SITXCCS501 Manage quality customer service
Assessment 1 – Short Answer Questions
INSTRUCTIONS
Please complete the student details section.
This short answer assessment is one form of assessment that is used to collect evidence of competency for this unit.
To demonstrate competence you must correctly answer all questions. Any shortfalls or wrong responses may be followed up by your trainer in verbal, written or practical instance.
If more space is required for any answer you may attach a separate page containing name, assessment date, unit title unit code and the assessment task number and attach this page with the current assessment task before submission or alternatively use the back of each paper with a clear reference to the relevant question(s).
Ensure you check your work before submitting.
Please note, once the assessor has marked your work they will provide you with feedback.
You will be required to complete other relevant assessment tasks for this unit as instructed by your teacher or trainer.

Question 1: Give 3 examples of ways to obtain information about customer needs through formal or informal research.
Question 2: How does sharing the research information you have gained with your colleagues help enhance team effectiveness?
Question 3: Why is staff feedback about products or services valuable?
Question 4: What does a customer evaluation questionnaire contain?

Question 5: List 3 internal factors a good manager should monitor.
Question 6: List 3 external factors a good manager should monitor.
Question 7: If a similar business to you opened up very close to your current location, would this be an example of an internal or external factor that could impact on your business?
Question 8: Why is it important to involve staff in the process of creating policies and procedures?
Question 9: Why are policies and procedures essential for quality service provisioning?

Question 10: List 3 types of service-related policy and procedure documents.
Question 11: Why is it important to communicate your policies and procedures to your staff and customers?
Question 12: What are some common ways to make your policies and procedure readily available to your customers?
Question 13: Why should you constantly monitor and analyse the customer service being given to your customers?
Question 14: How does using a regular staff training regime help enhance the customer experience?
Question 15: When should staff be trained on policies and procedures?
Question 16: As a manager, being respectful, polite and courteous to your customers is one aspect of setting examples for service outcomes. List 3 others.
Question 17: How does establishing guidelines for complaints help to resolve them?
Question 18: At what point in dealing with a complaint is it necessary to involve management?
Question 19: 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:
Question 20: One of the steps to achieve quality customer service is to ‘meet and exceed expectations of customers’ – list 2 more.
Question 21: Why is it important to not only monitor service, but investigate the reasons behind goals not being met?
Question 22: Quality management is the process of overseeing, monitoring and reviewing quality service. Quality management can be broken down into 8 sections. List 3 of these sub sections.
Question 23: When assessing and adjusting customer service procedures, why must you make sure the changes are in line with the overall vision and mission of the business?

Question 24: List 2 things that must occur when a change or improvement needs to be implemented:
Question 25: Name a source for finding information about tourism-related data and information.
Question 26: Industry and accreditation schemes help you measure your service against industry benchmarks. Name an industry or accreditation scheme in your industry.
Question 27: If you have a policy relating to charging cancellation fees, when and where should you make your customers aware of that policy?
Question 28: Why could putting a statement like “extra fees may apply” in your small print result in conflict?

Question 29: Why are you not allowed to display a sign which says ‘NO REFUNDS’?
Question 30: A customer has ordered a ‘Premium Sprit’ from your menu. When the waitress goes to get the drink, she finds out you are out of ‘Premium’ and without notifying the customer serves him a cheaper brand. Has she broken Consumer Protection Law?
END OF ASSESSMENT