SITXCCS007 Enhance customer service experiences

SITXCCS007 Enhance customer service experiences

Student Assessment Tasks

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Introduction

The assessment tasks for SITXCCS007 Enhance customer service experiences are outlined in the assessment plan below. 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 Gamma Education & Training Student User Guide. The Student User Guide provides important information for you relating to completing assessment successfully

Assessment for this unit

SITXCCS007 Enhance customer service experiences 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. For you to be assessed as competent,
you must successfully complete three assessment tasks

Student assessment agreement

Make sure you read through the assessments in this booklet before you fill out and sign the agreement below.
If there is anything that you are unsure of, consult your assessor prior to signing this agreement.

Have you read the assessment requirements for this unit?

Do you understand the requirements of the assessments for this unit?

Do you agree to the way in which you are being assessed

Do you have any specific needs that should be considered

If so, explain these in the space below.

Do you understand your rights to reassessment?

Do you understand your right to appeal the decisions made in anassessment?

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:

• review the advice to students regarding answering knowledge questions in the Gamma 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 correctly
• 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.

Assessment information

Information about how you should complete this assessment can be found in
Appendix A of the Gamma 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 C of the Student User Guide.
However, if your RTO has provided you with an assessment cover sheet,
please ensure that you use that.

Assessment task 1 instructions

Provide answers to all of the questions below:

Section 1: provide a quality service experience

Q1: a) List five principles of enhanced customer service experience.

b) What common characteristics represent quality service to customers?

Q2: Identify six different customer service needs and expectations that you could determine and anticipate throughout service delivery.

Q3: You work waiting tables in a crowded, busy restaurant. The maître d’ has just informed youthat a regular customer with a sight impairment is on table 4. Explain five ways you wouldlook after this customer.

Q4: 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.

Q5: You work as a tour guide. Your booking sheet says that your next group are fromCambodia and speak very little English. State eight ways you can overcome language barriers when dealing with them..

Q6: Your hotel is hosting a large international conference. You work in the hotel buffet. List eight ways to meet customers’ special dietary needs.

Q7: How would you respond to the following non-verbal signs from customers? a. Slouching

b. Backing away from you

c. Making eye contact with you from a distance

Q8: Are the following questions open, closed or reflective? a. Do you have a loyalty card?

b. What type of holiday are you looking for?

c. You mentioned you’re concerned about how you would get around the resort. Do you have any specific requirements regarding transport?

Q9: Explain five ways to use active listening to develop rapport and facilitate effective two-way communication.

Q10: List six types of external customers

Q11: List four types of internal customers.

Q12: Describe the difference between a product and a service.

Q13: List five ways to develop your knowledge so you can advise customers about products and services which meet their needs.

Q14: You should promptly provide products and services which meet individual preferences.This may require you to prioritise. Identify people you might need to give priority to.

Q15: 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. A. Add-ons

B. Upselling

Q16: List six extras and add-ons you could offer customers

Q17: When should you check the actioning of customer special requests?

Q18: Identify four preferences or requests you could remember in order to give personalised service and a quality service experience to your customers.

Q19: Explain how providing professional service and enhancing customer service generally isbeneficial to you personally and to your organisation.

Q20: State the four types of industry standards you should adhere to.

Q21: Identify six attitudes and attributes the service industry expects of you

Q22: List reasons to liaise and share customer information with your team and manager.

Q23: Describe the kind of customer information you should share with team members to ensure efficient, high-quality service delivery.

Q24: Besides team members and managers, identify others you may need to communicate and liaise with.

Section 2: proactively respond to difficult service situations

Q25: Identify six problems common in the tourism, travel, hospitality and events sector

Q26: What would you do if a supplier rang to tell you a champagne delivery was going to be late and you need the champagne for a wedding function?

Q27: Describe the skills you would use when discussing a service problem with a supplier or team member.

Q28: Briefly explain how you can anticipate delays in product provision..

