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BSBCUS501 Manage Quality Customer Service

tag 0 Download 8 Pages / 1,873 Words tag 16-07-2021


Part 1

Customer service is imperative for the success of any hospitality service related business. For this task, you are to evaluate the customer service of a simulated hospitality organisation.

In performing this task, you must develop a checklist to ensure a valid and reliable evaluation process. You have to consider:

First impressions
Positive customer service factors
Negative customer service factors
Products offered x customer needs
Professionalism of staff and presentation
Response times
Service guarantees
Pricing guarantees
Product quality
Document presentation standards

You are to then develop a written report that outlines your findings, and makes suggestions for improvement.

Part 2

Following the part 1, you are to imagine that you have been employed as a manager within this organisation. You main priority is to improve the customer service provided by the organisation as a whole. Your employers have provided you with full authority to implement any changes you thing are necessary.

You are to make the following assumptions for this task

- You are to keep the current staffing budget
- Your role is customer service focused, not product development or refurbishment

Your task is to develop a detailed customer service system that includes

- Policies and procedures for implementing your customer service standards.
- A well thought-out customer service standards and expectations
- Policies and procedures for monitoring the customer service satisfaction within your own organisation.
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Total 8 pages

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