SITXCCS007 Enhance Customer Service Experiences Student Guide Oct Update

SIT50416
Diploma of Hospitality Management

SITXCCS007
Enhance customer service experiences- Student Guide
SITXCCS007 Student Guide Version: 2.1 Date Created: July 2017

Last Reviewed: September 2019 TOID:21994 CRICOS 02924F Date Implemented: October 2019
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ASSESSMENT RECEIPT FORM
STUDENT NAME:
STUDENT ID:
COURSE CODE:
COURSE TITLE:
TRAINER’S/ASSESSOR’S
NAME:
DUE DATE
UNIT CODE AND SITXCCS007- Enhance customer service experiences.
DESCRIPTION
NOTE:
1. This form must be stapled on top of the Assessment Workbook upon submission.
2. This Assessment Receipt Form must be dated and signed in.
DECLARATION
1. I am aware that penalties exist for plagiarism and academic dishonesty.
2. I am aware of the requirements set by my Trainer/Assessor.
3. I have retained a copy of my Assessment.
Student Signature: Date:
ASSESSMENT RECEIVED BY TIV Staff

Name:
Date:
Signature:
================================= Tear Here ===========================
Students must retain this as a Record of Submission.

Assessment Handed On:
Unit Code & Description: SITXCCS007- Enhance customer service experiences.
TIV Student
Assessment Received by
TIV Staff Name: Student ID:

………………...……..............……...……... .................................................................
Signature: Student Signature:

…………………………...……...……...…………..…... ….………………………………………..…….

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ABOUT THIS BOOKLET
This assessment booklet and tools has been designed for students undertaking face to
face mode of study to provide information before students take assessments and contains
assessment tools to assess the skills and knowledge required from students to be deemed
competent in this unit.
This booklet might not be suitable for students taking other modes of study e.g. online or
work based.
Please read all the information given to you when you receive this assessment booklet. If
you do not understand any part of this booklet, please inform your assessor/trainer.
The assessment booklet contains two (2) parts:
PART 1: Assessments information: This part contains information on assessments for this unit
of competency and how assessment will be conducted throughout unit to achieve the
competency. It includes:
• Application of the unit of competency

• Purpose of assessment
• Elements, performance evidence and knowledge evidence requirements of the
unit
• Conditions, context, required resources and location of the assessment.  
• Assessment tasks.
• Outline of evidence to be collected.
• Administration, recording and reporting the requirements including special
adjustments, appeals, reasonable adjustments and assessors’ intervention.
PART 2: Assessment tasks: This part contains the information to successfully undertake the
assessment task. In each assessment task, students will find the following information:  
• Task instructions.
• Role play / Practical Demonstration information.
Information on resources required, where applicable

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PART 1
Assessment Information

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Application of the unit of competency:
This unit describes the performance outcomes, skills and knowledge required to provide
professional and personalised customer service experiences. It requires the ability to determine
and meet customer preferences, develop customer relationships, respond to difficult service
situations, and take responsibility for resolving complaints.
The unit applies to those who deal directly with customers on a daily basis and who operate
independently or with limited guidance from others. It includes senior frontline sales personnel,
supervisors and managers who use discretion and judgement to provide quality customer service
experiences.
This includes individuals working in a range of tourism, travel, hospitality and events contexts.
No occupational licensing, certification or specific legislative requirements apply to this unit at the
time of publication.
Purpose of assessment:
The purpose of assessment is to determine competency in the unit SITXCCS007- Enhance
customer service experiences
Elements
1 Provide a quality service experience.
2 Proactively respond to difficult service situations.
3 Resolve customer complaints.
4 Develop customer relationships.
Performance evidence:
Evidence of the ability to complete tasks outlined in elements and performance criteria of this
unit in the context of the job role, and:
• identify customer requirements and provide professional and personalised customer

service experiences to two different internal and two different external customers to
meet requirements
• demonstrate procedures to respond to and resolve three different customer complaints
according to organisational policies and procedures
• demonstrate effective communication with the above internal and external customers,
including any with special needs
• seek formal and informal feedback from customers on quality of above service
• provide above service to above customers in line with organisational customer service
standards and within designated organisational response times.

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Knowledge Evidence
Demonstrated knowledge required to complete the tasks outlined in elements and

performance criteria of this unit:
• principles and benefits of enhanced customer service experiences and positive

communication
• techniques to anticipate customer preferences, needs and expectations throughout
the service experience
• conflict resolution techniques
• methods for enhancing service delivery in response to staff and customer feedback
• various extras and add-ons to enhance the customer experience:
➢ additional destinations
➢ additional tours or cruises
➢ cocktails and liqueurs to enhance the dining experience
➢ coordination services at events and conferences
➢ entrance to events, festivals and entertainment scheduled during customer stay at
destination
➢ entrance to major attractions at destination
➢ extra food items
➢ flight fuel emissions offset fee
➢ local guiding services
➢ optional meals and dining experiences
➢ prepayment of baggage charges
➢ prepayment of in-flight meals
➢ pre-travel seat selection
➢ private car transfers in lieu of regular transportation options
➢ special offers or packages
➢ specialised styling for events
➢ storage for luggage after check-out
➢ travel insurance
➢ upgraded accommodation and flights
➢ wine or boutique beers to match meals ordered
• specific industry sector:
➢ professional service standards and protocols for service industry personnel
➢ attitudes and attributes expected by the service industries to work with customers
➢ different customer service needs and expectations
➢ types of customer loyalty programs
➢ essential features and use of the customer databases
• particular organisation:
➢ designated response times for providing service and resolving complaints
➢ customer service policies and procedures
➢ complaint handling policies and procedures
➢ promotional services offered
• procedures for responding to the following common customer complaints:
➢ incorrect pricing or quotes
➢ delays or errors in providing products or services
➢ misunderstanding of customer requests
➢ escalated complaints or disputes
➢ other team members or suppliers not providing special requests
➢ misunderstandings or communication barriers
➢ unmet expectations of, or problems or faults with, a service or product
• methods of compensating dissatisfied customers:
➢ negotiating with suppliers on customer behalf to gain reduced rates or extra services
➢ providing some or all services:
❖ free of charge
❖ at reduced rate
• providing:
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➢ discount vouchers to attend at a future time
➢ inexpensive add-on products
➢ small gifts
➢ special attention during the service period
➢ special customer service delivery on next attendance
• factors to consider when determining compensation of dissatisfied customers:
➢ financial constraints of the organisation
➢ profitability of the sale
• awareness of special needs, customs and practices of various social and cultural
groups of customers in regards to:
➢ modes of greeting, farewelling and conversation
➢ body language and body gestures
➢ formality of language
➢ clothing
• methods of collecting feedback:
➢ formal:
❖ surveys
❖ interviews
❖ structured questioning
➢ informal:
❖ observation
❖ casual discussion
• essential features, conventions and usage of different types of communication
techniques and equipment.
Context and conditions for assessments:

To comply with the assessment condition of this unit:
• TIV will conduct practical assessment for this unit in its class room with simulation through
scenarios and roleplays where student will demonstrate ways to enhance customer service
experiences for internal and external customers.
• You will have access to suitable facilities, equipment and resources, including computers,
databases and templates.
• TIV access to wide range of resources to enhance customer service experiences. (Please
refer Appendix1 at the end of this assessment tool for detailed list of assessment
resources).
• Knowledge assessment and role play for this unit will be conducted at TIV Classrooms at
Unit 1 /252 Lygon Street, Carlton VIC 3053
• All TIV assessor those are assessing this unit will satisfy the requirements specified in
Standards for Registered Training Organisations’ requirements for assessors.
Resources Required:
The assessor will ensure that assessment is conducted in a safe environment and you have access
to the following resources for the unit.
- Computers with access to internet and printers

- DIDASKO learner guide for unit SITXCCS007
- Access to simulation through roleplays and scenarios with access to equipment and
documents defined in conditions of assessment above.

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Clustering/holistic assessment:
There is no provision for clustering of assessments in this unit.
Competency Requirements:
To be judged competent in this unit, you will be required to demonstrate all indicators which are
shown in the Marking Guide (assessor’s document).
You must satisfactorily complete all assessment tasks to be Competent (C) in the unit. Students
with unsatisfactory completion of any of the assignment tasks will be deemed Not Yet Competent
(NYC).
Assessors will ensure that the evidence collected meets the requirements of the Rules of Evidence
(authentic, current, sufficient and valid) prior to entering results into the competency record
sheet.
Students unsuccessful at achieving “Satisfactory” for any assessment at the first attempt will be
given two opportunities for reassessment. If the student is still deemed Not Yet Competent (NYC)
after two reassessments in a unit of competency student will be required to repeat the unit as per
the scheduled delivery of the course. For further details, refer to TIV Re-Assessment Policy and TIV
Course Progress Policy.
Assessment Assessment description Due date Location of

tasks assessment
Assessment You are required to choose the correct Needs to be
option(s) from the choices given for the completed in
Task 1 (AT1) –
questions and provide short answers to the the classroom
Knowledge questions and present the assignment in a
Test clear and professional manner.
You will be given 3 hours to complete this task.
Assessment This assessment is 2 scenarios where you are Needs to be
Task 2 (AT2) – required to read the scenarios and response to completed in
Scenarios questions related to scenario. TIV Class room
This will take approximately 2 hours.
Assessment This is role play in response to given scenarios in Needs to be

Task 3 (AT3) – TIV classroom to enhance customer service completed in
Role play experiences. a simulated
This will be done over 2 sessions of 4 hours
industry
each (Total 8 hours)
You are required to demonstrate your ability to environment
interact and communicate with customers at TIV
clearly and professionally. You are also
required to greet and explain products and
services, handle problems or service issues.
You are also required to demonstrate
procedures to respond to and resolve different
customer complaints according to
organisational policies and procedures. You
must demonstrate effective communication
with the above internal and external
customers, including any with special needs.

