RAMANDEEP KAUR MANN

IMP11403
SITXCCS008 - Develop and manage quality customer service practices

Project D

Learner assessment guide and evidence

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.
 You are to provide answers to each of the questions in a separate document using MS Word or similar
word processing tools. Your document should be professionally formatted with question retyped and
answered,
You must answer all questions satisfactorily to achieve competency in the unit.

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.

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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 organization is a cafe situated in the parent which has a hued customer base. Its location is
very suitable because it is situated in the area which is highly populated and the cafe has various
regular customers because the working professionals switch less to any other place. The
youngsters and the working professional are connected with us.

2. Customers’ needs and expectations

What type of customers does your business attract? What are their expectations?
 Our business attracts the youngsters and the working men because our team is highly dedicated
to provide the customers fast service and new dishes which are highly expected by the
youngsters.

3. Customer service evaluation process

Explain current methods used to assess customer satisfaction levels and gain feedback.
 Make sure to take regular feedbacks from the customers about the drinks and other items we
serve and also about the services of our staff.

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.
 The people now a days prefer to stay at home and eat fresh food and have drinks. We must need
to check the safety of the things produced, ensure their cleanliness and start a business of
providing door step delivery so that our customer base is not distorted.

5. Customer survey

Create a customer survey for your organisation and gain customer feedback on the current products and
services offered by your organisation.

Copy the survey and ask three customers to complete the paper-based survey. Submit these with this
assessment.

CUSTOMER SURVEY 1
FOOD

Example: Portion size

(E.g.) Needs Average Good Excellent

improvement
1 2 3 4
Beverages

Taste

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CUSTOMER SURVEY 1
Look

Portion size
2

Quality

SERVICE

Waiting time

Delivery

Customer service

VENUE
Cleanliness

Lightning

Comfortable

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CUSTOMER SURVEY 1
Other comments:
The cafe must improve the delivery services as most of the people requires to have the food and drinks at
their doorstep. The cleanliness is good. The new look and innovations must be brought to the organisation.

CUSTOMER SURVEY 2
FOOD

Example: Portion size

(E.g.) Needs Average Good Excellent

improvement
1 2 3 4
Beverages

Taste

Look

Portion size
2

Quality

SERVICE

Waiting time

Delivery

Customer service

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CUSTOMER SURVEY 2
3

VENUE
Cleanliness

Lightning

Comfortable

Other comments:
The cafe must improve the delivery services as most of the people requires to have the food and drinks at
their doorstep. The cleanliness is good. The new look and innovations must be brought to the organisation.

CUSTOMER SURVEY 3
FOOD

Example: Portion size

(E.g.) Needs Average Good Excellent

improvement
1 2 3 4
Beverages

Taste

Look

Portion size

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CUSTOMER SURVEY 3
2

Quality

SERVICE

Waiting time

Delivery

Customer service

VENUE
Cleanliness

Lightning

Comfortable

Other comments:
The cafe must improve the delivery services as most of the people requires to have the food and drinks at
their doorstep. The cleanliness is good. The new look and innovations must be brought to the organisation.

6. 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.

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 The customer is satisfied with the food and drinks provided.
 They are satisfied with the quality of the food.
 The service provided to them is appreciable.
The recommendations they made is to start the delivery process on a large scale so that they can
enjoy our meals at their doorstep.

7. Develop customer service policies/procedures

Research and develop customer service policies and procedures for at least three 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.

Use table provided below as a sample to record your answers and submit to your assessor.

Customer service policy – Business area 1

Area of focus: Greeting, farewelling and acknowledging customers
Purpose:
Outline the purpose of the policy/procedure.

 The purpose of greeting is to create the sense of belongingness in the customers so that they stay loyal to us
and does not choose any other firm over us.

Standards:
Outline the standards that employees must adhere do.

 To greet is to talk with a smile on your face.

 Staff is properly dressed and talk in a formal way.
 Try get to know their taste and preference at the point they visit you.
 Ask for feedback but your voice should be very polite.
Procedure:
Outline the specific procedures they should follow.

 Staff should be properly trained about how to deal with the customers and how to deal with the situation if
any problem arises.
 In the case, if a customer puts forward a problem to you, the staff should ask the manager to talk to them
and get their query solved.

