Qus16) What is difference between quantitative and qualitative data collection, and how are they used in market research?

Qus17) List 4 pieces of information you should look for when researching your organization competitive environment?

Qus18) List 3 people you would you involve in the development of your organizations customer service procedures (and why)

Qus19) What industry schemes may impact on customer service standards and industry?

Qus20) Describe how each of the following environmental changes would affect your planning for quality customer service

• New competition/New restaurant opening up in same street
• A large local employer closing down
• New company owners
• Changes to your organizations recruitment process
• Change of customer demographics
• Purchase of new equipment (Improvement on current equipment)

Qus21) Describe 5 things /pieces of information that should be included in all customer service surveys

Qus22) Provide an example when it is appropriate to use a customer focus group as part of your customer research process.

Qus23) Describe 3 different group classifications you should always ask for feedback from when reviewing or managing your organizations customer service

Qus24) Describe 3 methods you can use to implement a new quality service provision/ process

Qus25) List 7 different methods you can use to obtain feedback from your customers

Qus26) List 3 pieces of information you should obtain when examining your overall business performance to determine the effectiveness of your customer service practices.

Qus27) Describe 3 ways you can monitor the effectiveness of your staff in achieving set customer service standards

Qus28) Describe 3 ways you can monitor the effectiveness of your policy and procedures in explaining customer service standards

Qus29) List 4 places you can identify current service trends for your industry / or service changes that affects your restaurant.

Qus30) Briefly describe the following policy

• Complaint and dispute management
• Acknowledging and greeting customers
• Authority for different level personnel to resolve complaints, disputes, service issues and customer compensation
• Loyalty program
• Presentation standards for customer environment and customer service personnel
• Pricing and service guarantees
• Product quality