Assessment-2

SITXCCS007 ENHANCE CUSTOMER SERVICE EXPERIENCES

SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES
SITXCOM005 MANAGE CONFLICT

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 General Information for this assessment:

 Read the instructions for each question very carefully.

 Be sure to PRINT your FIRST name & LAST name in every place that is provided.
 Short questions must be answered in the spaces provided.
 For those activities requesting extra evidence such as: research reports, essay reports, etc. The student must attach
its own work formatted in double space, Arial 12 pts.
 All activities must be addressed correctly in order to obtain a competence for the unit of competency.
 If the student doesn’t understand the assessment, they can request help from the assessor to interpret the
assessment.
 Re-submission of assessment after the term will incur additional fees.

Re-assessment of Result & Academic Appeal procedures:

If a student is not happy with his/ her results, that student may appeal against their grade via a written letter, clearly stating the
grounds of appeal to the Chief Executive Officer. This should be submitted after completion of the subject and within fourteen
days of commencement of the new term.

Re-assessment Process:
 An appeal in writing is made to the Academic Manager providing reasons for re-assessment /appeal.
 Academic Manager will delegate another faculty member to review the assessment.
 The student will be advised of the review result done by another assessor.
 If the student is still not satisfied and further challenges the decision, then a review panel is formed comprising the
lecturer/trainer in charge and the Academic Manager OR if need be an external assessor.
 The Institute will advise the student within 14 days from the submission date of the appeal. The decision of the panel
will be deemed to be final.
 If the student is still not satisfied with the result, the he / she has the right to seek independent advice or follow external
mediation option with nominated mediation agency.
 Any student who fails a compulsory subject or appeals unsuccessfully will be required to re-enrol in that subject.

The cost of reassessment will be borne by the Institute. The external assessor will base his/her judgement based on principles
of assessment. These principles require assessment to be reliable, fair, practical and valid.

Academic Appeals:
 If you are dissatisfied with the outcome of the re-evaluation process, you have a right to appeal through academic
appeals handling protocol.
 To appeal a decision, the person is required to complete the WSC- Request for Appeal of a Decision form with all
other supporting documents, if any. This form is available via our website. The completed Request for Appeal form is
to be submitted to the Student Support Officer either in hard copy or electronically via the following contact details:
Student Support Officer, Western Sydney College (WSC), 55 High St, Parramatta NSW 2150, Email:
[email protected]
 The notice of appeal should be in writing addressed to the Chief Executive Officer and submitted within seven days of
notification of the outcome of the re-evaluation process.
 If the appeal is not lodged in the specified time, the result will stand and you must re-enrol in the unit.
 In emergency circumstances, such as in cases of serious illness or injury, you must forward a medical certificate in
support of a deferred appeal. The notice of appeal must be made within three working days of the concluding date
shown on the medical certificate.
 The decision of Chief Executive Officer will be final.
 Student would then have the right to pursue the claim through an independent external body as detailed in the
students’ complaint / grievance policy.

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Comments/Feedback to Students

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International College of Australia Pty Ltd T/A Western Sydney College
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 Assessment Task 2: Project

TASK SUMMARY
For this task you are required to complete a template to demonstrate the knowledge required for this topic in
relation to the hospitality industry and your workplace.

RESOURCES AND EQUIPMENT REQUIRED TO COMPLETE THIS TASK

 Access to textbooks and other learning materials.
 A computer with Internet access and Microsoft Word or similar software.

WHEN AND WHERE SHOULD THE TASK BE COMPLETED?

 This task may be done in your own time as homework or you may be given time to do this task in class
(where applicable).
 Your assessor will provide you with the due date for this assessment.

WHAT NEEDS TO BE SUBMITTED?

 Completed template with all parts filled in.
 Customer service standards of your workplace.

INSTRUCTIONS
This task requires you to answer questions related to where you work, have worked or have a work placement
in a hospitality service environment, by filling in the template provided. Some questions are general industry
related questions and some will be specific to your workplace. Copy this template into another Microsoft Word
(or similar) document and adjust the rows as necessary. Ensure you complete all parts of the template.
You may need to find out additional information from your supervisor, colleagues or from the staff intranet.
Ensure you have access to customer service policies and procedures and codes of practice that are industry
relevant from your workplace in order to answer specific questions. You will not be asked to include copies of
these policies and procedures, however you will need to reference them in your answers.
Policies, procedures and codes of practice need to include:
 Customer service standards
 Designated response times
 Presentation standards
 Customer surveys and feedback collection
 Recording and reporting customer feedback.

1. What main products and/or services does the industry in which this business operates provide?

The hospitality sector covers housing, food and drink, event organizing, theme parks, travel
and tourism as a wide category in the service industries. Hotels, travel organizations,
restaurants and pubs are all included.

