Provide quality customer service 作业二
适用班级：酒店管理专科
一、不定项选择
1.In a workplace environment, we usually associate conflict with disagreement between people. However there are several types of conflict include .
A Conflict with ourselves
B Conflict between us and a colleague
C Conflict between us and a customer
D Conflict between organizations
E Conflict between customers
2. How to get customers’ needs .
A Clarify the problem and gather the Facts
B Clarify our position and find the main reason
C Generate and evacuate a number of possible solutions and make
D Implement the solution
E Reflect on and evaluate the solution
3. What are the levels of conflict? .
A Discomfort
B Incident
C Misunderstanding
D Tension
E Crisis
4. What is the root of conflict? . .
A Expectations not being met
B Customer Expectations not being met
C Colleague expectations not being met
D Enterprise expectations not being met
5. The complaint handling strategy follows these steps .
A Listen to the customer and acknowledge the problem
B Express concern and empathize
C Take responsibility for resolving the complaint
D Indicate what action will be taken
E Take action to resolve the complaint
F Follow up to ensure customer satisfaction
G Record the incident
6. A CRM system may be chosen because it is thought to provide the following advantages .
A Decrease in overall costs
B Increase profitability
C Decision support
D Decrease quality and efficiency
E Enhance enterprise agility
7. How to build and maintain positive and strong relationships with all your customers? .
A Establishing Rapport
B Interacting Positively with Customers
C Identifying Customers’ Needs
D Making the Customer Feel Valued
E Maintaining Ongoing Relationships
F Different Strokes: Handling Different Types of Customers
8.How to interact with people with disabilities? .
A Try to place yourself at the person’s eye level
B Make eye contact and speak directly to the person
C Use simple words and short sentences for people with hearing impairments
D Never touch a service dog without first asking permission
9. How to Maintain a Good Relationship with your customers? .
A Handling New Customers
B Improve With Time
C Regular Customers Become Your Sales People
D The Cycle Begins Again
E Holding Up Your End of the Bargain
F Fixing problem
10. How to Follow Up with Customers? .
A Try Different Methods of Routine Business Follow Up
B Communicate
C Arrange a Meeting
D Follow Up With Existing customers
E Contact your customers frequently
二、判断题（每小题2分，共20分）
1. The most important aspect of hospitality is a focus on the customer. Waiters should clearly understand the host-guest relationship required in order to provide quality customer service.
2.Most customers are “diffcult” and some just seem to present us with more of a challenge than others.
3.Empathy is often used in conflict situations. servers should put themselves in the position of the other person to better understand their point of view. Saying sorry when something goes wrong. Telling the guest that you have had s similar experience.
4.In brief, conflict could be defined as “A State of Hostility”.
5. Groups are a collection of people who are brought together with a common link or purpose. This is to say that teams are better than groups, they are simply different.
6.A smile is one of the most powerful messages you can send. A smile translates into any language, to any age group, across any culture. Smile and people will smile back at you.
7.All customers are same. They have same needs, expectations and, of course budgets.
8. A customer wants to buy something that benefits them, not our bottom linethey want us to solve problem or meet a need for them.
9. Some complaints need more than a quick call to the customer to make sure the problem has been resolved.
10.When you listen to your customer‘s statements and responses, do nothing but just listening.
三、综合分析题（每题25分，共50分）
1. Bob is a waiter in reception for a big hotel restaurant which has big take-out business. He had this job for five years and is experienced in handling customers. Except . . . those who are difficult. Bob does not know how to handle the difficult customer‘s complain, so he usually becomes defensive. When he receives a call from Mrs. Maria, here is what happens.
Bob: “Seal hotel restaurant, this is Bob speaking.”
Maria: “Bob, This is Mrs. Maria. My service contract number is ACH2234. I’m not very happy right now. I called early this morning, and you were supposed to send a
service person to take your tableware back before noon. Now it’s twelve thirty, and no one’s showed.”“Hold on,” Bob answers with a slight tinge of rudeness in his voice.
Maria: “Hold on? I don’t want to hold on. My time is valuable, and I don’t have all day to wait around. I want to know how soon someone will be out.”
Bob:“Mrs. Maria, you need to hold while I check on this for you. We don’t make a habit of making appointments we can’t keep. We don’t normally tell people we’ll be out if we don’t have someone to send out.”
Maria: “I’m telling you someone was supposed to be here.”
Bob: “Just a minute, I’m still checking our records. . . . OK, I see what happened. Looks like when you called this morning we did tell you we could send a person right out, but you told us you were going to call back to schedule the service call. We have no record that you called us back. I can schedule you for service at 5pm.”
Maria: “I’m not waiting until 5pm. I told the employee I would call back if I couldn’t rearrange my schedule. She told me I was scheduled for this morning. The appointment was set. Afternoon isn’t satisfactory. I want someone out now.”
Bob: “Evidently you told our staff you were going to call back. That’s what she noted on therecord. If you had scheduled an appointment when you spoke to her we would have sent someone out.”
Maria: “I know what was said in our conversation, and I know I was scheduled for service this morning.”
Bob: “Well, the soonest we can be out at 5pm.”
Maria: “Afternoon isn’t satisfactory. I’ve been sitting home five hours waiting for the service person.”
Bob: “We don’t have service people just sitting here waiting for calls. Everyone has already been serviced today. You know its holiday.”
Maria: “Obviously I’m not getting through to you. I had an appointment for this morning. The person hasn’t arrived. I need a person out now. Let me speak to a supervisor.”
How to deal with the customer complaints?
2. The Eagle Restaurant situated in a large city. The restaurant has the capacity to seat 60 customers at a time. Six weeks ago the marketing department started a promotion campaign to entice more customers to the venue. Since the commencement of the campaign, you have experienced a steady increase in the number of customers attending; in fact, the restaurant has been fully booked on Saturday nights for the last three weeks and has strong Saturday bookings for the next two to three months.You are starting to experience complaints from customers, waiting staff, bar staff and the kitchen.
The customers are complaining that they are waiting too long to be served and that there is long delays before drinks and meals arrive at the table. The waiting staff is complaining that they are run off their feet trying to satisfy customers, the bar staff can not keep up with so many drink orders arriving at the one time and the kitchen is complaining that too many dockets are arriving in the kitchen at the same time, with an increasing number of them poorly written causing confusion and hold ups in getting meals out. You have checked the reservations book and notice that most customers are booked to arrive between 7:30 PM and 8:30 PM, in fact 75% of bookings are set between 7:45 PM and 8:15 PM. You have checked the staff to customer ratio and are confident that the restaurant is not understaffed. The hotel manager is not prepared to increase staff levels until there is a longer history of increased business. He wants to make sure that numbers remain steady once that the marketing campaign ceases at the end of next month.
Please Identify how to reduce or cease customer and staff complaints without increasing staff numbers.Work through each of the 5 steps of the problem solving process to come up with a strategy to solve this problem.
Use your imagination and all your analytical skills to be inventive.
1.Clarify the problem and gather the Facts： .
2. Clarify our position and find the main reason：
3.Generate and evacuate a number of possible solutions and make a decision on the
best solution：
4.Implement the solution：
5.Reflect on and evaluate the solution：
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