Reference no: EM133189428
SITXCCS007 - Enhance customer service experiences
Questions
1 Describe the following conflict resolution techniques
Accommodating
Avoiding
Collaborating
Compromising
Competing
2 Describe, in point form, the steps you would follow to resolve conflict. Answer should include at least 10 points.
3 Describe 5 reasons why it is important to gather customer feedback.
4 Describe 5 strategies appropriate to hospitality that you can implement to gather effective customer feedback.
5 Describe what you should do with the feedback received in Q4
6 Identify 5 strategies that you could implement to identify customer's needs?
7 List 3 ways you could ensure customer feedback is effective.
8 List and explain 8 different ways that could help you deliver superior service to customers
9 Why is following up with clients important? Explain your answer
10 What are the two dimensions of service?
11 Describe five elements of quality customer service
12 List 8 words or phrases that damage customer relationships
13 Identify 6 different common customer needs, and how you can address them.
14 Service breakdowns occur whenever any product or service fails to meet the customers' expectations. Describe the steps you would take to rectify a service breakdown.
15 List 6 factors that may reduce / restrict or prevent service recovery?
16 List and explain 6 things you should know about your customer
17 Describe 2 techniques you could use to anticipate your customers' needs and expectations throughout the service
18 Describe each of the following standards as they relate to working within the hospitality industry
Respect
Integrity
19 Describe 2 different client reward / loyalty programs that are used in the hospitality industry, along with their benefit for a commercial restaurant
20 Describe 5 essential features that should be in any good customer database
21 Describe 2 scenarios where the use of customer databases will help a hospitality-based organisation
22 Describe 3 different customer service need / expectations that relate to the hospitality environment
23 Describe 3 main factors that must be considered when determining compensation for dissatisfied customers
24 What would be the industry acceptable response time for resolving or responding to a complaint?
25 Describe an acceptable response for the following customer complaints incorrect pricing or quotes
delays or errors in providing products or services
misunderstanding of customer requests
escalated complaints or disputes
other team members or suppliers not providing special requests
misunderstandings or communication barriers
unmet expectations of, or problems or faults with, a service or product
26 Describe 5 typical add-ons / up-sells that are inherent in the vast majority of commercial restaurants.
27 Apart from providing discounts or free food, list 5 other methods you can use to help compensate dissatisfied customers
28 List 4 triggers / identifiers that will alert you to a customer that may have some special or specific needs
29 List 3 different types of communication systems including when they are used and what their purpose is
Attachment:- Enhance customer service experiences.rar