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FCS510S - FOUNDATIONS OF CUSTOMER SERVICE - 2ND OPP - JULY 2023 |
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nAmlBIA UnlVERSITY
OF SCIEnCE AnD TECHn OLOGY
FACULTY OF COMMERCE, HUMAN SCIENCESAND EDUCATION
DEPARTMENT OF HOSPITALITY AND TOURISM
QUALIFICATION: BACHELOR OF TOURISM INNOVATION AND DEVELOPMENT
QUALIFICATION CODE: 07BTID
COURSE CODE: FCS5105
SESSION: JULY 2023
DURATION: 2 HOURS
LEVEL: 7
COURSE NAME: FOUNDATIONS OF
CUSTOMER SERVICE
PAPER: THEORY (PAPER 2)
MARKS: 100
SECOND 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 _2_ PAGES (Including this front page)
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QUESTION 1
Provide some ways in which you can show good/ positive body language when talking to a guest?
5 marks
QUESTION 2
Identify the five (5) types of customers and discuss how you can handle them in a service encounter.
(Sx3) = 15 marks
QUESTION 3
Explain the characteristics of services in the hospitality and tourism industry that makes it unique
from other businesses.
{4x3) =12 marks
QUESTION 4
In reference to this term, Customer Service Excellence, discuss the principles of excellent customer
service in the tourism industry under the following principles.
{3x4) =12 marks
• Create a positive first impression.
• Identify and help meet the customer's needs.
• Create a positive last impression.
QUESTION 5
Describe the steps to better Customer experience management.
(Sx2) =10 marks
QUESTION 6
Describe barriers to effective communication.
{8x2) =16 marks
QUESTION 7
Briefly explain the barriers to intercultural communication.
{Sx2) =10 marks
QUESTION 8
Explain how you will make it easy for customers to complain.
{Sx2) =10 marks
QUESTION 9
Explain the Benefits of teamwork in customer service.
{Sx2) =10 marks
TOTAL
100 MARKS
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