- 7 Marks
Question
Recommend internal controls that might be implemented by the company to improve customer safety and security, and to deal with the problems of poor service to customers.
(7 marks)
Answer
- Implement regular employee training, especially for tour guides, on customer service and ethical behavior. This will help to ensure that all employees understand the importance of maintaining high service standards.
- Introduce supervisory positions, such as senior tour guides, who are responsible for overseeing the performance of other tour guides and addressing customer complaints promptly.
- Establish a clear system for customers to report incidents of poor service or security concerns. This system should allow for immediate feedback and corrective actions.
- Conduct regular reviews of the company’s internal processes to ensure that all safety and service protocols are being followed.
- Ghanalux should also consider monitoring tour guide performance through periodic evaluations or customer feedback reports.
- Tags: Customer safety, Internal Controls, Risk Management, Service Quality
- Level: Level 3
- Topic: Controlling Risk
- Series: NOV 2019
- Uploader: Dotse