SITXCCS007 Enhance customer service experiences:
SITXCCS007 Enhance customer service experiences
Assessment Instruction
SITXCCS007 Enhance customer service experiences
RTO Works
www.rtoworks.com.au
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Hospitality Works is a series of training and assessment resources developed for qualifications within the Tourism, Travel and Hospitality Training Package.
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:
Assessment Task 1: Knowledge questions – You must answer all questions correctly.
Assessment Task 2: Customer service project – You must prepare for. and participate in roleplays with two 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 Aus Biz Coaching.
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: Customer Record Sheet Template (Assessment Task 2)Customer Service Policy and Procedures (Assessment Task 2)List of Services (Assessment Task 2)Complaint Acknowledgement Letter Template (Assessment Task 3)Complaint Handling Policy and Procedures (Assessment Task 3)Complaints Register Template (Assessment Task 3)Customer complaint Outcome Letter Template (Assessment Task 3)Refund Policy (Assessment Task 3)Customer Service Policy and Procedures (Assessment Task 4)Customer Service Report Template (Assessment Task 4)Feedback Register Template (Assessment Task 4)
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.
Submitting assessments
Assessment appeals
Re-assessment guidelines
Responding to written questions.
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.
List three principles of enhanced customer service experiences.
List three benefits of enhanced customer service experiences.
List three principles of positive communication.
List three benefits of positive communication.
Explain three techniques that can be used when providing services to customers to anticipate their preferences, needs and expectations.
Explain two conflict resolution techniques that can be used when providing customer service.
Explain how feedback from staff and customers can be used to enhance customer service.
Explain how each of the following extras and add-ons may enhance a customer’s experience and provide an example as relevant.
Extra or add onHow it can enhance customer service and exampleAdditional destinations Additional tours or cruises Cocktails and liqueurs to enhance the dining experience coordination services at events and conferences entrance to events, festivals and entertainment scheduled during customer stay at destination entrance to major attractions at destination extra food items flight fuel emissions offset fee local guiding services optional meals and dining experiences prepayment of baggage charges prepayment of in-flight meals pre-travel seat selection private car transfers in lieu of regular transportation options special offers or packages specialised styling for events storage for luggage after check-out travel insurance upgraded accommodation and flights wine or boutique beers to match meals ordered
Thinking about the qualification you are studying and the industry you would like to work in, answer each of the following questions:
Describe at least three professional service standards and protocols for staff.Describe at least three attitudes and attributes that would be expected to work with customers.Describe at least three key customer service needs and expectations in the industry.Describe two types of customer loyalty programs that exist.
Describe how customer databases are used in this industry and three essential features.
Choose a company you are familiar with and/or would be interested in working for. Answer each of the following questions.
What does the company says its response time is for providing services and resolving complaints? How does this compare to other companies?Describe key features of its customer service policies and proceduresSummaries its complaint handling policies and procedures.
Outline three promotional services offered by the company.
Explain the best practice process that a company should follow for responding to the following common customer complaints:
incorrect pricing or quotes
delays or errors in providing products or services
misunderstanding of customer requests
escalated complaints or disputes
other team members or suppliers not providing special requests
misunderstandings or communication barriers
unmet expectations of, or problems or faults with, a service or product
Explain how the following methods can help to compensate dissatisfied customers.
MethodHow it can help compensate dissatisfied customersnegotiating with suppliers on customer behalf to gain reduced rates or extra services providing some or all services free of charge or at a reduced rate. providing discount vouchers to attend at a future time inexpensive add-on products small gifts special attention during the service period and special customer service delivery on next attendance
Explain why it is important to consider each of the following factors when determining compensation of dissatisfied customers:
financial constraints of the organisation
profitability of the sale
Choose two cultural groups you know about and for each describe the following in relation to customer service:
modes of greeting, farewelling and conversation
body language and body gestures
formality of language
clothing expectations for customer service staff
Explain each of the following methods of collecting feedback:
surveys
interviews
structured questioning
observation of customers
casual discussion
Explain three types of communication techniques, including key features.
Explain three types of communication equipment that can be used in customer service.
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.
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:
Prepare for the roleplay.
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.
Provide customer service over the telephone.
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: Answer call in accordance with company policy.Listen to the customer’s enquiry to determine the exact nature of the request and ask further questions as required to assist in identifying customer’s needs Clearly and accurately explain services offered by Aus Biz Coaching that may be suitable for the customer, offering extra and add-ons that may be appropriate. Respond to questions and provide information to assist the customer in selecting the right option for them. Identify information that you are unable to immediately provide to the customer and respond in accordance with the customer service policy and procedure. Demonstrate effective interpersonal skills including: Using a warm and friendly tone to build rapport Speaking clearlyAsking questions clearly and conciselyCleary and accurately responding to questionsUse active listening techniques 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.SITXCCS007 Enhance customer service experiences
Update the customer record sheet with the details of the potential customers.
Use the Customer Record Sheet Template to record these. Save the file as Customer Record Sheet Assessor.
Send an email regarding referral information.
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
Send an email to Jason (your assessor).
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.
Send an email to Samiya (your assessor).
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.
Send an email to the Head Business Coach (your assessor).
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.
Send an email to the selected consultant (your assessor).
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.
Send an email to Samiya (your assessor).
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.
Send an email to the Head Business Coach (your assessor).
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 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:
your learning resources and other information for reference
your Complaint Acknowledgement Letter Template
your Complaint Handling Policy and Procedures
your Complaint Outcome Letter Template
your Complaints Register Template
your Refund Policy.
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.
Prepare for the roleplay.
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. Complaint Acknowledgement Letter TemplateComplaint and Refund Policies and ProceduresComplaint Outcome Letter TemplateComplaints Register TemplateRefund Policy.
Handle customer complaint.
The customer (your assessor) will call you complaining about the workshop he attended being dull and uninteresting. You will need to: Answer the telephone in accordance with company policy.Respond to the customer in accordance with the company’s compliant handling policy and procedure.Use questioning techniques to establish and agree on the nature, possible cause, and details of the complaint.Assess the complaint’s impact on customerLog the details of the complaint in the complaint register (once you have completed Task 3 below, you will send the completed register to your assessor). Calmly advise the customer that the complaint will be recorded and actioned as per the company’s policy. Briefly explain the company policy.
Acknowledge complaint.
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.
Inform customer of the outcome of the complaint.
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 goalSITXCCS007 Enhance customer service experiences
Update the Complaints Register.
Include as much detail as you can in the register.
Send an email to the Managing Director (your assessor).
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: Complaint acknowledgement letterCustomer Complaint Outcome LetterUpdated Complaints Register
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:
your learning resources and other information for reference
your Customer Service Policy and Procedures
your Customer Service Report Template
your Feedback Register Template.
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.
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.
Send an email to Jason (your assessor).
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.
Send an email to Samiya (your assessor).
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.
Update the Feedback Register.
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.
Develop a customer service report.
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: The purpose of the report and number of complaints and feedback during the specified periodAn analysis of feedback and complaints with regard to service delivery and provision of products and servicesOutline of potential solutions to address feedback and complaints. 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.SITXCCS007 Enhance customer service experiences
Send an email to the Managing Director (your assessor).
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.
Send an email to Jason (your assessor).
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.
Send an email to Samiya (your assessor).
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.SITXCCS007 Enhance customer service experiences
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