Assessment 1 - Project

Task -1

Report

1. Outline the principles and benefits of enhanced customer service

experiences and positive communication.
Answer:
To guarantee that you deliver the greatest possible customer service,
follow these steps:

• Recognize the importance of knowing what your customers value.

Excellent Customer Service
• Spend time learning about your customers' expectations.
• Pay attention to both pro and con remarks.
• Make sure that customer service is a priority in every element of your
organization.
• Constantly searching for ways to improve things you deliver to your
customers.

2. What are the techniques used to anticipate customer preferences, needs

and expectations? Answer:
• Instead than focusing on what product to sell, seek for next challenge.
• Pay attention to current clients' future requirements and address them.
• Give customers the opportunity to test before they buy.
• Make it simple for customers to express themselves.

3. Discuss one conflict resolution technique.

Answer: Pay attention, and be a good listener
4. What methods can be used to enhance service delivery in response to staff
and customer feedback?
Answer: below listed methods can be used to improve service delivery in
response to staff and customer feedbacks:
• Use tools to generate free surveys and polls.
• Requesting testimonials and recommendations from clients and
consumers via email
• Adding a review feature to your website.
• Collecting them from social media and soliciting feedback on them.

5. List at least 7 extras and add-ons you might offer a customer.

Answer: below listed are some add-ons we could offer to the customers:
• Provide reservation verification through SMS.
• Produce guide books and other materials
• Voucher and Discount
• Extraordinary client service Make free Wi-Fi available.
• Take into account supplying transfers.
• Make Offers to Customers as a Way to Reward Them

6. Choose the industry or sector that you are or would like to work in and
discuss the following: Answer: my organization is hospitality organization –
sunrise restaurant.
a. Professional service standards and protocols for service industry
personnel
Answer:
• Introduce yourself to each client with their first surname.
• Resolve client issues in 4 hours or less.
• If there are more than three clients in line, start a new line.
• Improve operational efficiency and employee productivity to boost
customer satisfaction and loyalty.
• Develop and implement continuous improvement strategies in order to
attain and sustain world-class performance levels.
• To improve performance, compare operations to the greatest
professional service firms and best practices.

b. Attitudes and attributes expected by the service industries to work with

customers
Answer: service industries expected these attitudes and attributes to work
with customers:
• Self-discipline
• Flexibility
• Ability to communicate clearly
• Possessing the Skill for Using Positive Words
• Assuming Accountability
• Perseverance
• Compassion

c. Different customer service needs and expectations

Answer: customer needs and expectations are as follows:
• Practicality
• Cost
• Affordability
• Conceptualization
• Dependability
• Discretion
• High-quality

d. Types of customer loyalty programs

Answer:
• Reward Program Based on Spending
 • Courses with Points
• Exercises with different levels of difficulty
• Programs with a high perceived value
• Collaboration Project
• Recreational Programs

e. Essential features and use of the customer databases

Answer: Data is a strong tool that may propel your business to new
heights.

• Sustaining brand loyalty

• In terms of consumer retention
• To give better service to customers
• Customers can contact you directly.
• When it comes to launching new items
• To use smart marketing to take you marketing to the next level.

7. Choose an organization you would like to or are working in and discuss the
following:
Answer: my organization is hospitality organization – sunrise restaurant.
a. Designated response times for providing service and resolving
complaints
Answer:
Customer support inquiries must be answered in about 2 hours on
average. How to shorten the time it takes for a customer support
representative to respond:

• Put customer service software in place

• Take advantage of email auto responders.
• Set up email alerts that are based on a specific time frame.
• Make use of text snippets and themes.
 b. Customer service policies and procedures
Answer: customer service policies and procedure are as follows:
• Create a vision
• Align customer support goals with your broader business goals.
• Establish consumer-friendly and transparent polices.
• Be aware of your customer's requirements.
• Outperform forecasts
• List your top 4 customer support challenges.
• Clearly communicated customer requirements

c. Complaint handling policies and procedures

Answer: complaint handling policies and procedure re as follows:
 Includes Ensuring that all concerns are resolved satisfactorily.
 Shall ensure that concerns are handled in a consistent manner.
 To create a system which allows for the timely, sensitive, and
proper management of grievances
 Raising knowledge of the criteria for reaction and grievance
management
 Establish a well-defined governance framework.

d. Promotional services offered

Answer:
Promotional services are those which aid in the dissemination of inform
ation about a product, service, or company. 
Together with effectively marketing the product, distributing the produ
ct, and selling the product, promotional services are one of the four fun
damental components of marketing.

