Student Assessment Guide: Sitxccs008 Develop and Manage Quality Customer Service Practices

SITXHRM003 – Lead and Manage people
190235 JASPINDER KAUR
SITXCCS008
Develop and manage quality customer service practices.
Version 3.0
Student Assessment Guide

Australian Academy of Higher Learning T/A Technical Institute of Victoria (TIV)
RTO No:21994 CRICOS CODE 02924F
SITXCCS008 –Student Assessment Guide Page 1 of 74

Australian Academy of Higher Learning Pty Ltd T/A Technical Institute of Victoria (TIV)
RTO No:21994 CRICOS CODE 02924F Version 3.0
SITXCCS008 Develop and manage quality customer service practices.
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ASSESSMENT RECEIPT FORM
STUDENT NAME: JASPINDER KAUR
STUDENT ID: 190235
COURSE CODE:
COURSE TITLE:
TRAINER’S/ASSESSOR’S NAME:
DUE DATE
UNIT CODE AND DESCRIPTION SITXCCS008 – Develop and manage quality customer service
practices
NOTE:
1. This form must be stapled on top of the Assessment Workbook upon submission.
2. This Assessment Receipt Form must be dated and signed in.
DECLARATION
1. I am aware that penalties exist for plagiarism and academic dishonesty.
2. I am aware of the requirements set by my Trainer/Assessor.
3. I have retained a copy of my Assessment.
Student Signature: Date:
ASSESSMENT RECEIVED BY TIV Staff

Name:
Date:
Signature:
================================= Tear Here ===========================

Students must retain this as a Record of Submission.
Assessment Handed On:
Unit Code & Description: SITXCCS008 – Develop and manage quality customer service practices.
TIV Student
Assessment Received by
TIV Staff Name: ………………...……..............……...……... Student ID:

.................................................................
Signature: …………………………...……...……...…………..…...
Student Signature:
….………………………………………..…….
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Competency Record Sheet:
This form is to be completed by the assessor and is used to record the student assessment Outcome/result for the Unit of
Competency. All student submissions (Outlined below) are to be attached to this sheet before placing on the student
academic file. Student results are not to be entered into the Student database unless all relevant paperwork is completed
and attached to this sheet.
Student must complete all assessment tasks as satisfactory (S) to be Competent (C)
To be filled by the student

Student’s ID: 190235
Student’s Name: JASPINDER KAUR
Date of
Assessor’s Name:
completion:
Qualification Code and Title
Unit of Competency SITXCCS008 – Develop and manage quality customer service

practices
Assessor Use OnlyFirst attemptRe-SubmissionLate Submission

Student Results
Assessment Methods Not Yet
Please attach the following assessment methods to this sheet Satisfactory(S) Satisfactory
(NYS)
Assessment 1: Written Test □ □
Assessment 2: Project-Part 1 □ □
Assessment 3: Project- Part 2 □ □
Comments:
Note: student is required be marked satisfactory in all assessment methods to be deemed competent in this unit.
Unit Outcome:  Competent  Not Yet Competent

Is re-assessment required:  Yes  No
Student’s Signature: Assessor’s Signature:
Administrative Use Only

All sections are completed and signed. The Final Unit result is entered in the Student Management System.
Name: Signature Date

STUDENT ASSESSMENT GUIDE
Please read all the information given to you when you receive this assessment booklet. If you do not understand
any part of this booklet, please inform your assessor/trainer.
The Student Guide contains two (2) parts:
PART 1: Assessment’s information:

This part contains information on assessments for this unit of competency and how assessment will be conducted
throughout unit to achieve the competency. It includes:
 Application of the unit of competency

 Purpose of assessment
 Elements, Performance criteria, performance and knowledge evidence requirements of the unit
 Context, Conditions and required resources and location of the assessment.
 Assessment methods and tasks.
 An outline of evidence to be gathered from student.
 Administration, recording and reporting the requirements including special adjustments, appeals,
reasonable adjustments and assessors’ intervention.
PART 2: Assessment Methods and Tasks:

This part contains the information to successfully undertake the assessment Method. In each assessment method,
students will find the following information:
 Generic Instructions to students on assessment method
 Information on Resources required where applicable.
 Planning the assessment
 Evidence specification
 Evidence submission
 Assessment Tasks and Task instructions.
PART 1
Assessment
Information
Application of the unit of competency:
This unit describes the performance outcomes, skills and knowledge required to develop, monitor and adjust
customer service practices. It requires the ability to consult with colleagues and customers, develop policies and
procedures for quality service provision, and manage the delivery of customer service.
The unit applies to senior managers who operate independently, have responsibility for others and are
responsible for making a range of operational and strategic decisions.
This includes individuals working in a range of tourism, travel, hospitality and event contexts and to any small,
medium or large organisation.
No occupational licensing, certification or specific legislative requirements apply to this unit at the time of
publication.
Purpose of assessment:
The purpose of assessment is to determine competency in the unit SITXCCS008 – Develop and manage quality
customer service practices.
Elements
Elements Elements Title
1 Develop quality customer service practices.
2 Manage delivery of quality service
3 Monitor and adjust customer service
Foundation Skills
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed
here, along with a brief context statement.
SKILLS DESCRIPTION
Reading skills to:  interpret customer service surveys and unfamiliar complex documents
on current industry trends and changes that affect service delivery
 research customer service requirements.
Writing skills to:  produce comprehensive yet easily accessible policies and procedures that
provide service expectations.
Oral communication  discuss customer service needs with staff and customers.
skills to:
Numeracy skills to:  calculate and interpret customer satisfaction statistics and business
performance data.
Learning skills to:  contribute to change management in workplace customer service.
Problem-solving skills  allow for a rational and logical evaluation of the characteristics and needs of
to: the organisation in order to design tailored customer service practices.
Planning and organising  plan for, establish and regularly monitor all components of the
skills to: customer service system.
Self-management skills  take responsibility for customer service outcomes.
to:
Technology skills to:  use software to analyse customer satisfaction data.
Performance evidence:
Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in
the context of the job role, and:
 research and develop customer service policies and procedures for at least three
different areas of the business that meet industry standards
 implement and monitor practices for quality customer service in line with above policies
and procedures over four service periods
 evaluate practices for quality service provision and identify any failings
 review policies and procedures, adjust as necessary, and communicate any new practices
to staff.
Knowledge evidence:
Demonstrated knowledge required to complete the tasks outlined in elements and performance
criteria of this unit:
 principles of quality customer service
 specific industry sector:
o professional service standards for service industry personnel
o attitudes and attributes expected by the service industries to work with customers
 roles and responsibilities of management, supervisors and operational personnel in providing
quality service
 sources of information on current service trends and changes that affect service delivery
 internal and external environmental changes and their effect on planning for
quality customer service:
o changes in the competitive environment
o economic climate
o introduction of new technologies or equipment
o management changes and organisational restructures
o recruitment practices
o trends in customer service preferences
 methods of formal and informal customer research:
o analysis of competitive environment and industry service trends
o customer service surveys
o customer focus groups
o qualitative or quantitative research
o seeking feedback from service delivery colleagues
o questioning customers
 methods of implementing quality service provision:
o developing, implementing and monitoring customer service policies and procedures
o involving staff in the development of customer service practices
o evaluating staff and customer feedback
 methods of assessing the effectiveness of customer service practices:
o examining overall business performance
o monitoring the ongoing effectiveness of:
 staff in meeting customer service standards
 policies and procedures in explaining practices
o reviewing numbers and nature of:
 complaints
 disputes
 responses of customers
o reviewing customer satisfaction survey statistics
 methods of obtaining feedback from customers:
o customer service discussions with employees during the course of each business day
o discussions with customers
o formal customer interviews
o regular staff meetings that involve service discussions
o seeking staff suggestions for content of customer service policies and procedures
o surveys of internal customers, external customers and staff
o improvements suggested by:
 customers involved in complaints or disputes
 suppliers
 staff, supervisors and managers
 industry schemes, accreditation schemes and codes of conduct aimed at improving customer
service
 areas where organisational policies and procedures assist in ensuring quality customer
service:
o acknowledging and greeting customers
o complaint and dispute management
o authority for different level personnel to resolve complaints, disputes, service
issues and customer compensation
o loyalty programs
o presentation standards for customer environment and customer service personnel
o pricing and service guarantees
o product quality
o refunds and cancellation fees
o response times
o staff training for:
 customer service
 technical skills
 objectives, components and comprehensive details of consumer protection laws that relate
to customer service, and the business’ responsibility for:
o nominating and charging cancellation fees
o providing information on potential price increases
o providing refunds
o supplying products as described or substituting suitable products when unable
o formats for and content of policies and procedures.
Context and conditions for assessments:

To comply with the assessment condition of this unit:
 Knowledge assessments in Assessment Method 1 for this unit will be conducted in TIV Classrooms at
Level 1 /252 Lygon Street, Carlton VIC 3053.
 TIV assessors will conduct some of the tasks in Assessment Method 2 & 3 to gather performance
evidence for this unit’s in simulated hospitality environment in the classroom at Level 1 /252 Lygon,
Carlton VIC 3053 and/or workplaces.

 TIV will conduct Assessment Method 3 Role-plays assessment for this unit in its class room with
simulation through scenarios and Role-plays where student will seek staff feedback to improve customer
service practices, dispute resolution and reviewing staff performance. Although it is a simulated
environment, resources will be provided to students e.g. desk, chairs, laptop, projector, screen, order
pads, pens, menus, dispute policy etc.
 You will have access to suitable facilities, equipment and resources, including computers, databases and
templates.
 TIV will have access to wide range of resources to develop and manage quality customer service practices.
 Students must demonstrate adequate skills and knowledge evidence by providing a satisfactory outcome
for each assessment task. Assessors will refer to the model answers in the trainer and assessor guide to
compare with the student responses for each question. However, assessor may consider student’s
responses if those are relevant to the questions.
 TIV assessors who are assessing this unit will satisfy the requirements specified in Clauses 1.13-1.16 in the
Standards for Registered Training Organisations
Resources Required:
The assessor will ensure that assessment is conducted in a safe environment and you have access to the following
resources for the unit.
- Computers with access to internet and printers

- learner guide for unit SITXCCS008 Develop and manage quality customer service practices.
- Access to TIV simulated environment in TIV classroom and/or workplaces with access to equipment and
documents defined in conditions of assessment.
- Fellow students or Role-play participants to perform the Role-plays
- Additional assessor/s if required.
Competency Requirements:
Student must complete all the assessment tasks to satisfactory level to be deemed competency in this unit.
Assessors will ensure that the evidence collected meets the requirements of the Rules of Evidence (authentic,
current, sufficient and valid) prior to entering results into the competency record sheet.
Students unsuccessful at achieving “Satisfactory” for any assessment at the first attempt will be given two
opportunities for reassessment. If the student is still deemed Not Yet Competent (NYC) after two reassessments
in a unit of competency student will be required to repeat the unit as per the scheduled delivery of the course.
For further details, refer to TIV Re-Assessment Policy and TIV Course Progress Policy.
Assessment Assessment description Due date Location of assessment

tasks
Assessment In this assessment, there are thirty-eight TIV
Method 1 questions to assess the knowledge classroom/Computer
Written Test evidence required for this unit. lab/Self-paces
Assessment This assessment requires students to  TIV classroom
Method 2 develop quality customer service practices,  Workplace and/or
Project manage delivery of quality service and simulated
Part I monitor and adjust customer service. environment
Assessment This assessment requires you to undertake TIV
Method 3 3 role-plays to seek staff feedback to classroom/simulated
Project improve customer service practices, environment
Part II dispute resolution and reviewing staff
performance. After each Role-play you are
required to complete a Role-play report.
Outline of evidence to be collected:

You must submit the following evidence to be marked competent for this unit. Your assessor will ensure that the evidence
submitted meets the Rules of Evidence which are valid, sufficient, current and authentic.
 Completed written test and submitted to your assessor.

 You must submit the hard copy of the assessment. If you are unable
Assessment Method 1
to submit the hard copy you must discuss and agree the format with
Written Test
the assessor prior to the deadline.
 Completed and signed the cover sheet for Assessment Method 1.
 Completed all questions for Task 1, Task 2 and Task 3 and submitted
Assessment Method 2
to your assessor.
Project Part I
 Marking guide which assessor has marked.
Assessment Method 3  Completed 3 Role-plays and 3 Role-plays reports.
Project Part II  Observation Checklists which assessor has marked.
Administration, recording and reporting requirements:

You must read and follow this information carefully while completing assessments for this unit of competency and
if you are unsure of any instruction, please contact your assessor to clarify.
The assessments are intended to be equitable, fair and flexible.
Submission of assessment:
 Your assessor will mark the submitted assessment, provide feedback to you and complete the comments
section against each task, where applicable.
 ALL tasks must be completed in legible English.
 You must submit assessment tasks as per the format (Handwritten/Electronically) given under the
assessment instructions in each assessment method.
 You must submit all assessments on or before the due date specified by the assessor.
 Extensions for individual assessment tasks may be negotiated in specific circumstances with your
assessor/trainer. However, you need to provide genuine documents as evidence when seeking an
extension to due date (e.g. extensions due to illness will require a medical certificate.
 You are permitted to use dictionaries(printed/Electronic) and to seek support (as required) unless it puts
in jeopardy the integrity of the assessment, your assessor will let you know if this is the case.
 Unless the assessment task specifically allows pair work or group activities such as brainstorming, you
must submit your own original work and must not copy the work of other students. Plagiarism is
unacceptable.
 You must submit your assessment tasks in person in hard copies in the classroom.
Recording an assessment result:
Once the assessments have been completed, the assessor will record the assessment results on the competency
assessment record sheets

Assessors will check that you have completed the student declaration prior to filling out the assessment cover sheet.

