SITXCCS008 Develop and manage quality customer service practices Assessment

TASK A – Short answer

SECTION 1: develop quality customer service practices:

Q1: List five (5) principles or characteristics of quality management.

1. Quality Standard

2. Benchmarking

3. Quality Systems/ assurance

4. Customer feedback

5. Teamwork

Satisfactory ☐ Unsatisfactory ☐

Q2: List four (4) types of external customers.

1. Groups

2. Suppliers and retailers

3. Agents

4. Business people

Satisfactory ☐ Unsatisfactory ☐

Q3: List four (4) types of internal customers.

1. Colleagues

2. Supervisors/ Managers

3. Team members

4. Staff from other departments

Satisfactory ☐ Unsatisfactory ☐

Q4: Why should you take the initiative to obtain information on customer needs and expectations?

Obtain information can be helpful to evaluate the characteristics and needs of organisation in order to design tailored customer service practise. Also, it would help to do research, assess and promote for internal and external customers.

Satisfactory ☐ Unsatisfactory ☐

Q5: List three (3) formal and three informal ways to get information on customers’ needs and expectations.

1. Qualitative research

2. Quantitative research

3. feedbacks

Satisfactory ☐ Unsatisfactory ☐

Q6: How you could obtain formal feedback from customers to research their satisfaction levels.

Ask the customers to give feedbacks on a wide range of satisfaction levels, such as service quality, product packaging, and responsiveness to complaints.

Satisfactory ☐ Unsatisfactory ☐

Q7: What information do companies want to know about when conducting formal customer feedback?

Companies want to know if there is anything that they can improve their service level and policy or if there is anything they can do to make their customers enjoys more.

Satisfactory ☐ Unsatisfactory ☐

Q8: Identify two (2) ways you could provide opportunities for staff to give you feedback on products and services.

1. General discussions

2. Meetings

Satisfactory ☐ Unsatisfactory ☐

Q9: State three (3) changes in the internal environment which could impact your quality service planning.

1. Management changes

2. Recruitment practices

3. Organisational restructure

Satisfactory ☐ Unsatisfactory ☐

Q10: State two (2) changes in the external environment which could impact your quality service planning.

1. Changes in the competitive environment

2. Economic climate

Satisfactory ☐ Unsatisfactory ☐

Q11: List some policies and procedures that are created to ensure quality customer service provision.

Use SMART goals method, which is specific, measurable, achievable, relevant and time framed. Make relevant plan and time frame within specific subject and measure the outcome figure in order to achieve the target. This will make sure the quality customer service provision.

Satisfactory ☐ Unsatisfactory ☐

Q12: Describe how you can protect your plans to ensure customer service outcomes.

To make sure customer service outcomes are in safe, well-designed workspace and stored in reliable equipment and materials.

Satisfactory ☐ Unsatisfactory ☐

Q13: List two (2) professional service standards hospitality staff must adhere to.

1. Australian consumer law

2. ISO standards

Satisfactory ☐ Unsatisfactory ☐

Q14: What attitudes and attributes are expected by the service industry to work with customers?

To increase inner satisfaction, increase motivation, loyalty, job satisfaction and team spirits.

Satisfactory ☐ Unsatisfactory ☐

Q15: Provide three (3) reasons you should involve staff in developing customer service practices.

1. Staff are more frequent and they are direct contact with customers

2. They are more loyal when employees invest psychologically in the organisation

3. Staff can have a fully understanding of practices before they involved in certain work procedures.

Satisfactory ☐ Unsatisfactory ☐

Q16: How staff can participate in developing customer service practices.

They can participate in analysing current practices, identifying key points of consumer contact and adding value and improving customer service practices.

Satisfactory ☐ Unsatisfactory ☐

Q17: Discuss the similarities and differences between standards, policies and procedures.

Standards, policies and procedures are sets of rules that help managers, supervisors and personnel to develop themselves. However, standards are measurement, policies are rules that cannot breach, and procedures are knowledgeable method for staff when they want to check how to deal with something.

Satisfactory ☐ Unsatisfactory ☐

Q18: List the steps involved in developing policies and procedures.

First, get senior management support and plan and consult whenever it is necessary. Then, do research and define of what to incorporate. Then, write the policy and the procedures.

Satisfactory ☐ Unsatisfactory ☐

Q19: Write a procedure for a customer service duty you commonly perform in your work or training environment.

1. Knowing the customer- Listening to customers is an axiom of customer service. However, really knowing who your customers are is more than dealing with customer complaints and reading survey results.

2. Serve customer’s needs- A company that succeeds in developing a mindset where all great ideas started from serving customer’s needs

3. Respect customers- give customers respect to their culture, habits and spaces.

4. Be patient and be professional- make sure the support reps really know the product and use positive language

5. Ask feedbacks from the customers

Satisfactory ☐ Unsatisfactory ☐

Q20: Provide a brief description of consumer protection laws in these categories and an organisation’s responsibilities under it for the following.

