1 Describe the following conflict resolution techniques

Accommodation Avoiding

Collaborating Compromising Competing

2 Describe, in point form, the steps you would follow to resolve conflict.

You should address at least 10 points and give an example for each.

3 Describe 5 reasons why it is important to gather customer feedback

4 Describe 5 strategies appropriate to hospitality that you can implement to gather effective staff and customer feedback to enhance service delivery

5 Describe what you should do with feedback received from staff and customers to enhance service delivery

6 Identify 5 strategies you could implement to identify customer's needs

7 List 3 factors required to ensure customer feedback is effective

8 List and explain 8 different factors that help you deliver superior service to customers

9 Why is following up with clients important? Explain your answer

10 What are the two dimensions of service?

11 Describe the five elements of quality service and enhanced customer service experience

12 List 8 words or phrases that damage customer relationships

13 Identify 6 different common customer needs, and how you can address them.

14 Service breakdowns occur whenever any product or service fails to meet the customers' expectations. Describe the steps you would take to rectify a service breakdown.

15 List 6 factors that may reduce / restrict or prevent service recovery?