Question 1: What are keys steps to have a successful customer/supplier interaction?

Question 2: What are three examples of customer needs and expectations?

Question 3: What are five examples of interpersonal skills?

Question 5: Assume that you work at a caf as a barista, what should you do if you don't understand a complicated coffee order?

Question 6: Imagine that you run a successful caf or bar (or both!) it is Saturday evening - your busiest time! What three factors might alter the delivery of food and drinks to your clients? What should you tell your staff to say to your customers?

Question 7: Based on your experience, what are some signs that will help you assess a customers' other needs for urgency and determine priorities in a retail environment?

Question 8: What are four organisational and legislative requirements that may affect their ability to deliver on client needs?

Question 9: Why is reflective questioning effective in meeting customer needs?

Question 10: What are four examples of poor listening skills?

Question 11: What are four examples of good listening skills?

Question 12: Describe the key elements of effective communication when interacting with customers.

Question 13: Based on your experience, describe at least two limitations that a caf (or another industry that you are familiar with) will have in meeting the requirements of their business.

Question 14: Describe how the following can assist you in customer service:

A colleague assists you

Other customers can assist you

Question 15: Describe three customer service standards that may be seen in an organisation.

Question 16: Describe a situation when you have received prompt service.

Question 17: how legislation affects prompt customer service.

Question 18: what are two opportunities that complaints present to an organisation.

Question 19: What are the steps that you should follow when dealing with a complaint?

Question 20:Name three rights a supplier has when dealing with customer complaints.

Question 21: 'Create fans from complaints'. what it means

Question 22: In addition to generating additional sales, what does interaction with clients provide additional opportunities to do?

Question 23: Why is it important to promote and enhance services and products to customers?

Question 24: Imagine that you are the manager of a restaurant that is open Friday-Sunday for lunch and Wednesday-Sunday for dinner. In one week, the following have been documented:

4 complaints about the wrong meal (2 on Thursday night, 1 on Friday night; 1 on Sunday lunch);

2 complaints about slow service on Thursday night ('not enough staff' according to one customer);

2 meals cold (one on Sunday lunch; not sure of the other);

3 people didn't like their dessert.

a) Review this feedback. Write three questions that need to be asked about staff, processes, table numbers, and menu.

staff -

processes -

table numbers -

menu -

b) Describe one organisational process that could be implemented in relation to one part of this situation.

Question 25: what are three changes that can be made to the Hair salon based on the scenario outlined in this section of your Learning Guide.