Student Assessment Tasks
Cover Sheet
Student declaration
To be filled out and submitted with assessment responses
Student name Student ID number Student signature Date
Assessor declaration
Assessor name Assessor signature Date Assessment outcomeSNSDNSResubmissionYN
Feedback
Student result response
Student signature Date
A copy of this page must be supplied to the office and kept in the student’s file with the evidence.
Appendix C – Student assessment agreement
Student assessment agreement
Make sure you read through the assessments in your student assessment 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?¨ Yes¨ NoDo you understand the requirements of the assessments for this unit?¨ Yes¨ NoDo you agree to the way in which you are being assessed¨ Yes¨ NoDo you have any specific needs that should be considered¨ Yes¨ NoIf so, explain these in the space below. Do you understand your rights to reassessment?¨ Yes¨ NoDo you understand your right to appeal the decisions made in an assessment?¨ Yes¨ NoStudent name Student ID number Student signature Date Assessor name Assessor signature Date
Contents
Final results record. 2
Introduction. 6
Assessment for this unit 6
Preparing for assessment 6
Assessment Task 1: Knowledge questions. 8
Information for students. 8
Questions. 9
Assessment Task 1: Checklist 14
Assessment Task 2: Customer service project 17
Information for students. 17
Activities. 18
Assessment Task 2: Checklist 22
Assessment Task 3: Customer complaints resolution project 24
Information for students. 24
Activities. 25
Assessment Task 3: Checklist 27
Assessment Task 4: Customer service report 29
Information for students. 29
Activities. 30
Assessment Task 4: Checklist 32
Final results record. 33
Welcome to the Student Assessment Tasks for SITXCCS007 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.
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 four assessment tasks:
Please read through all of the assessment tasks and related documents carefully before you get started. Ensure that you have everything that you need and seek clarification from your trainer, assessor or workplace supervisor if you have any questions.
Supporting resources: Supporting resources include templates, journals, workbooks and portfolios which can be used to support you in providing evidence of your competence. Your assessor will provide you with these documents before you begin your assessment tasks. For this unit, the supporting resources comprise:
Once you have read through the assessment tasks and are satisfied that you are clear on the requirements and submission dates, complete and sign a Student Assessment Agreement. Your assessor will countersign the agreement and keep it on file. You will find a Student Assessment Agreement in Appendix B of your Hospitality Works Student User Guide or your RTO will provide you with one.
Remember to check your Hospitality Works Student User Guide for information about:
Assessment Task 1: Knowledge questions
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 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 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 informationInformation 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 completedthe maximum time allowed for completing this assessment taskwhether 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.
1. List three principles of enhanced customer service experiences.
Extra or add onHow it can enhance customer service and example
MethodHow it can help compensate dissatisfied customers
Student’s name:Did the student provide a sufficient and clear answer which met the requirements of the assessor marking guide?Completed successfully?CommentsYesNo Question 1 Question 2 Question 3 Question 4 Question 5 Question 6 Question 7 Question 8 a Question 8 b Question 8 c Question 8 d Question 8 e Question 8 f Question 8 g Question 8 h Question 8 i Question 8 j Question 8 k Question 8 l Question 8 m Question 8 n Question 8 o Question 8 p Question 8 q Question 8 r Question 8 s Question 8 t Question 9 a Question 9 b Question 9 c Question 9 d Question 9 e Question 10 a Question 10 b Question 10 c Question 10 d Question 11 a Question 11 b Question 11 c Question 11 d Question 11 e Question 11 f Question 11 g Question 12 a Question 12 b Question 12 c Question 13 a Question 13 b Question 14 a Question 14 b Question 14 c Question 14 d Question 15 a Question 15 b Question 15 c Question 15 d Question 15 e Question 16 Question 17 Task outcome:Assessor signature: Assessor name: Date:
Assessment Task 2: Customer service project
This task requires you to prepare for, and participate in, roleplays with two customers to find out about their needs and provide information on services available. You will then be required to provide the required services to the two customers.
You will need access to:
your learning resources and other information for reference
a telephone (mobile or fixed line: for both the student and assessor)
roleplay customers (the assessor)
your Customer Record Sheet
your Customer Service Policy and Procedures
your List of Services.
Ensure that you:
review the advice to students regarding responding to written tasks 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 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 informationInformation 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 completedhow your assessment should be submitted. 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.
Complete the following activities.
