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Assessment Task 1
Enhance Customer Service Experiences
Short Answer Questions
Questions
List three (3) principles of enhanced customer service experiences.
Answer:
List three (3) benefits of enhanced customer service experiences.
Answer:
List three (3) principles of positive communication.
Answer:
List three (3) benefits of positive communication.
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Explain three (3) techniques that can be used when providing services to customers to anticipate their preferences, needs and expectations.
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Explain two (2) conflict resolution techniques that can be used when providing customer service.
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Explain how feedback from staff and customers can be used to enhance customer service. (in 60 to 80 words)
Answer:
Explain how each of the following extras and add-ons may enhance a customer’s experience and provide an example as relevant.
| Extra or add on | How it can enhance customer service and example |
| a. Additional destinations | |
| b. Additional tours or cruises | |
| c. Cocktails and liqueurs to enhance the dining experience | |
| d. coordination services at events and conferences | |
| e. entrance to events, festivals and entertainment scheduled during customer stay at destination | |
| f. entrance to major attractions at destination | |
| g. extra food items | |
| h. flight fuel emissions offset fee | |
| i. local guiding service | |
| j. optional meals and dining experiences | |
| k. prepayment of baggage charges | |
| l. prepayment of in-flight meals | |
| m. pre-travel seat selection | |
| n. private car transfers in lieu of regular transportation options | |
| o. special offers or packages | |
| p. specialised styling for events | |
| q. storage for luggage after check-out | |
| r. travel insurance | |
| s. upgraded accommodation and flights | |
| t. wine or boutique beers to match meals ordered |
Thinking about the qualification (course) you are studying and the industry you would like to work in, answer each of the following questions:
Describe at least three professional service standards and protocols for staff.
Answer:
Describe at least three attitudes and attributes that would be expected to work with customers.
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Describe at least three key customer service needs and expectations in the industry.
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Describe two types of customer loyalty programs that exist.
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Describe how customer databases are used in this industry and three essential features.
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10. Choose a company you are familiar with and/or would be
interested in working for.
Answer each of the following questions.
What does the company say its response time is for providing services and resolving complaints? How does this compare to other companies?
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Describe key features of its customer service policies and procedures
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Summaries its complaint handling policies and procedures.
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Outline three promotional services offered by the company
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11. Explain the best practice process that a company should follow
for responding to the following common customer complaints:
incorrect pricing or quotes
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delays or errors in providing products or services
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misunderstanding of customer requests
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escalated complaints or disputes
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other team members or suppliers not providing special requests
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misunderstandings or communication barriers
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unmet expectations of, or problems or faults with, a service or product
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12. Explain how the following methods can help to compensate
dissatisfied customers.
| Method | How it can help compensate dissatisfied customers |
| a. negotiating with suppliers on customer behalf to gain reduced rates or extra services | |
| b. providing some or all services free of charge or at a reduced rate. | |
| c. providing discount vouchers to attend at a future time inexpensive add-on products small gifts special attention during the service period and special customer service delivery on next attendance |
13. Explain why it is important to consider each of the following
factors when determining compensation of dissatisfied
customers:
Financial constraints of the organisations
Answer:
Profitability of the sale
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14. Choose two (2) cultural groups you know about and for each
describe the following in relation to customer service:
Modes of greeting, farewelling and conversation
Answer:
Body language and body gestures
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Formality of language
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Clothing expectations for customer service staff
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15. Explain each of the following methods of collecting feedback:
Surveys
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Interviews
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Structured questioning
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Observation of customers
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Casual discussion
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16. Explain three (3) types of communication techniques, including
key features.
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17. Explain three (3) types of communication equipment that can be
used in customer service.
Answer:
