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FCS510S - FOUNDATIONS OF CUSTOMERS - 2ND OPP - JULY 2025 |
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n Am I BI A u n IVER s I TY
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: July 2025
DURATION: 2 HOURS
PAPER: THEORY (PAPER 1)
MARKS: 100
EXAMINER(S)
SECOND 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
(Sx3=15)
Customers are mainly separated into five (5) groups. Identify these customers and indicate how to handle
them effectively.
Question 2
(9x2=18)
Customer expectations can be defined as "what a customer anticipates or believes they will receive from a
product, service, or brand, influencing their buying decisions and overall experience." Briefly describe the
factors that influences Customer Expectations.
Question 3
(10)
"First Impressions" can be defined as the initial opinion or perception someone forms about another person
or thing during their first encounter. Write instructions to your teammates informing them on how they can
create positive First Impressions
Question 4
(10x2=20)
Customer Experience Management (CEM) is the discipline of treating your customer relationships as assets
with a goal of engaging customers as brand advocates. Select 10 of the 13 components that makes up
Customer Experience Management and discuss how these components contribute to CEM.
Question 5
(7x2=14)
Reflecting Skills are part of the Communication Skills family. Being able to reflect on conversations or past
communications gives one clarity and information on the current and possible future communication
situation. Identify and describe the components of effective Reflection.
Question 6
(8x2=16)
Customer complaints is a situation that allows service providers to address problems occurring in the
organisation. Sometimes the customer can become difficult because they feel frustrated by the lack of
service or the current problem. Outline a course of action that can be taken when dealing with these
difficult customers.
Question 7
(6+1=7)
a. Define "Stress in the workplace" and b. identify and describe the steps an organisation can take to
overcome or avoid stress at organisational level.
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