Diploma of hospitality
Sitxccs501 manage quality customer service
Activity 1a explain the different between internal and external customer, give example of both
Activity 1b should internal customer receive the same service as external customer/why
Activity 1c how dose product and service quality by supplier impact on the product/service quality offered to customer
Activity 1d why do you need to clearly understand customer needs
Activity 2a what is the purpose of a customer survey activity 2b why is it necessary to collect feedback from customer ,suppliers and stakeholder
Activity3a Although the key indicator of Japanese marketing success in the motor vehicle manufacturing and other industries is their customer focus,thereare other contributing factors. What do you think they are
Activity3b briefly outline the way in which as service organisation of your choice uses market research to identify and pursue opportunities to enhance the quality of their service and product
Activity3c what are benefit of integrating market research finding into plaining for quality service
Activity 4a why should manager provider opportunities for staff to participate in the development of customer service practices and what format those opportunities take
Acitvity5a outline the step involved in development policies
Activity 5b what consideration should be taken into account when assigning responsibilities in policy document
Activity5c use the internet to source a quality service or procedure from a service organisation review the policy and prepare a brief commentary
A the intent of the policy
B its links to regulation and other policy document help by the organisation
C the scope of responsibilities covered in the policy
D recommendations for improvements to the policy document
Activity6a the responsible service og alcohol aims to provide consumers with safer venues that are committed to practicing harm minimisation techniques
Activity 6b research an organisation in the hospitality ,tourism or travel industry and develop a list the policies and procedures they have made available to customer and the method they have chosen to do this
Activity7a a number of strategies for monitoring the progress of achieving product and service target and standards have been discussed in the text. Which of these strategies dolour consider the most useful /why
Activity8a develop a questionnaire to identify the customer service training needs of worker responsible for administration in a hospitality ,travel or tourism business
Activity8b what should be considered when organising internal training for staff on customer service polices procedures and expectations
Activity8c research training provider suitable to deliver customer service training in your state /territory provide detail of one provider including their areas of expertise and justify why you would use this provider to deliver customer service training
Activity9a research two management roles in the hospitality ,travel or tourism industries and write a brief overview of service outcomes and dispute resolution responsibilities for each position .identify the skills ,knowledge and personal qualities required to manage service outcomes and dispute resolution for each position
Activity10a why is necessary for mangers to act as positive role models for professional standards expected of service industry personnel
Activity10b what is coaching
Activity10c what characteristics do you think a good mode or coach would have when have it come to developing team member professional service standards
Activity11a what are the benefits of seeking ongoing feedback from staff and customer and customer and using it to improve customer service performance
Activity12a analyse the result of a customer satisfaction survey from a service industry organisation of your choice. Use the survey results to access the effectiveness of the organisation’s customer service practices and identity any apparent systematic customer service problems. Prepare a brief report of your findings and recommendations.
Activity12b how can organisation decision to overcome problem and to adapt customer service product and service delivery