SIT50416-Diploma of Hospitality Management

Questions:

Section 1: Develop approaches to enhance quality customer service

1.What three questions do you need to ask when researching information about your customers?

2.Provide two examples of both formal and informal research methods you can use to obtain feedback from customers. 

3.Briefly explain how you obtain feedback from customers and colleagues in your workplace.

4.There are three key questions that need to be asked when putting together any business  management plan. What are they?

5.Provide an example of a suitable customer service goal for your workplace or team.

6.Do you believe staff should be involved in the process of defining goals and objectives?  Explain your answer.

7.List three examples of both internal and external changes that can impact on quality service planning

Section 2: Manage the delivery of quality service

8.List the seven key service areas that should be addressed in a customer feedback system. 

9.Briefly explain how you communicate customer service issues to colleagues at your workplace.

10.List three examples of how you can communicate customer service standards and expectations to staff.

11.How do you provide employees with information about customer service standards in your workplace?

12.Why are personal presentation standards important?

13.Why is it important to take a positive viewpoint towards customer complaints?

14.List four examples of how you can assist and coach staff to deal with customer service issues and take responsibility for service outcomes.

15.Briefly explain the difference between coaching and formal training.

16.Monitoring customer service is not just about observing employees’ face-to-face contact with customers. List four other areas you need to monitor.

17.List four questions you might ask yourself when monitoring customer service in the workplace.

Section 3: Monitor and adjust customer service

18.There are three essential criteria that must be met for feedback to be effective. What are they?

19.Why is it important to obtain feedback on an ongoing basis? Give two examples to explain your answer.

20.Briefly explain a situation when you have used customer feedback to improve performance.

21.In an establishment that values continuous improvement, systems and procedures are always evolving. Do you think this is a positive or negative thing? Explain your answer.

22.List five situations when adjustments might need to be made to standards, systems and procedures.

23.Briefly explain the difference between continuous improvement and quality assurance.

24.Explain what steps you take to ensure that all staff receive information about changes to standards, systems and procedures in your workplace. How do you ensure that casual staff or staff on leave receive the same updates?