Category	Consumer protection law procedures
Cancellation fees	The business must tell the customers in advance if there is a cancellation fee, how much it is and what circumstances they charge it.
Description of goods/services	The business needs to supply the customer with products and services which match those described personally.
Price of products and services	Make sure products and services are accurately priced on price tags. If a mistake happens, apologise and follow organisation’s policy to fix it.
Refunds	If the customer cancel a service, they have the right to a refund minus any cancellation fees.

Satisfactory ☐ Unsatisfactory ☐

Q21: Describe what is meant by total quality management (TQM).

It is a management philosophy driven by customer needs and expectations.

Satisfactory ☐ Unsatisfactory ☐

SECTION 2: Manage the delivery of quality service

Q22: Which people in the workplace should you communicate policies, procedures and expectations to?

All the workers need to comply with the policies, procedures, including volunteers, casual, parttime and fulltime workers.

Satisfactory ☐ Unsatisfactory ☐

Q23: Identify five (5) ways to communicate policies and procedures to staff.

1. Hard copies

2. Meeting

3. Emails

4. Formal training

5. Online quiz to make sure staff understand the policies and procedures

Satisfactory ☐ Unsatisfactory ☐

Q24: State two (2) ways you can check that colleagues understand policies and procedures.

1. Q & A, ask employees question to demonstrate their knowledge

2. Verbal explanation of a case study, procedure and legislative, WHS requirements.

Satisfactory ☐ Unsatisfactory ☐

Q25: List five (5) places you can keep policies so they’re readily available to both staff and customers.

1. Company’s website

2. Staff manuals

3. In working areas

4. Emails

5. Training sections

Satisfactory ☐ Unsatisfactory ☐

Q26: What are the roles and responsibilities of management, supervisors and other employees in the monitoring and provision of quality customer service?

Managers:

Achieve goals and adhere to corporate mission and policies

Review policies and procedures

Maintain regular contact with department managers and keep them up to date

Keep up to date on market trends and make sure your team complies with company policies and procedures

Supervisors:

Ensure the staff comply with the company’s policies and regulations, and provide outstanding service and solving staff conflicts and customer complaints.

Employees:

Perform a service directly to the customer, and greeting and serving customers with best advices and recommendations. Complying with policies and procedures.

Satisfactory ☐ Unsatisfactory ☐

Q27: Write two (2) open questions you could use to start a conversation with a colleague about customer service problems or training needs.

1. How do you fell your team is tracking at the moment?

2. How are you going with all the cutting methods you’ve learned

Satisfactory ☐ Unsatisfactory ☐

Q28: List four (4) types of internal or external staff training you could initiate to enhance customer service.

1. Job training

2. In-services

3. Mentoring

4. Coaching

Satisfactory ☐ Unsatisfactory ☐

Q29: Your customer service team is concerned about a new colleague whose performance is not up to scratch. They say the trainee’s bad attitude is affecting customer service outcomes. Describe what you would do.

Track the dispute resolution process. Make sure your complaint about the new corner is true. Identify the reason for the problem. Discuss with all stakeholders and find a solution, such as training, mentoring, coaching and one solution. Track the results of your solution, whether good or bad, and take the necessary actions.

Satisfactory ☐ Unsatisfactory ☐

Q30: State the steps you would take to resolve any team disputes that have arisen from the issues with customer service.

Discuss and define the problem
Confirm the problem
Brainstorm solutions
Agree on the best solution and take action
Follow up on the outcome

Satisfactory ☐ Unsatisfactory ☐

Q31: List four (4) attitudes and attributes you should model as a manager of service industry personnel.

1. Follow industry code of conduct

2. Continuous improvement

3. Be responsible and accountable

4. Have a positive attitude

Satisfactory ☐ Unsatisfactory ☐

Q32: Describe six (6) ways you can demonstrate responsibility and accountability.

1. Attend training as necessary

2. Do what your job description or employment arrangements

3. Maintain the skills.

4. Complete competencies

5. Follow environmentally sustainable working practices

6. Understand organisational and team structures

Satisfactory ☐ Unsatisfactory ☐

Q33: What is the purpose of an organisational structure chart?

It shows the various departments, positions and lines of authority within the organisations

Satisfactory ☐ Unsatisfactory ☐

Q34: List six (6) policies you should make readily available to customers.

1. Dress codes

2. Package inclusions

3. Sales promotions conditions

4. Public holiday surcharges

5. No smoking policies

6. Cancellation policies

Satisfactory ☐ Unsatisfactory ☐

Q35: Identify six (6) industry schemes aimed at improving customer service (including but not limited to accreditation schemes).

1. Restaurant rating system

2. Hotel star rating system

3. Leading hotels of the world

4. Online rating systems

5. Hazard Analysis Critical Control Points

6. ISO Accreditation

Satisfactory ☐ Unsatisfactory ☐

SECTION 3: monitor and adjust customer service

Q36: Identify typical systemic customer service problems.

• Incorrect pricing of products and services • Delays in providing products or services • Refund or exchange request • Providing inappropriate products or services • Communication problems

Satisfactory ☐ Unsatisfactory ☐

Q37: List five (5) ways you can prevent or resolve communication breakdowns.

1. Ensuring you have communication standards, policies and procedures in place

2. Always maintain formality with customers

3. Making sure that staff has clear understanding regarding what they have to do

4. Minimise personal communications at work

5. Using appropriate body language

Satisfactory ☐ Unsatisfactory ☐

Q38: Identify three (3) ways you can seek ongoing feedback from staff and customers.

1. Day to day discussion

2. Interviews

3. Meetings

Satisfactory ☐ Unsatisfactory ☐

Q39: List four (4) measurements you can use to assess and evaluate your effectiveness when it comes to business performance, customer satisfaction, staff performance, etc.

1. Feedbacks

2. Internal routine review

3. Recording

4. KPI

Satisfactory ☐ Unsatisfactory ☐

Q40: Identify four (4) more general methods of assessing and evaluating your effectiveness with regards to quality customer service.

1. Compared with benchmark

2. Surveying general customers

3. Evaluating staff against service standards

4. Meeting budgets

Satisfactory ☐ Unsatisfactory ☐

Q41: Explain four (4) ways you can identify when you need to adjust standards, systems, policies and procedures.

1. When identified customer needs or expectations are no longer met

2. When identified customer service issues

3. When make changes to workplace, work environment and practices

4. Restructure taken place

Satisfactory ☐ Unsatisfactory ☐

Q42: Define the ‘continuous improvement approach’ to making adjustments in the workplace.

Improvements have been made to approaches, systems and procedures leading to evaluation and continuous change. In short, organizational systems and procedures are continually evolving.

Satisfactory ☐ Unsatisfactory ☐

Q43: Who do you need to communicate new approaches to?

To all the staff and relevant customers and stakeholders.

Satisfactory ☐ Unsatisfactory ☐

Q44: Provide three (3) tips for communicating new customer service approaches effectively.

1. Maintain a good communication plan and be informed of changes that affect all staff

2. Have your staff sign to confirm that you have read and understood the changes

3. Maintain a checklist showing employees who attended a meeting or team briefing.

Satisfactory ☐ Unsatisfactory ☐

Q45: Complete the CSI chart for your restaurant.

Item	Average importance scores	Weighting factor	Average satisfaction scores	Weighted score
	A	B	C
Taste	9	32.1%	8	2.57
Presentation	3	*10.7%*	7	*0.75*
Service	8	*28.6%*	5	*1.43*
Value for money	8	28.6%	8	2.29
Total	28			*7.04*
			CSI:	*70.4%*

Satisfactory ☐ Unsatisfactory ☐

Q46: Look at the performance matrix. What is the systemic service problem that will need some attention?

	Importance to customer	Customer satisfaction
Knowledge of tour leader	8	3
Organisation of tour	6	8
Bus facilities	5	3
Value for money	8	8

Satisfactory ☐ Unsatisfactory ☐

Q47: List two (2) sources of information on current service trends in the hospitality industry that affect service delivery.

1. Leveraging technology to improve guest experiences

2. Personalised services for travellers

Satisfactory ☐ Unsatisfactory ☐

TASK B – project

This assessment requires you to develop quality customer service practices, manage the delivery of quality service and monitor and adjust customer service.

You are required to do the following:

Read the project scope.
Complete all tasks.
Answer all the questions.

There are five tasks in this project:

Task 1: Develop customer service procedures
Task 2: Staff meeting agenda
Task 3: Question and answer
Task 4: Monitor customer service practices
Task 5: Question and answer

Task 1: Develop customer service procedures

You are to complete a research project using your workplace or a simulated environment. If you have a favourite restaurant, café or travel agency, etc., you regularly visit you may wish to invite them to participate in this task. If so, you are required to discuss this with your assessor and then obtain permission from the organisation before undertaking the task.

You are to provide information about the organisation and develop new customer service practices using the template provided.

You are required to complete these tasks.

