Hospitality and Catering Initial Assessment

You do not need to be working or volunteering to join this course. However, ELATT strongly recommends that learners volunteer in hospitality customer service during their studies, as this will enrich your assignments and help you apply your learning.

Initial Assessment - Instructions for learners

• Complete this test ON YOUR OWN, without using a dictionary or phone. 
• This assessment has two sections. Please complete all sections. 
• Read each question carefully before answering. 
• Write your answers clearly in the spaces provided. 
• Do not worry if you find some questions difficult — this helps us understand how to support you. 
  

READ THE FOLLOWING TEXT CAREFULLY 

Good customer service means meeting customers’ needs and expectations. Customer service workers must be helpful, polite, and professional at all times. 
Every customer is different. Some customers know exactly what they want, while others need help and advice. Good customer service workers listen carefully to customers and ask questions to understand what they need. 
Communication skills are very important in customer service. This includes face-to-face communication, telephone skills, and written communication like emails. Customer service workers must communicate clearly and professionally, even when dealing with difficult situations. 
Understanding your company’s products or services is essential. Customers expect you to answer their questions and give accurate information. If you don’t know the answer, you should find out rather than guessing. 
Customer service workers must follow company procedures and policies. This includes things like how to process returns, handle complaints, and keep customer information safe and confidential.