Student Assessment
SITXCCS008
Develop and manage quality customer service practices
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Contents
Student Instructions 4
Scenario 5
Student Instructions
In order to be assessed as Competent (C) in this unit, you need to provide evidence which demonstrates that you can perform the required competencies to the required standard. Competency depends on consistently demonstrating the skills, attitude and knowledge that enables you to complete workplace tasks confidently in a variety of situations.
This unit describes the performance outcomes, skills and knowledge required to develop, monitor and adjust customer service practices. It requires the ability to consult with colleagues and customers, develop policies and procedures for quality service provision, and manage the delivery of customer service.
To attain competence in the unit ‘Develop and manage quality customer service practices’ you must:
· Successfully complete the Theory Assessment (via the exam portal)
· Successfully complete the Case Study/Practical Demonstration (Trainer to observe)
Scenario
You have been hired by a small startup company “Happy Feet Walking Tours” who need your assistance with a development of some organisational policies and procedures.
Happy Feet is a dynamic travel company providing walking tours around Melbourne. Its team of experts shows domestic and overseas clients interesting places and hidden gems of Melbourne CBD. They are proud of their excellent customer service and expert knowledge.
Organisational chart
They have the website and booking system ready to go. However, they need to develop their policies and procedures in the following areas:
· Complaints
· Refund and cancellation
· Privacy
Those policies will be published on the website and accessed when needed by staff or clients.
General instructions for students
Some of the tasks require practical demonstration of your skills and abilities (role-plays). Your traine
assessor will observe you during the practical demonstration and will complete an observation checklist for each practical activity, which will form part of evidence will form part of evidence gathered for this unit of competency.
The practical demonstration will take place either in the classroom environment or via an online teleconference on a date scheduled and allocated to you by your trainer. All tasks related to practical demonstration are to be completed at the same time during the same teleconference session, or on one ocasssion if ca
ied out in the classroom environment. Practical demonstration will take approximately 10-15 minutes.
Task 1: Develop a Complaints Policy and Procedure
Your task is to develop organisational Complaints Policy and Procedure. This document must outline the purpose of the policy and steps how the complaints are to be handled. For your answer, use the textbox below the following instructions.
There are two types of complaints that need to be documented:
· Internal – a member of staff making a complaint
· External – customer or contractor making a complaint
In the Complaints Policy and Procedure document at least the following information and instructions:
· The purpose of the policy
· The scope of the policy (who it relates to, i.e. internal customer or external)
· How the complaint can be made, e.g. via web or by submitting a printed form (in this case, provide the template for the complaint)
· How the complaint will be handled
· Who is responsible for dealing with the complaint and for making the decision
· Timeframe for the acknowledgment of the complaint
· Timeframe for solving the complaint, or proposing solution to the complaint
· Future steps that can be undertaken by the complainant to escalate the complaint if a resolution cannot be reached (both internal, and external)
· A template letter for response (this must include a process and instruction on how to escalate the complaint if no satisfactory outcome is reached)
· Examples of complaints with recommended actions or suggested outcomes
After your organisational Complaints Policy and Procedure has been prepared, you will be required to communicate this policy to staff represented by your trainer. This part relates to the practical demonstration of your skills and abilities. You will be required to:
· Communicate the policy, procedure and expectations to staff
· Provide opportunities for staff to provide feedback
· Explain how staff will be able to access this policy
Write your Complaints Policy and Procedure here:
Task 2: Develop a Refund and Cancellation Policy and Procedure
Your task is to develop organisational Refund and Cancellation Policy and Procedure. This document must outline the purpose of the policy and steps how the refunds and cancellations are to be handled. For your answer, use the textbox below the following instructions.