Provide a brief outline of the organisation, the services it provides customers and its overall current business performance.
Outline the customer service evaluation processes used in the organisation.
List your customer’s needs and expectations.
Review any changes in your organisation’s internal or external environments and identify any trends or changes which may impact on current customer service practices.
Obtain information on customer needs and expectations using both formal and informal research.
Conduct research on customer satisfaction levels by creating a survey and getting customer feedback on products and services.
Calculate, interpret, and summarise the results of your customer satisfaction statistics.
From your research, identify any customer service practices that are ineffective and/or systemic customer service problems.
Identify any policies and procedures that need developing or adjusting as a result.
Develop customer service policies and procedures for three areas of the business.
Research industry standards and ensure your customer service procedures align with these.

Customer service procedures

1. Organisational details

Provide a brief outline of the organisation, the services it provides customers and its overall current business performance.

The organisation is a café shop located in Sandy Bay, and it is very near shopping centre and business centre. Current business has a large number of regular customers; however, they try to increase their margin and every customer expense. Because most of their customers are elders.

Satisfactory ☐ Unsatisfactory ☐

2. Customers’ needs and expectations

What type of customers does your business attract? What are their expectations?

The business attract the regular café lovers and people like to buy coffee beans. Their expectation includes good quality of coffee and service, latest newspapers, fresh bread and cake.

They also need breakfast and lunch. Therefore, the business provide a wide range of brunch choices.

Satisfactory ☐ Unsatisfactory ☐

3. Customer service evaluation process

Explain current methods used to assess customer satisfaction levels and gain feedback.

Regulate check how customers feel about the food and drink, ask customers about what they need.

Surveys have been done with free small cup of café.

Satisfactory ☐ Unsatisfactory ☐

4. Changes in internal and external environments

Review any changes in your organisation’s internal or external environments. Identify any trends or changes which may impact on current customer service practices. List the changes that you have or may need to implement to cater for these changes. Name the sources of your information.

Under current health issues, more people would like to lock at home for isolation. Therefore, it would have a significant impact for dine-in. The business need to extend the delivery business, and attract the customers on delivery platforms. In the meantime, it needs to change the working procedure and dine-in policy.

Satisfactory ☐ Unsatisfactory ☐

5. Customer Survey

Create a customer survey for your organisation and gain customer feedback on the current products and services offered by your organisation. You can create your own or use the template provided.

Ask three customers to complete the paper based survey and submit these with this assessment.

CUSTOMER SURVEY
Needs improvement 1	Average 2	Good 3	Excellent 4

Potion Size
			4
Taste
		3
Look
	2
Environment
		3
Waiting time
		3

Anything need to improve
Should have the small potions. As an elder, I can only take half of the cake.



Potion Size
		3
Taste
			4
Look
1
Environment
		3

Waiting time
1
Anything need to improve
Other comments: The waiting time is too long during the peak hour, I need to wait half an hour for a burger.

Satisfactory ☐ Unsatisfactory ☐

Customer feedback

Summarise the customer feedback you received (from the three customer surveys and other feedback your organisation collects.) Make recommendations based on this feedback.

The potion of some meal needs to reconsider and renew the menu. In the meantime, need a new kitchen hand during the peak hour. Arrange the new look of the brunch. And may consider change new table and paint the wall in the future.

Satisfactory ☐ Unsatisfactory ☐

6. Develop customer service policies/procedures

Research and develop customer service policies and procedures for at least three (3) different areas of your organisation/business or areas of customer service, for example, presentation and grooming or customer complaints. These must meet industry standards. Research industry standards and ensure your customer service procedures align with these.

This may include policies and procedures that need developing or adjusting as a result of customer feedback. You can create your own or use the templates provided.

Customer service policy – Business area one
Area of focus: Greeting, farewelling and acknowledging customers
Purpose: The way you greet your customers can greatly help set the tone of your experience with you and your business. A warm and sincere greeting gives a positive first impression and eliminates customer concerns. Outline the purpose of the policy/procedure.
Standards: 1. smile with the customer all the time. 2. If the customer come into the store, staff should greet the client in 30 seconds and stop doing what they are doing. 3. Dress professionally, always wear the store outfits. 4. Ask client question about their orders, and repeat after taking the order to confirm. Outline the standards that employees must adhere do.
Procedure: 1. All employees will be trained in how to interact and communicate with customers guided by the principles of independence and responsibility. 2. Documents and online trainings will be offered alternative communication formats 4. Tele-communication is essential for customers’ needs.
Monitoring/feedback: Outline how you will get feedback from customers about this procedure, or how it will be monitored. The goal is to meet the needs of its customers, while paying attention to the unique requirements of customers, feedback can also be provided in person, by telephone, through email, or by other means as appropriate.

Satisfactory ☐ Unsatisfactory ☐

Customer service policy – Business area two

Area of focus: Customer complaints

Purpose: The complaint procedure is intended to ensure that all grievances are resolved fairly, consistently and whenever possible to the satisfaction of the complainant.

Outline the specific procedures they should follow.

Outline the purpose of the policy/procedure.

