SITXCCS007: Enhance Customer Service Experienced - Statement of Attainment - Management Assignment Help

Assignment Task:

Assessment overview

The objective of this assessment is to assess your knowledge and performance as would be required to determine and meet customer preferences, develop customer relationships, respond to difficult service situations, and take responsibility for resolving complaints.

Case Study Scenario 1: Dealing with an external customer
You work in customer service at the front desk in a large 4-star hotel in Sydney. Many of the mid-week customers are business clientele who are arriving in Sydney for work related meetings, conferences and events. With corporate customers creating such a strong source of revenue, the hotel actively focuses efforts on generating repeat corporate customer bookings. One key way the hotel does this is by creating promotions and gathering customer feedback with information used to continuously enhance the customer service experience. The mission is to offer a more personalised service to each guest, to better understand and meet corporate clientele needs and expectations and to stay ahead of the competition.

TASK:

Short Answer Questions

1.Determine a total of three (3) of Tim Milligan’s preferences, needs and expectations, based on both his e-mail and his customer profile.

2.Why is it important still to re-confirm the customer’s preferences, needs and expectations? How will you re-confirm these with Tim Milligan?

3.After looking at the customer’s profile identify at least one (1) appropriate product and one (1) appropriate hotel service to meet Tim Milligan’s specific needs.

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