Australian Harbour International College XXXXXXXXXXRTO ID: 41338 CRICOS Provider Code: 03449J ABN: XXXXXXXXXX T: XXXXXXXXXX E: ...

Australian Ha
our International College
RTO ID: 41338 CRICOS Provider Code: 03449J
ABN: 74 603 036 102
T: 02 9268 0085
E: [email protected]
W: www.ahic.edu.au
A: Level 4, 114-120 Castlereagh Street
Sydney NSW 2000 Australia
    
Qualification Code/Title
    
SIT40521 Certificate IV in Kitchen Management
    Assessment Type
    
Assessment -01 (Knowledge Questions)
Assessment- 02 (Project Portfolio)
    Time allowed
    
    Due Date
    
    Location
    AHIC
    Term / Yea
    

    Unit of Competency
    
National Code/Title
    SITXCCS015 Enhance customer service experiences
    Student Details
    Student Name
    
    Student ID
    
    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 Details
    Assessor’s Name
    
    Assessment 1 Result (Please Circle)
    SATISFACTORY
    NOT SATISFACTORY
    Assessment 2 Result (Please Circle)
    SATISFACTORY
    NOT SATISFACTORY
    Assessment 3 Result (Please Circle)
    SATISFACTORY
    NOT SATISFACTORY
    Assessment 4 Result (Please Circle)
    SATISFACTORY
    NOT SATISFACTORY
    Feedback to student:
    
    Student Declaration: I declare that I have been
assessed in this unit, and I have been advised of my
esult. I am also aware of my appeal rights.
    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    
    
