List principles of enhanced customer service experience

Question

Assignment Purpose: This document represents the main assessment instrument for the unit of competency SITXCCS007 - Enhance customer service experiences

Assessment 1 - Written Questions

Question 1: List five principles of enhanced customer service experience and personal communication?

Question 2: What are the personal and organizational benefits of enhanced customer service and positive communication to an organisation? List 2 each.

Question 3: List 4 techniques to anticipate customer preferences, needs and expectations throughout the service experience

Question 4: Identify six different customer service needs and expectations specific to the hospitality industry.

Question 5: List five conflict resolution techniques you can use to establish the facts, prevent escalation, and work towards an agreeable solution.

Question 6: Identify five ways staff and customer feedback can help enhance customer service delivery

Question 7: List three extras or add ons you could offer customers at your restaurant during a dinner service.

Question 8: You work waiting tables in a crowded, busy restaurant. The maître d' has just informed you that a regular customer with a sight impairment is on table 4. Explain five ways you would look after this customer.

Question 9: Describe the customer service standards expected in a restaurant in reference to each of the categories listed below Personal presentation standards

• Attitude towards customers
• Communication skills
• Service delivery

Question 10: Identify six attitudes and attributes the service industry expects of you, when working with customers.

Question 11: How might customer expectations differ between an elderly customer and a tradesperson on their lunch break dining in a bistro?

Question 12: Identify four types of customer loyalty programs you could use to promote repeat business.

Question 13: List 3 benefits of maintaining a customer data base in hospitality business:

Question 14: List five ways in which the data contained and maintained in customer profiles can be used to provide personalized, tailored products and services to repeat customers.

Question 15: List 5 key aspects of the Customer service policy and procedure of Acumen:

Question 16: Outline key steps of the Acumen complaint-handling policy and procedure.

Question 17: List three promotional services you could offer to promote repeat business.

Question 18: A take away customer is not happy as he feels his meal does not reflect the price as listed on the website? What would you do?

Question 19: A customer is not satisfied with the product and services provider at Acumen restaurant. List at least 5 methods of compensating dissatisfied customer. .

Question  20: Outline the steps you would take to respond to a customer complaint experiencing service delay with ordered product or service.

Question 21: Describe steps you would take for responding to the customer complaints in relation to:

a) other team members or suppliers not providing special requests

b) unmet expectations of, or problems or faults with, a service or product

a) other team members or suppliers not providing special requests

b) Unmet expectations of, or problems or faults with, a service or product

Question 22: You work as a waiter in a restaurant. Your manager informs you that a group from Cambodia who speak very little English have made a booking for dinner and are about to arrive. State five ways you can overcome language barriers when dealing with them and describe procedures for responding to customer complaint in respect of misunderstandings or communication barriers in about 20 words.

Question 23: What are three things you should consider when providing compensation to dissatisfied customers?

Question 24: Provide 3 examples of general expectations and requirements which would typically apply to customers from diverse cultures?

Question 25: Give 3 examples of customs and practices you should consider when providing services to following customer group/ categories:

Question 26: List three methods you can use to collect formal and informal feedback from customers.

Question 27: Describe the role of social media and website in customer service. List three social media platforms that aid in customer service. (in about 30-40 words)

Question 28: Explain why it's important to apply good questioning techniques when communicating with customers who are complaining? (in about 30-50 words)

Question 29: Explain the importance of talking to customers at the end of their dining experience in about 20-40 words.

Assessment 2 - Project and observation

Task 1: Service Plan

You must write a Service Plan in the template provided Appendix A according to the menu chosen for the session. Your Assessor will hand you over the required menu. If you do not understand any part, ask your assessor/trainer.

Part a: Menu details

Write down all dishes from the menu and the number of serves based on inputs from your assessor. The number of serves may vary from the standard recipe you have been provided with.

Part b: Miseen place list

List all the equipment required including cutlery, crockery, glasses and any other service equipment which are necessary to serve 20 covers.

Plan how many tables would be needed to serve 20 covers.

Task 2: Serve the customers

After you have successfully written the Service Plan, you are required to put this plan into action and the following must be completed:

You must serve at least two external customers. Your service must include:

• welcoming and seating customers
• providing customers with menu cards and allowing customers time to decide orders
• informing customers of menu and pricing options
• informing customers of promotions and add-ons
• checking whether customers have any special dietary requirements and advising them of the menu modifications possible
• checking whether customers are ready to order
• conveying customer orders to the kitchen
• informing relevant team members about customer needs and special requests and ensuring they understand
• checking and ensuring product meets customer needs before providing to customer
• anticipating delays to orders based on special requests or kitchen errors and conveying delays to customers
• compensating customers for delays within allowed limits
• serving food and beverages to customers
• checking customer satisfaction, and replenishing drinks and water as required
• asking customers for informal feedback on food, beverages and service
• using warmth, courtesy and professional language to encourage repeat business - e.g. after the meal, thanking customers for their visit

At the end of the service, you must clean and reset the table for the next service.