Standards: give client a callback to ask about feedbacks. And design a new process to avoid certain things would not happen again. Ask store manager and shift manager to monitor the fault process. In the end, make sensible response to any changes, and adopt the new process progressively.

Outline the standards that employees must adhere do.

Procedure: Give trainings to all relevant employee, and follow the complaint policy to respond the customers’ complaint. If there is an urgent situation, the employee should contact the manager directly to deal with it. All the complaint cases should be recorded and reported to the manager in order to review the case and follow up the process of case. After the case settled, give another greeting and offer to the customers.

Outline the specific procedures they should follow.

Monitoring/feedback:

Monitoring if there is similar case happened again, make relevant changes if there still some fault in the process. The goal is to meet the needs of its customers, while paying attention to the unique requirements of customers, feedback can also be provided in person, by telephone, through email, or by other means as appropriate.

Outline how you will get feedback from customers about this procedure, or how it will be monitored.

Satisfactory ☐ Unsatisfactory ☐

Customer service policy – Business area three

Area of focus: Presentation and grooming standards

Purpose: These standards always focus on a tidy and well-maintained look. While maintaining standards that reflect current trends in style and fashion, Properly conservative benchmarks for client establishment.

Outline the purpose of the policy/procedure.

Standards:

1. With comfort, safety and a professional look in mind, please ensure your uniform is the correct size.

2. All employees should maintain personal freshness by applying deodorant before the commencement of your shift and reapplying throughout your shift as required.

3. Exceptions to these standards may occur in the event that an employee is unable to comply for reasons such as race, disability or religious belief. Should such an issue arise, you should inform your Human Resources Manager.

Outline the standards that employees must adhere do.

Procedure:

All staff are expected to abide by our uniform policy and understand that, depending on the client they work for, this may vary, and you will be notified of this. You are expected to look neat and tidy at all times, to present professionally, with clean, pressed clothing and clean shoes

Outline the specific procedures they should follow.

Monitoring/feedback:

During the meeting or morning training session, give feedback about the employee’s first impression.

Employees who are unable to accommodate aspects of these guidelines due to a protected attribute (as determined only by legislation) will be granted exemption.

Outline how you will get feedback from customers about this procedure, or how it will be monitored.

Satisfactory ☐ Unsatisfactory ☐

Task 2: Staff meeting agenda

Question and Answer

Using the template provided, your own template or one from your organisation create a meeting agenda for a staff meeting about the three new customer service policies/procedures you have created in Task 1: Develop customer service procedures.
In your meeting you are to outline the three new customer service policies/procedures that you created in Task 1.
The meeting agenda must address the following.

Time/date.
Who is required to attend, e.g., wait staff, bar attendants, customer service staff.
Outline and explain all three customer service policies/procedures.
Include information about the purpose, standards, and customer service procedures and how monitoring and collection of feedback will occur.
Ask for employee feedback on each of the three new standards and procedures.
Identify ways for each new policy/procedure to be monitored.
Discuss how the new policies and procedures will be made available to customers.
Allow for questions: Do employees have any changes they would like to make? Any suggestions for improvements? Any issues?

MEETING AGENDA
Meeting information
TIME 31/03/2020, CHAIRMAN: LEO, ATTENDED BY: JOE(WAITER), DAVID(CUSTOMER SERVICE), KEVIN,HANNAH(PARTNER),
Preparation for meeting
policy update Comments Summary about the policy and market issue Further Action (If any) – complete action by and due date . Make a presentation on the current market and show the opportunity and obstructs of the new business. Descision, cost and new business should be clarified by board members awards and entertainment illustration Decision, need to figure out the annual awards for the employee and sales managers Further Action, analyses the annual sales figure and awards for everybody.
Agenda items
double check meeting details, such as time, place and conference logistics. Leave a section for action items and off-topic discussions at the end of your meeting agenda. Identify the list of required attendees.Outline a list of meeting agenda topics for discussion.
Action items/outcomes from meeting
send all the information to Kevin if anyone want to apply for the accreditation. further action , take a further research on the cost and new business returns and market research. analyses the annual sales figure and awards for everybody.

Satisfactory ☐ Unsatisfactory ☐

Task 3: Question and answer

Q1: What is the most appropriate way to communicate customer service policies, procedures and expectations to staff in your workplace?

Formal meetings and during trainings to deliver the new and updated policies, also send email to all the worker in order to make sure all members are informed.

Satisfactory ☐ Unsatisfactory ☐

Q2: How will the new customer service policies/procedures be made available to your customers?

Discussion and meetings need to arrange before the changes, then send emails and updated relevant in store.

Satisfactory ☐ Unsatisfactory ☐

Q3: How will the new customer service policies/procedures be made available to your staff?

Send emails and arrange meetings and training sessions.

