Final Assignment - Docm

STUDENT ASSESSMENT
BOOKLET
SIT50416
Q UALITY CUSTOMER SERVICE
SITXCCS007 E NHANCE CUSTOMER SERVICE
EXPERIENCES
SITXCCS008 DEVELOP AND MANAGE QUALITY

CUSTOMER SERVICE PRACTICES
SITXCOM005 MANAGE CONFLICT
HARMANPREET KAUR
Student Name: __________________________________________________________________________
S20373
Student ID: _____________________________________________________________________________
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Assessment Overview......................................................................................................................................... 4
Assessment plans............................................................................................................................................... 5
Assessment Task Cover Sheet – Assessment Task 1......................................................................................... 7
Assessment Task 1: Written questions................................................................................................................ 9
Assessment Task Cover Sheet – Assessment Task 2.......................................................................................13
Assessment Task 2: Project.............................................................................................................................. 15
Assessment Task 3: Workplace observations................................................................................................... 21
Assessment Task 4: Case study........................................................................................................................ 25
Assessment Task 5: Role plays......................................................................................................................... 31
Assessment Task 6: Evaluation......................................................................................................................... 38
Part A............................................................................................................................................................. 38
Part B............................................................................................................................................................ 39
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Assessment Overview
This Student Assessment Booklet includes all your tasks for assessment of.
About your assessments

This unit requires that you complete 6 assessment tasks.You must complete all tasks to achieve competency
for this unit/the units in this topic.
Assessment Task About this task
Assessment Task 1: Written questions You must correctly answer all questions in this task to show
that you understand the knowledge required of this topic.
Assessment Task 2: Project For this task you are required to complete a template to
demonstrate the knowledge required for this topic in relation
to the hospitality industry and your workplace.
Assessment Task 3: Workplace For this task your assessor will visit your workplace to
observations observe you interacting with customers. You will also be
asked some verbal questions relating to this topic and will
need to demonstrate customer complaint procedures.
Assessment Task 4: Case study This project has two parts:

 Part A requires you to do some research and develop
customer service policies and procedures for three
different areas of business that meets industry standards.
 Part B requires you to monitor and adjust policies and
procedures to ensure quality customer service delivery.
Assessment Task 5: Role plays For this task you are required to complete seven role plays to
demonstrate your communication, complaints resolution and
conflict management techniques.
Assessment Task 6: Evaluations This project has two parts:

 For Part A you are required to send an evaluation report
to management.
 For Part B you are required to update policies and
procedures as outlined in Part A‘s report and initiate
training arrangements for employees.
How to submit your assessments
When you have completed each assessment task you will need to submit it to your assessor.
Instructions about submission can be found at the beginning of each assessment task.
Make sure you photocopy your written activities before you submit them – your assessor will put the documents
you submit into your student file. These will not be returned to you.
Assessment Task Cover Sheet
At the beginning of each task in this booklet, you will find an Assessment Task Cover Sheet. Please fill it in for
each task, making sure you sign the student declaration.
Your assessor will give you feedback about how well you went in each task, and will write this on the back of
the Task Cover Sheet.
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Assessment appeals
You can make an appeal about an assessment decision by putting it in writing and sending it to us. Refer to
your Student Handbook for more information about our appeals process.
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Assessment plans
The following outlines the requirements of your final assessment for this unit. You are required to complete all
tasks to demonstrate competency for the unit/s in this topic.
Your assessor will provide you with the due dates for each assessment task. Write them in the table below.
Assessment Requirements Due date
1. Written questions 14 August 2020
2. Project 14 August 2020
3. Workplace observations 14 August 2020
4. Case study 14 August 2020
5. Role plays 14 August 2020
6. Evaluations 14 August 2020
AGREEMENT BY THE STUDENT

Read through the assessments in this booklet before you fill out and sign the agreement below. Make sure
you sign this before you start any of your assessments.
Have you read and understood what is required of you in terms of assessment? Yes No
Do you understand the requirements of this assessment? Yes No
Do you agree to the way in which you are being assessed? Yes No
Do you have any special needs or considerations to be made for this assessment?  Yes  No
If yes, what are they?
________________________________________________________________________________________
Do you understand your rights to appeal the decisions made in an assessment? Yes  No
Student name: HARMANPREET KAUR
Student signature: Harmanpreet kaur Date: 14August 2020____________________
Assessor name: ___________________________________________________________________________
Assessor signature: ______________________________________________ Date: _____________________
Assessment Task Cover Sheet – Assessment Task 1
Students: Please fill out this cover sheet clearly and accurately. Make sure you have kept a copy of your work.
Name: Harmanpreet kaur
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Date of submission: 14 August 2020
Topic: Quality Customer Service

Units:
 SITXCCS007 Enhance customer service experiences
 SITXCCS008 Develop and manage quality customer service practices
 SITXCOM005 Manage conflict
Assessor to complete
Was this a
Satisfactory/ resubmission
Assessment Task Not satisfactory Date ? Y/N
Written questions
STUDENT DECLARATION
I harmanpreet kaur _declare that these tasks are my own work.
 None of this work has been completed by any other person.

 I have not cheated or plagiarised the work or colluded with any other student/s.
 I have correctly referenced all resources and reference texts throughout these assessment tasks.
 I understand that if I am found to be in breach of policy, disciplinary action may be taken against me.
Harmanpreet kaur. Change font which will

Student signature:
look like signature .
Student name: HARMANPREET KAUR
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ASSESSOR FEEDBACK
Assessors: Please return this cover sheet to the student with assessment results and feedback.
A copy must be supplied to the office and kept in the student’s file with the evidence.
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Assessor signature: ________________________________________________________________________
Assessor name: ___________________________________________________________________________
Date: ___________________________________________________________________________________
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Assessment Task 1: Written questions
TASK SUMMARY
You are to answer all written questions.
RESOURCES AND EQUIPMENT REQUIRED TO COMPLETE THIS TASK

 Access to textbooks and other learning materials.
 Access to a computer, printer, Internet and email software (if required).
 Access to https://www.accc.gov.au/business/treating-customers-fairly/consumers-rights-obligations#don-t-
mislead-consumers-about-their-rights
WHEN AND WHERE DO I NEED TO COMPLETE THIS TASK?

 This task may be done in your own time as homework or you may be given time to do this task in class
(where applicable).
 Your assessor will provide you with the due date for this assessment.
WHAT DO I NEED TO SUBMIT?

 Your answers to each question in this task.
INSTRUCTIONS
 This is an open book test – you can use your learning materials as reference.
 You must answer all questions in this task correctly.
You must answer the questions bytyping your answers in Microsoft Word or a similar program – your assessor
will advise as to whether you must email them your completed assessment, submit the file on a
QUESTION 1.
a) List five principles of enhanced customer service experiences.
To ensure you provide the best customer service:
1. know what your customers consider to be good customer service

2. take the time to find out customers' expectations
3. follow up on both positive and negative feedback you receive
4. ensure that you consider customer service in all aspects of your business
5. continuously look for ways to improve the level of customer service you deliver.
b) What are five principles of positive communication?
1. Have a goal
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2. Listen
3. Adjust to your medium
4. Stay organised
5. Be Persuasive
c) What are five benefits to a business of enhanced customer service experiences and positive
communication?
1. Ensure That Your Idea Is Relevant

2. Frame Your Perspective
3. Choose Your Medium
4. Why not be an anthropologist
5. Last But Not The Least, Always Be Passionate
QUESTION 2.
What are three techniques that can be used throughout the service experience to anticipate and determine
customer preferences, needs and expectations?
Techniques:
1. Look for the next problem to solve, not which product to sell.
2. Pay attention and mine the future demand from the next needs of current customers.
3. Let customers try before they buy.
Methods to Identify Customer Needs:
1. Focus Groups
2. Social Listening
3. Keyword Research
Meeting customer needs is crucial for any business looking to retain and attract new customers. Because, as
important as the discovery phase is, knowledge about what your customer needs from you is only as good as
the way you use it.
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QUESTION 3.
What are three ways customer feedback can enhance the service delivery provided by business?
1) Adding credibility
Positive feedback is a great way of counteracting the effects of negative commentary, and can help to increase
your businesses performance. You can add positive reviews and testimonials to your website, increasing the
credibility, trustworthiness and integrity of your products and services.
2) Increasing sales
E-commerce works best when people trust a website, seller or brand, and honest reviews – which are highly
visible – are one of the most effective ways of increasing trust.
Think about when you last shopped online. Did you read reviews first? Did the reviews hold any influence over
your ultimate decision? Would you ever buy from a vendor who wasn’t showing any feedback? These are all
important considerations you probably make without even realising – and your customers are thinking in the
same way.
3) Showing you’re responsive
Negative feedback can sometimes be good. Allowing negative comments your website and social media pages
reduces the likelihood of them springing up elsewhere, and also gives you an opportunity to redeem yourself,
replying with a polite, personalised and thorough response.
This is a great PR move as it shows your customers (as well as the person feeling aggrieved) that you value
their opinion, accept responsibility and are actually listening to the feedback they’re giving.
QUESTION 4.
Provide an example for each scenario of how the following extras and add-ons may be offered to customers:
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Additional destinations Additional places to visit within a pack
Additional tours or cruises Additional tours and cruises within a pack
Cocktails and liqueurs to enhance the dining Availability of liqueurs and cocktails
experience
Coordination services at events and conferences Assistance at events and meetings
Entrance to events, festivals and entertainment Arrangement of tickets, and schedules

scheduled during customer stay at destination
Entrance to major attractions at destination Prime destinations
Extra food items Extra food items with ordered food
Flight fuel emissions offset fee Offsetting flight fuel fees
Local guiding services Local guide assistance during visits
Optional meals and dining experiences Customised dining experience
Prepayment of baggage charges Advance payment of baggage
Prepayment of in-flight meals Advance payment of flight meals
Pre-travel seat selection Seat selection in advance
Private car transfers in lieu of regular Availability of private cars as taxi

