2 3 4 27 List 2 things that must occur when a change or improvement needs to be

2 3 4 27 list 2 things that must occur when a change

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2. 3. 4. 27 List 2 things that must occur when a change or improvement needs to be implemented: Response 1. 2. 28 Why is it important to communicate your policies and procedures to your staff and customers? Response Assessment Coversheet-V2018.1-100818 © Canterbury Technical Institute - 2018| Page 12 of 17
Canterbury Technical Institute CRICOS Code – 02938M RTO No: 31645 29List 3 common ways to make your policies and procedures readily available to your customers? Response 1. 2. 3. 30 Answer the following questions in relation to the data report below: The following data report provides you with a summary of customer surveys that were recently conducted for the “Coloured Sands Resort”. There were 200 customers who participated in this survey. Each customer was provided with a questionnaire. The data was analysed and entered in the format below to provide a summary report. You are required to review the summary, check the accuracy of figures and perform simple calculations to reflect percentages. Analyse the provided data and identify areas that need further improvement and actions by answering all questions below. Scale Reception Room Service and Housekeeping Restaurant Tours Seaside Entertain ment Very Good (108) Reception service on arrival is good. (36) (58) Buffet is good (52) Lots of variety of food (24) Excellent (74) Good tours (74) good access to the beach (39) Swimming pool is nice. (88) the staff is excellent (80) Many interestin g activities for all Good (80) (22) (66) Very good food. (64) good organisatio n of tours (40) all good (32) very good entertain ment options Not Good (6) Rooms are too small (56) Towels are dirty (10) housekeeping staff not able to help (46) Rooms are not very clean. (30) expensive tours (4) didn’t like the beach side Assessment Coversheet-V2018.1-100818 © Canterbury Technical Institute - 2018| Page 13 of 17
Canterbury Technical InstituteCRICOS Code – 02938M RTO No: 31645No Comment122432Total200200200200200200aExpress the responses collected as percentages in each category (very good, good, etc.). Provide a critical reflection on each department outlining which service aspects and operational factors you should further investigate to help improve customer satisfaction. (For example why have some customers not commented – how could this improved, e.g. by providing incentives; is the survey specific enough to provide feedback for specific areas?)ResponsebSuggest a suitable customer service strategy that can be implemented in the department which you have identified as the major problem area to improve the customer service practice in that area/department. Who should be involved and what would this require in terms of participation/involvement and communication? Response Assessment Coversheet-V2018.1-100818 © Canterbury Technical Institute - 2018| Page 14 of 17
Canterbury Technical Institute CRICOS Code – 02938M RTO No: 31645

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