You need to answer all questions.
Q1. What do customers expect from service at a quality restaurant or cafe?
Q2. Although we should not stereotype customers, by knowing something about a customer we can anticipate their possible needs. What do you think could be? the possible needs of the following customer types at a five-star hotel?
Q3. Describe an advantage of talking to your customers?
Q4. Describe ‘Qualitative information’ and ‘Quantitative information’
Q5. Describe a formal way that staff can give their feedback on products and services:
Q6. Describe an informal way that customers can give their feedback on products and services:
Q7. What are the advantages of a hospitality business having ‘Standard Operating Procedures’? List at least two.
Q8. How can you involve the entire team in the development of customer service practices?
Q9. List four topics that customer service planning will include:
Q10. As a manager, you have created a new personal presentation policy for all staff members. How can you share this with the work team?
Q11. A manager not only needs to have good customer service skills themselves, but they also need to monitor and adjust or improve customer service when required. List and describe three areas that you need to monitor?
Q12. How can you monitor the above areas? List four ways you can monitor customer service.
Q13. Your hotel offers a service guarantee. What does the term ‘service guarantee’ refer to? Give an example.
Q14. What are the six steps for handling customer complaints described in the student resource?
Q15. You are the Manager of a local pub and have just read the following comment below on the businesses Facebook page. How do you respond and what action/s do you take?
Q16. List five reasons that a business would need to conduct coaching/training:
Q17. What is a ‘Training Needs Analysis’? How can it assist you in improving customer service?
Q18. Discuss the principle of Equal Employment Opportunity (EEO) in relation to training:
Q19. How can you act as a positive role model for the work team?
Q20. How can you seek ongoing feedback from customers to improve performance?
Q21. What is the basic concept of the ‘Star-rating system’ for hotels and motels in Australia? How does this relate to improving customer service?
Q22. What is the Australian Consumer Law? How does it relate to customer service?
Case Study Questions:
Assignment Activity 1
Q1. As a customer service supervisor what specific things do you look for when monitoring customer service at your workplace or a specific chosen workplace – Be specific.
Q2: How would you deal with Mrs. Mary Complaint?
Q3. Complete this complaint record for a complaint about a staff member being rude to a customer
Assignment Activity 2
Choose five products in your business or if you are currently not employed choose a 5-star hotel as the subject of this activity. Describe in detail these products and think of all the questions a customer might ask about them.
Assignment Activity 3
Document the personal presentation standards that you would like in an organisation that provides good customer service. Document these for a chef and a waiter.
Assignment Activity 4
Design a ‘Training Needs Analysis’ for a customer service position in your workplace. If you are not currently working, then you will have to simulate a hospitality work environment.
Conduct ‘Training Needs Analysis’ for your staff identifying areas in customer service delivery where their skills or knowledge may not be to company standards.
Design a brief Training Session which you could deliver to coach your staff in one area of customer service standards, which may be required.
Assignment Activity 5
Create a ‘Customer Service Survey’ for your establishment. If you are not currently working, then you will have to simulate a hospitality work environment. Use the ‘Likert Scale’ technique to ask your questions. You are required to survey 10 customers and present your surveys together with a brief summary of your results.
Using the results from your survey, together with other feedback techniques, identify any areas where customer service problems appear to occur.
- Assignment status: Already Solved By Our Experts
- (USA, AUS, UK & CA PhD. Writers)
- CLICK HERE TO GET A PROFESSIONAL WRITER TO WORK ON THIS PAPER AND OTHER SIMILAR PAPERS, GET A NON PLAGIARIZED PAPER FROM OUR EXPERTS