Reference no: EM133507709

Respond to a customer in crisis

Assessment Task 1: Written Questions

Question 1
In addition to the loss of travel documents, passports and money, what are seven (7) common crisis situations that adversely impact customers in thetourism, travel, hospitality and event sectors?

Question 2
There can be both emotional and physical symptoms of trauma.
a) List three (3) emotional symptoms that could indicate trauma.

b) List three (3) physical symptoms that could indicate trauma

Question 3
Identify four (4) effective communication techniques to use to ensure you offer excellent customer service during a crisis situation?

Question 4
Who are the three (3) work colleagues groups with whom you likely need to communicate in a customer crisis situation?

Question 5
Who are the two (2) family members with whom you likely need to communicate in a customer crisis situation?

Question 6
Who are the eight (8) other (event, travel and tour) organisations with whom you may need to communicate, where relevant, in a customer crisis situation?

Question 7
What are the six (6) elements of best practice that effective communications mut adhere to in times of crisis?

Question 8
What are the five (5) accepted guidelines and standards of confidentiality in organisation crisis care?

Question 9
What are the six (6) best practice recommendations, where relevant, when clients are experiencing a crisis during their travel?

Question 10
What are two (2) of the key roles of each of the following external people and organisations in assisting to manage a customer in crisis?
a) Travel management/ Travel agencies
b) Emergency Services
c) Hospitals
d) Ambulances/Paramedics
e) Police

Question 11
What are the five (5) steps that a person or their travel insurance provider should follow in preparing for the repatriation of a deceased traveller's body?

Question 12
What are the six (6) documents that an airline or other repatriation provider needs to collect in preparing for the repatriation of a deceased traveller's body?

Question 13
a) What are the seven (7) ways the Australian High Commission and Australian Embassies in foreign countries may assist in preparing for the repatriation of a deceased traveller's body?

b) What are the eight (8) specific ways the Australian High Commission and Australian Embassies in foreign countries may not assist in preparing for the repatriation of a deceased traveller's body?

Question 14
What is the procedure that funeral directors need to follow in preparing for the repatriation of a deceased traveller's body? (Identify eight (8) processes/ responsibilitiesas outlined by the Funeral Directors of Australia.)

Question 15
What are the six (6) necessary inclusions for an Incident Report?

Question 16
What are the four (4) key components in the appropriate procedures for reporting and managing customer incidents?

Question 17
What are the key roles and responsibilities of each of the following key staff member areas in effecting crisis management policies and procedures? (list four (4) key roles/ responsibilities for each.)
a) Team Leader
b) Administrative support
c) Finance and Administration
d) Human Resources
e) Information Technology
f) Legal

Question 18
What are the seven (7) stages ofcritical incident reviewing and debriefing?

Question 19
Identify two (2) Australian Federal or State Government or other reputable Australian organisation that can provide sources of medical and counselling assistance in dealing with trauma and crises?

Question 20
a) What are two (2) ways you can help look after yourself with emotional coping after a traumatic event or situation, as outlined by the Australian Psychological Society?

b) What are two (2) ways you can help look after yourself or a colleague by seeking social support after a traumatic event or situation, as outlined by the Australian Psychological Society?

Assessment Task 2: Case Studies & Roleplay

Case Study #1:
You are the Duty Manager of the Ellia Hotel and your responsibilities include the management of guest customer service including dealing with any incidents or emergency situations, complaints, lost property services and so on.
As Duty Manager you have the discretion to let rooms for emergency or other crisis situations at a very low rack rate of $50 per night for existing guests.
Whilst on duty on the Monday morning of 22nd March you are confronted with the following two (2) customer crisis situation which you need to manage-
• At 8.15am you at the reception counter when Sam Simpson, one of the hotel's current guests, appears in the foyer. Sam's partner Les Simpsonalso appears but remains some distance behind Sam. The couple arrived yesterday and are booked to stay for three (3) days.
Sam Simpson starts to come up to where you are standing, but stops and stands about 2 metres away. Sam appears quite anxious and is pointing at something which Sam is holding in the air, while shouting repeatedly "it's positive!, stay back." it's positive!, stay back".
You realise that what Sam Simpson is holding is a Rapid Antigen Test for Covid, with a positive result indicated.

Activity 1 - Respond to and manage Customer Crisis #1
For this task, you are required to participate in a simulation and roleplay to respond to the case study scenario and demonstrate the ability to provide customer crisis care for the customer in crisis, Mr Simpson.
Your assessor will play the role of Clark Simpson, the hotel guest in crisis)and ask other students (not being assessed during this roleplay), to play the other roles.
Roleplay Cast:
As a minimum the following individuals will participate in this roleplay simulation:
- Duty Manager - student being assessed
- Sam Clark, hotel guest - Assessor
- Les Clark, partner of Sam Clark - student #2 (not being assessed)
- Housekeeping Supervisor - student #3 (not being assessed)
General instructions for all role players include:
• Participate inroleplay simulation/ acknowledge information provided
Specific script and roleplay instructions for your role are provided on the page following.
Prior to the roleplay: you will need to access and review the handout- COVID-19 Information for Hotel Guests
Your assessor will provide a general script to the other participants for each role to be played..

During the roleplay you must:
i. determine the scope and severity of this customer crisis
ii. identify ramifications of this customer crisis as described above through discussions with both-
a. the affected customer, and
b. their family travelling companion (Les Simpson)
iii. identify any further ramifications of this customer crisis and the recommended actions you should advise and take as concluded from your review of the handout- COVID-19 Information for Hotel Guests from the Australian Government Department of Health
iv. consider and determine the impacts on the Simpson's ability to continue as hotel guests and participate in the hotel's services, organising relevant operational services to assist them (at any crisis rates available)
v. assess potential impacts on other hotel guests and minimise potential disruption to their services, whilst maintaining professional standards for confidentiality
vi. acknowledge the incident as a customer crisis and communicate details to key people, taking on board any perspectives they may share whilst taking responsibility for managing the crisis
vii. monitor the customer's reactions and severity of trauma
viii. offer any assistance you are able to access relevant service providers to assist with this crisis
ix. provide sympathetic and sensitive support to the customer