transportation options
Special offers or packages Discounts on packages
Specialised styling for events Customised events booking
Storage for luggage after check-out Extra luggage storage
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Travel insurance Travel insurance for life cover
Upgraded accommodation and flights Quality fights and hotels
Wine or boutique beers to match meals ordered Availability of beer with specified meals
QUESTION 5.
a) What are three signs that there may be conflict between work colleagues?
Have a look at the ten common signs of conflict below:
Body language – A person’s body language is one of the most common ways to tell whether something is
amiss. Often, people do not realise the body language they adopt, so focusing on body language can be
essential in recognising if an employee is bottling a problem up.
Behavioural changes – Changes in normal behaviour show that something is wrong. For example, people may
withdraw from situations, not contribute, and remain quiet, even though this is out of their usual character.
Clique formation – Employees should always work together as a team for the benefit of the company. If you
notice a division of the team into obvious groups, this may indicate a conflict between certain people. This
also applies if you see people taking sides or ganging up on others.
b) In terms of conflict theory, briefly describe the following stages:
Latent Stage: Participants not yet aware of conflict
Perceived Stage: Participants aware a conflict exists
Felt Stage: Stress and anxiety
Manifest: Conflict is open and can be observed
Aftermath: Outcome of conflict, resolution or dissolution

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QUESTION 6.
a) In relation to conflict theory, what are three levels of conflict that can exist within an organisation?
Individual Level Conflict:
Management should keep in mind that all individuals have conflict within themselves. Conflict arises within an
individual whenever his drives and motives are blocked or he is confronted with competing roles and goals
and he is unable to take decisions.
Interpersonal Conflict:
Interpersonal conflict involves conflict between two or more individuals I and is probably the most common
and most recognized conflict. All conflicts are basically interpersonal conflicts because most of the conflicts
involve conflict between a person in one organisation or a group and another person in another organisation
or a group.
Inter Group Conflict:
Conflicts between different groups in the organisation are known as intergroup conflicts. Inter-group conflict
may also be stated in terms of organisational conflict.
b) What may be contributing factors to conflict in a workplace? Describe three factors.
● The nature, aims and objectives of a job

● Differing expectations about how things should be done
● Work conditions and wages
QUESTION 7.
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In relation to conflict theory, what are three possible results of conflict that can exist within an
organisation?
Task Interdependencies. The first antecedent can be found in the nature of task interdependencies. In
essence, the greater the extent of task interdependence among individuals or groups (that is, the more they
have to work together or collaborate to accomplish a goal), the greater the likelihood of conflict if different
expectations or goals exist among entities, in part because the interdependence makes avoiding the conflict
more difficult. This occurs in part because high task interdependence heightens the intensity of relationships.
Hence, a small disagreement can very quickly get blown up into a major issue.
Status Inconsistencies. A second factor is status inconsistencies among the parties involved. For example,
managers in many organizations have the prerogative to take personal time off during workdays to run
errands, and so forth, whereas non managerial personnel do not. Consider the effects this can have on the
nonmanagers’ view of organizational policies and fairness.
Communication Problems. Suffice it to say that the various communication problems or ambiguities in the
communication process can facilitate conflict. When one person misunderstands a message or when
information is withheld, the person often responds with frustration and anger.
QUESTION 8.
Briefly describe the following conflict resolution techniques:
▪ Assertiveness: Being assertive is not the same as being aggressive; on the contrary, assertiveness means
standing up for what you believe. Assertiveness is expressing your thoughts, emotions, beliefs and opinions in
an honest and appropriate way.
▪ Negotiation: Negotiation is a method by which people settle differences. It is a process by which compromise
or agreement is reached while avoiding argument and dispute. In any disagreement, individuals
understandably aim to achieve the best possible outcome for their position (or perhaps an organisation they
represent).
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▪ Using appropriate communication: Communication is an ideal method to resolve our conflicts. It is
negotiating, understanding, delivering and listening. Once we realize our differences and agree to
communicate, we actually are agreeing to cooperate by addressing our proposals and demands logically rather
than inviting rage and delirium.
QUESTION 9.
When may the following persons need to be involved in conflict situations? REDO this all questions make it
more clear.
▪ Counsellors : Work style differences
▪ Internal security staff : Cultural-based dissension.
▪ Mediators : Interdependency-based conflict
▪ Other staff members : Interdependency-based conflict
▪ Police: Leadership conflict
▪ Senior staff. : Leadership conflict
QUESTION 10.
a) What are possible causes of conflict in the tourism, travel, hospitality and event industries and their
typical causes? Discuss three.
you need to work on this question not enough. your answer is right, but I need point based.
Example :-
1. There may be conflict trying to meet demands of celebrities performing at
events.
In tourism, hospitality, travel:
In the hospitality industry, conflict may arise with: customers, suppliers, and coworkers. Dissatisfied customers
are often the source of conflict. The reason for their dissatisfaction may not make sense to you but does to the
customer involved.
b) What are three possible causes of conflict between staff in these industries?
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● poor communication.
● poor work environment.
● bullying and harassment.
QUESTION 11.
If a customer makes a cancellation, what are three requirements that will apply for a cancellation fee to be
legally binding?
agreeing to pay for a service (whether it be via booking an appointment or booking a service such as a hotel
room) equates to entering into a verbal contract. As with any contract, these agreements come with terms
and conditions to which you are bound, including any cancellation policy.
If a business has a cancellation policy in place, especially one involving cancellation fees, it is their
responsibility to bring the policy to your attention at the time of booking their service. It is important that you
make yourself aware of all terms and conditions of their policy prior to agreeing to pay for any such service.
QUESTION 12.
If a business provides information to a customer about an impending price rise in an attempt to induce
them to buy a product or service, what criteria must this information comply with in order to be legal under
the Australian Consumer Law?
It is illegal for a business to engage in conduct that misleads or deceives or is likely to mislead or deceive
consumers or other businesses. This law applies even if you did not intend to mislead or deceive anyone or no
one has suffered any loss or damage as a result of your conduct.
QUESTION 13.
What is the only condition under the Australian Consumer Law where a customer is entitled to ask for a
replacement or refund for a product they have received?
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If the goods or service does not meet a consumer guarantee (e.g. where goods are not of acceptable quality),
your customer has the right to ask for a refund, replacement or repair where the goods or service is under
$40,000.
QUESTION 14.
Under the Australian Consumer Law what three things must the supplier of a service guarantee?
● be provided with acceptable care and skill or technical knowledge and taking all necessary steps to
avoid loss and damage
● be fit for the purpose or give the results that you and the business had agreed to
● be delivered within a reasonable time when there is no agreed end date.
QUESTION 15.
List five guarantees that a business gives when supplying goods or services according to Australian
Consumer Law.
● bundled products and services

● gifts with proof of purchase
● sale items
● online products and services bought from Australian businesses
● second-hand products from businesses, taking into account age and condition.
What do I need to hand in for this task? Have I completed this?

Your answers to each question 

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Date of submission: 14 August 2020

Units:
Was this a
Project
STUDENT DECLARATION
I Harmanpreet kaur declare that these tasks are my own work.

Student signature: Harmanpreet kaur
Student name: Harmanpreet kaur
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ASSESSOR FEEDBACK
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Assessor name: ___________________________________________________________________________
Date: ___________________________________________________________________________________
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Assessment Task 2: Project
TASK SUMMARY
For this task you are required to complete a template to demonstrate the knowledge required for this topic in
relation to the hospitality industry and your workplace.

 A computer with Internet access and Microsoft Word or similar software.
WHEN AND WHERE SHOULD THE TASK BE COMPLETED?

(where applicable).
WHAT NEEDS TO BE SUBMITTED?