During your service, your assessor will simulate a difficult service situation that you must satisfactorily handle. This could be a part of the demonstration, or the assessor may ask you questions orally, and you must satisfactorily answer those questions.

Difficult service situations could include:

• errors in orders put through to the kitchen
• errors in orders delivered to the pass
• delays in service
• errors in orders served to customers

You will be assessed on your ability to:

• Serve customers to industry and the standard based on what you have learned in this unit
• Work as part of team with at least two other team members, ensure that your conduct is professional by treating your colleagues as internal customers
• Use problem solving skills to identify problems and take immediate action to address them before serving the customer
• Seek formal and informal feedback from customers on quality of above service

Your Assessor will observe you working in the Front of House serving customers and will complete the Role Play Observation Checklist to record your performance in this task. Please read it through before you commence the service so you know exactly what is expected of you.

Difficult service situation scenarios

Range of problems or issues that arise while providing service to customers.

1. One portion of the order is missing from the pass.

2. An order is ready to be picked up from the pass. One of the plates has a smudge on it.

3. Delay serving orders - food has gone cold.

4. One plate out of all the others has an order modification, but it is not identified clearly and student is unsure of what they are serving.

5. You check an order that the chef has put on the pass. The docket says 'dressing on the side' but the sauce is on the salad.

6. A lot of orders went to the kitchen at the same time, so it may take a little longer for food to be served.

7. A customer has asked for a chicken salad. This is not on the menu.

8. A Table has complained about their drinks not arriving. The order was not put in.

9. Wrong order was delivered to a table, while the table that placed the order is still waiting.

Task 3: Complete Complaints and Service Issues Register

Based on the difficult service situations you encountered in Task 2, make entries in the Complaints and Service Issues Register in Appendix B.

In the register, you must note down:

• the details of complaint or service issue
• actions you took to resolve the matter
• follow-up required or suggestions for changes to processes required to prevent such an issue occurring in the future

Assessment 3 - Case Studies

Case Study 1 - Difficult and demanding customer

Task: Based on the scenario above, answer the following questions in the space provided.

1. How can you respond to the customer's last comment, in order to de-escalate the situation and continue to provide good customer service? Respond in no more than 30 words.

2. Based on the customer's needs - i.e. in a hurry to catch a show after the meal - how can you personalise the service satisfactorily? Identify one suggestion you can make to the customer, and one thing you can say to them to assure them that you have understood their needs. Respond in no more than 40 words.

Case Study 2 - Dissatisfied customer

Task: Based on the scenario above, answer the following questions in the space provided.

1. Identify three possible solutions to address Samantha's complaint and provide customer service in a way that ensures repeat business from Samantha.

2. Identify two details you can note in a customer profile for Samantha, to provide her with personalised service or compensation for her next visit.

3. You have been authorised by the chef to offer Samantha a complimentary two-course meal for two people, on a weeknight. Prepare a written response to Samantha, in the space below. In your response, you must:

• acknowledge her complaint and express understanding of the various issues in her complaint
• offer compensation based on the authority you have received from the chef, and ask for Samantha's contact details to send her a voucher
• provide information about how you will ensure this does not happen again
• use language that demonstrates a commitment to customer service, and build a positive relationship and repeat business

Your response should be no longer than 150 words.

4. Make an entry of this customer complaint in the Complaints and Service Issues Register, and make suggestions to prevent booking errors and food delays, and to ensure food quality.

Case Study 3 - Role play: Customer booking conflict

Part A: Discussion

• Ask the student for their input on how to provide an alternative solution to Apex Learning.

E.g. "what can we do for them?"/ "can we fit them in somewhere else in the restaurant?"

• Mention that it is possible to make a big table for 14 in the dining area. Ask the student if this is acceptable.
• Ask the student if any free entrees can be provided for the table, based on dietary preferences specified.

Together, with the student, check the special requests in the customer profile and finalise the special dietary requirements to be offered in the free entrees.

• Finalize a plan of action, in closing the role play.

E.g. - "So, I will contact Maria to let her know we can give them a table in dining room, and offer them some free entrees. Is this ok?"

Part B: Your colleague informs you that Maria has accepted and confirmed the alternate arrangements you have made.

Based on your discussion with your colleague in Part A, update the customer's reservation details and booking history in the customer database in Appendix C. You must include all the details of the revised booking, including compensation/ promotions you are providing to the customer.

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Attachment:- Enhance customer service experiences.rar