Satisfactory ☐ Unsatisfactory ☐

Task 4: Monitor customer service practices

Create a checklist that you can use to monitor customer service in the workplace or training environment, and to ensure the new customer service procedures you developed and implemented in Tasks 1 and 2 are being followed, along with any other customer service standards in your organisation. You can create your own checklist or use the template provided.

Once you have created your checklist:

Print four copies of your completed checklist.
Monitor one (1) of your staff members using the customer service checklist over four (4) different service periods.
Scan/photograph all four (4) completed Monitoring customer service checklists, name and save them.
Submit all four completed customer service checklists to your assessor.

MONITORING CUSTOMER SERVICE CHECKLIST

Customer service checklist	Yes	No
· Professionalism	☐	☒
· Grooming and presentation standards	☐	☒
· Waiting time	☐	☒
· Quality of services	ü	☐
· Training and coaching	ü	☐
· Qualification	ü	☐
· Communication	ü	☐
· Complaint	ü	☐
Feedback: Need to get training about the grooming standards and keep eyes on the customers who coming in.

Customer service checklist	Yes	No
· Professionalism	ü	☐
· Grooming and presentation standards	ü	☐
· Waiting time	ü	☐
· Quality of services	☐	☒
· Training and coaching	ü	☐
· Qualification	ü	☐
· Communication	ü	☐
· Complaint	☐	☒
Feedback: In the peak hours, should be patient about the customers’ complaint and when the customers wait for a long time, should give them free dishes or deliver meal as soon as possible.

Customer service checklist	Yes	No
· Professionalism	ü	☐
· Grooming and presentation standards	☐	☒
· Waiting time	ü	☐
· Quality of services	☐	☒
· Training and coaching	ü	☐
· Qualification	ü	☐
· Communication	ü	☐
· Complaint	ü	☐
Feedback: More training need to be arrange for better quality of services and grooming standards. Especially, when the customers ready to order and have some questions about the menu. Waiter should be able to give recommendations and correct response.

Customer service checklist	Yes	No
· Professionalism	ü	☐
· Grooming and presentation standards	ü	☐
· Waiting time	☐	☒
· Quality of services	ü	☐
· Training and coaching	ü	☐
· Qualification	ü	☐
· Communication	ü	☐
· Complaint	☐	☒
Feedback: More complaint control skill must be improved. Skills for dealing with complaints and resolving problems should be improved. More trainings need to be provided to strengthen the employees’ skills.

Satisfactory ☐ Unsatisfactory ☐

Task 5: Question and answer

Evaluate the team member you monitored over the four (4) different service periods in Task 4: Monitor customer service practices.

Q1: Were there any customer service areas in which the staff member had issues?

Skills for dealing with complaints and resolving problems should be improved.

Satisfactory ☐ Unsatisfactory ☐

Q2: What customer service skills gaps does the staff member have?

There will be difference among staff members regarding communication, problems solving, coaching and trainings.

Satisfactory ☐ Unsatisfactory ☐

Q3: Identify areas of improvement for the staff member’s customer service skills.

More complaint control skill must be improved.

Skills for dealing with complaints and resolving problems should be improved.

More trainings need to be provided to strengthen the employees’ skills.

Satisfactory ☐ Unsatisfactory ☐

Q4: What training would you provide to the staff member to improve their customer service performance?

Give training sessions about customer service, qualifications and WHS working procedures. Updated relevant health policy and provide theoretical knowledge for staff to learn.

Satisfactory ☐ Unsatisfactory ☐

Q5: After monitoring staff members, you decide to make a small change to the response time required to acknowledge and greet customers, from two minutes to as soon as they reach the counter. You would like to implement the change before the next shift.

How do you document and communicate this new customer service procedure?

Send out an email to inform all the staff and send message in the internal communication software.

I will arrange a meeting to discuss about the relevant procedure and make nots and record them in files.

Satisfactory ☐ Unsatisfactory ☐

Q6: How do you identify customer service performance gaps so you know when you need to initiate training?

Complaints rates, monitoring, KPI and qualifications and internal review.

Satisfactory ☐ Unsatisfactory ☐

Q7: How do you seek ongoing feedback from your colleagues and customers about how the new practices are going?

The ongoing feedback from internal and external stockholders could be considered through surveys, questionnaires and interviews.

Satisfactory ☐ Unsatisfactory ☐

Q8: How will you evaluate the feedback you gather?

Trend and data analysis will be arranged. Also, regulate check and review the complaints. Have regular manager meeting to discuss about the feedback to make relevant changes.

Satisfactory ☐ Unsatisfactory ☐

Practical checklist 1

To be completed by the assessor.

