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WorksheetsCustomer service in hospitality
Total questions: 10
Worksheet time: 5mins
What is a Customer Service level agreement / Charter?
An agreement you pay for to ensure you get the best service
An agreement that outlines what the customer should expect from the service
An agreement that outlines what the employees can expect from customers
What might be included in a Charter / Service level agreement?
Quality to expect, staff conduct, services offered and a complaints procedure
Discounts, Quality, why you should pick that company
Complaints procedure, popularity of service
Identify 2 reasons why an organisation would want to build customer loyalty?
To gain repeat business
It's quick and easy
To match competitors
So you recommend their services
State 2 ways an organisation can build loyalty?
Listening to customers
Giving everything away for free
Being professional
Ignoring customers
State 2 benefits of staff having good product knowledge
Staff expect it
It pleases your employer
Makes them more confident and motivates staff
Meet targets by matching the right product with the right customer
Why do customers complain? (Select 2 answers)
If quality is poor and products are out of stock
Staff Attitude is poor and slow service
They didn't like what the staff member was wearing
It rained earlier in the day
Name 3 specific needs a customer might have
To be spoilt
Wheel chair user
Poor sight
Hearing difficulty
Give 2 reasons why an organisation would want to know about complaints?
To fire people
To see if staff are under performing
To help improve products and services
So they could put it on facebook
How would you communicate with someone who was in a wheelchair? (Select 2 answers)
Make sure to speak to the person in the wheelchair and not the carer
To give eye contact
Ignore them and ask someone else to speak to them
Speak loudly
How could you give a good first impression? (select all answers that apply)
Show them how popular you are at work
Positive body language and give good customer service
Use slang and swear in front of them
Be presentable - neat and tidy uniform