1. Carefully read the following scenario
Aus. Biz Coaching provides a range of business coaching services designed to help clients develop their business vision and achieve desired outcomes. The company has a strong focus on running events for clients and also offers a wide range of business coaching services, including one to one coaching, one off strategy sessions and online group coaching sessions. The company has also recently produced a book aimed at small business owners. The list of services is provided in a separate document. 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. Today you will receive enquiries from two customers:
Read the case study information provided above, as well as the List of Services that Aus Biz Coaching provides to identify the services that may suit each customer. The roleplay will be completed twice, once for two different customers. You will answer the enquiry according to company procedures and then provide information to each customer about the services the business offers that will help the customer with their needs. Your assessor will play the role of each customer and will telephone you. You will also be required to follow up some information that you cannot provide to the customer over the telephone, as well as enter the customer’s details into the customer record sheet provided to you which is part of the company’s procedures. Your assessor will roleplay each customer and advise you of the time and date for the assessment tasks.
Now participate in the two customer roleplays at the date and time specified by your assessor and complete the following activities noting that your assessor will roleplay the customers and each time will call you on yours or the RTO’s telephone. You will need to: Demonstrate effective interpersonal skills including: Ask for the customer’s details (name, company, position, telephone, email) and record them in the customer record sheet. Explain key privacy requirements in relation to the recording of customer details as per the customer service policy and procedure. After the telephone call, record all notes and comments about the phone call on the customer record sheet, including customer priority rating as per the customer service policy and procedure. You will finalise all the details in the customer record sheet Task 3 below.
Use the Customer Record Sheet Template to record these. Save the file as Customer Record Sheet Assessor.
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. Follow up the customer’s requests for information that you were unable to answer by asking the relevant staff to clarify the requested information. Attach your updated Customer Record Sheet to the email
When you have received a reply from the Accounts team, write to the first customer with the offer that has been proposed. You do not have to include an invoice but refer to the invoice in the email’s text and tell the prospective customer what the estimated cost of the services will be. This email should be sent within the guidelines as set out in the Customer Service Policy and Procedures.
When you have received a reply from the Head Business Coach, write to the second customer with their response. You do not have to include an invoice but refer to the invoice in the email’s text and tell the prospective customer what the estimated cost of the services will be. This email should be sent within the guidelines as set out in the Customer Service Policy and Procedures.
Assume that the first customer has responded that they accept the offer given and want to proceed with the provision of products and services as soon as possible. The objective of the email is to ensure that the first customer’s special request will be actioned, ensuring that the services will be delivered efficiently. The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. Assume that the second customer has also responded that they accept the offer given and want to proceed with the provision of products and services as soon as possible. The objective of the email is to ensure that the second customer’s special request will be actioned also.
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. Inform the customer of the problems with the services as set out in the return email from the consultant. Advise the customers about the alternative services that are being offered. Also, suggest a way that the company can compensate the customer for the service difficulty.
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. The objective of the email is to provide internal feedback on service issues and suggest improvements to the system.
Assessment Task 2: Checklist
Student’s name:Did the student:Completed successfully?CommentsYesNo Answer the telephone according to company procedures? Assist customers to determine their preferences, needs and expectations? Provide advice to customers about products and services to meet their needs? During the phone call use effective interpersonal skills? Recognise the need to refer enquiries to others? Correctly record customer details in the customer record sheet? Provide products and services with professional and personalised service that will meet individual preferences? Provide products and services with professional and personalised service that will meet individual preferences? Offer extras/add-ons tailored to the customer’s needs? Respond to potential customers within the guidelines as set out in the Customer Service Policy and Procedures? Check actioning of the customer’s special requests? Liaise with team members to ensure efficient service delivery? Share customer information with team members to ensure that quality service is provided? Identify problems with providing the services and address these before provision to the customer? Anticipate delays in product and service provision and update the customer on expected outcomes? Advise customer of alternative products and services? Proactively compensate for service difficulty in line with own level of responsibility? Provide internal feedback on service issues and suggest improvements? Task outcome:SatisfactoryNot satisfactoryAssessor signature: Assessor name: Date:
Assessment Task 3: Customer complaints resolution project
In this task, you are required to handle complaints from a customer and respond to the customer according to company policies and procedures.
You will need access to:
Ensure that you:
Assessment informationInformation 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: 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.
Complete the following activities.
