attached files

Assessment Details
    Qualification Code/Title
    
    Assessment Type
    Assessment Task 1
    Time allowed
         
    Due Date
         
    Location
         
    Term / Yea
         
    Unit of Competency
    National Code/Title
    SITXCCS016 Develop and manage quality customer service practices
    Student Details
    Student Name
         
    Student ID
    IIE
    Student Declaration: I declare that the work submitted is my own, and has not been copied or plagiarised from any person or source.
    Signature:      
Date:      
    Assessor’s Name
         
    RESULTS (Please Circle)
    ☐SATISFACTORY
    ☐NOT SATISFACTORY
    Feedback to student:
    Assessor Declaration
    *If Student is Not Satisfactory
Reassessment Required ☐ Yes ☐ No
    Assessor Declaration: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback.
Signature:         
Date:          
    Is This Theory Only Task ☐ Yes ☐ No
    
    Have student already completed practical/ Vocational Placement Component? ☐ Yes ☐ No
    
    Instructions to the Candidates
· This assessment is to be completed according to the instructions given below in this document.
· Should you not answer the tasks co
ectly, you will be given feedback on the results and gaps in knowledge. You will be entitled to one (1) resubmit in showing your competence with this unit.
· If you are not sure about any aspect of this assessment, please ask for clarification from your assessor.
· Please refer to the College re-submission and re-sit policy for more information.
· If you have questions and other concerns that may affect your performance in the Assessment, please inform the assessor immediately.
· Please read the Tasks carefully then complete all Tasks.
· To be deemed competent for this unit you must achieve a satisfactory result with tasks of this Assessment along with a satisfactory result for another Assessment.
· This is an Open book assessment which you will do in your own time but complete in the time designated by your assessor. Remember, that it must be your own work and if you use other sources then you must reference these appropriately
· Submitted document must follow the given criteria. Font must be Times New Roman, Font size need to be 12, line spacing has to be Single line and Footer of submitted document must include Student ID, Student Name and Page Number. Document must be printed double sided.
· This is Individual Assessments. Once you have completed the assessment, please provide the Hard copy of the Assessments to your Traine
Assessor.
· Plagiarism is copying someone else’s work and submitting it as your own. Any Plagiarism will result in a mark of Not Satisfactory.
Introduction
Welcome to the Student Assessment Tasks for SITXCCS016 Develop and manage quality customer service practices. These tasks have been designed to help you demonstrate the skills and knowledge that you have learnt during your course.
Please ensure that you read the instructions provided with these tasks carefully. You should also follow the advice provided in the Hospitality Works Student User Guide. The Student User Guide provides important information for you relating to completing assessment successfully.
Assessment for this unit
For you to be assessed as competent, you must successfully complete three assessment tasks:
Assessment Task 1: Knowledge questions – You must answer all questions co
ectly.
Assessment Task 2: Develop customer services policies and procedures – You are required to research the standard of customer service provided at a case study resort. You will then develop customer service policies and procedures and give a training session to staff to improve the quality of the resort’s customer service practices.
Assessment Task 3: Monitor customer service practices – You are required to monitor the affect that your changes to the company’s customer service practices has had on the standard of customer service.
Assessment Task 1: Knowledge questions
Information for students
Knowledge questions are designed to help you demonstrate the knowledge which you have acquired during the learning phase of this unit. Ensure that you:
eview the advice to students regarding answering knowledge questions in the Hospitality Works Student User Guide
comply with the due date for assessment which your assessor will provide
adhere with your RTO’s submission guidelines
answer all questions completely and co
ectly
submit work which is original and, where necessary, properly referenced
submit a completed cover sheet with your work
avoid sharing your answers with other students.
    i
    Assessment information
    Information about how you should complete this assessment can be found in Appendix A of the Hospitality Works Student User Guide. Refer to the appendix for information on:
where this task should be completed
the maximum time allowed for completing this assessment task
whether or not this task is open-book.
Note: You must complete and submit an assessment cover sheet with your work. A template is provided in Appendix B of the Student User Guide. However, if your RTO has provided you with an assessment cover sheet, please ensure that you use that.
Questions
Provide answers to all of the questions below.
List five principles of quality customer service.
Thinking about the qualification you are studying and the industry you would like to work in, answer each of the following questions:
a. Describe at least three examples of professional service standard topics service industry staff may need to comply with.
. Describe at least three industry expectations of attitudes and attributes that staff who work with customers in a service business.
Identify the roles and responsibilities of the listed people in providing quality customer service:
    Classification of Person
    Their role and responsibility in providing quality customer service
    a. Management
    
    b. Supervisors
    
    c. Operational personnel
    
Answer the following questions.
a. List three sources of information on cu
ent service trends in the hospitality industry.
. List three sources of information on changes that affect service delivery in the hospitality industry.
Explain how the following internal and external environmental changes within the hospitality industry might impact planning for quality customer service.
    Change
    Impact on 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
    
