Project: Customer Service

Part a - Questions
Qus1 List principles of customer service. How do principles of customer service change when
Customers make high value purchases?
Ans1:
1. Personalization
Personalized interactions can greatly improve customer service and make the customer feel as if
the company cares about them and their problem.

2. Competency

Consumers identified competency as the element that played the biggest role in a good customer
experience.

3. Convenience

Customers want to be able to get in touch with a customer service representative through
whatever channel is the most convenient for them.

4. Pro-activity

Customers want companies to be proactive in reaching out to them. 

Principle of customer service change when customer make high value purchases as that time it
becomes company`s duties to make them feel good by providing some gift vouchers or discount.

Qus2: How does accreditation help to build professional industry standards?

Ans2: The accreditation function provides a framework to ensure accredited organizations are
able to develop their own industry standards and have them recognized as Australian Standards.
Standards Australia has a long history of developing voluntary standards, but certain companies
may find it more suitable to become an accredited Standards Development Organization (SDO),
depending on their sector or industry’s circumstances.
Accreditation has been a voluntary process through which the organization is able to measure
the quality of its services and performance against nationally or internationally recognized
standards. Using our Accreditation Handbook of Standards, the organization performs a self-
evaluation.
 Qus3: What are the roles and responsibilities of managers in the provision of quality customer
service?
Ans3: A Customer Service Manager role primarily involves communicating with customers
either via phone, email or face-to-face in relation to a product or service, plus potentially
overseeing a team of Customer Service agents. A Customer Service Manager job description will
describe the representative as acting on behalf of the company, so it is paramount that they know
and understand the company values.

 Delivering a comprehensive service to enquiring customers

 Possibly delegating certain customer enquiries to specific teams
 Managing a large number of incoming calls and emails
 Managing customers’ accounts
 Keeping a record of customer interaction and details of actions taken
 Communicating with internal teams to discuss sales targets
 Generating sales leads, building sustainable relationships where necessary
 Reporting back on results

Qus4: Identify five trends in the external environment affecting the way organisations do
business and provide customer service.
Ans4:
 Finance and Credit
 Impacts from Severe Weather
 Changes in Local Infrastructure
 Changes to Laws
 Changing Trends and Technology

Qus5: Customer satisfaction surveys can be used as a research tool to monitor, measure, and
evaluate customer satisfaction. What methods can be used to survey customers? What are the
components of an effective survey? How should the data received be used by the organisation?
Ans5: Formal surveys can be conducted in a number of ways. If designed and worded correctly,
they provide current and useful information that enables an organization to improve products and
services to meet needs. While customers might not always be prepared to answer verbal
questions, they are, on occasion, placed in situations where they do have time to fill in
questionnaires on customer service.
For example, when on along flight, staying overnight at a hotel, or even when dining in a
restaurant.
Take advantage of these situations where you can. Other data and information gathering
methods include:
  telephone surveys
 mystery shoppers
 Ask qualitative and quantitative questions and a mixture of open and closed questions.
 Format questions in ways that customers will bother answering; that is, work out a range
of questions and options that do not require long, wordy answers.
 Tick box formats can be useful.
 Post-outs of survey questions can elicit useful information; however, responses are more
likely if there is an attached incentive.

Qus6: How does the development of customer service policies and procedures contribute to the
provision of Quality customer service?
Ans6: Policies and procedure helps in maintaining and supervising quality customer service
standards requires by an organization to regularly monitor and review its service with regard to
customer satisfaction. This should be an ongoing process of continuous improvement.
Qus7: How can complaints be used to good effect by organisations? Why should they be
monitored, reviewed, recorded and analyzed?
Ans7: Analysis of customer feedback in the form of complaints or problems can be analyzed to
show any trends or particular areas of concern.
For example, your records might show that one particular product causes concern to a large
number of customers. You would, therefore, investigate further to determine the real cause of the
problem. As a result, quality monitoring methods might require changes or the product might be
withdrawn and replaced by a higher quality product. Thus all information gathered about
customer complaints contributes to the organization’s continuous improvement processes.
Keeping a register of customer complaints or disputes is to ensure a recordkeeping process and
to provide data which can provide the basis for continuous improvement processes within an
organization. A complaints register and statistical data will provide the basis for the whole team
to evaluate how they are performing in customer service.

