SITXCCS007 - Enhance customer service

experiences
Assessment 3 – Written Assessment

Trainee Name

Trainee ID Number

Trainer/ Assessor Name

Submission Attempt Attempt 1 - ☐ Attempt 2 - ☐ Attempt 3 - ☐

Trainee Declaration:
"I hereby certify that:
 This assessment is my own work based on my personal study/research, in my own words.
 I have cited all sources and material used to assist my research for this assessment.
 I have not copied or plagiarized any part of this assessment from another student.
 I or any other student has not submitted this assessment previously.
 I have kept a copy for my own records.
 I am aware of the availability of reassessment consistent with the Institute’s Reassessment
Policy.
 I understand my right to appeal the assessment or reassessment outcome, as per the
Institute’s Complaints and Appeals Policy.

Trainee Initials Date

 Questions

1 Describe the following conflict resolution techniques

Accommodating

Avoiding

Collaborating

Compromising
Competing

Describe, in point form, the steps you would follow to resolve conflict. Answer should include
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at least 10 points.

3 Describe 5 reasons why it is important to gather customer feedback.

 Describe 5 strategies appropriate to hospitality that you can implement to gather effective
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customer feedback.

5 Describe what you should do with the feedback received in Q4

6 Identify 5 strategies that you could implement to identify customer’s needs?

7 List 3 ways you could ensure customer feedback is effective.

 1. Live Chat.
2. Social Channels.
3. Polls And Surveys.

8 List and explain 8 different ways that could help you deliver superior service to customers

9 Why is following up with clients important? Explain your answer

10 What are the two dimensions of service?

11 Describe five elements of quality customer service

12 List 8 words or phrases that damage customer relationships

13 Identify 6 different common customer needs, and how you can address them.

Service breakdowns occur whenever any product or service fails to meet the customers’
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expectations. Describe the steps you would take to rectify a service breakdown.
 15 List 6 factors that may reduce / restrict or prevent service recovery?

ANSWER:
Six factors that may reduce / restrict or prevent service recovery are as follows as:

o Not tuning in

o Absence of regard

o Deficient materials or supporting hardware

o Poor or deficient correspondence

o Absence of preparing

o Work struggle

16 List and explain 6 things you should know about your customer
 Describe 2 techniques you could use to anticipate your customers’ needs and expectations
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throughout the service

1. Expecting Future and Repeating Client

 Apply Client Relationship the board (CRM) apparatuses.

These instruments can be bought as programming or can be assembled through a showcasing group.
CRM apparatuses will assist us with social occasion data about our clients including :

 Following promoting achievement

 Following client connections
 Following client segment
 Following clients who have answered special material.
 Following the outcome of our promoting exercises

 Utilize "next best activity" (NBA) approach.

This dynamic methodology can guess what our client might require from now on. By utilizing this, we
could surpass our client's assumption and gain a faithful following.
For instance, consider on the off chance that we own a baking organization. A lady comes to arrange
a wedding cake for her girl's wedding. As a bread cook, we could propose a fitting wedding clincher
or serving blade to go with her request. By expecting the lady's future activities, we might have the
option to advance extra deals.

 Having a reasonable vision for what's in store.

We need to have unmistakable responses to significant inquiries that will characterize the fate of our
business. These will both monetarily and client focused. This will assist us with expecting the
 requirements of our clients, yet additionally business and staff. Asking ourselves:

 "What is it that we need for our clients?"

 "What kind of clients would we like to draw in?"
 "For what reason does our business exist?"
 "How might we introduce this vision to our representatives, partners, and clients?

 Being responsible.
While the familiar saying "the client is in every case right" might be a piece buzzword, it actually
holds truth in the business world. To gather rehash and steadfast clients, we should be responsible
for our organization's activities.

 Responsibility occurs when the client strolls through our entryway. We ought to welcome our
clients at the way to show that we have an individual interest in their prosperity.

 Being responsible for any errors. Whether it is a harmed item, or a mislabelled value, it is our
obligation to work with the client. Offer a free substitution or marked down cost. Offer the
client to buy the item at the publicized cost. This will show uprightness as well as
responsibility.

2.Effectively Paying attention to our Customers

 We ought to Figure out how to listen effectively.

Undivided attention is a significant ability to figure out how to be a compelling communicator. Viable
correspondence is a significant instrument to expect client's necessities.

 We shouldn't have any desire to threaten our crowd. Loosening up our non-verbal
communication, yet remain alert by keeping in touch and gesturing our head when proper.

 We should keep a receptive outlook. On the off chance that we as of now have settled on a
response or arrangement, we will be bound to not effectively pay attention to our crowd.
Attempt and pay attention to all arrangements introduced prior to making determinations.
  Try not to interfere with the speaker. This might befuddle the speaker or divert her.
Regardless of whether we are feeling areas of strength for a reaction to what is being
expressed, hold on until the speaker is done prior to answering. We ought to Attempt to
picture what is being said. This will help comprehend and listen all the more really.

 We ought to pay attention to our past client's perspectives.

A piece of effectively paying attention to our clients, is effectively captivating in progress.

Hearing our clients to voice their thoughts will assist with building trust for future clients and
permit us to guess what those needs might be.

 Permitting clients (with some observing) to post on our business' virtual entertainment page.

 Empowering clients to compose audits of our business.

 Attempting and further develop our strategic approaches and expect client's
requirements in view of audits and remark

 We ought to be arranged while speaking with clients.