Retaining assessment records:
TIV will securely retain all completed student assessment items for each student for a period of 18 months from
the date on which the judgement of competence for the student was made. However, Students are required to
retain a copy of the submitted assessments. (Assessments which are completing outside the classroom). TIV will
also retain sufficient data to be able to reissue AQF certification documentation for a period of 30 years.
All assessment records submitted to the assessor for marking will be retained securely.
The Administration Manager will ensure that the student records are securely retained in accordance with the TIV
record control policy and procedure.
Assessment outcomes:
For unit of competency:
There are two outcomes for assessments: C = Competent and NYC = Not Yet Competent
You will be awarded C = Competent on completion of the unit when the assessor is satisfied that you have
completed all assessments and have provided the appropriate evidence required to meet all criteria in line with
the Rules of Evidence. If you fail to meet this requirement, you will receive the result NYC = Not Yet Competent
and will be eligible to be re-assessed in accordance with the TIV Re-Assessment Policy and TIV Course Progress
Policy.
For assessment methods:

There are two assessment outcomes for assessment methods: S = Satisfactory and NS = Not Satisfactory.
On the individual assessment cover sheet for assessment method you will be marked Satisfactory, if you have
completed the task successfully, submitted all evidence and satisfied the assessment criteria. if you have not
completed the task, the evidence is not sufficient or does not meet the requirements of the assessment criteria,
you will be marked as Not Satisfactory.
Re-assessment:
If you are unsuccessful at achieving competency at the first attempt, you will be given two further opportunities
for re-assessment at a mutually agreed time and date. For further details, refer to the TIV Re-Assessment Policy
and TIV Course Progress Policy. As this is a competency-based program, the assessment continues throughout the
program until you either achieve Competency in the assessment tasks or a further training need is identified and
addressed.
Student access to records:
You have the right to access current records of your participation and results at any time. You can see your results
or attendance progress by requesting a copy of your records by contacting the student administration and the
assessor.
Support:
You may seek clarification about the assessment information and the instructions and tasks from the assessor.
You may have to agree to a timeframe with assessor if you need to meet out of your scheduled classes.
Reasonable adjustments and special learning needs:

TIV works to ensure that students with recognized and acceptable disadvantages can access and participate in
education and training on the same basis as other students. Disadvantages may be based, for example, upon age,
cultural background, physical disability, limited or non-current industry experience, language, numeracy or digital
literacy issues.
Prior to enrolment and assessments reveal that a student may require special support or where, after enrolment,
it is made apparent that the student requires special support, reasonable adjustments will be made to the
learning environment, training delivery, learning resources and/or assessment tasks to accommodate the
particular needs of the student. An adjustment is reasonable if it can accommodate the student’s particular
needs, while also taking into account factors such as the student’s views, the potential effect of the adjustment
on the student and others and the costs and benefits of making the adjustment.
Any adjustments made must:
a. Be discussed, agreed and documented in the assessment record.

b. Benefit the student.
c. Maintain the integrity of the competency standards and course requirements as stipulated in the
training package.
d. Be reasonable to expect in a workplace.
Reasonable adjustment may consist of:
a. Providing additional time for students to complete learning and assessment tasks.
b. Presenting questions orally for students with literacy issues.
c. Asking questions in a relevant practical context.
d. Using large print material.
e. Extending the course duration.
f. Presenting work instructions in diagrammatic or pictorial form instead of words and sentences.
Complaints and appeals:

If you are dissatisfied with an assessment outcome, you may appeal the assessment decision. In the first instance,
you are encouraged to appeal informally by contacting the assessor and discussing the matter with them. If you
are dissatisfied with the outcome of such discussion, you may appeal further to either the RTO Manager and/or
CEO. If you are still dissatisfied, you may appeal formally and in writing to the external body. For more
information, refer to the Assessment Policy and the Complaints and Appeals Policy and Procedures.
Assessor intervention:
Assessors will defer the assessment, if assessor identifies that you are not ready for the assessment. Feedback will
be given to you once assessor mark the assessment. (approximately within 14 days of completing the assessment.
If the assessor feels the assessment activities that might impact on your safety or that of others, the assessor will
stop the assessment immediately.
Plagiarism, cheating and assessment dishonesty:

TIV considers plagiarism and cheating as a serious misdemeanour. Evidence of plagiarism and cheating is treated
on a case-by-case basis and the consequences for students engaging in such practices may include failure of the
assessment or exclusion from the course. For more information, refer to TIV’s Assessment Policy.
References
Student are required to provide reference of the sources of information. If it is from a website, you should quote
website link, if it’s a textbook must quote the name of the textbook and publisher. If you are quoting from the
learner guide list the name of the guide.
Student Declaration:
I JASPINDER KAUR 190235

...................................................................................(Student Name)have read and understand the information
provided above and also understand and accept that any act of plagiarism and academic dishonesty may have
penalties including cancellation or suspension of my enrolment with TIV. I further declare that:
 All assessment work submitted for this unit competency is my own original work and plagiarism and
collusion has not occurred.
 Assessment work has not been copied or submitted for any other unit/course.
 I have taken proper care and effort to ensure my work has not been copied by another person.
 I have retained a copy of this assessment for my own records in the event I have to reproduce my work.
 I am aware that any assessment deemed unsatisfactory will require me to undergo reassessment which
may be different to the one originally submitted.
Student signature: ............................................................... Date: ....../....../.......

PART 2
Assessment Method
Assessment Cover Sheet: Assessment Method 1
Student Details
Student ID:190235
JASPINDER KAUR
Group No:
Assessment Details
Unit of Competency SITXCCS008 Develop and manage quality customer service practices
Assessment Method Written Test
Due Date
Date of Submission
Assessment Outcome Satisfactory □ Not Satisfactory □
Assessor Name
Feedback
Student Plagiarism Declaration: By submitting this assessment to the college, I declare that this assessment task is
original and has not been copied or taken from another source except where this work has been correctly acknowledged.
I have made a photocopy or electronic copy or photograph of my assessment task, which I can produce if the original is
lost.
Assessor Student
I declare that I have conducted a fair, valid, reliable and I have received, discussed and accepted the outcome as
flexible assessment with this student, and I have provided above for this assessment method and I am aware of
appropriate feedback. my appeal rights.
Check for Copying/Collusion Yes No

Check for Authenticity Yes No Signature: .......................................................
Date: ..............................................................
Signature: ........................................................
Date: ................................................................
Assessment Method 1: Written Test
Instructions for students:
 In this written test there are thirty-eight questions. You must Satisfactory answer to all the questions,
given in this assessment to be deemed satisfactory for the assessment.
 It is recommended to spend 2 hours to complete the written test.
 This assessment will be conducted in the TIV classroom. You could complete the assessment outside
the campus. In this case you must confirm to the assessor, that you have access to the above resources.
 This written test is open book. However, you must list the reference sources that you referred to
complete this assessment.
 List the reference sources in the space given at the end of the assessment.
 You must complete the Assessment cover sheet – Student detail section.
 Trainer/Assessor will inform you the submission date.
 Submit the assessment with completed assessment cover sheet.
 You must use only BLUE OR BLACK PEN to complete this assessment task including to complete the
assessment cover sheets.
 Your HANDWRITING must be clear to read and understand by a third party. If not, your assessor will
mark the assessment as “Not Satisfactory”.
 If the given space is not sufficient to write the answer, you could use additional papers.
 Your answers to each of the following questions should not be more than 200 words for each question.
Resources required:
 Computer with internet connection to refer to various resources.
 Learner Guide- Unit – SITXCCS008 Develop and manage quality customer service practices.
 Student Assessment Guide and a pen (organized by the student).
Planning the assessment

