1. Why is it crucial for a manager to have in-depth knowledge of internal and external business environments to provide quality customer service? Provide 2 examples each, for internal and external factors:
2. List 3 common ways to make your policies and procedures readily available to your customers?
3. Why is it important to communicate your policies and procedures to your staff and customers?
4. List 2 things that must occur when a change or improvement needs to be implemented:
5. In order to improve the quality of customer service delivered by a business, the existing level of service must be determined. List 4 ways of obtaining customer feedback about your level of service:
6. While you are working a shift, you witness an employee get into an argument with a customer regarding a delay in service. You record the incident and notice that there has recently been an increasing number of disputes between staff members and customers. What would this indicate to you in terms of processes in place and processes potentially lacking?
7. You are reviewing feedback received from customers. List 4 aspects you will review and what this would involve to evaluate responses critically.
8. Describe three methods of formal and informal customer research you can implement to determine your existing level of customer service.
9. How can management changes and organisational restructures affect the business' customer service practices?
10. How can changes in technology affect the business' customer service practices?