Chances are, in the event that we have been doing business for any period of time,
yoke as of now have a psychological rundown of "regularly clarified some pressing
issues" (FAQS). Prior to plunking down with a client or client we ought to recall the
centre disappointments, issues, and answers for better plan ourselves for what might
be inquired.

 Putting ourselves from our client's perspective.

Paying attention to our client's interests is one method for expecting future
requirements, however imagining their perspective is altogether unique. Take a stab at
utilizing our own items or working on being our own client to recognize what future
issues and disappointments might be.

 For instance, on the off chance that we are a photo, practice a shoot on a
companion. Our companion will undoubtedly be more legit with us on our
activities.

 Or on the other hand, have an individual picture taker play out a shoot on us .
Distinguish how we feel about specific parts of this training. Could we change
any of the experience for a client?
 Describe each of the following standards as they relate to working within the hospitality
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industry

Respect

Integrity

Describe 2 different client reward / loyalty programs that are used in the hospitality industry,
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along with their benefit for a commercial restaurant

20 Describe 5 essential features that should be in any good customer database

 Describe 2 scenarios where the use of customer databases will help a hospitality-based
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organisation

Describe 3 different customer service need / expectations that relate to the hospitality
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environment

Describe 3 main factors that must be considered when determining compensation for
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dissatisfied customers
1. Long periods of involvement and training level
It most likely should be obvious, yet the more experience and schooling a competitor has, the higher their
normal pay. Thus, assuming you're expecting to draw in work searchers with graduate degrees or over 5
years' insight that need be prepared to likewise redress.

2. Industry
Labourers with comparative, or even a similar work title can expect immensely various wages relying upon
what industry they're in. There are many purposes behind this disparity - at times their work capability might
be basic to a specific industry, or it might essentially involve one industry being impressively bigger than the
others.

3. Area
Typical cost for most everyday items, a central point to consider while deciding pay, is generally reliant upon
area and, all the more explicitly, and the expense of lodging. This is undoubtedly somewhat why
compensations in enormous metropolitan regions are for the most part higher than pay rates for comparative
situations in additional rustic areas. Be that as it may, with the flood in remote work, numerous businesses
have moved to job based remuneration, as opposed to area based. Do an exploration to see what the
pattern is their field.

What would be the industry acceptable response time for resolving or responding to a
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complaint?

The optimum response times, according to the same joint poll, becomes a hour. "Though some
customers are content with a 24-hour connection speed," they write, "31.2 percent of customers
polled want a response in one minute or less."

 Setting assumptions proactively before an issue emerges.

The initial step is to proactively lay out sensible assumptions with the client about reaction time
and cycles.
  Conveying deferentially during the issue dealing with process.

Two key things we accentuate in our Administration Greatness programs:

 Guarantee that we've tuned in, care and need to help.

 On the off chance that the issue can't be settled right away, be clear about the
subsequent stages.

 Dealing with those following stages well through viable cycles and innovation.

Subtleties will differ, obviously, as per numerous variables: whether the collaboration is B-2-B or
B-2-C; the business; SLA (administration level arrangements); the correspondence channel (eye
to eye, email, telephone, web-based entertainment, and so on); acceleration necessities, etc.
Anyway, best practices include:

 Following client assumptions and client information precisely;

 Keen steering to the right help provider(s) in our association;

 Observing and hailing capacities inside the interaction;

 Client admittance to supportive data (e.g., from our Site);

 Specialist co-ops who understand what to do when things turn out badly or when
exemptions should be tended to — not only for the "blissful way."

Ideal time periods for dealing with client issues isn't normally about the truth; it's about the client's view of us
and the cycles we put them through. In any event, when we can't "fulfil" a client (i.e., they're not getting
precisely exact thing they need or inside the time span they needed it), we can generally say and get things
done to keep up with their "faithfulness" (i.e., they stay with us and even commend to other people).
 25 Describe an acceptable response for the following customer complaints

incorrect pricing or quotes

delays or errors in providing products or

services

misunderstanding of customer requests

escalated complaints or disputes

other team members or suppliers not

providing special requests

misunderstandings or communication
barriers

unmet expectations of, or problems or

faults with, a service or product
 Describe 5 typical add-ons / up-sells that are inherent in the vast majority of commercial
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restaurants.

Apart from providing discounts or free food, list 5 other methods you can use to help
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compensate dissatisfied customers

List 4 triggers / identifiers that will alert you to a customer that may have some special or
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specific needs
 Four triggers / identifiers that will alert to a customer that may have some special or specific needs are as
follows as:

1. Blind/ Visually impaired persons.

2. Deaf or hearing impaired persons.
3. People with understanding/ Learning impairments.
4. Wheelchair users

List 3 different types of communication systems including when they are used and what their
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purpose is
 1.Duplex correspondence framework:
The duplex is a technique for correspondence where framework can send and get information bi
directionally. A duplex correspondence framework is a framework made out of two associated gatherings or
gadgets that can speak with each other in the two bearings. The duplex frameworks are utilized in numerous
correspondences organizations and consider a correspondence two way road between two associated
parties or to give a converse way to the observing and far off change of hardware in the field.

2.Optical correspondence framework:

An optical correspondence framework is an edge used to give link interconnections between
correspondence offices, which can coordinate fibre joining, fibre end, fibre optic connectors and connectors
and link associations together in a solitary unit.

3. Power line communication systems:

Power line communication (PLC) frameworks use existing electrical power frameworks as a correspondence
medium to empower information transmission over electrical cables, though the primary errand of the
electrical cables is the conveyance of AC (at 50 or 60 Hz recurrence) or DC electric power from energy age
plants to the clients/clients.