Five Principles of Customer Service Experience and Personal Communication

Running head: COMMERCIAL COOKERY
COMMERCIAL COOKERY
Name of the Student:
Name of the University:
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Assessment 1: Written Assessment
Question 1
The following are the five principles of customer service experience and personal
communication:
1. Providing efficient and quality customer services must be the common principle of all
departments of the organization and every department must work as team to ensure
customer satisfaction.
2. Every staff member must engage in communications skills like empathy and patient
listening during customer interaction.
3. The organization must implement opportunities for receiving, sharing and relaying
customer feedback where customers can communicate their views, preferences and
grievances.
4. Every staff member must be well versed with all products and services provided by the
organization during customer interaction.
5. The organization must be prompt in handling customer queries and engage in time
management frameworks to prevent customers from waiting.
Question 2
Personal Benefits:
1. Increased levels of confidence among staff

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2. Customer centered work culture and increased rates of communication, interaction,
cooperation and collaboration among staff in the organization
Organizational Benefits:
1. Increased rates of customer retention and positive feedback from customers
2. Increased organizational profits and hence advantage over competitors
Question 3
Four techniques of anticipating customer expectations:
1. Providing platforms for customer feedback such as surveys or a customer service
helpdesk.
2. Allowing customers to try samples of products before purchasing.
3. Categorizing products and services provided by the organization based on customer
demand.
4. Identification of customer trends and formulation of customer profiles.
Question 4
Six different customer service needs and expectations in hospitality industry:
1. Timely and prompt delivery of services and products.
2. Having an opportunity to provide feedback or share their concerns.
3. Reasonable pricing of products and services.
4. Increased communication and interaction by staff.
5. Convenience while availing hospitality, for example: availability of mobile checking in
and out or food ordering services.

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6. Adherence to Corporate Social Responsibility (CSR) by the hospitality organization, for
example: deliverance of sustainable or eco-friendly services.
Question 5
Five techniques of conflict resolution:
1. Patiently listening and empathizing with both groups (between staff and customers, or
between staff and staff) who are at conflict with other.
2. Encouraging groups in conflict to work as a team and discuss collaboratively to manage
the conflict together.
3. Establishment of policies defining appropriate behavior and conflict manage frameworks.
4. Provision of rewards and incentives to appreciate efficient conflict management.
5. Ensuring a win-win situation by identifying the origin of the problem and not looking for
someone to place the blame upon.
Question 6
Five ways by which customer feedback can be helpful:
1. Products and services can be altered based on customer feedback to ensure improved
customer satisfaction and profitability.
2. Customer feedback will be helpful in identifying current trends in the market which the
organization can use to their advantage.
3. Customer feedback can be used to identify customer expectations from the organization
which staff can incorporate in their services.
4. Collecting and valuing customer feedback can improve customer satisfaction resulting in
customer perceiving that the organization values their opinions.

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5. Using customer feedback can be used as reviews and rating of products and services
which can further be helpful in drawing new and retaining existing customers.
Question 7
Three extra or add on offers provided during dinner services:
1. A small portion of a newly introduced food item as a sample to obtain customer
feedback.
2. Discount or loyalty coupons for customers who are frequently visiting the restaurant.
3. Special food offers for the day, such as free options or complementary dishes or drinks
served on ordering specific foods or beverages.
Question 8
Five ways which can be used to look after the customer with a sight impairment:
1. Providing a menu written in Braille.
2. Treating and communicating with the customer like other customer without segregating
him due to his impairment.
3. Assigning a separate staff for monitoring his movements to prevent any accidents.
4. Informing the customer when adding or relocating items on the table.
5. Ensuring the absence of any obstacles or unnecessary objects on the floor to prevent any
accidents.
Question 9
Personal Presentation Standards Staff compliance to appropriate attire,
accessories, shoes, personal grooming,
hygiene, hands and nails
Attitude towards customers Ensuring maintenance of respect and dignity of
the customer along with practicing skills of

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empathy and patient listening.
Communication skills Staff knowledge and practice of verbal and
non-verbal communication, gestures,
languages which are not English, formal as
well as informal terms and usage of product
information sheets or visual aids.
Service delivery Delivering service in a timely manner as per
customer demands and allowing the provision
for customer feedback.
Question 10
Six attitudes expected when dealing with customers in the service industry:
1. Attitudes of helpfulness, politeness and friendliness when interacting with customers.
2. Skills empathy and patient listening when the customer is speaking.
3. Maintaining appropriate standards of grooming and personal presentation.
4. Providing help and assistance when customers face a difficulty.
5. Possessing complete knowledge on all products and services provided by the
organization.
6. Maintaining an attitude of respect for customers from all cultural backgrounds.
Question 11
The expectations during dining will differ between an elderly person and a tradesperson
due to their health conditions and professional experience. The food choices and expectations of
an elderly customer will be based on his or her health conditions and hence, he or she will seek
foods which are texturally modified or easy to ingest and digest. The food choice of a
tradesperson on the other hand, will be based upon his or her profession. He or she will be more
aware of current market trends and customer expectations and hence, will expect the same to be
highlighted in the menu of the dining restaurant.