SITXCCS007 enhance customer service experiences

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Assignment Name	Cert IV in Commercial Cookery
Unit(s) of competency
Unit Code (s) and Names	SITXCCS007 ENHANCE CUSTOMER SERVICE EXPERIENCES
Assessment Details
Term and Year	Term 2 - 2020
Assessment No	3	
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ASSESSOR PRE-ASSESSMENT CHECKLIST

This checklist is to be completed prior to commencing the assessment.

Please discuss this with the learner and circle yes or no for each question.

Is the learner ready for assessment?	☐Yes ☐ No
Have you explained the assessment process and tasks?	☐ Yes ☐No
Does the learner understand which evidence is to be collected and how?	☐ Yes ☐No
Have the learner’s rights and the appeal system been fully explained?	☐ Yes ☐No
Have you discussed any special needs or reasonable adjustments to be considered during the assessment?	☐ Yes ☐No
Does the learner have access to all required resources?	☐ Yes ☐No

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ASSESSMENT TASK 2: ROLE PLAY

PURPOSE OF THE ASSESSMENT TASK
Assessment Tool			Role Play (Practical Application)
To demonstrate satisfactory completion of this Assessment Task the learner must:				Satisfactory (S)	Not Satisfactory (NS)
In this assessment task, learners are required to demonstrate a role play according to the business scenarios provided in line with requirements set out in the assessment.
All Performance and Knowledge marking criteria must be met				☐	☐
Overall Assessment Task Performance				Satisfactory (S)	Not Satisfactory (NS)
Assessment Task 2: Role Play				☐	☐
Resources required for this Assessment Task
Trainers and Assessors are required to ensure all learners have access to: § Computers and databases that manage customer profiles and promotional activities § Organisational policies, procedures and templates relating to: § Customer service standards § Designated response times § Presentation standards § Procedures for dealing with customer complaints § Customer surveys and feedback collection § Recording and reporting customer feedback § Internal and external customers with different cultural backgrounds and special service needs with whom the individual can interact; these can be: § Customers in an industry workplace during the assessment process; or § Individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation
Instructions for Trainer and Assessors
This assessment task has to be conducted as per the Assessment Conditions:
In className	In an Industry Workplace	In a Simulated Industry Environment
Instructions for the assessment
§ Attendance must be recorded in the Attendance Spreadsheet § The assessment is to be completed according to the Assessment task instructions
Assessment Task Duration
Trainer discretion
Learner Evidence Submission Requirements
§ The completed and signed Observation Checklist

ASSESSMENT TASK 2: ROLE PLAY

+++STUDENTS MUST MEET THE CRITERIA IN THE ASSESSMENT MARKING GUIDE TO BE DEEMED SATISFACTORY IN THIS ASSESSMENT+++

The learner is to complete each of the below following basic Business Customer Service interactions/transaction situations in a simulated or actual Business Service environment if available.

The Trainer is to assess the learner’s performance using the mapped, valid and current Customer Service Assessment Checklist provided.

The following essential skills, knowledge and Critical Aspects of Assessment must be demonstrated and by the learner.

Knowledge of techniques for solving complaints
Develop, procure and use resources effectively to provide quality products and/or services to customers

Demonstrated techniques in solving complex customer complaints and system problems that lead to poor customer service

Make decisions to overcome problems and to adapt customer services, products and/or service delivery in consultation with appropriate individuals and groups

Manage records, reports and recommendations within an organization’s systems and processes
Problem Solving

Demonstration/Role Play must ensure the participant demonstrates the following:

Work activities that allow interaction with multiple and diverse customer types to allow the leaner to respond to a range of requirements and customer needs

Ability to provide a total quality service experience knowledge of different customer preferences and ways to meet both stated and unstated requirements

Realistic Customer service situations
techniques for solving complaints including the principles and techniques involved in the management and organisation of:

Customer behaviour
Customer needs research

Customer relations

Ongoing product and/or service quality
Problem identification and resolution
Quality customer service delivery

Record keeping and management methods
Strategies for monitoring, managing and introducing ways to improve customer service relationships

Strategies to obtain customer feedback

Business Scenario examples for Role Play/Demonstration Assessment by the learner include, but not limited to the following:

A customer enquires/wishes to purchase or experience your company’s products and services

A Customer Is Confused About What He or She Wants or Needs

When a Customer Makes a Racist Remark

When a Customer Asks to Be Served Ahead of Other Waiting Customers

When a Customer Has a Negative Attitude About Your Company Due to Past Experiences

When a Customer Is Experiencing a Language Barrier

When the Customer Insults Your Competence

When You Don't Have the Answer

When You Need to Clarify Commitments

The Customer is agitated

The Customer has defective merchandise

You receive a Complaint about Rude Employees

A customer feels you have ‘ripped’ them off

ASSESSMENT MARKING GUIDE

PERFORMANCE EVIDENCE	S	NS	N/A
Prepare and deliver presentations related to occupation or area of interest which demonstrate the use of:
Identify customer requirements and provide professional and personalised customer service experiences to two different internal and two different external customers to meet requirements .	☐	☐	☐
Demonstrate procedures to respond to and resolve three different customer complaints according to organisational policies and procedures	☐	☐	☐
Demonstrate effective communication with the above internal and external customers, including any with special needs	☐	☐	☐
Seek formal and informal feedback from customers on quality of above service	☐	☐	☐
Provide above service to above customers in line with organisational customer service standards and within designated organisational response times	☐	☐	☐
KNOWLEDGE EVIDENCE	S	NS	N/A
To complete the unit requirements safely and effectively, the individual must:
Principles and benefits of enhanced customer service experiences and positive communication	☐	☐	☐
Techniques to anticipate customer preferences, needs and expectations throughout the service experience	☐	☐	☐
Conflict resolution techniques	☐	☐	☐