    Signature    
    
    Date    
    
    Date    
    
    
SITXCCS015
Contents
Introduction    4
Assessment for this unit    4
Assessment Task 1: Knowledge questions    5
Information for students    5
Questions    6
Assessment Task 1: Checklist    13
Assessment Task 2: Customer service project    15
Information for students    15
Activities    16
Assessment Task 2: Checklist    23
Assessment Task 3: Customer complaints resolution project    25
Information for students    25
Activities    26
Assessment Task 3: Checklist    30
Assessment Task 4: Customer service report    34
Information for students    34
Activities    35
Assessment Task 4: Checklist    38
Final results record    39
Introduction
Welcome to the Student Assessment Tasks for SITXCCS015 Enhance customer service experiences. 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 four assessment tasks:
Assessment Task 1: Knowledge questions – You must answer all questions co
ectly.
Assessment Task 2: Customer service project – You must prepare for and participate in role-plays with two internal and two external customers to find out about their needs, and provide information on services available, as well as provide services to the customers.
Assessment Task 3: Complaints resolution project – You are required to handle a complaint from a customer and respond to the customer.
Assessment Task 4: Customer service report – You are required to seek and record feedback from the customers and review the organisation’s Feedback Register, as well as develop a report recommending ways to improve service delivery for Blue Healer Resort and Spa.
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 three strategies for enhancing a customer’s service experience.
Empathy and active listening
Prompt and efficient service
Create a clear customer experience vision
List three benefits of enhanced customer service experiences.
Increase in
and loyalty
Improved customer satisfaction
Increased sales and revenues
List three principles of positive communication.
Communicating with empathy
Clear and open communication
Treating others with respect
List three benefits of positive communication.
Helps handle conflicts bette
Increases self-awareness
Builds trust and Conflict resolution
Explain three techniques that can be used when providing services to customers to anticipate their preferences, needs and expectations.
Customer surveys: Organisations can gather feedback from customers through surveys to understand their preferences and expectations
Data analysis: Companies can analyze customer data to identify trends and patterns that can inform their service offerings.
Social listening: Companies can monitor social media to identify customer feedback and sentiment,
Explain two conflict resolution techniques that can be used when providing customer service.
a. Active listening: Active listening involves fully focusing on what the other person is saying, asking questions to clarify their position, and acknowledging their perspective.
. Collaboration: Collaboration involves working together to find a mutually acceptable solution to the conflict.
Explain how feedback from staff and customers can be used to enhance customer service.
Feedbacks from the staff and customer can be used to enhance customer services. First it can identify the areas for improvements. For example, feedback can highlights areas where customer service can be improved, such as communication, product quality, or wait times. On the other hand, feedback can help companies track their performance and identify trends or patterns. Finally, it helps in developing new service offerings. For case, feedback can inform the development of new service offerings that better meet the needs and preferences of customers
List and describe five extras and add-ons that can be used to enhance a customer’s experience. Provide examples to explain your answer.
a. Complimentary items: Providing complimentary items, such as snacks or drinks, can enhance the customer experience.
. Personalized services: Offering personalized services, such as a personal shopping assistant or tailored recommendations, can make customers feel valued.
c. Upgrades: Providing free upgrades or enhancements, such as a room upgrade or a free trial of a premium service, can surprise and delight customers.
d. Loyalty rewards: Providing loyalty rewards, such as points or discounts, can incentivize customers to remain loyal to the
and.
e. Concierge services: Offering concierge services, such as restaurant reservations or transportation a
angements, can provide a convenient and seamless experience for customers.
Thinking about the qualification you are studying and the industry sector that you would like to work in, answer each of the following questions:
a. Describe at least three professional service standards and protocols for staff.
· Clear and consistent communication with customers.
· A thorough understanding of the products or services offered.
· A positive attitude and the ability to remain calm and professional in difficult situations    
. Describe at least three attitudes and attributes that you will you require to work with customers in the industry sector you have chosen.
· Empathy and understanding towards customer needs and concerns.
· Flexibility and the ability to adapt to changing situations.
· Problem-solving skills to address any customer issues or complaints
c. Describe at least three key customer service needs and expectations in the industry.
· Fast and efficient service.
· Personalized attention and a focus on the customer experience.
· Consistent quality and reliability of products or services
d. Describe two types of customer loyalty programs that exist.
· Point systems where customers earn points for purchases and can redeem them for rewards.
· Tiered programs where customers are assigned to different levels of loyalty based on their spending and receive different benefits at each level
e. Describe how customer databases are used in this industry. List three essential features that the database should include.
Customer databases are used in many industries to store customer information and track their interactions with a company.
· Contact information for each customer.
· A history of their purchases and interactions with the company.
· Preferences and interests to help personalize the customer experience
Choose a company you are familiar with and/or would be interested in working for. Answer each of the following questions.
a. What does the company says its response time is for providing services and resolving complaints. How does this compare to other companies?
Walmart's official response time for resolving complaints varies depending on the nature and severity of the issue. However, the company generally aims to respond to customer complaints and inquiries within 24 hours. Walmart also offers various channels for customers to reach out, including email, phone, and live chat support. In terms of response time compared to other companies, it is difficult to make a direct comparison as different companies may have different policies and resources for customer service. However, Walmart has invested heavily in its customer service infrastructure in recent years and has been recognized for its efforts in improving the customer experience. According to a 2021 ranking by Newsweek, Walmart was ranked #13 out of 200 companies for customer service in the United States.
. Describe key features of its customer service policies and procedures.
· A focus on delivering exceptional customer experiences.
· Clear communication with customers about the products or services offered.
· Timely and efficient handling of customer issues or complaints
c. Summarise its complaint handling policies and procedures.
· A process for customers to submit complaints or feedback.
· Clear guidelines for handling and resolving customer issues.
