SITXCCS008 TASK 2 Short Answer 2020

Assessment Coversheet CQI-FRM028
Version 16 as at 03.04.19
Student Name: Student Number:

Unit code/s & name/s: SITXCCS008 Develop and manage quality customer service practices
Trainer/Assessor’s Name: ☐ Janey Kyle-Scott ☐ Charlie Jensen ☐ Nicole Middleton
Assessment Type: ☐ Task 1 QUIZ ☒ Task 2 Short Answers ☐Task 3 PRACTICAL

Student Declaration: I declare that I have undertaken the necessary training associated with this unit of competency and that this assessment is
my own work. Any ideas and comments made by other people have been acknowledged as references. I understand that if this statement is found
to be false, it will be regarded as misconduct and will be subject to disciplinary action as outlined in the Student Misconduct Management Policy
and Procedure. I understand that by emailing this assessment item, it confirms my assent to this Declaration in lieu of a written signature.
Student signature: Date:

(when submitting assessment)
(Assessor completes the below)

Attempt number: 1 ☐
Assessor feedback:
☐ Student provided with feedback

Assessor Initials:
Individual Assessment Task: Satisfactory ☐ Not satisfactory ☐ Date:
Attempt number: 2 ☐
Assessor feedback:
☐ Student provided with feedback

Assessor Initials:
Individual Assessment Task: Satisfactory ☐ Not satisfactory ☐ Date:

Final Unit Result: N/A ☐ Competent ☐ Not competent ☐ Date:
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What will be assessed
The purpose of this assessment is to assess you underpinning knowledge to complete the tasks
outlined in the elements and performance criteria for this unit of competency and relating to the
following aspects:
 principles of quality customer service

 specific industry sector:
o professional service standards for service industry personnel
o attitudes and attributes expected by the service industries to work with customers
 roles and responsibilities of management, supervisors and operational personnel in providing
quality service
 sources of information on current service trends and changes that affect service delivery
 internal and external environmental changes and their effect on planning for quality customer
service:
 methods of formal and informal customer research:
 methods of implementing quality service provision:
 methods of assessing the effectiveness of customer service practices:
 methods of obtaining feedback from customers:
 industry schemes, accreditation schemes and codes of conduct aimed at improving customer
service
 areas where organisational policies and procedures assist in ensuring quality customer service:
 objectives, components and comprehensive details of consumer protection laws that relate to
customer service, and the business’ responsibility
Place/Location where assessment will be conducted

Submit to assessor via email
Resource Requirements
Pen, Paper, computer with access to email, printer, teacher’s email address or as instructed
otherwise.
Instructions for assessment including WHS requirements

You are required to address all Questions (Part A) and complete the Case study (Part B)
Your trainer will provide you with instructions for time frames and dates to complete this
assessment.
Once completed, carefully read the responses you have provided and check for completeness.
Your trainer will provide you with feedback and the result you have achieved.
Task Attempt 1 S/NS Attempt 2 S/NS