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International College of Australia Pty Ltd T/A Western Sydney College
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2. What are some of the professional service standards and protocols that are followed by the personnel in
this industry? Print a copy of the service standards of your particular business and attach with this
assessment task. Discuss how service standards are generally made available to customers in this
industry.

 In all respects, customer service.

 Professionalism and employee knowledge.
 Effectiveness of service, welfare of guests.
 Accommodation and personal attitudes.
 Personnel appearance, language use, communication. Communication.
 Personnel ways and kindness.
 Sales and skills possibilities.
3. Discuss the attitudes and attributes that are expected of employees in this industry.

o The ability to communicate. Employers realize and actively seek for this quality in new
workers, the significance of excellent communication.
o Honesty. Honesty is an important attribute that businesses seek in their employees.
o Loyalty.
o Dependability.
o Teamwork.
o Flexibility.
o Self-reliance.
o Learning eagerly.
4. Discuss some of the different customer service needs and expectations you have come across.

o Functionality. To address their problem or wishes, customers require your product or

service to perform as they want.
o Price. Customers can buy a product or a service with unique budgets.
o Convenience.
o Experience.
o Design.
o Reliability.
o Performance.
o Efficiency.
5. What customer loyalty programs are used in this industry? Describe how these loyalty programs work.

For all kinds of companies, there are many different sorts of loyalty marketing programs. However,
three major categories are particularly attractive to entertainment companies. The Simple Point
System, Punch Cards and Partnerships included.
The program aims to attract clients, particularly business travelers or other regular hotel guests, by
granting discounts or advantages, such as updates, to support that specific brand or group of
hotels over others. In general, a hotel loyalty program can be entered free of charge and may
have several tiers.
6. Discuss how customer databases are used in this industry and some of their essential features.

The client database holds data such as personal information, shopping patterns, last
interactions with the company, contact information and so forth. Such databases assist
companies to learn how people purchase things and choose pricing.
In general, a Consumer Database is employed by organizations with buyers repeating the sale
of different items to the same customer, regular updates or repeated services.

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International College of Australia Pty Ltd T/A Western Sydney College
RTO: 45360 | CRICOS: 03690M
 The client database holds data such as personal information, shopping patterns, last
interactions with the company, contact information and so forth. Such databases assist
companies to learn how people purchase things and choose pricing.

7. Discuss the designated response times for providing service and resolving complaints at your workplace.

The average time to reply to customer support queries is 12 hours 10 minutes, according to our
own study by 1,000 organizations.
8. Discuss the complaints handling procedure making reference to the customer complaints policy.

Following process can be used-

1 – Hear a plea. Listen. Thanks to the consumer for making the situation known.
2 - Complaint record information.
3 – Get the facts right.
4 – Talk about issue solving possibilities.
5 – Act fast.
6 – Maintain your commitments.
7 – Follow up, follow up.

9. Where are the customer service policies and procedures kept; and how does management ensure that
staff are up-to-date in their knowledge of the policies and procedures?

Customer service standards may be defined and recorded in a handbook on paper, an

electronic file or an intranet organization containing protocols, rules and procedures.
o Monitoring of websites of regulatory agencies. The most apparent strategy to keep up
with regulatory changes is to reach the source directly.
o Follow social media regulators. ...
o Blogs and newsletters subscribe.
o Join associations of business.
o Wait for lectures.
o Implement software for compliance

10. What promotional services are offered at your workplace?

These steps are taken-

o Big Local Event Leverage.
o Charitable organizations and celebrities.
o Holidays.
o Offerings of Loyalty.
o Fixed price offerings and bundling.
o Get them at doors. Get them at doors.
o Down time. - Down time.
o Events for the Community.
11. Discuss the procedures for dealing with the following:
a) Incorrect pricing or quotes
o Connect your target client or client.
o Understand your market. Understand your market.

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International College of Australia Pty Ltd T/A Western Sydney College
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 o Know your numbers. Know your numbers.
o Please spend some time and consider the price.
b) Delays or errors in providing products or services
o Evaluation of the circumstance.
o Request the wants and preferences of the consumer.
o Provide a solution and provide choices as far as feasible.
o Provide the answer.
o Continue with the client.
o Address the company's problem.
c) Misunderstanding of customer requests
 Request permission to talk about the problem.
 Ask questions and hear the replies genuinely.
 Find and rectify the source of the incomprehension.
 Make sure that comprehension is established and the emotions are addressed.
d) Escalated complaints or disputes
o Please, ideally in person, without delay. There's no time like the present when it comes to
customer service.
o Investigate the procedure of their complaints.
o Give them a call. Give them a call.
o Leave an assessment.
o Take into account internal escalation.
o Get the law on your side. Get the law on your side.
e) Other team members or suppliers not providing special requests
Step 1: Recognition of errors in the past.
Step 2: Find the problem's true cause.
Step 3: Identify the remedial steps and apply them.
Step 4: monitor relationships and sustain them.
Step-5 Relations: The basis for success. Relations.

f) Misunderstandings or communication barriers#

 Listen more than you talk to the other person.
 Watch the body language and conduct of the speaker.
 Try to focus on what you are saying.
 Do not disrupt what you heard or reflect back.

g) Unmet expectations of, or problems or faults with a service or product.

