: Is it important to obtain feedback from suppliers? Why or why not?

Q33: Identify six industry schemes aimed at improving customer service (including but not limited to accreditation schemes).

Q34: What might be included in a policy/procedure on acknowledging and greeting customers? Why would this be important?

Q35: You must ensure you take responsibility for service outcomes and dispute resolution. State the steps you would take to deal with issues and problems to provide quality customer service.

Q36: Where might you find information on different personnel's authority to resolve complaints, disputes and service issues?

Q37: Your company has recently launched a loyalty program. Do you need to have policies and procedures in place in order to ensure the program offers quality customer service?

Q38: Most organisations have internal presentation standards. What do these address?

Q39: You must have policies and procedures in place which ensure your products are of acceptable quality. What are the characteristics of a quality product?

Q40: You must have policies and procedures in place which ensure staff are well trained. List four types of internal or external staff training you could initiate to enhance customer service and increase staff customer service and technical skills.

Q41: Provide a brief description of consumer protection laws in these categories and an organisation's responsibilities under it.