Part A 31 Questions
Short Answers
Part B Questions 1-4
Case Study Three Policies
Part A Short Answer Questions
Your task: Provide a detailed response to each of the following questions.
1. Explain how informal and formal research can be used to develop quality customer service. Provide an
example for each research method.
Response
2. Why is it important to have an understanding of your competition in order to plan for quality customer
service?
Response
3. When developing market knowledge, it is essential to have an awareness of how the market is divided.
Explain each of the following segments of the market. Provide examples of how each segment can
influence customer choices and trends.
Response
Demographic segmentation
Geographic segmentation
Psychographic segmentation
Behavioural segmentation
4. Why is it crucial for a manager to have in-depth knowledge of internal and external business environments
to provide quality customer service? Provide 2 examples each, for internal and external factors:
Response
5. Identify three ways you can obtain information about current trends in your industry.
Response
1.
2.
3.
6. Explain businesses’ responsibilities under Consumer Protection Law and how it impacts on customer
service delivery.
Response
7. Explain why it is important to have a clear refund and cancellation policy and what is required if there are
potential price increases.
Response
8. Describe the importance of providing accurate product information to customers in order to provide
quality customer service.
Response
9. In order to provide quality customer service, it is important to establish your target market. Provide 4
questions you should consider when developing a clear customer profile.
Response
1.
2.
3.
4.
10. Why is consistency crucial to providing quality customer service?
Response
11. Describe five common principles of customer service in detail.
Response
1.
2.
3.
4.
5.
12. Suggest three service standards to encourage quality customer service for your specific industry.
Response
1.
2.
3.
13. Describe 3 industry schemes aimed at improving customer service, including 1 relevant to your work area
Response
1.
2.
3.
14. Define continuous improvement and explain how this process contributes to effective customer service.
Response
15. Explain why it is essential to have an effective complaint handling procedure.
Response
16. If you are faced with an escalating complaint, why is it necessary to involve management?
Response
17. List three ways you can set a positive example for customer service as a manager.
Response
1.
2.
3.
18. Why should specific preferences of regular customers be communicated and shared with all staff?
Response
19. It is necessary for service standards to be communicated to and followed by both new and old staff. Which
policies and procedures can be used to assist in setting standards? Provide 3 examples.
Response
20. List 10 examples of policies and procedures which are commonly used in organisations to set standards for
customer service:
Response
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
21. How can changes in technology affect the business’ customer service practices?
Response
22. How can management changes and organisational restructures affect the business’ customer service
practices?
Response
23. Describe three methods of formal and informal customer research you can implement to determine your
existing level of customer service.
Response
1.
2.
3.
24. You are reviewing feedback received from customers. List 4 aspects you will review and what this would
involve to evaluate responses critically.
Response
1.
2.
3.
4.
25. While you are working a shift, you witness an employee get into an argument with a customer regarding a
delay in service. You record the incident and notice that there has recently been an increasing number of
disputes between staff members and customers. What would this indicate to you in terms of processes in
place and processes potentially lacking?
Response
26. In order to improve the quality of customer service delivered by a business, the existing level of service
must be determined. List 4 ways of obtaining customer feedback about your level of service:
Response
1.
2.
3.
4.
27. List 2 things that must occur when a change or improvement needs to be implemented:
Response
1.
2.
28. Why is it important to communicate your policies and procedures to your staff and customers?
Response
29. List 3 common ways to make your policies and procedures readily available to your customers?
Response
1.
2.
3.
30. Answer the following questions in relation to the data report below:
The following data report provides you with a summary of customer surveys that were recently conducted for
the “Coloured Sands Resort”. There were 200 customers who participated in this survey. Each customer was
provided with a questionnaire. The data was analysed and entered in the format below to provide a summary
report.
You are required to review the summary, check the accuracy of figures and perform simple calculations to
reflect percentages. Analyse the provided data and identify areas that need further improvement and actions
by answering all questions below.
Scale Reception Room Service Restaurant Tours Seaside Entertainmen
and t
Housekeepin
g
Very Good (108) (36) (58) Buffet is (74) Good (74) good (88) the staff
Reception good tours access to the is excellent
service on (52) Lots of beach (80) Many
arrival is variety of (39) interesting
good. food Swimming activities for
(24) Excellent pool is nice. all
Good (80) (22) (66) Very (64) good (40) all good (32) very
good food. organisation good
of tours entertainmen
t options
Not Good (6) Rooms are (30) (4) didn’t like
too small expensive the beach
(56) Towels tours side
are dirty
(10)
housekeeping
staff not able
to help
(46) Rooms
are not very
clean.
No 12 24 32
Comment
Total 200 200 200 200 200 200
a. Express the responses collected as percentages in each category (very good, good, etc.).
Reception Room Service Restaurant Tours Seaside Entertainment

and
Housekeeping
Very Good
Good
Not Good
No
Comment
b. Provide a critical reflection on each department outlining which service aspects and operational
factors you should further investigate to help improve customer satisfaction. (For example why
have some customers not commented – how could this improved, e.g. by providing incentives; is
the survey specific enough to provide feedback fo r specific areas?)
Response
c. Suggest a suitable customer service strategy that can be implemented in the department which
you have identified as the major problem area to improve the customer service practice in that
area/department. Who should be involved and what would this require in terms of
participation/involvement and communication?
Response
31. Which of the following recruitment practices would not have a direct impact on planning for quality
customer service?
a. Asking about the customer complaint handling experiences

