HOSP1102

THE COUNCIL OF COMMUNITY COLLEGES OF JAMAICA

FINAL ASSESSMENT

SEMESTER II – 2022 MAY

PROGRAMME: ALL PROGRAMMES

COURSE NAME: CUSTOMER SERVICE

CODE: HOSP1102

YEAR GROUPS: ONE

DATE: TUESDAY, 2022 MAY 24

TIME: 9:00 A.M. – 12:00 P.M.

DURATION: 3 HOURS

This paper has 2 pages

INSTRUCTIONS:

1. ANSWER ALL QUESTIONS

2. ATTACH THE SIGNED CCCJ ASSIGNMENT COVER SHEET TO THE FRONT

OF YOUR ASSIGNMENT BEFORE YOU SUBMIT

NOTE: YOUR ASSIGNMENT WILL NOT BE ACCEPTED IF YOU DO NOT COMPLY

WITH 2. ABOVE

YOUR COMPLETED WORK MUST BE SUBMITTED WITHIN THE SPECIFIED

DURATION OUTLINED ABOVE TO PREVENT PENALTIES

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 HOSP1102

SECTION B

Instruction: Complete ALL questions.

Question 1

A. Describe ANY TWO (2) phases of customer flow that management must be cognisant of
in order to deliver excellent customer service. (4 marks)

B. Elaborate on FIVE (5) strategies a firm may use to reduce the psychological impact of
waiting in line. Provide an example of each. (15 marks)

C. Define the term ‘service culture’. (3 marks)

(Total 20 marks)

Question 2

A. Highlight FOUR (4) characteristics of service that organisations need to be cognisant of.
(8 marks)

B. Discuss THREE (3) strategies that businesses should use to foster customer loyalty. Give
one example appropriate to each strategy. (12 marks)

(Total 20 marks)

Question 3

A. Describe TWO (2) types of customers that companies have. Submit a scenario which
depicts both types. (8 marks)

B. Assess FOUR (4) conflict management strategies that can be used in organisations to
minimise conflict. (12 marks)

(Total 20 marks)

END OF ASSESSMENT

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