 Trainer/Assessor will provide a date for the assessment & brief the TIV assessment policy to the students.
 Ensure you have access to all resources listed above, either printed copies or access via the internet.
 Recommended time to complete the assessment: 2 hours.
 Your assessor will set a time to provide feedback.
Evidence specifications:
At the end of the assessment, you will be required to submit the following evidence by the due date specified by
the assessor:
 Completed written test.
 Completed and signed cover sheet for Assessment Method 1.
Evidence submission:
 You must submit the hard copy of the assessment. If you unable to submit the hard copy must discuss
and agree the format with the assessor prior to the deadline.
 Your assessor will record the assessment outcome on the assessment cover sheet.
Q1: List five principles of quality management which you can apply to provide quality customer service.
ANSWER1.
FOLOWING ARE THE FIVE PRINCIPLES
1. In order to exceed customer expectations, an organization must embrace five principles: Produce quality
work the first time. Focus on the customer. Have a strategic approach to improvement.
2. Customer focus.
3. Leadership.
4. Involvement of people.
5. Process approach.
Q2: List two professional service standards hospitality staff must adhere to.
ANSWER2.
1. Australian consumer law.
2. ISO standards.
Q3: What attitudes and attributes are expected by the service industry to work with customers?
ANSWER3.
Customer service involves assisting customers in a variety of way by providing them with information
 Enthusiasm.
 Communication skills.
 Customer Empathy
 Patience.
 Stress Management.
 Flexibility.
 Charisma.
 Company knowledge.
Q4: What are the roles and responsibilities of management, supervisors and other employees in the
monitoring and provision of quality customer service?
ANSWER4.
Managers:
Achieve goals and adhere to corporate mission and policies
Review policies and procedures
Maintain regular contact with department managers and keep them up to date
Keep up to date on market trends and make sure your team complies with company policies and procedures
Supervisors:
Ensure the staff complies with the company’s policies and regulations, and provide outstanding service and
solving staff conflicts and customer complaints.
Employees:
Perform a service directly to the customer, and greeting and serving customers with best advices and
recommendations. Complying with policies and procedures.
Q5: Describe how an economic downturn might affect your quality customer service planning.
ANSWER5.
According to me during recessions, of course, consumers set stricter priorities and reduce their spending. As
sales start to drop, businesses typically cut costs, reduce prices, and postpone new investments. Marketing
expenditures in areas from communications to research are often slashed across the board but such
indiscriminate cost cutting is a mistake.
Q6: List two examples of new equipment and two examples of technologies which could impact your quality
service planning.
ANSWER6.
New equipment
i. New computers
ii. Computerized tracking system

New technologies
i. Digital inventory tracking
ii. New tracking system
Q7: The organisational structure of your company changes, resulting in you being supervised by a different
manager. What type of environmental change is this an example of?
ANSWER7.
Changes in business structure.
Q8: Explain how the recruitment practice of employing trainees instead of experienced employees would affect
your quality customer service planning.
ANSWER8.
Developing a workforce the business needs by growing new workers’ knowledge, skills and abilities in a
structured manner with rates of pay which reflect the cost to the employer of providing the training and the
value of the work performed by the apprentice or trainee i.e. the system recognises that trainees and
apprentices are generally not as productive as experienced or qualified employees and this is reflected in
apprentice and trainee wage rates.
Q9: Trends in customer preferences change all the time. This affects how you plan for quality customer service.
What type of environmental change is this an example of?
ANSWER9.
The consumer is changing. They are more capricious and less loyal. They have less time but are more
conscientious. They shy away from stores and prefer experiences over products. Today’s consumer is an entirely
different animal and unrecognizable from their peer from the good old days. This brand of conventional wisdoms
has been proliferating in the marketplace for a few years now.
For example; covid 19
Q10: List ways you would find out about and analyse industry service trends and your competitive environment.
ANSWER10.
1. Attend professional conferences
2. Analyze industry reports
3. Analyze your competitor’s website and SEO strategy
4. Define competitor’s social media marketing strengths and weaknesses
5. Analyze competitor’s content marketing strategy
6. Analyze competitor’s email marketing strategy
7. Conduct a survey among your competitor’s customers, suppliers, and employees
8. Hire your competitor
9. Analyze who your competitors hire and what they want from candidates
10. Ask your competitor whatever you want to know, directly
Industry service trends
1 . Self service
2. Simplify operations
Competitive environment
1. still simple some of them
2. operations still old
Q11: Name a common scale used in customer service surveys.

ANSWER11.
Customer feed back
Q12: Your manager has decided to interview a group of customers to get their opinions and beliefs about your
customer service. What is this group called?
ANSWER12.
Customer surveys
Q13: Qualitative and quantitative research are formal ways to get information about your customers. Describe the
difference between these two research methods.
ANSWER13.
Qualitative data is a data concerned with descriptions, which can be observed but cannot be computed.
On the contrary, quantitative data is the one that focuses on numbers and mathematical calculations and
can be calculated and computed.
These data types are used in a number of fields like marketing, sociology, business, public health and so
on. Take a read of this article to know the difference between qualitative and quantitative data.
Q14: Identify two ways you could provide opportunities for staff to give you general feedback or suggestions for
content of customer service policies and procedures.
ANSWER14.
1. General discussions
2. Meetings
Q15: When questioning customers, what are the main things you need to find out to provide the best possible
service?
ANSWER15.
Pay attention to new customers. Sometimes a new customer who is yet to experience your product or service
may require a different, more personalized approach.
Ask what they think about you and your competitors.
Anticipate the customer's future needs.
Q16: When obtaining feedback from customers, which kind of question would you use: open or closed?
ANSWER16.
 Did we meet your expectations?
 How would you rate your interaction with our employees?
 Was it easy to find what you were looking for?
 Was it easy service?
 How likely are you to repeat your Visit with us?
Q17: When evaluating staff and customer feedback on surveys, it’s important to chart your data so you can
accurately review and assess the statistics. Name two ways you can do this.
ANSWER17.
 The voices of the customers
 Changes according to the feedback from customers.
Q18: Surveys are a good way to get feedback from customers. What are the two types of customer you should
always consider and obtain feedback from when doing business?
ANSWER18.
Regular customers
New customers.
Q19: Is it important to obtain feedback from suppliers? Why or why not?

ANSWER19.
Yes, because it maintain relations with them.
Q20: List the steps involved in developing customer service policies and procedures.
ANSWER20.
 Assess your customers' needs.
 Determine your Customer Service Vision Statement.
 Evaluate your current customer service.
 Set goals for your customer service team and for each individual.
 Write your customer care policies.
 Train your team and provide tools and resources.
Q21: You want to find out if the methods your organisation uses to communicate policies and procedures to staff
is effective or not. You decide to assess employees’ compliance with customer service standards. Which
aspect of employee performance management would help you achieve this?
ANSWER21.
 Quality and frequency of employee performance conversations.
 Percentage of employees with objectives set.
 Quality of objectives.
 Percentage of high and low performers in the organisation.
Q22: To effectively implement policies and procedures, which people in the workplace you should communicate
with?
ANSWER22.
1. Customers
2. Employees
3. Supervisor
Q23: State two ways you can monitor and check that colleagues understand customer service policies and
procedures.
ANSWER23.
The two ways are under.
1. Physical demonstration
2. Role-play
Q24: When is the best time to have customer service discussions with employees?
ANSWER24.
 Staff meeting when there is no work load or less foot fall in the restaurant
 Special discussion in the morning time.
Q25: Is it important to hold regular staff meetings that involve service discussions? If so, why? If not, why not?
ANSWER25.
No Because although memos and emails are effective ways to communicate many things quickly, holding
regular gatherings and discussion groups help ensure that everyone is in the know and that they're updated on
critical business issues.
Q26: What might be included in a policy/procedure on acknowledging and greeting customers? Why would this be
important?
ANSWER26
A warm, sincere greeting will make a positive first impression and dissipate the customer's apprehension. An
effective greeting should also help to identify the customer's needs
Here are some steps you can follow to greet customers and create a memorable shopping experience:
 Dress professionally.
 Be friendly.
 Acknowledge customers quickly.
 Make eye contact.
 Ask questions.
 Take your time.
 Remember customer preferences.
Q27: Write a procedure for a customer service duty you commonly perform in your work or training
environment.
 Warm welcome with smiley face
 How I help you
 Offer table and water
 Take order happily
Q28: Your company has recently launched a loyalty program. Do you need to have policies and procedures in
place in order to ensure the program offers quality customer service?
ANSWER28.
Reward current customers. If you want your current customers to feel good about supporting your brand so
there Is no need.
Q29: You must have policies and procedures in place which ensure your products are of acceptable quality. What
are the characteristics of a quality product?
ANSWER29.
Quality is a relative concept. It is related to certain predetermined characteristics such as shape,