Learner’s name:

Did the learner successfully demonstrate evidence of their ability to do the following?	Completed
	Yes	No
Obtained information on customer needs, expectations and satisfaction levels.	☐	☐
Provided opportunities for customers and staff to give feedback on products and services.	☐	☐
Reviewed changes in internal and external environments and integrated findings into planning for quality service.	☐	☐
Developed policies and procedures for quality service provision.	☐	☐
Identified ways to communicate policies, procedures and expectations to staff.	☐	☐
Identified ways to make policies readily available to customers and staff.	☐	☐
Monitored customer service in the workplace to ensure standards are met.	☐	☐
Assessed the effectiveness of customer service practices.	☐	☐
Identified systemic customer service problems and adjusted policies and procedures to improve service quality.	☐	☐
Researched and developed customer service policies and procedures for at least three different areas of the business that meet industry standards.	☐	☐
Evaluated practices for quality service provision and identified any failings.	☐	☐

TASK C – ROLE-PLAY

This assessment requires you to undertake a series of role-plays to demonstrate your ability to manage quality customer service policies and procedures.

You are required to do the following:

Role-plays are to be conducted in an actual or simulated workplace environment.
All participants must be briefed on their roles and the desired outcomes of the role-play prior to commencing the activity.
Role-plays can be recorded for further analysis and discussion with the consent of all participants.
Complete the role-play.
Answer all the questions.

Role-play 1 - Staff meeting

The following resources are required to complete the role-play.

A meeting room (or classroom used as a simulated meeting room)
Additional resources as required – chairs, tables, laptop, projector, screen, PowerPoint presentation, handouts.

Learner instructions

You are running a staff meeting on the three new customer service procedures you have created in Task 1 of Assessment C - Project.

Use the meeting agenda that you created in Task 2: Staff meeting agenda to communicate the new customer service procedures to staff.

You must have at least three (3) staff members (or students/colleagues in a simulated environment) attending the meeting. Your assessor will also attend the meeting. Organise a time and date with your attendees and your assessor.

Provide the meeting agenda to all attendees prior to the meeting.
Organise the time and date of the meeting.
Organise any additional resources you require for the meeting such as laptop, projector, PowerPoint presentation, chairs, handouts, etc.
In the meeting you must cover all the meeting agenda items.
Outline and explain all three (3) new customer service policies/procedures.
Include information about the purpose, standards, customer service procedures and how monitoring and collection of feedback will occur.
Ask for employee feedback on each of the three (3) new standards and procedures.
Identify ways for each new policy/procedure to be monitored.
Discuss how the new policies and procedures will be made available to customers.
Allow for questions: Do employees have any changes they would like to make? Any suggestions for improvements? Any issues?
During the role-play, you are required to demonstrate the following skills and knowledge.
Discuss customer service needs with staff.
Communicate any new practices to staff.
Use questioning and listening techniques to gain staff feedback.
Provide opportunities for staff to participate in development of customer service practices.
Complete the role-play.

Satisfactory ☐ Unsatisfactory ☐

Question and answer

Q1: What were the positives and negatives of the meeting?

Positives of meeting: everyone is involved in the meeting and discuss about the policy changes. 2. The core staff member will understand the new policy better and ask questions of their concern. 3. Provide an effective and efficient platform for all staff to acquire knowledge, learn from each other, enhance abilities, improve skills and make improvements in a timely manner

Negatives: it may cost time to discuss in order to reach an agreement and needs to be arranged. Tends to be more theoretical and probably lacks a completely working solution

Satisfactory ☐ Unsatisfactory ☐

Q2: What would you improve the next time you communicate customer service procedures?

Set meeting timeframes, include key ideas in deliberations and integrate them into agreed ones. Respect all staff and distribute empowerment to all staff so they feel equal to negotiate.

Satisfactory ☐ Unsatisfactory ☐

Q3: What suggestions did staff members have to improve the customer service procedures?

1. The greeting procedures, they need to pay more attention when customers coming in

2. Don’t argue with customers, if it is not a large amount, just give customers what they want

Satisfactory ☐ Unsatisfactory ☐

Q4: Were these suggestions feasible? Why/why not?

Yes, as the current market changes due to the health issues, the market plan will work if it continues for a while. Staff will be able to know concrete procedures well and realize where exactly improvements can be made.

Satisfactory ☐ Unsatisfactory ☐

Role-play 2 – Customer Dispute

You are a restaurant manager in a five-star hotel restaurant. Your main responsibilities are managing the wait staff and front-of-house staff and ensuring customer satisfaction.

Organisational procedures for handling customer complaints are as follows.