Qus8: Identify and briefly describe at least five examples of quality assurance schemes.
Ans8: For example:
1. AAA Tourism’s STAR Rating Scheme accredits accommodation operators via an
assessment of facilities, services, cleanliness, quality and condition. The standards
awarded determine the properties’ STAR Rating.
2. The Australian Tourism Accreditation Program (ATAP) certifies operators who have met
specific quality criteria ensuring they are committed t to exceeding consumer
expectations with great customer service and the highest standards of business practice.
 3. Caravan, RV and Accommodation Industry of Australia’s National Accreditation
Program accredits quality business practice in the areas of business planning; risk,
environmental and human resources management; marketing; and customer service.
4. The Earth Check Certified Program is designed to help the travel and tourism industry
increase operational efficiencies, maximize guest experience and minimize their
environmental footprints.
5. Ecotourism Australia’s ECO Certification is a globally recognized brand that provides
certification based on business, environmental, social and cultural sustainability. The
Respecting Our Culture (ROC) Program embraces national accreditation standards and
encourages industry to operate with respect for Indigenous cultural heritage

Qus9: What topics might be included in customer service policies and procedures to ensure
quality customer service? Provide at least three examples.
Ans9: Customer Service procedure should provide the resources, customer information,
authority, and training for call center employees to resolve and record customer complaints
quickly and courteously. Policy and procedures should provide the resources, training and
emphasis on resolving complaints quickly and using customer feedback as a tool for continual
improvement.
For example:
1. acknowledging and greeting customers complaint and dispute management authority for
different level personnel to resolve complaints, disputes, service issues.
2. customer compensation loyalty programs presentation standards for customer
environment and customer service personnel pricing.
3. service guarantees product quality refunds and cancellation fees response times.

Qus10: What is the intent of competition and consumer legislation that applies in your state/
territory and how Does this influence service delivery?
Ans10: Response should refer to relevant competition and consumer legislation. For example,
competition and consumer legislation aims to give businesses a fair and competitive operating
environment. It covers anti- competitive conduct, price fixing, unconscionable conduct and other
issues, such as advertising. The legislation also sets out consumers’ rights and responsibilities. It
covers areas such as returns, refunds, warranties, contracts, marketing and advertising.

Part B - Questions
Qus1: Describe the following conflict resolution techniques
Ans1:
Accommodating: The accommodating style is one of sacrifice, selflessness and low
assertiveness. You are willing to give up just about everything in order to preserve the
relationship with the other party. It is certainly reasonable to use this strategy when the issue at
hand is something of little importance to you.

Avoiding: An avoiding style completely evades the conflict. You would neither pursue your
beliefs nor those of the others involved. Simply, you would continuously postpone or completely
dodge the conflict whenever it comes up.

This style could be appropriate to use when the conflict seems trivial, you don't have the time or
need more time to think, you feel as though you have no chance of winning, or you're afraid of
being met with resentment.

Collaborating: A collaborating style attempts to find a solution that will meet the needs of all
parties. Rather than trying to find a middle ground solution, you would aim for a solution that
actually satisfies everyone and ends up being a win-win situation.
Compromising: Compromising is the style that most people think of as negotiation, but in reality
compromising is usually just haggling.
Compromising often involves splitting the difference, usually resulting in an end position of
about half way between both party's opening positions. In the absence of a good rationale or
properly exchanged concessions, half way between the two positions.
Competing: Competitive style negotiators pursue their own needs - yes, even when this means
others suffer. They usually don't want to cause others to suffer and lose, they are just so narrowly
focused on their shorter term gains that they plunder obliviously through negotiations like a
pirate. Or psychotic
Qus2: Describe, in point form, the steps you would follow to resolve conflict. Answer should
include at least 8 points.
Ans2:
1. Clarify what the disagreement is. Clarifying involves getting to the heart of the conflict.
The goal of this step is to get both sides to agree on what the disagreement is.
2. Establish a common goal for both parties. In this step of the process, both sides agree on
the desired outcome of the conflict. “When people know that they’re working towards the same
goal, then they’re more apt to participate truthfully to make sure that they reach that end goal
together.
3. Discuss ways to meet the common goal. This involves listening, communicating, and
brainstorming together. Continue with both sides working together to discuss ways that they can
meet the goal they agreed on in step 2. Keep going until all the options are exhausted.
4. Determine the barriers to the common goal. In this step of the process, the two parties
acknowledge what has brought them into the conflict and talk about what problems may prevent
a resolution. Understanding the possible problems that may be encountered along the way lets
you proactively find.
5. Agree on the best way to resolve the conflict. Both parties need to come to a conclusion
on the best resolution. Start by identifying solutions that both sides can live with. Ask both sides
and see where there is common ground. Then start to discuss the responsibility each party has in
maintaining the solution.
6. Acknowledge the agreed upon solution and determine the responsibilities each party has
in the resolution. Both sides need to own their responsibility in the resolution of the conflict and
express aloud what they have agreed to.
7. Find out the sources of conflict
8. Set a time and place for discussions

Qus3: Describe 5 reasons why it is important to gather customer feedback?