This assessment task requires you to handle a customer complaint in the role of Customer Service and Events Manager for Aus. Biz Coaching. You will need to thoroughly review the following company documents before you commence this task to ensure you understand and can apply procedures that must be followed and how to respond to customer complaints.
The customer (your assessor) will call you complaining about the workshop he attended being dull and uninteresting. You will need to:
Following the phone call, you are required to action and resolve the complaint as set out in the company’s complaint policy. Use the Complaint Acknowledgement Letter Template to guide your writing of a letter to the customer.
Three days later you are advised that you may not refund the customer’s money, but you can offer them another workshop free of charge and/or they can have a one-off one-on-one session with a consultant. Write a formal letter advising the customer of the outcome of the complaint. Use the Customer Complaint Outcome Letter Template to guide your work. This letter is an opportunity to demonstrate high quality customer service, so write the letter with this as a goal
Include as much detail as you can in the register.
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should introduce and summarise the contents of the attachments. The email text should also give the nature, possible cause, and details of the complaint, as well as the impact that it has had on the customer. It should also endeavour to describe how such a complaint could be avoided in the future. Describe how the solutions offered to the customer could be used as opportunities to demonstrate high quality customer service to them. Attach the following to the email:
Student’s name:Did the student:Completed successfully?CommentsYesNo Use questioning techniques to establish and agree on nature, possible cause, and details of the complaint? Act swiftly to resolve complaints and prevent escalation in consultation with customer? Determine options to resolve complaints and decide on optimal solutions, taking organisational constraints into account? Take responsibility for resolving complaints in a professional manner? Resolve complaints using appropriate communication techniques? Provide internal feedback on customer complaints and feedback? Provide the required follow-up in order to avoid future occurrence of the complaint? Review and evaluate complaints and solutions to enhance the organisation’s response to similar issues in the future? Assess the complaint’s impact on the customer? Turn complaints into opportunities to demonstrate the organisation’s high-quality customer service?
Task outcome:Assessor signature: Assessor name: Date:
Assessment Task 4: Customer service report
This task requires you to seek and record feedback from the two customers you provided services to for Assessment Task 2.
You will also be required to review the organisation’s Feedback Register and, based on your review, develop a report recommending ways to improve service delivery for Aus Biz Coaching.
You will need access to:
Ensure that you:
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: 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.
Complete the following activities.
It is almost three months since both Samiya and Jason finished their courses. Review the Customer Service Policy and Procedures to determine how you should undertake the regular customer satisfaction review. Develop an email that could be sent to customers seeking feedback about their experience with Aus Biz Coaching.
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should seek feedback about Jason’s experience with Aus Biz Coaching. Your assessor will respond to you in the role of Jason.
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should seek feedback about Samiya’s experience with Aus Biz Coaching. Your assessor will respond to you in the role of Samiya.
Enter the information that you receive back from the customers into the feedback register. Include follow up actions required to enhance service delivery in the future. The Feedback Register already includes feedback from customers collected over the first quarter of the financial year.
For this part of the assessment task, you are required to develop a customer services report identifying and recommending ways to improve service delivery based on your evaluation of the company’s feedback register. First of all, review your completed feedback register from activity 1. Then develop a report that includes: Use the Customer Service Report Template to guide your work. Your report must be clearly written and address all of the required content as stated above. When you have finished writing your report, proofread it thoroughly.
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should introduce and summarise the contents of the attachments. Summarise the customer complaints and feedback and describe what follow-up is required to ensure that its reoccurrence can be avoided in the future. Attach your feedback register and customer service report to the email.
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should promote repeat business by offering the services described by the Managing Director.
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should promote repeat business by offering the services described by the Managing Director.
Student’s name:Did the student:Completed successfully?CommentsYesNo Provide internal feedback on customer feedback and required follow up? Promote repeat business by offering promotional services as set out by the Managing Director? Maintain customer profiles to enhance service delivery? Provide personalised service to customers in a manner that builds repeat business? Task outcome:Assessor signature: Assessor name: Date:
Student name: Assessor name: Date: Unit name: Qualification name:
Final assessment results
TaskTypeResultSatisfactoryUnsatisfactoryDid not submitAssessment Task 1Knowledge questionsSUDNSAssessment Task 2Customer service projectSUDNSAssessment Task 3Customer complaint resolution projectSUDNSAssessment Task 4Customer service reportSUDNSOverall unit results CNYC
Student signature: __________________________________________ Date: ____________
Assessor signature: _______________________________________ Date: ____________
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