Q29: State the steps you would take to address a service delay a customer is experiencing

Q30: Explain what you would do if you couldn’t provide a product or service the customer wants.

Q31: List four ways you could proactively compensate customers for any service difficulties experienced.

Q32: You work for a tour company. The tour price for a couple is $300. It costs $75 per person to run the tour. How much profit do you make on a couple who book a tour?

Q33: A couple wants a refund of the entire cost of the tour in Q32 because it rained. Which compensation will still allow you to make a profit? A complete refund 75% refund 50% refund 25% refund

Q34: What are three things you should consider when providing compensation to the customer?

Q35: Give four reasons you should provide ongoing internal feedback

Q36: Identify four kinds of feedback you should communicate

Q37: You should provide internal feedback to avoid future occurrence of problems and customer disappointment. Describe how to do this using the ‘feedback sandwich’ technique.

Section 3: resolve customer complaints

Q38: Identify five ways staff and customer feedback can help enhance customer service delivery.

Q39: A customer is complaining loudly about your poor service. Explain how you would handle this situation.

Q40: Give new colleague three tips on how to use appropriate language when communicating..

Q41: Describe the tone, pitch and volume you should use when speaking to customers. a. Tone

b. Pitch

c. volume

Q42: From the list provided identify which non-verbal communication is appropriate to use in customer service to develop rapport and promote good relationships with customers.

Rows	Answer
Slouching
Smiling
Sighing
Establishing eye contact
Giving customers the body space, they need
Pointing with your index finger
Guiding people with an open hand
Crossing your arms
Patting an Indian child on the head

Q43: Explain why it’s important to apply good questioning techniques when communicating with customers who are complaining?

Q44: List five conflict resolution techniques you can use to establish the facts, prevent escalation and work towards an agreeable solution.

Q45: Describe the guidelines you should follow when taking responsibility for finding solutions to complaints.

Q46: State the eight-step procedure usually used in the complaint-handling process.

Q47: Identify four organisational constraints you should take into account when deciding how to resolve customer complaints.

Q48: List three questions you can ask yourself to assess the impact a solution will have on a customer.

Q49: State four reasons to provide internal feedback on complaints.

Q50: Identify four areas of the workplace where there is commonly room for improvement.

Q51: Describe six communication skills to use when suggesting improvements.

Section 4: develop customer relationships

Q52: List three promotional services you could offer to promote repeat business.

Q53: Identify four types of customer loyalty programs you could use to promote repeat business.

Q54: List ten ways to establish rapport with customers

Q55: Describe the data contained and maintained in customer profiles which you can use to provide personalised, tailored products and services to repeat customers.

Q56: Explain the similarities and differences between manual, computer and linked computer systems used to track customer profiles and data.

Q57: Describe three ways you can develop the technical skills necessary to use computers and databases that manage customer profiles and promotional activities.

Q58: List three methods you can use to collect feedback from customers..

Assessment Task 1 Cover Sheet

Student declarations

To be filled out and submitted with assessment responses

Assessment task 2 scenario

Task summary
You must provide:
• Written answers to Q1-Q13
• You maybe required to verbally explain your answers

Required
• Access to textbooks and other learning materials
• Computer with Microsoft Office and internet access

Timing
• Your assessor will advise you of the due date of these submissions.

Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily answer all of the questions. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence.
Naming electronic documents

It is important that you name the documents that you create for this Assessment Task in a logical
manner.
Each should include:
• Course identification code
• Assessment Task number
• Document title (if appropriate)
• Student name
• Student number
• Date it was created

For example: SITXCCS007 Assessment 2 Presentation Karmjeet Kaur GM – 1969 20/10/22 Alternatively, populate the space below in blue or black pen
Re-submission opportunities

You will be provided feedback on their performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task.

If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date.

You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal.

You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.

