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1 Describe a time when you have used questioning to clarify what another person has wanted, needed or expected. What question/s did you ask? What response did you obtain?
2 What could you do if you are not able to provide products or services to customers in a timely manner?
3 Why is it important to consider organisation standards when providing products and services?
4 Why is an awareness of different social and cultural backgrounds important during the sales process?
5.Choose five products and services and list some other products or services that you could offer to customers as extras or add-ons.
6.How can staff check the actioning of special requests before customer delivery and who is responsible for this?
7 Explain the importance of liaising with team members.
8 You work within the tourism, travel, and hospitality industries. List five situations in which it would be appropriate to share information with others to ensure efficient service and timely and smooth workflow.
9 Describe three situations in which you have been required to share information with others. What methods/ mediums did you use? How do you know that the recipient understood the information you shared?
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10. List some ways in which an employee who becomes aware of a problem might report it to management.
11. How should an employee take action to address a problem with the delivery of products/ services?
12 What are some reasons why service delays might occur?
13. How could hospitality, tourism and travel staff proactively respond to difficult service situations such as delays?
14 What constraints might hospitality, tourism and travel staff have on them in terms of proactively offering compensation to customers for service difficulties?
15 List five techniques workers could use to help them suggest service improvements to others?
16 List five different complaints or difficult customer service situations that have/ could arise in the tourism, hospitality, retail, personal services and sport or recreation industry.
17Why do you think it is important to build a rapport with customers especially when dealing with customer complaints? Explain your answer in detail.
18 What is the importance of using open questions when trying to clarify the cause and details of a customer’s complaint?
19 Describe three questioning techniques which can be used to establish and agree on the nature, possible cause and details of a customer’s complaint.
20 Why do you think it is important to show empathy towards customers when dealing with customer complaints? Explain your answer in detail.
21. What communication techniques can be used to assist in the management of a customer’s complaint?
22. What types of body language and non-verbal communication should you use and not use whilst handling a complaint?
23 Consider this statement:
To deliver quality customer service you must always find a solution to a complaint in line with the customer’s wishes.
Do you agree? Explain.
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24 How can you turn a complaint into an opportunity to provide high quality customer service?
25. List some ways in which you might provide feedback about complaints to a supervisor or manager to reduce the likelihood of complaints in the future.
26.Why is it necessary to reflect on and evaluate complaints and solutions implemented by managers?
27. Suggest types of promotional initiatives that could be implemented in the tourism, hospitality or travel industries.
28 Provide three examples of enhanced products and services you could provide to current customers based on client information.
29. Describe why it is important to consider customer information before you implement promotional initiatives.
30 Explain process involved in managing this customer complaint?
31.Choose any international chain hotel of your choice. explain the following
A . professional service standards expected of service personal at your chosen establishment.
b. attitudes and attributes expected by service
c. accepted service standards and rituals
d. different customer service needs and expectations
e. types of customers loyalty programs offered
f. name type of customer data base used by the establishment .explain the essential features and usage of the customers data base.
g. designated response times for providing service and resolving complaints
h. customer service policies and procedures including those for complaints handling
i. promotional service offered