Reference no: EM133179452

SITXCCS008 Develop and manage quality customer service practices

Assessment Task: Task 2A: Develop quality customer service practice

Q1: List five principles or characteristics of quality management.

Q2: List four types of external customers.

Q3: List four types of internal customers.

Q4: Why should you take the initiative to obtain information on customer needs and expectations?

Q5: List three formal and three informal ways to get information on customers' needs and expectations.

Q6: Discuss how you could obtain formal feedback from customers to research their satisfaction levels.

Q7: What information do companies want to know about when conducting formal customer feedback?

Q8: Identify two ways you could provide opportunities for staff to give you feedback on products and services.

Q9: State three changes in the internal environment which could impact your quality service planning.

Q10: State two changes in the external environment which could impact your quality service planning.

Q11: List the policies and procedures that are created to ensure quality customer service provision.

Q12: Describe how you can protect your plans to ensure customer service outcomes.

Q13: List two professional service standards hospitality staff must adhere to.

Q14: What attitudes and attributes are expected by the service industry to work with customers?

Q15: Provide three reasons you should involve staff in developing customer service practices.

Q16: Explain how staff can participate in developing customer service practices.

Q17: Discuss the similarities and differences between standards, policies and procedures.

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

Q19: Write a procedure for a customer service duty you commonly perform in your work or training environment.

Q20: Provide a brief description of consumer protection laws in these categories and an organisation's responsibilities under it for the following.

Q21: Describe what is meant by total quality management (TQM).

Task 2B: Manage the delivery of quality service

Q22: Which people in the workplace should you communicate policies, procedures and expectations to?

Q23: Identify eight ways to communicate policies and procedures to staff.

Q24: State two ways you can check that colleagues understand policies and procedures.

Q25: List five places you can keep policies so they're readily available to both staff and customers.

Q26: What are the roles and responsibilities of management, supervisors and other employees in the monitoring and provision of quality customer service?

Q27: Write two open questions you could use to start a conversation with a colleague about customer service problems or training needs.

Q28: List four types of internal or external staff training you could initiate to enhance customer service.

Q29: Your customer service team is concerned about a new colleague whose performance is not up to scratch. They say the trainee's bad attitude is affecting customer service outcomes. Describe what you would do.

Q30: State the steps you would take to resolve any team disputes that have arisen from the issues with customer service.

Q31: List four attitudes and attributes you should model as a manager of service industry personnel.

Q32: Describe six ways you can demonstrate responsibility and accountability.

Q33: Explain the purpose of an organisational structure chart.

Q34: List six policies you should make readily available to customers.

Q35: Identify six industry schemes aimed at improving customer service (including but not limited to accreditation schemes).

Task 2C: Monitor and adjust customer service

Q36: Identify typical systemic customer service problems.

Q37: List five ways you can prevent or resolve communication breakdowns.

Q38: Identify three ways you can seek ongoing feedback from staff and customers.

Q39: List four measurements you can use to assess and evaluate your effectiveness when it comes to business performance, customer satisfaction, staff performance, etc.

Q40: Identify six more general methods of assessing and evaluating your effectiveness with regards to quality customer service.

Q41: Explain four ways you can identify when you need to adjust standards, systems, policies and procedures.

Q42: Define the ‘continuous improvement approach' to making adjustments in the workplace.

Q43: Who do you need to communicate new approaches to?

Q44: Provide three tips for communicating new customer service approaches effectively.

Q45: Complete the CSI chart for your restaurant.

Q46: Look at the performance matrix. What is the systemic service problem that will need some attention? delivery.

Q47: List two sources of information on current service trends in the hospitality industry that affect service