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Assessment Task:
To achieve competency in this unit, you must satisfactorily complete all the following assessment
tasks within the date and time specified in the session plan. This will demonstrate that you have all
the required skills and knowledge for this unit.
Outline of evidence to be collected:

You must submit the following evidence to be marked competent for this unit. Your assessor will
ensure that the evidence submitted meets the Rules of Evidence which are valid, sufficient,
current and authentic.
Assessment Task 1 ➢ Completed knowledge test with questions answered and

(AT1) – Knowledge Test submit to your assessor electronically or paper-based.
➢ Complete and sign the cover sheet for assessment task
Assessment Task 3 ➢ Answer all questions correctly related to scenarios.

(AT3) – Scenarios ➢ Complete and sign the cover sheet for assessment task
Participate in series of role plays (5 role plays) and complete following

Assessment Task 4 tasks:
(AT3) – Roleplay ➢ identify customer requirements and provide professional and
personalised customer service experiences to two different
internal and two different external customers to meet
requirements
➢ demonstrate procedures to respond to and resolve three
different customer complaints according to organisational
policies and procedures
➢ demonstrate effective communication with the above internal
and external customers, including any with special needs
➢ seek formal and informal feedback from customers on quality
of above service
➢ provide above service to above customers in line with
organisational customer service standards and within
designated organisational response times.
➢ Answered all questions satisfactorily related to role play.
➢ Completed and sign the cover sheet for assessment task
Administration, recording and reporting requirements:
You must read and follow this information carefully while completing assessments for this unit of
competency and if you are unsure of any instruction, please contact your assessor to clarify.
The assessments are intended to be equitable, fair and flexible.
Submission of assessment:
You must ensure that the completed assessment tasks are submitted along with the assessment
cover sheet:
• Your assessor will mark the submitted assessment, provide feedback to you and complete
the comments section against each task, where applicable.
• ALL tasks must be completed in legible English. It is preferred that the tasks submitted for
assessments are typed and that they are legible and clear, if handwritten.
• You must submit all assessments on or before the due date specified by the assessor as per
the training plan.
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• Extensions for individual assessment tasks may be negotiated in specific circumstances with
your assessor/trainer. However, you need to provide genuine evidence documents when
seeking an extension to due date (e.g. extensions due to illness will require a medical
certificate). To arrange an extension, you must speak to your assessor prior to the due date.
Extensions must be confirmed by the trainer in writing.
• You are permitted to use dictionaries and to seek support (as required) unless it puts in
jeopardy the integrity of the assessment, your assessor will let you know if this is the case.
• Unless the assessment task specifically allows pair work or group activities such as
brainstorming, you must submit your own original work and must not copy the work of other
students. Plagiarism is unacceptable.
• You can submit your assessment tasks by hand in hard copies in the classroom.
Recording an assessment result:
Once the assessments have been completed, the assessor will record the assessment results on
the student assessment record sheets and all results will be approved by the course coordinator.
Assessors will check that you have completed the student declaration prior to filling out the
assessment sheet.
Retaining assessment records:
TIV will securely retain all completed student assessment items for each student for a period of 18
months from the date on which the judgement of competence for the student was made. TIV will
also retain sufficient data to be able to reissue AQF certification documentation for a period of 30
years.
All assessment records submitted to the assessor for marking will be stored and retained properly.
And a hard copy submitted to student administration for filing along with the evidence.
The assessor will ensure that the student records are securely retained in accordance with the TIV
record control policy accessible by the Student Administration Officer.
Assessment outcomes:
For unit of competency:
There are two outcomes for assessments: C = Competent and NYC = Not Yet Competent
(requires more training and experience).
You will be awarded C = Competent on completion of the unit when the assessor is satisfied that
you have completed all assessments and have provided the appropriate evidence required to
meet all criteria in line with the Rules of Evidence. If you fail to meet this requirement, you will
receive the result NYC = Not Yet Competent and will be eligible to be re-assessed in accordance
with the TIV Re-Assessment Policy and TIV Course Progress Policy.

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For assessment task:
There are two assessment outcomes for tasks. S = Satisfactory and NS = Not Satisfactory.
On the individual assessment cover sheet for assessment tasks you will be marked Satisfactory, if
you have completed the task successfully, submitted all evidence and satisfied the assessment
criteria and Not Satisfactory, if you have not completed the task, the evidence is not sufficient or
does not meet the requirements of the assessment criteria.
Re-assessment:
If you are unsuccessful at achieving competency at the first attempt, you will be given two further
opportunities for re-assessment at a mutually agreed time and date. For further details, refer to
the TIV Re-Assessment Policy and TIV Course Progress Policy. As this is a competency based
program, the assessment continues throughout the program until you either achieve
Competency in the assessment tasks or a further training need is identified and addressed.
Student access to records:
You have the right to access current and accurate records of your participation and results at
any time. You can see your results or attendance progress by requesting a copy of your records
by contacting the student administration and the assessor.
Support:
You may seek clarification about the assessment information and the instructions and tasks at any
time from the assessor.
Reasonable adjustments and special learning needs:
TIV Australia works to ensure that students with recognized disadvantages can access and
participate in education and training on the same basis as other students. Disadvantages may be
based, for example, upon age, cultural background, physical disability, limited or non-current
industry experience, language, numeracy or digital literacy issues.
Where pre-training interviews and assessments reveal that a student may require special support
or where, after enrolment, it is made apparent that the student requires special support,
reasonable adjustments will be made to the learning environment, training delivery, learning
resources and/or assessment tasks to accommodate the particular needs of the student. An
adjustment is reasonable if it can accommodate the student’s particular needs, while also taking
into account factors such as the student’s views, the potential effect of the adjustment on the
student and others and the costs and benefits of making the adjustment.

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Any adjustments made must:
a. Be discussed, agreed and documented in the assessment record

b. Benefit the student.
c. Maintain the integrity of the competency standards and course requirements as stipulated
in the training package.
d. Be reasonable to expect in a workplace.
Reasonable adjustment may consist of:
a. Providing additional time for students to complete learning and assessment tasks.
b. Presenting questions orally for students with literacy issues.
c. Asking questions in a relevant practical context.
d. Using large print material.
e. Extending the course duration.
f. Presenting work instructions in diagrammatic or pictorial form instead of words and
sentences.
Complaints and appeals:
If you are dissatisfied with an assessment outcome, you may appeal the assessment decision. In
the first instance, you are encouraged to appeal informally by contacting the assessor and
discussing the matter with them. If you are dissatisfied with the outcome of such discussion, you
may appeal further to either the course coordinator and/or Head of Department. If you are still
dissatisfied, you may appeal formally and in writing to have the result reviewed. For more
information, refer to the TIV Assessment Policy and the TIV Complaints and Appeals Policy and
Procedures.
Assessor intervention:
Assessors will check if you are ready for the assessment, and defer the assessment if you are not.
Feedback will be given to you at the completion of the assessment. During role play, the assessor
may act as a client or employer, where required, but the assessor will not interfere with the
assessment. If the assessment activities might impact on your safety or that of others, the assessor
will stop the assessment immediately.
Plagiarism, cheating and assessment dishonesty:
TIV considers plagiarism and cheating as a serious misdemeanour. Evidence of plagiarism and
cheating is treated on a case by case basis and the consequences for students engaging in such
practices may include failure of the assessment or unit or exclusion from the course. For more
information, refer to TIV’s Assessment Policy.

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Assessor feedback:
Assessors will provide feedback on the assessment that you have submitted. This can identify your
strengths and weaknesses or be an overall comment on your submission. A copy of the feedback
along with your submission will be given to you and you must keep a copy of it throughout the
completion of the course.
Student Declaration:
I .............................................................................. (Student Name) have read and understand the

information provided above and also understand and accept that any act of plagiarism and
academic dishonesty may have penalties including cancellation or suspension of my enrolment
with TIV. I further declare that:
• All assessment work submitted for this unit competency is my own original work and plagiarism
and collusion has not occurred.
• Assessment work has not been copied or submitted for any other unit/course.
• I have taken proper care and effort to ensure my work has not been copied by another
person.
• I have retained a copy of this assessment for my own records in the event I have to reproduce
my work.
• I am aware that any assessment deemed unsatisfactory will require me to undergo
reassessment which may be different to the one originally submitted.
Student signature: ............................................................... Date: ....../....../.......

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PART 2
Assessment Task

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Assessment Cover Sheet: Assessment Task 1 (AT1)
Student Detail
Student Name
Student Id:
Group No (If Applicable):
Assessment Details
Unit of Competency SITXCCS007- Enhance customer service
experiences.
Assessment Task Knowledge Test
Due Date
Date of Submission
Assessment Outcome Satisfactory □ Not Satisfactory □ Not completed □
Date
Assessor name
Assessor Signature and Date
Comments/Feedback
Student Plagiarism Declaration: By submitting this assessment to the college, I declare that
this assessment task is original and has not been copied or taken from another source
except where this work has been correctly acknowledged. I have made a photocopy or
electronic copy or photograph of my assessment task, which I can produce if the original is
lost.
Assessor Student
I declare that I have conducted a fair, valid, I have received, discussed and accepted
reliable and flexible assessment with this my result as above for this task and I am
student, and I have provided appropriate aware of my appeal rights.
feedback. I also declare that I have
undertaken the indicated assessment integrity
checks
Google check for plagiarism  Yes
No
Check for Copying/Collusion  Yes
No
Check for Authenticity (own work)  Yes
No
Cheating or use of model answers  Yes
Signature: .......................................................
No
Date: ..............................................................
Signature: ........................................................
Date: ................................................................

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Assessment task 1: Knowledge Test
Required documents and equipment:
- Computer with internet connection to refer to various resources.

