SECTION 1: provide a quality service experience to customers

1. List five principles of enhanced customer service experience. What common characteristics

represent quality service to customers?

2. Identify six different customer service needs and expectations that you could determine and

anticipate throughout service delivery.

3. You work waiting tables in a crowded, busy restaurant. The matre di has just informed you that a

regular customer with a sight impairment is on table 4. Explain five ways you would look after this

customer.

4. You work at reception in a large hotel. A customer is checking in. According to their customer

profile, they're hearing impaired. Describe four ways you would communicate with this customer.

5. You work as a tour guide. Your booking sheet says that your next group are from Cambodia and

speak very little English. State eight ways you can overcome language barriers when dealing with

them.

_________________________________________________________________________

6. Your hotel is hosting a large international conference. You work in the hotel buffet. List eight ways

to meet customers' special dietary needs.

7. How would you respond to the following non-verbal signs from customers? (25-30 words)

Slouching

Backing away from you

Making eye contact with you from a distance

8. Are the following questions open, closed or reflective?

(25-30 words)

Do you have a loyalty card?

What type of holiday are you looking for?

You mentioned you're concerned about how you would get around the resort. Do you have any

specific requirements regarding transport?

9. Explain five ways to use active listening to develop rapport and facilitate effective two-way

Communication.

10. List six types of external customers.

11. List four types of internal customers.

12. Describe the difference between a product and a service. (40-50 words)

13. List five ways to develop your knowledge so you can advise customers about products and services

Which meet their needs.

14. You should promptly provide products and service which meet individual preferences. This may

require you to prioritise. Identify people you might need to give priority to. (20-25 words)

15. You should use your initiative to provide tailored and additional services and products through

upselling and offering add-ons. Explain the difference between the two. (25-30 words)

Add-ons

Upselling

16. List six extras and add-ons you could offer customers.

17. When should you check the actioning of customer special requests? (40-50 words)

18. Identify four preferences or requests you could remember in order to give personalised service and

a quality service experience to your customers.

19. Explain how providing professional service and enhancing customer service generally is beneficial

to you personally and to your organisation. (40-50 words)

20. State the four types of industry standards you should adhere to.

21. Identify six attitudes and attributes the service industry expects of you.

22. List reasons to liaise and share customer information with your team and manager. (40-50 words)

23. Describe the kind of customer information you should share with team members to ensure

Efficient, high quality service delivery. (50-75 words)

24. Besides team members and managers, identify others you may need to communicate and liaise

With. (25-30 words)

SECTION 2: proactively respond to difficult service situations.

1. Identify six problems common in the tourism, travel, hospitality and events sector.

2. What would you do if a supplier rang to tell you a champagne delivery was going to be late and you

need the champagne for a wedding function? (50-75 words)

3. Describe the skills you would use when discussing a service problem with a supplier or team

member.

(50-75 words)

4. Briefly explain how you can anticipate delays in product provision. (50-75 words)

5. State the steps you would take to address a service delay a customer is experiencing. (50-75 words)

6. Explain what you would do if you couldn't provide a product or service the customer wants. (50-75

words)

7. List four ways you could proactively compensate customers for any service difficulties experienced.

8. You work for a tour company. The tour price for a couple is $300. It costs $75 per person to run the

tour.

(50-75 words)

How much profit do you make on a couple who book a tour?

A couple wants a refund of the entire cost of the tour because it rained. Which of the following

compensations will still allow you to make a profit?

A complete refund

75% refund

50% refund

25% refund

9. What are three things you should consider when providing compensation to the customer?

10. Give four reasons you should provide ongoing internal feedback.

11. Identify four kinds of feedback you should communicate.

12. You should provide internal feedback to avoid future occurrence of problems and customer

disappointment. Describe how to do this using the 'feedback sandwich' technique. (50-75 words)

SECTION 3: Resolve Customer complaints

1. What's the value of staff and customer feedback? Identify five ways staff and customer feedback

can help enhance customer service delivery. (25-30 words)

2. A customer is complaining loudly about your poor service. Explain how you would handle this

situation.

(40-50 words)

3. Give a new colleague three tips on how to use appropriate language when communicating. (40-50

words)

4. Describe the tone, pitch and volume you should use when speaking to customers. (25-30 words)

Tone

Pitch

Volume

5. From the list provided identify which non-verbal communication is appropriate to use in customer

service to develop rapport and promote good relationships with customers, using () to tick your

reply.

Slouching

Smiling

Sighing

Establishing eye contact

Giving customers the body space they need

Pointing with your index finger

Guiding people with an open hand

Crossing your arms

Patting an Indian child on the head

6. Explain why it's important to apply good questioning techniques when communicating with

customers who are complaining?

(40-50 words)

7. List five conflict resolution techniques you can use to establish the facts, prevent escalation, and

work towards an agreeable solution.

8. Describe the guidelines you should follow when taking responsibility for finding solutions to

complaints. (25-30 words)

9. State the eight step procedure usually used in the complaint-handling process.

10. Identify four organisational constraints you should take into account when deciding how to resolve

customer complaints.

11. List three questions you can ask yourself to assess the impact a solution will have on a customer.

12. State four reasons to provide internal feedback on complaints.

13. Identify four areas of the workplace where there is commonly room for improvement.

14. Describe six communication skills to use when suggesting improvements.

SECTION 4: Develop customer relationships

1. List three promotional services you could offer to promote repeat business.

2. Identify four types of customer loyalty programs you could use to promote repeat business.

3. List ten ways to establish rapport with customers.

4. Describe the data contained and maintained in customer profiles, which you can use to provide

personalised, tailored products and services to repeat customers. (50-75 words)

5. Explain the similarities and differences between manual, computer and linked computer systems

used to track customer profiles and data.

(50-75 words)

6. Describe three ways you can develop the technical skills necessary to use computers and data bases

that manage customer profiles and promotional activities.

(40-50 words)

Read the excerpt of this policy and use it to answer true or false questions 7 to 10.

Policy: taking deliveries and recording details of incoming stock

Check deliveries in front of the driver as soon as they arrive. Identify and report any discrepancies or

damage.

Checking for discrepancies

Check that the delivery is ours before the driver unloads it.

Verify the date.

Check our copy of the order against the supplier's delivery documentation.

Make sure they've delivered what we have asked for.

Check the stock itself against the supplier's delivery note or invoice.

Check weights, sizes, quantities, use-by dates, brands and varieties of all stock.

Check that nothing is missing or incorrect.

Recording discrepancies

You must record any stock-related discrepancies you identify by writing problems on the delivery note

or invoice, in front of the driver.

Tick the items you accept (those that are in correct quantity and of good quality) on the delivery

documentation.

Cross any missing items off the delivery documentation.

Cross any items you reject off the delivery documentation. This includes damaged, spoiled or

otherwise deficient, unacceptable stock.

Cross stock off even if it will be redelivered later. New documentation should accompany the next

delivery.

Immediately note stock-related discrepancies (details of missing, deficient or excess items) on the

appropriate place on the delivery documentation.

Are the statements true or false?

7. You should check deliveries as soon as the driver leaves.

8. Write any problems on the delivery note or invoice itself.

9. If you accept an item, mark a cross against it on the delivery documentation.

10. Only cross off stock that won't be redelivered.