Task $1$:

What is Customer Service? Why is it important for service to meet and exceed expectations? Show your understanding with relevant examples.

Task $2$:

What is Personalized Service and why is it important in building customer relationships? Show your understanding with relevant examples.

Task $3$:

Apply what you have understood from tasks one and two $$ by proposing the best course of action for each of the three scenarios below: $[$Content of Work: $30$ Marks; $10$ marks each$]$

a$.$ It is a Saturday evening. The restaurant is full occupancy with a long queue. Two of the groups in the queue are an elderly couple in their early $80$s$,$ and another group has a pregnant woman in her third trimester. It is estimated that it may take at least another thirty minutes to clear the queue. Everybody in the queue is keen to continue waiting. How should you best address the two groups of customers in this queue?

b$.$ On the same busy Saturday evening, a table of customers are angry because their food has not arrived after $20$ minutes of waiting. The service staff has confirmed that their order did not reach the kitchen. How should you best address this table of customers?

c$.$ On the next day of service $($Sunday$),$ an upset customer approached you to complaint and demanded a reason for imposing a service charge on the bill for a takeaway order. How should you best resolve this situation?