- Student assessment booklet and a pen (organized by the student).
- TIV Learners’ resources for the unit SITXCCS007- Enhance customer service
experiences. (organised by the trainer).
- Learner’s notes
Instructions for students:
This assessment will be conducted in the TIV classroom or outside the campus with
access to the resources listed above.
You must satisfactorily perform all tasks to be deemed satisfactory for the assessment.
Planning the assessment
- Recommended date for assessment: [Trainer to provide]

- Access all resources mentioned in required resources by printed copies
- Time required for assessment: 3 hours
- You must:
o Answer all the questions satisfactorily to be deemed competent
o Complete the assessment and submit in due timelines
o Submit with a completed assessment cover sheet
- Your assessor will set a time to provide feedback
Evidence specifications:
At the end of the assessment, you will be required to submit the following evidence
before the due date specified by the assessor:
- You are required to submit a completed (ticked) multiple choice question and short
answer questions listed in Knowledge test.
- Completed and signed cover sheet for assessment
Evidence submission:
- Documentation will be submitted paper based.
- Your assessor will record the assessment outcome on the assessment cover sheet.

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1. How can you ensure you give your customers exactly what they want?
(a) By observing their behaviour, anticipating what they want and providing it.
(b) By creating a customer profile and keeping it on your database.
(c) By determining and clarifying their preferences, needs and expectations from
the outset.
(d) By resolving their complaints quickly and to their satisfaction.
2. Which products and services should you advise customers on?

(a) All the products and services you offer.
(b) Products and services which are most profitable for your business.
(c) Products which are overstocked and need to be sold.
(d) Products and services appropriate to the customer’s needs.
3. When should you anticipate customers’ preferences, needs and expectations?

(a) At the beginning of the service experience.
(b) Throughout the entire service experience.
(c) At the end of the service experience.
(d) In the middle of the service experience.
4. In what timeframe should you provide products and services to customers?

(a) Promptly and within your organisation’s designated timeframes.
(b) Usually within one working day.
(c) It depends on the customer. Some are willing to wait longer than others.
(d) As quickly as you possibly can. Your main aim should be a fast turnaround
5. How can you provide tailored and additional services and products?
(a) Use your intuition to predict products and services customers might like.
(b) Use your initiative to offer extras and add-ons that meet customers’ needs.
(c) Use your communication skills to ask colleagues what customers want.
(d) Use your customer profile and database to consistently email your clients with
options.

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6. When should you check the actioning of a customer’s special requests?
(a) During customer delivery.
(b) After customer delivery.
(c) Before customer delivery.
(d) It’s not your responsibility to check the actioning of customers’ special requests.
7. Why should you provide professional and personalised service?

(a) To ensure your job remains secure.
(b) To get a promotion.
(c) To provide a quality service experience for your external customers.
(d) To develop better relationships with and provide a quality service experience
for your internal and external customers.
8. What’s the primary reason to liaise and be in close communication with team
members and suppliers?
(a) To ensure efficient service delivery.
(b) To check that they’re doing their jobs properly so you can report any
performance problems to management.
(c) To learn from their mistakes.
(d) To ensure that everyone knows who you are and what your role is.
9. Who should you share customer information with to ensure quality service delivery?
(a) Your team members and manager.
(b) Your CEO.
(c) Your external customers.
(d) It’s against the law to share customer information.
10. What should you do if you identify a problem with a product or service?
(a) Immediately speak with the team member responsible for the poor product or
service to prevent it from happening again. Then go speak with the customer
to compensate them.
(b) Take immediate action to address the problem before provision to the
customer.
(c) If you caused the problem, take immediate action to address it. If it’s someone
else’s fault, let them know so they can address it before provision to the
customers.
(d) It isn’t necessary to take any action in this situation.

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11. What should you do if there’s a delay in product or service provision?
(a) Apologise to the customer. Give an explanation. Keep them regularly updated
on expected outcomes.
(b) If you are well organised, there should never be delays in products or services.
(c) Most customers are used to waiting. If they complain, however, let them know
what’s happening and what the expected outcome is.
(d) Find out who is responsible and ask them to follow through with the customer.
12. If the customer wants a product or service that’s unavailable, what should you do?
(a) Apologise that you can’t give them what they want.
(b) To keep them happy, say you can provide it, and then use your creativity and
initiative to figure out how you can.
(c) Use your initiative to advise them of suitable alternative products and services.
(d) Send them to another organisation which can give them what they want.
13. How should you compensate customers for service difficulties?

(a) Give them the compensation they ask for. The customer is always right after all!
(b) If they’re nice to you, give them their money back. If they’re not, don’t! You
don’t want customers like this to come back anyway.
(c) Avoid compensating customers for service difficulties as it eats into profits. If you
don’t return their calls they’ll get frustrated and give up.
(d) Be proactive and compensate them according to your individual
empowerment and organisational policy.
14. What should you do about service issues to avoid further customer disappointment?
(a) Complain to your friends and family about service issues. Most internal
feedback just falls on deaf ears anyway.
(b) Complain to your manager about service issues so they can be fixed.
(c) Provide internal feedback on service issues and suggest improvements.
(d) Tell your team mates to get their act together before management notices
they are slack and sacks them.
15. What’s the best way to establish and agree on the nature, possible cause and details
of customers’ complaints?
(a) Use reflective questions to probe for specifics and clarify any ambiguities to
make sure you completely understand.
(b) Use closed questions to make sure you maintain complete control of the
conversation.
(c) Use open questions to allow the customer to speak freely and openly about
their concerns.
(d) Use active listening techniques and try not to ask the customer too many
questions.

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16. You need to assess the impact your conflict resolution has on the customer. What
kind of impact are you looking for?
(a) No impact.
(b) Negative impact.
(c) Positive impact.
(d) Negative or no impact.
17. What kind of techniques can assist you most with the management of complaints?
(a) Self-defence techniques.
(b) Communication techniques.
(c) Selling techniques.
(d) Techniques to anticipate customer preferences.
18. How should you handle complaint situations or conflicts in order to resolve them most
effectively?
(a) Sensitively, courteously and discreetly at all times.
(b) Loudly, confidently and clearly.
(c) Sensitively, assertively or aggressively, depending on the customer’s attitude.
(d) Sensitively, courteously and publicly to ensure you have witnesses.
19. Whose responsibility is it to find a solution to customer complaints?

(a) Your manager’s.
(b) Your team’s.
(c) Your customer’s
(d) Yours.
20. When determining and analysing options to resolve complaints/conflicts, what

should you take into account before deciding on the best solution?
(a) Organisational promotional services you could offer.
(b) Professional standards required of the services industry.
(c) Organisational procedures, policies and constraints as well as designated
response times.
(d) Organisational structure charts and the cost of compensation.

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21. How do you ensure complaints/conflicts are resolved to customer satisfaction?
(a) Consult customer satisfaction survey results when planning your resolution
strategy.
(b) Consult with the customer throughout the resolution process.
(c) Consult with your team members and manager for their advice and
suggestions.
(d) Consult complaint resolution websites for the most common solutions to the
problems.
22. How should you view complaints?

(a) As an opportunity to demonstrate high-quality customer service.
(b) As a problem to be resolved quickly before it gets any worse.
(c) As a mistake to blame someone for.
(d) As a chance to slip out for a break without anyone noticing.
23. Why should you provide internal feedback about complaints?

(a) To let management know they should be on the lookout for inept employees.
(b) To increase the satisfaction of internal customers.
(c) To develop rapport with your external customers.
(d) To avoid future reoccurrence.
24. Why should you reflect on and evaluate complaints and solutions?
(a) So you can enhance your response to future issues.
(b) So you can have more meaningful team meetings.
(c) So you can improve your problem-solving skills.
(d) You don’t need to reflect on and evaluate complaints and solutions. You
should focus on serving the customers at hand.
25. How can you promote repeat business?

(a) Offer special discounts to friends and family. Encourage them to spread the
word to other people they know. Word of mouth is the best form of advertising.
(b) Offer promotional services according to your empowerment and
organisational policy.
(c) Advertise and give away free samples of your products and services.
(d) Use special display stands and window displays to promote your products and
services.
26. Why should you maintain customer profiles?

(a) To organise your customer database better.
(b) To give office staff an important task to focus on during ‘down time’.
(c) To enhance service delivery.
(d) To ensure you comply with the Privacy Act.
Page: 27 of 92
27. How can you further develop relationships with repeat customers?
(a) They are repeat customers because you have already managed to develop a
relationship with them. You really don’t need to do anything further.
(b) Provide them with further information about your vast array of products and
services. Keep tempting them to try new and different things.
(c) Offer them discounts on any products or services they purchase.
(d) Continue to develop rapport with them, offer promotional services and provide
them with personalised service.
28. How can you tailor products and services to individual customers?
(a) Check out their customer profile and offer them products and services based
on it.
(b) Check out their customer satisfaction form and offer them products and
services based on it.
(c) Check out their Facebook page and offer them products and services based
on it.
(d) Check out their personal details in the customer database and offer them
products and services based on their age and address.
SHORT ANSWERS
29: List five principles of enhanced customer service experience. What common
characteristics represent quality service to customers?
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________

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30: Identify six different customer service needs and expectations that you could
determine and anticipate throughout service delivery.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
31: You work waiting tables in a crowded, busy restaurant. The maître d’ has just
informed you that a regular customer with a sight impairment is on table 4. Explain
five ways you would look after this customer.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
32: You work at reception in a large hotel. A customer is checking in. According to their
customer profile, they’re hearing impaired. Describe four ways you would
communicate with this customer.
It depends on the degree of hearing impairment.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________

