Interview Questions and Answers: Recall a Service You Had Received Since the Day You Had Applied for Admission

3. For your current organisation (or one that you are familiar with), describe the policies and procedures that relate to customer service. Why is it important to follow these policies and procedures?

This activity will provide evidence for Mandatory unit 838 – Demonstrate understanding of customer service for Diploma in Customer Service Level 3.

4. How do you ensure that your listener feels and knows that you are listening? State at least two actions.

3. For your current organisation (or one that you are familiar with), describe the policies and procedures that relate to customer service. Why is it important to follow these policies and procedures?

8. For each of the following, identify 2 strategies you could undertake in regards to your personal communication skills in the workplace.

For the speaking and listening section of the assessment, I conducted the interview with student 1. I also decided to incorporate a running record, and ask a few questions related to the text, which were an additional support enabling me to measure the girl’s listening and speaking language skills in great depth.

3. Include a feedback form, comments, and suggestions to improve my performance and teaching strategies.

Define each. Provide real-world examples for each. 18 points The six steps of effective listening are being mindful, physically receiving message(s), selecting and organizing information, interoperate communication, responding, and remembering. Being mindful is to be fully committed to the moment with complete focus and no judgement.

Located in Kamloops, British Columbia, Thompson Rivers University (TRU) currently has approximately 14,000 students on campus. With fifteen other universities in the province, TRU must convince prospective students, including domestic and international, that they should choose TRU for their educational needs. Improving student satisfaction is one way TRU can attract these prospective students and increase its retention rate. TRU, like other higher education institutions (HEI), is a firm offering services to customers. Kotler and Keller (2008) have defined services as “deeds, performances or efforts of providers to customers.” Although this definition for services is generally accepted, there is far less consistency in available definitions for customer satisfaction. Solomon (1994), for example, has defined customer satisfaction as “an overall feeling, or attitude, a person has about a product after it has been purchased,” whereas Oliver (2010) has defined customer satisfaction as “the consumer’s fulfilment response. It is a judgement that a product/service feature, or the product or service itself provided (or is providing) a pleasurable level of consumption-related fulfilment, including levels of under- or overfulfillment.” Much like a traditional service business, an HEI exists to provide services to satisfy its target customers or students. In fact, students are of such importance to an educational institution’s success that scholars have even labelled

A: Listening comprehension: Listen carefully. Check the box to complete each statement. Then listen again to check your work.

Often when a misunderstanding occurs on the job, it is attributed to a lack of communication, which most of time implies that whoever was delivering the message did not do an effective job. But what about the other side, the listener? Let me give you an example. Mark, a senior-level manager in a high-technology company, seemed to possess all the skills one might expect from someone who had achieved his level of management. When someone talked to Mark, he generally gave the impression that he really cared about what was said. He would look squarely into the person's eyes, nod his head, and now and then say, yes, uh-hu. There was only one small problem: Joe was not really listening.

Focus your assessment on what you would like to change about your speech. Analyze your speech considering all aspects of the rubric. What would you like to change about this speech? This section is worth 4 points.

There are many ways for one to show good customer service and as said by Collier (2011), good customer service is essential. Collier mentions that meeting and exceeding customer expectations is the way to good customer service. To give good customer service, key methods would be being consistent and continuous with work ethic and attitude, and constantly doing this. Being thoughtful too not only customers, but other colleges are a key component as well as availability to customers. This is important as customers need to feel as if you are willing and able to provide your service. Punctuality and grooming are also mentioned as critical elements as it is how you present yourself to customers.

This include the volume used, the level and type of emotions and the emphasis we put in the words that we choose (Merrill E. Warkentin et al., 1997). Body language sends subconscious

This project deals with the ‘service quality’ and ‘customer satisfaction’ of ONE BANK LTD. Data has been collected on the basis of the questionnaire and a survey was conducted. Then the results of this survey are analyzed to identify