 Completed template with all parts filled in.
 Customer service standards of your workplace.
INSTRUCTIONS
This task requires you to answer questions related to where you work, have worked or have a work placement
in a hospitality service environment, by filling in the template provided. Some questions are general industry
related questions and some will be specific to your workplace. Copy this template into another Microsoft Word
(or similar) document and adjust the rows as necessary. Ensure you complete all parts of the template.
You may need to find out additional information from your supervisor, colleagues or from the staff intranet.
Ensure you have access to customer service policies and procedures and codes of practice that are industry
relevant from your workplace in order to answer specific questions. You will not be asked to include copies of
these policies and procedures, however you will need to reference them in your answers.
Policies, procedures and codes of practice need to include:
 Customer service standards
 Designated response times
 Presentation standards
 Customer surveys and feedback collection
 Recording and reporting customer feedback.
1. What main products and/or services does the industry in which this business operates provide?
1. The primary sector involves extracting and harvesting natural products from the earth (for example,
agriculture, fishing and mining).
2. The secondary sector consists of processing (for example, the processing of food stuffs produced by
agriculture), manufacturing and construction. That is to say, the secondary sector takes the
products from the primary sector and does something more with them.
3. The tertiary sector provides services, such as retail services, entertainment or financial services.
2. What are some of the professional service standards and protocols that are followed by the personnel in
this industry? Print a copy of the service standards of your particular business and attach with this
assessment task. Discuss how service standards are generally made available to customers in this
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industry.
Accuracy Standards
A tourist in the french city of Marseille, I once asked a guy on the street for directions. In passing, he said
“easy, down there” and pointed somewhere with a smile. I was delighted about the quick solution and
followed his finger. Soon I was mightily lost and figured how that guy just wanted to get it over with.
Quick is good but it’s not appreciated by customers if the answer is not correct. On the other hand, a slow
but correct answer might earn you some respect still, as Robert Johnston found .
Customer success ratio. The number of customers who found what they came for, compared to that of
customers who didn’t. No matter how great your service, you’ll get the latter. This metric tells you how
often and/or in which situations. You can define what a “success” is, the numbers will follow. High ratio =
successful customers.
Things gone wrong. A metric taken from the Lean Six Sigma approach , focusing on detecting holes in your
suit. It does so by tracking the number of complaints per 100 to 1,000,000 survey units, items sold,
customer interactions, or other. An accuracy standard for customer service could be '1 complaint about
inaccuracy on 1,000 service surveys'. Low value = efficient service.
3. Discuss the attitudes and attributes that are expected of employees in this industry.
Respect for Others
Respect in the workplace doesn't solely extend to the way employees interact with management. People
who have self-respect don't do managers' biding no matter what; they think for themselves and present
alternative ideas at times, but respectfully.
Infectious Enthusiasm About Life
Someone who is enthusiastic about life in general radiates a positive energy that rubs off on everyone
around her. She dives into every project with interest, eagerly learns new skills and ideas and quickly applies
them to her work. Some people are born with positive energy, but it can also be developed. Teach your staff
to approach every situation, positive or negative, as a challenge and an opportunity.
Commitment to the Job
Small businesses need employees who are not only committed to the goals and initiatives that affect the
bottom line, but who also are committed to their particular positions. Employees project a committed
attitude by showing a willingness to do whatever it takes to fulfill the duties of their positions and via the
development of new ideas to make the company even better. When committed individuals work together as
a team towards company goals, everyone benefits.
4. Discuss some of the different customer service needs and expectations you have come across.
Price
Price is how much a business charges for its product or service. Customers want a fair price when
purchasing a product or service. Usually, low prices will draw in many customers, although people
ultimately want value for money.
Quality
Quality relates to the standard of the product or service being offered. Customers always expect some level
of quality, no matter how much they pay for a product or service.
Choice
Choice is very important – many businesses have a range of products and/or services available to suit
different groups of customers. Customers have different needs and desires when buying items. They might
want different styles or sizes, or even completely different products altogether.
Convenience
Customers and consumers want convenience and are often willing to pay more for it. Convenience relates
to something being easier, quicker or generally less hassle for customers. An example of this would be
buying clothes or food online rather than travelling to a shop or takeaway
5. What customer loyalty programs are used in this industry? Describe how these loyalty programs work.
Point Program
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The point program is the most common program around the commerce world as it is the simplest one. It is
based on one simple principle: Spend more to get more. Every time a customer makes a purchase in-store
or on your website, they get a certain amount of points depending on the size of their purchase. These
points are translated into some type of reward. Whether it is a discount or a special customer treatment,
customers seem to work toward collecting a certain amount of points to redeem their reward.
A customer loyalty program is a relationship between a brand and customer. The company offers exclusive
products, promotions, or pricing; in return the customer agrees to “go steady” with the business through
repeat purchases or brand engagement.
6. Discuss how customer databases are used in this industry and some of their essential features.
The customer database provides them with the information to market to these individuals. Having a
customer database provides access to contact information. This allows appointments to be confirmed,
customers to be tracked, and clients to be contacted. Perhaps a phone call needs to be made or a letter
mailed.
A customer database is the collection of information that is gathered from each person. The database may
include contact information, like the person's name, address, phone number, and e-mail address. The
database may also include past purchases and future needs.
7. Discuss the designated response times for providing service and resolving complaints at your workplace.
In my non-virtual businesses, I have specific response times that our team is expected to follow. Whether it
be 12 hours or one business day, we have set times in which team members should respond to customer
inquiries. Of course, we expect discretion to be used. Some issues are critical or time sensitive and demand
response times far shorter than the standard.
On this blog, however, we have no set standards for responding to inquiries. And it is time we set some. We
receive numerous inquiries each week about guest posts, advertising, and other miscellany. And, to be
frank, we respond haphazardly at best.
We are going to be remedying that here by the end of this month; however, in the meantime, let’s talk a
little bit about response time and its importance to organizations.
Response time is simply the time between when a customer inquiry or contact is received and when it is
responded to. Response time can be looked at in two ways.
Actual response time is the real, calculable time between contact and response; perceived response time is
the view the customer has of the actual response time.
Perceived response time is ultimately how our performance is judged.
An important aspect of response time is that it is not only subjective to the individual, but it is industry and
context sensitive. Take a look at a few research facts that show the differences in consumer’s expectations
and views about response.
“On average, consumers are willing to wait a maximum of 13 minutes on hold when they contact a
customer service center by telephone.” AmEx 2012 Global CS Barometer (pdf)
“In person, consumers are willing to wait an average of 12 minutes for customer service help.” AmEx 2012
Global CS Barometer (pdf)
Researchers studying wait times at a bank in 1988 found “that customers overestimated their wait times by
23%.”
8. Discuss the complaints handling procedure making reference to the customer complaints policy.
Complaints handling procedure
Your procedure could include the following steps. Thank the customer for bringing the matter to your
attention. Apologise and accept ownership, don't blame others and remain courteous. Go through the
complaint in detail so you can understand exactly what the problem is.
At some stage your business is likely to receive a customer complaint. Dealing with it in a positive and
constructive manner will help to keep your customers.
In general customers who are unhappy with your product or service will not complain to you – but they will
complain to others and take their business elsewhere. Managing customer complaints and resolving them
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quickly will result in improved business processes and repeat business.
Complaints handling policy
Develop a complaints handling policy. It should include reassuring customers that you value their feedback
and you are committed to resolving their issues in a fair, timely and efficient manner.
It should also:
explain how customers can make a formal complaint
identify the steps you will take in discussing, addressing and resolving complaints
indicate some of the solutions you offer to resolve complaints
inform customers about your commitment to continuous improvement
Complaints handling procedure
Once you have developed a policy you can create a procedure for handling complaints. A procedure will
ensure complaints are dealt with the same way, every time. The procedure should be easy to understand
and follow by all your staff.
Your procedure could include the following steps.
Listen to the complaint
Thank the customer for bringing the matter to your attention. Apologise and accept ownership, don’t blame
others and remain courteous.
Record details of the complaint
Go through the complaint in detail so you can understand exactly what the problem is. Keep records of all
complaints in one central place or register. This will help you identify any trends or issues.
Get all the facts
Check that you have understood and recorded the details of the complaint correctly. Ask questions if
necessary.
Discuss options for fixing the problem
Ask the customer what response they are seeking; it could be a repair, replacement, refund or apology.
Decide if the request is reasonable.
Act quickly
Aim to resolve the complaint quickly. If you take a long time they tend to escalate.
Keep your promises
Keep the customer informed if there are any delays in resolving their request. Don’t promise things that you
can’t deliver.
Follow up
Contact the customer to find out if they were satisfied with how their complaint was handled. Let them
know what you are doing to avoid the problem in the future.
9. Where are the customer service policies and procedures kept; and how does management ensure that
staff are up-to-date in their knowledge of the policies and procedures?
As stated above (re: Professionalism), customer service reps should be expected to conduct themselves in a
way that is respectable, professional, and appropriate for the workplace, focusing more on issue resolution
and less on relationship building. While it is crucial to have fast resolution times, it is also essential to build
trust; find a balance that makes customers feel like they are talking to a real person while also getting their
concern dealt with quickly.
1. Meet with divisional leaders to ensure the policies and procedures being created are feasible for
individual departments.
2. Determine the best format of policies for your different audiences.
3. Make Policies and Procedures easily accessible to your employees.
4. Set deadlines for each policy and procedure to be acknowledged.
5. Determine the best way to measure the understanding your employees have of policies and procedures.
10. What promotional services are offered at your workplace?
