Develop and Manage Quality Customer Service Practices

DEVELOP AND MANAGR
QUALITY CUSTOMER
SERVICE PRACTICES

Table of Contents
Q1 Define formal and informal research technique to obtain information on customer
needs expectation and satisfaction level................................................................................4
Q2. Name any six methods to provide opportunities for customers and staff to give
feedback on products and services.........................................................................................4
Q3. Mention any three internal and external environments that you should review to ensure
they may not affect the planning for quality services............................................................4
Q4.1 what were the major issues identified in the above scenario?.......................................5
Q5 List any six (6) types of policies and procedures for quality service provision...............5
Q6 consider the case study/scenario in question 4 and provide any three (3) examples of
how to communicate policies, procedures and expectations to staff in the workplace..........6
Q7 Please writes any three (3) suggestions for policies to be readily available to customers
and staff..................................................................................................................................6
Q8 List three (3) ways to monitor customer service in the workplace to ensure standards
are met....................................................................................................................................6
Q9 Mention any four (4) stages when staff training should be initiated to enhance customer
service....................................................................................................................................6
Q 10List ten (10) ways to take responsibility for service outcomes, dispute resolution and
to act as a positive role model for the professional standards expected of service industry
personnel................................................................................................................................7
Q 11 Discuss how to assess the effectiveness of customer service practices........................7
Q 12 Name any six (6) principles of quality customer service..............................................8
Q 13 What is the professional service standards, attitudes and attributes expected for
service industry employees to work with customers?............................................................8
Q14 When planning for quality customer service, why should new technologies or
equipment is introduced into the hospitality industry?..........................................................8
Q 15 When managing organisational restructures and management change, what internal
and external environmental changes need to be considered for effective planning and
minimal impact on customer service?....................................................................................9
Q16. List eight internal and external changes that need to be considered in recruitment
practices to maintain quality customer service?.....................................................................9
Q 17 Name any six (6) internal and external environmental trends in customer service
preferences that can have an effect on planning quality service..........................................10
Q 18 What is the main effects of change in competitive environment and economic climate
on planning for quality customer service?...........................................................................10

Q 19 Identify and explain five (5) roles and responsibilities of management, supervisors
and operational personnel in providing quality service? Write your answer in 150-200
words....................................................................................................................................11
Q20 In the table below, briefly explain how each of these formal and informal methods of
customer research can be used in 25-50 words for each......................................................11
Q 21 Explain why each of the below is important in implementing quality service
provisions in 50-100 words for each....................................................................................12
Q22 Discuss the four methods, listed, in the table below, of assessing the effectiveness of
customer service practices? Write your answer in 150-200 words......................................13
Q23 List that what are seven (7) methods of obtaining feedback from customers?............13
Q24 List any six (6) modern approaches/trends in customer service and how would you
communicate them to the staff involved in service delivery. Give any four (4) ways to
communicate with staff?......................................................................................................14
Q25 List two (2) Industry schemes, two (2) accreditation schemes and two (2) codes of
conduct aimed at improving customer service?...................................................................15
Q27 Discuss the objectives, components and comprehensive details of consumer protection
laws in relation to customer service and the businesses responsibilities, in particular:.......15

MAIN BODY
Q1 Define formal and informal research technique to obtain information on customer needs
expectation and satisfaction level.
Formal research is type of research in which the researcher collected the information
related to customer need and wants that is not gathered by any other researcher. It is useful in
identifying the demands of customer in order to satisfy them. It takes time and money too.
Informal research is the process in which investigator collected information that is
already gathered by any other researcher at workplace. It saves time and money related to
identifying the demand of customer in an effective manner.
(References: Silverman, D. ed., 2016. Qualitative research.Sage.)
Q2. Name any six methods to provide opportunities for customers and staff to give feedback
on products and services.
There are six methods which are used for taking the feedback from customer related
to products and services which is given below:
 Convey follow up email.
 Commence SMS surveys.
 Put in feedback surveys into your Wi-Fi network
 Generate paper feedback cards.
 Carry out client interviews.
 Examine recorded sales calls.
(References: Holtom, B.C. and Burch, T.C., 2016. A model of turnover-based disruption in customer services. Human
Resource Management Review, 26(1), pp.25-36.)
Q3. Mention any three internal and external environments that you should review to ensure
they may not affect the planning for quality services.
It is necessary to assess internal and external factor that helps in planning for quality
services in an effective manner which is discussed below:
References: ()
Internal factor
Human resource
Financial anticipation
Quality and size of infrastructure
External factor
Economic factor
Technological factor