Describe the following methods of formal and informal customer research.
    Methods of formal and informal customer research
    Your description
    a. Analysis of competitive environment and industry service trends
    
    b. Customer service surveys
    
    c. Customer focus groups
    
    d. Qualitative research
    
    e. Quantitative research
    
    f. Seeking feedback from service delivery colleagues
    
    g. Questioning customers
    
Identify the elements involved in the following customer service activities.
    Customer service activity
    Elements involved
    a. Developing customer service policies and procedures
    
    b. Implementing customer service policies and procedures
    
    c. Monitoring customer service policies and procedures
    
Identify three ways you might involve staff in the development of customer service practices as part of your quality service provision.
Explain how evaluating staff and customer feedback can be used as a method to help you implement quality service provision.
List and explain four methods of assessing the effectiveness of customer service practices.
    Methods of assessing the effectiveness of customer service practices
    Explanation
    a. Examining overall business performance
    
    b. Monitoring the ongoing effectiveness of staff in complying with performance standards and of protocols in explaining required staff practices
    
    c. Reviewing targeted customer service indicators
    
    d. Reviewing customer satisfaction survey statistics
    
Describe the four methods of obtaining customer feedback about the organisation’s service delivery listed below.
    Methods of obtaining customer feedback about service delivery
    Description
    a. Customer service discussions with employees during the course of each business day
    
    b. Discussions with customers
    
    c. Formal customer interviews.
    
    d. Regular staff meetings that involve service discussions
    
List three types of people who may be surveyed to obtain feedback on customer service delivered by the organisation.
Explain why the following sources of suggestions for improvements to customer service delivery can be useful.
    Sources of suggestions
    Explanation of their usefulness
    a. Customers involved in complaints about the business or who have been in some sort of dispute with the organisation
    
    b. Organisations that supply the business with goods and services
    
    c. Workers within the business
    
    d. Supervisors and managers in the organisation
    
Explain how industry schemes and accreditation schemes improve customer service.
Explain how an organisation or industry Code of Conduct improves customer service identifying three possible inclusions in such a Code.
Explain how the following organisational policies and procedures can assist in ensuring quality customer service.
    Organisational policies and procedures
    Explanation
    a. Acknowledging and greeting customers
    
    b. Complaint and dispute management
    
    c. Authority for different level personnel to resolve complaints, disputes, service issues and customer compensation
    
    d. Loyalty programs
    
    e. Presentation standards for customer environment and customer service personnel
    
    f. Pricing and service guarantees
    
    g. Product quality
    
    h. Refunds and cancellation fees
    
    i. Response times
    
    j. Staff training
    
Describe the obligation on businesses under Australian Consumer Law in relation to nominating and charging cancellation fees.
Explain the obligation on businesses under Australian Consumer Law in relation to providing information to customers on potential price rises.
Identify the legal obligations on businesses to provide a refund to their customers.
Describe the obligations on businesses under Australian Consumer Law regarding supplying goods as described or substituting suitable products when unable to do so.
Identify formats for and generic headings for contents in organisational consumer protection policies and procedures.
Identify generic headings for contents in organisational consumer protection policies and procedures.
Assessment Task 1: Checklist
    Student’s name:
    
    Did the student provide a sufficient and clear answer that addresses the suggested answer for the following?
    Completed successfully?
    Comments
    
    Yes
    No
    
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    Question 19
    
    
    
    Question 20
    
    
    
    Question 21
    
    
    
    Question 22
    
    
    
    Task outcome:
    Satisfactory
    Not satisfactory
    Assessor signature:
    
    Assessor name:
    
    Date:
    
    © International Institute of Education
  RTO:45150 | CRICOS:03838G
      File Name: SITXCCS016 Student Assessment Task 1
    Revised Date: 11/08/2023
    Version: 1.0
    Page:1
    © International Institute of Education
  RTO:45150 | CRICOS:03838G
      File Name SITXCCS016 Student Assessment Task 1
    Revised Date: 11/08/2023
    Version: 1.0
    Page:1