COMMERCIAL COOKERY 18: Written Assessment on Customer Service

This written assessment for a commercial cookery course explores various aspects of customer service within the hospitality industry. It addresses key principles of customer service, emphasizing efficient service, communication skills, and feedback mechanisms. The assignment delves into the benefits of excellent customer service, techniques for anticipating customer needs, and the importance of addressing diverse customer expectations. It also covers conflict resolution strategies, methods for utilizing customer feedback to improve services, and techniques for providing add-on offers. The assessment further examines how to cater to customers with specific needs, such as those with sight impairments. It also covers staff presentation standards, expected attitudes, and differences in expectations between various customer demographics. Additionally, it explores customer loyalty programs, the benefits of maintaining customer databases, and the practical application of customer profiles. The assignment also outlines customer service policies, complaint handling procedures, and methods for promoting repeat business and compensating dissatisfied customers. The document also includes details about responding to service delays. Overall, the assignment provides a comprehensive overview of customer service practices and procedures within a hospitality context.

Running head: COMMERCIAL COOKERY
COMMERCIAL COOKERY
Name of the Student:
Name of the University:
Author note:

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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.

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Question 12
The following four types of customer loyalty programs can be considered:
1. Point programs: It is the most common type of program where with every purchase
conducted by the customer, he or she earns points which can be accumulated to win
rewards, free gifts or offers in the future.
2. Paid programs or membership clubs: Customers are offered the option of joining the
membership club of the organization where after paying a quarterly or annual amount,
they get access to various benefits, offers and special services.
3. Value-based program: This will comprise of the organization establishing ties with an
external organization such as an orphanage, an animal shelter home or a public health
organization. The idea underlying this program is that with every purchase made by the
customer, a specific amount to the external organization as charity and the customers are
notified of the same.
4. Gaming program: The organization can incorporate gaming facilities where customers
can participate and score points along with winning rewards for the same.
Question 13
Three benefits of maintaining customer database in hospitality business:
Due to its availability of old databases, it will be beneficial in identifying services and products
which were not profitable for the organization.
It will assist in analyzing the changes in customers trends and preferences over time and hence,
provide insights into customer needs.

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It will help to track loyal customers or produce beneficial data for the creation of customer
profiles.
Question 14
Five ways by which data in customer profiles can be used:
1. Customer profiles contain information on the time of visit and products and services most
likely to be availed by repeat clients. This can be used by the organization to alter their
services throughout the day so that every customer gets personalized offers throughout
the day.
2. Customer profiles contain contact information of repeat customers so that the
organization can deliver specialized offers through mobile notifications and hence
established personalized connections with them.
3. Customer profiles comprise of data indicating the preferences of various customers,
based on which the organization can diversify their services, for example, add new items
to the menu or incorporate a mobile ordering service hence resulting in personalized
service delivery to repeat customers.
4. Using the contact data and interests of each customer outlined in databases, the
organization can provide appropriate feedback mechanisms or organizational contact to
such clients and allow them a more personalized channel to vent out their views or
complaints
5. Customer profiles will have personal data such as birthday’s family members or name of
their pet dog. This can allow the organization to establish deeper connections with repeat
customers through personalized services, such as a notification or special offers for their

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birthday or an anniversary special menu on the date of the customer’s wedding
anniversary.
Question 15
Five key aspects of customer service policy and procedure of Acumen:
1. Providing excellence in services for all customers with disabilities.
2. Ensuring accessibility of services for both staff as well as customers.
3. Providing services and goods in a way which is respectful of the liberty, dignity and self-
respect of individuals with disabilities.
4. Encouraging a two way form of communication so that individuals with disabilities can
communicate their needs and expectations of assistance.
5. Ensuring that individuals with disabilities can receive equal benefits which are also
available for usage by individuals who do not have disabilities.
Question 16
The following the steps of the Acumen complaint handling policy and procedure:
1. Firstly, the complaint must be managed directly with the student or staff member using
informal means of communication.
2. If problem is not resolved, the complaint can be escalated to the Student Support Services
who can establish and appointment for complaint resolution.
3. A Compliant and Appeals form must be completed, which when submitted to the Student
Support Services, will result in contacting the concerned parties for further investigation.
4. If the problem is still not resolved, an appointment can be set up with the manager of the
Operations department via the department of the Students Support Services.

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5. If the problem is not resolved, an appointment can be established with the CEO of the
department of the Students Support Services.
6. An external appeal can be reverted to, if the problem is still not resolved.
Question 17
Three promotional services which can be used to promote repeat business:
1. Adding business cards with every service or produce ordered by the customer.
2. Inclusion of free food or products samples with every order of the customer.
3. Use contact details of loyal or repeat customers to send personalized notifications of
offers, benefits or service discount.
Question 18
In response to the customer’s complaint:
1. The manager must firstly apologize to the customer and patiently listen to his or her
grievances.
2. A free food sample or gift card or discount coupon can be added to the customer’s
takeaway order.
3. A monitoring procedure can be conducted where the prices of every item on the website
can be checked in case of any discrepancies.
Question 19
Five methods of compensating dissatisfied customers:
1. The organizational staff must apologize immediately and offer free or discounted services
and products.

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2. The staff must empathize and actively listen to the customers point of view.
3. The staff must engage in a discussion with the customer and allow the customer to place
their views on what they consider to be the best solution to their complaint.
4. The staff must be prompt and handle the complaint immediately across all departments.
5. Along with providing a complaints form or grievance opportunity, the staff can also take
a follow up with the customer in the future to understand his or her levels of satisfaction
after compensation.
Question 20
The following steps must be considered in responding to a complaint on service delay:
1. Firstly, the staff must directly communicate with the customer using informal means of
communication to understand the nature of grievance related to the delay.
2. This can be followed by the staff providing prompt compensation, an apology and free
services or immediate provision of the service requested by the customer.
3. If problem is not resolved, the customer can be provided the opportunity to escalate the
complaint to the customer helpdesk or customer service department who can establish an
appointment with the customer for complaint resolution.
4. A Compliant and Appeals form must be completed by the customer, after which the
customer service department can contact the concerned parties for further investigation.
5. If the problem is still not resolved, an appointment can be set up for the customer with the
manager of the Operations department via the customer support department.
6. If the problem is not resolved, an appointment can be established for the customer with
the CEO of the organization or the department of customer service.
7. An external appeal can be reverted to by the staff, if the problem is still not resolved.

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Question 21
The following are the steps to be followed for responding to customer complaints:
a) A direct communication must be conducted with the team or staff member who is
responsible for the complaint or for not fulfilling the special requests. This will be
followed by a discussion where both parties must work collaboratively to find a solution
to the problem. Suppliers must be informed on the role products characteristics play on
customer satisfaction.
b) Customers or staff must be provided an opportunity to complain or voice their concerns
on expectations of the product. A compensation must be provided by giving a free
product or service followed by prompt communication of the complaint across all
departments of the organization.
Question 22
Five ways of overcoming language barriers:
1. Staff must demonstrate cultural competence and ensure that culturally diverse customers
are treated with empathy, respect and dignity.
2. Staff must be trained in using non-verbal or informal communication methods while
dealing with diverse customers .
3. Staff must provide visual aids so that such customers can communicate their needs.
4. Hiring multi-lingual staff can be beneficial for the future.
5. A cultural competence training can be provided to staff for future handling of diverse
customers