You have been approached by a couple who are planning to get married in six months’ time. They will be inviting 600 guests to the wedding. After discussions, they have requested you to
On the basis of the information you gave them, they had the wedding invitations printed and sent out to the guests. Three months before the wedding, you realise that that you gave them an incorrect time for the venue for the reception. Their guests will have to wait for one hour after the wedding before they can go into the venue where the reception is held.
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In your own words, explain what the implications for your client are as a result of the incorrect information
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Refer to case study 1 and in your own words explain why there is a need to always meet the expectations of customers by knowing the services and facilities of your organisation
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Refer to case study 1. You have since realised that there is an alternative, but more expensive, venue available. This venue can seat more than 600 people and also has better facilities. In your own words, explain the following:
How you will offer the alternative facilities to the customer.
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How you will accommodate the customer regarding the higher price
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What you can do at the venue to ensure that wedding guests are directed to the correct wedding
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Explain why it is important to inform the customer of the alternative venue.
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Make a list of the departments you have to contact to find out if the facilities are available
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The customer has accepted the new venue. Make a list of all the departments that have to be informed about the change in venue.
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Explain why it is important to keep the other departments informed of the changes to this booking
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Design a form to use in order to inform the other departments of the amendments to the bookings.
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Explain why you are following this procedure
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Develop forms (or collect forms from companies who arrange events) for the following:
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Explain why it is important to take deposits from customers.
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Write a fax confirming all the bookings and request a deposit from the customer
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Explain why it is important to focus the attention of the customer of the other facilities the organisation has available.
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Explain how you will make the customer from case study 1 aware of the other facilities that are available
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You want to send an e-mail to the caterers to confirm the catering details of the wedding in case study 1, but the computer system is down. The booking notification has to be sent today, since this is the last date for the booking. What action can you take to ensure the caterers are notified about the event today
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It is the day of the wedding and one of the guest’s accommodation has been cancelled accidentally. What can you do to ensure the customer’s satisfaction?
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You are no longer working for an organisation that arranges functions for customers, but because of your experience, you have been tasked with arranging the year end function. Describe the process you follow, from booking the venue, drinks, band and meals to sending out invitations to the employees.
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Find out from one of your friends or family members what their customer policy is when dealing with difficult customers. Give details of the procedure they follow.
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