This document presents a comprehensive project on developing and managing quality customer service, designed for a Diploma of Hospitality Management program. The project encompasses three key tasks: a research project to gather customer feedback using both formal and informal methods, a written customer service plan addressing key quality service issues, and a detailed coaching session plan to assist colleagues in handling customer service issues effectively. The research project involves analyzing customer needs, expectations, and satisfaction levels through questionnaires and other methods. The customer service plan focuses on identifying customer requirements, analyzing price-value, providing excellent hospitality, and establishing communication channels. The coaching session plan covers key service areas such as response time, service and price guarantees, product quality, document and personal presentation standards, and complaints management. The student provides detailed answers to questions, demonstrating an understanding of customer service principles, quality assurance, and the impact of legislation and industry schemes. The assessment covers elements related to enhancing quality customer service, managing service delivery, and monitoring and adjusting customer service, providing a thorough overview of best practices in the hospitality industry.
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