Reasonable adjustments may include the use of adaptive technology educational

Reasonable adjustments may include the use of

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Reasonable adjustments may include the use of adaptive technology, educational support alternative methods of assessment such as oral assessment . SECTION 1: PROVIDE A QUALITY SERVICE EXPERIENCE Q1:List five principles of enhanced customer service experience. What commoncharacteristics represent quality service to customers?Q2:Identify six different internal and external customer service needs and expectations thatyou could determine and anticipate throughout service delivery.Q3:You work waiting tables in a crowded, busy restaurant. The maître d’ has just informedyou that a regular customer with a sight impairment is on table 4. Explain five ways youwould look after this customer.Q4: You work at reception in a large hotel. A customer is checking in. According to theircustomer profile, they’re hearing impaired. Describe four ways you would communicatewith this customer. V2.1 -2019 6
SITXCCS007 ENHANCE CUSTOMER SERVICE EXPERIENCES – Short answer Q5: You work as a tour guide. Your booking sheet says that your next group are from Cambodia and speak very little English. State eight ways you can overcome language barriers when dealing with them. Q6: Your hotel is hosting a large international conference. You work in the hotel buffet. List eight ways to meet customers’ special dietary needs. Q7: How would you respond to the following non-verbal signs from internal and external customers? Slouching Backing away from you Making eye contact with you from a distance Q8: Are the following questions open, closed or reflective? Do you have a loyalty card? What type of holiday are you looking for? You mentioned you’re concerned about how you would get around the resort. Do you have any specific requirements regarding transport? V2.1 -2019 7
SITXCCS007 ENHANCE CUSTOMER SERVICE EXPERIENCES – Short answer Q9:Explain five ways to use active listening to develop rapport and facilitate effective two-waycommunication.Q10:List six types of external customers.Q11:List four types of internal customers.Q12:Describe the difference between a product and a service.Q13: List five ways to develop your knowledge so you can advise customers about productsand services which meet their needs.Q14: You should promptly provide products and services which meet individual preferences.This may require you to prioritise. Identify people you might need to give priority to.Q15: You should use your initiative to provide tailored and additional services and productsthrough upselling and offering add-ons. Explain the difference between the two.Add-ons Upselling Q16:List six extras and add-ons you could offer customers.Q17:When should you check the actioning of customer special requests? V2.1 -2019 8
SITXCCS007 ENHANCE CUSTOMER SERVICE EXPERIENCES – Short answer Q18: Identify four preferences or requests you could remember in order to give personalised service and a quality service experience to your customers.

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