Service Excellence

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

• 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

Answer 'True' or 'False' to the following statement: Staff are a very good source for obtaining customer feedback and information.

• True

• False

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.

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

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

Choose 3 types of service standards and guarantees can be developed?

• Complaint unmanaged

• Response times

• Service guarantees

• Product quality

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

What are three characteristics of effective teams, except

• Relevant skills

• Inappropriate leadership

• Clear goals

• Internal and external support

Bellow are correct ways of monitor team performance, except

• Performance appraisals

• Colleague/staff feedback

• Financial and operational reports

• Parents feedback

Professional development is critical to the improvement of customer service. What is professional development and what are some types of professional development a staff member can undertake. Below are types of professional development can include, except:

• Qualifications and certified training programs provided by external educational or professional providers

• Research activities

• Media gathering

• Internal programs