dimensions, composition, finish, color, weight, etc. In simple words, quality is the performance of
the product as per the commitment made by the producer to the consumer. There are two main
elements in this definition of quality. First, the commitment may be explicit such as a written
contract or it may be implied in terms of the expectations of the average consumer of the product.
Second, the performance of the product relates to the ultimate functions and services which the
final product must give to the final consumer.
Q30: There are many ways you can assess and evaluate the effectiveness of customer service practices. List one
or more methods/measurements you would use to examine overall business performance?
ANSWER30
1. Service rating
 Reliability. The ability to deliver the promised service in a consistent and accurate manner.
 Assurance. The knowledge level and politeness of the employees and to what extent they create trust
and confidence.
 Tangibles. The appearance of e.g. the building, website, equipment and employees.
 Empathy. To what extent the employees care and give individual attention.
 Responsiveness. How willing the employees are to offer a speedy service.
Here is an example of a Seroquel questionnaire.
2. Post-service ratings
This is the practice of asking customers to rate the service right after it’s been delivered. This is our favorite
approach, because the memory of the service is still fresh and undiluted.
Q31: Explain how you would review the nature and number of complaints, disputes and responses of customers.
ANSWER31.
 Assessment. Make sure that you understand the complaint and the products and services that caused the
problem or complaint to occur.
 Listen to the customer's experience in its entirety.
 Apologize.
 Focus on the solution.
 Don’t rush the customer.
 Find complaints before they find you.
Q32: When it comes to complaints or disputes, who should you ideally get feedback and suggestions for
improvement from?
ANSWER32
Manage Restaurant in absence supervisor.
Q33: You must ensure you take responsibility for service outcomes and dispute resolution. State the steps you
would take to deal with issues and problems to provide quality customer service.
ANSWER33.
1 Be sure to apologize.
2 Practice intent listening when interacting with customers.
3. Ask questions as much as possible.
4. Practice optimism and positivity in communicating with customers.
3. Clarify comprehension of the problem by repeating it to the customer.
Q34: Where might you find information on different personnel’s authority to resolve complaints, disputes and
service issues?
ANSWER34
Complaints are an important way for the management of an organisation to be accountable to the
public, as
Well as providing valuable prompts to review organizational performance and the conduct of people
that work with thin and for it.
An effective complaint handling system provides three key benefits to
An organisation:
• It resolves issues raised by a person who is dissatisfied in a timely and cost-effective way;
• It provides information that can lead to improvements in service delivery; and
• Where complaints are handled properly, a good system can improve the reputation of an
organisation and
Strengthen public confidence in an organization’s administrative processes.
Q35: Identify six industry schemes aimed at improving customer service (including but not limited to accreditation
schemes).
ANSWER35.
1 Feedback from customers
2 Ask about food delivery on time
3 Behavior of staff
4 Quality of food
5 Customer service
6 Quantitative research
Q36: Give some examples of presentation standards for customer environment and customer service personnel.
Customer environment (e.g. physical environment of a restaurant):
ANSWER36.
i. Cleanliness of restaurant
ii All the tables are properly on place.
Customer service personnel (e.g. staff grooming):
i. Are the staff in properly dressed

ii. Are they neat and clean?
Q37: You must have policies and procedures in place which ensure staff are well trained. List four types of
internal or external staff training you could initiate to enhance customer service and increase staff
customer service and technical skills.
ANSWER37.
All our staff have policies and procedures in place which ensure staff are well trained.but regular training
and meetings should be must in hospitality industry
Internal training is taught by someone who works for your company, while external training is taught by
someone outside of it.
1. Knowing the customer- Listening to customers is an axiom of customer service. However, really knowing
who your customers are is more than dealing with customer complaints and reading survey results.
2. Serve customer’s needs- A company that succeeds in developing a mindset where all great ideas started
from serving customer’s needs
3. Respect customers- give customers respect to their culture, habits and spaces.
4. Be patient and be professional- make sure the support reps really know the product and use positive
language
5. Ask feedbacks from the customers
Q38: Provide a brief description of consumer protection laws in these categories and an organisation’s
responsibilities under it.
Category Consumer protection law procedures

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

Student Details
Student ID:190235
JASPINDER KAUR
Group No:
Assessment Details
Assessment Method Project - Part 1
Due Date
Date of Submission
Assessor Name
Feedback
Student Plagiarism Declaration: By submitting this assessment to the college, I declare that this assessment task is original
and has not been copied or taken from another source except where this work has been correctly acknowledged. I have
made a photocopy or electronic copy or photograph of my assessment task, which I can produce if the original is lost.
Assessor Student
I declare that I have conducted a fair, valid, reliable and flexible I have received, discussed and accepted the outcome as
assessment with this student, and I have provided appropriate above for this assessment method and I am aware of my
feedback. appeal rights.

Check for Authenticity Yes No
Signature: ........................................................ Signature: .......................................................
Date: ..............................................................
Date: ................................................................
Assessment Method 2: Project – Part 1
This assessment requires students to develop quality customer service practices, manage delivery of quality
service and monitor and adjust customer service.
Resources required:
 Computer with internet connection, MS Word, MS Excel software
 Learner Guide – Unit: SITXCCS008 Develop and manage quality customer service practices.
 Student Assessment Guide and a pen
 A workplace and/or a simulated environment
Planning the assessment:

 Trainer/Assessor will provide a date for the assessment & brief the TIV assessment policy to the students.
 To complete this research project, you will need to use your workplace and/or a simulated environment
or a favourite restaurant, café or travel agency, etc. you regularly visit to conduct customer survey.
 Ensure you have access to all resources listed above.
 Recommended time to complete the assessment: approximately 8 hours.
 Your assessor will set a time to provide feedback.
Evidence specifications:
At the end of the assessment, you will be required to submit the following evidence by the due date specified
by the assessor:
 Completed Task 1, Task 2 and Task 3.
Evidence submission:
 You must submit a hard copy of the assessment. If you are unable to submit the hard copy you must
discuss and agree the format with the assessor prior to the deadline.
 You must complete the Project by using a software as listed above.
 Your assessor will record the assessment outcome on the assessment cover sheet.
Instructions for students to complete the Project – Part 1.
1. You are required to read the project scope and complete the given tasks. To complete this assessment you
must consider tourism, hospitality or event industry business operation where customer service practices are
required and important.
2. You are required to complete the below tasks.

Task 1: Develop customer service procedures
Task 2: Staff meeting agenda
Task 3: Questions and answers
3. To be satisfactory in this assessment student must demonstrate all the skills satisfactory listed in the
marking guide.
4. Assessor will go over the marking guide with student prior to the observation. This will allow students
the opportunity to ask questions and to better complete your assessment.
5. Student must use suitable word processing software to complete this assessment. (E.g. MS Word)
6. Recommended font sizes of the document should range between 10 and 14 and font type should be as
Calibri, Arial, Times New Roman or Tahoma.
7. Assessor will provide the soft copies of the templates to students to complete the tasks.
8. You could complete this assessment in workplace environment and/or a simulated environment, classroom
and Computer lab and self-paced.
9. It is recommended to spend approximately 8 hours to complete this assessment.
10. If the student does not understand a question: student may ask from the assessor, however assessor
cannot tell the answer, but could re-word the question for the students.
11. At the end of the project, you are required submit the following evidence to the assessors.
□ Completed Assessment task sheet.
□ Customer service procedures template
□ 3 customer surveys
□ Summary of customer survey
□ Customer service policies for 3 different business areas
□ Questions and answers in Task 3
12. Assessor will inform you the submission date.
13. The additional and specific instructions are listed under each.

