PRACTICES Y. I" CHOICE BUSINESS C U l.- L E G E SITICCSUIJS - DEVELDPAND MANAGE QUALITY CUSTOMER SERVICE There are three key questions that need to be asked when putting together any business management plan. The first two questions are 'where are we now?\" and \"where do we want to be?' What is the third question? (a) (b} (C) ([1) What shortcuts can we take? How will we get there? Do we need to employ more staff? What are our competitors doing? Which statement is the best definition of a goal? (3} (b) ('3) (EU Goals are clearly defined statements based on what it is you want your staff to achieve. Goals support an organisation's mission statement and are based on the information in financial reports. They should be attainable and realistic. Goals are negotiated between an employer and employee to determine realistic KPls. Goals should define in clear, measurable terms what it is you want to achieve. They should be attainable and realistic and be linked directly to establishment goals. Should staff be involved in goal-setting processes? (3} (b} (C) ([1) Yes, because you do not want to set goals that the staff are unhappy with. No, defining goals is the responsibility of management. Yes, because it encourages employees to take responsibility for their own behaviour and contribution to the workplace. Staff should only be involved if they have valuable feedback to contribute. Which of the following managers fails to communicate customer service standards and expectations to staff? (3} (b} (C) (EU 'I provide detailed information about customer service standards and expectations to staff at induction.\" 'I get staff to participate in different roleplay scenarios to teach them about customer service standards and expectations.\" \"Staff in our workplace undergo customer service training in the workplace to highlight our standards and expectations.\" 'We only employ people who have experience working in the customer service industry, so coaching is not required in our workplace.\" Choice Business College Pty Ltd ABN 28 130 302 000 I RTE] 4129? I CRICDS PROVIDER CODE 0344\": V it! Last: updated 1911.11\": 21.! ll! PRACTICES 10. I" CHOICE BUSINESS C U L L E G E SITICCSUIJS - DEVELDPAND MANAGE QUALITY CUSTOMER SERVICE Which of the following statements about personal presentation standards is false? (3} (m (C) (EU Personal presentation is more important for staff who interact with customers than other staff who work in the establishment. First impressions count. The way staff dress and present themselves has a direct impact on the establishment. Personal presentation relates to the way you look. your behaviour. posture and communication. Personal presentation is not just about appearances. it is an important hygiene issue. 11. Which of the following statements made by hospitality managers is correct? 12. 13. 14. (3} (m (C) (EU Document presentation has little impact on the establishment or the message we send to customers. Monitoring document presentation standards is the responsibility of the employee. I trust staff to get it right so I can focus on more important things. Document presentation standards are just as important as the presentation of staff and the establishment as a whole. Document presentation is unimportant; it is the information contained in the documents that counts. What is the best way to help staff deal with customer service issues and take responsibility for service outcomes? (3} (b) (C) ([1) Provide coaching in issue resolution and quality assurance processes. Refer staff to service industry textbooks relevant to your workplace. Ask staff to revise existing customer service goals and objectives. Provide coaching in customer service. Which of the following statements is false? (3} (b) (C) (0} Coaching is practical and realistic. Coaching follows a set syllabus with dened performance criteria. Coaching focuses on specific skills or knowledge required on the job. Coaching is provided at the moment it is needed. This can motivate employees to learn. Monitoring customer service is not just about observing employees' face-toface contact with customers. What else do you need to monitor? (3} (b} (C) (0} Quality assurance and financial reports. Email communication, telephone communication. written correspondence and personal presentation standards. Surveys, questionnaires, emails and written correspondence. Face-to-face contact with clients. Cholce Business College Pty Ltd ABN 28 130 302 000 I RTE] 4129? I CRICDS PROVIDER CODE 0344\": V 21! Last: updated 1911.11\": 21.! ll
