List 5 types of customer service related problems

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Question 21List 5 types of customer service related problems from your industry that would require your attention as a supervisor. 1.Overbooking 2.Under or over staffing3.Poor communication4.Insufficient training5.Poor record keeping Question 22List 5 common management problems or issues that you as a supervisor, may deal with on a regular basis. Assessment Coversheet-V2018.1-100818 © Canterbury Technical Institute - 2018| Page 13 of 17
Canterbury Technical Institute CRICOS Code – 02938M RTO No: 31645 Question 23Consider the following scenario.A customer arrives to find that you have no record of a booking he claims he made with one of your staff members several weeks ago.What is a possible short term action you could take to resolve the problem? Assessment Coversheet-V2018.1-100818 © Canterbury Technical Institute - 2018| Page 14 of 17 Question 24Considering the previous scenario.What is a possible long term action you could take to resolve the problem?
Canterbury Technical Institute CRICOS Code – 02938M RTO No: 31645 Question 25What is the advantage of involving staff in the decision making process? Question 26When a staff member raises a problem with you, write 2 questions you could use to encourage them to help solve the problem. Question 27How often should you review decisions you have made to see if they are still effective? On regular base Assessment Coversheet-V2018.1-100818 © Canterbury Technical Institute - 2018| Page 15 of 17
Canterbury Technical Institute CRICOS Code – 02938M RTO No: 31645 Question 28Give an example of industrial awards or conditions in your industry, that may affect how you rosterstaff, etc. Question 29Name a website could you use as a reference to check the awards and conditions of your workplace. Assessment Coversheet-V2018.1-100818 © Canterbury Technical Institute - 2018| Page 16 of 17
Canterbury Technical Institute CRICOS Code – 02938M RTO No: 31645 Question 30 For your department and your industry, list 4 job positions, and briefly describe the tasks and requirements of each position. 2 of the positions must be management positions within your sector ( the positions must differ from the examples provided below ) For example: Position Tasks and Requirements F&B Manager Restaurant Supervisor Head Waiter Oversees bookings, training, budget, orders beverages Ensures correct restaurant setup, service standards Looks after sections of the restaurant MANAGEMENT POSITION 1: TASKS AND REQUIREMENTS: Head chef -> budget, create new menus, roster, orders. MANAGEMENT POSITION 2: TASKS AND REQUIREMENTS: Restaurant manager -> Budget, order, support the kitchen and bar POSITION 3: TASKS AND REQUIREMENTS: Kitchen hand - > chop vegetables, dishwashing, clean the kitchen, pack delivery. POSITION 4: TASKS AND REQUIREMENTS: Chef -> cook, make preps, service, stock food. Question 31 List 4 principles of time management. 1. Set priorities 2. Avoid distractions 3. Follow Time schedule 4. Be available 5. Feedback Assessment Coversheet-V2018.1-100818 © Canterbury Technical Institute - 2018| Page 17 of 17

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