Assessment task 2 scenario
You can complete this assessment and demonstrate your competency using your own workplace if you believe your workplace is supportive, sufficiently resourced and uses a similarly sized and complex project or work setting as the provided case study. This must be discussed with and approved by your trainer before you begin to ensure all aspects of the required training can be fulfilled. If you do not have an appropriate workplace, please use the case study scenarios provided:

Task 1: Develop customer profiles
You are the new hotel manager at the GET 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 five.

Q2: What technology will you use to store the customer information in? Be specific and provide an example of such a system.

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.

1. Room service finishes too early. It should go to at least 11 pm.

2 .For these prices we should be offered a porter service.

3. The training equipment in the health club is out of date and there is not enough of it.

4. A meals package should be included with the accommodation.

5. 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.

Q4: List the services you would like to provide for customers?

Q5: What extras or add ons could you introduce at the hotel to enhance the customer experience?

Q6: The GET Hotel is now affiliated with a major local airline. What add ons could the airline offer your customers?

Q7: What extras or add ons can you provide in the hotel's restaurant to improve the customer's experience?

Use the information below to answer the following questions.

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

Q8: What action could you take to ensure you give Barry personalised service? List three.

Q9: How does providing personalised service promote repeat business?

Q10: What positive communication strategies will you use with Barry? Explain how this is beneficial for enhanced customer service?

Q11: What other add ons could you advise Barry of?

Task 3: Customer engagement

Q12: 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..

Q13: You are thinking about creating a loyalty program for the GET Hotel. What type of loyalty program is suitable for the hotel? Explain how it would work

Assessment Task 2 Cover Sheet

Student declaration

To be filled out and submitted with assessment responses

Assessment task 3 Scenario and Role Plays

Scenario.1

You are a receptionist on the front desk of the GET 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.

In this scenario, it is important that you demonstrate actions and steps needed to:

• 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?

Q3: What factors do you need to consider when compensating customers? List three.

Scenario.2

You are the hotel manager at the GET 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 regarding overcharging

In this scenario, it is important that you demonstrate actions and steps needed to:

• Use conflict resolution techniques.
• 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

Q4: If you are unable to handle this situation, who would you report the issue to?

Q5: Why is it important to seek feedback from customers about the delivery of customer service and processes used to resolve problems and issues?

Q6: Should the cause and outcomes of this issue be discussed with hotel reception staff? Why/why not?

Scenario.3.

You work as a receptionist on the front desk of the GET 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.

In this scenario, it is important that you demonstrate actions and steps needed to:

• 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.

Question and answer

Q7: What customer service strategies do you use with internal customers?

Q8: If you are unable to handle this situation, who would you report the issue to?

Q9: Why is it important to seek feedback from internal customers about the delivery of customer service and processes used to resolve problems and issues?

Q10: Should the cause and outcomes of this issue be discussed with the hotel manager or senior manager? Why/why not?

Q11: What action could be taken to prevent this issue from occurring again?

Scenario.4.

You are in charge of the catering for a three-day conference at the GET 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 number of attendees.

The event coordinator is approaching you and it looks like there might be an issue.

In this scenario, it is important that you demonstrate actions and steps needed to:

• 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.

Question and answer

Q12: If this issue was not resolved, what other appropriate action would you take?

Q13: Why is it important to liaise appropriately with team members?

Q14: What actions could employees at GET Hotel take to ensure this situation does not occur again?

Q15. Describe four actions, sentences you would say, or body language prompts you would use to demonstrate to the customer that you understand their concerns and a seeking to resolve them.

Assessment Task 3 Cover Sheet

Student declaration

To be filled out and submitted with assessment responses

ASSESSMENT SUMMARY SHEET

After the assessment, the Assessment Summary Sheet should be signed the Assessor, Student and the Academic Manager. If a Not Competent, has been achieved then strategies to address the gaps in the performance should be have been identified and a time for reassessment organised on the attached resubmission / feedback

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