SITXCCS007 Student Assessment Tasks

Darwin Institute of
Technology
RTO Code 41128 | CRICOS Code 03609J
Student ID: …………………………………………………………………
Name: …………………………………………………………………
SITXCCS007 Enhance customer service experiences | Student Assessment Tasks
Contents
Introduction.........................................................................................................................................................3
Assessment for this unit.......................................................................................................................................3
Preparing for assessment.....................................................................................................................................3
Student assessment agreement............................................................................................................................5
Assessment Task 1 - Cover Sheet.......................................................................................................................6
Assessment Task 1: Knowledge questions..........................................................................................................7
Information for students..................................................................................................................................7
Questions.........................................................................................................................................................8
Assessment Task 1: Checklist.......................................................................................................................13
Assessment Task 2 - Cover Sheet.....................................................................................................................16
Assessment Task 2: Customer service project..................................................................................................17
Information for students................................................................................................................................17
Activities.......................................................................................................................................................18
Assessment Task 3: Customer complaints resolution project...........................................................................25
Activities.......................................................................................................................................................26
Assessment Task 4: Customer service report....................................................................................................31
Activities.......................................................................................................................................................32
Final results record............................................................................................................................................35
DIT_ SITXCCS007_SAT_V1.0 2
Introduction
Welcome to the Student Assessment Tasks for SITXCCS007 Enhance customer service experiences.
These tasks have been designed to help you demonstrate the skills and knowledge that you have learnt
during your course.
Please ensure that you read the instructions provided with these tasks carefully. You should also follow
the advice provided in the Hospitality Works Student User Guide. The Student User Guide provides
important information for you relating to completing assessment successfully.
Assessment for this unit

SITXCCS007 Enhance customer service experiences describes the performance outcomes, skills and
knowledge required to provide professional and personalised customer service experiences. It requires the
ability to determine and meet customer preferences, develop customer relationships, respond to difficult
service situations, and take responsibility for resolving complaints.
For you to be assessed as competent, you must successfully complete four assessment tasks:
• Assessment Task 1: Knowledge questions – You must answer all questions correctly.
• Assessment Task 2: Customer service project – You must prepare for. and participate in
roleplays with two customers to find out about their needs, and provide information on services
available, as well as provide services to the customers.
• Assessment Task 3: Complaints resolution project – You are required to handle a complaint from a
customer and respond to the customer.
• Assessment Task 4: Customer service report – You are required to seek and record feedback from the
customers and review the organisation’s Feedback Register, as well as develop a report recommending
ways to improve service delivery for Aus Biz Coaching.
Preparing for assessment

Please read through all of the assessment tasks and related documents carefully before you get started.
Ensure that you have everything that you need and seek clarification from your trainer, assessor or
workplace supervisor if you have any questions.
Supporting resources: Supporting resources include templates, journals, workbooks and portfolios
which can be used to support you in providing evidence of your competence. Your assessor will
provide you with these documents before you begin your assessment tasks. For this unit, the
supporting resources comprise:
• Customer Record Sheet Template (Assessment Task 2)
• Customer Service Policy and Procedures (Assessment Task 2)
• List of Services (Assessment Task 2)
• Complaint Acknowledgement Letter Template (Assessment Task 3)
• Complaint Handling Policy and Procedures (Assessment Task 3)
• Complaints Register Template (Assessment Task 3)
•
• Customer complaint Outcome Letter Template (Assessment Task 3)
•
• Refund Policy (Assessment Task 3)
•
Customer Service Policy and Procedures (Assessment Task 4) Customer Service Report Template (Assessment Ta
Once you have read through the assessment tasks and are satisfied that you are clear on the requirements
and submission dates, complete and sign a Student Assessment Agreement. Your assessor will countersign
the agreement and keep it on file. You will find a Student Assessment Agreement in Appendix B of your
Hospitality Works Student User Guide or your RTO will provide you with one.
Remember to check your Hospitality Works Student User Guide for information about:
• submitting assessments
• re-assessment guidelines
• assessment appeals
• responding to written questions.
Student assessment agreement
Make sure you read through the assessments in your student assessment booklet before you fill out and
sign the agreement below.
If there is anything that you are unsure of, consult your assessor prior to signing this agreement.
Have you read the assessment requirements for this unit? □ Yes □ No
Do you understand the requirements of the assessments for this unit? □ Yes □ No
Do you agree to the way in which you are being assessed □ Yes □ No
Do you have any specific needs that should be considered □ Yes □ No
If so, explain these in the space below.
Do you understand your rights to reassessment?  Yes  No
Do you understand your right to appeal the decisions made in an  

assessment? Yes No
Student name
Student ID number
Student signature
Date
Assessor name
Assessor signature
Date
Assessment Task 1 - Cover Sheet
Student declaration
To be filled out and submitted with assessment responses
 I declare that this task is all my own work and I have not cheated or plagiarised the work or
colluded with any other student(s).
 I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against
me according to the process explained to me.
 I have correctly referenced all resources and reference texts throughout these assessment tasks.
Student name
Student ID number
Student signature
Date
Assessor declaration
 I hereby certify that this student has been assessed by me and that the assessment has been carried out
according to the required assessment procedures.
Assessor name
Assessor signature
Date
Assessment outcome S NS DNS Resubmission Y N
Feedback
Student result response

 My performance in this assessment task has been discussed and explained to me. I

would like to appeal this assessment decision.
Student signature
Date
Assessment Task 1: Knowledge questions
Information for students

Knowledge questions are designed to help you demonstrate the knowledge which you have acquired
during the learning phase of this unit. Ensure that you:
• review the advice to students regarding answering knowledge questions in the
Hospitality Works Student User Guide
• comply with the due date for assessment which your assessor will provide
• adhere with your RTO’s submission guidelines
• answer all questions completely and correctly
• submit work which is original and, where necessary, properly referenced
• submit a completed cover sheet with your work
• avoid sharing your answers with other students.
Assessment information
i
Information about how you should complete this assessment can be found in Appendix A of the Hospitality Works S
where this task should be completed
the maximum time allowed for completing this assessment task
whether or not this task is open-book.
Note: You must complete and submit an assessment cover sheet with your work. A template is provided in Appendix
Questions
1. List three principles of enhanced customer service experiences.

• Learn what your consumers think constitutes excellent customer service.
• Find out what your consumers expect from you and then follow it up both on positively and
negatively comments.
• Make essential for every business service is a priority in every element of your company, and always
be searching for ways to do better.
2. List three benefits of enhanced customer service experiences.

• Client devotion
• Boost earnings
• Client testimonials
• Boost conversions
• Enhance reputation
3. List three principles of positive communication.

• Establish a Goal
• Pay Attention to Criticism
• Adapt to the Message
4. List three benefits of positive communication.

• Building trust
• Preventing or resolving problems
• Providing clarity and direction
5. Explain three techniques that can be used when providing services to customers to
anticipate their preferences, needs and expectations.
• Instead of choosing what products to be sold, look for another issue to fix.
• Pay close attention and gather the upcoming wants of the present clients to determine the need.
• Enable trial prior purchase for consumers.
6. Explain two conflict resolution techniques that can be used when providing customer service.
• Validate Your Customer
• Don’t Take it Personally
• Take Responsibility
7. Explain how feedback from staff and customers can be used to enhance customer service.
Gathering consumer feedback demonstrates that you respect their viewpoints. By requesting customer
feedback, you show your customers that you value their viewpoint. To make them feel mostly a part of
your firm, you engage customers in its development. You can establish more solid communication with
someone by attentively to their voice.
8. Explain how each of the following extras and add-ons may enhance a customer’s
experience and provide an example as relevant.
Extra or add on How it can enhance customer service and example
Destination marketing tries to unite the businesses in a particular

a. Additional destinations location to promote it as a whole and draw tourists there. This
implies that the secret to success is connecting inside your regional
travel industry.
Recurring revenue, word-of-mouth recommendations, and favorable

b. Additional tours or cruises ratings on social networks are all benefits that hotels that can
provide an unique time through special facilities, thoughtful touch,
and excellent customer service can reap.
This necessitates having a comprehensive, top-down perspective

c. Cocktails and liqueurs to enhance of every facet of the bar environment, starting with the user's
the dining experience entrance and ending with the conclusion of their round and drinks.
It enables both hosts and attendees to enjoy themselves without

d. coordination services at events and worrying about just the details of the event.
conferences
Leisure travelers' entertainment pursuits make up a sizable portion

e. entrance to events, festivals and of the overall tourism experience. Their study is crucial because it
entertainment scheduled during gives tourism marketers new information and a greater
understanding of the happiness and experiences of visitors.
customer stay at destination
The main objective of incentives is to draw visitors' interest so they

f. entrance to major attractions at will travel to a certain area and visit several sites while there.
destination Therefore, attractions are crucial to the travel and tourism sector
since they draw visitors from all around the globe.
A sentiment that results from comparing a service performance to a

g. extra food items customer's requirement. as well as societal expectations connected
to the good or service.
Carbon offsets are optional programs in which participants pay to

h. flight fuel emissions offset fee "offset" or compensate for the emissions produced by their travels.
Their primary means of ensuring that their visitors have a wonderful

i. local guiding services time is communications. It's critical to be conscious of visitor
cultural diversity and be mindful of potential noise sources that
could obstruct interactions with guests.
All of your staff employees should be able to communicate with

j. optional meals and dining each other consistently and effectively. The employees should
experiences receive effective communication training. To ensure that everyone
on staff is on the same page, permanent staff meetings will be
conducted.
It enables travelers to check additional bags for a fee at least 4 hours

k. prepayment of baggage before departure if they have them.
charges
Prepayment lessens the workload and enhances the pleasure with

l. prepayment of in-flight meals smooth transactions.
You may be eligible for free advanced reserved seating or be

m. pre-travel seat selection required to pay a fee, based just on category of transportation and
ticket class you choose.
Transportation links businesses to clients and suppliers,

n. private car transfers in lieu of establishing a crucial structure that enables supplies to meet those
regular transportation options requirements for both personally and professionally use.
It basically boils down to understanding the customer's complaints

o. special offers or packages doing everything in your power to resolve them.
Whichever the circumstance, they will feel strongly about being

p. specialised styling for events there. Insuring a superior outcomes for clients will help increase
their likelihood of hiring your company again for a subsequent
event or recommending you to the others.
A hotel's luggage storage room is a place where guests can keep

q. storage for luggage after check- out their luggage to be picked up later.
If something goes wrong, such as having to cancel or shorten your

r. travel insurance trip for circumstances outside your influence, travel insurance policy
will cover you. a missed connection or an uncontrollable delay in
travel. as well as other urgent situations.
Boost guest satisfaction, improve customer

s. upgraded accommodation and retention, and see more repeat guests.
flights
The palate, however, is best when it comes to food and beer

t. wine or boutique beers to combinations, even above the recommendations of the experts.
match meals ordered
9. Thinking about the qualification you are studying and the industry you would like to work in,
answer each of the following questions:
a. Describe at least three professional service standards and protocols for staff.
o Answer the phone within 3 rings.
o Greet each customer by their first name.
▪ Respond to every customer inquiry within 60 minutes.
b. Describe at least three attitudes and attributes that would be expected to work with
customers.
➢ Respect for Others

➢ Commitment to the Job
➢ Helpfulness with Others
c. Describe at least three key customer service needs and expectations in the industry.
➢ Reliability & Sustainability
➢ Risk Reduction
➢ Usability & Convenience
d. Describe two types of customer loyalty programs that exist.
➢ Point Programs
➢ Spend-Based Loyalty Programs
e. Describe how customer databases are used in this industry and three essential features.
Email addresses, demographic information, and past purchases are all stored in the database as
important client information. The database promotes client recruitment, loyalty, and foundation growth
whilst giving insight into consumers who really are purchasing your services or goods.
The essential features of customer databases are:
➢ Create Brand Affinity
➢ Develop Customer Loyalty
➢ Provide Better Customer Service
10. Choose a company you are familiar with and/or would be interested in working for. Answer each of
the following questions.
a. What does the company says its response time is for providing services and
resolving complaints? How does this compare to other companies?
A wide variety of employment in the service sector entail offering some kind of assistance to
customers and clients. These positions are frequently found in the hotel, commerce, and
culinary sectors. The time it takes to respond to an user's order is known as the service
reaction times. Response time is crucial for keeping consumers in a small firm.
b. Describe key features of its customer service policies and procedures
➢ Speak respectfully to customers at all times.
➢ Listen carefully and allow customers time to explain the circumstances fully.
o Convey a sound knowledge of the business, including its goods, services and guidelines.
c. Summaries its complaint handling policies and procedures.

➢ Listen to the complaint
➢ Record details of the complaint
➢ Get all the facts
➢ Discuss options for fixing the problem
➢ Act quickly
➢ Keep your promises
o Follow up
d. Outline three promotional services offered by the company.
➢ Acquisition
➢ Monetization
➢ Activation
11. Explain the best practice process that a company should follow for responding to the following
common customer complaints:
a. incorrect pricing or quotes
➢ Affirm that yes, they are correct.

➢ Give a short explanation.
➢ Give them loving permission to make another choice.
b. delays or errors in providing products or services
➢ Stay calm
➢ Listen carefully
➢ Acknowledge the problem
➢ Get the facts straight
➢ Prepare an action plan.
c. misunderstanding of customer requests

➢ Request authorization before discussing the situation.
➢ Start asking questions and pay attention to the responses.
➢ Identify the miscommunication's origin and fix it.
➢ Verify that agreement was made and also that the feelings have been addressed.
➢ Verify that this agreement is in effect at this time, and then continue.
d. escalated complaints or disputes
➢ Note the complaint's specifics.
➢ Find out the truth.
o Discuss possible solutions to the issue.
e. other team members or suppliers not providing special requests

➢ Professionalism
➢ Patience,
➢ People-first attitude
f. misunderstandings or communication barriers
➢ Determining whether such a suitable place and time to speak with both the person are
available
➢ Being understandable including using words they can grasp
o Recognizing any feelings that person may have after hearing whatever you stated.
g. unmet expectations of, or problems or faults with, a service or product

➢ Recognize their motivations.
➢ Be open, honest, and clear in your operations.
o After collaborating, debug.
12. Explain how the following methods can help to compensate dissatisfied customers.
Method How it can help compensate dissatisfied customers
An agreement must leave a discussion including both

a. Negotiating with suppliers on customer parties satisfied as well as at ease. If the other party feels
behalf to gain reduced rates or extra cornered during talks, they may fail.
services
The polar opposite of client satisfaction is consumer discontent.

b. Providing some or all services free of When a consumer's perception are not really met, but also when a
charge or at a reduced rate. corporation does nothing to address the issue, it occurs. For
instance, 74% of customers claim that after obtaining exceptional
service, they will overlook a company's error.
As a supervisor, you might need to bargain compensation you the

c. Providing discount vouchers to attend at new employee as well as with other corporate employees.
a future time inexpensive add-on
products small gifts special attention
during the service period and special
customer service delivery on next
attendance
13. Explain why it is important to consider each of the following factors when
determining compensation of dissatisfied customers:
a. financial constraints of the organization
The best ways to encourage company growth are probably to preserve company’s policies, reduce
criminality, and restructure the banking sector to remove funding restrictions.
b. profitability of the sale

The best ways to encourage company growth are probably to preserve company’s policies, reduce
criminality, and restructure the banking sector to remove funding restrictions.
14. Choose two cultural groups you know about and for each describe the following in relation to
customer service:
a. modes of greeting, farewelling and conversation
In the United States, asking someone "How are you?" is a typical greeting. Typically, it's merely a
means to introduce yourself. Therefore, saying something like "I am good" might be the most
common response. Nevertheless, if your Chinese business associates inquire about your well-
being, they typically anticipate a very much long reply.
b. body language and body gestures
In the first grade, Americans learns how to sit. In speaking, most Japanese children never are taught to
sit like way; instead, they can sit on the knees or, if they are sitting on the ground, with their knees
tucked into their chests.
c. formality of language
American language are straight forward and precise or customer service. Indian language are more
caring and respectful or customer service.
d. clothing expectations for customer service staff

American wear suits and dresses for customer service Indians wear saris and Kurtha or customer service.
15. Explain each of the following methods of collecting feedback:

a. Surveys
A survey is a research technique used to gather data from a predetermined sample of respondents in
order to learn more and acquire perspectives into a range of interesting topics.
b. Interviews
A planned interaction in which one party wants to know as well as the other responds is known
as an interview.
c. structured questioning
A structured question is a closed question which is used in surveys to elicit simple responses and
minimize respondent thought.
d. observation of customers
Visits to your clients are only one aspect of customer observation; what important is venturing outside
the conference to listen intently to and comprehend what individuals have been doing with their
employment on a daily basis.
e. casual discussion
Acquiring normal conversations with team members you manage gives you the chance to learn further
about their abilities, experience, and abilities. It also enables you to assess not just to their current
capacity but perhaps also their promise for the next.
16. Explain three types of communication techniques, including key features.

➢ Verbal Communication
➢ Nonverbal Cues Speak Volumes
➢ Visual Communication
17. Explain three types of communication equipment that can be used in customer service.
➢ Verbal Communication
➢ Nonverbal Cues Speak Volumes
➢ Visual Communication
Assessment Task 1: Checklist
Student’s name:
Did the student provide a Completed

sufficient and clear answer successfully? Comments
which met the requirements of
the assessor marking guide? Yes No
Question 1
Question 2
Question 3
Question 4
Question 5
Question 6
Question 7
Question 8 a
Question 8 b
Question 8 c
Question 8 d
Question 8 e
Question 8 f
Question 8 g
Question 8 h
Question 8 i
Question 8 j
Question 8 k
Question 8 l
Question 8 m
Question 8 n
Question 8 o
Question 8 p
Question 8 q
Question 8 r
Question 8 s
Question 8 t
Question 9 a
Question 9 b
Question 9 c
Question 9 d
Question 9 e
Question 10 a
Question 10 b
Question 10 c
Question 10 d
Question 11 a
Question 11 b
Question 11 c
Question 11 d
Question 11 e
Question 11 f
Question 11 g
Question 12 a
Question 12 b
Question 12 c
Question 13 a
Question 13 b
Question 14 a
Question 14 b
Question 14 c
Question 14 d
Question 15 a
Question 15 b
Question 15 c
Question 15 d
Question 15 e
Question 16
Question 17
Task outcome: □ Satisfactory □ Not satisfactory
Assessor signature:
Assessor name:
Date:
Student declaration
Student name
Student ID number
Student signature
Date
Assessor name
Assessor signature
Date
Feedback


Student signature
Date
Assessment Task 2: Customer service project

This task requires you to prepare for, and participate in, roleplays with two customers to find out about
their needs and provide information on services available. You will then be required to provide the
required services to the two customers.
You will need access to:
• your learning resources and other information for reference
• a telephone (mobile or fixed line: for both the student and assessor)
• roleplay customers (the assessor)
• your Customer Record Sheet
• your Customer Service Policy and Procedures
• your List of Services.
Ensure that you:
• review the advice to students regarding responding to written tasks in the Hospitality Works
Student User Guide
i
how your assessment should be submitted.
Activities
Complete the following activities.
1. Carefully read the following scenario
Aus. Biz Coaching provides a range of business coaching services designed to help
clients develop their business vision and achieve desired outcomes.
The company has a strong focus on running events for clients and also offers a wide
range of business coaching services, including one to one coaching, one off strategy
sessions and online group coaching sessions. The company has also recently produced a
book aimed at small business owners. The list of services is provided in a separate
document.
For the purposes of this assessment, you are employed as a Customer Service and Events
Manager for the company. One of your roles is to match services offered by the company to
client needs.
Today you will receive enquiries from two customers:
2. Prepare for the roleplay.

Read the case study information provided above, as well as the List of Services that
Aus Biz Coaching provides to identify the services that may suit each customer.
The roleplay will be completed twice, once for two different customers. You will answer
the enquiry according to company procedures and then provide information to each
customer about the services the business offers that will help the customer with their needs.
Your assessor will play the role of each customer and will telephone you.
You will also be required to follow up some information that you cannot provide to the
customer over the telephone, as well as enter the customer’s details into the customer
record sheet provided to you which is part of the company’s procedures.
Your assessor will roleplay each customer and advise you of the time and date for the
assessment tasks.
Forcustomer1,webelievethatonetoonecoachin
gses
sionswouldbethebestwayto helphim
achievehisgoals.Thisisbecausehewouldbeabl
etoworkwithacoachona
rangeofareasthatheisinterestedin,andtheco
achwouldbeabletotailortheses sionsto
hisspecificneeds.Wewouldalsorecommendthathe
readsourBusiness Solutionsbook
priortohiscoachingses sion,asthiswilgivehim
anunderstandingoftheconceptsthatwil
becoveredintheses sion.Jasonmayalsobeintere
stedinatendingoneofourevents,
suchasourbusines s
partnershipevent,butwewouldrecommendthathe
3. Provide customer service over the telephone.
Now participate in the two customer roleplays at the date and time specified by your
assessor and complete the following activities noting that your assessor will roleplay the
customers and each time will call you on yours or the RTO’s telephone.
You will need to:
• Answer call in accordance with company policy.
• Listen to the customer’s enquiry to determine the exact nature of the request and ask
further questions as required to assist in identifying customer’s needs
• Clearly and accurately explain services offered by Aus Biz Coaching that may be
suitable for the customer, offering extra and add-ons that may be appropriate.
• Respond to questions and provide information to assist the customer in
selecting the right option for them.
• Identify information that you are unable to immediately provide to the customer
and respond in accordance with the customer service policy and procedure.
Demonstrate effective interpersonal skills including:
• Using a warm and friendly tone to build rapport
• Speaking clearly
• Asking questions clearly and concisely
• Cleary and accurately responding to questions
• Use active listening techniques
Ask for the customer’s details (name, company, position, telephone, email) and record
them in the customer record sheet. Explain key privacy requirements in relation to the
recording of customer details as per the customer service policy and procedure.
After the telephone call, record all notes and comments about the phone call on the
customer record sheet, including customer priority rating as per the customer service policy
and procedure. You will finalise all the details in the customer record sheet Task 3 below.
Role play 1
Me: Hello Sir, Welcome to Aus. Biz Coaching. How may I help you?
Customer 1: I would like to join one of your coaching session. What is your best
product?
Me:
Webelievethatonetoonecoachingsessions
wouldbethebestwaytohelp him
achievehisgoals.Thisisbecausehewouldb
eabletoworkwithacoachona
rangeofareasthatheisinterestedin,andt
hecoachwouldbeabletotailorthe
sessionstohisspecificne
e ds.
Customer1:Whatelsecanyouhelpmewith?
Me:WewouldalsorecommendthathereadsourB
usinessSolutionsbo
o kpriorto
hiscoachingsession,asthiswilgivehim
anunderstandingoftheconceptsthatwil
becoveredinthesession.
Customer1:Will there be any activity where I would be engaging and

interacting with people?
Me:You mayalso be interested in atending

one ofourevents,such asour
businesspartnershipevent,butwewouldre
commendthathewaituntilhehas
startedhiscoachingsessionsbeforecommit t
ingtoanything.
Customer1:Okay,thankyouortheinformation.
Me: No problem sir. Thank you.
Role play 2
Forcustomer2,webelievethatonetoone
coachingsessionswouldbe
thebestwaytohelpherachievehergoals
.Thisisbecauseshewould
beabletoworkwithacoachonarangeofar
easthatsheisinterested
in,andthecoachwouldbeabletotailor
thesessionstoherspecific needs.We
would also recommend thatshe books an
immediate
appointmentsothatshecanstarthercoa
chingsessionsassoonas possible.
Me:Hello Madam, Welcome to Aus. Biz Coaching. How may I help you?
Customer 2: I am planning to join one of your session to get prepared or one of my
company conference next month.
Me:
webelievethatonetoonecoachingses
si
onswouldbethebestway
tohelpherachievehergoals.Thisisbe
causeshewouldbeabletowork
withacoachonarangeofareasthatshei
sinterestedin,andthecoach
wouldbeabletotailorthesessionstohe
rspecificneeds.
Customer2:And isthere
anyotherrecommendation to achieve my
goals?
Me:
Wewouldalsorecommendthatyoubookanimmedi
ateappointment
sothatshecanstarthercoachingses
sionsasso
onaspos
sible.
Customer 2:
Okaythankyoufortheinfor
mation. Me: No problem Madam. Thank you.
4. Update the customer record sheet with the details of the potential customers.
Use the Customer Record Sheet Template to record
these.
Save the file as Customer Record Sheet Assessor.
Date
Specific
Com Posi Enquiry Details of Follow of
Name Phone Email Priority customer
pany tion details response up respo
notes
nse
One to
jason@mail. One to Immedait one and Immeidat
Jason N/A N/A N/A com one e events N/A e entry N/A
One to
Padma@ma One to Immedait one and Immeida
Samiya N/A N/A N/A il.com one e events N/A te entry N/A
5. Draft of an email regarding referral information.

The text of the draft email should be in grammatically correct English, written in an
appropriate (polite, business-like) style.
Follow up the customer’s requests for information that you were unable to answer by
asking the relevant staff to clarify the requested information.
Attach your updated Customer Record Sheet on the draft email
6. Draft of an email to Jason (your assessor).
When you have received a reply from the Accounts team, write to the first customer with
the offer that has been proposed.
You do not have to include an invoice but refer to the invoice in the draft email’s text
and tell the prospective customer what the estimated cost of the services will be.
This draft email should be sent within the guidelines as set out in the Customer Service
Policy and Procedures.
DearJason,
Greetings!
th
Withreferencetoyourinquirydated28
June,weareproposingthePlatinum package
oryourimmediate needs.You wilhave ac ces
s to
one to one training and
coachingsessionalongwithweeklyeventsandgue
stses
sions.Thispackagewilcostyou
$1200permonth.
Wehopefurtherdoingbus
sines
s toyou.
7. Draft of an email to Samiya (your assessor).
When you have received a reply from the Head Business Coach, write to the second
customer with their response.
You do not have to include an invoice but refer to the invoice in the daft email’s text and
tell the prospective customer what the estimated cost of the services will be.
This draft email should be sent within the guidelines as set out in the Customer Service
Policy and Procedures.
DearSamiya,
Greetings!Withreferencetoyourinquirydated 28th June,weareproposing the Siver package oryourimmediate
$1100permonth.
Wehopeurtherdoingbusines toyou.
Verytrulyyours, MansonGreen
8. Draft of an email to the Head Business Coach (your assessor).
Assume that the first customer has responded that they accept the offer given and want to
proceed with the provision of products and services as soon as possible.
The objective of the draft email is to ensure that the first customer’s special request will be
actioned, ensuring that the services will be delivered efficiently.
DearAs
ses
sor,
Greetings!
OurfirstcustomerJasonhasac ceptedourofferand wa
nt to proceed with the provision of products and services as soon as possible. Hence, I
would like to request your confirmation for immediate actioned ensuring that the services will
be delivered efficiently.
Eagerlywaitingforyour
responseand
confirmation. Verytrulyyours,
9. Daft of an email to the selected consultant (your assessor).
Assume that the second customer has also responded that they accept the offer given and
want to proceed with the provision of products and services as soon as possible.
The objective of the draft email is to ensure that the second customer’s special request
will be actioned also.
DearAs
ses
sor,
Greetings!
OursecondcustomerSamiyahasac ceptedouroffera
ndwant to proceed with the provision of products and services as soon as possible. Hence,
I would like to request your confirmation for immediate actioned ensuring that the services will
be delivered efficiently.
Eagerlywaitingforyour
responseand
confirmation. Verytrulyyours,

Inform the customer of the problems with the services as set out in the return draft email
from the consultant. Advise the customers about the alternative services that are being
offered.
Also, suggest a way that the company can compensate the customer for the service
difficulty.
DearSamiya,
Greetings!Iam sor
rytoinform
youthatourconsultantforthesilverpackagee
ncountered
problemswiththeservicessetout.Hence,wewo
uldliketoofferyouwithourplatinum
packagethatarecurrentlybeingofferedbyourcom
pany.
Please,replytothisemailaboutyou
11. Draft of an email to the Head Business Coach (your assessor).
The objective of the draft email is to provide internal feedback on service issues and
suggest improvements to the system.
Dearas
ses
sor,
Greetings!Iwouldliketoinform
thatwerecentlyencounteredaproblem
whereoneofthe productswasfailed to
ac
ces
s.Hence,the consultantoperating the
producthasbeen absentfrom
workplace.Isuggestwecaloneofserviceexpert
Student’s name:
Completed
successfully? Comments
Did the student: Yes No
Answer the telephone according to

company procedures?
Assist customers to determine their

preferences, needs and expectations?
Provide advice to customers about

products and services to meet their
needs?
During the phone call use effective

interpersonal skills?
Recognise the need to refer enquiries to

others?
Correctly record customer details in the

customer record sheet?
Provide products and services with

professional and personalised service that
will meet individual preferences?
Provide products and services with

professional and personalised service that
will meet individual preferences?
Offer extras/add-ons tailored to the

customer’s needs?
Respond to potential customers within the

guidelines as set out in the Customer Service
Policy and Procedures?
Check actioning of the customer’s

special requests?
Liaise with team members to ensure

efficient service delivery?
Share customer information with team
members to ensure that quality service is
provided?
Identify problems with providing the

services and address these before
provision to the customer?
Anticipate delays in product and service

provision and update the customer on
expected outcomes?
Advise customer of alternative products

and services?
Proactively compensate for service

difficulty in line with own level of
responsibility?
Provide internal feedback on service

issues and suggest improvements?
Assessor signature:
Assessor name:
Date:
Student declaration
Student name
Student ID number
Student signature
Date
Assessor name
Assessor signature
Date
Feedback


Student signature
Date
Assessment Task 3: Customer complaints resolution
project

In this task, you are required to handle complaints from a customer and respond to the customer according
to company policies and procedures.
• your Complaint Acknowledgement Letter Template
• your Complaint Handling Policy and Procedures
• your Complaint Outcome Letter Template
• your Complaints Register Template
• your Refund Policy.
Ensure that you:
Student User Guide
i
Activities
1. Prepare for the roleplay.
This assessment task requires you to handle a customer complaint in the role of
Customer Service and Events Manager for Aus. Biz Coaching.
You will need to thoroughly review the following company documents before you
commence this task to ensure you understand and can apply procedures that must be
followed and how to respond to customer complaints.
• Complaint Acknowledgement Letter Template
• Complaint and Refund Policies and Procedures
• Complaint Outcome Letter Template
• Complaints Register Template
• Refund Policy.
2. Handle customer complaint.
The customer (your assessor) will call you complaining about the workshop he
attended being dull and uninteresting.
You will need to:
• Answer the telephone in accordance with company policy.
• Respond to the customer in accordance with the company’s compliant
handling policy and procedure.
• Use questioning techniques to establish and agree on the nature, possible cause,
and details of the complaint.
• Assess the complaint’s impact on customer
• Log the details of the complaint in the complaint register (once you have
completed Task 3 below, you will send the completed register to your
assessor).
• Calmly advise the customer that the complaint will be recorded and actioned as per
the company’s policy. Briefly explain the company policy.
Role play
Me: Good morning sir. How can I help you?
Customer: Yes, I would like to lode the complaint that my coach has been absent
from the coaching sessions.
Me: Okay sir. I would immediately look into it and take it forward to the manager.
Customer: Okay good.
Me: Okay sir. Thank you.
3. Acknowledge complaint.
Following the phone call, you are required to action and resolve the complaint as set out
in the company’s complaint policy.
Use the Complaint Acknowledgement Letter Template to guide your writing of a letter to
the customer.
Name and address

Date
Re Receipt of complaint
Dear client,
I am writing to advise of the receipt of your complaint. We are currently processing your complaint and
will advise you of the outcome in writing within 10 days of the date of this letter.
Yours sincerely Customer
Service Officer
4. Inform customer of the outcome of the complaint.
Three days later you are advised that you may not refund the customer’s money, but you
can offer them another workshop free of charge and/or they can have a one-off one-on-
one session with a consultant.
Write a formal letter advising the customer of the outcome of the complaint. Use the
Customer Complaint Outcome Letter Template to guide your work.
This letter is an opportunity to demonstrate high quality customer service, so write the
letter with this as a goal
<Customer name and address>
<Date>
Re. Outcome of complaint
Dear <customer name>
I am writing to advise of the outcome of your complaint about absence of the coach.
At Aus Biz Coaching we value all of customers and strive to resolve all customer complaints to
the satisfaction of our customers.
I am writing to advise you that your coach has been absent from past 5 days and we have
managed his replacement until he comes back starting from the usual time.
Please contact us to I products need to be picked up for repair or replacement, customers should
be advised that they should contact the store to advise of a suitable time or where the outcome is
in the store’s favour to say that they may call to discuss the matter further.
Yours sincerely
Customer Service Officer
5. Update the Complaints Register.
Include as much detail as you can in the register.
Complaints Register
Date of Person Descriptio Systemic

complai Complaina responsib n of Resolutio Commen improveme
nt nt name le complaint Cause n ts nt required
24th June Absence of Mack Coach was Grandfath Managed Need Prior
the coach Hecob absent for 2 er death replaceme clarificatio information
days nt n from the from the
consecutiv coach coach to
ey replace
immediatey
6. Draft of an email to the Managing Director (your assessor).
It should introduce and summarise the contents of the attachments.
The draft email text should also give the nature, possible cause, and details of the
complaint, as well as the impact that it has had on the customer.
It should also endeavour to describe how such a complaint could be avoided in the future.
Describe how the solutions offered to the customer could be used as opportunities to
demonstrate high quality customer service to them.
Attach the following to the draft email:
• Complaint acknowledgement letter
• Customer Complaint Outcome Letter
• Updated Complaints Register
<Customer name and address>

<Date>
Dear managing director,
I would like to inform you about a recent problem that arise. One of our customer’s coach was
absent continuously or 2 days. This made the customer to call us and file a complaint. The
customer complain was responded by providing replacement coach. The problem made us
realised about our absenteeism strategy. We have to construct a strategy where we get
information about a coach being absent in future is preinformed to us to manage schedule like
rooster for the coaches. Similarly, I have updated complaints register regarding the customer
problem. I have attached the complaint acknowledgement letter, customer complaint outcome
letter, updated complaint register with this email thread.
I hope to hear back from you soon because I think that this problem has offered us a solution that
could be used as an opportunity to demonstrate high quality customer service for us.
Yours sincerely Customer
Service Officer
Student’s name:
Completed
Use questioning techniques to establish and

agree on nature, possible cause, and details
of the complaint?
Act swiftly to resolve complaints and

prevent escalation in consultation with
customer?
Determine options to resolve complaints

and decide on optimal solutions, taking
organisational constraints into account?
Take responsibility for resolving

complaints in a professional manner?
Resolve complaints using appropriate

communication techniques?
Provide internal feedback on customer

complaints and feedback?
Provide the required follow-up in order to

avoid future occurrence of the complaint?
Review and evaluate complaints and

solutions to enhance the organisation’s
response to similar issues in the future?
Assess the complaint’s impact on the

customer?
Turn complaints into opportunities to

demonstrate the organisation’s high-
quality customer service?
Assessor signature:
Assessor name:
Date:
Student declaration
Student name
Student ID number
Student signature
Date
Assessor name
Assessor signature
Date
Feedback


Student signature
Date
Assessment Task 4: Customer service report

This task requires you to seek and record feedback from the two customers you provided services to for
Assessment Task 2.
You will also be required to review the organisation’s Feedback Register and, based on your review,
develop a report recommending ways to improve service delivery for Aus Biz Coaching.
• your Customer Service Policy and Procedures
• your Customer Service Report Template
• your Feedback Register Template.
Ensure that you:
Student User Guide
i
Activities
1. Seek customer feedback.
It is almost three months since both Samiya and Jason finished their courses. Review the
Customer Service Policy and Procedures to determine how you should undertake the
regular customer satisfaction review.
Develop a draft email that could be sent to customers seeking feedback about their
experience with Aus Biz Coaching.
<Jason and address>
<Date>
Dear Jason,
I would like to congratulate you on the completion of your session. It is almost three months you
have finished your course. Hence, we would like to receive your satisfaction review and
feedback on your experience in Aus Biz Coaching.
I hope to hear back from you soon and evaluate your valuable feedback. Yours
sincerely
It should seek feedback about Jason’s experience with Aus Biz Coaching. Your
assessor will respond to you in the role of Jason.
<Jason and address>

<Date>
Dear Jason,
sincerely
It should seek feedback about Samiya’s experience with Aus Biz Coaching. Your
assessor will respond to you in the role of Samiya.
<Samiya and address>

<Date>
Dear Samiya,
sincerely
4. Update the Feedback Register.
Enter the information that you receive back from the customers into the feedback
register.
Include follow up actions required to enhance service delivery in the future.
The Feedback Register already includes feedback from customers collected over the first
quarter of the financial year.
FEEDBACK REGISTER
Type of Provided Follow up
Date Related to feedback Feedback provided by required/solutions
June 25 Coach Complaint The coach was absent and Iost 2 Jason Coaches are
days worth of session and time required to inform
about their future
absentism prior to
the event.
June 20 Timeliness Feed back The class or session is always on Samaiya All the classes of
time other clients and
customers are also
scheduled and
operated on time.
5. Develop a customer service report.
For this part of the assessment task, you are required to develop a customer services
report identifying and recommending ways to improve service delivery based on your
evaluation of the company’s feedback register.
First of all, review your completed feedback register from activity 1.
Then develop a report that includes:
• The purpose of the report and number of complaints and feedback during the
specified period
• An analysis of feedback and complaints with regard to service delivery and
provision of products and services
•Outline of potential solutions to address feedback and complaints. Use the
Customer Service Report Template to guide your work.
Your report must be clearly written and address all of the required content as stated above.
When you have finished writing your report, proofread it thoroughly.
Aus Biz Coaching
Customer service report
Introduction
The purpose of this report is to provide feedback and complaint that are entered and
updated in the register. There are one complaint and feedback from Jason and
Samaiya respectively.
Analysis of feedback
The feedback is about the timeliness and punctuality o Samaiya’s coach. Her feedback
is about sincerity of the coach for respecting time given by the students. The complaint
by Jason was about one coach who was absent for 2 consecutive day without prior
notice.
Potential Actions to address
High absenteeism can make blockage and stoppage in the regular and systematised sessions.
Recommendations
The punctual and sincere coaches should be rewarded and coaches with more
absenteeism should be strictly monitored and processed.
6. Draft of an email to the Managing Director (your assessor).
It should introduce and summarise the contents of the attachments.
Summarise the customer complaints and feedback and describe what follow-up is required
to ensure that its reoccurrence can be avoided in the future.
Attach your feedback register and customer service report on the draft email.
<Managing director and address>
<Date>
Dear managing director,
I would like to inform you that we have received and feedback and complaint from 2 of our
customers. The feedback is about timeliness and punctuality about coaches and the complaint is
about absenteeism of some of the coaches. I have attached the feedback register and customer
service report along with this email thread.
I hope to hear back from you.
Yours sincerely
It should promote repeat business by offering the services described by the Managing
Director.
<Jason and address>
<Date>
Dear Jason,
I would like to inform you that we have evaluated your complaint about absenteeism of some of
the coaches. We have discussed this topic with the managing director. It would be please me to
inform you that the managing director have provided you with special gold package for free or
your valuable feedback which helped us to improve our system and process.
Yours sincerely
It should promote repeat business by offering the services described by the Managing
Director.
<Samiya and address>
<Date>
Dear Jason,
I would like to inform you that we have evaluated your feedback about punctuality of some of the
coaches. We have discuss this topic with the managing director. It would be
please me to inform you that the managing director have provided you with special gold package
for free or your valuable feedback which helped us to improve our system and process.
Yours sincerely
Student’s name:
Completed

Provide internal feedback on customer
feedback and required follow up?
Promote repeat business by offering

promotional services as set out by the
Managing Director?
Maintain customer profiles to enhance

service delivery?
Provide personalised service to customers in

a manner that builds repeat business?
Assessor signature:
Assessor name:
Date:
Final results record
Student name:
Assessor name:
Date:
Unit name:
Qualification name:
Final assessment results
Result
Task Type Satisfactory Unsatisfactory Did not submit
Assessment Task 1 Knowledge questions S U DNS
Assessment Task 2 Customer service project S U DNS
Customer complaint
Assessment Task 3 S U DNS
resolution project
Assessment Task 4 Customer service report S U DNS
Overall unit results C NYC
Feedback
 My performance in this unit has been discussed and explained to me. I


Student signature: Date:
Assessor signature: Date:

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Darwin Institute of

Student ID: …………………………………………………………………

Assessment for this unit

Preparing for assessment

Do you have any specific needs that should be considered □ Yes □ No

If so, explain these in the space below.

Do you understand your rights to reassessment?  Yes  No

Do you understand your right to appeal the decisions made in an  

Assessment outcome S NS DNS Resubmission Y N

Student result response

Information for students

1. List three principles of enhanced customer service experiences.

2. List three benefits of enhanced customer service experiences.

3. List three principles of positive communication.

4. List three benefits of positive communication.

• Enable trial prior purchase for consumers.

Extra or add on How it can enhance customer service and example

Destination marketing tries to unite the businesses in a particular

Recurring revenue, word-of-mouth recommendations, and favorable

This necessitates having a comprehensive, top-down perspective

It enables both hosts and attendees to enjoy themselves without

Leisure travelers' entertainment pursuits make up a sizable portion

The main objective of incentives is to draw visitors' interest so they

A sentiment that results from comparing a service performance to a

Carbon offsets are optional programs in which participants pay to

Their primary means of ensuring that their visitors have a wonderful

All of your staff employees should be able to communicate with

It enables travelers to check additional bags for a fee at least 4 hours

Prepayment lessens the workload and enhances the pleasure with

You may be eligible for free advanced reserved seating or be

Transportation links businesses to clients and suppliers,

It basically boils down to understanding the customer's complaints

Whichever the circumstance, they will feel strongly about being

A hotel's luggage storage room is a place where guests can keep

If something goes wrong, such as having to cancel or shorten your

Boost guest satisfaction, improve customer

The palate, however, is best when it comes to food and beer

➢ Respect for Others

c. Summaries its complaint handling policies and procedures.

d. Outline three promotional services offered by the company.

➢ Affirm that yes, they are correct.

b. delays or errors in providing products or services

c. misunderstanding of customer requests

e. other team members or suppliers not providing special requests

g. unmet expectations of, or problems or faults with, a service or product

Method How it can help compensate dissatisfied customers

An agreement must leave a discussion including both

The polar opposite of client satisfaction is consumer discontent.

As a supervisor, you might need to bargain compensation you the

b. profitability of the sale

d. clothing expectations for customer service staff

15. Explain each of the following methods of collecting feedback:

16. Explain three types of communication techniques, including key features.

Did the student provide a Completed

Task outcome: □ Satisfactory □ Not satisfactory

Assessment outcome S NS DNS Resubmission Y N

Student result response

Information for students