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Customer service policy – Business area 1
Monitoring/feedback:
Outline how you will get feedback from customers about this procedure, or how it will be monitored.
 Whenever a new customer arrives, his feedback must be taken. In this way their tastes and preferences are
known and their reviews to bring any change are known. So, by checking them, we analyse if they are the
right suggestions or not. If so, we work on them and get ourselves updated.

Customer service policy – Business area 2

Area of focus: customer complaints
Purpose:
Outline the purpose of the policy/procedure.
 To know the customer complaints about any of the services and the food and drinks so that every complaint
is entertained and customer satisfaction can be provided.

Standards:
Outline the standards that employees must adhere do.
 If the customer gets a complaint, don't get aggressed.
 Listen to the customer patiently.
 Try solving the problem on your behalf.
 If the problem is not under your department, then let them meet with the manager and get their problem
solved.

Procedure:
Outline the specific procedures they should follow.
 The policies written for which complaints have to be entertained and which are not must be clear to the
employees.
 Ensure that the complaint is actually our mistake.
 If not, make them clear with their responsibilities and draw their attention where they lack in
understanding.
 Make sure to stay polite with them at every stage.
Monitoring/feedback:
Outline how you will get feedback from customers about this procedure, or how it will be monitored.

 If the customer complaints are arrived, after solving it once, Check the satisfaction level of the customers
and have their feedback. If their problem is actually solved and they are satisfied, they can be our loyal
customers for the next many years.
 If the customer for any reason didn't get satisfied, make sure that we monitor the whole process once again
and know where we lacked actually so that in future it is easy for us to solve the same kind of problem and
make the customer satisfied.

Customer service policy – Business area 3

Area of focus: presentation

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Purpose:
Outline the purpose of the policy/procedure.

 The purpose is to know about the presentation of the food and services provided in our cafe.

Standards:
Outline the standards that employees must adhere do.

 The staff must follow the dress code.

 The staff must present the food in order it is already decided.
 The staff should be capable of making any changes at the time if requested by a customer. For e.g., if a
customer wants to have fries in a basket rather than the glass cup, then their requirement is to be fulfilled. So,
make sure you have 2-3 options to provide them.
Procedure:
Outline the specific procedures they should follow.

 They should follow the cleanliness guidelines. They should be in proper get up as told by the manager. They are
expected to look neat and clean all the time in the cafe hours. This includes the proper iron of the clothes, gloves
on the hands, full sleeve shirts etc.
Monitoring/feedback:
Outline how you will get feedback from customers about this procedure, or how it will be monitored.

 Once the staff is done with the presentation, ask for the feedback when customer is about to leave and have a
short convo with a pretty smile on the face. Make sure that they feel like they are important to us.

Task 2: Staff meeting agenda

Task 2.1: 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, 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: 10:00 AM
MEETING ARRANGED BY: DAVID(MANAGER)
MEETING ATTENDEES: JOHN(CLEANER), MAC AND PERRY (DELIVERY AGENTS), BOSH(PRESENTER), TOM (HEAD OF DEPARTMENT)

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MEETING AGENDA

PREPARATION FOR MEETING

THE PRESENTATION IS MADE ABOUT THE RESEARCH CARRIED OUT AND THE PRESENT SCENARIO IS SHOWN TO THE WORKERS AND THE
AREA FULL OF OPPORTUNITIES IS SHOWN.

POLICIES AND PROCEDURES ARE FORMULATED FOR THE CLEAR UNDERSTANDING OF THE STAFF. THE DRESS CODE, THE WORKING HOURS,
THE COST AND THE PROCEDURE TO SOLVE QUERIES IS SPECIFIED.
.
THE STANDARDS TO WORK WITH IN THE WORKPLACE ARE PREPARED AND WRITTEN ACCORDING TO THE CUSTOMER NEEDS.
AGENDA ITEMS

THE PERSON WHO ARE INVITED TO THE MEETING ARE CROSS CHECKED THAT WHETHER THEY ARE INFORMED OR NOT.
THE AGENDA IS TO DISCUSS ABOUT GREETINGS, PRESENTATION AND CUSTOMER COMPLAINTS.
THE STAFF NEEDS TO TAKE CARE THAT THE CUSTOMER SATISFACTION IS PRIOR TO US AND THE DELIVERY PERSONS NEED TO MEET THE
TARGETS THAT THEY WILL AUTOMATICALLY RECEIVE DAILY SO THAT EVERY PERSON CAN ENJOY THE DOOR STEP DELIVERIES AND OUR
CUSTOMER BASE GETS EVEN MORE STRONGER.

