SITXCCS008: Develop and Manage Quality Customer Services Practices - Management Assignment Help

Assignment Task:

Instructions

• This is an open book test – you can use your learning materials as reference.

• You must answer all questions in this task correctly. 

• You must answer the questions by typing your answers in Microsoft Word or a similar program – your assessor will advise as to whether you must email them your completed assessment, submit the file on a USB drive or hand in a hard copy.

Question 

1. List five principles of enhanced customer service experiences.

2. What are five principles of positive communication?

3. What are five benefits to a business of enhanced customer service experiences and positive communication?

Question 

1. What are three techniques that can be used throughout the service experience to anticipate and determine customer preferences, needs and expectations?

Question 

2. What are three ways customer feedback can enhance the service delivery provided by business?

Question 

Provide an example for each scenario of how the following extras and add-ons may be offered to customers:

Question 

1. What are three signs that there may be conflict between work colleagues?

2. In terms of conflict theory, briefly describe the following stages:

• Latent stage

• Perceived stage

• Felt stage

• Manifest stage

• Aftermath stage.

Question 

1. In relation to conflict theory, what are three levels of conflict that can exist within an organisation?

2. What may be contributing factors to conflict in a workplace? Describe three factors. 

Question 

23. In relation to conflict theory, what are three possible results of conflict that can exist within an organisation?

Question 

24. Briefly describe the following conflict resolution techniques: 

• Assertiveness

• Negotiation

• Using appropriate communication.

Question 

25. When may the following persons need to be involved in conflict situations?

• Counsellors

• Internal security staff

• Mediators

• Other staff members

• Police

• Senior staff.

Question 

1. What are possible causes of conflict in the tourism, travel, hospitality and event industries and their typical causes? Discuss three.

2. What are three possible causes of conflict between staff in these industries?

Question 

If a customer makes a cancellation, what are three requirements that will apply for a cancellation fee to be legally binding?

Question 

26. If a business provides information to a customer about an impending price rise in an attempt to induce them to buy a product or service, what criteria must this information comply with in order to be legal under the Australian Consumer Law?

Question 

27. What is the only condition under the Australian Consumer Law where a customer is entitled to ask for a replacement or refund for a product they have received?

Question 

28. Under the Australian Consumer Law what three things must the supplier of a service guarantee?

Question 

29. List five guarantees that a business gives when supplying goods or services according to Australian Consumer Law.

This Management Assignment has been solved by our Management experts at My Uni Paper. Our Assignment Writing Experts are efficient to provide a fresh solution to this question. We are serving more than 10000+Students in Australia, UK,  US by helping them to score HD in their academics. Our experts are well trained to follow all marking rubrics referencing style.

Be it a used or new solution, the quality of the work submitted by our assignment experts remains unhampered. You may continue to expect the same or even better quality with the used and new assignment solution files respectively.There’s one thing to be noticed that you could choose one between the two and acquire an HD either way. You could choose a new assignment solution file to get yourself an exclusive, plagiarism (with free Turnitin file), expert quality assignment or order an old solution file that was considered worthy of the highest distinction.