assognmnt 008 SHORT ANSWETS SITXCCS008_Student Assessment v2

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Course Code SIT50416 Course Name Diploma of Hospitality Management (Cookery) Unit Code SITXCCS008 Unit Name Develop and manage quality customer service practices Due Date __21 October 2021______________ Assessment Name Short Answer Questions Case Study Practical Observation Student No. ___184988________ Student Name __kirandeep kaur sandhu_______________ Student Phone ________________ Student Email Kiran121387@gmail.com Student Declaration I declare that this assessment is my own work and where my work is supported by documents from my workplace placement/employer permission has been granted. Note: This assessment will not be accepted unless all sections have been completed and the front cover has been signed and dated. Filling out this coversheet as part of an electronic submission and approving the above information will operate in the same way as physically signing this cover sheet. Student Signature _____kiran____________________ Date: _____________________________ Office Use Only Date/s Received: ___/___/___ ___/___/___ ___/___/___ Date/s Assessed: ___/___/___ ___/___/___ ___/___/___ Result of Assessment:___________ ___________ ___________ Entered on Training Plan Moderation Signature Note for Assessors: Filling out the above Office Use Only section as part of an electronic submission will operate in the same way as physically signing this cover sheet. If not physically signed, Assessor must print their name in signature box. /var/filecabinet/temp/converter_assets/ea/b1/eab16efa4c68475aa971d6df911dd33fbf1cb2ab.docx Imagine Education Student Assessment Cover Sheet

Course Code and Name: SIT50416 Diploma of Hospitality Management (Cookery) Unit Code: SITXCCS008 Unit Title: Develop and manage quality customer service practices Assessment 1 Your task: Provide a detailed response to each of the following questions. 1. Explain how informal and formal research can be used to develop quality customer service. Provide an example for each research method. Formal research based on gathering data, compiling, analyzing the results, reporting on the data and compare to other customer’s responses periodically, where as informal research can be a conversation with a customer or supplier which are used on daily basis. 2. Why is it important to have an understanding of your competition in order to plan for quality customer service? Understanding how you vary from comparable firms in your area is crucial for developing a specialized market for your company. All of your co-workers should have access to the information you've gathered about your products and market. This will improve team effectiveness by ensuring that all employees provide the same type and degree of service to the right consumers. You can establish uniformity of service by alerting everyone about legal difficulties relating to your product or service, impending special offers, pricing adjustments, and changes in payment methods. /var/filecabinet/temp/converter_assets/ea/b1/eab16efa4c68475aa971d6df911dd33fbf1cb2ab.docx Imagine Education Short Answer Questions

3. When developing market knowledge, it is essential to have an awareness of how the market is divided. Explain each of the following segments of the market. Provide examples of how each segment can influence customer choices and trends. Demographic segmentation – age, gender, income, culture, and type of family. Such as young families look for different holiday destination than those who are single. Geographic segmentation - Country, State, City, Town, Suburb for example Australian tourist destinations are popular with overseas visitors from countries like Japan, USA, Korea, China, Singapore, United Kingdom, Germany. Psychographic segmentation - Lifestyle, Social Group, Shared Values. For example Younger people often travel and stay in places that are full of night life and prefer an activity filled schedule. Behavioral segmentation - Common or shared Attitudes or Behaviours like Business or corporate travellers look for very different products and services to visitors or tourists. They have limited time and their focus is on completing their business tasks as quickly and efficiently as possible. 4. Why is it crucial for a manager to have in-depth knowledge of internal and external business environments to provide quality customer service? Provide 2 examples each, for internal and external factors: Internal business environment - The environment in the tourism, hospitality, travel, and events industries is rarely static, both inside and outside of organizations. Changes often occur, requiring managers to adapt their service delivery style or change the kind of items sold. The main question is whether the organization has anticipated and planned for a change. When planning for a high-quality level of service, keep in mind that there have been major changes to the internal and external environments, many of which are listed below. Organizational restructures and management changes. External business environment - External change is typically more difficult to manage because it refers to market and consumer preference shifts. However, the manager must make contingency plans for such changes and determine how service approaches may need to change. Moreover, if you're in a competitive environment, it means you're facing more competition, such as new businesses entering the industry or one of your competitors gaining a larger part of the market. Using a combination of formal and informal research methods, Manager must Consider how you might evaluate the competition while retaining your own clients. What have they done to improve the situation? 5. Identify three ways you can obtain information about current trends in your industry. /var/filecabinet/temp/converter_assets/ea/b1/eab16efa4c68475aa971d6df911dd33fbf1cb2ab.docx