There are two types of cancellations that need to be documented:
· Booking cancelled by the company
· Booking cancelled by a custome
In the Complaints Policy and Procedure document at least the following information and instructions:
· The purpose of the policy
· The scope of the policy (who it relates to, i.e. cancellation by the customer, or a company)
· How the refund applications can be made, e.g. via web or by submitting a printed form (in this case, provide the template for the refund application)
· How the refund applications will be handled
· Who is responsible for dealing with the refund applications and for making the decision
· Timeframe for the acknowledgment of the refund application
· Timeframe for providing the refund
· Details on what or how much (in %) is going to be refunded and under what circumstances
· Future steps that can be undertaken by the person applying for refund to escalate the matter if refund has been refused
· A template letter for response (this must include a process and instruction on how to escalate the refund application if refund has been refused)
· Examples of different cancellations with suggested refund examples and calculations
After your organisational Refund and Cancellation Policy and Procedure has been prepared, you will be required to communicate this policy to staff represented by your trainer. This part relates to the practical demonstration of your skills and abilities. You will be required to:
· Communicate the policy, procedure and expectations to staff
· Provide opportunities for staff to provide feedback
· Explain how staff will be able to access this policy
Write your Refund and Cancellation Policy and Procedure here:
Task 3: Develop a Privacy Policy and Procedure
Your task is to develop organisational Privacy Policy and Procedure. This document must outline the purpose of the policy and steps how to handle and protect the client’s personal details that are collected during the booking process. For your answer, use the textbox below the following instructions.
In the Privacy Policy and Procedure document at least the following information and instructions:
· The purpose of the policy
· The scope of the policy (who it relates to)
· How the requests to access the client’s personal data will be made, e.g. via web or by submitting a printed form (in this case, provide the template for the request)
· How the client’s personal data will be kept and protected
· How the requests to access the personal data will be handled
· Who can make such a request to access this information (Victoria Police, AFP etc.)
· Who is responsible for dealing with the requests to access the personal data and for making the decision on the final approval to release the personal data
· Timeframe for the acknowledgment of the requests to access the personal data
· Timeframe for providing the personal data if the access is granted
· Form or template that can be used to sign off the release of the data
After your organisational Privacy Policy and Procedure has been prepared, you will be required to communicate this policy to staff represented by your trainer. This part relates to the practical demonstration of your skills and abilities. You will be required to:
· Communicate the policy, procedure and expectations to staff
· Provide opportunities for staff to provide feedback
· Explain how staff will be able to access this policy
Write your Privacy Policy and Procedure here:
Task 4: Implement the Complaints Policy and Procedure
After you have developed and communicated your policies and procedures to relevant staff, it is time to put start implementing your policies and procedures and put them to a test.
You have received the following complaint:
To whom it may concern
My name is Anne Belle, and I was a former employee of Happy Feet walking tours company for 4 years as a tour guide. My contract was full-time.
Unfortunately, my contract was suddenly terminated last year. The reason given to me was a “company restructure” and I was told I was no longer needed. But I believe the reason was different. Early this year I became pregnant. I was a bit struggling to walk long distances to conduct the tours. So I was allocated shorter routes and less demanding for physical movement. However, as my pregnancy advanced I was really unable to walk any more than 10 minutes without lengthy rests. So I requested my supervisor to provide me with alternative job until I can do the tours again (after the birth). He said “I will see what can I do for you”. However I overheard him the following day talking to my colleague something along the lines that “she became very lazy and is huge as a whale… I need to get rid of her”.
I have found this very outrageous and totally unacceptable! Not that I feel deeply offended but it is also against the law in Australia! That is all I get for my 4 years working for this company?
I was furious and I have lodged complaint with my solicitor. He advised me to lodge a formal complaint WITH you before we take this case further to ombudsman and courts.
So here it is. Take this letter as a written complaint against the unfair decision of terminating my contract and most importantly the rude comments made by the company’s representative towards me.
Regards
Anne Belle
Apply the Complaint Policy and Procedure that you have designed in Task 1 to deal with this complaint and respond to the complainant. Please note, you are not seeking the resolution to the complaint in this task. You are just responding to the complaint while applying the policy and procedure that you have designed.
What to submit to your trainer:
· A