Ans3: Feedback is always there –
1. Customer feedback helps improve products and services
2. Customer feedback helps you measure customer satisfaction
3. Collecting customer feedback shows you value their opinions
4. Customer feedback helps you create the best customer experience
5. Customer feedback helps to improve customer retention

Qus4: Describe 5 strategies appropriate to hospitality that you can implement to gather effective
customer feedback.
Ans4:
Surveys
We can send out the link to our customer list, Twitter followers, and anyone else. Then we give
it a few days, check back, and have all sorts of feedback (hopefully).
Feedback boxes
The entire purpose of this form is to make it really easy for our users to tell us when something
isn’t working quite right. It’s available as soon as someone needs it, out of the way when they
don’t, and sends their message to multiple people here.
Reach out directly
Dive into your customer list and see if anyone is local. Then invite them to lunch and tell them
you’re looking to completely understand how your business helps solve their problem.
User activity
We can use web analytics products to get a sense of what the total usage is like. But what does
an individual use?
Usability Tests
These are ideal for new web apps and account creations. If you’ve built a new signup process or
you’re about to release a new product, I highly recommend that you watch someone use it.
5 Describe what you should do with the feedback received in Q4?
We will evaluate the feedback and try to use in improving the customer service.

Qus6: Identify 5 strategies could you implement to identify customer’s needs?

Ans6:
Focus Groups
Focus groups allow you to not only seek feedback on particular service issues, but to interact
with customers by way of a moderator.
Talk to Your Employees
Your employees are your front-line people when it comes to customer interaction. Electronic
Surveys
Electronic surveys are a fast and cost-efficient strategy for identifying customer needs.
Written Surveys
You can mail surveys to customers or attach them to invoices and receipts.
Store Surveys
Conducting in-store surveys allows you to collect information from customers on a more
personal basis.
Qus:7 List 3 factors required to ensure customer feedback is effective.
Ans7:
 Improved data
 Improved services
 Increased sales
Qus8: List and explain 5 different factors that help you deliver superior service to customers
Ans8:
1. Tuning in – on the off chance that you tune in, you recognize when something needs fixing or
other assistance – right off the bat in the discussion + spare time, yours and your customer's.
2. FIXING THE PROBLEM – to interface your client with somebody who can help.

3. KNOWING THE VALUE OF YOUR CUSTOMER – and in this way you know that positive
verbal exchange has colossal incentive also.

4. TO SEE CUSTOMER SERVICE AS AN INVESTMENT, NOT A COST – you put the best
staff individuals in client confronting positions and furnish them with the best preparing also

5. Engage THE YOUR CUSTOMER SERVICE REPRESENTATIVES – you believe that they
will settle on the choice that is best for your clients.
Qus9: Why is following up with clients important? Explain your answer.

Ans9:Following up with your customers after the sale is an important part of providing good
customer service. Not only is it an important part of developing a good relationship with your
customer, but it will also enabling you to introduce your new products. Although sending out a
personal message to each of your customers may not be possible, you can provide your
customers with the illusion that your message was personally sent. By using auto responders, you
can eliminate the need to manually respond each time you make a sale. Auto responders Auto
responders are one of the best promotional tools on the Internet. They were designed to
automatically respond to any email message sent to it with an automatic response.
Qus10: What are the two dimensions of service?
Ans10: Here are two dimensions of service:
PROCEDURAL DIMENSION it refers to a system of ensuring guests' comfort and convenience
while being serve by service staff. There are certain practices that can lessen discomfort and
inconvenience during service like 'a waiting lounge in case of overflow; assigning a receptionist
to usher in guests and to assist them in getting seated; and for counter type of service, an
accessible station of water, condiments, etc.
PERSONAL DIMENSION To add a personal touch in the service, the dining personnel should
behave and deal with customers in a courteous and polite manner. The following qualities must
be cultivated to project warm and gracious service. Prompt and personalized response to guests'
needs and requests even going out of one's way to render service beyond the call of duty;
Escorting guests towards their table, getting them.

Qus11: Describe the five elements of quality service.

 Ans11: Service quality has five components:
1. reliability (ability to perform the service dependably, accurately, and consistently),
2. responsiveness (providing prompt service),
3. assurance (knowledge and courtesy of employees and their ability to convey trust),
4. empathy (caring, individualized attention),
5. and tangibles (physical evidence of the service).
Qus12: List 8 words or phrases that damage customer relationships.
Ans12:
1. "No." A boss once told me, "Never tell a customer no.
2. "Are you sure?" 
3. "What you should do is..." 
4. "That's against our policy." 
5. "No problem." 
6. "Let me try to do that..." 
7. "Let me know if you have any other problems." 
8. "I'll get back to you as soon as I can." 

