1 (a) Research customer service policies and procedures and develop a customer service policy and procedure for at least three (3) different areas of the business. You will need to develop these policies and procedures in line with industry standards.

follow the template below:

1 (b) based on the question 1 (a) You are required to identify an existing customer service problem and do a new policy and procedure that addresses this and aims to improve the quality of service.

Identify customer service issues and create one (1) policy addressing and overcoming this.

• Identify systemic customer service issue / problem
• Create a new policy that improves customer service
• Involve staff when changes to customer service practices are made

 

1 (c) Implement and monitor customer service once the new customer service policies and procedures have been developed. This should occur over four (4) service periods. The implementation should include providing customers and staff with a new policy. After the four (4) service periods

Implement and monitor new customer service policies and procedures over four (4) service periods.

• Implement new policies and procedures
• Initiate staff training where required
• Provide staff and customers with newly developed policies
• Communicate expectations to staff
• Lead by example by following professional standards and acting as a role model
• Monitor staff to ensure agreed standards are being met

 

1 (d) You are required to evaluate the customer service practices you have created and identify any weaknesses. Once identified, you should review the policies and procedures, make any necessary amendments and communicate changes to staff.

• Customer service policies and procedures are developed in line with industry standards
• Customer needs, expectations and satisfaction levels are obtained via research methods.
• Developed for at least three (3) different areas of the business.
• Assess current customer service practices.

 

You are to evaluate the implemented policies and procedures and make the necessary changes. 

• Review policies and procedures
• Make necessary amendments
• Provide staff with the chance to participate in the improvement of customer service practices
• Seek continuous feedback from customers on ways to improve performances
• Evaluate feedback provided on ways to improve performances by both staff and customers
• Upload your revised customer service practices policy

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SITXGLC001 Research and Comply with Regulatory Requirement POLICY AND PROCEDURE TEMPLATE TASK 3.1 CA City Hotel Policy and Procedure Date Policy number Name Purpose Additional authority Scope Responsibility Audit and inspection Procedure Word/Term Definition (with examples if required) Communication and access Review Version Control and Change History Version Control Date effective Review date Approved by SITXGLC001 Research and Comply with Regulatory Requirement POLICY AND PROCEDURE TEMPLATE TASK 3.1 CA City Hotel Policy and Procedure Date Policy number Name Purpose Additional authority Scope Responsibility Audit and inspection Procedure Word/Term Definition (with examples if required) Communication and access Review Version Control and Change History Version Control Date effective Review date Approved by