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Assignment sample solution of SITXCCS015 - Enhance customer service experiences

Q.1 Listed below are the common methods of compensating dissatisfied customers.
Describe each method of compensating dissatisfied customers listed below in 50 words or more.

Q.2 Review The Continent Hotel’s Customer Service Standards Policy and Procedures from the link below:

Customer Service Standards Policy and Procedures

https://thecontinenthotel.precisiongroup.com.au/resources/policies-and-procedures/customer- service/

Answer the questions below about special needs, customs and practices of social and cultural groups based on the document accessed.

  1. 1
  2. 2

Hotel-Management Assignment Sample

Q1:

Answer :

Methods of Compensating Dissatisfied Customers

Description

 

 

Refund

A refund means giving the customer back the money they paid for a product or service that did not meet their expectations. This is commonly used when the product is poor quality or doesn’t work well. Refunds help fix the issue quickly and show the company cares about customer satisfaction.

 

 

Replacement

 

A replacement means swapping a broken or unsatisfactory product for a new one. This is done when the original product has defects. Replacing the product helps meet the customer’s need for a working item and shows the company is committed to fixing mistakes and helping to keep the customer happy.

 

 

Credit vouchers

 

Credit vouchers are given to customers as store or service credits, which they can use for future purchases. This is helpful when customers aren’t fully satisfied but still want to keep shopping with the company. Vouchers encourage them to return and keep doing business without offering an immediate refund or replacement.

Q1:

Answer :

a.  Identify the respectful way to greet Japanese customers.
  • Greeting Japanese customers: A polite greeting like "Konnichiwa" (Good afternoon) or "Ohayou gozaimasu" (Good morning) is respectful. Use “-san” after their last name.

b.  Identify the respectful way to bid farewell to Japanese customers.
  • Bidding farewell to Japanese customers: Say "Arigatou gozaimasu" (Thank you) and "Sayonara" (Goodbye). A slight bow is respectful.

c.     Identify at least one appropriate way to converse with Aboriginal and Torres Strait Islander people.
  • Talking to Aboriginal and Torres Strait Islander people: Be respectful, listen well, and avoid making assumptions. Ask about their traditions or preferences.

d.  Identify at least one body gesture that Japanese customers may find inappropriate.
  • Body gesture Japanese customers may find rude: Avoid too much eye contact or pointing with fingers.

e. Identify at least one body language that Aboriginal and Torres Strait Islander people may find inappropriate.
  • Body language Aboriginal and Torres Strait Islander people may find rude: Don’t make long eye contact or point with fingers. Respect personal space.

f.      Identify the general guideline on formality of language required when speaking with customers who are Aboriginal and Torres Strait Islanders.
  • Formality when speaking with Aboriginal and Torres Strait Islander people: Use polite, respectful language and avoid slang or assumptions.

g. Identify the guideline on most acceptable clothing when serving Muslim customers.
  • Dress modestly. Women should cover their arms, legs, and chest. Men should avoid tight or revealing clothes. This shows respect for their culture.