If I CHOICE BUSINESS C U L L E G E SITICCSUIJS - DEVELDPAND MANAGE QUALITY CUSTOMER SERVICE PRACTICES 15. 16. 17. 18. 19. When monitoring customer service. you must ensure that staff comply with legislative requirements. What two laws do staff need to be aware of? (a} Sale of Goods Act and Customer Service Act. (b} Trade Practices Act and Hospitality Services Act. (c) Trade Practices Act and Sale of Goods Act. (d) Sale of Goods and Services Act and Consumer Rights Act. There are three essential criteria that must be met for feedback to be effective. Which one is not one ot these criteria? (a) The feedback must be in written format. (b) The feedback must be obtained regularly. (c) The feedback system must allow for both positive and negative feedback. (d) The feedback must focus on what the customer wantsfneeds or does not wanttneed. In an establishment that values continuous improvement. systems and procedures are always evolving. Is this a positive thing? (a) Yes. because it acknowledges that customers' needs and expectations change, society and the economy changes. businesses grow and expand and so on. (b) Yes. Constantly changing procedures will prevent stafl getting bored. (c) No. Change always creates more work and often results in staff frustration. (d) No, but it is necessary if you want to please customers and keep up with your competitors. Which of the following events is not likely to result in adjustments to standards. systems or procedures? (a) A new work system or process is introduced in the workplace. (b) A long-term customer service issue is identified. (c) A restructure takes place in the workplace. (d) A new staff member is employed. Which of the following statements made by hospitality managers relates to continuous improvement processes. and not quality assurance? (a} 'In the next couple ot months we will do an audit of our processes to make sure that what we are doing is consistent with what is recorded in our written procedures.' (b} 'As I watch the meals leave the kitchen. I could not believe the inconsistency in serving sizes.\" (c) 'l have to remind housekeeping staff that each room should look identical in presentation regardless of who makes up the room.\" Cholce Business College Pty Ltd ABN 28 130 302 000 I RTE] 4129? I CRICDS PROVIDER CODE 0344\": V 21! Last: updated 1911.11\": 21.! ll