EQUIP AFRICA INSTITUTE

COLLEGE EXAMINATIONS 2021

CONTINOUS ASSESSMENT TEST

UNIT CODE: OACR/03/4

UNIT NAME: CUSTOMER CARE

TIME: 1 HOUR

DATE: OCT 22,2021

Instructions: Answer ALL questions (20 marks)

1. Who is a customer? (1 mark)

2. What is customer care? (1 mark)
3. You are applying for a job at the front desk of Hilton Hotel. What are some of the important
skills you need to have to provide great customer service? (4 marks)
4. How does one handle customer complaints? (3marks)
5. Mary’s boss is thinking of switching to a digital visitor’s logbook instead of having the physical
one where visitor’s sign in. What are some of the advantages of a digital visitor’s book? (4
marks)
6. What is office etiquette? (1 mark)
7. How do you maintain office hygiene in the workplace? (3marks)
8. What are the advantages of an open plan office? (3marks)
1. A customer is a person who buys goods or services from a shop or business
2. Customer care involves putting systems in place to maximize your customer’s satisfaction with
your business
3. Problem solving skills, Communication skills, Negotiation skills, Product/ service knowledge,
Time Management skills, Computer skills, Listening skills, interpersonal skills, language and
literacy skills
4. Listen, Record for follow-up, Apologize, Put your emotions aside, Attentive to the client,
Concentrate on the issue, not the person, Target key points, Investigate with questions, Verify
client’s needs, Energize your response
5. Quick and easy check-in and check-out, Contactless visitor entry procedure, Enhanced security
and safety, Cloud based visitor management system
6. Accepted codes of conduct in the office setting
7. Implement hygiene policy, Take out trash daily, Minimize clutter on desk, Make daily clean-up a
habit, Put up signs that remind everyone to clean up, Provide wipes sanitizers and tissues,
schedule office cleaning
8. Reduces costs and saves space, Encourages collaboration and communication among team
members, flexible seating arrangement,