 Talk about solutions openly.

 Clear timelines are provided.
 Be honest and truthful.
 Keep positive, however realistic.
 Regular monitoring.
12. Discuss the methods of performing the following and provide an example for each.
a) Negotiating with suppliers on behalf of customers to get reduced rates or extra services for them.
h) Providing a service free of charge.

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International College of Australia Pty Ltd T/A Western Sydney College
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 i) Providing a service at a reduced rate.
j) Providing discount vouchers to attend at a future time.
k) Providing an inexpensive add-on product.
l) Providing a small gift to a customer.
m) Providing special attention during the service period.
n) Providing special customer service delivery on next attendance.

13. How are financial constraints of the organisation and the profitability of the sale taken into consideration
when making the decision to provide customers with free or discounted services? Provide an example of
making a decision about the profitability of providing a service free of charge or at a reduced rate and
include calculations in your answers.

14. Choose a cultural group you have had dealings with before and answer the following questions.
a) What is the cultural group you have chosen and why?
o) Discuss the customary greetings, farewells and conversation of this cultural group.
p) Discuss the body language and body gestures associated with this cultural group.
q) Discuss the formality (or informality) of language associated with this cultural group.
r) Discuss the clothing sometimes worn by this cultural group.
s) What may be some special or additional requests this cultural group may have?

15. What are the roles and responsibilities of the following positions in providing quality customer service?
a) Management
b) Supervisors
c) Operational personnel

16. List three sources where you can find information on current service trends and changes that affect the
service industry.

17. Discuss how following internal and external environmental changes may effect quality customer service
planning:
a) Changes in the competitive environment
b) Economic climate
c) Introduction of new technologies or equipment
d) Management changes and organisational restructures
e) Recruitment practices
f) Trends in customer service preferences

18. What are three reasons a business may choose to join industry schemes and/or align with industry
codes of conduct?

19. Discuss the following methods of formal and informal customer research and feedback:
a) Analysis of the competitive environment and industry trends in customer service

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International College of Australia Pty Ltd T/A Western Sydney College
RTO: 45360 | CRICOS: 03690M
 b) Customer service surveys with structured questions
c) Customer focus groups
d) Feedback from service delivery colleagues over the course of each business day
e) Questioning customers informally
f) Observing customers
t) Regular staff meetings that involve service discussions
u) Staff surveys
v) Internal customer surveys (colleagues/other departments etc)
w) Improvements suggested by customers involved in complaints or disputes
x) Improvements suggested by suppliers
y) Improvements suggested by staff, supervisors and managers

20. A business needs to constantly assess its effectiveness in customer service practices. Explain how the
following can be done:
a) Examine the overall business performance
b) Monitoring the effectiveness of staff in meeting customer service standards
c) Monitoring the effectiveness of policies and procedures in explaining practices

21. How does your workplace review the numbers and natures of:
a) Complaints
z) Disputes
aa) Customer responses

22. Making reference to your workplace’s policies and procedures, briefly discuss the following:
a) Presentation standards for the customer environment and for the customer service personnel
bb) Pricing and service guarantees
cc) Product quality
dd) Refunds and cancellations
ee) Customer service training
ff) Technical training (systems and technology)

What do I need to hand in for this task? Have I completed this?

Your completed template 

Customer service standards 

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International College of Australia Pty Ltd T/A Western Sydney College
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ASSESSMENT TASK 2: PROJECT
Yes No Comments

Did the student answer all the questions in the template

correctly/satisfactorily?
Please see the Marking Guide for assistance with marking.
(Please note which questions were answered incorrectly, if
applicable.)

If ‘no’ to the above, did you identify gaps in the student’s

understanding and knowledge?

If ‘yes’ to the above, what arrangements have been made for

reassessment?

Please add any feedback to the student about this task on the Assessment Cover Sheet. Keep a copy of the completed
Assessment Task Cover Sheet.

Please note any reasonable adjustments made for this task below.

Assessment Task 2
Outcome: Satisfactory  Not Satisfactory  Date:

Trainer/assessor Trainer/assessor
name: signature:

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International College of Australia Pty Ltd T/A Western Sydney College
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