Maintaining Standards

Question 1

What are the 3 levels where standards can be maintained or improved?

Answer 1

• Customer level
• Staff level
• Business level

Question 2

Name some ways which a business can maintain their standards.

Answer 2

• Good business plan
• Organisational standards
• Staff handbook
• Customer service policy
• Mission statement

Question 3

What is a protocol?

Answer 3

A rule.

Question 4

What is a procedure?

Answer 4

A series of actions carried out in a certain order, to make sure something is done properly and consistently.

Question 5

What is a policy?

Answer 5

A document stating how a business operates e.g. a Health and Safety policy or a Customer Service policy.

Question 6

What are standards?

Answer 6

Agreed levels at which products or services must be.

Question 7

What is a mission statement?

Answer 7

A short description of a business’ goals and objectives. It might also outline a company’s values and beliefs.

Question 8

What is a staff induction?

Answer 8

A formal introduction into a new job, where new employees are orientated and given some job training.

Question 9

Explain up-selling.

Answer 9

A sales technique used to persuade a customer to purchase more expensive products or services

Question 10

What is a consumer?

Answer 10

Someone who buys products or services (a customer basically)

Question 11

What are external customers?

Answer 11

The general public

Question 12

What are internal customers?

Answer 12

Staff who need the services of other staff within an organisation. For example: a waiter takes a food order to the kitchen – they are an internal customer of the chefs because they need food from them.

Question 13

How can a business maintain standards on a staff level?

Answer 13

• Employ experienced staff
• Staff training
• Inductions
• Staff handbook/ company training manual
• Buddy system
• Appraisals

Question 14

Name ways of which staff should behave to maintain standards.

Answer 14

• Wear the correct uniform and have impeccable personal hygiene.
• Always turn up for work on time and never leave before the job is done.
• Always behave appropriately and follow all company instructions.
• Smile and be well mannered at all times.
• Show an excellent knowledge of products and services.
• Demonstrate high levels of skills when dealing with customers.
• Remain calm under pressure, even at the busiest times.
• Be sensible and strictly adhere to health and safety guidelines.
• Be respectful to both customers and other staff members.
• Never moan about how much work there is to do.
• Handle complaints promptly and efficiently.
• Work accurately and do not forget to do things.
• Work to the level of service desired by the organisation at all times.

Question 15

Why is uniform important to maintaining standards?

Answer 15

• Uniforms help staff stand out, so customers can easily recognise them. Customers will feel confident that they are able to identify staff who may be able to help them.
• Different uniforms can distinguish between job roles i.e. chefs, waiters, receptionists and managers. This can help customer service by directing the customer to the member of staff best suited to fulfil their requirements.
• Uniforms can create a sense of unity among staff and make them feel proud. This leads to better customer service performance from employees.

Question 16

How can a business maintain standards on a customer level?

Answer 16

Customer feedback.

Question 17

How can a business collect customer feedback?

Answer 17

• Speaking to customers
• Observing customers
• Comment cards/feedback forms
• Questionnaires
• Focus groups
• Review sites

Question 18

What should you do when delivering customer service?

Answer 18

• Make customer feel welcomed.
• Make customer feel important.
• High quality product.
• Giving value for money.
• Good staff knowledge of business.
• Presence - customers can see staff.
• Friendly and approachable staff.
• Accuracy - not making mistakes.
• Apologise sincerely if mistakes are made.
• Checking if customers are happy.
• Personal touches e.g. remembering customer names or birthdays.

Question 19

What should you not do when delivering customer service?

Answer 19

• Not answering the telephone quickly enough.
• Poor body language.
• Keeping customers waiting.
• Ignoring or forgetting customers.
• Not giving customers enough attention.
• Giving customers too much attention or being pushy.
• Making excuses or lying.
• Failing to deliver on standards set.
• Anything that makes a customer feel uncomfortable.

Question 20

Explain branding.

Answer 20

• A brand is the identity of a specific product, service, or business.
• A brand can take many forms, including a name, sign, symbol, colour combination or slogan.
• A legally protected brand name is called a trademark and it cannot be copied without permission.
• A brand affects the personality of a product, company or service and good brands lead to loyal customers returning again and again.

Question 21

Why is branding important?

Answer 21

• It creates a connection between the product or service and the customer.
• It can create business credibility.
• It can deliver a message to customers without expensive advertising.
• Strong brands can generate customer trust, leading to increased business.