Qus13: Identify 6 different common customer needs, and how can you address them?
Ans13:
1. Friendliness
2. Understanding
3. Fairness
4. Control
5. Information
6. Options and alternatives
These needs can be addressed in the following ways:
1. The need for Attention
2. The need for Affection
3. The need for Appreciation.
4. The need for Adaptec.
Qus14: Service breakdowns occur whenever any product or service fails to meet the customers’
expectations. Describe the steps would you take to rectify a service breakdown.
1. Express respect ("What you are telling me is very important for me.”)
• Outline the solutions (Give several choices; offer to take action)
• Take action and follow through (“Your refund has been requested.”)
• Double check for their satisfaction (“I am following up to …”)

2. Listen to understand (“Please tell us what happened.”)

3. Uncover the expectations (“Will you please tell us what you feel that need to be done?”)

Qus15: List 6 factors that may reduce / restrict or prevent service recovery.
Ans15:
1. Not listening
2. Lack of respect
3. Inadequate materials or supporting equipment
4. Poor or inadequate communication
5. Lack of training
6. Work conflict

Qus16: List and explain 6 things you should know about your customer.
Ans16:
1. Customer want personalized interaction: Customer expect from the service agent to their
contact information product information and service information when they contact a company
for customer service.
2. Customer wants to be proactive: customers have a positive view of business that contacts them
with proactive customer service notification.
3. Customer want help fast: The customer always expect from the service agent to deliver their
order as fast as possible.
4. Customer wants to hear: Companies always want to listen the feedback from their customers.
5. Customer after want to start the service process online: The customer also expects to start
service process online from the service provider.
6. Customer wants multiple options for customer service: This point describes that customer
want multiple option for customer service from the service agent.

Qus17 Describe 2 techniques you could use to anticipate your customers’ needs and expectations
throughout the service.
Ans17:
Live-Chat
Live Chat is an important tool for customer feedback. Live chat is the next best thing to talking
with a customer on the phone or face to face- you can get targeted feedback in real time.
Nowadays adding live chat functionality to your website is as easy as signing up for an email
account.
Customer suggestions or comment cards
To ensure that you are getting feedback on a regular basis, include an easy way to leave a
comment or review on your product. Maybe you can opt for a pop up review, or a feedback form
that appears after a few logins.
Qus18: Describe each of the following standards as they relate to working within the hospitality
industry
Ans18:

Integrity
EA explains that integrity, or the internal force which drives a person's honesty and desire to do
the right things, is one of the most important ethics. She tells Mary that her willingness to break
the rules or lie shows a lack of integrity.
If a company in the hospitality industry doesn't have integrity, then their clients can't trust that
they will serve their best interests.

Trustworthiness
EA explains that trust is essential to integrity. She tells Mary that if you can't be trustworthy, or
able to be trusted, customers won't come back, and supervisors won't give you good tasks.
However, the same goes for supervisors. They must be trustworthy so that the staff feel that they
can approach them. If there is a lack of trust, the entire company will suffer.
Qus19 Describe 2 different client reward / loyalty programs that are used in the hospitality
industry, along with their benefit for a commercial restaurant.
Ans19: The 2 technique that could be used to anticipate customers needs and expectations are
through Verbal and Non-verbal technique. This can be done by discussing information with
colleagues, seeking customer feedback by asking them questions, personal Enhance customer
service experience, observation and self-reflection and/or using active listening such as focusing
your full attention to the customers, using appropriate non-verbal signs like maintaining eye
contact or nodding your head.

Qus20: Describe 5 essential features that should be in any good customer database.
Ans20:
The 5 essential features that should be in any good customer database are:
1. your customer’s name,
2. where do they work,
3. their email,
4. what is their job title,
5. and their contact number.
This helps you to start seeing who is attracted to you as clients and the lets you customize your
marketing messages accordingly.
Qus21: Describe 2 scenarios where the use of customer databases will help a hospitality-based
organisation.
Ans21:
a. When a customer book through online, there is a booking widget that collect their email
address and mobile numbers and ask customers as much as information as possible to create their
customer profile which appears every time they book and is updated after each booking. This can
also help the business to determine the customer’s visitation history, such as whether they dine
during lunch or dinner or if they dine during in the week or at the weekends. So that when they
walk through the door the front of the house can instantly see their favorite wine, table or dish.
b. When the business runs a promotional campaign, it will be easier for them to inform their
customers through their customer database, that they can easily email them about the promotions
they offer, and this will encourage the customer to avail the product or service the business is
promoting.

