Reference no: EM133353501

Choose an area relevant to your area of training in the Tourism, Hospitality and Events Industry. This may include Accommodation Services, Front Office, Cookery, Food and Beverage, Tourism, Travel or Events.

Question 1: Provide an overview of the characteristics of customers you typically would encounter in your chosen field of training. Describe their likely needs and expectations as well as any special needs?

Question 2: Provide 5 examples of products and services you offer in your chosen field. Imagine you are talking to a customer and briefly describe each of the products and services?

Question 3: Provide 3 examples of add-ons and extras available in your area and explain the benefits or advantages to the customer if taken as a package?

Question 4: Choose 1 of the add-ons or extras and describe 2 methods for how you could effectively sell the additional item?

Question 5: Provide 3 examples for how you could anticipate the needs of your customers in your service area. This may include special provisions dependent on special needs, service situation, preferences etc. ?

Question 6: How will you ensure all products and services are packaged or actioned before customer delivery, including any variations, add-ons or special requests? How does this enhance the standard level of customer service?

Question 7: Choose 2 of the products or services you described in Question 2. Describe the types of problems which might occur in relation to each product or service?

Question 8: Select 4 of the potential problems you identified in Question 7. Imagine that these problems have been escalated to you to solve. What solutions could you implement to solve the customer's immediate problem and also demonstrate high quality customer service (including replacements, refunds and alternatives)?

Question 9: How would you ensure similar problems could be avoided and service provisions improved in the future? What would this require and how should this be managed within the team in your service area?

Question 10: Explain the procedures for dealing with conflict, outlining the steps and requirements for verbal and non-verbal communication. What are your responsibilities as a supervisor/manager?

Question 11: Provide 3 examples of promotional items or initiatives which could be used in your service area, e.g. loyalty programs, and explain how these would be used effectively?

Question 12: Develop a customer feedback form which would allow collection of:

a. Details of customers to establish a database
b. Responses to questions enquiring about the product and services you provide in your service area
c. Additional comments or feedback from customers
d. Special preferences of a customer

Question 13: Explain how you will evaluate this feedback form, how you would utilise the collected data and how this would be useful to develop an ongoing customer relationship?

Question 14: List 3 examples for customer with special needs or disabilities you may encounter in your work area. What are special requirements are likely for the examples you have provided?

Question 15: List 3 factors which must be considered when you need to compensate a customer to ensure both, the interest of the business and the customer are satisfied?