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FCS510S - FOUNDATIONS OF CUSTOMERS - 1ST OPP - JUNE 2025 |
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nAmI BI AunIVER s ITY
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: FCS510S
COURSE NAME: Foundations of Customer
Service
SESSION: June 2025
DURATION: 2 HOURS
PAPER: THEORY(PAPER1)
MARKS: 100
EXAMINER(S)
FIRST OPPORTUNITY QUESTION PAPER
Mrs. K Tjitukenina
Ms. AAR Siebert
MODERATOR: Mrs. Petrina 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
Define the below standing terminology.
(5x2=10)
1.1 Simple Problem
1.2 Chronic Problem
1.3 Crises
1.4 Stress
1.5 Barriers to effective communication
Question 2
(3x3=9)
There are three main types of crises. Identify and describe the three types of crises and provide examples of
each to aid in the description.
Question 3
(12 + 18=30)
Stress can have both a positive and negative impact on an employee. Identify and explain a) the causes of
stress in the workplace and b) the impact of inappropriate stress levels on the workplace.
Question 4
(10x2=20)
Communication is a critical component in any Hospitality and Tourism organisation. Identify and briefly explain
the Barriers that can prevent effective communication in these organisations.
Question 5
(5)
Relationship Marketing is is a philosophy of doing business that focuses on keeping and improving current
customers. Briefly explain the outcomes or results companies wish to achieve via Relationship Marketing.
Question 6
(3x2=6)
Relationship Management is the act of a company building and managing relationships with their customers.
Explain the three (3) phases involved in Relationship Management.
Question 7
(7X2=14)
Customer Experience management is the action of the company to meet and exceed all customer needs and
want. There are 7 steps involved in creating better customer experiences. Describe these steps.
Question 8
(6)
Markets and customers change as trends, fads and fashions changes. Customers are better informed and
educated than ever before. What are the top global trends affecting the customer currently?
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