Quality Customer Service

Question 1

Quality service

Answer 1

• Service that satisfies customer needs and expectation

-Initial contact a customer may make with the business, and includes greeting, seating

Question 2

Industry approaches to service delivery

Answer 2

Standards of customer service

• set minimum standards that are to be adhered to

-standards should be designed to ensure that all customers’ needs and expectations are met in a positive way

Question 3

Organisation of work

Answer 3

clearly defined organisation, structure and scheduling.

should be in a ear and logical sequence.

Question 4

Timing and response time

Answer 4

-Timing and response times to customer requests require tenacity and multi-tasking.

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Question 5

The relationship between customer service and business success

Answer 5

-business success occurs as a result of a combination of factors such as good food and drinks.

-quality service leaves the consumer satisfied and more likely to return.

Question 6

Developing collegial working relationships with others

Answer 6

refers to a shared responsibility among all colleagues who are delivering quality service.

For example, understanding all job roles in a F&B establishment can contribute to quality service, which can also help promote colleagues’ respect and collegiality.

Question 7

Using/adopting a teamwork approach

Answer 7

-Teamwork is the process of working collaboratively with a group of people to achieve a common goal.

-It is a crucial part of business and is required in the hospitality industry. Tasks can be completed in an efficient manner as other staff members will help, even if it is not in their job description.