Briefly describe five common principles of customer service

Assignment Detail:- SITXCCS Develop And Manage Quality Customer Service Practices Question 1: Define customer service and list the key steps to delivering quality customer service- -40-50 words- Question 2: Briefly describe five common principles of customer service- Question 3: What is expected of front of house staff in relation to personal presentation???? List at list five specifications- Question 4: When a customer walks into a restaurant, what four attitudes and four attributes do they expect from front of house staff in relation to customer service???? Question 5: Describe the roles and responsibilities of managers in the provision of quality customer service, in about 50-60 words- Question 6: Describe the roles and responsibilities of supervisors and operational personnel in providing quality service, in about 50-60 words- Question 7: Identify any three sources of information on current service trends and changes that affect service delivery in the hospitality industry- Question 8: Give an example of how each of the following internal and external environmental changes affects the planning for quality customer service- Question 9: Match the descriptions of formal and informal customer research to the correct type of research method from the box below-Feedback from service delivery colleagues ; Quantitative research ; Customer service surveys ; Asking probing questions for customer service ; Qualitative research ; Customer focus groups DescriptionMethod of research These helps understand whether or not a company's customers are happy or satisfied with the products or services received from the company These help a company gather customer feedback on a new product or service before they decide to take the concept into development- This type of research is used to gain an understanding of underlying reasons, opinions, and motivations and provides insights into the problem- This type of research is used to quantify the problem by way of generating numerical data or data from a larger sample population that can be transformed into usable statistics- This is the information an organisation's customer-facing employees have about what is actually happening in the field- This type of feedback can come from one's service delivery colleagues in a company- This involves asking probing questions help to build rapport with clients and obtain information about their needs and wants- Question 10: What are three ways of obtaining information for analysis of competitive environment???? Question 11: Mention two ways in which staff can be involved in the planning of improved customer services practices- Why is this important???? -Answer both the parts of this question- Question 12: List eight inclusions in policies and procedures a business must have in place relate to customer service provision- Question 13: How can you communicate service standards and guarantees to staff???? List four ways- Question 14: Briefly explain the process of evaluation of customer and staff feedback on quality service provision- Your response should not exceed 50-60 words- Question 15: Explain briefly how examining the following can help assess the effectiveness of customer service practices- Question 16- Briefly describe any three methods a business can use to monitor the ongoing effectiveness of staff in meeting customer service standard- Question 17- Give any two reasons why customer service policies and procedures should be monitored and reviewed regularly- Question 18- In what ways does reviewing numbers and nature of complaints, disputes and responses of customers help in monitoring customer service provision???? Explain any three ways- Question 19- Explain what is the Customer Satisfaction Score -CSAT- and how it is used to assess the effectiveness of customer service practices???? -Answer both the parts of this question- -100-150 words- Question 20 Write a brief note on Customer Perceived Value -CPV-- -in 30-50 words- Question 21- Describe methods of obtaining feedback from internal and external customers- You must mention two each- Methods of obtaining feedback from internal customers Methods of obtaining feedback from external customers Question 22- What is the role of industry accreditation schemes???? Describe three industry accreditation schemes- Question 23- What is a code of conduct and what is the purpose of following an industry code of conduct???? Answer in about 80 words- Question 24- Name and briefly describe one mandatory industry code applicable to the hospitality industry- Question 25- Briefly describe Australian Consumer Law in about 80 words- Question 26- What role does the ACCC perform???? Question 27- Write brief notes on a hospitality business' responsibility under the Australian Consumer Law for each of the following:• Nominating and charging cancellation fees• Providing information about pricing• Providing refunds• Describing products correctly Question 28- Explain why an organisation should have standard formats for policies related to customer service, in about 50 words- Question 29-How do the following organisational policies and procedures assist in ensuring quality customer service????Staff personal presentation policy and procedure

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