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FCS510S - FOUNDATIONS OF CUSTOMER SERVICE IN HOSPITALITY AND TOURISM - 1ST OPP - JUNE 2022 |
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nAmI BI A unIVE RSITY
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
LEVEL: 7
COURSE CODE: FCSSl0S
COURSE NAME: FOUNDATIONS OF CUSTOMER
SERVICE IN HOSPITALITY AND TOURISM
SESSION: JUNE 2022
DURATION: 2 HOURS
PAPER: THEORY
MARKS: 100
FIRST OPPORTUNITY EXAMINATION QUESTION PAPER
EXAMINER(S) ME. HENDRIENA SHIYANDJA
MODERATOR: MRS. PETRINA HAUFIKU-MAKHUBELA
INSTRUCTIONS
1. Answer ALL the questions.
2. Write clearly and neatly.
3. Number the answers clearly.
PERMISSIBLE MATERIALS
1. NONE
THIS QUESTION PAPER CONSISTS OF 3 PAGES (Including this front page)
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QUESTION 1
Briefly explain the following terms
1.1 Customer service
1.2 Crisis
1.3 Customer perception
1.4 Customer expectations
1.5 Customer oriented organisation
(5x2 = 10 marks)
QUESTION 2
(34 marks)
Please read the story line below and answer the questions
Mr and Mrs Niikondo arrived at Hosea Airport to check in for the flight to Cape Town. They Arrived
1h30 minutes earlier and decided to check in earlier. As they headed to the check in desk, they were
told to wait as the check in lady is not ready to check them in yet.
After 30 minutes of waiting the check in agent asked them to come forward to attend to them, without
any apology she continued with, Can I have your passports please? The couple then asked the agent
why it took so long for them to check in and the agent replied saying technical problems.
The couples waited, while the agent was busy checking them in, suddenly she tells the clients to stand
aside, took their passports, without explaining anything, she disappeared and came back only after 30
minutes. The agent then came back and told the couple that they cannot fly on the aircraft as the
aircraft was fully booked.
Mr Niikondo was very upset as he drove a long way and was early for his check in just to be told their
aircraft is fully booked and he has paid for his ticket. The agent then told Mr Niikondo that there is
nothing she can do and that the couple needs to go to the nearest air Namibia customer service centre.
Mr Niikondo was fuming with anger that he will not live the check in desk till he gets on to that flight
and that he wants to see the manger.
2.1 Identify the problems with the service delivery
2.2 Explain the best possible solution for this problem
(6 Marks)
(6 Marks)
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2.3 Discuss the do's and don'ts of handling this problem as an employee.
(10x2=20)
QUESTION 3
(5 x5) = 25 marks
Identify the five (5) types of customers and discuss how you can handle them in a service encounter.
QUESTION 4
Perishability, simultaneity, and intangibility are three characteristics of the service industry; giving
examples from Namibia explain how a hospitality establishment can make sure that its services are
consistently in good quality to safeguard excellence in service delivery.
(7x3) = 21 marks
QUESTION 5
Explain how an employee in the tourism industry can improve cross cultural communication amongst
other employees and customers to promote an excellent customer service environment.
(12 Marks)
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