Task 1 – Develop customer service procedures
You are to complete a research project using your workplace and/or a simulated environment. If you have a
favourite restaurant, café or travel agency, etc., that you regularly visit you may invite them to participate in this
task. If so, you are required to discuss this with your assessor to obtain permission from the organisation before
undertaking the task.
You are to provide information about the organisation and develop new customer service practices using the
template provided.
You are required to complete these tasks using the “Customer Service Procedures” template provided below.
1. Provide a brief outline for the following aspects:

i. Information about the organization.
ii. Services it provides to customers.
iii. Overall current business performance.
iv. Customer service evaluation processes used.
Organization details
Banjos Bakery. It offers customers with food such as bread and beverages such as coffee.
Its overall current business performance is pretty good. Banjos is the top cafe in Hobart, which owns 40 stores in Tasmania,
Victoria and Queensland with its continuous growth.
2. Customers’ needs and expectations
The business attracts everyone including family members, tourists and local communities, etc.
They can probably expect to enjoy fresh baked bread, meals and snacks with perfectly made coffee, high end products and
at the same time fast service. Even more, they can anticipate to enjoy the harmonious atmosphere of the business and
relax themselves.
3. Customer service evaluation process

An online assessing system
Consistent staff surveys
4. Changes in internal and external environments
Review any changes in your organisation’s internal or external environments. Identify any trends or changes which may
impact on current customer service practices. List the changes that you have or may need to implement to cater for these
changes. Name the sources of your information.
There can be management changes and technological changes.
Standards must be retained across all Banjos stores.
5. Customer Survey
Create a customer survey for your organisation and gain customer feedback on the current products and services offered
by your organisation. You can create your own or use the template provided.

2. List the customers’ needs and expectations.

Observe their body language
Ask them.
Do formal research
Give them a questionnaire or survey
The business attracts everyone including family members, tourists and local communities, etc.
They can probably expect to enjoy fresh baked bread, meals and snacks with perfectly made coffee, high end products and
at the same time fast service. Even more, they can anticipate to enjoy the harmonious atmosphere of the business and
relax themselves.
3. Review the changes in the organisation’s internal or external environments and identify any trends or changes
which may impact on current customer service practices.
you can ensure internal and external customers are satisfied you can demonstrate your management skills to your
employer you can integrate your findings into planning for quality service you can adjust temperature controls and
ensure everyone is comfortable
4. Use the customer survey template provided in this assessment task to obtain information on customers’ needs,
expectations and satisfaction.
I choose banjos bakery/service industry
 You must decide 3 products and/or services and their elements in the survey before providing to customers.
Surveys allow you to know in more detail who your customers are, but also and perhaps above all to know more
about their needs and expectations. Knowing your customers' needs and expectations will help you evolve your
offer in the right direction and further customise your marketing campaigns.
 One type of product/service should have 4 elements to be assessed.
Example:
Product or/and service:
Food Element: Portion size
5. Conduct the research with 3 customers in your workplace and/or a simulated environment by using the
surveys you created in Q4.
6. From your research, identify a few customer services practices that are ineffective and/or systemic customer
service problems for banjos
7. Identify a few policies and procedures that need developing or adjusting to improve service quality.
8. Research and develop customer service policies and procedures for at least three different areas of your
nbanjos or areas of customer service.
CUSTOMER SERVICE PROCEDURES

1. Organisational details
i. Information about the organisation
Its overall current business performance is pretty good. Banjos is the top cafe in Hobart, which owns 40 stores in Tasmania,
Victoria and Queensland with its continuous growth.Banjo's - a totally Australian-owned company - offers an innovative
bakery/cafe experience. As well as offering a unique business opportunity for franchisees, we've made a name for
ourselves among Australian consumers by combining top quality fresh bakery products great coffee excellent, professional
service, and a welcoming atmosphere.

ii. Services provides to customers.
The business attracts everyone including family members, tourists and local communities, etc. They
can probably expect to enjoy fresh baked bread, meals and snacks with perfectly made coffee, high
end products and at the same time fast service. Even more, they can anticipate enjoying the
harmonious atmosphere of the business and relaxing themselves.
iii. Overall current business performance
As well as offering a unique business opportunity for franchisees, we've made a name for ourselves among
Australian consumers by combining top quality fresh bakery products great coffee excellent, professional service,
and a welcoming atmosphere.
iv. Customer service evaluation processes use. (Explain current methods used to collect customer feedback
to assess customer satisfaction levels.)
Create a customer survey for your organisation and gain customer feedback on the current products and services
offered by your organisation. You can create your own or use the template provided. An online assessing
system
Consistent staff surveys
2. Customers’ needs and expectations
i. Customers’ needs
Create a customer survey for your organisation and gain customer feedback on the current products and services
offered by your organisation. You can create your own or use the template provided.
ii. Customers’ expectations
He expects better service

iii. What formal and informal research did you conduct to obtain this information
3. Changes in internal and external environments
 Review the changes in the organisation’s internal or external environments. Identify trends or changes which
may impact on current customer service practices.
Changes in customer service

 List plans/strategies/changes that you will implement to cater for these changes.
Changes/trends that impact on current customer service practices
Internal changes/trends:
They compete against Baker’s Delight.
There can be management changes and technological changes.
Standards must be retained across all Banjos stores.
a. External
changes/trends:
b. Warm respect
4. Creatomer survey
Use the customer survey template provided in this assessment task to obtain information on customers’ needs,
expectations and satisfaction.
 You must decide 3 products and/or services and their elements in the survey before providing to customers.
 One type of product/service should have 4 elements to be assessed.
Example:
Product or/and service: Greeting, acknowledging, and farewelling

customers Element: Waiting time

CUSTOMER SURVEY 1
Establishment Name: thai airways Establishment Location:thailand
1. Product or service: breakfast lunch diner
Element 1:
Needs improvement Average Good Excellent
1 2 3 4
Element 2:
1 2 3 4
Element 3:
1 2 3 4
Element 4:
1 2 3 4
2. Product or service:
Element 1: services in between stay in plane

1 2 3 4
Element 2:
Needs Averag Goo Excellent
improvem e2 d3 4
ent 1
Element 3:
1 2 3 4
Element 4:
1 2 3 4
Element 1:

1 2 3 4
Element 2:

1 2 3 4
Element 3:
improvem e2 d3 4
ent 1
Element 4:

1 2 3 4
Other comments:
CUSTOMER SURVEY 2
Establishment Name: Establishment Location:
Element 1:
improvem e2 d3 4
ent 1
Element 2:
1 2 3 4
Element 3:
improvem e2 d3 4
ent 1
Element 4:
1 2 3 4
Element 1:

1 2 3 4
Element 2:
1 2 3 4
Element 3:
1 2 3 4
Element 4:
1 2 3 4
Element 1:

1 2 3 4
Element 2:

1 2 3 4
Element 3:
1 2 3 4
Element 4:

