-Explain briefly how holding discussions with employees during the course of each business day can assist with obtaining feedback from customers.

-What are three opportunities that present themselves in a hospitality environment for staff to obtain feedback from customers as a result of discussions they have with them?

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-Give three examples of when formal customer interviews may occur with the aim of obtaining customer feedback.

-Describe how seeking staff input into the development of customer service policies and procedures can provide customer feedback to the venue.

-How might customers involved in complaints or disputes by useful sources of feedback on how to enhance customer service?

-How might suppliers be able to provide suggestions on how to improve service delivery?

-What are three ways 'industry schemes, accreditation schemes and/or codes of conduct' can help enhance customer service?

-How do policies and procedures for 'acknowledging and greeting customers' assist in ensuring quality customer service?

-How do policies and procedures for 'complaint and dispute management' assist in ensuring quality customer service?

-How do policies and procedures for 'different level personnel to resolve complaints, disputes, service issues and customer compensation' assist in ensuring quality customer service?

-How do policies and procedures for 'loyalty programs' assist in ensuring quality customer service?

-How do policies and procedures for 'presentation standards for customer service environments and personnel' assist in ensuring quality customer service ?

-How do policies and procedures for pricing and service guarantees assist in ensuring quality customer service?

-How do policies and procedures for 'product quality' assist in ensuring quality customer service?

-How do policies and procedures for 'refunds' assist in ensuring quality customer service?

-How do policies and procedures for 'cancellation fees' assist in ensuring quality customer service?

-How do policies and procedures for 'response times' assist in ensuring quality customer service?