1. Answer the questions (a-c) for each of the following methods that can be used to assess and evaluate the effectiveness of the customer service practices within your workplace.
2. Explain the methods or process you may need to follow.
3. Provide examples of the reports/documents that you may require and the information that you would be able to access from the reports/documents.
4. Outline the benefit to the organisation of each method.
5. Examining the overall business performance

a)

b)

c)

1. Monitoring the ongoing effectiveness of staff to meet customer service standards

a)

b)

c)

1. Monitoring the ongoing effectiveness of policies and procedures

a)

b)

c)

1. Reviewing the number and type of complaints and disputes

a)

b)

c)

1. Reviewing the number and type of responses of customers

a)

b)

c)

1. Reviewing customer satisfaction survey statistics

a)

b)

c)

1. When obtaining and interpreting the customer service feedback for your workplace, you will consider a range of methods or approaches. For each of the following methods and approaches listed below:
2. Provide suggestions as to how you would implement the method to obtain feedback on the quality for customer service.
3. Explain the benefits for your suggested approaches.

Table 8 Question 10

Method of feedback	a) Suggestions to implement the method to obtain feedback	b) Explain the benefits for your suggested approaches
Discussions with employees during each business day regarding customer service situations
Discussions with customers
Formal customer interviews
Regular staff meetings that involve customer service discussions
Seeking staff suggestions for content of customer service policies and procedures
Surveys of internal and external customers

1. Improvements to customer service can be suggested by customers involved in disputes or complaints, suppliers, and colleagues. Discuss how you would proceed with each of the following improvement suggestions and provide one (1) benefit this could have to your business.

Table 9 Question 11

Improvement suggestions	How will you proceed with this suggestion and what benefit could it provide to the business
Customers involved in a complaint suggests clearer refund procedures
Suppliers suggests new delivery time in the morning due to traffic conditions
Work colleagues suggests purchasing of new coffee grinder to improve quality of coffee served to customers

1. For each of the following scenarios (a-d), complete the following:

• Access regulatory documents on consumer protection laws.
• Provide the requirements (objectives, components, and comprehensive details) that apply to customer service provision and the business' responsibility.
• Discuss how the business has either met or not met their obligations under the Australian Consumer Law (ACL). If not, how can the business improve the situation to comply with the consumer protection law obligations?

1. A customer complains that he was charged a cancellation fee because he cancelled his accommodation reservation the day of this expected arrival. He complains that he should not be charged anything as "how was he to know about the cancellation charge", however on the online booking it clearly states the cancellation policy and associated conditions and fees, and the customer has ticked that he accepted this policy.

1. On Sunday, a customer complains that their bill is 15% higher than the actual cost of the meal. The wait staff direct the customer to the wording on the menu'a surcharge of 15% appliesweekends'.

1. A customer asks for a refund after they saw online that their room charge was cheaper than they paid. The hotel will not issue a refund.

1. A customer has booked and paid for an ocean front two-bedroom apartment in a resort. When they checked in, they are given a double room at the rear of the resort with no view or access to the ocean.

1. Identify and provide information on one (1) example of each of the following and evaluate how it contributes to improving customer service in the tourism or hospitality industry:
2. industry scheme
3. accreditation scheme
4. code of conduct.

a)

b)

c)

1. As a Customer Service Manager in the Hospitality industry, you are required to implement customer service policies and procedures in your workplace.

Discuss each of the following customer service provisions by:

1. Explaining what is involved in each method.
2. Why it is required and the benefits to your business.

Table 7 Question 8

Requirement for customer service provision:	(a) Method involved	(b) Why is it required and the benefits
Developing customer service policies and procedures
Implementing customer service policies and procedures
Monitoring customer service policies and procedures
Involving staff in the development of customer service practices
Evaluation of staff and customer feedback