attitudes and attributes expected by the service industries to work with

Attitudes and attributes expected by the service

This preview shows page 36 - 39 out of 89 pages.

attitudes and attributes expected by the service industries to work with customers Roles and responsibilities of management, supervisors and operational personnel in providing quality service Sources of information on current service trends and changes that affect service delivery Internal and external environmental changes and their effect on planning for quality customer service Methods of formal and informal customer research Methods of implementing quality service provision Methods of assessing the effectiveness of customer service practices HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
Image of page 36
Task 3: Knowledge Activity has 12 questions. Answer each question in as much detail as possible, considering your organisational requirements for each one.Note: You can answer your questions under each question or prepare the answer in a separate document. Alternatively consult with your Trainer /Assessor.1.How could you define customer service and what are its key principles? 2.Provide three examples of common customer needs and expectations. 3.Within your organisation, what are the roles and responsibilities of management, supervisors and operational personnel in providing quality service? HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
Image of page 37
Image of page 38
Image of page 39

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture