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FCS510S - FOUNDATIONS OF CUSTOMER SERVICE - 1ST OPP - JUNE 2023 |
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nAmlBIA unlVERSITY
OF SCIEnCE Ano TECHnOLOGY
FACULTY OF COMMERCE, HUMAN SCIENCESAND EDUCATION
DEPARTMENT OF HOSPITALITY AND TOURISM
QUALIFICATION: BACHELOR OF TOURISM INNOVATION AND DEVELOPMENT
QUALIFICATION CODE: 07BTID
COURSE CODE: FCS510S
SESSION: JUNE 2023
DURATION: 2 HOURS
LEVEL: 7
COURSE NAME: FOUNDATIONSOF
CUSTOMERSERVICE
PAPER: THEORY(PAPER1)
MARKS: 100
FIRST OPPORTUNITY EXAMINATION QUESTION PAPER
EXAMINER(S) Mrs. K. TSHITUKENINA
MODERATOR: Mrs. P. HAUFIKU-MAKHUBELA
INSTRUCTIONS
1. Answer ALL the questions.
2. Read all the questions carefully before answering.
3. Number the answers clearly
THIS QUESTION PAPER CONSISTS OF _3_ PAGES (Including this front page)
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QUESTION 1
a) What is a customer?
3 marks
b) Describe customer service.
(2x2) = 4 marks
c) List the different types of communication that we get in an organisation.
5 marks
QUESTION 2
First impressions count. You only get one chance. How do you create a positive first impression when
providing customer service?
10 marks
QUESTION 3
Explain the five Dimensions of service quality.
(5 x 2) = 10 marks
QUESTION 4
Describe three phases of Customer relationship management (CRM).
(3 x 2) = 6 marks
QUESTION 5
Customer relationship management consists of four elements. List and describe these elements.
(4 x 2) = 8 marks
QUESTION 6
a) What is stress?
b) Explain the changes that can cause stress in the workplace?
2 marks
(5 x 2) = 10 marks
QUESTION 7
How can employers avoid stress in the workplace.
(5 x 2) = 10 marks
QUESTION 8
a) List 3 types of crises.
3 marks
b) Describe and give examples ofthe types of crises mentioned in the answer above in a)
(3 x 3) = 9 marks
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QUESTION 9
Explain the benefits and drawbacks/disadvantages of empowering staff/ employees to deliver good
service.
{10 x 2) = 20 marks
TOTAL
100 MARKS
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