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33: You work as a tour guide. Your booking sheet says that your next group are from
Cambodia and speak very little English. State eight ways you can overcome
language barriers when dealing with them.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
34: Your hotel is hosting a large international conference. You work in the hotel buffet.
List eight ways to meet customers’ special dietary needs.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
35: Explain five ways to use active listening to develop rapport and facilitate effective
two-way communication.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________

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36: List five ways to develop your knowledge so you can advise customers about
products and services which meet their needs.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
37: You should use your initiative to provide tailored and additional services and
products through upselling and offering add-ons. Explain the difference between the
two.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
38: List six extras and add-ons you could offer customers.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________

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39: Identify four preferences or requests you could remember in order to give
personalised service and a quality service experience to your customers.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
40: Identify six attitudes and attributes the service industry expects of you.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
41: State the steps you would take to address a service delay a customer is experiencing.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________

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42: Explain what you would do if you couldn’t provide a product or service the customer
wants.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
43: List four ways you could proactively compensate customers for any service difficulties
experienced.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
44: What are three things you should consider when providing compensation to the
customer?
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________

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45: What’s the value of staff and customer feedback? Identify five ways staff and
customer feedback can help enhance customer service delivery.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
46: A customer is complaining loudly about your poor service. Explain how you would
handle this situation.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
47: Give new colleague three tips on how to use appropriate language when
communicating.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________

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48: Describe the tone, pitch and volume you should use when speaking to customers.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
49: Explain why it’s important to apply good questioning techniques when
communicating with customers who are complaining?
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
50: List five conflict resolution techniques you can use to establish the facts, prevent
escalation and work towards an agreeable solution.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________

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51: Describe the guidelines you should follow when taking responsibility for finding
solutions to complaints.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
52: State the eight-step procedure usually used in the complaint-handling process.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
53: Identify four organisational constraints you should take into account when deciding
how to resolve customer complaints.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________

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54: List three questions you can ask yourself to assess the impact a solution will have on
a customer.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
55: Identify four areas of the workplace where there is commonly room for improvement.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
56: Describe six communication skills to use when suggesting improvements.

______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________

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57: List three promotional services you could offer to promote repeat business.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
58: Identify four types of customer loyalty programs you could use to promote repeat
business.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
59: Describe the data contained and maintained in customer profiles which you can
use to provide personalised, tailored products and services to repeat customers.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________

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60: Describe three ways you can develop the technical skills necessary to use computers
and databases that manage customer profiles and promotional activities.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
61: List three methods you can use to collect feedback from customers.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________

Page: 39 of 92
Knowledge Questions checklist – to be completed by the assessor
Marking criteria Students

response (to
After the Knowledge Questions, the student has provided authenticity for the following
be completed
questions:
by the
assessor)
1. How can you ensure you give your customers exactly what they want? S NS
2. Which products and services should you advise customers on? S NS
3. When should you anticipate customers’ preferences, needs and expectations? S NS
4. In what timeframe should you provide products and services to customers? S NS
5. How can you provide tailored and additional services and products? S NS
6. When should you check the actioning of a customer’s special requests? S NS
7. Why should you provide professional and personalised service? S NS
8. What’s the primary reason to liaise and be in close communication with team members and
suppliers? S NS
9. Who should you share customer information with to ensure quality service delivery? S NS
10. What should you do if you identify a problem with a product or service? S NS
11. What should you do if there’s a delay in product or service provision? S NS
12. If the customer wants a product or service that’s unavailable, what should you do? S NS
13. How should you compensate customers for service difficulties? S NS
14. What should you do about service issues to avoid further customer disappointment? S NS
15. What’s the best way to establish and agree on the nature, possible cause and details of
customers’ complaints? S NS
16. You need to assess the impact your conflict resolution has on the customer. What kind of impact
are you looking for? S NS
17.What kind of techniques can assist you most with the management of complaints? S NS
18.How should you handle complaint situations or conflicts in order to resolve them most S NS
effectively?
19.Whose responsibility is it to find a solution to customer complaints? S NS

Page: 40 of 92
response (to
be completed
questions:
by the
assessor)
20.When determining and analysing options to resolve complaints/conflicts, what should you take S NS
into account before deciding on the best solution?
21.How do you ensure complaints/conflicts are resolved to customer satisfaction? S NS
22.How should you view complaints? S NS
23.Why should you provide internal feedback about complaints? S NS
24.Why should you reflect on and evaluate complaints and solutions? S NS
25.How can you promote repeat business? S NS
26.Why should you maintain customer profiles? S NS
27.How can you further develop relationships with repeat customers? S NS
28.How can you tailor products and services to individual customers? S NS
29. List five principles of enhanced customer service experience. What common characteristics S NS
represent quality service to customers?
30. Identify six different customer service needs and expectations that you could determine and S NS
anticipate throughout service delivery.
31: You work waiting tables in a crowded, busy restaurant. The maître d’ has just informed you that S NS
a regular customer with a sight impairment is on table 4. Explain five ways you would look after this
customer.
32: You work at reception in a large hotel. A customer is checking in. According to their customer S NS
profile, they’re hearing impaired. Describe four ways you would communicate with this customer.
It depends on the degree of hearing impairment.
33: You work as a tour guide. Your booking sheet says that your next group are from Cambodia S NS
and speak very little English. State eight ways you can overcome language barriers when dealing
with them.
34: Your hotel is hosting a large international conference. You work in the hotel buffet. List eight S NS
ways to meet customers’ special dietary needs.
Answer may include the following or other appropriate response.
35: Explain five ways to use active listening to develop rapport and facilitate effective two-way S NS
communication.

Page: 41 of 92
response (to
be completed
questions:
by the
assessor)
36: List five ways to develop your knowledge so you can advise customers about products and S NS
services which meet their needs.
37: You should use your initiative to provide tailored and additional services and products through S NS
upselling and offering add-ons. Explain the difference between the two.
38: List six extras and add-ons you could offer customers. S NS
39: Identify four preferences or requests you could remember in order to give personalised service S NS
and a quality service experience to your customers.
40: Identify six attitudes and attributes the service industry expects of you. S NS
41: State the steps you would take to address a service delay a customer is experiencing. S NS
42: Explain what you would do if you couldn’t provide a product or service the customer wants. S NS
43: List four ways you could proactively compensate customers for any service difficulties S NS
experienced.
44: What are three things you should consider when providing compensation to the customer? S NS
45: What’s the value of staff and customer feedback? Identify five ways staff and customer S NS
feedback can help enhance customer service delivery.
46: A customer is complaining loudly about your poor service. Explain how you would handle this S NS
situation.
47: Give new colleague three tips on how to use appropriate language when communicating. S NS
48: Describe the tone, pitch and volume you should use when speaking to customers. S NS
49: Explain why it’s important to apply good questioning techniques when communicating with S NS
customers who are complaining?
50: List five conflict resolution techniques you can use to establish the facts, prevent escalation and S NS
work towards an agreeable solution.
51: Describe the guidelines you should follow when taking responsibility for finding solutions to S NS
complaints.
52: State the eight-step procedure usually used in the complaint-handling process. S NS

Page: 42 of 92
response (to
be completed
questions:
by the
assessor)
53: Identify four organisational constraints you should take into account when deciding how to S NS
resolve customer complaints.
54: List three questions you can ask yourself to assess the impact a solution will have on a customer. S NS
55: Identify four areas of the workplace where there is commonly room for improvement. S NS
56: Describe six communication skills to use when suggesting improvements. S NS
57: List three promotional services you could offer to promote repeat business. S NS
58: Identify four types of customer loyalty programs you could use to promote repeat business. S NS
59: Describe the data contained and maintained in customer profiles which you can use to provide S NS
personalised, tailored products and services to repeat customers.
60: Describe three ways you can develop the technical skills necessary to use computers and S NS
databases that manage customer profiles and promotional activities.
61: List three methods you can use to collect feedback from customers. S NS
Task outcome S NS
Assessor’s remarks
Assessor’s signature Date
Students signature Date

Page: 43 of 92

Page: 44 of 92
Student Detail
Student Name
Student Id:
Assessment Details
experiences.
Assessment Task Scenario
Due Date
Overall AT2 Assessment Satisfactory □ Not Satisfactory □ Not completed □
Outcome
Date
Assessor name
Comments/Feedback
lost.
Assessor Student
checks
No
No
Check for Authenticity (own work) Signature: .....................................................
 Yes No
Cheating or use of model answers Date: ..............................................................
 Yes No
Signature: .........................................................
Date: .................................................................

Page: 45 of 92
Assessment task 2: Scenario
Required documents and equipment:
• Industry simulated Scenarios

• Sample documentations and templates
• Computers and database
• Templates relating to organisational policies and procedures
• Scenario background information
You are required to use the information given to you and:
• Create a customer profile

• Use this profile to provide tailored products and services
You must also:
• Read the Scenario background information

• Complete Task 1 and Task 2
• Answer all the questions
- Recommended date for assessment: [Trainer to provide]

- Access all resources mentioned in required resources either printed copies or access
via the internet
- Time required for assessment: 2-hour session
- You must:
o Produce all evidence as required in the practical demonstration.
o Complete the assessment and submit in due timelines
o Submit with a completed assessment cover sheet
- Your assessor will set a time to provide feedback
At the end of the assessment, you will be required to submit the following evidence
before the due date specified by the assessor:
- Documentation can be submitted electronically or paper-based.
- Your assessor will record the assessment outcome on the assessment cover sheet.