· A commitment to addressing customer concerns in a timely and effective manne
d. Outline three promotional services offered by the company.
· Discounts or special offers for new or repeat customers.
· Loyalty programs to reward customer loyalty.
· Free trials or samples to entice customers to try the company's products or services.
Explain the best practice process that a company should follow for responding to the following common customer complaints:
a. inco
ect pricing or quotes
Acknowledge the customer's concern and apologize for any confusion
. delays or e
ors in providing products or services
Communicate with the customer about the delay or e
or and apologize for any inconvenience caused
c. misunderstanding of customer requests
Listen carefully to the customer's concerns and clarify any misunderstandings
d. escalated complaints or disputes
Remain calm and professional when dealing with escalated complaints or disputes
e. other team members or suppliers not providing special requests
Take ownership of the issue and communicate clearly with the customer about the situation
f. misunderstandings or communication ba
iers
Take the time to listen carefully to the customer's concerns and ask clarifying questions if needed.
g. unmet expectations of, or problems or faults with, a service or product.
Listening to customer
Apologize for the problem
Explain how the following methods can help to compensate dissatisfied customers.
    Method
    How it can help compensate dissatisfied customers
    Negotiating with suppliers on customer behalf to gain reduced rates or extra services
    The organisation can offer additional tangible benefits to the customer
    Providing some or all services free of charge or at a reduced rate.
    By offering some or all services free of charge or at a reduced rate, the company can show that it values the customer's business and is willing to make amends for any shortcomings in the service or product provided.
    Providing discount vouchers to attend at a future time or inexpensive add-on products such as small gifts.
     The company can help to rebuild the customer's trust and demonstrate its commitment to providing a positive experience.
    Special attention during the service period and special customer service delivery on next attendance
     This approach can help to rebuild the customer's confidence in the company and may even turn a dissatisfied customer into a loyal advocate.
Explain why it is important to consider each of the following factors when determining compensation of dissatisfied customers:
    a. Legal and regulatory requirements in relation to consumer law
    Organizations should comply with applicable laws and regulations in relation to consumer law. Therefore, organizations need to ensure that they provide compensation within the legal boundaries and in compliance with the relevant regulations. Otherwise, they may face legal issues which may damage organisational reputation.
    b. Can the organisation actually provide the compensation?
    Organizations need to evaluate their financial resources and determine what kind of compensation they can realistically provide
    c. Do you have the authority to resolve the complaint?
    The authority to resolve the complaint is important to consider because not all employees may have the power to provide compensation to dissatisfied customers
    d. Policies and procedures
    Policies and procedures are important to consider when determining compensation of dissatisfied customers because they provide a framework for handling complaints and resolving issues
Different cultural groups have different needs and expectations around customer service. Describe the importance of considering the cultural needs of your customers in relation to the following:
a. modes of greeting, farewelling and conversation
Different cultures have different norms for how to greet and say goodbye to others, as well as how to engage in conversation. It is important for customer service staff to be aware of these differences and adjust their approach accordingly to ensure that customers feel respected and valued. For example, in some cultures, it is common to exchange lengthy pleasantries before getting down to business, while in others, a more direct approach may be prefe
ed
. body language and body gestures
Nonve
al communication, including body language and gestures, can vary greatly across different cultures. What is considered appropriate or respectful in one culture may be offensive or confusing in another. Customer service staff need to be aware of these differences and avoid using body language that could be misinterpreted or misaligned with the customer's cultural norms.
c. formality of language
The level of formality in language can also vary across cultures. Some cultures prefer more formal language, while others are more informal. It is important for customer service staff to be able to recognize and adapt to these differences to avoid any misunderstandings or offense.
d. clothing expectations for customer service staff
In some cultures, certain types of clothing are seen as more professional or appropriate for customer service staff to wear. It is important for customer service staff to be aware of these expectations and dress accordingly to create a positive impression and build trust with the customer. Failing to do so could result in the customer feeling uncomfortable or not taken seriously.
Explain each of the following methods of collecting feedback:
a. Surveys: Surveys are the methods of collecting feedback by asking customers a set of questions related to their experience with a product or service
. Interviews: Interviews involve asking customers open-ended questions about their experience with a product or service
c. structured questioning: Structured questioning involves asking customers a set of pre-determined questions in a structured manne
d. observation of customers: Observation involves observing customers' behavior and actions in a natural setting to gain insights into their experience with a product or service
e. casual discussion: Casual discussions involve having informal conversations with customers about their experience with a product or service
Explain three communication techniques. Including the key features of each.
Active Listening: This technique involves fully focusing on what the other person is saying and demonstrating that you understand their perspective. Key features of active listening include maintaining eye contact, avoiding inte
uptions, and providing feedback to the speaker..
Empathy: This technique involves putting yourself in the customer's shoes and understanding their feelings and concerns. Key features of empathy include acknowledging the customer's emotions, validating their perspective, and showing that you care.
Clear and Concise Language: This technique involves using simple, easy-to-understand language to convey information to the customer. Key features of clear and concise language include avoiding technical jargon, using simple sentence structures, and providing examples to clarify complex concepts.
Explain three types of communication equipment that can be used in customer service.
a. Telephone: This is a common communication equipment used in customer service, where staff can talk to customers over the phone to resolve their queries or issues.
. Live Chat: This is a web-based communication equipment used in customer service, where staff can interact with customers in real-time over a chat window on the company's website.
c. Email: This is a digital communication equipment used in customer service, where staff can respond to customer queries or complaints through email. Email allows for a written record of the communication between the customer and the company.
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
    
