Below are how can you identify customer needs, wishes and expectations, except

Service Excellence

Quiz
•
Hospitality and Catering
•
University
•
Medium
ELENA KARTIKA
Used 3+ times
FREE Resource
25 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Involve the customers in developing new services
Organise and conduct a series of focus groups
Inactive listen to the customers
Actively look for customer feedback
2.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Answer 'True' or 'False' to the following statement: Staff are a very good source for obtaining customer feedback and information.
True
False
3.
MULTIPLE SELECT QUESTION
1 min • 1 pt
Choose 3 example of informal research
Discussing information with colleague
Developing, distributing and analysing questionnaires
Personal observation of customers and service delivery and then self-reflection on what you have seen
Articles seen on TV or reading the newspaper, magazines or books.
4.
MULTIPLE SELECT QUESTION
1 min • 1 pt
Choose 3 steps ways to identifying ways to improve operation of customer service
Create a competitive advantage over competition by either doing something different, more superior or cheaper
Structured training programs
Incorrect staffing level and mixes
New equipment with staff fully trained in their operations
5.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
When identifying ways to improve customer service, how can you involve staff?
Using current business concept
Building a spirit of working together towards goals
Discouraging innovation and teamwork
Unrecognising the right of every employee
6.
MULTIPLE SELECT QUESTION
1 min • 1 pt
Choose 3 types of service standards and guarantees can be developed?
Complaint unmanaged
Response times
Service guarantees
Product quality
7.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
How to communicate service standards and guarantees to staff, except
Orientation programs
Training sessions
Staff briefings at the start and end of shifts
Through gossips between staff
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