TV : Why is it important to seek feedback from customers about the delivery of customer service and processes used to resolve problems and issues? Technical Institute of Victoria delete backspace Q3: Should the cause and outcomes of this issue be discussed with hotel reception staff? Why/why not?pg up Technical Institute of Victoria nical Insti ded Q3: What factors do you need to consider when compensating customers? List three. arm Role-play 3 Learner instructions You are the hotel manager at the Mayfell Hotel. The hotel receptionist has referred a customer complaint to you. You are unsure of the incident but the customer is demanding to speak to you, as they have been unhappy with the response from hotel reception. It is in regards to overcharging. Read the Role-play background information prior to commencing the role-play. knowledge. During the role-play, you are required to demonstrate the following skills and Use conflict resolution techniques. Prevent escalation. Refer to complaints-handling policy. Identify ways to compensate dissatisfied customers according to customer complaints policy. process. Explain the complaints procedure to the customer so that they are aware of the Ask for feedback on the complaints resolution process. Question and answer Q1: If you are unable to handle this situation, who would you report the issue to? $007 Student Guide Version: 2.1 Date Created: July 2017 wed: September 2019 TOID:21994 CRICOS 02924F Date Implemented: October 2019 Page: 59 of 92Technical Institute of Victoria This assessment requires you to undertake a series of role plays to demonstrate your Instructions for students: ability to interact and communicate with customers in a professional and clear way chnical In when greeting and explaining products and services, and must handle problems and edea service issues. You must also use conflict resolution techniques in a situation. You are required to do the following . Role-plays are to be conducted in an actual or simulated workplace environment. All participants must be briefed on their roles and the desired outcomes of the role-play You must read the background information to help you respond to the situation prior to commencing the activity. according to the customer service policy and procedure. Role-plays can be recorded for further analysis and discussion with the consent of all participants. Complete all the role-plays. Answer all the questions. Role-play 1 . The following resources are required to complete the role-play. . A table or desk to simulate the reception desk. Learner instructions You are a receptionist on the front desk of the Mayfell Hotel. It's Thursday. A customer arrives at the hotel and approaches the front desk. Your role is to greet them, establish their needs and provide appropriate products, assistance and information. Read the Mayfell Hotel overview in the Role-play background information prior to commencing the role-play. During the role-play, you are required to demonstrate the following skills and knowledge. . Make the customer a priority over other workplace duties. . Greet your customer in a polite and friendly manner. Use questioning and listening techniques to determine the customer's needs. Explain and match products and services to the customer's needs. . Seek feedback from the customer about the customer service they have received. There have been new services which the hotel now offers that it didn't before. You are to ensure you refer to these. . Complete the role-play. ITXCCS007 Student Guide Version: 2.1 Date Created: July 2017 ast Reviewed: September 2019 TOID:21994 CRICOS 02924F Date Implemented: October 2019 Page: 57 of 92 TO D:21994 CRICOS 02924F Dare Implementu. UGive LV Page: 61 of 92ded. pg up pg Technical Institute of Victoria orm Role-play 4 a receptionist on the front desk of the Mayfell Hotel. One of the senior cooks 5 from the hotel's restaurant approaches you in the office area behind the front desk. You You work as a rece n't know this employee and have never spoken to them before. They ask you for details about a phone call that you did not make and don't know anything about. It's 4.00 pm and you started work at 3.00 pm. The morning shift finished at 3.30 pm and has departed for the day. In this role-play you are providing customer service to an internal customer. Read the Role-play background information prior to commencing the role-play. Once you have assisted the customer and rectified or referred their problem, seek feedback from your customer about the quality of customer service provided and resolution process used. During this role-play, you are required to demonstrate the following skills and knowledge. Greet your customer in a polite and friendly manner. Use questioning and listening techniques to determine the customer's needs or concerns. Based on the job role, identify if you are unable to meet the needs of the customer, and seek assistance from others, if necessary. service. Recognise and resolve customer problems or delays and deficiencies in customer Rectify problems, delays or deficiencies to customer satisfaction in line with own level of responsibility. If necessary, refer service issues to a higher-level staff member for action in line with organisational procedures, when necessary. . Seek informal feedback from customers. Complete the role-play. Answer all the questions after completing the role-play. Question and answer Q1: What customer service strategies do you use with internal customers? Cso07 Student Guide September 2019 Version: 2.1 Date Created: July 2017 TOID:21994 CRICO5 02924F Date Implemented: October PooRole-play 2 TV Technical Institute of Victoria Learner instructions You are a receptionist on the front desk of the Mayfell Hotel. The hotel is filled with "prt sc people attending two major events - a conference which is held within the hotel, as well as a concert for a well-known musician. A customer who has been staying with you for two days, Barry, approaches the front desk. He looks red in the face and flustered. He is obviously upset. Your role is to greet him, listen to his issue and find a possible solution for his problem. You information. must follow the customer complaints policy listed in the Role-play background . Read the Role-play background information prior to commencing the role-play. During the role-play, you are required to demonstrate the following skills and knowledge. . Use conflict resolution techniques. Prevent escalation. Refer to complaints-handling policy. Identify ways to compensate dissatisfied customers according to customer complaints policy. Question and answer Q1: List three conflict resolution techniques you use in this situation. Q2: According to the customer complaints policy, what are some acceptable ways to compensate customers who have an issue?Q2: If you are unable to handle this situation, who would you report the issue to? Technical Institute of Victoria delete home backspace Q3: Why is it important to seek feedback from internal customers about the delivery of customer service and processes used to resolve problems and issues? enter 24: Should the cause and outcomes of this issue be discussed with the hotel manager or senior manager? Why/why not? Q5: What action could be taken to prevent this issue from occurring again?pa d Technical Institute of Victoria inical Institute eded. Role-play 5 You are in charge of the catering for a three-day conference at the Mayfell Hotel. It is your job to ensure that quality and quantity of food is sufficient for the attendees and conference organisers. You also need to ensure that all dietary requirements have been prma met. You liaise with the chef and the event coordinator to ensure the chef has all the necessary details they need for the catering of the event. You also deal with any issues thef regarding the catering. Any issues that you cannot resolve are referred to the event vo - coordinator or in extreme cases the hotel manager. As far as you are aware, for this conference there are 120 people attending and catering has been ordered for that amount of attendees. The event coordinator is approaching you and it looks like there might be an issue. You are providing customer service for an internal customer. Read the role-play background information prior to commencing the role-play. Deal with the situation and outline what steps you will take to resolve it. Once you have assisted the internal customer and rectified or referred their problem, seek feedback from your internal customer about the quality of customer service provided and the resolution process used. knowledge. During this role-play, you are required to demonstrate the following skills and Greet your internal customer in a polite and friendly manner. Use questioning and listening techniques to determine the internal customer's needs or concerns. Based on the job role, identify if you are unable to meet the needs of the customer, and seek assistance from others, if necessary. Recognise and resolve customer problems or delays and deficiencies in customer service. of responsibility. Rectify problems, delays or deficiencies to customer satisfaction in line with own level If necessary, refer service issues to a higher-level staff member for action in line with organisational procedures, when necessary. Explain what actions could be taken to ensure this does not happen again. . Seek informal feedback from customers. Complete the role-play. Answer all the questions after completing the role-play. Date Created July 2017 leck Octal