1 2 3 4
Other comments:
CUSTOMER SURVEY 3
Establishment Name: Establishment Location:
Element 1:
1 2 3 4
Element 2:
1 2 3 4
Element 3:
1 2 3 4
Element 4:
1 2 3 4
Element 1:
1 2 3 4
Element 2:
improvem e2 d3 4
ent 1
Element 3:
1 2 3 4
Element 4:
1 2 3 4
Element 1:

1 2 3 4
Element 2:

1 2 3 4
Element 3:
improvem e2 d3 4
ent 1
Element 4:

1 2 3 4
Other comments:
5. Conduct customer survey
Conduct the survey with 3 customers in your workplace and/or a simulated environment. Customers are to fill out
the surveys you created in Q4.
6. Customer feedback report

Summarise the feedback from the three customer satisfaction survey statistics and other data and information
you collected for your organisation from Q1, 2, and 3.
Make recommendations based on your research. Use the template provided below to complete this task.
Summary of customer survey
Need Your recommendations

s Average Good Excellent
improve 2 3 4 e.g. Products/Services need improvement based
ment on Q3iv industrial trends.
1
Product or Element 1  Accurate
service:
Element 2  excellent
Element 3  Need improvement
Element 4  accurate
Product or Element 1  Excellent

service:
Element 2  Good service
Element 3  Excellent
Element 4  Need improvement
Product or Element 1  Good

service:

Element 4  Good
7. Ineffective customer services practices

From your research, list a few ineffective customer service practices and/or systemic customer service problems
for your organisation.

8. Policies and procedures to be developed or adjusted
Identify 3 to 5 policies and procedures that need to be developed or adjusted to improve service quality.
9. Develop customer service policies/procedures

Research and develop customer service policies and procedures for at least three different areas of your
organisation/business or areas of customer service, for example:
 Greeting, acknowledging, and fare welling customers

 Staff’s presentation and grooming
 Customer complaints handling.
These must meet industry standards. Research industry standards and ensure your customer service policies
procedures align with these.
You may also use the policies and procedures that need developing or adjusting mentioned in Q8.
Use the Customer Service Policy/Procedures template provided below to complete this task.
Customer Service Policy/Procedures – Business Area 1
Area of focus:
Purpose:
Outline the purpose of the policy/procedure.
 Provide customers with quality products and services including fresh and tasty food and
beverages.
 Make clients feel valued.
 Get feedback and make improvement on the products and services offered.
Standards:
Outline the standards that employees must adhere do.
 Smiling, greeting and acknowledging customers.

 Respond quickly in service delivery.
 Be gentle, honest and friendly with an appropriate tone, volume and voice.
 Make direct eye contacts.
 Have patience and empathy.
Procedures:
Outline the specific procedures that employees should follow.
 Paraphrasing in communications.
 Ask open questions.
 Develop a direct relationship with customers.
 Listen to their requests.
 Offer them other suggestions
Feedback/Monitoring:
Outline how you will get feedback from customers, or how it will be monitored in this specific business
area.
It will be monitored by a lack of complaints, quick services, sales, some surveys and
questionnaires and customers’ reviews, etc.
Customer Service Policy/Procedures – Business Area 2

Area of focus:
Purpose:
Purpose is to give better service.
Standards:
To tackle complaints rapidly and return to clients as soon as possible
Procedures:
 Record and discuss so as to find out a potential solution.
 Respond swiftly within a proper period of time.
 Follow up on the outcomes.
 Make recommendations to the higher agency
area.
 Post a link to a survey on social media.
 Run social media contests.
 Use Instagram Stories to collect feedback.
 Have a structured process for getting feedback from your customers.
 Use a feedback box.
 Monitor social media channels.
 Offer a reward in return for feedback.
Customer Service Policy/Procedures – Business area 3

Area of focus:
Purpose:
To comply with food safety legislation.
To make sure all employees get the importance of presentation and grooming criteria
Standards:
They must adhere to grooming and uniform policy. And employees should be well aware of
employer’s expectation. Furthermore, they ought to meet the hygiene standards.
Procedures:
 First and foremost, uniforms must be washed and cleaned for each shift.
 Subsequently, fingernails are supposed to be short and clean with no nail polish.
 Also, no jewels are allowed.
area.
 Outline how you will get feedback from customers about this procedure, or how it will be
monitored.
 It can be monitored for all employees by being encouraged to attend grooming standards.
This may in turn be reported to make improvements.
SITXCCS008 – Develop and manage quality customer service practices.
Task 2 –Staff Meeting Agenda
1. Use the template provided, or one from your organisation create a meeting agenda for a staff meeting
to communicate the three new customer service policies/procedures you have created in Task 1 Q9.
2. The meeting will be conducted in Assessment Method 4.
3. The Meeting Agenda must address the following:
i. Purpose of the meeting

ii. Date, time and duration, and location.
iii. Who is required to attend, e.g., wait staff, bar attendants, customer service staff.
iv. Outline and explain all three customer service policies/procedures you created in Task 1 Q9
include all information about the purpose, standards, customer service procedures and how
monitoring and/or collection of feedback will occur.
v. Ask for employee feedback on each of the three new police and procedures:
e.g. Identify ways for each new policy/procedure to be monitored.
vi. Discuss how the new policies and procedures will be made available to customers.
vii. Allow for questions: Do employees have any changes they would like to make? Any suggestions
for improvements? Any issues?

MEETING AGENDA
MEETING INFORMATION
PURPOSE OF THE MEETING: Grooming

DATE:9;00am
TIME AND
DURATION:
LOCATION: TIV
CLASSROOM
ATTENDEES: staff
CHAIRPERSON OF THE MEETING: General manager

PREPARATION FOR MEETING
According to the presentation policies and standards, everyone is required to attend the meeting and be
prepared information before the meeting as we will brainstorm ideas from everyone. We will need
strategy to improve our customer services and how to provide the most satisfaction to customers
Date
Time, e.g. 9:00 am
Specific location for meeting (meeting room) Correct

AGENDA ITEMS
 Grooming standards.
 greeting customers
 Dealing with customers
 complaints, presentation standards
Task 3 – Document your response.
Q1: List the most appropriate way to communicate customer service policies, procedures and
expectations to staff in your workplace.
ANSWER1.
 Training and coaching.
 Role plays.
Q2: Brief how will the new customer service policies/procedures be made available to your customers.
ANSWER2.
 Official websites
 Booking forms
Q3: Brief how will the new customer service policies/procedures be made available to your staff.
ANSWER3.
 Handbooks
 Booklets
 manuals or brochures
 Hard copies
 Emails
To be completed by the assessor
Marking guide
Observable skill/task the student required to

Satisfactory If Not Satisfactory, please comment
demonstrate.
 Is able to provide a brief outline of the

o Information about the organization
o Services organization provides to
customers. Yes No
o Overall current business
performance
o Customer service evaluation
processes used
 Is able to list the customer’s needs and Yes No
Expectations
 Is able to review changes in internal and

external environments and identify trends Yes No
or changes may impact on current
customer
service practices.
 Is able to include three products and/or Yes No
services and their elements in the customer
survey template
 Is able to list four elements for each Yes No
product and/or services listed in the
customer survey template.
 Is able to conduct research survey for three Yes No
customers,
 Is able to calculate, interpret, and

summarize the results of the customer Yes No
satisfaction survey statistics by completing
the customer feedback report.
 Is able to make recommendations based on Yes No
the three customer surveys and other data
and information collected.
Is able to identify ineffective and/or systemic Yes No
customer service problems for the organisation.
Is able to develop customer service policies and

procedures for three different business or
areas of customer service such as:
Yes No
 Greeting, acknowledging,
and farewelling
customers
 Presentation and grooming
 Customer complaints handling.
Marking guide
Observable skill/task the student required to