    Question 1
    
    
    
    Question 2
    
    
    
    Question 3
    
    
    
    Question 4
    
    
    
    Question 5
    
    
    
    Question 6
    
    
    
    Question 7
    
    
    
    Question 8
    
    
    
    Question 9a
    
    
    
    Question 9
    
    
    
    Question 9c
    
    
    
    Question 9d
    
    
    
    Question 9e
    
    
    
    Question 10a
    
    
    
    Question 10
    
    
    
    Question 10c
    
    
    
    Question 10d
    
    
    
    Question 11a
    
    
    
    Question 11
    
    
    
    Question 11c
    
    
    
    Question 11d
    
    
    
    Question 11e
    
    
    
    Question 11f
    
    
    
    Question 11g
    
    
    
    Question 12
    
    
    
    Question 13a
    
    
    
    Question 13
    
    
    
    Question 13c
    
    
    
    Question 13d
    
    
    
    Question 14a
    
    
    
    Question 14
    
    
    
    Question 14c
    
    
    
    Question 14d
    
    
    
    Question 15a
    
    
    
    Question 15
    
    
    
    Question 15c
    
    
    
    Question 15d
    
    
    
    Question 15e
    
    
    
    Question 16
    
    
    
    Question 17
    
    
    
    Task outcome:
    Satisfactory
    Not satisfactory
    Assessor signature:
    
    Assessor name:
    
    Date:
    
Assessment Task 2: Customer service project
Information for students
    Tasks required for this unit
This unit of competency requires that you:
identify customer requirements and provide professional and personalised customer service experiences to two different internal and two different external customers to meet requirements
    apply effective communication techniques with the above internal and external customers, including at least one with special needs
    provide above service to above customers in line with organisational customer service standards and within designated organisational response times.
    Instructions for how you will complete these requirements are included below.
Activities
Complete the following activities.
Carefully read the following information.
    
    Blue Healer Resort and Spa is made up of five areas: food and beverage, wellness, meeting rooms, accommodation, and administration. Each area has its own full-time manager.
The restaurant is large enough to feed over 100 people three meals each day. There are four full-time kitchen staff, and the rest of the staff are hired on a casual basis to cater for functions and retreats.
There is accommodation for 80 people in twin and double rooms. Su
ounding hotels provide further accommodation when needed.
There are four meeting rooms of various sizes, and these can be opened up to make one large room for functions such as weddings and courses. There is also a service area where computers and printers can be accessed.
The wellness area has two saunas, a steam room, three warm water spas, four massage rooms and four consultation rooms where naturopathic consultations and facial treatments are performed. The spa runs continuously, mostly due to locals and tourists visiting, whether a course is running or not.
Reception includes the front desk and the office where the accounts are done and records kept. It is an open plan office with five staff workstations.
For the purposes of this assessment, you are employed as a Customer Service and Events Manager for the company. One of your roles is to match services offered by the company to client needs.
What do I need to demonstrate?
During your practical assessments you will be required to demonstrate a range of the skills and knowledge that you have developed during your course. These include:
Provide a quality service experience
Determine and confirm customer preferences, needs and expectations.
Advise customers about appropriate products and services to meet their needs.
Anticipate customer preferences, needs and expectations throughout the service experience.
Promptly provide products and services with professional and personalised service to meet individual preferences.
Offer extras and add-ons and provide tailored and additional products and services.
Check actioning of special requests before customer delivery.
Liaise with team members and suppliers to ensure efficient service delivery.
Share customer information with team members to ensure quality service.
Proactively respond to difficult service
Identify problems with products and services and take immediate action to address before provision to customer.
Anticipate delays in product and service provision and regularly update customer on expected outcomes.
Advise customers of alternative products and services.
Proactively compensate for service difficulty in line with own level of responsibility and organisational policy.
Provide ongoing internal feedback on service issues and suggest improvements.
Develop customer relationships
Provide personalised service to customers in a professional manner that builds repeat business.
Provide tailored products and services based on customer profile.
How will I provide evidence?
Your assessor will provide you with templates to complete each task. You will find some detailed information about providing evidence; this will include;
an email to refe
al staff with updated Customer Record Sheet attached
an email to first customer
an email to event meeting staff
a confirmation email to the first custome
a confirmation email to the second customer
follow up emails for the second custome
an email outlining delay to service provision
an email providing internal feedback on service issues.
You will need to complete each activity and submit the required task at the end of each...