Unit 3 Customer Service - level 5

Diploma in Hospitality Management - Unit 3 Customer Service - level 5

Task 1 Researching Hotel Customer Service Policies

1.1 Discuss the reasons for using customer service policies

1.2 Discusses the purpose of evaluating a customer service and indicates how this can assist future staff training and development

Task 2 Communication and purpose of promoting a customer-focused culture

2.1 Evaluate different communication methods and how these are used to best effect

2.2 Analyze how customer perception is influenced by customer service provision

Task 3 Investigate customer requirements and expectations

3.1 Assess sources of information on customer requirements such as information through customers, staffs, management, customer records and past information and satisfaction levels

3.2 Carry out research using customer requirements and satisfaction levels for the organization and suggesting potential improvements based on the outcome of the research

Task 4 Role play Observation

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