SITXCCS007 ENHANCE CUSTOMER SERVICE EXPERIENCES SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES ASSIGNMENT 1 SUBMITTED BY: MERVIN FARROFO 10347 SUBMITTED TO:
GRAEME CHALMERS 1. PLACE OF EMPLOYMENT DESCRIBED IN DETAILS. My place of employment is at Von’s RESTAURANT and Bar located at 78 Hardware ln, Melbourne, VIC. It is an upscale modern Australian, Itallian fusion restaurant. I'm working here as a Chef and I’m a flexible worker and can work on entré section, grills and pans, Our service is normally is Ala carte service, Our service is really at its finest with our very friendly staffs plus the relaxing, cosy interior. We are Open from 11:00 am – 10 PM during Mondays -Friday and 9.30am - 10:00 PM on Saturday and Sunday. 2. IN ORDER TO PROVIDE QUALITY CUSTOMER SERVICE, IT IS IMPORTANT TO ESTABLISH THE TARGET MARKET. PROVIDE 4 QUESTIONS YOU SHOULD CONSIDER WHEN DEVELOPING A CLEAR CUSTOMER PROFILE. Questions that should be considered when developing a customer profile : 1.) What are the ages and genders of the people who buy from you the most? 2.) What is the income range of the person who buys from you the most? 3.) What is your unique selling point over your competitor? 4.) Where does most of your business come from? 3. SUGGEST 3 SERVICE STANDARDS TO ENCOURAGE QUALITY CUSTOMER SERVICE. A) Make sure to Treat complaints and feedback as a way to improve more on the customer service. If the staff and management take it in a positive manner and think of it as an opportunity for the company to grow, customer service would be better than before and it would give customers an impression that they are happy to listen to the customers and be able to create solutions to fulfil their needs B) Customer Service must be consistent for customers. They should always receive good customer service not just during important events or when the bosses are there. Even on daily operations, they must ensure they are not taking the customers for granted and meeting their expectations always.
C) Staff should interact with customers in a courteous and professional manner. This shows respect for customers and in a way it provides good communication between them. . 4. PROVIDE AND EXPLAIN 3 EXAMPLES OF PRODUCTS AND SERVICES YOU OFFER. 1. We have a variety of food for everyone who would like to dine in the restaurant in the evening we offer free wines and an entrée of garlic bread or trio dips. 2. On our menu we have different choices for foods when it comes to dietary like gluten free, vegetarian, dairy free 3. The restaurant offers reservation for a function for private dining and small events. The customers are open to book this room and order in advance from our menu according to their preference. 5. CHOOSE 2 OF THE PRODUCTS AND SERVICES YOU DESCRIBED PREVIOUSLY. DESCRIBE THE TYPES OF PROBLEMS WHICH MIGHT OCCUR IN RELATION TO EACH PRODUCT OR SERVICE.
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- Spring '20