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