SITXCCS501 Manage quality customer service

INSTRUCTIONS
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Question 1: Give 3 examples of ways to obtain information about customer needs through formal or informal research.
Question 2: How does sharing the research information you have gained with your colleagues help enhance team effectiveness?
Question 3: Why is staff feedback about products or services valuable?
Question 4: What does a customer evaluation questionnaire contain?

Question 5: List 3 internal factors a good manager should monitor.
Question 6: List 3 external factors a good manager should monitor.
Question 7: If a similar business to you opened up very close to your current location, would this be an example of an internal or external factor that could impact on your business?
Question 8: Why is it important to involve staff in the process of creating policies and procedures?
Question 9: Why are policies and procedures essential for quality service provisioning?

Question 10: List 3 types of service-related policy and procedure documents.
Question 11: Why is it important to communicate your policies and procedures to your staff and customers?
Question 12: What are some common ways to make your policies and procedure readily available to your customers?
Question 13: Why should you constantly monitor and analyse the customer service being given to your customers?
Question 14: How does using a regular staff training regime help enhance the customer experience?
Question 15: When should staff be trained on policies and procedures?
Question 16: As a manager, being respectful, polite and courteous to your customers is one aspect of setting examples for service outcomes. List 3 others.
Question 17: How does establishing guidelines for complaints help to resolve them?
Question 18: At what point in dealing with a complaint is it necessary to involve management?
Question 19: In order to improve the quality of customer service delivered by a business, the existing level of service must be determined. List 4 ways of obtaining customer feedback about your level of service:
Question 20: One of the steps to achieve quality customer service is to ‘meet and exceed expectations of customers’ – list 2 more.
Question 21: Why is it important to not only monitor service, but investigate the reasons behind goals not being met?
Question 22: Quality management is the process of overseeing, monitoring and reviewing quality service. Quality management can be broken down into 8 sections. List 3 of these sub sections.
Question 23: When assessing and adjusting customer service procedures, why must you make sure the changes are in line with the overall vision and mission of the business?

Question 24: List 2 things that must occur when a change or improvement needs to be implemented:
Question 25: Name a source for finding information about tourism-related data and information.
Question 26: Industry and accreditation schemes help you measure your service against industry benchmarks. Name an industry or accreditation scheme in your industry.
Question 27: If you have a policy relating to charging cancellation fees, when and where should you make your customers aware of that policy?
Question 28: Why could putting a statement like “extra fees may apply” in your small print result in conflict?

Question 29: Why are you not allowed to display a sign which says ‘NO REFUNDS’?
Question 30: A customer has ordered a ‘Premium Sprit’ from your menu. When the waitress goes to get the drink, she finds out you are out of ‘Premium’ and without notifying the customer serves him a cheaper brand. Has she broken Consumer Protection Law?
END OF ASSESSMENT