LEARNING AGREEMENT

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LEARNING AGREEMENT

AN EXAMPLE

Customer Needs

Instructions:

  • There are 4 parts to a Learning Agreement. You must remember to complete every section since marks will be awarded for each section.

 

   

  • No part of this report may be reproduced, in any form or by any means. Work submitted based on any of the examples may be awarded no marks.

LEARNING AGREEMENT

Student Name        : Ms H

Department                : XYZ Coffee House

Assessor                : Mr. Mo                

Subject Area                : Customer Needs

Objective(s)

  • To find out the factors that contribute in satisfying customer’s needs

Strategies for achieving the objectives

  1. Observe how the senior staff communicate and deal with difficult guests.
  2. Discuss with colleagues to find out what are the likes/dislikes of the regular or repeat guests
  3. Be alert in anticipating guest’s needs.
  4. Use ‘Guest Comment Card’ regularly to find out customer’s satisfaction level.
  5. Learn the SOPs well to achieve customer satisfaction according to the hotel’s standards.
  6. Discuss with the Manager of XYZ Coffee House

Target date for completion: 10 February 2XXX


Verification by Assessor and Comments

[This is where you get your Manager/Assessor to comment about your performance in the area identified above and get him/her to sign (& stamped).]  


Student’s Reflections

        The XYZ Coffee House have always placed great emphasis on providing customer needs. Some of us go to work at the Coffee House everyday without realising that each action directly or indirectly affects customers level of satisfaction. Customer’s needs include giving prompt service, having a good meal, the right ambience, friendly as well as knowledgeable waiters and the list goes on. During my one month training in this department, I have gathered some factors that contribute to satisfying customer needs.

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Ambience

This is an important aspect in contributing to customer’s needs. Most customer choose a place to dine based on the environment of the restaurant. The décor must not be too intimidating or too plain, air-conditioning must be just at the right temperature (at CG it is 25 – 27 degrees Celsius), suitable background music and furniture arrangement that provide comfortable space for guest movement. These are only some of the examples that provide the best ambience for the customer. At one time during the pre-service briefing, the issue of air conditioning came up. It seems that the day ...

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