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Sample Solution for SITXCCS015-Enhance Customer Service Experiences

Complete the table below about conflict resolution techniques.

  1. Identify at least two techniques used to resolve conflicts.
  2. In 50 words or more, explain how each identified technique is used to resolve conflicts with customers.
  1. 1
  2. 2

Hospitality Assignment Sample

Q1:

Answer :

Conflict Resolution Technique

How Each Technique is Used to Resolve Conflicts With Customers

i. Collaborating

 

The collaborating technique focuses on open and constructive discussions between the customer and service personnel.   Both parties work together to identify a solution that satisfies their needs. And this cooperative approach fosters a win-win outcome and ultimately increases customer trust and loyalty as it demonstrates a commitment to resolving issues positively and effectively.

ii. Accommodating

 

The accommodating technique involves customer service personnel focusing on keeping a positive relationship with the customer. They do this by being polite and highlighting points of agreement. By actively listening to the customer's concerns and minimizing disagreements and they help ease discomfort and encourage the customer to express their feelings and leading to a resolution.

Q1: 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.

Answer :

a.  Identify the respectful way to greet Japanese customers.
  • The respectful way to greet Japanese customers is to bow.

b.  Identify the respectful way to bid farewell to Japanese customers.
  • The respectful way to bid farewell to Japanese customers is also to bow.

c.     Identify at least one appropriate way to converse with Aboriginal and Torres Strait Islander people.
  • An appropriate way to converse with Aboriginal and Torres Strait Islander people is to use respectful language and take time to listen.

d.  Identify at least one body gesture that Japanese customers may find inappropriate.
  • Japanese customers may find giving or receiving with one hand inappropriate.

e. Identify at least one body language that Aboriginal and Torres Strait Islander people may find inappropriate.
  • Aboriginal and Torres Strait Islander people may find standing too close to them inappropriate, as it may violate their personal space.

f.      Identify the general guideline on formality of language required when speaking with customers who are Aboriginal and Torres Strait Islanders.
  • The general guideline is to use respectful and formal language when speaking with customers who are Aboriginal and Torres Strait Islanders.

g.     Identify the guideline on most acceptable clothing when serving Muslim customers.
  • The guideline for acceptable clothing when serving Muslim customers is to wear modest clothing and minimal to no accessories.