THE DRESS CODE IS ONCE MORE REVISED. NOT A SINGLE MEMBER OF THE STAFF SHOULD WEAR ANY OTHER DRESS MATERIAL AS
DESCRIBED TO THEM.
ACTION ITEMS/OUTCOMES FROM MEETING
OUTCOME RECEIVED IS EVERY MEMBER LEARNT THEIR TASKS AND THE NECESSITIES THEY MUST FOLLOW.

IF ANY PERSON WANTS ACCREDITATION, THEY MUST VISIT TO TOM AND THE REST OF THE PROCESS WILL BE CARRIED OUT.

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?
Ans: According to me, the face-to-face meetings are the best way to communicate these things because
the staff is aware at that time and pays attention. Pether way can be to send email so that we can
ensure that every person has been informed about the same.

Q2: How will the new customer service policies/procedures be made available to your customers?
Ans: These will be made all. by following procedures-
1) These can be pasted on the places which are highlighted or even their tables.
2) They can be put in all contracts provided to the customers.
3) Customers can check on their bill received.
4) Customers can have them on the company’s webpage.

Q3: How will the new customer service policies/procedures be made available to your staff?
Ans: They can be made available to the staff as-
1) By providing them in detail on the intranet.
2) By providing the detailed summary in staff manuals.

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3) By listing them in every contract made with the customer.
4) By placing them in folders of central location.

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.

Use table provided below as a sample to record your answers and submit to your assessor.
MONITORING CUSTOMER SERVICE CHECKLIST
Customer service checklist Yes No
Cleanliness 

Waiting time reduced 

Food presentation 

Delivery system 

New menu 

Professionalism 

Complaints solving 

Customer satisfaction 

Feedback

According to the checklist maintained, the cafe needs to improve the delivery
system as well as change the presentation styles. They are very old styled and are
working from a long period of time. It needs an updating. Rest everything is
excellent.
Task 5: Question and answer

Evaluate the team member you monitored over the four different service periods in Task 4: Monitor
customer service practices.
Q1: Were there any customer service areas in which the staff member had issues?
Ans: staff member maintained everything excellently but in order to present their food and services, they
had some issues.

Q2: What customer service skills gaps does the staff member have?
Ans: The skills gap in the staff members include the communication difference, their body languages,
learning capability and adapting to new kind of scenario.

Q3: Identify areas of improvement for the staff member’s customer service skills.
Ans: There must be improvement in the presentation and delivery system. The delivery system is not yet
maintained so there are some issues regarding it. So, the areas of presentation and delivery needs
some improvement.

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Q4: What training would you provide to the staff member to improve their customer service
performance?
Ans: Training must include-
1) WHS policies.
2) Standard of the work.
3) Workplace procedures followed.
4) Customer service.

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?
Ans: The change is required to be circulated among all the workers through any communication channel
such as email, internal communication system.
Other way is to arrange the emergency meeting within the workplace and communicate the require
changes.

Q6: How do you identify customer service performance gaps so you know when you need to initiate
training?
Ans: You need to check the actual performance with your desired performance i.e., you must compare
your performance with the KPIs. The no. of complaints arising, internal reviews are checked while
measuring performance gaps to initiate training.

Q7: How do you seek ongoing feedback from your colleagues and customers about how the new
practices are going?
Ans: The feedbacks can be drawn as –
1) By general discussions.
2) Arranging meetings.
3) Suggestion board.
4) By annual performance review

Q8: How will you evaluate the feedback you gather?

Ans: It can be analyzed by data analysis. Properly checking the feedbacks received and reviewing the
complaints. The staff meetings should be arranged regularly so as to overcome the founded
issues.

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