b. Checking on written references claiming exceptional customer service
c. Role plays dealing with conflict in group interviews
d. Identifying Spelling mistakes in cover letter
Your Answer :
Part B - Case Study and Policy Development
Mr and Mrs Jones were looking forward to celebrating their 5 th wedding anniversary in style and had great
plans for their special evening. Mr Jones decided to book a table for two for dinner at the recently refurbished
“Cape Lighthouse”, a restaurant with commanding views over the Coral Sea. To ensure a nice table with views
for this occasion, Mr Jones had contacted the restaurant 2 months prior to make a reservation with a male
staff member who appeared to be very professional. The booking was then confirmed by telephone with Alex,
a waitress, 1 week prior to the booked date.
On their anniversary Mr and Mrs Jones arrived at the restaurant; however, they found there was no booking in
their name. Staff were unable to locate any booking information. Mr Jones was asked whom he had spoken to,
to make the reservation and provided the details of staff; however, this was somehow shrugged off and they
were asked to wait at the entry to “see whether a table could be arranged”.
As it was a Friday night the restaurant was very busy. Mr and Mrs Jones had to wait 15 minutes before they
finally were led to a small table the back of the restaurant near the kitchen doors.
After a further 15 minutes they were attended to by a drink waiter who took their order for an aperitif. The
Joneses placed their food and wine order and their entrees arrived after 30 minutes. The white wine to go
with the entrees did not arrive and the drinks waiter seemed to ignore their eye contact.
The main course for Mr Jones arrived within 5 minutes after the entrees had been cleared, however Mrs
Jones’ meal did not arrive for another 20 minutes.
Mrs Jones was very upset with the service and was almost on the verge of leaving.
When Mr and Mrs Jones went to pay the cheque on their way out, Mrs Jones was expecting an apology from
the restaurant staff with regards to their booking and the delay in the service, unfortunately no one was
around even to talk about it.
Mr and Mrs Jones decided that this was the last visit ever at this establishment. They definitely would tell their
family and friends about their dining experience at “Cape Lighthouse”.
Your task: Address each of the following questions relating to the case study.
1. Identify Mr and Mrs Jones’ customer needs and expectations in this case study. What would a
customer expect not only on an important occasion like the mentioned anniversary but on each
occasion when visiting an establishment?
Response
2. What could be the likely effects of this incident for the business and custom down the track if the
customer service issues are not addressed?
Response
3. You are the General Manager of the Cape Lighthouse and the experience of Mr and Mrs Jones has
come to your attention.
You are determined to make contact with the customer to attempt to resolve the issue and achieve a
positive outcome. Draft a letter which clearly outlines the steps you will undertake to contact Mr and
Mrs Jones and how you will try to solve the issues. (This could be used as guidance for a telephone
conversation for contact).
Response
4. Considering Mr and Mrs Jones’ recent experience, it is important to assess if there are recurring issues
with customer service at the Cape Lighthouse. How will you determine if this is a one-off issue or if
there are persistent problems? Outline your approach.
Response
5. You are required to develop a policy and procedures for three of the following problem areas which
were evident:
a. Bookings
b. Staff Presentation / Greeting / Hosting
c. Reporting requirements / staff hierarchy (General Responsibilities and who is to be contacted in
case of an issue – if your industry sector varies [events, cookery, tourism, accommodation] you
may use the hierarchy which is commonly relevant to that industry sector)
d. Customer Service Procedures for Service (Orders, timelines, attendance)
e. Dealing with complaints
Each policy needs to include:
o The policy name

o The aim or purpose
o The details of what is included
o The procedures included to achieve the purpose
o What are the requirements to train staff to be able to perform the procedures?
o How will this policy and its effectiveness be monitored and evaluated?
o To whom will this policy be made available? How?

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Assessment Coversheet CQI-FRM028

Student Name: Student Number:

Assessment Type: ☐ Task 1 QUIZ ☒ Task 2 Short Answers ☐Task 3 PRACTICAL

Student signature: Date:

(Assessor completes the below)

☐ Student provided with feedback

☐ Student provided with feedback

Individual Assessment Task: Satisfactory ☐ Not satisfactory ☐ Date:

Assessor name: Assessor signature:

 principles of quality customer service

Place/Location where assessment will be conducted

Instructions for assessment including WHS requirements

Task Attempt 1 S/NS Attempt 2 S/NS

Your task: Provide a detailed response to each of the following questions.

10. Why is consistency crucial to providing quality customer service?

11. Describe five common principles of customer service in detail.

15. Explain why it is essential to have an effective complaint handling procedure.

Scale Reception Room Service Restaurant Tours Seaside Entertainmen

Reception Room Service Restaurant Tours Seaside Entertainment

a. Asking about the customer complaint handling experiences

Each policy needs to include:

o The policy name

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