provide service

docx

School

La Trobe University *

*We aren’t endorsed by this school

Course

361

Subject

Business

Date

Nov 24, 2024

Type

docx

Pages

Uploaded by Sayitsnow

SITXCCS006 Provide service to customers Assessment 3 – Written Assessment (A) Trainee Name Trainee ID Number Trainer/ Assessor Name Submission Attempt Attempt 1 - ☐ Attempt 2 - ☐ Attempt 3 - ☐ Trainee Declaration : "I hereby certify that:  This assessment is my own work based on my personal study/research, in my own words.  I have cited all sources and material used to assist my research for this assessment.  I have not copied or plagiarized any part of this assessment from another student.  I or any other student has not submitted this assessment previously.  I have kept a copy for my own records.  I am aware of the availability of reassessment consistent with the Institute’s Reassessment Policy.  I understand my right to appeal the assessment or reassessment outcome, as per the Institute’s Complaints and Appeals Policy. Trainee Initials Date

Questions 1 What is quality customer service? List 3 principles of quality customer service. Quality customer service entitles on offering efficient, quick and friendly service, to build and maintain strong customer relationships while handling complaints quickly and responding to customer issued on time. Good principles include following up with the negative or positive feedback receiving from the customers, allow time to meet the customer expectations and understand the customer to give them a good customer service. Therefore, giving quality customer service is a way to keep customers coming again and again to the same company while ensuring long- term success. 2 What is positive communication? Positive communication includes constructive, effective, supportive and coloured with all the emotions that we call as good. These characteristics are mentioned as its constituent features 3 Explain the types of nonverbal communications listed below

Body language: it is a non-verbal communication method that uses physical behaviours which are not words and are used to express or deliver the information, this methods may include facial expressions, gestures etc. Facial expression: this is one or more motion of the muscle beneath the skin of the face which forms a nonverbal communication. They are used to convey social information between human and can occur between mammals and other species as well Posture: this is the way that we hold our bodies while standing, sitting or lying down. For example, if we lie down or showing hunch back that means a person is tired Eye contact: this is one of the crucial part in communication. When keeping eye contact on the person means that you are actively listening and paying attention. Gestures: this is also a non vocal communication while giving body actions to communicate particular messages. Gesture is also a movement of the face, hands or other parts of the body Tone of Voice: This is how actually people speak, essentially when you say a loud word . if it is more loud then people may get it that you are very serious about it Touch: this will allow some sensations including pleasure, pain, heat or cold. This is the most fundamental of the interpersonal relationships. Space: when the customer is standing too close when providing a service that will be quite uncomfortable or even too far will make communication barriers 4 How are complaints and customer feedback beneficial to a hospitality organisation? Customer feedback and complaints challenge the way that thigs will be done in an organization. They can be stuck in solid business goals and complaints that help to identify the ways that organization needs to get better and provide better service. It can be also a reality check where organizations are allowed to identify the ways to grow, develop and improve. 5 List 4 reasons why customer feedback is important for the business

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

Help to identify areas that need product improvements Help the business to meet customer satisfaction Help to increase retention of the customers Reliable source for other consumers 6 Listed below are some barriers to communication, what you could do to minimise the effect of each one Barrier Controls Noise Get a quite calm place for communication Cultural differences Respect different cultures Determine and listen to the people who are different other than your culture Limited language skills Be polite Engage with body language for communication Emotional state If not in a good mood to communicate, cool down and control the self and try talking and be engage later 7 How important is non-verbal communication when conveying a message? Explain your answer The importance of nonverbal communication is that it will it will increase the understanding of messages. It non verbal and verbal both get into, it will create a strong perspective on the message being conveyed. And the sender will send the message to the receiver and both the parties will be aware of the intended meaning and can act accordingly. 8 Scenario: A regular customer walks into your cake shop and asks if you sell croissants. You say that you do and go to the back of the shop to get some for her. You customer proceeds to tell you that she has been purchasing croissants from the Bakers Delight store down the road, because she didn’t know you sold them. a. What opportunities do you see with this customer's feedback? b. What could you do to respond positively to this customer's feedback? c. Who would you pass this information onto?

a) Customer wants to buy Croissants and if she know that they sell croissants earlier she may have come to them without going for Bakers delight b) Thank the customer and let her know that we sell croissants and invite to try some croissants at any time she needs c) Into the other staff to remind the competitors around 9 List 4 reasons why staff feedback is important for an organisation? To break bad habits To implement positive behaviours and attitudes Enhance teamwork and team goals They will get more understandable of the operation and understand the competitor markets 10 In your own words, what is meant by effective communication when providing service to customers? Effective communication is the ability to convey or direct information to another party with effectiveness and efficiently. It will not create any misunderstanding and will depend on the customer to customer, the handling methods. When customer feels the effort taken by you to solve their problem they will begin to trust you.

