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2. Discuss the 2 ways to provide opportunities for customers and staff to give feedback on products and services.

8. Identify the 6 key effective quality monitoring steps

11. How must you act as a manager when leading your team?

18. Briefly describe how organisational policies and procedures can assist in ensuring quality customer service for the business in the following areas

a. Acknowledging and greeting customers.

b. Complaint and dispute management, including authority for different levels of personnel to resolve complaints, disputes, service issues and customer compensation.

c. Loyalty programs.

d. Presentation standards for customer environment and customer service personnel.

e. Pricing and service guarantees.

f. Product quality.

g. Refunds and cancellation fees.

h. Response times.

i. Staff training for customer service and technical skills.

19. How can reviewing the numbers and natures of complaints, disputes and responses of and reviewing customer satisfaction surveys assist with assessing the effectiveness of customer service practices?

20. How is a SWOT analysis used in planning quality service?

21. List four topics that customer service planning will include. Explain how?

24. List five reasons why an establishment would initiate staff training to

enhance customer service

26. List and explain three research methods that can be used to identify customer needs

30. Explain what is meant by customer service policy and procedure

31. Outline four ways you would communicate policies and procedures to staff

32. Explain how you could make policy manuals more accessible to staff

34. List five things you could do to train staff on good customer

Service

37. List five reasons why customer service is important to your business

39. List ten things you can do to improve customer service delivery

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