SITXCCS007 - Enhance Customer Service Experiences - Management Assignment Help

Assignment Task

1. Explain why providing professional service and enhancing customer service is beneficial to your organisation and you personally?

2. Why should active listening be used to develop rapport and facilitate effective and positive two-way communication? Your response must be 50 – 100 words.

3. Explain why good questioning techniques should be used when communicating with customers who are making a complaint. Your response must be 50 – 100 words.

4. Identify 6 different customer service needs and expectations that you could anticipate throughout service delivery.

5. Anticipating the needs of customers is not always easy. List and explain 3 techniques that you can use to determine the preferences, needs and expectations of your customers? Your response must be 50 – 100 words.

6. Explain the 5 principles of enhanced customer service experience. What common characteristics represent quality service to customers? Your response must be 50 – 100 words.

7. What 4 customer service offerings can you provide to your customers to ensure you meet their personal preferences or requests to ensure quality customer service delivery in the following areas:

8. You are part of the wait staff working in busy restaurant. The maître d’ has just informed you that a sight impaired customer is seated at Table 4. Explain how you provide personalised customer service for this customer? Your response must be 100 – 150 words.

9. You are part of the Hotel staff and you are working at reception. In preparing for customer arrivals at the hotel, you check customer profiles and see that Mr Johnson will be checking in shortly. According to his profile on your computer systems, Mr Johnson is hearing impaired. Describe 5 ways you would communicate with this customer. Your response must be 50 – 100 words

10. As a tour guide, you regularly deal with tourists from different countries who speak a foreign language and may speak very little English. Explain how you would overcome language barriers when dealing with them. Your response must be 50 – 100 words.

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