Page 175 - DMGT308_CUSTOMER_RELATIONSHIP_MANAGEMENT

Customer Relationship Management

Notes 6.6 Review Questions

1. What is the meaning and concept of front office management?
2. Discuss various functions of front office manager.

3. Explain the concepts that will assist employees in developing their own supervisory style.
4. What do you mean by job description and job analysis? Prepare a job analysis of a
receptionist.

5. What is contact centre technology?
6. Differentiate between call and contact centre.
7. What is a text chat?
8. What are the CRM technologies working for enhanced system of CRM?
9. What is meant by outbound contact centre?

10. Discuss front office management in detail.

Answers: Self Assessment

1. Inbound 2. Outbound
3. Call centres 4. Revenue
5. Demerit 6. Improvement

7. Automatic Call Distributor 8. Computer Telephone Integration
9. Web server 10. Text chat
11. Skill based routing 12. Employees
13. Job analysis 14. Front office

15. Manager

6.7 Further Readings

Books Front Office Operations & Management, Publisher: Delmar Cengage Learning.
John R. Hendrie, “Major Hotel Operators Have Rediscovered Hospitality
Fundamentals by Revisiting the Guest Room,” Hotel Online, July 6, 2004.

Michael L. Kasavana, Ph.D., Michigan State University, Rooms Division Managing
Front Office Operations.
Robert J. Martin, Professional Management of Housekeeping Operations, 3rd
edition (New York: John Wiley & Sons, 1998), 142.

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