11 Read this interview with Leigh Lockrey, a research officer for Ability Corporation at the Royal Rehabilitation Centre, Ryde, Sydney. Leigh has cerebral palsy. “I live alone and have to shop constantly, so I am quite an expert on customer service for people with disabilities. I am in a wheel chair. Most times when I shop with someone able-bodied, the most common mistake is made: the shop assistant speaks to my friend and not to me. It is assumed that my companion is the customer, not me. Even if it is clear that I am the customer, most assistants continue treating my friend as some sort of interpreter. That makes you feel pretty awful. Another problem I experience is the height of counters in stores. It is almost impossible to communicate from a wheelchair up and over the counter. The assistant should come out from behind the counter and over to me. The third problem is the question of levels. Have you ever tried to talk to someone when they are standing, and you are sitting? It makes the communication very unequal. When I run staff training sessions as part of my work, I get people to talk to each other, one sitting and the other standing. The standing person inevitably dominates the conversation. When people both sit the conversation becomes one between equals. So, I would advise shop assistants to pull up a chair or stool, or to sit on a step next to the wheelchair. Then we can talk more freely. It’s fairly clear that shelving in supermarkets is not too friendly to people in wheelchairs. I need help getting items off shelves which are out of my reach. And some items are heavy or awkward to lift when you’re sitting.” Using Leigh Lockrey’s advice, make a checklist of techniques to use when serving a customer with cerebral palsy. These customers have two barriers to overcome: their wheelchairs and their speech difficulties. Make your notes under two separate headings below. Techniques for serving people in wheelchairs Look at the face when talking to them Recognize the difficult situation when having a person who is in a wheelchair or when handling alone in public, be kind to help them when they need or they are in a problem, in such facts come out of the cashier and hand over the payments or change Try to have eye level contact with the person who is in the wheelchair to make him/ her comfortable Techniques for serving people with speech difficulties Use non -verbal communication including conversation over pictures, facial expression etc Make them be aware and monitor their speech and encourage them to speak in the way they can Do not allow them to repeat the whole thing they said, but just catch some phrases and you can ask again politely

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

12 You work waiting tables in a crowded, busy restaurant. The maître d’ 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. Introduce myself and greet the customer while seeing if he needs assistance Help if needed or requested Offer the menu to the customer Inform the customer about the hot dishes you serve If not customer informed what they need , you can clarify with the customer 13 Describe 4 different techniques for serving people who are deaf or hearing impaired in a hospitality environment? Prevent talking to me from far away or from another room Talk while facing the person directly on the same level and in visible light if possible Convey and speak clearly , slowly , distinctly and naturally Encourage patience to yourself and allow extra time to understand you can ask repeatedly as well 14 List 5 different expectations a customer would have regarding service within the hospitality sector Focus and staff’s attention Serve quickly at all fronts and when seated to the paying bill situation Do not allow unwanted disturbances, create a pleasant and comfortable environment Serve high quality food with standards of the restaurant Cordial experience from the staff while having the dining experience 15 Describe the expected attitude you should have when working in hospitality It may include being positive, enthusiastic , cheerful and generous outlook on life where a person sees how you care about the team, giving instructions and how much do you listen to them and the professionalism and flexibility when communicating with the customers 16 List and describe 6 different attributes that make up a good customer service worker in the hospitality industry.

Knowledgeable, skills and helpful staff Knowledge on food and menu in the restaurant to meet customer needs Helping the customer in request of help or if needed Creating a relaxed and calm environment for an amazing dining experience Allow short wait times, including to serve the food and giving a prompt response, keeping communication promises Request for feedback before leave as it is a critical part for long run of the business and improvement 17 The hospitality industry relies heavily on presentation and organisational hygiene standards. List 5 examples of each standard. Personal Standards:  Tie your hair or cut your hair perfectly  Do not wear any jewellery  Always wash hands before cooking or preparation in the kitchen  Wear clean footwear  Cut nails properly Organisational hygiene procedures :  Always clean the kitchen  Pest control  Inspect the kitchen regularly for any leakages  Use chemicals in the kitchen precautious  Clean the cutting boards after every use 18 When dealing with face to face with a customer, what is the standard timeframes for meeting their requests in hospitality?

