1 As the manager of the Epicure Training Restaurant what are the principles of quality customer service that you would utilise to ensure that the Epicure remains benchmarking best industry practices.

2 What are the responsibilities of Management, Supervisors and operational personal in providing quality customer service in any leading restaurant?

3 Describe the standards, attitudes and attributes that would be expected to work with customers in the Epicure?

4 In the hospitality industry there are many internal and external environmental changes that can impact on the planning for quality customer service. Suggest three changes that could impact on quality service and how you could both formally and informally research information to provide solutions to the aforementioned changes.

5 You decide to assess the effectiveness of your current customer service practices in the Epicure how would you as the manager go about doing this?

6 As a direct result of the research you completed in the above question, you have decided to implement a quality assurance program into the Epicure. How would you go about implementing this within your restaurant team? Which QA program would you implement and why?

7 Briefly outline the objectives, components and details that relate to consumer protection laws that relate to customer service, and the business' responsibility for:

• Nominating and charging cancelation policies
• Providing information of potential price increases
• Providing refunds
• Supplying products as described or substituting suitable products when unable
• Formats for content of policies and procedures