How would you respond to customers who have a complaint or are disputing something? If it is out of your level of authority, who would you inform?

Question 2

Why do you need to develop and communicate customer service policies and procedures and monitor them?

Question 3

How could you assess the outcome your customer service policies and procedures?

Question 4

There are several ways to obtain feedback from customers. Identify three (3) correct examples of how to gather information.

Question 5

Customer service improvements can be suggested by both internal and external customers. List three (3) examples.

Question 6

Why do standards assist with our customer service delivery?

Question 7

Procedures are developed to outline how a task should be performed in order to meet organisational policies. List three (3) procedures or policies that will assist in the achievement of quality customer service.

Question 8

What are three (3) things you could offer to a customer if they were not happy with the speed of their meal being delivered to them?

Question 9

What are are two (2) offers that a hotel may provide their guests on loyalty programs.

Question 10

When monitoring and adjusting customer service, identify three (3) things we must do to ensure we are providing the best possible customer service.

Question 11

When might a customer get a full refund on their meal in a restaurant?

Question 12

Where might you write down what the rules are for price changes or charging cancellation fee's?

Question 13

To ensure compliance with consumer protection laws and consistent quality customer service, what policies and procedures should a business have established? List three (3) correct answers.

Question 14

Gathering feedback from staff and customers can help develop customer service practices and assist with the improvement of products and services offered by the business. How can you facilitate this in the workplace? List three (3) things.

Question 15

Who needs to act as a positive role model and maintain the service standards in a business?