Advertising — you can advertise your product, service or brand in newspapers, radio, television, magazines,
outdoor signage and online. Learn more about how to make your advertising successful.
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Personal selling or telemarketing — effective personal selling relies on good interpersonal and
communication skills, excellent product and service knowledge and the ability to sell product benefits to
prospective customers.
Publicity — created by sending media releases to print and broadcasting media, giving interviews to the
media and from word-of-mouth. Learn more about public relations.
Short-term sales promotions — market your product or service using coupons, competitions and contests.
Find out about the benefits of coupon websites.
Direct marketing — involves sending letters, emails, pamphlets and brochures to individual target clients,
often followed by personal selling or telemarketing. Learn more about direct marketing.
11. Discuss the procedures for dealing with the following:
a) Incorrect pricing or quotes
b) Delays or errors in providing products or services
c) Misunderstanding of customer requests
d) Escalated complaints or disputes
e) Other team members or suppliers not providing special requests
f) Misunderstandings or communication barriers
g) Unmet expectations of, or problems or faults with a service or product.
a) Incorrect pricing or quotes :
If an item is priced incorrectly on the shelf, or scans at the wrong price at the till, retailers are under no
obligation to honour it, under the Sale of Goods Act. They can offer the item at the correct price or refuse
your money and withdraw the product from sale.
b) Delays or errors in providing products or services
Develop a complaints handling policy. It should include reassuring customers that you value their feedback
and you are committed to resolving their issues in a fair, timely and efficient manner.
c) Misunderstanding of customer requests
The best approach here is to acknowledge both sides and quickly move on to a solution. Ask yourself, “What
is the true cost of the solution?” If the fix is easy, just do it. If not, negotiate on the side of generosity. Don't
let the details become more important than fixing the problem.
d) Escalated complaints or disputes
A customer escalation is a scenario where a customer is not pleased with an employee interaction and
wants someone at a higher level within the company to resolve the complaint. Escalations should be taken
seriously, because this means you have an irate or agitated customer on your hands.
e) Other team members or suppliers not providing special requests
Sometimes, customers just need to know that you’re listening. If they’re confused or have a problem, by
lending a listening ear, you’re showing that you care and that you’re not dismissing them.
f) Misunderstandings or communication barriers
A communication barrier is anything that prevents us from receiving and understanding the messages
others use to convey their information, ideas and thoughts.They can interfere with or block the message
you are trying to send.
g) Unmet expectations of, or problems or faults with a service or product.
Cover more solutions. Employees on the front line who deal with customers most often need to be armed
with a variety of solutions to common and potential issues.
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12. Discuss the methods of performing the following and provide an example for each.
a) Negotiating with suppliers on behalf of customers to get reduced rates or extra services for them.
h) Providing a service free of charge.
i) Providing a service at a reduced rate.
j) Providing discount vouchers to attend at a future time.
k) Providing an inexpensive add-on product.
l) Providing a small gift to a customer.
m) Providing special attention during the service period.
n) Providing special customer service delivery on next attendance.
a) Negotiating with suppliers on behalf of customers to get reduced rates or extra services for them.
Before you start negotiating, state the aspects of the deal you're happy with and the points you want to
discuss. Ask the supplier to do the same. Make sure both sides are satisfied with what is being negotiated.
Get the supplier to restate any discounts offered and payment terms.
b) Providing a service free of charge.
The amount of service charges you pay is based on the gross value of the flat, which is a percentage of the
total gross value of all the flats in the building. In simple terms the service charges are based on the size of a
property but not necessarily on the number of bedrooms that it has.
c) Providing a service at a reduced rate.
If you want to know how to determine pricing for a service, add together your total costs and multiply it by
your desired profit margin percentage. Then, add that amount to your costs. Pro tip: Consider your costs,
the market, your perceived value, and time invested to come up with a fair profit margin.
d) Providing discount vouchers to attend at a future time.
Instead of Using Sales to Attract New Customers, Focus on Loyalty Discounts for Existing Customers.
e) Providing an inexpensive add-on product.
Adding value to a product or service helps companies attract more customers, which can boost revenue.
Value-added is the difference between a product's price and the cost of producing it. Value can be added in
different ways, such as adding a brand name to a generic product or assembling a product in an innovative
way.
f) Providing a small gift to a customer.
Personalize the gift. John sells some high-end kitchen knives. One of his favorite gifts is to give a big butcher
knife with a personalized engraving on the blade. The one John gave me reads: For the Hyken Home. Very
classy!
g) Providing special attention during the service period.
SMILE. “A smile alone doesn't guarantee excellent customer service, but excellent customer service almost
always starts with a smile.”
h) Providing special customer service delivery on next attendance.
Establish a knowledge foundation. Government departments can only deliver on knowledge that they have.
13. How are financial constraints of the organisation and the profitability of the sale taken into consideration
when making the decision to provide customers with free or discounted services? Provide an example of
making a decision about the profitability of providing a service free of charge or at a reduced rate and
include calculations in your answers.
In addition to setting a pricing objective, a firm has to look at a number of factors before setting its prices.
These factors include the offering’s costs, the customers whose needs it is designed to meet, the external
environment—such as the competition, the economy, and government regulations—and other aspects of
the marketing mix, such as the nature of the offering, the stage of its product life cycle, and its promotion
and distribution. In international markets, firms must look at environmental factors and customers’ buying
behavior in each market. For a company to be profitable, revenues must exceed total costs.
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Along with increased order numbers and more money, discounting benefits include:
attracting new customers without a large marketing campaign – you can also take the opportunity to sign
new customers up to your newsletter
encouraging undecided customers to purchase goods – especially if the discount has a limited time offer
clearing last season's stock – or out-dated models
free advertising on sales websites
new sales from inactive customers.
14. Choose a cultural group you have had dealings with before and answer the following questions.
a) What is the cultural group you have chosen and why?
o) Discuss the customary greetings, farewells and conversation of this cultural group.
p) Discuss the body language and body gestures associated with this cultural group.
q) Discuss the formality (or informality) of language associated with this cultural group.
r) Discuss the clothing sometimes worn by this cultural group.
s) What may be some special or additional requests this cultural group may have?
For this question you need to choose specific culture group and explain all .
a) What is the cultural group you have chosen and why?
A cultural group is defined simply as a collection of individuals who share a core set of beliefs, patterns of
behavior, and values. The groups may be large or small, but they are identified by their ways of thinking and
behaving.
b) Discuss the customary greetings, farewells and conversation of this cultural group.
Namaste is usually spoken with a slight bow and hands pressed together, palms touching and fingers
pointing upwards, thumbs close to the chest. Greeting is an act of communication in which human beings
intentionally make their presence known to each other, to show attention to, and to suggest a type of
relationship (usually cordial) or social status (formal or informal) between individuals or groups of people
coming in contact with each other.
c) Discuss the body language and body gestures associated with this cultural group.
Different cultures have their own interpretations of body language. For example, direct eye contact may be
expected in one country, but be inappropriate in another. Some other important nonverbal cues to pay
attention to are hand gestures, personal space, and even posture.
d) Discuss the formality (or informality) of language associated with this cultural group.
FORMALITY AND ITS OPposITE, INFORMALITY, are concepts frequently used in the. ethnography of
communication, in sociolinguistics, and in social anthropology to. describe social occasions and the behavior
associated with them.
e) Discuss the clothing sometimes worn by this cultural group.
The era, beliefs held by the people living in it, and the culture in that era and in that region plays a
considerable role in influencing its fashion trends. ... It becomes the fashion of the region, then. People
adopt a trend in clothing only if it is in accordance with the culture of that area.
f) What may be some special or additional requests this cultural group may have?
Cultural competence is important for a few reasons. The first major reason is because we live in a diverse
society. We are diverse with respect to race/ethnicity, social class, gender, sexual orientation, ability, age
and religion/spirituality. It should not be assumed that any perspective is better than the other.
15. What are the roles and responsibilities of the following positions in providing quality customer service?
a) Management
b) Supervisors
c) Operational personnel
a) Management
IMPORTANCE OF SERVICE QUALITY MANAGEMENT • Ensures superior, quality products and services.
Essential for customer satisfaction which eventually leads to customer loyalty • Helps an organization to
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design and create a product which the customer actually wants and desires.
b) Supervisors
Quality supervisors' main goal is to ensure the customer is pleased with the finished product. When quality
issues arise, it is the quality supervisor's responsibility to communicate clearly with the customer, setting
realistic expectations about when the issue will be resolved.
c) Operational personnel
Operations management for services has the functional responsibility for producing the services of an
organization and providing them directly to its customers. The services sector treats services as intangible
products, service as a customer experience and service as a package of facilitating goods and services.
16. List three sources where you can find information on current service trends and changes that affect the
service industry.
1. Customers will contact you on social media: Social media is a great platform for connecting with
customers. These days, an online store and social media presence are absolutely essential.
According to ValueWalk studies, 63 percent of customers expect companies to offer support via
social media, and 35% of customers prefer it to other channels.
2. Intelligent self-service tools and AI (artificial intelligence) based chatbots to replace manual queries
3. Customer service reps will work from home: If companies need new customer service reps in NYC
or San Francisco, the real estate cost alone would be astronomical. It’s a perfect chance to list the
job as a remote opportunity. You could be amazed by the influx of outstanding candidates.
17. Discuss how following internal and external environmental changes may effect quality customer service
planning:
a) Changes in the competitive environment
b) Economic climate
c) Introduction of new technologies or equipment
d) Management changes and organisational restructures
e) Recruitment practices
f) Trends in customer service preferences
a) Changes in the competitive environment
A competitive environment is the dynamic external system in which a business competes and functions. The
more sellers of a similar product or service, the more competitive the environment in which you compete.
Direct competitors are businesses that are selling the same type of product or service as you.
