SITXCCS015 - Written Assessment

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Vellore Institute of Technology *

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MISC

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Business

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May 8, 2024

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docx

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SITXCCS015 - Enhance customer service experiences Assessment 3 – Written Assessment Trainee Name Suman Gurung Trainee ID Number 51519 Trainer/ Assessor Name Manoharan Submission Attempt Attempt 1 - ☒ Attempt 2 - ☐ Attempt 3 - ☐ Trainee Declaration : "I hereby certify that:  This assessment is my own work based on my personal study/research, in my own words.  I have cited all sources and material used to assist my research for this assessment.  I have not copied or plagiarized any part of this assessment from another student.  I or any other student has not submitted this assessment previously.  I have kept a copy for my own records.  I am aware of the availability of reassessment consistent with the Institute’s Reassessment Policy.  I understand my right to appeal the assessment or reassessment outcome, as per the Institute’s Complaints and Appeals Policy. Trainee Initials Date 26/02/2024

Questions 1 Describe the following conflict resolution techniques Accommodating a conflict resolution technique where you are trying to assist what the customers like or need. Avoiding 1. a conflict resolution technique where you decided to stay away from the conflict and ask someone to resolve it on your behalf instead. Collaborating 1. a conflict resolution technique where both sides are satisfied on the decision made.

Compromising 1. a conflict resolution technique where both sides look for their common ground and agreed to negotiate on that decision. Competing 1. a conflict resolution technique where you stand on your ground and compete to the customer and you ensure you win the battle. 2 Describe, in point form, the steps you would follow to resolve conflict. Answer should include at least 10 points. a. Apologize to customer. b. Find out what is the problem to know where this is from. c. Let the customer have their say and do not interrupt or contradict them while they are talking d. Listen to them and ask question to make you understand the situation. e. Ask what solution they want to happen and what solution they are looking for. f. Stick to one conflict at a time. Do not change the subject or allow it to be changed. g. Seek common ground with the customers. h. Brainstorm solutions to the conflict that allows everyone to win. i. Agree to the best way to resolve the conflict that everyone agreed upon. j. Check back to customers if they are satisfied to the agreed decision

3 Describe 5 reasons why it is important to gather customer feedback. 1. It is important to gather customer feedback is to improve the services and the product you offer for the customers. 2. Another reason why it is important to gather customer feedback is that for you to have idea or know any gaps or weaknesses that your business has and for you to be able to improve or fix it. 3. Another point to gather customer feedback is to know better what the customer needs and wants. 4. Additional reason why it is important to gather customer feedback to know what problem is re-occurring and to know how to fix it. 5. One more reason why it is important to gather customer feedback is to find suggestions to improve service and product you offer to customers. 4 Describe 5 strategies appropriate to hospitality that you can implement to gather effective customer feedback.

1. Through customer feedback survey that allows them to complete the survey anonymously. 2. Through email and customer contact forms, where email is one of the most valuable ways to gather candid customer feedback. 3.Personal communication with the customers. Conversation with the customers is the simplest and easiest way to gather their feedback and this can also help build good relationship with them. 4. Through social media. Listening through social media can prove particularly useful for gathering candid feedback from customers. 5. By using third party companies who do surveys on behalf of your business. 5 Describe what you should do with the feedback received in Q4

1. Read and evaluate the feedback received from the customers. 2. Use it as to identify product improvement areas. 3. Customer feedback can be used to motivate employees. 4. Customer feedback can help you prevent customer churn and help you improve customer service. 5. Customer feedback can be a good way to find out where you belong. By analyzing feedback from customers, you will be able to see a pattern where majority of your happy customers come from. 6 Identify 5 strategies that you could implement to identify customer’s needs? 1. Through personal conversation. By asking customers their needs or keeping notes on the common customer concerns or complaints. 2. By using survey forms. 3. By collaborating with customers into your new product development can help ensures that your product reflect customer’s needs. 4. Through social media. Social media enables you to track discussion on the product and services you offer and those of your competitors. 5. Through customer loyalty program. Helps to inform you if you’ve met the customers’ needs and expectation. 7 List 3 ways you could ensure customer feedback is effective.

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