8. Briefly outline the steps involved in solving each of the following problems:
a. Incorrect pricing or quotes
Answer:
• Be aware of who your customer base or consumers are.
• Be aware of your market.
• Be aware of your expenditure figures.
• Take some time to think about pricing and put some ideas into practice.

b. Delays or errors in providing products or services

Answer:
• Improve your customer service abilities.
• Make improvements to your current customer base.
• Submit a means for your consumers to provide feedback.
• Make use of the online order-receiving system.
• Make use of the Alert Alarm.

c. Misunderstanding of customer requests

Answer:
• Request permission to speak about the situation.
• Pose questions and pay attention to the responses.
• Identify and correct the cause of the misperception.
• Double-check that everyone is on the same page and that all feelings
have been addressed.
• Make no rash decisions.

d. Escalated complaints or disputes

Answer:
• Pay attention to the complaint
• Fill in the complaint's specifics.
• Gather all relevant information.
• Discuss possible solutions to the problem.
• Take action fast.
• Follow through on your promises.
 • Make sure you follow up.

e. Other team members or suppliers not providing special requests

Answer:
• Gather all relevant information.
• Brainstorm solutions to the situation alongside you colleagues.
• Take action fast.
• Motivate your coworker

f. Misunderstandings or communication barriers

Answer:
• When speaking up, make sure your thoughts are clear.
• Develop your listening skills.
• Be aware of your tone and body language.
• Discuss critical topics with one another face to face.
• Recognize that you aren't always the best.

g. Unmet expectations of, or problems or faults with, a service or product

Answer:
• Start discussing the solution
• Establish precise timetables
• Be open and honest;
• Be upbeat but practical;
• Follow up on concerns on a regular basis

9. Briefly discuss the methods of compensating dissatisfied customers.

Answer: methods of compensation are
Repair - If items or services fail to perform as expected or are defective,
you should be able to seek a repair.
 Replace - If items or services fail to perform as expected or are defective,
you should be able to seek a replacement.
Refund - If items or services fail to perform as expected or are defective,
you should be able to seek monetary refund.

10.What factors do you need to consider when determining compensation of

dissatisfied customers?
Answer: whenever a customer is dissatisfied with the services he or she
should get compensation. Compensation can be determined on the basis
of:
• Geographical location
• How long you've been together.
• Legislation from the government
• Financial capability
• Demand and supply

11.What do you need to consider when approaching each person

Answer:
Below listed is some pointer you taken care of when approaching any
individual:
 Draw attention to a commonality.
 Interrogate them
 Make it a 2 way communication
 Congratulate them and offer assistance.
 Maintain a lead position.
 Show off your athleticism.
 Be grateful for them.
 Be emotive when expressing yourself
12.What methods of collecting feedback could you use?
Answer: we can collect feedback from 2 ways:
A. Formal: formal feedback is usually conducted by the organization to
know their products and services.
Some types of formal feedbacks are:
 Surveys
 Interviews
 Structured questioning
B. Informal: informal feedback is a kind of face to face feedback which is
given at the time of conversation.
 Observation
 Casual discussion

13.What are the essential features, conventions and usage of different types
of communication techniques and equipment?
Answer:
Communication tolls and equipments are:
 Messages
 Emails
 Calls

Messages and emails features are:

 helps in proper understanding of the viewpoint of the dictator
 helps enhancing reading skills

Call features and usage are:

 Pay attention to the bodily manifestations of your emotions.
 Be conscious of how you communicate nonverbally.
Task 2

The customer service policy is:

The very first step towards developing fantastic experiences is to understand

your customers' interests and wants. Customers appreciate being able to
customize their experiences. By getting to know your consumers, you can
remember their names and previous conversations. If necessary, take notes on
what was discussed previously so you can make reference to it next time you
catch.

Strategies are

 Begin with a smile.

 Be courteous and respectful.
 Customers should be treated with sensitivity and compassion.
 Provide timely and accurate responses.
 Be dependable.
 Describe the procedure
 Providing information that is easily accessible.
 Become an expert in your field.

Task 3

1.

 During the client delivery process.

 Following the customer's delivery.
 Prior to the arrival of the customer.
 Before the customer arrives at the hotel, prepare anything and double-
check the customer's order.
  Online consumers' requests vs. real customers' requests

2. Its ideal if this is accomplished through customer satisfaction and employee

feedback.

3. Managers are in charge of creating a healthy work atmosphere and fostering

team cohesion.

4.

 In a nutshell, you require client profiles because they assist you in

expanding your business.
 They indirectly assist all of your business objectives and marketing
strategies. Without
 You wouldn't have the right skills to communicate successfully with them if
you didn't have them.
 Customers are at the heart of marketing, and ultimately, it's all about
communication.