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AT2- Scenario
Task 1: Develop customer profiles
You are the new hotel manager at the Mayfell Hotel. You cannot believe that the hotel
does not have a database of customer information or at the very least, have customer
profile information. This information is critical to cater for customer needs.
There are a few things that must be changed, but creating a database of customer
profiles is the priority.
Question and answer

Q1: What customer information will you include in the customer profiles? List at least five.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
Q2: What technology will you use to store the customer information in? Be specific and
provide an example of such a system.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________

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Q3: Explain the features and the benefits of using this technology.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
Task 2: Provide personalised service

It has been a few months since you have created a database of customer profiles and
each new customer has been added.
You have used your database information to get anonymous feedback from the
customers.
You have collated the information and this is the feedback you received.
❖ Room service finishes too early. It should go to at least 11 pm.
❖ For these prices we should be offered a porter service.
❖ The training equipment in the health club is out of date and there is not enough of
it.
❖ A meals package should be included with the accommodation.
❖ You don’t have any package deals with local tours, festivals or events in the area.
Based on this feedback you would like to implement some changes to the hotel’s
services to improve the customer experience.
Q1: List the services you would like to provide for customers?
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________

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Q2: What extras or add-ons could you introduce at the hotel to enhance the customer
experience?
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
Q3: The Mayfell Hotel is now affiliated with a major local airline. What add-ons could the
airline offer your customers?
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
Q4: What extras or add-ons can you provide in the hotel’s restaurant to improve the
customer’s experience?
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________

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Use the information below to answer Q5 – 8.
You are checking in a returning customer, Barry Biswell. From his customer profile you
know the following information.
❖ Contact phone numbers including mobile.

❖ It’s his birthday today.
❖ On the last visit he made a special request for newspaper delivery, extra pillows
and a room with a view.
❖ He also requested a shower stool on his last visit.
❖ At the restaurant he preferred his steak to be well done.
❖ He has breakfast and dinner in the restaurant each time he stays.
❖ He complained about the fact that housekeeping did not provide him with clean
towels each morning.
❖ He has never received a discount or special offer.
Q5: What action could you take to ensure you give Barry personalised service? List at
least three.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
Q6: How does providing personalised service promote repeat business?

______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________

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Q7: What positive communication strategies will you use with Barry? Explain how this is
beneficial for enhanced customer service?
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
Q8: What other add-ons could you advise Barry of?

______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
Q9: You are checking in a new customer. Her name is Leslie.

Here is her customer profile.
❖ Name and contact details.

❖ She has two children, aged six and two.
❖ This is her first visit.
❖ She has requested extra pillows and a cot for her toddler.
❖ She has asked about kid friendly restaurants and events in the area
 What different needs will Leslie have compared to Barry.

______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________

Page: 51 of 92
Q10: You are thinking about creating a loyalty program for the Mayfell Hotel. What type
of loyalty program is suitable for the hotel? Explain how it would work.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________

Page: 52 of 92
Assessor checklist
To be completed by the assessor.
Learner’s name:
Did the learner successfully demonstrate evidence of their ability to Completed

do the following? Yes No
Determined customer preferences, needs and expectations.
Provided advice to customers about appropriate products and

services to meet their needs.
Offered extras and add-ons and provided tailored and additional

products and services.
Identified customer profiles to enhance service delivery.
Provided tailored products and services based on customer

profiles.
Identified various extras and add-ons to enhance the customer

experience.
Identified and explained a loyalty program.
Identified features and uses of a customer database.
Task outcome S NS

Page: 53 of 92

Page: 54 of 92
Student Detail
Student Name
Student Id:
Assessment Details
experiences.
Assessment Task Role play
Due Date
Overall AT3 Assessment Satisfactory □ Not Satisfactory □ Not completed □
Outcome
Date
Assessor name
Comments/Feedback
lost.
Assessor Student
checks
No
No
Check for Authenticity (own work) Signature: .....................................................
 Yes No
Cheating or use of model answers Date: ..............................................................
 Yes No
Signature: .........................................................
Date: .................................................................

Page: 55 of 92
AT3: Role play
Required documents and equipment required for this assessment:
• Simulated industry environment to conduct role play for SITXCCS007- Enhance customer
service experiences
• Role play background and information (provided by the assessor)
• Pen
• Learners notes
• Role play background information
• A table or desk
Instructions for Assessor:
This is a role play based assessment which will be carried out in a simulated industry environment
where you are required to complete 5 role plays and answer questions at the end of the role
play.
You will be briefed about their roles and the desired outcomes prior to the commencement of the
activity.

- Recommended date for assessment - [Set a dates as per timetable]
- Access all resources mentioned in required resources either printed copies or access via the
internet.
- Time required for assessment: 8 hours for 2 sessions of 4 hours each.
- You must:
o Produce all evidence as required in this assessment.
o Complete the assessment and submit in due timeline.
o Submit with a completed assessment cover sheet.
- Assessor must set a time to provide feedback.
At the end of the assessment, student will be required to submit the following evidence before
the due date specified by the assessor:
- Documentation can be submitted paper-based.
- Assessor will record the assessment outcome on the assessment cover sheet.

Page: 56 of 92
This assessment requires you to undertake a series of role plays to demonstrate your
ability to interact and communicate with customers in a professional and clear way
when greeting and explaining products and services, and must handle problems and
service issues.
You must also use conflict resolution techniques in a situation.
You are required to do the following.
• Role-plays are to be conducted in an actual or simulated workplace environment.

• All participants must be briefed on their roles and the desired outcomes of the role-play
prior to commencing the activity.
• You must read the background information to help you respond to the situation
according to the customer service policy and procedure.
• Role-plays can be recorded for further analysis and discussion with the consent of all
participants.
• Complete all the role-plays.
• Answer all the questions.
Role-play 1
• The following resources are required to complete the role-play.
• A table or desk to simulate the reception desk.
Learner instructions
You are a receptionist on the front desk of the Mayfell Hotel. It’s Thursday. A customer
arrives at the hotel and approaches the front desk. Your role is to greet them, establish
their needs and provide appropriate products, assistance and information.
• Read the Mayfell Hotel overview in the Role-play background information prior to
commencing the role-play.
• During the role-play, you are required to demonstrate the following skills and
knowledge.
• Make the customer a priority over other workplace duties.
• Greet your customer in a polite and friendly manner.
• Use questioning and listening techniques to determine the customer’s needs.
• Explain and match products and services to the customer’s needs.
• Seek feedback from the customer about the customer service they have received.
• There have been new services which the hotel now offers that it didn’t before. You are
to ensure you refer to these.
• Complete the role-play.

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Role-play 2
You are a receptionist on the front desk of the Mayfell Hotel. The hotel is filled with
people attending two major events – a conference which is held within the hotel, as well
as a concert for a well-known musician.
A customer who has been staying with you for two days, Barry, approaches the front
desk. He looks red in the face and flustered. He is obviously upset.
Your role is to greet him, listen to his issue and find a possible solution for his problem. You
must follow the customer complaints policy listed in the Role-play background
information.
• Read the Role-play background information prior to commencing the role-play.
knowledge.
• Use conflict resolution techniques.
• Prevent escalation.
• Refer to complaints-handling policy.
• Identify ways to compensate dissatisfied customers according to customer
complaints policy.
Question and answer

Q1: List three conflict resolution techniques you use in this situation.
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
Q2: According to the customer complaints policy, what are some acceptable ways to
compensate customers who have an issue?
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________

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Q3: What factors do you need to consider when compensating customers? List three.
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
Role-play 3
You are the hotel manager at the Mayfell Hotel. The hotel receptionist has referred a
customer complaint to you. You are unsure of the incident but the customer is
demanding to speak to you, as they have been unhappy with the response from hotel
reception. It is in regards to overcharging.
knowledge.
• Prevent escalation.
• Refer to complaints-handling policy.
• Identify ways to compensate dissatisfied customers according to customer
complaints policy.
• Explain the complaints procedure to the customer so that they are aware of the
process.
• Ask for feedback on the complaints resolution process.
Question and answer

Q1: If you are unable to handle this situation, who would you report the issue to?
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________

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Q2: Why is it important to seek feedback from customers about the delivery of customer
service and processes used to resolve problems and issues?
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
Q3: Should the cause and outcomes of this issue be discussed with hotel reception staff?
Why/why not?
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________

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Role-play 4
You work as a receptionist on the front desk of the Mayfell Hotel. One of the senior cooks
from the hotel’s restaurant approaches you in the office area behind the front desk. You
don’t know this employee and have never spoken to them before. They ask you for
details about a phone call that you did not make and don’t know anything about. It’s
4.00 pm and you started work at 3.00 pm. The morning shift finished at 3.30 pm and has
departed for the day. In this role-play you are providing customer service to an internal
customer.

• Once you have assisted the customer and rectified or referred their problem, seek
feedback from your customer about the quality of customer service provided and
resolution process used.
• During this role-play, you are required to demonstrate the following skills and
knowledge.
• Greet your customer in a polite and friendly manner.
• Use questioning and listening techniques to determine the customer’s needs or
concerns.
• Based on the job role, identify if you are unable to meet the needs of the customer,
and seek assistance from others, if necessary.
• Recognise and resolve customer problems or delays and deficiencies in customer
service.
• Rectify problems, delays or deficiencies to customer satisfaction in line with own level
of responsibility.
• If necessary, refer service issues to a higher-level staff member for action in line with
organisational procedures, when necessary.
• Seek informal feedback from customers.
• Answer all the questions after completing the role-play.
Question and answer

Q1: What customer service strategies do you use with internal customers?
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________

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Q2: If you are unable to handle this situation, who would you report the issue to?
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
Q3: Why is it important to seek feedback from internal customers about the delivery of
customer service and processes used to resolve problems and issues?
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
Q4: Should the cause and outcomes of this issue be discussed with the hotel manager or
senior manager? Why/why not?
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
Q5: What action could be taken to prevent this issue from occurring again?
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________

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Role-play 5
You are in charge of the catering for a three-day conference at the Mayfell Hotel. It is
your job to ensure that quality and quantity of food is sufficient for the attendees and
conference organisers. You also need to ensure that all dietary requirements have been
met.
You liaise with the chef and the event coordinator to ensure the chef has all the
necessary details they need for the catering of the event. You also deal with any issues
regarding the catering. Any issues that you cannot resolve are referred to the event
coordinator or in extreme cases the hotel manager.
As far as you are aware, for this conference there are 120 people attending and
catering has been ordered for that amount of attendees.
The event coordinator is approaching you and it looks like there might be an issue.
You are providing customer service for an internal customer.
• Read the role-play background information prior to commencing the role-play.
• Deal with the situation and outline what steps you will take to resolve it.
• Once you have assisted the internal customer and rectified or referred their problem,
seek feedback from your internal customer about the quality of customer service
provided and the resolution process used.
• During this role-play, you are required to demonstrate the following skills and
knowledge.
• Greet your internal customer in a polite and friendly manner.
• Use questioning and listening techniques to determine the internal customer’s needs
or concerns.
• Based on the job role, identify if you are unable to meet the needs of the customer,
and seek assistance from others, if necessary.
• Recognise and resolve customer problems or delays and deficiencies in customer
service.
• Rectify problems, delays or deficiencies to customer satisfaction in line with own level
of responsibility.
• If necessary, refer service issues to a higher-level staff member for action in line with
organisational procedures, when necessary.
• Explain what actions could be taken to ensure this does not happen again.
• Seek informal feedback from customers.
• Answer all the questions after completing the role-play.

