Customer care and interpersonal skills UE Past Papers Questions.

What are the characteristics of the tourists outlined below and how can you best serve them;

1. Business tourists
2. Leisure tourists
3. Group tourists
4. Tourists with special needs

Answer / Solution

UNSOLVED

1. Outline the warning signs of poor time management in a workplace.
2. Why is time management important for great service provision?

Answer / Solution

UNSOLVED

1. Describe two types of teams in workplace
2. Briefly discuss the qualities needed for a team to work successfully

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UNSOLVED

Use the knowledge you have attained from learning customer care and interpersonal skills and correct , rearrange and complete the statements so that the conversation could be polite and friendly.

Curio shop: Phone ringing….

Sammy: ….……………..

Caller: “Why did it take you so long to deliver my item? I`ve been waiting forever”.

Sammy: Oh!! We are really sorry for the inconvenience

Caller: What!! two weeks now and I haven`t received my package or any news and now you are telling me that you are sorry??!!

Sammy: ………………..

Caller: John

Sammy: …………

Caller: John Spiicer

Sammy: ………..(Abby searches on her computer and sees Mr Spicers` information that shows the delivery was made on the 20^th June 2017)

Sammy: ……………….

John: So what happened???

Abby: The problem must have been on the way, I am certain it got held up somewhere. But we assure you that I are going to make a follow up ang get back to you.

Mr. Joseph: So how long will it take?

Sammy: …………..

John: Okay then I will be waiting.

Sammy: …………….

Mr .Joseph: That`s all, thank you.

Answer / Solution

UNSOLVED