Step 1: Apologise to the customer and identify what the problem is.
Step 2: Try to resolve the customer’s problem by rectifying their issue. Service staff have the authority to offer the following.
Modify orders to incorporate customer requests within reason (i.e., not requiring undue time and expense).
Replace food or beverages to the value of $100.
Offer alternative food or beverages to the value of $50 more than the original order.
Step 3: If unable to successfully resolve a customer’s problem, inform the supervisor or manager. Provide details of all the issues and offers made to the customer when attempting to resolve the issue.
Step 4: Manager/supervisor can resolve the complaint and is able to provide free food, beverages, vouchers or hotel credits and a formal written apology.
Step 5: If the issue is still unresolved with the customer, then the item is escalated to the hotel manager or an external body.

There are three (3) participants in this role-play:

The restaurant manager
The head waiter
The customer

Simulated environment resources

Desk to simulate front desk/counter
Bill

Learner instructions

It is lunchtime and you are talking with the chefs in the kitchen when you hear a loud angry voice at the front desk. It sounds like an irate customer. You then hear your head waiter also raising their voice. You quickly get to the front desk to try and resolve the issue.

During this role-play, you are required to demonstrate the following skills and knowledge.
Use questioning and listening techniques to determine the customer’s needs or concerns.
Use clear communication with the staff member.
Take responsibility for service outcomes and dispute resolution.
Recognise and resolve customer problems or delays and deficiencies in customer service.
Complete the role-play.

Satisfactory ☐ Unsatisfactory ☐

Question and answer

Q1: How would you assess the effectiveness of the customer service provided by the head waiter?

Ask what happen from the customer side and the waiter side. If it is a different story, then I will first apologise to the customers and give the customers what they want. After that, I will investigate order taking time and amounts.

Satisfactory ☐ Unsatisfactory ☐

Q2: Was the dispute resolution process provided by the head waiter effective? Why/why not?

No, because the customer had been delayed for her meeting and been waiting for half an hour. In this situation, we need to understand how the client feel and give them free meal and extra discount next time.

Satisfactory ☐ Unsatisfactory ☐

Q3: What changes would you make to customer service and dispute resolution procedures as a result of this incident?

Provide a procedures, if the customer take the order in a peak hour, inform them that we need half an hour or an hour to prepare. For the dispute resolution, we need to apologise and give them what they want and even them extra.

Satisfactory ☐ Unsatisfactory ☐

Q4: How do you act as a positive role model for professional standards expected of hospitality industry personnel?

Have a positive attitude

Be professional

Follow the industry standard

Join regular industry meetings

Satisfactory ☐ Unsatisfactory ☐

Role-play 3 – Performance review

You are the restaurant manager in a five-star hotel restaurant. Your main responsibilities are managing the wait staff and front-of-house staff and ensuring customer satisfaction.

You are also in charge of monitoring customer service standards and practices, seeking feedback from staff and customers and adjusting procedures to improve customer service outcomes.

You are to run a performance development/coaching session with the head waiter from Role-play 2: Customer dispute, who did not follow the customer dispute resolutions policy in relation to their interactions with the customer. This is not the first time this has happened with the head waiter. They have had a variety of similar customer issues and complaints.

You have rewritten the customer service dispute resolution policy to include explicit information about how staff are expected to communicate with an irate customer. They are to keep calm, not raise their voice, practise active listening, apologise and exhibit appropriate body language.

Non-compliance ramifications are a three-warning system, with the final warning leading to termination.

You are to explain this to the head waiter and ensure they understand and will be compliant.

Conduct role-play

Learner instructions

During this role-play, you are required to demonstrate the following skills and knowledge:

Greet the head waiter in a polite and friendly manner.
Use questioning and listening techniques to determine the head waiter’s needs or concerns about the customer incident.
Ask the head waiter how they think they could improve their customer service performance.
Identify the waiter’s customer service skills gaps.
Assess and articulate the effectiveness of the head waiter’s response to the customer in Role-play 2.
Explain the new customer dispute resolution procedures.
Ask them to summarise the new procedures back to you.
Explain how the waiter’s compliance with the new policy will be monitored.
Explain any disciplinary procedures as a result of non-compliance.
Complete the role-play

Satisfactory ☐ Unsatisfactory ☐

Question and answer

Q1: How would you communicate the new dispute resolution procedures to the rest of the staff?

Hold a meeting to discuss and send emails to the staff who cannot attend the meeting.

Satisfactory ☐ Unsatisfactory ☐

Q2: Why is it important to adjust customer service policies and procedures?

Without effective policies and procedures adjusted and updated accordingly, businesses and organizations are confused. Nobody knows what to do or how to do it. Adapting customer service policies and procedures to provide knowledge to employees can help improve customer satisfaction, reputation, and customer service delivery. Not only that, it can also meet legal requirements.

Satisfactory ☐ Unsatisfactory ☐

SITXCCS008 Develop and manage quality customer service practices Assessment

Taste

Presentation

Service

Value for money

Total

Knowledge of tour leader

Organisation of tour

Bus facilities

Value for money