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Question and answer
Q1: If this issue was not resolved, what other appropriate action would you take?
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
Q2: Why is it important to liaise appropriately with team members?

____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
Q3: What actions could employees at Mayfell Hotel take to ensure this situation does not
occur again?
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________

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Assessor checklist
To be completed by the assessor.
Learner’s name:

Role-play 1
Prioritised customer over other workplace duties.
Acknowledged and greeted customer within organisation’s

designated response times and standards.
Communicated with customer clearly and professionally.
Asked questions and actively listened to customer’s responses to

find out what they want.
Identified customer preferences and provided effective customer

service.
Explained and matched products and services to those needs.
Explained the additional services now provided by the hotel.
Asked for feedback from the customer.
Role-play 2

Asked questions and actively listened to customer to find out what

the issue is.
Communicated with customer clearly and professionally.
Used appropriate conflict resolution techniques.
Offered solutions according to the customer service policy.
Identified an appropriate way to compensate customer according

to the customer service policy.
Showed awareness of complaints-handling process.
Role-play 3

Asked questions and actively listened to customer’s responses to
find out what they want.

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Recognised and resolved the customer’s problem.
Is aware of special needs, customs and practices of various social

and cultural groups.
Acknowledged that it was the hotel’s mistake and apologised.
Rectified the problem to the customer’s satisfaction in line with their

level of responsibility as hotel manager.
Explained the organisation’s customer complaints policy.
Asked for feedback on the complaints resolution process.
Role-play 4
Acknowledged and greeted internal customer.

Asked questions and actively listened to internal customer’s
responses to find out what they want.
Communicated clearly and professionally.
Provided professional customer service experience for internal

customer.
Identified personal limitations when meeting the needs of internal

customer.
Sought assistance from others when confronted with a customer

service task outside their personal limitations.
Recognised and resolved a routine customer problem according

to own level of responsibility and organisational policy and
procedures.
Sought feedback about internal customer’s satisfaction with the

resolution and assistance they received.
Role-play 5
Acknowledged and greeted internal customer.
Asked questions and actively listened to internal customer’s

responses to find out what they want.
Communicated clearly and professionally.
Outlined steps they would take to rectify the situation.
Identified personal limitations when meeting the needs of internal

customer.

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Sought assistance from others when confronted with a customer
service task outside their personal limitations.
Sought feedback from internal customer on whether or not their

response was acceptable.
Liaised with team members and suppliers to ensure efficient service

delivery.
Provided internal feedback on what action to take in order to

avoid future occurrence.
Task outcome S NS

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UNIT MARKING CHECKLIST
INSTRUCTIONS – ASSESSOR
To complete this assessment, trainer will:
• Observe the learner while they identify customer requirements and provide professional and personalised customer service experiences to two
different internal and two different external customers to meet requirements.
• Observe the student while they demonstrate procedures to respond to and resolve three different customer complaints according to
organisational policies and procedures.
• Observe the student while they demonstrate effective communication with the above internal and external customers, including any with special
needs.
• Observe the student while they seek formal and informal feedback from customers on quality.
• Observe the learner while they provide above service to above customers in line with organisational customer service standards and within
designated response time.
• Use the checklist to observe the learner using a range of skills/tasks.
• Observe the learner over a period while they learn and use various skills/tasks.
• Ensure that the learner can consistently perform all tasks multiple times satisfactorily.
• Decide when the learner is competent at all tasks.
• Ask the learner questions relating to the tasks they are undertaking.
• On completion, submit the assessment as mentioned.

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Competency Record Summary Sheet
Unit of
SITXCCS007- Enhance customer service experiences
Competency:
Student’s Name: Student’s ID:
Date of
Assessor’s Name:
completion:
Trainer Declaration:
Yes No
The following questions are to be completed by the assessor
Is the Learner ready for assessment?
Has the assessment process been explained?
Does the Learner understand which evidence is to be collected and how?
Have the Learner’s rights and the appeal system been fully explained?
Have you discussed any special needs to be considered during

assessment?
Learner Declaration
Yes No
I declare that:
The material I have submitted is my own work
I have kept a copy of all relevant notes and reference material that I used
in the production of my work
I have given references for all sources of information that are not my
own, including the words, ideas and images of others
Student Results
Not yet
Assessments Not
Satisfactory(S) satisfactory
Completed
(NYS)
Assessment 1: Knowledge Test   
Assessment 2: Scenario   
Assessment 3: Role play   
Comments:

Page: 69 of 92
Supplementary Assessments (if required)
Assessments/comments Date Assessor name Satisfactorily
Completed completed
Yes No
Yes No
Yes No
Unit Outcome
 Competent  Not Yet Competent
Assessor Signature Date

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Appendix1- Assessment resource in TIV simulated
industry environment
TIV will conduct practical assessment for this unit in its Classrooms using role plays and scenarios
at Unit 1 /252 Lygon Street, Carlton VIC 3053 and during assessment student will have access to
following resources:
Assessment must ensure access to:
▪ computers and databases that manage customer profiles and promotional activities
▪ organisational policies, procedures and templates relating to:
▪ customer service standards
▪ designated response times
▪ presentation standards
▪ procedures for dealing with customer complaints
▪ customer surveys and feedback collection
▪ recording and reporting customer feedback
▪ internal and external customers with different cultural backgrounds and special service
needs with whom the individual can interact; these can be:
- customers in an industry workplace during the assessment process; or
- individuals who participate in role plays or simulated activities, set up for the purpose of
assessment, in a simulated industry environment operated within a training organisation.

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Appendix 2- Script for Role-play 1
Role Play Information - Receptionist

Role title Receptionist
Organization Mayfell Hotel
Department Customer Service
Role played by Student
Is party playing the Yes
role is being
assessed?
Other parties Assessor or other student- Hotel guest
involved in role
play and their roles
Are other parties No

involved are being
assessed during
role?
Time allocated 15 mins
Purpose of role Students are required to play the role of a Receptionist where the
student is required to greet the customer as he/she arrives at the hotel
and approaches front desk. The student will establish the needs of the
customer (played by the assessor/other student) and provide assistance
and information as requested by the customer.
Role play script • The receptionist will greet the customer politely and make them
feel welcomed.
• The receptionist will ask questions to the customer to get more
information about how, when and where they made the booking.
• The receptionist will clearly explain the products and services that
are available for the customer.
• The receptionist will explain the new services that are offered to
customers which may include the following:
- Car parking location and costs (if any)
- How to transfer luggage to the room
- Dining facilities for dinner and if bookings are necessary
- Location of the health club
- How to access the hotel’s WiFi
• The receptionist will seek an oral feedback from the customer about
the service received.
Role play It is important that you are prepared for this session, ensuring you:
information • prepare for the session to ensure everything is covered
Presentation Context
• This role play will consist of the student playing the role of a
receptionist and the assessor or another student who will play the
role of the customer.
• Things to consider whilst performing this task:
• Be organized - prepare and plan for the session thoroughly.
• Know your position as a receptionist.
• Know your company and the services offered.
• Be prepared to ask questions
• Be prepared to be asked questions
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Things to consider whilst role-playing an employee:
• Be prepared
• Act professionally throughout the process
• Be prepared to ask questions when you require more information
• Answer all questions to the best of your ability
• Ensure the customer is of top most priority over other workplace
duties.
• Make sure that by the end of the session, the customer is satisfied
and all the queries are responded to efficiently.
• Remember, you will be required to both be the hotel employee,

and role-play as a client (during another student’s assessment), so
be sure to perform at your best at all times. This means you must
participate in the session, and ask questions if you feel they are
required (for clarification as needed)
Key outcome
expected from The learner greets you politely and courteously and makes you feel
role-play welcome.
The learner asks you questions to gain information and clarify your needs.
The learner clearly explains products and services, and provides
information and directions as a result of your questions and responses.
The learner explains the new services now offered to customers.