b) Economic climate
Climate change is now considered one of the greatest threats to economic stability. As well as its serious
impact on the environment and people, climate change is one of the biggest threats to economic stability.
Heat Waves make us less able to work and reduce productivity.
c) Introduction of new technologies or equipment
Science and technology are not just improving environmental efficiencies of processes, products, and
services but are also bringing changes to society. Some of these changes might be negative, and require
new regulation in order to optimize the benefits and suppress detrimental effects.
d) Management changes and organisational restructures
It can be concluded that change management improves the organization's leadership while increasing
productivity to the maximum level. The responsibility of change management is the responsibility of
leadership and organizational executives – it is necessary to manage change in a way that employees can
handle it.
e) Recruitment practices
The findings also show that taking all other independent variables at zero, a unit increase in recruitment
sources leads to a 0.911 increase in the employee performance; a unit increase in recruitment policies leads
to a 0.478 increase in the employee performance
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f) Trends in customer service preferences
The latest customer service trends allow you to choose your own pick to connect with the support agent –
phone, email, live chat, SMS and social media etc. Following the omnichannel customer service trend,
companies can create a seamless customer experience and gain maximum customer satisfaction.
18. What are three reasons a business may choose to join industry schemes and/or align with industry
codes of conduct?
1. Builds confidence and trust
2. Cut costs, increase profits
3. Demonstrates technical knowledge and expertise.
19. Discuss the following methods of formal and informal customer research and feedback:
a) Analysis of the competitive environment and industry trends in customer service
b) Customer service surveys with structured questions
c) Customer focus groups
d) Feedback from service delivery colleagues over the course of each business day
e) Questioning customers informally
f) Observing customers
t) Regular staff meetings that involve service discussions
u) Staff surveys
v) Internal customer surveys (colleagues/other departments etc)
w) Improvements suggested by customers involved in complaints or disputes
x) Improvements suggested by suppliers
y) Improvements suggested by staff, supervisors and managers
a) Analysis of the competitive environment and industry trends in customer service
● description of key competitors and their market positioning.
● size of key competitors in units/dollars.
● market shares of key competitors.
● sales trends of key competitors.
b) Customer service surveys with structured questions
Use this customer satisfaction survey template to measure consumer satisfaction with your company,
product, and services. Use skip logic to allow your customers to answer questions about products or
services they've used, and gain insights for improvement.
c) Customer focus groups
A focus group is a face-to-face meeting with a sampling of customers that helps you learn about their needs
and perspectives. Focus groups also enable your customers to find out more about your company. Focus
groups are not a substitute for understanding market problems, but they can supplement the process.
d) Feedback from service delivery colleagues over the course of each business day
Surveys are an easy, low-cost way to obtain a lot of information. Conducting a survey can help you to:
Identify areas where you want to make changes – for example, improving your internal communications
Know what is bugging your staff – such as a lack of training, or making decisions which impact differently on
employees of different demographics
Send a message to all staff that you are listening and care what they think.
e) Questioning customers informally
Informal customer feedback is essentially unprompted feedback, whether positive or negative, that a
customer or client of a business gives to an employee or to the company itself.
f) Observing customers
Customers are notoriously bad at communicating. On second thought, I take that back. There’re actually
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quite good at telling us what they think they want. What they’re not good at is figuring out (and
communicating) the things they’re willing to pay for. And the difference between the two is quite profound.
g) Regular staff meetings that involve service discussions
Clear communication is an important part of every business. Employees need to see an open and
transparent decision-making process and need to be included, because many things affect them directly.
That’s why many businesses hold staff meetings, also called all-hands meetings. A staff meeting is a meeting
attended by the members of staff of an organization, to discuss issues related to the running of the
organization.
h) Staff surveys
Employee Engagement Surveys are designed to measure and assess how motivated and engaged your
employees are to perform their best at work each day. From these surveys, you can gain insight into
employees' thoughts and attitudes towards their work and the overall environment.
i) Internal customer surveys (colleagues/other departments etc)
The internal customer may be a situational customer. This person may not always be the internal customer.
They might be depending on someone inside the company at a specific time for a specific reason, maybe
once a week or even once a year. An example of an internal customer may be someone in the payroll
department.
j) Improvements suggested by customers involved in complaints or disputes
Managing customer complaints is a vital, internal process influencing customer perceptions and the
attitudes of your staff. Pay attention to complaints and you can improve customer satisfaction for the better.
k) Improvements suggested by suppliers
Company performance is only as effective as the smooth-running of suppliers operations. No matter how
advanced your own production capabilities are, if a supplier misses a delivery or produces sub-standard
goods, you will feel the cost.
If a supplier is failing to meet your standards, you need to have a process to quickly remedy the issue. The
better and faster this can be communicated, the quicker the problem can be solved. Any company supplier
relationship management program must include tools to improve misfiring suppliers.
l) Improvements suggested by staff, supervisors and managers
To improve your team's results, you have to change yourself and take a few risks by performing differently
than you have in the past. Try to implement as many of the following ideas as you can, and reap the rewards
for yourself and your subordinates.
20. A business needs to constantly assess its effectiveness in customer service practices. Explain how the
following can be done:
a) Examine the overall business performance
b) Monitoring the effectiveness of staff in meeting customer service standards
c) Monitoring the effectiveness of policies and procedures in explaining practices
a) Examine the overall business performance
To conduct a financial analysis of your business, you need to analyse your current financial statements,
including profit and loss and cash flow. Look for trends, such as declining sales, that may put your business
at risk, and think about the impact they could have on your business's financial performance.
b) Monitoring the effectiveness of staff in meeting customer service standards
In today’s competitive environment, the quality of your customer service is an increasingly important factor
in nurturing positive customer loyalty. However, it remains the case that many organisations are still not
monitoring, measuring or even managing the service quality of their contact centre agents, despite the fact
that a single interaction between them and the customer can make or break a relationship.
c) Monitoring the effectiveness of policies and procedures in explaining practices
Listen to your customers by monitoring interactions. Ask questions such as: are these interactions related to
the company’s goals and objectives, or are they related to specific areas of concern such as customer
attrition? This is where analytics comes into play for the contact centre. Speech analytics identifies calls that
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are relevant for evaluation and text analytics identifies email and chat interactions that should be
monitored.
21. How does your workplace review the numbers and natures of:
a) Complaints
z) Disputes
aa) Customer responses
a) Complaints
Complaint Any verbal or written expression of dissatisfaction, which can reasonably be designated such,
concerning the services provided by the lawyer, as communicated by, or on behalf of, the client.
Complainant The client or its representative that expresses a complaint.
b) Disputes
When it comes to dispute resolution, there are so many choices available to us. Understandably, disputants
are often confused about which process to apply to their situation.
Suppose that parties and their lawyers have exhausted their attempts to negotiate a resolution. They’re
ready for outside help in ending their dispute, yet they don’t know exactly where to turn.
c) Customer responses
In commerce, customer experience (CX) is the product of an interaction between an organization and a
customer over the duration of their relationship. Customer experience implies customer involvement at
different levels – such as rational, emotional, sensorial, physical, and spiritual.
22. Making reference to your workplace’s policies and procedures, briefly discuss the following:
a) Presentation standards for the customer environment and for the customer service personnel
bb) Pricing and service guarantees
cc) Product quality
dd) Refunds and cancellations
ee) Customer service training
ff) Technical training (systems and technology)
a) Presentation standards for the customer environment and for the customer service personnel
Customer service standards refer to the interactions between a business and customer, and the resulting
customer expectations. Response time, empathy, resolution, and efficiency can go a long way towards
building deeper customer relationships.
b) Pricing and service guarantees
A guarantee is a powerful tool—both for marketing service quality and for achieving it—for five reasons.
First, it pushes the entire company to focus on customers' definition of good service—not on executives'
assumptions. Second, it sets clear performance standards, which boost employee performance and morale.
c) Product quality
Product quality means to incorporate features that have a capacity to meet consumer needs (wants) and
gives customer satisfaction by improving products (goods) and making them free from any deficiencies or
defects.
d) Refunds and cancellations
If your subscription has been renewed more than once (that is you have been charged more than once), we
assume that you are satisfied with the products and the “No Questions Asked Money Back Guarantee” will
not be applicable any more. These cases will be dealt on a case by case basis.
e) Customer service training
Customer service training (CST) refers to teaching employees the knowledge, skills, and competencies
required to increase customer satisfaction.
f) Technical training (systems and technology)
Technical Training teaches the skills needed to design, develop, implement, maintain, support or operate a
particular technology or related application, product or service.
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Your completed template 
Customer service standards 
Date of submission:14August2020
Units:
Was this a
Workplace observations
STUDENT DECLARATION
I Harmanpreet kaur__declare that these tasks are my own work.
Student signature: Harmanpreet kaur__________________________________________________________
Student name: Harmanpreeet kaur____________________________________________________________
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ASSESSOR FEEDBACK
________________________________________________________________________________________
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________________________________________________________________________________________
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Assessor name: ___________________________________________________________________________
Date: ___________________________________________________________________________________
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Assessment Task 3:Simulated Workplace observationsError: Reference source
not found
TASK SUMMARY
For this task your assessor will visit your workplace to observe you interacting with customers. Your assessor
will then ask you some verbal questions to confirm your knowledge about workplace requirements and you will
need to demonstrate how customer complaints are resolved.

 Access to the workplace environment that includes customers, colleagues and customer relationship
management software
WHEN AND WHERE DO I NEED TO COMPLETE THIS TASK?

 You will do this task in the workplace environment during your assessor’s workplace visit.
 Your assessor will provide you with the date of their workplace visit.
WHAT DO INEED TO SUBMIT?

You do not need to submit anything for this task.
INSTRUCTIONS
Your assessor will arrange a suitable time to visit you in your workplace to observe you interacting with
customers, and then afterwards will ask you some verbal questions and demonstrate customer complaint
procedures.
ASSESSMENT TASK 3: SIMULATED WORKPLACE OBSERVATIONS – CHECKLIST
Yes No Comments
During the observation, did the student: yes All done
Identify customer requirements for two different internal and two different external
customer requirements?
Anticipate, determine and confirm customer preferences, needs and expectationsby
using effective communication, active listening and questioning techniques?
Advise customers of products and services that meet their needs?
Promptly provide products and services to customers within designated timeframes?
Provide a professional yet personalised service to customers to encourage repeat
business?
Use software to access and analyse customer information?
Offer customers extras and add-ons, tailor made and/or additional services based on
their customer profile?
Check actioning of any special requests made before customer delivery?
Liaise with team members and suppliers to provide services?
Share information about customers with team members?
Maintain customer profiles to enhance service delivery?
Implement and monitor their workplace’s customer service practices as outlined in
their policies and procedures?
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Yes No Comments
Act as a positive role model for professional service standards expected?
Seek formal and informal feedback from staff and customers to improve performance
of self and business?(Eg discussion and survey)
This task is to be assessed in the student’s workplace where they can be seen interacting with a number of
customers and various requests. After the observation period, sit with the student and ask them the verbal
questions, which will be followed by three scenarios where they will need to deal with customer complaints.
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Ask the student the following verbal questions:
1. Discuss how you seek feedback from staff and customers so you can improve performance in customer service de
Student details methods they have used for collected feedback eg, casual conversations, performance reviews, surveys, cus
feedback forms on check out etc and how they have used this information to improve customer service delivery.
 Other:
___________________________________________________________________________________________
_______________________
1. Discuss how you identify problems with products and/or services and take action before providing this to a customer. P
an example.
 Student satisfactorily described how they check the quality and if they notice a problem eg it is the wrong meal, the
immediately correct the problem before providing it to the customer. For example, they take it back to the kitchen –
request the correct meal and approach the customer with the delay and the solution before the customer has time
complain.
 Other:
___________________________________________________________________________________________
_______________________
2. Discuss how you anticipate delays in provision of products and/or services and provide regular updates to customers o
frames and outcomes. Provide an example.
Student satisfactorily discussed how they handle this. They may refer to anticipating:
 Number of guests/bookings
 Number of staff available and their competencies
 Previous or current problems with certain products/services
 Providing timeframes, regular updates and outcomes. For example, apologise that there will be a delay with the
barramundi of an additional 15 minutes, ask if that is acceptable or they would like something else, offer another d
while they wait and provide them with an update when they bring the drink over.
 Other:
___________________________________________________________________________________________
_______________________
3. Discuss how you offer customers alternative products and or services, if the one they want is not available or they are
happy to wait. Provide an example.
 Student satisfactorily discussed how they sell additional products and or services in place of chosen one and provi
example of this. For example, we are fully booked for this tour on that dates, but could I offer you a fantastic offer w
at the moment on a day trip to So and so Island?
 Other:
___________________________________________________________________________________________
_______________________
1. How do you compensate for service difficulty, and what is your own level of authority in doing so? Reference the po
and procedures in your answer?
 The student referenced their workplace’s policies and procedures in their answer and demonstrated their understa
of their own level of responsibility for compensating customers for service difficulty. In all likelihood as a student the
have no authority but they could mention other job roles and authority levels.
 Other:
___________________________________________________________________________________________
_______________________
2. How do you provide ongoing internal feedback on service issues and how do you suggest improvements that can b
made?
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 The student referred to how this is done in their workplace eg weekly team catch up, staff meetings, regular agend
staff suggestion box etc.
 Other:
___________________________________________________________________________________________
_______________________
3. How effective do you feel the customer service practices are here in the workplace in meeting customer service
expectations? Provide three examples.
 Student demonstrates that they can assess the effectiveness of customer service practices by specifically discuss
or how three examples are effective/not effective.
 Other:
___________________________________________________________________________________________
_______________________
4. How do you promote repeat business by offering promotional offers or services according to workplace policies?
 The student referenced workplace policies in their answer and discussed how they encourage repeat business by
promotional offers.
 Other:
___________________________________________________________________________________________
_______________________
Scenarios: The following scenarios need to be adapted to suit the student’s work environment. Adapt these situat
suit their situation specifically.
1. Imagine I am a customer who is unhappy with the quality of my service. I announce to you that I feel the standard i
poor and I am quite disappointed in the quality of what I have paid for. Act out this scenario and what you will do.
 Student needs to answer as if the situation is really happening. They should work according to the customer comp
policies and procedures and apologise, obtain details, and demonstrate how to action the complaint for resolution
accordingly using the customer relationship software.
 Other:
___________________________________________________________________________________________
_______________________
2. I am a customer who is annoyed because I ordered one particular product service (pool facing room) but upon arri
received a different one than promised (garden facing room). Deal with this situation.
 Student needs to answer as if the situation is really happening. They should work according to the customer complaints po
and procedures and apologise, obtain details, and demonstrate how to action the complaint for resolution accordingly using
customer relationship software.
 Other:
_________________________________________________________________________________________________
________________
3. I am a customer who has complained that I received a product/service late (delay on meal, for example). I am unha
that I had to wait so long for what I ordered/requested. This is very difficult for me as I am in a wheel chair and it was a
inconvenience to me arrive for something only to be told that there is a delay. Deal with this situation.
 Student needs to answer as if the situation is really happening. They should work according to the customer complaints po
and procedures and apologise, obtain details, and demonstrate how to action the complaint for resolution accordingly using
customer relationship software.
 Other:
_________________________________________________________________________________________________
________________
Please add any feedback to the student about this task on the Assessment Cover Sheet. Keep a copy of the completed
Assessment Task Cover Sheet.
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Please note any reasonable adjustments made for this task below.
Satisfactory  Not
Assessment Task 3Outcome: Satisfactory  Date:
Trainer
/asses
sor
signatu
Trainer/assessor name: Raju Khatiwada re:

You do not need to hand anything in NA
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Name:Harmanpreet kaur
Units:
Was this a
Case study
STUDENT DECLARATION
I Harmanpreet kaur____________________________________ declare that these tasks are my own work.
Student name: Harmanpreet kaur_____________________________________________________________
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ASSESSOR FEEDBACK
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
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Date: ___________________________________________________________________________________
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Assessment Task 4: Case study
TASK SUMMARY
This project has two parts.
 Part A requires you to do some research and develop customer service policies and procedures for three
different areas of business that meets industry standards.
 Part B requires you to monitor and adjust policies and procedures to ensure quality customer service
delivery.

 Computer with Internet access, email software and Microsoft Word or similar program.
 Marino Enterprises Handbook.
 Three classmates for simulated meeting.
 Space for a meeting.

(where applicable).

 Customer satisfaction survey.
 Staff email with two policies and three procedures attached.
INSTRUCTIONS
You are working as the Manager of Champion’s Sports Bar which forms part of the Marino Complex and you
have noticed that customer service standards have been slipping lately in a number of different areas. After
reviewing the current policies and procedures on customer service, you have decided that some additional
policies and associated procedures need to be developed. But first, you are going to conduct some research
and obtain some information from customers and staff about the levels of service being provided.
Customer satisfaction survey:
Questions Very Satisfied Dissatisfie Very

Satisfied d dissatisfied
How staff answer the telephone and provide

information to customers.
How quickly patrons of the bar are served

and how long it takes for them to receive
their food and drinks.
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The friendliness of the staff and how warmly
they are welcomed.
The variety of food and drinks on offer.
How quickly an issue resolved
How to get feedback :
The best idea to take feedback from customers is to ask them for feedback after order at the time of billing, as
this is the last process. Customers know all the pros and cons by that time and customers can then give honest
feedback. Which will help the organisation to improve.
Meeting:
customers are all very satisfied with the variety of food and drinks being offered at the bar. 70% of customers
rated the way the staff answer the telephone only as satisfied and 30% as dissatisfied. Comments revealed
from the customers who said they were dissatisfied that staff often seemed in a rush and tried to end the
conversation as quickly as possible.
▪ 65% of customers rated the friendliness and the welcome of the staff as very satisfied, 25% rated it as
satisfied and 10% rated it as very dissatisfied. The comments from the customer who was very dissatisfied
revealed that some staff provided their customers with a bowl of complimentary nuts when they arrived and
the staff member serving them did not.
▪ Overall, customers were very satisfied with the length of time it took to serve them and the wait time on
their food orders.
▪ Business results indicate that overall the business is performing well but slightly below targets for the last
quarter.
Policies that needs to be updated:
Communication Policy:
▪ Purpose : The purpose of the communications policy is to ensure that the Company's information disclosed
to the investing public are: - Factual, accurate, balanced, timely; and - Broadly disseminated in accordance
with all applicable legal and regulatory requirements.
▪ Scope: The purpose of the communications policy is to ensure that the Company's information disclosed to
the investing public. This policy describes the means set up to allow the Company to achieve this goal.
Page 45 of 63
▪ Objectives: The aim of the Communications Policy is to reduce the risk to the Gallery of damaging or
ineffective communication, and to ensure that all staff are aware of how communications are best conducted
externally and internally, and who has responsibility for which aspects.
▪ Responsibilities : MISSION The purpose of the communication policy is to ensure an unequivocal common
understanding of the purpose of our communication. Communication is a tool for establishing knowledge of
and understanding for our work.
▪ Consultation and communication of the policy: Hold a staff meeting to communicate policy updates.
▪ Effective date: 01-08-2020
▪ Review date: 08-08-2020
Social Media Policy:
▪ Purpose: A social media policy simply outlines how an organization and its employees should conduct
themselves via the web. It helps protect your company's online reputation and encourages employees to also
get involved in sharing about the company in their online networks.
▪ Scope: Social media is defined in this policy as all online or social media sites that allow user participation
and interaction. Social media includes any site that allows a user to contribute content whether that is in the
form of status updates, articles, blog entries,photos, images, video or comments, forums or live chat.
▪ Objectives: This policy is for employees and volunteers and aims to, Give clear guidelines on what
employees and volunteers can say about the
Organization, Comply with relevant legislation and protect employees and volunteers.
▪ Responsibilities: A social media policy simply outlines how an organization and its employees should conduct
▪ Consultation and communication of the policy : Inform your employees of changes electronically via e-mail,
intranet, or a password-protected section of your company website.
Procedure that needs to be updated:
Welcome procedure:
▪ Purpose: The purpose of following these procedures are: To keep the organisation and its environment a
safer place to visit and work. To have all the required first aid facilities in adequate requirements. To make sure
that the machines and any devices or equipment that operate in the organisation's premises are safe to use.
▪ Scope: This defines to whom or what the particular set of procedures applies. Many SOPs cover only what is
in scope without stating what is not in scope
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▪ Activities/responsibilities: First impressions are lasting and therefore critical. An attractive and neat reception
area not only lets clients know that their comfort is a top priority, but that you are operating an efficient
organization that they can trust with their business.
A messy environment announces to others that you don’t care, which is not an attitude that will win anyone
over. It says that you don’t take pride in or respect your business operation.
Telephone procedure:
▪ Purpose: The purpose of the Telephone Answering Procedure is to standardize call answering and to make
the standards available to your company's employees.
▪ Scope: Communication has always been the most significant part and important invention by human being.
With the advancement in the technology and science the interaction between humans are easy. We can
connect to people sitting a thousand miles away on one touch by phone calls, emails and messages.
▪ Activities/responsibilities: Smile…the caller will hear it.
Offer an enthusiastic greeting.
Sound warm and friendly with a positive attitude.
Responding to social media comments procedure:
▪ Purpose: Social media contain many areas including branding, marketing, and a lot of things. The
fundamental purpose of Social media is to build a brand and increase a brand's visibility.
▪ Scope: The scope of social media in India is immense and increasing rapidly. It is the 10th biggest economy
and also has the 2nd largest population in the world. A survey in 2019, which includes the top businesses
admitted that 15-20% of their marketing budget is allocated for social media advertising.
▪ Activities/responsibilities: Social media marketing includes activities like posting text and image updates,
videos, and other content that drives audience engagement, as well as paid social media advertising.
Email:
Dear,
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As per the survey which was conducted, a recommended conclusion has been developed by me in order to
apply some of the policies and procedures to the organisation. To increase work quality. A report has been
prepared by me with respect to the survey and meetings. As communication policy, social media policy,
welcome procedure, telephone procedure, responding to social media comments needs to be updated. A
complete report has been attached to this email. Kindly consider this as soon as possible. I shall be very happy.
Best regards.

Customer satisfaction survey 
Staff email with two policies and three procedures 
attached
Name:Harmanpreet kaur
Date of submission:14august2020
Units:
Was this a
Role plays
 Role play 1 – Wrong order
 Role play 2 – Negative post
 Role play 3 – Roster dispute
 Role play 4 – Incorrect bill
 Role play 5 – Friday night blues
 Role play 6 – Boys’ night out
 Role play 7 – Knock out
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STUDENT DECLARATION
I Harmanpreet kaur____________________________________ declare that these tasks are my own work.
ASSESSOR FEEDBACK
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Assessor name: ___________________________________________________________________________
Date: ___________________________________________________________________________________
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Assessment Task 5: Role plays
TASK SUMMARY
For this task you are required to complete seven role plays to demonstrate that you can:
 Implement and monitor quality customer service in line with customer service policies and procedures over
four service periods.
 Resolve escalated customer complaints and disputes.
 Resolve team member disputes.
 Take appropriate action in response to threat and conflict situations.
 Use a range of conflict resolution techniques and communication skills.

 The policies and procedures you developed in Assessment Task 4.
 Marino Enterprises Customer Complaints Handling Procedure (provided).
 Internal Complaints Procedure (provided in the Marino Enterprises Handbook).
 Champions Sports Bar – Customer Complaints Register (provided in the Marino Enterprises Handbook).
 Customer Service – Incident Report Form (provided in the Marino Enterprises Handbook).
 Access to a simulated hospitality environment to complete four service periods.
 Champions Sports Bar – Customer Service and Complaints Policy (provided).
 Champions Sports Bar – Refusing Service to Intoxicated Patrons Procedure (provided).
 A number of classmates and assessor to participate in role plays (one person can play more than one role
in different role plays).
 A phone.

 This task will be done in the simulated hospitality environment.

 Feedback register.
 2 x completed incident reports.
INSTRUCTIONS
This project requires you to work four simulated service periods and engage in seven role plays during which
you will encounter a range of situations you will need to deal with. You will need to refer to the policies and
procedures you developed in Assessment Task 4, as well as the additional policies and procedures mentioned
above. Additional background information has been provided for you where necessary.
Your assessor will nominate class members to play the roles of the persons involved in the role plays, or may
play some of the roles themselves; and will record their observations of you.
Task: 5
Impact of each scenario on the business’s reputation and legal liability:

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Roleplay 1: Employee frustration is a negative emotional state that occurs when adverse aspects of the work
environment outweigh the positive. ... Regardless of its source, employee frustration ultimately leads to
dissatisfaction, disengagement, reduced productivity, and increased turnover.
Roleplay 2: The effects of bad management are harder to pin down. Even with an awful boss, employees may
suck it up to protect their jobs. Poor management does have harmful effects, ranging from lost productivity to
losing employees. It's important to fix the problems before the staff quits in frustration.
Roleplay 3: If you have worked for your employer for one month or more, the legal minimum amount of notice
you must give is one week.
Normally your employment contract will set out a longer notice period. If it does, you should give this length of
notice to your employer.
If your employment contract doesn't set out a notice period you should give a reasonable period of notice to
your employer. This is an 'implied contract' as there is no written or verbal agreement, but is automatically
provided by law. What is 'reasonable' will depend on your seniority and how long you have worked there.
Roleplay 4:
Practice general rules of respectful behavior. Speak to your employees without insults. Express interest in your
workers’ opinions and concerns. Participate in a no-gossip work culture. Communicate your needs to
employees with clarity. Ask employees questions to verify details, advises Nancy Byerly Jones in the article,
“Respecting Employees: Do You Talk It, Show It or Both?” Provide workers opportunities to ask questions
without fear of recrimination. Give your employees your complete attention in conversations. Practice active
listening. Repeat what they say to you. Ask others to wait until you complete your conversations with
employees. Say good things to your employees. Express satisfaction with jobs done well. engage in difficult
conversations about issues, such as employee behavior or problem projects, with objectivity. Speak without
anger, recrimination or personal attacks about issues.
Roleplay 5:
To resolve such conflicts, managers must frame the issues carefully and consider the long-term effects of their
decisions. How they act can either improve morale by affirming an inclusive culture or it can suggest that
religion is merely tolerated — and possibly invite litigation.
Roleplay 6:
An employee behavior warning letter is a document that an employer issues to notify an employee that they
violated company policy. The purpose of a warning letter is to inform the employee of their unacceptable
conduct, poor performance, or behavior, and also the consequences of their actions. A written notice is given to
an employee if they continue to violate company policies even after receiving a verbal warning in order to
protect the company against future disputes.
Roleplay 7:
Like many people in the hospitality industry, bartenders often wonder about professional development and
upward mobility. Where will this job take me? Does this role provide me with career opportunities? Will it
ultimately lead to a bar manager position?
Taking stock makes perfect sense. No one wants to be stuck in the same position forever, without a way to get
ahead.
If you’re lucky, your employer will actively encourage your professional development by offering access to
educational courses and other helpful resources. Other times, you have to take your career into your own
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hands. And if the bar is the place for you, it could involve taking proactive steps towards a bar manager
position.

Feedback register 
2 x completed incident reports 
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Marino Enterprises Customer Complaints Handling Procedure
PURPOSE:
Marino Conference Centre is committed to provide excellent customer service and this procedure is to ensure
that complaints are handled as efficiently and effectively as possible.
SCOPE:
The operations manager is responsible for ensuring that all employees are aware of this procedure.
All employees are responsible for implementing the complaints handling procedure and reporting complaints as
required.
ACTIVITIES/RESPONSIBILITIES:
When handling a customer complaint, the following steps will be followed by all employees:
 Actively listen to the customer/guest- use appropriate body language (serious face, nod head to confirm
understanding of what is being said).
 Take notes if the complaint is detailed and specific.
 Apologise with empathy – all complaints must be taken seriously, regardless of the significance or nature of
the complaint.
 Inform the guest of how you will address the situation.
 Find a solution- attempt to find a clear and simple solution, if you are unable to do so, inform your
supervisor immediately.
 Take responsibility for the issue and follow up with the customer once the issue has been resolved to
ensure that they are satisfied with the outcome.
 Log the complaint in the complaints register.
EFFECTIVE DATE: 13/6/20XX
REVIEW DATE: 13/6/20XX
Page 54 of 63
Champions Sports Bar – Customer Service and Complaints Policy
Purpose:
The purpose of this policy is to demonstrate our commitment to excellent customer service and satisfaction and
our commitment to continuously improve on service delivery. We aim to create an environment where the
customer knows that their satisfaction is the most important thing to us.
Scope:
This policy will apply to the operational area of Champions Sports Bar as a business whenever a complaint is
made.
Objectives:
Our objective is to handle each and every complaint in a professional and personalised way so as to achieve
successful outcomes for our customers. This is of the highest importance to Champion’s Sports Bar as a
business as we aim to develop good relationships with our customers and provide exceptional customer
service to each and every customer.
Responsibilities:
Champions Sports Bar will:
 Take all complaints (even of a minor nature) seriously and train employees on how to deal with complaints
in a sensitive and proactive manner.
 Equip employees with the necessary tools to handle complaints satisfactorily by maintaining a Complaints
Register.
 Provide an associated Complaints Handling Procedure for employees to follow.
 Follow up on the satisfaction of the outcome with the customer after the complaint has been handled.
Employees will:
 Demonstrate to the customer at all times respect, courtesy, patience, attentiveness, consideration and
sensitivity when a complaint is made.
 Respond to customer complaints promptly and efficiently.
 Follow the associated Customer Complaints Handling Procedure each time a complaint is made.
Levels of authorisation in complaint resolution management

Waiting and bar staff: In the instance where there is a problem with a customer’s meal eg wrong order,
excessive wait time or a similar situation – all waiting and bar staff have the authority to offer the customer that
item for free and have the authority to offer a complimentary drink which may be a soft drink, beer, or house
glass of red or white wine. No spirits are to be offered complimentary. This is the maximum authority granted to
waiting and bar staff; however, staff should first try to rectify the situation by other means, for example,
providing them with the correct order in a shorter time frame, or offering them a free beverage while they wait
for their meal.
The manager on duty has the authority to offer up to a 25% discount on the total bill in situations where the
customer is extremely dissatisfied. This should however first tried to be rectified by offering a round of
complimentary drinks (see definition of complimentary drinks as specified in information for waiting and bar
staff above) to the group; and/or a 20% discount voucher off their next visit.
Consultation and communication of the policy:
The organisation is committed to consultation and cooperation between management and employees. The
organisation will formally involve employees in any workplace change that will affect any of its employees.
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All personnel are to receive information about the policy at induction.
Effective date: 13/6/20XX
Review date: 13/12/20XX (6 months)
Page 56 of 63
Champions Sports Bar – Refusing Service to Intoxicated Patrons
Procedure
Purpose:
The purpose of this procedure is to ensure that unduly intoxicated patrons are prevented from consuming more
alcohol.
Scope:
This policy will apply to all areas of Champions Sports Bar as a business.
Activities/responsibilities:
 Speak to patrons to assess and observe signs of intoxication when serving alcoholic drinks.
 If it is identified that person is showing signs of unduly intoxication staff will:
 Be polite, use tact and inform the patron that they will not be served more alcohol.
 Point to signs/posters/policies to support your decision.
 Offer a non-alcoholic beverage.
 Offer to phone a taxi or friend to collect them.
 Advise management and other staff that the person has been refused service.
 Enter incidents, in particular those involving threats or aggression in to log book.
 Ensure that the patron leaves the premises safely and does not hang around outside.
 If the patron refuses to leave or becomes violent then Marino Enterprises security team needs to be
contacted by phone as soon as the manager feels the situation is no longer under control.
Managers must always support the decision of their staff not to serve a patron due to signs of intoxication.
Management and licensees hold a responsibility to ensure that the intoxicated patron has no further access
to alcohol and assist to get the patron home safely.
Management has the responsibility to ensure the safety of the employees and the patrons and should not
tolerate threatening behaviour on any kind from patrons and advise security of this so it can be handled
professionally by Marino Enterprises team of security experts.
Effective date: 13/6/20XX
Review date: 13/6/20XX (approx. 12 months)
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Units:
Was this a
Evaluation
 Part A
 Part B
STUDENT DECLARATION
I Harmanpreet kaur ___________________________________ declare that these tasks are my own work.
ASSESSOR FEEDBACK
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
Page 58 of 63
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
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Assessor name: ___________________________________________________________________________
Date: ___________________________________________________________________________________
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Assessment Task 6: Evaluation
TASK SUMMARY
There are two parts to this task:
 For Part A you are required to send an evaluation report to management.
 For Part B you are required to update policies and procedures as outlined in Part A‘s report and initiate
training arrangements for employees.

 A computer with Internet access and Microsoft Word or similar software.
 The policies and procedures you developed in Assessment Task 4.
 Documentation provided to you, and developed by you, in Assessment Task 5.

(where applicable).

 Part A: Report to management.
 Part B:Updated policies and procedures and email to employees.
INSTRUCTIONS
Please note, you will use your documentation and information from the previous assessment task for this task.
PART A
Marino management has asked that you complete a report on how the customer service practices, policies and
procedures are working, and have asked you to review the numbers of complaints and conflicts in the past
three months. They would like you to arrange any training required by staff members, and update policies and
procedures if necessary. When your report is complete, send it to your assessor as if they were John Marino.
Background information
Post-follow up customer feedback indicated that the customers from role plays 1, 2 and 4 were happy with
the final outcomes and the way the situations were handled.
Other feedback gathered indicates that 80% of customers are very satisfied with customer service and there
were no other complaints made during the period.
You have identified that the staff need training in how to manage conflict more effectively with each other
and you would also like to provide them with training on how to deal with aggressive customers after the
incident that happened earlier this month.
Part- A
Page 60 of 63
customers are all very satisfied with the variety of food and drinks being offered at the bar. 70% of customers
rated the way the staff answer the telephone only as satisfied and 30% as dissatisfied. Comments revealed
from the customers who said they were dissatisfied that staff often seemed in a rush and tried to end the
conversation as quickly as possible.
▪ 65% of customers rated the friendliness and the welcome of the staff as very satisfied, 25% rated it as
satisfied and 10% rated it as very dissatisfied. The comments from the customer who was very dissatisfied
revealed that some staff provided their customers with a bowl of complimentary nuts when they arrived and
the staff member serving them did not.
▪ Overall, customers were very satisfied with the length of time it took to serve them and the wait time on
their food orders.
▪ Business results indicate that overall the business is performing well but slightly below targets for the last
quarter.
Policies that needs to be updated:
Communication Policy:
▪ Purpose : The purpose of the communications policy is to ensure that the Company's information disclosed
to the investing public are: - Factual, accurate, balanced, timely; and - Broadly disseminated in accordance
with all applicable legal and regulatory requirements.
▪ Scope: The purpose of the communications policy is to ensure that the Company's information disclosed to
the investing public. This policy describes the means set up to allow the Company to achieve this goal.
▪ Objectives: The aim of the Communications Policy is to reduce the risk to the Gallery of damaging or
ineffective communication, and to ensure that all staff are aware of how communications are best conducted
externally and internally, and who has responsibility for which aspects.
▪ Responsibilities : MISSION The purpose of the communication policy is to ensure an unequivocal common
understanding of the purpose of our communication. Communication is a tool for establishing knowledge of
and understanding for our work.
▪ Consultation and communication of the policy: Hold a staff meeting to communicate policy updates.
Social Media Policy:
▪ Purpose: A social media policy simply outlines how an organization and its employees should conduct
▪ Scope: Social media is defined in this policy as all online or social media sites that allow user participation
and interaction. Social media includes any site that allows a user to contribute content whether that is in the
form of status updates, articles, blog entries,photos, images, video or comments, forums or live chat.
▪ Objectives: This policy is for employees and volunteers and aims to, Give clear guidelines on what
employees and volunteers can say about the
Page 61 of 63
Organization, Comply with relevant legislation and protect employees and volunteers.
▪ Responsibilities: A social media policy simply outlines how an organization and its employees should conduct
▪ Consultation and communication of the policy : Inform your employees of changes electronically via e-mail,
intranet, or a password-protected section of your company website.
What do I need to hand in for Part A of this task? Have I completed this?
Report to management 
PART B
Your report has been read by management and they have approved your training arrangements and
suggestions for policy and procedure updates.
 Update the policies and procedures as outlined in your report from Part A.
 Compose an email that will be sent to all staff communicating the changes and attach the updated policies
and procedures. Advise them of the details of the training arrangements including benefits of receiving the
training. Give answer for this questions.
Answer:
 There are two main types or employment-based training arrangements with are covered by the term New
Apprenticeships. These are:
 apprenticeships - leading to a trade qualification
 traineeships - for non-trade occupations such as clerical, sales and hospitality work.
 The essential elements of New Apprenticeships are as follows:
 both employer and employee sign a training agreement that is registered with a State/Territory training
authority
 the employee signing the training agreement is employed under an industrial award or a registered
agreement
 the employee is involved in structured training either off-the-job or on-the-job
 the employee undertakes a negotiated training program that leads to a nationally recognised qualification.
 The new provisions will enable employers to:
 choose the formal training for apprentices and trainees that is most appropriate for their enterprise's needs
 have training delivered, where possible, at a time and place most suitable for their requirements
 make use of part-time or full-time employment arrangements
 take on apprentices and trainees while they are still at school completing their secondary education
 work out appropriate wage arrangements based on the time spent in productive work without lowering the
take-home pay of the person in training.
What do I need to hand in for Part B of this task? Have I completed this?
Page 62 of 63
Updated policies and procedures and email to 
employees
Page 63 of 63

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STUDENT ASSESSMENT

SITXCCS008 DEVELOP AND MANAGE QUALITY

SITXCOM005 MANAGE CONFLICT

Student Name: __________________________________________________________________________

About your assessments

Assessment Task About this task

Assessment Task 4: Case study This project has two parts:

Assessment Task 6: Evaluations This project has two parts:

How to submit your assessments

Assessment Task Cover Sheet

Assessment Requirements Due date

1. Written questions 14 August 2020

2. Project 14 August 2020

3. Workplace observations 14 August 2020

4. Case study 14 August 2020

5. Role plays 14 August 2020

6. Evaluations 14 August 2020

AGREEMENT BY THE STUDENT

Do you understand the requirements of this assessment? Yes No

Student name: HARMANPREET KAUR

Student signature: Harmanpreet kaur Date: 14August 2020____________________

Assessor name: ___________________________________________________________________________

Assessor signature: ______________________________________________ Date: _____________________

Assessment Task Cover Sheet – Assessment Task 1

Name: Harmanpreet kaur

Topic: Quality Customer Service

I harmanpreet kaur _declare that these tasks are my own work.

 None of this work has been completed by any other person.

Harmanpreet kaur. Change font which will

Assessor signature: ________________________________________________________________________

Assessor name: ___________________________________________________________________________

RESOURCES AND EQUIPMENT REQUIRED TO COMPLETE THIS TASK

WHEN AND WHERE DO I NEED TO COMPLETE THIS TASK?

WHAT DO I NEED TO SUBMIT?

a) List five principles of enhanced customer service experiences.

To ensure you provide the best customer service:

1. know what your customers consider to be good customer service

b) What are five principles of positive communication?

1. Ensure That Your Idea Is Relevant

Methods to Identify Customer Needs:

3) Showing you’re responsive

Additional tours or cruises Additional tours and cruises within a pack

Coordination services at events and conferences Assistance at events and meetings

Entrance to events, festivals and entertainment Arrangement of tickets, and schedules

Entrance to major attractions at destination Prime destinations

Extra food items Extra food items with ordered food

Flight fuel emissions offset fee Offsetting flight fuel fees

Local guiding services Local guide assistance during visits

Optional meals and dining experiences Customised dining experience

Prepayment of baggage charges Advance payment of baggage

Prepayment of in-flight meals Advance payment of flight meals

Pre-travel seat selection Seat selection in advance

Private car transfers in lieu of regular Availability of private cars as taxi

Special offers or packages Discounts on packages

Specialised styling for events Customised events booking

Storage for luggage after check-out Extra luggage storage

Upgraded accommodation and flights Quality fights and hotels

Assessor signature: __________________________ Date: _