Question 1

A. Using FOUR (4) points, differentiate between modern and traditional management hierarchy. (8 marks)

B. Consider FOUR (4) strategies that an organisation may use to minimise a customers perception of waiting time. (12 marks) Total 20 marks)

Question 2

A. Elaborate on the SEVEN (7) deadly sins in customer service. (14 marks)

B. Explain how the different categories of customer turnoffs may influence customer loyalty. (6 marks) (Total 20 marks)

Question 3

You are short-staffed due to your cashier calling in sick at the last minute. You pulled some floor staff to help with checkout but their lack of experience and the afternoon rush is causing some delay. A customer approaches you saying that she has been in line for 15 minutes and must leave if she is to make it to her appointment on time.

A. Explain the term conflict resolution in customer service? (4 marks)

B. Describe the conflict in the scenario above and explain how you would go about resolving the issue(s.) (10 marks)

C. Outline TWO (2) benefits that a company derives from resolving customer conflicts quickly and efficiently. (6 marks) (Total 20 marks)