1. Local business journal, magazines and newsletters 2. Information about the customers’ and their buying habits. 3. Internet where several blogs related to your business can provide an idea about emerging trends. 6. Explain businesses’ responsibilities under Consumer Protection Law and how it impacts on customer service delivery. Australian consumer law (ACL) - The Australian Consumer Law will affect you if you own a business in Australia. The national Australian Consumer Law went into force on January 1, 2011. It's critical to understand your rights and obligations, as well as how consumer laws affect your business, whether you interact with consumers, enterprises, provide services, or sell things. The purpose of Australian consumer legislation is to encourage market competitiveness and prevent unfair and anti-competitive employment practices. This Act, through regulating competitive activity, not only prevents a business from competing unjustly, but also protects it against other businesses attempting to compete unfairly. Predatory pricing and unconscionable behavior are prohibited under the Act. The Australian Competition and Consumer Commission (ACCC) is in charge of enforcing the Act, which includes conducting investigations into claims of illegal activity. ACL also covers other aspects of a business' conduct, such as: Pricing, Advertising, Complaints handling Product safety and Warranties. 7. Explain why it is important to have a clear refund and cancellation policy and what is required if there are potential price increases. It is important to have a clear refund and cancellation policy to avoid any paying compensation. If you fail to meet your obligations under the Australian competition and consumer commission and there is a problem with your products or services, you must give a refund, replacement, repair, or other remedy. You are not required to issue a refund if the consumer lacks proof of purchase (e.g., a receipt), has simply changed their mind, has damaged the products, or was aware of a defect prior to purchase (eg. factory seconds). It is must to provide a remedy under Australian Consumer Law if your products or services:  are defective (even if the customer only found out it was faulty after using the product)  aren't the same as the sample or demo model  do not correspond to the description  Don't follow the salesperson's advice. But if the person simply changes their mind, there is no legal requirement to give them a refund. 8. Describe the importance of providing accurate product information to customers in order to provide quality customer service. /var/filecabinet/temp/converter_assets/ea/b1/eab16efa4c68475aa971d6df911dd33fbf1cb2ab.docx

The importance of product knowledge in customer service cannot be overstated. You won't be able to sway your customer's decision to buy or even consider your offerings until you have a thorough and all-encompassing understanding of the items and or services offered. Your customer support crew will sound more confident, professional, and efficient if they are knowledgeable about the products. When they connect with customers, their belief in the company's offering will shine through, increasing the chances of a sale and increasing customer happiness. knowing everything accurately about the product and company's offerings, it will make it easier to recommend it to a customer and also to promote it. 9. In order to provide quality customer service, it is important to establish your target market. Provide 4 questions you should consider when developing a clear customer profile. 1.which product or goods can be sold the most? 2.what kind of customers will buy the product and which age groups or genders of the people will be attracted the most? 3.what is the problem or need can be solved by your product? 4. Wo can afford it? How to make it affordable to income group people? 10. Why is consistency crucial to providing quality customer service? A company will always recognize the value of exceptional customer service in its success. It is vital to recognize that acquiring customers and establishing loyalty takes time and that in order to maintain your customers' hard-won loyalty, you must provide continuous service. It is significantly easier to lose a customer owing to bad customer service and issues that are not fixed quickly enough to satisfy the consumer than it is to gain loyalty in the first place. Customers anticipate consistency from their service providers because they have had excellent experiences in the past. If you want to keep ensuring customer happiness, you must not only provide good customer service at the initial request but also continue to provide service at the same, if not better, quality every time. This implies you must concentrate on ensuring that your interactions with customers are consistent and of high quality. It is only reasonable that delivering a constant level of quality in your service will enhance a client's trust in your organization; attaining this assures that the customer feels valued by your company. This is why maintaining consistency is crucial. Clients need to know that you will keep your promises all of the time, not just when it's convenient for you. This is neatly illustrated by the fact that, on average, customers will tell less than ten other people about good service they have had, yet the figure is closer to twenty when it comes to telling people about a terrible experience. /var/filecabinet/temp/converter_assets/ea/b1/eab16efa4c68475aa971d6df911dd33fbf1cb2ab.docx

11. Describe five common principles of customer service in detail. 1. Develop and manage policies - Develop, administer, and integrate policies and procedures with the company's overarching goals, vision, and objectives. 2. Train employees on how to perform key duties and responsibilities in order to provide high- quality customer service. 3. Examine how your employees are providing service and whether they are adhering to the regulations and procedures. 4. Review the policies, procedures, and practices on a regular basis to ensure that they are still current and that modifications may be made where necessary. 5. Adjust - This may necessitate rewriting procedures and, in certain cases, retraining personnel. 12. Suggest three service standards to encourage quality customer service for your specific industry. 1. Involve the staff in the process as they know better about customers. 2. Having accurate information about the products 3. Be humble to customer needs and preferences. 13. Describe 3 industry schemes aimed at improving customer service, including 1 relevant to your work area Response 1. The star rating scheme 2. National recognized certification 3. Reward or loyality reward scheme 14. Define continuous improvement and explain how this process contributes to effective customer service. Every three months, we must improve and follow up in order to improve customer service and to ensure that your customer service crew is knowledgeable, compassionate, and enthusiastic. To strengthen your customer relationships, it is obvious to provide better customer service. Customers are most likely to remember the direct interaction they have with your firm, regardless of how amazing your product is or how talented your staff is. Customers' experiences will be determined by the ability and quality of the support they receive from your customer service team, which is typically the face of your organization. Customer ties are already strong in a strong organization. Listening and attention to your clients' needs and wishes is the foundation of good customer service. Your client connections will stagnate if you are not always looking for ways to improve your customer service. /var/filecabinet/temp/converter_assets/ea/b1/eab16efa4c68475aa971d6df911dd33fbf1cb2ab.docx

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