Prompt messages to the customer 30 minutes Until the end of the shift Reply in 24 hours 19 There are typically different types of customers we encounter in the hospitality industry. Explain each type of customer listed below: Internal: the customers who are actually participating and contributing towards the business and being a part of the company External: these customers will not directly involve with the organization other than purchasing from the company New: customers who come to the company or business for the first time Regular/Repeat: customers who come to the company or business more than once Visitors: customers who are visiting your company or business, may be tourists 20 In the space provided, you are to provide a step by step process on how to deal with complaints. Step 1-Listen to the customer complain Step 2-Show empathy for customer's concerns. Step 3 -Thank for customer for complaining. Step 4-Apologize with customer. Step 5 -Get the facts. Step 6-Offer a solution 21 What is procedure for acknowledging and greeting the customer?

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

Simple acknowledgements including welcome or hello matters to the customer and indicate that you have noticed them coming in. dress professionally , and make eye contact as well while greeting good morning/ evening etc.. 22 Some establishments have loyalty programs for their customers, list and explain 3 ways to ensure that the loyalty program is successful. With the customer feedback , on how they feel the company serves them while they are loyalty members of the organization offer attainable and favourable incentives, from a loyalty program what we need is customer attraction and retention for that loyalty must be paid with items to meet their expectations Activate loyalists to help to spread the word. 23 All hospitality organisations have Customer Service Policies and Procedures. Define the following terms as listed below:

Pricing guarantees: a promise or an arrangement where the company decreases the price of that product or the service in the future, it will promise a refund for the customers who has paid higher price Product quality: intangible feature that has the capacity to meet the customer needs and maintains the customer satisfaction in order to improve products and informing them defects and deficiencies free Refund policies: this is an agreement known to the customer about returns and refunds, usually it has information about how many days of purchase to return, the return accepted products etc Cancellation policies: usually it is with cancellation of booking, usually having strict policies and includes how many days it will allow to cancel the booking and refund rate for cancellations as well Response times: total time between a requested service and the fulfilment of that request Service guarantees: the customer services of the company and what are the expectations if they are unable to meet the service standards 24 How would your presentation standards be for the following in Hospitality?

Customer Environment: greet the customers courteously and professionally. Actively listening and react for help requests and keep informed with the unexpected delays Customer Service personnel: the normal process time, when they can expect the completion of the task and should inform of the exceptional circumstances Promotional Materials: printed sales documents, product brochures , presentation folders , business cards, in the right environment with right colours 25 What factors would you need to consider when focusing on customer service skills in a hospitality environment? Short waiting times Knowledgeable staff members Released and calm environment 26 How should you compensate customers for service difficulties? Circle one answer: a. Give them the compensation they ask for. The customer is always right after all! b. If they’re nice to you, give them their money back. If they’re not, don’t! You don’t want customers like this to come back anyway. c. Avoid compensating customers for service difficulties as it eats into profits. If you don’t return their calls they’ll get frustrated and give up. d . Be proactive and compensate them according to your individual empowerment and organisational policy. 27 What are three ways to get “formal” feedback for hospitality establishments?

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

Surveys Feedback forms After service phone calls 28 What are two ways to get “informal” feedback for hospitality establishments? Social listening Ratings and reviews 29 What are three things you can do to accommodate cultural differences in organisations? Learning about different cultures Share knowledge result in creative outcome Employee diversity trainings 30 Listed below are the different types of communication techniques used in hospitality. Explain each technique in your own words

Verbal: type of oral communication the message is conveyed via words, sender has released his emotions, feeling and thoughts in form of speech, presentations etc Non-Verbal: includes facial expressions, the tone of voice , gestures , body language etc this communication will reveal clues, and additional information where words cannot express Written: it will send orders, instructions in letters, circulars, manuals, reports etc and it is considered as a formal methods of communication Visual: practise of graphically representing information to create a meaningful message, that may include info graphics, interactive content etc.

provide service

Related Documents