Task 3-Quiz

1. Explain the principles of quality customer service?

2. Why is it important for you as a manager to be a role model? 3.

What are the six steps in handling customer complaints?

4.If you were a restaurant manager, how would you monitor service standards at your restaurant?

5. How can you encourage staff to have input into service policies & procedures?

6. How can the The Likert Scale be used in customer surveys?

7. What is the meaning of customer Needs and customer Wants?

8. How can a Training Needs Analysis be used to improve customer service?

9. You notice customer service is very slow. How can it be improved?

10. What are some basic principles of Australian Consumer Law?