Reference no: EM133179449

SITXCCS008 Develop and manage quality customer service practices

Assessment task 1: Knowledge Test

Question 1. What's the easiest way to obtain information about a customer's needs, expectations and satisfaction levels?
(a) Observe their body language.
(b) Ask them.
(c) Do formal research.
(d) Give them a questionnaire or survey.

Question 2. Who should you get feedback about products and services from?
(a) Colleagues.
(b) External customers.
(c) Your manager.
(d) Staff and customers.

Question 3. Why should you review changes in internal and external environments?
(a) So you can ensure internal and external customers are satisfied.
(b) So you can demonstrate your management skills to your employer.
(c) So you can integrate your findings into planning for quality service.
(d) So you can adjust temperature controls and ensure everyone is comfortable.

Question 4. Should staff have an opportunity to participate in the development of customer service practices?
(a) Yes. Staff are more engaged, enthusiastic, loyal and productive when involved in decision-making.
(b) No. Giving staff the opportunity to develop customer service practices would only make the process more difficult and time-consuming.
(c) Yes. Staff need breaks from the normal routine of their jobs.
(d) No. Staff don't usually have the capacity or knowledge to be helpful in developing customer service practices.

Question 5. What is the process of researching the policies and practices of other companies to help set standards of practice in your own company known as?
(a) Continuous improvement.
(b) Quality systems.
(c) Benchmarking.
(d) Quality assurance.

Question 6. What does the development of good policies and procedures help ensure? Choose the best answer.
(a) That staff know how to assemble, disassemble and clean equipment.
(b) That staff provide quality service according to organisational standards and the law.
(c) That staff understand presentation standards for customer service personnel.
(d) That staff do as management asks them.

Question 7. Which of the following options is an effective way of communicating policies and procedures to employees?
(a) Training and coaching sessions, the company intranet, emails and meetings.
(b) Meetings, seminars, SharePoint and staffroom bulletin board.
(c) Emails, meetings and training and coaching sessions.
(d) Word-of-mouth or informal communication.

Question 8. What policies should be made available to customers?
(a) Dress codes, cancellation policies, taxes, surcharges and payment policies.
(b) Cleaning procedures, customer complaint policies and payment policies.
(c) Uniform dress codes and standard operating procedures.
(d) Codes of conduct, taxes and HACCP standards.

Question 9. Where should you keep your organisation's policies?
(a) In a folder locked safely in a centrally located cabinet.
(b) On the wall in the staff tearoom.
(c) In a manual on your office bookshelf.
(d) In a place where they're visible and readily available to staff and customers.

Question 10. Why should you monitor customer service?
(a) To ensure standards are met.
(b) To reduce staff theft and shoplifting.
(c) To ensure customers are satisfied.
(d) To meet your KPIs.

Question 11. What's the purpose of initiating internal or external staff training?
(a) To please internal customers and raise your profile in the company.
(b) To raise workers' awareness of their performance gaps.
(c) To close up performance gaps and enhance customer service.
(d) To reduce absenteeism and increase workers' interest in their work.

Question 12. Who is responsible for service outcomes and dispute resolution?
(a) You.
(b) Your staff.
(c) Your manager.
(d) Your customers.

Question 13. What standards are you required to role-model at work? Choose the best answer.
(a) Organisational personal presentation standards.
(b) Professional standards expected of service industry personnel.
(c) Product, service and performance standards.
(d) All the standards presented in this course.

Question 14. Why should you seek and evaluate ongoing feedback from staff and customers?
(a) So you can decide which staff to promote.
(b) So you can find out which staff to reprimand.
(c) So you can use it to implement quality service and improve performance.
(d) You don't need to seek feedback from staff and customers.

Question 15. What should you do if you identify systemic customer service problems?
(a) Determine which staff members are responsible and discipline them.
(b) Report them to your manager according to organisational policies and procedures.
(c) Adjust policies and procedures to resolve them and improve service quality.
(d) Ring the customer to apologise and offer compensation according to your empowerment.

Question 16. How do you assess the effectiveness of customer service practices?
(a) Review progress against your goals using key performance indicators (KPIs).
(b) Review progress against your goals using key performance areas (KPAs).
(c) Monitor and review staff performance.
(d) Review changes in internal and external environments and your responses to them.

Question 17. What are two ways you can evaluate the results of surveys to improve customer service practices?
(a) Using customer perceived value (CPV) and voice of customer (VOC) strategies.
(b) Using Likert scales and International Organization for Standardization (ISO) criteria.
(c) Implementing quality assurance and continuous improvement approaches.
(d) Analysing performance matrices and customer satisfaction indices.

Question 18. One way to improve service quality is through small, inexpensive, incremental adjustments to policies and procedures. What is the name of this approach?
(a) Quality assurance approach.
(b) Continuous improvement approach.
(c) Consumer protection approach.
(d) SMART approach.

Question 19. Once you've developed or improved upon a policy, standard or procedure, what should you do next?
(a) Implement it as soon as possible.
(b) Document it and place it in the appropriate folder in your computer system.
(c) Instruct your team to pass the information on to other staff members.
(d) Document it and communicate it to all those involved in service delivery.

Question 20. According to Australian Consumer Law what does a hospitality business need to disclose about cancellation fees?
(a) Advise the customer in advance of a cancellation fee, the cost and the circumstances it is charged.
(b) Advise the customer before accepting payment about the cancellation fee and its cost.
(c) Advise the customer in writing about the cancellation fee and cost before the service is provided.
(d) You do not need to disclose any information about cancellation fees.

Question 21. Which of these are hospitality industry schemes that hospitality businesses can participate in?
(a) Accredited Visitor Centre, Australian Tourism Accreditation Program, Eco-Friendly STAR accreditation.
(b) Restaurant rating system, EarthCheck and restaurant rating system.
(c) Hospitality Industry Awards, Michelin Guide, restaurant rating system.
(d) Australian Tourism Accreditation Program, star accommodation rating system and restaurant star rating system.

Question 22. Which of these areas should customer service policies and procedures cover?
(a) Acknowledging and greeting customers, complaints and dispute management and presentation standards.
(b) Acknowledging and greeting customers, research and development, and cancellation fees.
(c) How customer service procedures will be monitored and quality service provision.
(d) Details of expected level of customer service and communication standards.