develop and manage quality customers service pratcies

DEVELOP AND MANAGE QUALITY CUSTOMERS SERVICE PRACTICES
Table of Contents
Assessment 1: Written Questions    5
1.    5
2.    5
3.    5
4.    5
5.    6
6.    6
7.    6
8.    6
Internal Changes    6
Management Changes    6
Organisational Restructures    6
Recruitment Practices    6
Technological Changes    6
External Changes    7
Changes in the Competitive Environment    7
Economic Decline    7
Trends in Customer Preferences    7
Introduction of New Technology-Based Trends in the Industry    7
9.    7
10.    7
11.    7
12.    8
13.    8
14.    8
15.    8
Sales Reports:    8
Financial Reports:    8
Workplace Observation:    8
Talking to Customers:    9
Talking to Staffs:    9
16.    9
17.    9
18.    9
19.    9
20.    9
21.    10
Methods of obtaining feedback from internal customers    10
Methods of obtaining feedback from external customers    10
22.    10
Australian Tourism Accreditation Program:    10
Star Ratings Australia:    10
Eco-Tourism Australia:    10
23.    10
24.    10
25.    10
26.    11
27.    11
Nominating and charging cancellation fees:    11
Providing information about pricing:    11
Providing refunds:    11
Describing products correctly:    11
28.    11
29.    11
Staff personal presentation policy and procedure:    11
Complaints policy and procedure:    12
Service standards policy and procedure:    12
Refund and cancellations policy and procedure:    12
Staff professional development policy and procedure:    12
Assessment 2: Role Play    13
Task 1    13
Part A    13
Part B    13
Part C    13
Task 2    14
Task 3    14
Customer Policy    14
Bookings and Reservations    14
Staff Training    15
Menu Modifications    15
Sustainable Products    15
Task 4    16
Assessment 3: Demonstration    17
Task 1    17
Task 2    17
Task 3    17
References    19
Assessment 1: Written Questions
1.
Customer service is described as the assistance provided by the company to those people who have used or bought products from the company. The key steps to delivering quality customer service
· Be nice to customers and treat them respectfully
· Be clear about the information
· Make sure the consumer’s questions are answered
· Be reliable
2.
i. The customer service needs to make sure that customers feel listened to and their feedback is recorded
ii. The customer service agents should be empathetic and understanding
iii. The customer should be polite and control their emotions even if consumers are behaving irrationally
iv. The customer service agents should be informed about everything about the product and the organisation
v. The customer service agents should be consistent with their information and their treatment of all consumers should be the same
3.
The fronts of the house staff have to make a good impression, as they are the first interaction most consumers have (Parasuraman, Berry & Zeithaml, 2020).
i. Good appearance and clean clothes
ii. Smile and warm nonverbal communication that indicates politeness
iii. Polite way of speaking, ensuring to maintain eye contact when someone is talking
iv. They should be proactive and be helpful
v. Should not be clumsy, walk carefully and be able to be confident.
4.
The four attributes that the front of house staff need to have is to be attentive, observant, punctual and knowledgeable of the menu (Susskind, Kacmar & Borchgrevink, 2019).
The four attitudes that the front of house staff need to have is to be helpful, positive, friendly and service orientation.
5.
The customer service manager has the following responsibilities—
· The manager should train the agents in a way that act with politeness and are professional with consumer
· The manager should plan appraisals to monitor how the agents are performing
· The manager should hold meetings in order to understand what the team is facing trouble with and what improvements need to be made
6.
The supervisor’s roles and responsibilities are—
i. To communicate the organisational goals and targets to the employees
ii. To oversee the work of other employees
iii. Identify areas where the company can improve
iv. Encourage team morale
7.
The three trends that changed the hospitality industry are—
i. The increase in sustainability initiatives
ii. Increased emphasis of health and wellbeing services
iii. Integration of technology into the hospitality industry
8.
Internal Changes
Management Changes
The managers many have different strategies in order to plan how the agents should interact with consumers
Organisational Restructures
This change could lead employees to have to relearn aspects of the company (Galdes & Ericson, 2017). This could make the agents take time to do so and might cause tricky situations when they have to answer consumers
Recruitment Practices
The recruitment practices, if they change could lead to agents being different and handling situations differently leading to non-uniform treatment of consumers.
Technological Changes
This could lead to agents not knowing how to handle the new tech. It could also lead to agents being replaced by AI customer service agents.
External Changes
Changes in the Competitive Environment
This might lead to pressure on customer service agents to be able to retain consumers and a single mistake could lead to losing the consumer to the competition.
Economic Decline
This could lead to agents in fear of losing their jobs. This might make them make more mistakes and this could affect consumer- organisation loyalty
Trends in Customer Preferences
The agents should be aware of the trends and record this information.
Introduction of New Technology-Based Trends in the Industry
This would cause the department to incorporate the technology in order to improve their customer service (Fountain, 2019).
9.
i. Customer Service
ii. Customer Focus Groups
iii. Qualitative Research
iv. Quantitative Research
v. Feedback from service delivery colleagues
vi. Asking probing questions for customer service
10.
The three ways of obtaining information about the competition are—
i. Social Media: Social Media gives insight into what their marketing strategies are
ii. Target Market: Target Consumers who changes their loyalties will help to understand the company’s unique selling point
iii. Google Alerts: This helps to know the improvements and initiatives of the company.
11.
The two ways, in which staff can be involved are
i. They can provide their insight into how it can be improved based on previous interaction with consumers
ii. They can offer pragmatic insight into whether strategies would work
This is important as agents deal directly with the consumer so they have experience and insight into how strategies work and what strategies do work (Horton, Phillips & Lee, 2015).
12.
The eight inclusions should be—
i. The customer service agent must be professional at all times
ii. The guidelines in place should be followed at all times
iii. The customer should be treated with empathy and understanding
iv. The agent should be well versed with the various products and services of the company
v. The agent should contact superiors in case of a difficult consumer
vi. They should be aware of the reimbursement policies of the company
vii. They should provide incentives in order to maintain the consumers’ loyalty
viii. They should be patient with the consumer at all times
13.
The four ways to communicate to the staff about standards are—
i. Have the guidelines in place on how to behave and act in various situations
ii. Have qualities in place that all the staff must have and ensure when they interact
iii. Have frequent training sessions in order to reiterate these values
iv. Involve employees input with the values in order to ensure they retain it and accept the ideas
14.
The consumer and the staff are two stakeholders of the process who are directly involved with the product. This is why they can give good feedback. The consumer can give feedback on the product, things that...