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Role Play Information –Client/Customer
Role title Customer
Role played by Assessor/Other student
Is party playing the No
role is being
assessed?
Other parties Student playing the role of a Receptionist
involved in role
Are other parties Yes

involved are being
assessed during
role?
Purpose of role You are required to play the role of a Customer who has never stayed
at the Mayfell Hotel. The customer has various queries about the
services offered as he/she is unsure about the same as the booking was
done online through a booking service and not the hotel directly.
Role play script • The customer has arrived by car and left the luggage as the
customer is unsure about valet parking service and porter service.
• Since the customer has made a booking online and has the details
in the email, he/she must keep the information ready.
• The customer has questions regarding the following:
- Car parking location and costs (if any)
- How to transfer luggage to the room
- Dining facilities for dinner and if bookings are necessary
- Location of the health club
- How to access the hotel’s WiFi
• The customer will provide feedback to the receptionist regarding
the service received.
information • Ask relevant questions to the receptionist and provide accurate
information for the employee to solve the queries.
• Each meeting will consist of a receptionist (played by the student),
and a customer/client (assessor/other student)
Things to consider whilst performing this task:
• Know your position as a client.
• Ensure you have the email and all the queries ready.
Things to consider whilst role-playing a client:
• Be prepared
• Answer all questions and provide all information to the
receptionist.
• Make sure that by the end of the session, the queries are all
answered by the receptionist.
• Remember, you will be required to play the part of a receptionist,
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Key outcome
expected from • The customer asks relevant questions to the receptionist
role-play • The customer ensures that all relevant information is requested.
• The customer gives an accurate oral feedback to the
receptionist.

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role is being
assessed?
involved in role

involved are being
assessed during
role?
student is required to use conflict resolution techniques and prevent
escalation of the mentioned in role-play 2.
The receptionist is required to refer the customer handling policy and
identify ways to compensate the dissatisfied customer.
Role play script • The receptionist greets the upset customer and listens to the issue.
• The receptionist finds a possible solution to the customer’s
problems.
• The receptionist will follow the complaints-handling policy and
compensate the customer.
• The receptionist has to ensure that the dissatisfied customer is well
taken care of by using the conflict-resolution technique.
Role play It is important that the students are prepared for this session, ensuring
information you:
• prepare for the session to ensure everything is covered
role of the angry customer.
• Know your company and the complaint-handling policy.
• Be prepared
• Ensure the comfort of the customer is of top most priority.
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• Remember, you will be required to both be the hotel employee,

Key outcome
expected from • The learner listens to the complaint.
role-play • The learner uses appropriate conflict resolution techniques.
• The learner refers to the customer service policy in their response to
the customer.
• The learner identifies an appropriate way to compensate the
customer according to the Mayfell customer service policy (listed in
the ‘Role-play background information’.)

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Role title Customer
role is being
assessed?
Other parties Student playing the role of a Receptionist
involved in role

involved are being
assessed during
role?
Purpose of role The students are required to play the role of a Customer who is staying
at the Mayfell Hotel for a five-day conference and is unable to get
sleep because of the noisy neighbors on either side of the room. The
customer is angry and very upset as the issue has been raised with the
reception and nothing concrete has been done about the same.
Role play script • The customer is angry while staying at the Mayfell Hotel because
of the noise level on either side of the room as there are people
partying at the hotel.
• The customer has taken this up with reception staff and the people
are quiet for a while and they start getting noisy again.
• The customer did not get sleep until 5 am on the 3rd day of the stay
and decide to speak to the reception staff personally.
• The customer wants to be moved to any other room available
which is guaranteed to be quiet and also the employee is
informed that the customer would never stay at the hotel again.
Role play It is important that the learner is prepared for this session, ensuring the
information learner:
• Explains the situation to the reception employee.
• The customer is angry throughout the exchange with the
employee.
• Each meeting will consist of a receptionist (played by the student),
and an angry customer/client (assessor/other student)
• Ensure the customer requests for appropriate compensation.
• Be prepared to ask questions.
• Be prepared
• Make sure that by the end of the session, the problem is resolved
appropriately.
• If an appropriate compensation is provided, the customer will not
escalate the matter.

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• Remember, the learner will be required to play the part of a
receptionist, and role-play as an angry client (during another
student’s assessment), so be sure to perform at your best at all
times. This means you must participate in the session, and ask
questions if you feel they are required (for clarification as needed)
Key outcome
expected from • The customer is clear about the problems being faced during the
role-play stay.
• The customer is reasonable and calm if the employee listens to
the problem.
• The customer escalates the matter only if an appropriate
compensation is not provided.

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Role Play Information – Hotel Manager

Role title Hotel Manager
role is being
assessed?
involved in role

involved are being
assessed during
role?
Purpose of role Students are required to play the role of a hotel manager at the Mayfell
Hotel where the receptionist has informed about a customer complaint.
As a hotel manager, the conflict resolution technique must be used to
prevent escalation and identify ways to compensate the customer
according to the customer complaints policy.
Role play script • The hotel manager is informed about an upset customer.
• The hotel manager is unsure of the incident but talks to the
customer and learns about the issue of overcharging.
• The hotel manager uses conflict resolution techniques to prevent
escalation of the matter.
• The manager refers to the complaints-handling policy.
• The manager listens to the issue narrated by the customer and tries
to resolve the problem.
• The manager shows sensitivity towards the customer’s cultural
needs.
• The hotel manager apologises as it was the hotel’s fault and
provides solution.
• The hotel manager ensures the customer is satisfied with the
outcome and takes feedback from the customer.
Role play It is important that the students are prepared for this session, ensuring
information you:
• prepare for the session to ensure everything is covered
• This role play will consist of the student playing the role of a hotel
manager and the assessor or another student who will play the
role of the upset customer.
• Know your position as a hotel manager.
• Know your company and the complaint-handling policy.
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• Be calm and listen to the customer
• Be prepared
• Ensure the comfort of the customer is of top most priority.
and take a feedback from the customer.
• Remember, you will be required to both be the hotel manager

Key outcome
expected from The learner recognises and resolves the customer’s problem.
role-play The learner is sensitive to the customer’s cultural needs, for example, sorts
out the issue quickly or lets them go and pray while they investigate
the issue.
The learner uses appropriate conflict resolution techniques.
The learner listens to the issue.
The learner acknowledges that it is the hotel’s mistake.
The learner rectifies the problem to the customer’s satisfaction in line with
their level of responsibility as hotel manager.
The learner explains the customer service complaints policy.

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Role title Customer
role is being
assessed?
Other parties Student playing the role of a Hotel Manager
involved in role

involved are being
assessed during
role?
Purpose of role The students are required to play the role of a Customer who is staying
at the Mayfell Hotel with the family. The customer is upset as the credit
card of the customer is overcharged and the customer is unable to pay
at the local winery. The customer ensures that the problem is solved
after speaking to the hotel manager.
Role play script • The customer is upset and is complaining regarding the
overcharging of the credit card while he has already paid for the
accommodation.
• The customer demands to speak to the manager as the
receptionist cannot solve the issue.
• The customer is upset and embarrassed.
• The customer explains the entire situation to the manager and
demands this be solved at the earliest as the receptionist advises
to take the issue with the credit card company.
• The customer is a Muslim and is getting late for prayers.
• The customer ensures that the hotel manager solves the issue at
the earliest to avoid an escalation.
Role play It is important that the learner is prepared for this session, ensuring the
information learner:
• Explains the situation to the hotel manager.
• The customer is upset but not loud or aggressive.
• Each meeting will consist of a hotel manager (played by the
student), and the upset customer/client (assessor/other student)
• Ensure the customer is not loud and aggressive but insistent and
demanding.
• Be prepared to ask questions.
• Be prepared
• Make sure that by the end of the session, the problem is resolved
appropriately by the Hotel Manager.

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• If an appropriate resolution is provided by the hotel manager, the
customer will not escalate the matter.
• The customer escalates the matter only if all the communication
techniques and avenues of communication are explored.
• Remember, the learner will be required to play the part of a hotel
manager, and role-play as an upset client (during another
student’s assessment), so be sure to perform at your best at all
times. This means you must participate in the session, and ask
questions if you feel they are required (for clarification as needed)
Key outcome
expected from • The customer is provides facts to the hotel manager about the
role-play payment done before.
• The customer insists on a reasonable solution.
• The customer simply wants the situation rectified as soon as
possible.

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role is being
assessed?
Other parties Assessor or other student- Internal Customer (Cook), Higher level staff
involved in role member

involved are being
assessed during
role?
internal customer (cook) has been assisted and customer service has
been provided while also ensuring the problem has been rectified.
Role play script • The receptionist is at the front desk of the Mayfell Hotel.
• The receptionist is approached by an internal customer (senior
cook) with a problem related to a customer.
• The receptionist greets the customer in a polite and friendly
manner.
• The receptionist listens to the cook and asks questions to
determine the needs of the customer.
• The receptionist tries to resolve the problem by seeking assistance
from others.
• If necessary, the receptionist will refer the issue to a higher-staff
member in line with organizational procedures.
• The receptionist also seeks for informal feedback from the internal
customer
information • prepare for the session to ensure everything is covered.
role of the internal customer (Senior Cook)
• Know your company and ask for assistance when needed.
• Be prepared
Page: 84 of 92
• Ensure the customer is dealt in line with own level of responsibility.
• Remember, you will be required to both be the receptionist, and

role-play as an internal customer (during another student’s
assessment), so be sure to perform at your best at all times. This
means you must participate in the session, and ask questions if you
feel they are required (for clarification as needed)
Key outcome
expected from The learner prioritises the internal customer’s needs ahead of other duties.
role-play The learner greets the internal customer appropriately.
The learner recognises the internal customer’s problem.
The learner offers solutions to rectify the problem or refers service issues to
a higher-level staff member.
The learner seeks feedback from the customer.

