Worksheets

SECTION 1: DEVELOP QUALITY CUSTOMER SERVICE PRACTICES

Q1: List five principles or characteristics of quality management.

Q2: List four types of external customers.
Q3: List four types of internal customers.
Q4: Why should you take the initiative to obtain information on customer needs and expectations?
(Minimum 20 words)
Q5: List three formal and three informal ways to get information on customers’ needs and expectations.
Q6: Discuss how you could obtain formal feedback from customers to research their satisfaction levels. (Minimum
10 words)
Q7: What information do companies want to know about when conducting formal customer feedback? (Minimum 30
words)
Q8: Identify two ways you could provide opportunities for staff to give you feedback on products and services.
Q9: State three changes in the internal environment which could impact your quality service planning.
Q10: State two changes in the external environment which could impact your quality service planning.
Q11: List the policies and procedures that are created to ensure quality customer service provision.
Q12: Describe how you can protect your plans to ensure customer service outcomes. (Minimum 20 words)
Q13: List two professional service standards hospitality staff must adhere to.
Q14: What attitudes and attributes are expected by the service industry to work with customers? (List Minimum3)
Q15: Provide three reasons you should involve staff in developing customer service practices.
Q16: Explain how staff can participate in developing customer service practices. (Minimum 80 words)
Q17: Discuss the similarities and differences between standards, policies and procedures. (Minimum 40 words)
Q18: List the steps involved in developing policies and procedures.
Q19: Write a procedure for a customer service duty you commonly perform in your work or training environment.
(Minimum pullet points 20 words)
Q20: Provide a brief description of consumer protection laws in these categories and an organisation’s
responsibilities under it for the following. (Minimum 20 words)

Use table provided below as a sample to record your answers and submit to your assessor.

Category Consumer protection law procedures

Cancellation fees

Description of goods/services

Price of products and services

 Refunds

Q21: Describe what is meant by total quality management (TQM).

(Minimum 50 words)
SECTION 2: MANAGE THE DELIVERY OF QUALITY SERVICE
Q1: Which people in the workplace should you communicate policies, procedures and expectations to? (List
Minimum 4)
Q2: Identify eight ways to communicate policies and procedures to staff.
Q3: State two ways you can check that colleagues understand policies and procedures.
Q4: List five places you can keep policies so they’re readily available to both staff and customers.
Q5: What are the roles and responsibilities of management, supervisors and other employees in the monitoring and
provision of quality customer service? (Minimum 20 words)
Q6: Write two open questions you could use to start a conversation with a colleague about customer service
problems or training needs.
Q7: List four types of internal or external staff training you could initiate to enhance customer service.
Q8: Your customer service team is concerned about a new colleague whose performance is not up to scratch. They
say the trainee’s bad attitude is affecting customer service outcomes. Describe what you would do. (Minimum
30 words)
Q9: State the steps you would take to resolve any team disputes that have arisen from the issues with customer
service. (Minimum 20 words)
Q10: List four attitudes and attributes you should model as a manager of service industry personnel.
Q11: Describe six ways you can demonstrate responsibility and accountability.
Q12: Explain the purpose of an organisational structure chart. (Minimum 40 words)
Q13: List six policies you should make readily available to customers.
Q14: Identify six industry schemes aimed at improving customer service (including but not limited to accreditation
schemes).
SECTION 3: MONITOR AND ADJUST CUSTOMER SERVICE

Q1: Identify typical systemic customer service problems. (List five ways)
Q2: List five ways you can prevent or resolve communication breakdowns.
Q3: Identify three ways you can seek ongoing feedback from staff and customers.
Q4: List four measurements you can use to assess and evaluate your effectiveness when it comes to business
performance, customer satisfaction, staff performance, etc.
Q5: Identify six more general methods of assessing and evaluating your effectiveness with regards to quality
customer service.
Q6: Explain four ways you can identify when you need to adjust standards, systems, policies and procedures.
Q7: Define the ‘continuous improvement approach’ to making adjustments in the workplace. (Minimum 20 words)
Q8: Who do you need to communicate new approaches to?
Q9: Provide three tips for communicating new customer service approaches effectively.
Q10: Complete the CSI chart for your restaurant.
Use table provided below as a sample to record your answers and submit to your assessor.

Item Average Weighting Average Weighted score

importance scores factor satisfaction scores
A B C
Taste 9 32.1% 8 2.57
Presentation 3 7
Service 8 5
Value for money 8 28.6% 8 2.29
Total 28
CSI:

Q11: Look at the performance matrix. What is the systemic service problem that will need some attention?
Importance to customer Customer satisfaction
Knowledge of tour leader 8 3
Organisation of tour 6 8
Bus facilities 5 3
Value for money 8 8

Q12: List four sources of information on current service trends in the hospitality industry that affect service delivery.