Qus22: Describe 3 different customer service need / expectations that relate to the hospitality
environment.
Ans22:
a. When a customer booked in the restaurant and have their special dietary requirement which
they advised through their reservation, the customer expect that the restaurant will be able to
cater their special needs.
b. When a customer has a child with them when they dine in the restaurant, they expect that there
will be a child friendly menu and the staff will be friendlier and accommodating with their needs.
c. When a regular customer comes to a restaurant, they expect that the regular staff will be able
to recognize their usual needs and expect more effort to encourage them to come back.
Qus23: Describe 3 main factors that must be considered when determining compensation for
dissatisfied customers.
Ans23:
a. A customer who regularly dine in your restaurant complain about the service was not the same
as usual or they didn’t feel that the staff look after them the same when they dine before.
b. When the staff mistakenly placed an order on the customer due to miscommunication or
communication barrier.
c. A customer who’s been waiting for so long to his/her order
Qus24: What would be the industry acceptable response time for resolving or responding to a
complaint?
Ans24: Immediately as possible, but if cannot do ASAP, before the end of the shift, but if it is
still not possible, within 24 hours.
Qus25: Describe an acceptable response for the following customer complaints
Ans25: Incorrect pricing or quotes .Say sorry to the customer for the incorrect bill and say that
you will double check it and bring back the correct billing.
Refund or exchange or can provide with gift voucher
Delays or errors in providing products or services If you use phrases like - "I realize that
mistakes happen. ..... In light of this, we have decided to (solution or offer), which we hope will
be acceptable to you, and hope also that this will provide
Misunderstanding of customer requests Apologies for your mistake and use phrase “ what
can I do for you sir” and try to get the accurate information and provide the service
Escalated complaints or disputes When a customer presents you with a complaint, keep in
mind that the issue is not personal; he or she is not attacking you directly but rather the situation
at hand
Other team members or suppliers not providing special requests When a customer is upset,
they need to know they've been heard. The best way to show them you're listening is to restate
the problem in your own words.
Misunderstandings or communication barriers Try to communicate in simple and [polite
words
Unmet expectations of, or problems or faults with, a service or product Ask more about their
expectations and try to solve the issues as soon as possible
Qus26: Describe 5 typical add-ons / up-sells that are inherent in the vast majority of commercial
restaurants.
Ans26:
Drinks
Ice cream
Garlic bread
Fries
Onion rings
Qus27: Apart from providing discounts or free food, list 5 other methods you can use to help
compensate dissatisfied customers.
Ans27: We can offer the gift card or replace their order with fresh one
Qus28: List 4 triggers / identifiers that will alert you to a customer that may have a special or
specific need.
Ans28:
His expression
His order
Behavior
Way of communication
Qus29: List 3 different types of communication systems including when they are used and what
their purpose is?
Ans29:
1. Email Communication system: - We use this system to send the discount coupons to the
customer after visiting the restaurant first time.
2. Visual Communication: In the workplace, it is common to incorporate visual
communication in order to share ideas that relate to the business, provide grapevine
communication information to those that work in the company, and to outline specific
points that need to be emphasized for the success of the business.
3. Written communication is also quite important when it comes to the workplace. This
form of communication involves either writing or typing out information, facts, figures,
and other types grapevine communication of necessary information in order to express
ideas among those in a business.
Qus30. Briefly describe The Australian Consumer Law.
Ans30: The Australian Consumer Law sets out consumer rights that are called consumer
guarantees. These include your rights to a repair, replacement or refund as well as compensation
for damages and loss and being able to cancel a faulty service.
Qus31. Briefly describe the followings under the Australian Consumer Law.
Ans31:
a. Repair, replace, refund
Repair, replace, refund If a product or service you buy fails to meet a consumer guarantee , you
have the right to ask for a repair, replacement or refund under the Australian Consumer Law. The
remedy you're entitled to will depend on whether the issue is major or minor.
b. Consumer guarantees

Consumer guarantees on products and services also apply to: bundled products and services. gifts
with proof of purchase. sale items. Online products and services bought from Australian
businesses. Second-hand products from businesses, taking into account age and condition.

c. Compensation for damages & loss

Damages - the court may award damages to compensate a party who has suffered as a result of
the contravention of the ACL. This comes under s 236; Orders - the court may make a variety of
orders aimed to compensate a party who has suffered as a result of the contravention of the ACL.
This comes under Chapter 5, Part 5-2, Division 4 (ss 237-245).
Qus32: What is management’s role in building a customer service corporate culture?
Ans32:
It is the role of management to create a vision of customer service and to communicate it clearly
and repeatedly throughout the organization and, in particular, with the customer service
representatives. Managers must impact that, buy in, and serve as big mirrors reflecting the
customer service quality they expect. Culture is important to the success of the company. Human
Resource Managers have to work with leadership to define what is expected and what is
considered proper behavior. Performance management programs, recruiting and selection,
training and development, and pay and compensation all contribute to the company culture.
MANAGE QUALITY CUSTOMER SERVICE
Customer service procedures
1. Organisational details
I work on a Indian Restaurant, we provide Indian food and drinks to customer.
Our client generally originate from singular, understudy, business, gathering of companion and
gathering of family. At the point when client visit our café, we will quickly invite them and carry
them to the seat. For first time client, we will prescribe famous dishes to them. Additionally, we
will tell client that we request at the front counter, and instalments after request. Convey
nourishment inside time designation to client. Goodbye client and much obliged for them for
coming. Tidy up the table once clients are leave for plan next client
2. Customers’ needs and expectations
Understudy, business and gathering of family. At the point when client stroll into our eatery, they
hope to be recognized. In this way, we generally welcome client promptly once they enter our
eatery, cancel names holding up records and carry clients to their tables. We generally ensure
there are somebody has the obligation of welcome the visitors and the individual realizes it is her
duty.
3. Customer service evaluation process
These days, client will access to google and look through our eatery, leave remark and fulfilment
level to us. We generally get the criticism from that point and make improvement. Some of the
time, I will simply coordinate get some information about they making the most of their
experience. Particularly new client, since I trust they are enjoy our food and become repeat
customer.

4. Changes in internal and external environments

Survey any adjustments in your association's inward or outside situations. Recognize any
patterns or changes which may affect on current client support rehearses. Rundown the
progressions that you have or may need to actualize to provide food for these changes. Name the
wellsprings of your data.

Internal changes: When experienced representatives leave, we have to set aside some effort to
prepare new learners, this will cause delay conveying to client. Since our clients are from
understudy or specialist, they have limit time to have their lunch, on the off chance that we delay
conveying, if will make client despondent and fretful and may drop the request and stroll to
another shop for lunch. Hence, we have to lead an instructing to new student and ensure they are
see all the methodology.
External changes: Everyone like NEW thing, NEW sort of nourishment. At the point when new
eatery open close by our café, it will cause our business drop. Along these lines, we needed to
make new menu or advancement to draw in client back.
5.

CUSTOMER SURVEY
FOOD

These ratings are decided whether it is good or not

(E.g.) Needs Average Good Excellent
improvement
1
2 3 4
1. How would you rate the taste of your meal?

Need Improvement Average Good Excellent

2. How was the temperature of the food?

Need Improvement Average Good Excellent

3. How would you rate our staff’s ability to meet your needs?

Need Improvement Average Good Excellent

4. Please rate your visit on value for the money

Need Improvement Average Good Excellent

5. Would you eat here again?

Yes No

6. How did you feel about the overall appearance of the restaurant?
Need Improvement Average Good Excellent
 CUSTOMER SURVEY
7. Were you promptly greeted by the wait staff?

Need Improvement Average Good Excellent

8. Was the greeting friendly and professional?

Need Improvement Average Good Excellent

9. Were you seated promptly?

Yes No

10. Would you to recommend our restaurant to a friend or relative?

Yes No

11. Cleanliness

Need Improvement Average Good Excellent

12.Music

Need Improvement Average Good Excellent

13. Comfort

Need Improvement Average Good Excellent

Other comments:

6. Customer feedback
Condense the client input you got. Make proposals dependent on this input. Generally speaking
clients are fulfilling our administration. One client said that they constantly found our
administrations great and our staff proficient and accommodating. Another client believed that
the administration and nourishment they got was for the most part of high caliber. Another client
feel that the segment isn't sufficient for him yet we do disclose to client they are no additional
charge for demand additional rice or noodles.

Part 2
Develop customer service policies/procedures
Research and develop customer service policies and procedures for at least three different areas
of your organisation/business or areas of customer service, for example, presentation and
grooming or customer complaints. These must meet industry standards. Research industry
standards and ensure your customer service procedures align with these.

This may include policies and procedures that need developing or adjusting as a result of
customer feedback.

Customer service policy – Business area one

Area of focus: Greeting, farewelling and acknowledging customers
Purpose:
Outline the purpose of the policy/procedure.
A first impression is a lasting impression. Properly greeting customers can make the difference
between repeat sales and one-time sales. Customers are vital to your success and without them,
your business won't survive. By following a few steps when greeting customers, your business
can leave a good lasting impression.
The purpose for greeting, farewelling and acknowledging customers is to make a good first
impression when greeting, farewelling and acknowledging them immediately. Customers want to
feel valued and important. Therefore, simple acknowledgements such as “Hello”, “Welcome”,”
thanks and see you later” will make them feel warm and value to visit our restaurant. This small
step helps start the relationship on a positive note.
Standards:
Customer service policy – Business area one
Outline the standards that employees must adhere do.

1. Have a positive attitude and be professional

2. Smile when you greet and farewell customers
3. Acknowledge the customer quickly
4. Lead customer to their seat
5. Know our product well when customer asking a question
6. Make eye contact when greeting customer.
7. Address customers from a reasonable distance.
8. Dress professionally
Procedure:
Outline the specific procedures they should follow.
1. Immediately greeting customer when they are entering to restaurant within 30 seconds.
2. Lead them to the seat.
3. Acknowledged customer that we order at the counter when they are ready.
4. Take order and serving drink and food within time allocation.
5. Prepare the cutlery to customer and table water.
6. Farewelling customer when they are leaving with the sentences“ Thank you, have a good
day”

Monitoring/feedback:
Outline how you will get feedback from customers about this procedure, or how it will be
monitored.

I will provide the survey forms which are anonymous to customer and tell them that their
feedback is important to us. Sometimes I will just direct ask customer about how they enjoyed
their experience.
Customer service policy – Business area two
Area of focus: Personal hygiene
Purpose:
Outline the purpose of the policy/procedure.

The purpose of using good hygiene practices is to maintain customer confidence in your
workplace’s service standards.

Standards:
Outline the standards that employees must adhere do.

1. Clean and neat uniform, including shoes

2. Clean body
3. Clean and tidy hair
4. Clean hands and fingernails
Procedure:
Outline the specific procedures they should follow.

1. Wearing protective clothing such as aprons, hats or hair nets

2. Wearing rubber gloves
3. Using a clean spoon every time you taste.
4. Cleaning high-use customer or staff contact equipment regular, such as telephones,
counters, computer/keyboards, EFTPOS machines.
5. Wearing protective band aids or other coverings to protect wounds
6. Not wearing specific items of jewellery (For example, rings)
Monitoring/feedback:
Outline how you will get feedback from customers about this procedure, or how it will be
monitored.

I will provide the survey forms which are anonymous to customer and tell them that their
feedback is important to us.
Customer service policy – Business area three
Area of focus: Customer complaints
Purpose:
Outline the purpose of the policy/procedure.

To ensure all complaints are handled as efficiently and effectively as possible

Standards:
Outline the standards that employees must adhere do.

1. Explain how customer can make a formal complaint

2. Identify the steps you will take in discussing, addressing and resolving complaints
3. Indicate some of the solutions you offer to resolve complaints.
4. Inform customers about our commitment to continuous improvement
Procedure:
Outline the specific procedures they should follow.

1. Identify and confirm the problem

2. Consult the customer to seek solutions
3. Refer to the complaints procedure.
4. Explain what action you propose to take
5. Seek customer approval and satisfaction
6. Take agreed action
7. Follow up with the customer
8. Record the incident
 Monitoring/feedback:
Diagram how you will get input from clients about this technique, or how it will be observed.

We can catch up the grievance following barely any day or seven days by calling or by email to
show that we worry about the objection.

Part 3
Introduction.
The accompanying report is to impart the presentation of the group of client assistance in
Innovative Widgets. There are various issues found in the presentation of the group in client
support over the most recent couple of months. The various issues and client deficits are talked
about in the report. A portion of the issues and arrangements are talked about right now.

Client assistance Team Performance.

The exhibition of the group in Innovative Widgets has brought down in the previous scarcely any
years and the quantity of client protests on workers' conduct has expanded. The client assistance
division are not working as indicated by the organization's arrangements which influences the
development and name of the organization. This influences the company's' notoriety and clients.
The few false impressions with clients and the workers are noted and they are talked about.

Reasons for Service deficiencies

Here are a few explanations behind the administration setbacks

1. Delivery of an inappropriate item.

2. Miscommunication with the clients and workers.

3. Delayed administrations and answer to the clients.

4. Argument with clients.

5. Not after company's' technique and strategies on being agreeable with the clients.Discuss
policiesCustomer complaints policy and procedure.
Our policy is to ensure that proper management of the complaints are constantly carried out on
relation to the organization.
Scope- Customer service department
Relevant legislation- Competition and Consumer Act 2010; Privacy Act 1998; Equal
Opportunity Act 2010.
Updated/authorized- Policy was approved by CFO in the year 2011.
Customer complaints resolution process
1. Greet the customer and introduce yourself.
2. Listen to the customer complaints clearly and note them.
3. Clear doubts on the complains by asking questions.
4. Do not argue with the customers.
5. Ask the customer opinion on how they would like to resolve the issue.
Recordkeeping policy and procedure
Purpose- The aim of this policy is to record all the required data for the management. This data
system is to meet the business needs and accountability needs of the organization.
Scope- Management team
Relevant legislation – Privacy Act 1988; Industry code of practice; Anti-discrimination
legislation
Updated/authorized- This was authorized by CEO of innovative widgets in 2014.
Recordkeeping process
1. Clear and updated data must be provided.
2. It must be private and confidential.
3. Incorrect information provided must be charged.
The use of the RATER model enables better customer service and also enables attentiveness
towards the customers. The laws and legislations used in the customer complaints, recordings are
very effective and considered important to understand Innovative Widgets.

Solutions for the above problems.

The various problems faced by the company can be identified and can be solved by proper
guidance and training for the employees. The solutions offered are:
- Proper training to the customer service team
- Immediate replies on calls or e-mails.
- Taking proper notes on the problems to avoid misunderstandings.
- Taking proper notes of the orders placed by the customers.
- Fast delivery and availability of products within 2-3 days.
- Proper track of products sold and in stock should be monitored.
Training needed
From the report it can be seen that due to various issues in services to the customers and less
friendly employees’ company is losing loyal customers and due to lack of proper training to the
employees customers find it hard to communicate and get their required products from the
company. The suitable way to resolve the issues is to identify the problem and take necessary
action for it in order to regain the customers trust. Maintaining company policies and delivering
products on time would also enable in company’s’ development.

Part 4
Questionnaire for feedback
1. Did we meet your expectations?
- Strongly agree
- Agree
- Neutral
- Disagree
- Strongly disagree
2. How would you rate your interaction with our employees?

- Miserably
- Satisfactory
- Very satisfactory
3. Are all your problems resolved when contacting the customer service?
- Yes
- No
4. Was it easy to find what you were looking for?
- Yes
- No
5. Will you recommend us to your friends and others?
- Yes
- No
Recommendations.
To overcome the problem and the issue on customer dissatisfaction the organization must
provide various solutions such as:
1. Customers must be treated with courtesy and politely.
2. No arguments should be made with the customers.
3. Products should be delivered on time and delayed deliveries must be informed to the
customers.
4. To improve quality of customer service, rules and procedures must be followed by all
employees in the company.
5. Products should be tracked and their locations should be monitored until delivery in order
to avoid wrong deliveries.
Conclusion.
The clients ought to be dealt with well and appropriate client care is required for Innovative
Widgets to create as an effective industry. Legitimate preparing ought to be given to the client
assistance group so as to make them work as indicated by the organizations' approaches and
systems. The consumer loyalty must be improved and items ought to be conveyed in time so as
to show signs of improvement results and build up the association.
Role play
Coby – I am sorry sir, this was an unfortunate mix-up with the customer.

I-the customer was at that point exceptionally irate on the postponed conveyance of the item.

Coby-Sir, I misjudged him. I comprehended that the customer has requested the item yesterday.
Me- It is alright, presently we have such issues we will attempt to maintain a strategic distance
from them and I will mentor you on it.

Coby-alright sir.

Me-Coby, our approaches are to deal with client in an inviting way and convey quality help. I
have been watching you for as long as not many weeks and I have seen that you have bombed in
following the clients' strategies on serving clients. Is there any issue that you might want to talk
about with me?

Coby-no sir it was my flaw that I didn't take up the client necessity accurately.

Me-that is a thoughtless mix-up which has driven us to this circumstance and nearly on a skirt of
losing our steadfast client. Every client has various needs and they must be managed in an
alternate manner. The little clients don't switch organizations on the off chance that they discover
our items and costs sensible, yet large clients effectively switch organization on the off chance
that we don't fulfill their needs and supply them with their prerequisites.

Coby-Yes sir , I comprehend.

Me-from now, if you don't mind follow the accompanying strategies while managing clients.

1. Introduce yourself courteously and welcome the client

2. Listen to the client needs or grievances and comprehend the significance of the objection
and note them.

3. Do not contend with the clients.

4. Apologize for poor help and blames.

5. Always clear questions by posing inquiries.

6. Ask sentiments from the client to deal with the issue and resolve it.

Coaching notes.
1. Introduce yourself considerately and welcome the client.

2. Listen to the client needs or protests and comprehend the importance of the objection and
note them.

3. Do not contend with the clients.

4. Apologize for poor help and blames.

5. Always clear questions by posing inquiries.

6. Ask sentiments from the client to deal with the issue and resolve.
Key performance indicators are one of the most important aspects for improving the performance
of the company. Some of the key performance indicators to be considered are:

 Cost Of Goods Sold

 Food Cost Percentage
 Prime Cost
 Gross Profit
 Employee Turnover Rate

1. Cost of Goods Sold

One of the most important “Restaurant Key Performance Indicators,” it refers to the cost
incurred to create every food item that you sell to your guests.

2. Food Cost Percentage

The next on the list of restaurant key performance indicators is ‘Food Cost Percentage.’ It is the
difference between the cost of creating a dish (the cost of all the ingredients in a dish) and the
selling price of that dish.

3. Prime Cost
Prime Cost is the total of labour costs  (salaried, hourly, weekly, etc.) and cost of goods sold. It is
an important key performance indicator for restaurants as, after food cost, the second-largest
source of expense is your staff.

4. Gross Profit

It is the profit that a restaurant makes after taking into account its cost of goods sold. The gross
profit constitutes the money that goes towards reimbursing fixed expenses and profit.

5. Employee Turnover Rate

Another important metric to take into account while tracking the restaurant key performance
indicators is your employee turnover rate.