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Role Play Information –Internal customer (Senior cook)
Role title Senior Cook
Department Kitchen
role is being
assessed?
Other parties Student playing the role of a Receptionist, Higher level staff member
involved in role

involved are being
assessed during
role?
Purpose of role The learner is required to play the role of an internal customer (Senior
Cook) where he/she has a problem related to a hotel guest which is
related to a special dietary requirement.
Role play script • The cook wishes to speak to the hotel guest with a special dietary
requirement and hence approaches the receptionist of the hotel.
• The cook is informed that the receptionist on duty is unaware of
the guest or the meal preference. The cook suggests speaking to
the staff member who spoke to the hotel guest.
• The cook is stressed and wants to speak to someone who can help
in this situation as he/she needs to get back to work as soon as
possible.
• The cook provides feedback once the issue is rectified and the
customer service has been provided.
information • Ask relevant questions to the receptionist about the hotel guest.
• Each session will consist of a receptionist (played by the student),
and an internal customer(assessor/other student)
• Know your position as a Senior cook.
• Be prepared
• Answer all questions and provide all information to the
receptionist.
• Be aware of the consequences of not meeting requirements of a
special dietary meal request.
• Make sure that by the end of the session, the queries are all
answered by the receptionist.
• Remember, you will be required to play the part of a receptionist,
and role-play as an internal customer (during another student’s
Page: 86 of 92
Key outcome
expected from • The cook asks relevant questions.
role-play • The cook takes the special dietary requirement seriously as the
consequences can be very serious.
• The cook is stressed but calm.
• The cook provides accurate feedback to the receptionist for
providing customer service to internal customer.

Page: 87 of 92
Role Play Information – Catering In-charge

Role title Catering Incharge
Department Catering
role is being
assessed?
Other parties Assessor or other student- Event Coordinator and Chef
involved in role

involved are being
assessed during
role?
Purpose of role Students are required to play the role of a catering in-charge ensuring
that the food has been arranged for a conference and all special
dietary requirements have been taken care of while communicating
with the event coordinator and the chef, and providing customer
service for the internal customer.
Role play script • The catering in-charge is required to deal with any issues related
to the catering by communicating with the event coordinator and
the chef.
• The catering in charge faces an issue of a possible food shortage
which is communicated by the event coordinator.
• The catering in charge is required to greet the internal customer
(event coordinator) and use questioning skills to get more
information.
• The catering in charge is required to come up with a solution for
the problem and rectify any delays or deficiencies to customer
satisfaction in line with own level of responsibility.
• The catering in charge must involve a higher level staff member if
required.
• The catering in charge explains the action to be taken to ensure
this does not happen again.
• The catering in charge seeks informal feedback from the internal
customer (Event coordinator)
information • prepare for the session to ensure everything is covered.
catering in charge and the assessor or another student who will
play the role of the internal customer (Event coordinator), and
chef (assessor/other student)
• Know your position as a catering in charge and the responsibilities.
Page: 88 of 92
• Know your company and ask for assistance when needed.
• Be prepared
• Answer all questions to the best of your ability.
• Effective communication should be made between self, chef and
the event coordinator.
• Ensure the internal customer is greeted and there is a two-way
communication.
• Make sure that by the end of the session, the internal customer is
satisfied and all the queries are responded to efficiently.
• Remember, you will be required to both be the catering in charge,

and role-play as an internal customer (during another student’s
Key outcome
expected from The learner greets the internal customer appropriately.
role-play The learner recognises the internal customer’s problem.
The learner offers solutions to rectify the problem or refers service issues to
a higher-level staff member.
The learner seeks feedback from the internal customer.

Page: 89 of 92
Role Play Information –Internal customer (Event
coordinator)
Role title Event coordinator
Department Events
role is being
assessed?
Other parties Student playing the role of a Catering In charge and Chef
involved in role

involved are being
assessed during
role?
Purpose of role The learner is required to play the role of an internal customer (event
coordinator) where he/she has a problem related to shortage of food
for a conference of 150 people. The event coordinator along with the
catering in charge is required to come up with a solution for the same.
Role play script • The event coordinator is faced with an issue of shortage of food
for a conference held at Mayfell Hotel for 150 people.
• The event coordinator is required to communicate this to the
catering in charge and explain the situation.
• The event coordinator is required to provide all the information
while stating that the number of people were notified.
• The event coordinator is stressed out as the deadlind is
approaching for lunch but still tries to remain calm to come up
with a solution as soon as possible.
• The event coordinator needs the catering in charge to come up
with a solution while liaising with the chef.
• Once the problem is rectified, a feedback must be provided to
the catering in charge.
information • Ask relevant questions to the catering in charge.
• Each session will consist of a catering in charge(played by the
student), and an event coordinator(assessor/other student), and
a chef(assessor/other student)
• Know your position as an event coordinator
• Be prepared
• Answer all questions and provide all information to the catering in
charge.

Page: 90 of 92
• Make sure that by the end of the session, a reasonable solution is
provided by the catering in charge and the chef.
• Remember, you will be required to play the part of a catering in
charge, a chef and role-play as an event coordinator (during
another student’s assessment), so be sure to perform at your best
at all times. This means you must participate in the session, and
ask questions if you feel they are required (for clarification as
needed)
Key outcome
expected from • The learner greets the internal customer appropriately.
role-play • The learner recognises the internal customer’s problem.
• The learner offers solutions to rectify the problem or refers service
issues to a higher-level staff member.
• The learner seeks feedback from the internal customer.

Page: 91 of 92

Page: 92 of 92
Student End of Unit Feedback Form
The purpose of this evaluation is to obtain your feedback on the content, delivery and assessments of the unit of
competency provided by Technical Institute of Victoria (TIV). Your response will be treated in strict confidence and
will assist us to review and improve our delivery.
Student Name (Optional)
Qualification Enrolled
Unit Code and Name
DIRECTIONS: Along each scale given below, please tick the box that matches most closely with your opinion as
indicated below:
All completely Mostly new but with Mostly refreshing ideas All refreshing ideas
new information some familiar ideas with some new ideas
How would you rate
the content of the
Unit?
Useful Somewhat Not useful

useful
How useful were the practical/class activities in helping you learn new
information or refreshing ideas you had previously learned?
How useful were the practical/ class activities in understanding of the Unit?
Very well Fairly Well Not Well
How well did your Trainer explain the concepts covered in the Unit?
Strongly Disagree Not Agree Strongly

Disagree sure agree
1 2 3 4 5
I received the assessment information prior to the date
Unit Competency standards were available or explained
The Assessor covered all WHS/OHS issues (if applicable)
Instructions were clear and easy to understand
I knew exactly what was expected from me
The Assessment procedure was explained
The Assessor used appropriate language
I was encouraged to participate
The Trainer / Assessor was professional with Industry experience
Definitely Somewhat Easy Somewhat Definitely

Easy Easy NOT Easy NOT Easy
How would you rate the degree of easiness of the
assessments?
FURTHER COMMENTS: If you have additional comments, please use the space below.
Student End of Unit Feedback Form Page: 1 of 1

Spice Telecom Australia Pty Ltd ABN 63 121 460 704 Version August 2019
RTO 21994: CRICOS 02924F Trading as Technical Institute Of Victoria Uncontrolled version when printed

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What is the purpose of this student guide?

What is the purpose of this student guide?

What are the two parts contained in the assessment booklet?

What are the two parts contained in the assessment booklet?

SIT50416

Diploma of Hospitality Management

SITXCCS007 Student Guide Version: 2.1 Date Created: July 2017

SITXCCS007 Student Guide Version: 2.1 Date Created: July 2017

Student Signature: Date:

ASSESSMENT RECEIVED BY TIV Staff

================================= Tear Here ===========================

Students must retain this as a Record of Submission.

Unit Code & Description: SITXCCS007- Enhance customer service experiences.

TIV Staff Name: Student ID:

Signature: Student Signature:

SITXCCS007 Student Guide Version: 2.1 Date Created: July 2017

SITXCCS007 Student Guide Version: 2.1 Date Created: July 2017

The assessment booklet contains two (2) parts:

• Application of the unit of competency

SITXCCS007 Student Guide Version: 2.1 Date Created: July 2017

SITXCCS007 Student Guide Version: 2.1 Date Created: July 2017

SITXCCS007 Student Guide Version: 2.1 Date Created: July 2017

SITXCCS007 Student Guide Version: 2.1 Date Created: July 2017

• identify customer requirements and provide professional and personalised customer

SITXCCS007 Student Guide Version: 2.1 Date Created: July 2017

Demonstrated knowledge required to complete the tasks outlined in elements and

• principles and benefits of enhanced customer service experiences and positive

Context and conditions for assessments:

- Computers with access to internet and printers

SITXCCS007 Student Guide Version: 2.1 Date Created: July 2017

Assessment Assessment description Due date Location of

Assessment This is role play in response to given scenarios in Needs to be

SITXCCS007 Student Guide Version: 2.1 Date Created: July 2017

Outline of evidence to be collected:

Assessment Task 1 ➢ Completed knowledge test with questions answered and

Assessment Task 3 ➢ Answer all questions correctly related to scenarios.

Participate in series of role plays (5 role plays) and complete following

Administration, recording and reporting requirements:

The assessments are intended to be equitable, fair and flexible.

Recording an assessment result:

Retaining assessment records:

For unit of competency:

SITXCCS007 Student Guide Version: 2.1 Date Created: July 2017

Student access to records:

Reasonable adjustments and special learning needs:

SITXCCS007 Student Guide Version: 2.1 Date Created: July 2017

a. Be discussed, agreed and documented in the assessment record

Reasonable adjustment may consist of:

Complaints and appeals:

Plagiarism, cheating and assessment dishonesty:

SITXCCS007 Student Guide Version: 2.1 Date Created: July 2017

I .............................................................................. (Student Name) have read and understand the

Student signature: ............................................................... Date: ....../....../.......

SITXCCS007 Student Guide Version: 2.1 Date Created: July 2017

SITXCCS007 Student Guide Version: 2.1 Date Created: July 2017

SITXCCS007 Student Guide Version: 2.1 Date Created: July 2017

SITXCCS007 Student Guide Version: 2.1 Date Created: July 2017

SITXCCS007 Student Guide Version: 2.1 Date Created: July 2017

Required documents and equipment: