SITXCCS014– Provide service to customers

Student copy (For Student use only)– SITXCCS014– Provide

service to customers:

Question 1: How should you communicate with customers?

By telephone, emails, electronic or face-to-face

Question 2: Discuss the strategies you use to respond to the non-verbal

communication cues of customers.

1. Listen carefully to what the other person has to say, and to be a good listener,
you must be close attention to what the other person is saying
2. We retain relax. I contact while maintaining eye contact avoid giving or to look
someone in the eyes. It demonstrate your interest in them. I am your little attention
to them
3. Keep your body in an open position. Keeping your arm crossed. Your Tesco
can make and a pair defensive your open body language communicate that you
are respective to listening.
4. The other person is standing get seated being on the same level as someone
makes you seems less intimidating and can help them feel more at ease while
talking awkward or tense while talking.

Question 3: What is the importance of active listening?

The importance of active listening is to recognise customer individuality. encourage
active listening from all employees. and offer various ways for customers to provide
feedback.

Question 4: What is a medium of communication?

A speaker or a writer address their audience through a system or a channel as a

medium in communication is a channel by which a channel conveys a meaning to
their audience and may contain written vocal or non-verbal components

Question 5: Which uniform is mandatory for all customer service personnel?

The general uniform which need to be worn a tailored black pants, long black ties for a
business , a white loose fitting business shirts for men, black shoes with the close tole
and lower heel must be polished leather and you are uniform cannot have any pattern
on it.

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Question 6: How should you provide effective customer service?
You must know about the product know your product maintain a positive attitude
respond quickly personalise your service to help customer with them self.

Question 7: Discuss the three Ps Graphic qualities of Customer Service.

1. Product: the best people and the process cannot be successful. If the product
misses the mark in distribution include many factors that include design,
specifications, location and price
2. Process: a well intentioned team and market match. Product cannot succeed
without a sound process, will beat a good person. Every time quality expert a good
process is represent if efficient and constantly improving auditing. The current
process means digging deep and undertaking with a great award.
3. People: must be aligned to the right roles, highly skilled manners, who constantly
exceed time, quality and deposit objectives, but fall short with customer facing
interaction

Question 8: What are the four (4) ways you use to establish rapport with customers?
1. Be honest.
2. Make recommendations
3. Remember trust is a key to build a rapport with customers
4. Be empathetic

Question 9: Outline steps to meet customer needs successfully.

1. Identify : utilise the focus groups, interview service and social listening to
continue the examination of the customer needs
2. Distribute: once Number have been determined, you can distribute
them to the appropriate teams and departments.
3. Create: customise product features and right through the material that
address. The customer wants.
4. Collect.: Get feedback from customers frequently to find out how well you
are efforts suits your needs

Question 10: How should you meet your customer’s needs and expectations in the
hospitality
industry?
To meet your customers need an expectation in the hospitality industry
1. always tells the truth
2. Use guest reviews.
3. Simplify the buying process.
4. Improve your customer service.

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Question 11: How should you reduce the risk of chargebacks and minimise resulting hotel
losses?
1. By searching for the signs of fraud before arrival
2. Make a use open electronic card reader or dependable in printing device.
3. Clearly stating the terms for. payments cancellation.
4. Including not shows and attraction clause in the contracts for Group anyways

Question 12: How should you build good customer relationships?

1. Show customer that you understand what their need are
2. Except that some people won’t want your products and focus on
developing relationships with those who do
3. Help people even informing a customer about an event you know they will be
personally interesting and helpful. Keep customer informed about what is in the
four them to do business with you

Question 13: What are the ways you use to recognise customer dissatisfaction?
1. Analyse the behaviour of the customer.
2. Use questioning skills to understand the complaints or dissatisfaction of the
customer.
3. Determine is there any problem in serving the customer with the product and
services.

Question 14: Which communication techniques do you use to resolve customer complaints?
1. Do not panic.
2. Observe
3. Be considerate
4. Recognise the problem
5. Express regret
6. Keep track on their comments and gratitude

Question 15: How should you handle guest complaints?

1. Pay attention with empathy and passion
2. If possible isolate the visiotor prevent hetaing from the other visitor
3. Take compost avoid arguing with the visitor.
4. You should pay full attention to focus on the issue rather than assigning
blame and never insult a visitor

Question 16: Make a list of some routine customer problems.

1. Incorrect pricing of product and services
2. Delays in providing a product or services.

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 3. Misunderstanding of customer request
4. Providing incorrect services or products.
5. Request for refunds or exchanges

Question 17: What strategies do you use to escalate customer service issues?
1. Be clear and concise.
2. Ensure that you are well informed.
3. Keep emotions in a cheque and be practical.

Question 18: Discuss the ways you use while providing internal feedback on customer
complaints.
1. Be problem focused and specific
2. Talk about the situation. Not the individual.
3. Give praise where is due
4. Be direct but informal.
5. Be sincere

Question 19: How do you identify recurring customer complaints?

1. Analyse the past experience of the customers from the feedback.
2. Evaluate the feedback of the customers.
3. Ask questions to your customer to assess the feedback