Satisfactory If Not Satisfactory, please comment
demonstrate.
 Is able to Identify ways to make policies

Yes No
readily available to customers and staff.
 Is able to outline the standards that Yes No

employees must adhere
to.
 Is able to monitor customer service in the Yes No
workplace to ensure standards are met.
 Is able to identify ways to communicate Yes No
policies, procedures and expectations to
staff.
Is able to prepare meeting agenda and address
the following contents:
o Purpose of the meeting
o Date, time and duration, and location.
o Who is required to attend, e.g., wait
staff, bar attendants, customer service
staff?
o Outline and explain all three customer
service policies/procedures created in
Task 1 include all information about
the purpose, standards, customer
service procedures and how Yes No
monitoring and/or collection of
feedback will occur.
o Ask for employee feedback on each
of the three new police and
procedures:
o e.g. Identify ways for each new
policy/procedure to be
monitored.
o Discuss how the new policies and
procedures will be made available
to customers.
o vii. Allow for questions: Do employees
have any changes they would like to
make? Any suggestions for
improvements? Any issues?
Student Details
Student ID:190235
JASPINDER KAUR
Group No:
Assessment Details
Assessment Method Project - Part 2
Due Date
Date of Submission
Assessor Name
Feedback
Student Plagiarism Declaration: By submitting this assessment to the college, I declare that this assessment task is original
and has not been copied or taken from another source except where this work has been correctly acknowledged. I have
made a photocopy or electronic copy or photograph of my assessment task, which I can produce if the original is lost.
Assessor Student
I declare that I have conducted a fair, valid, reliable and I have received, discussed and accepted the outcome as
flexible assessment with this student, and I have provided above for this assessment method and I am aware of my
appropriate feedback. appeal rights.

Check for Authenticity Yes No
Signature: ........................................................ Signature: .......................................................
Date: ..............................................................
Date: ................................................................
Assessment Method 4: Project – Part II
Instructions to students
1. This assessment requires you to undertake 3 Role-plays to demonstrate your ability to seek staff
feedback to improve customer service practices, dispute resolution and reviewing staff performances.
2. You must perform these Role-plays in simulated workplace environment organised by your assessor.
Location will be informed prior to the assessment.
3. Your assessor will group into pairs/groups as required to perform the role-play.
4. Your assessor will provide the following resources to you to use during the assessment:
 A table or desk to simulate the reception desk.
 Other resources listed in the Role-plays’ tasks.
5. Your assessor will brief you the desired outcomes of the Role-plays prior to commencing the activity.
6. To become satisfactory in this assessment you must demonstrate all the skills listed on the observation
check list. Your assessor will go over the observation checklists with you prior to the assessment. This
will allow you the opportunity to ask questions and to better complete your assessment.
7. Role-plays’ schedule is given in the table below. You must complete all the following Roleplays:
Role-play No. Student Role to play Simulated environment Your partners role
You are running a staff
meeting to communicate
Role-play 1
the three new customer Staff member 1
service procedures that you A meeting room Staff member 2
created in Assessment Staff member 3
Method 2 Task 1 Q9 for at
least 3 staff members.
You are a restaurant
Role-play 2 Angry customer
manager in a five-star hotel At restaurant’s front office
Head waiter
restaurant.
You are the restaurant
Role-play 3
manager in a five-star hotel A meeting room Head waiter
restaurant.
8. At the end of each Role-play, you must complete a Role-play report. You must use the template given
in each Role-play. On completion, you are required to submit all the Role-play reports to your assessor.
9. Write your answers clearly using blue or black pen only.
10. Ask your assessor, if you do not understand a question. Your assessor cannot tell you the answer, yet
he/she may be able to re-word the question for you.
11. The following time frames have allocated for each Role-play. You must complete the Role-play on each
day within these frames.
Preparation time -1 hours

Role-play 1 Conduct role-play - 15 to 20 minutes.
Complete the report - 25 minutes
Preparation time - 1 hours
Role-play 2
Conduct role-play - 15 to 20 minutes.
Preparation time - 1 hours
Role-play 3 Conduct role-play - 15 to 20 minutes.
12. Additional instructions are given in each Role-play.

Role-play 1 – Staff meeting
The following resources are required to complete the Role-play.

o A meeting room (or classroom used as a simulated meeting room)
o Additional resources as required – chairs, tables, laptop, projector, screen, PowerPoint
presentation, handouts.
Task 1: Conduct the Role-play
1. You are running a staff meeting on the three new customer service procedures that you created in
Assessment Method 2 Task 1 Q9.
2. Use the Meeting Agenda that you created in Assessment Method 2 Task 2.
3. You must have at least three staff members (or students/colleagues in a simulated environment)
attending the meeting. Your assessor will also attend the meeting. Organize a time and date with your
attendees and your assessor.
4. Provide the Meeting Agenda to all attendees prior to the meeting.
5. Organise any additional resources you required for the meeting such as laptop, projector, PowerPoint
presentation, chairs, handouts, etc.
6. During the role-play, you are required to demonstrate the following skills and knowledge:
 Discuss customer service needs with staff.

 Communicate any new practices to staff.
 Use questioning and listening techniques to gain staff feedback.
 Provide opportunities for staff to participate in the development of customer service practices.
Task 2 - Complete the Role-play 1 report
Role-play 1 report – Staff meeting

To be completed by the student at the end of the Role-play/scenario.
Participant’s names:
Criteria List your responses to the criteria listed for this scenario Take into
consideration how the scenario played out and what the final outcome
was. Provide as much detail as you can in the space provided.
Positives Negatives
Everyone would rather consume Time-consuming: Meetings
1. List at least 2 positives and information on their own terms require a number of people to
negatives of the meeting. come together at the same time
and place.
Inability to arrive at a decision:
 1. Eco-friendly star accreditation

2. How would you improve
when you communicate
 2. Australian tourism accreditation
customer service procedures
with the staff in the next time?
 3. Green power accreditation
 4. Michelin star rating
Discuss and define the problem, confirm the problem, brainstorm

3. What suggestions did staff solutions, agree and take action, follow up on outcomes
members provide to improve
the customer service
procedures?
4. Were these suggestions

When there is any kind of dispute
feasible?
Why/why not?
Role-play 2 – Customer dispute
You are a restaurant manager in a five-star hotel restaurant. Your main responsibilities are managing the
wait staff and front-of-house staff and ensuring customer satisfaction.
Organisational procedures for handling customer complaints are as follows.
Step 1: Apologise to the customer and identify what the problem is.
Step 2: Try to resolve the customer’s problem by rectifying their issue. Service staff have the authority to
offer the following:
 Modify orders to incorporate customer requests within reason (i.e., not requiring undue time and
expense).
 Replace food or beverages to the value of $100.
 Offer alternative food or beverages to the value of $50 more than the original order.
Step 3: If unable to successfully resolve the customer’s problem, inform the supervisor or manager. Provide
details of all the issues and offers made to the customer when attempting to resolve the issue.
Step 4: Manager/supervisor can resolve the complaint and is able to provide free food, beverages, vouchers
or hotel credits and a formal written apology.
Step 5: If the issue is still unresolved with the customer, then the item is escalated to the hotel manager or
an external body.
There are three participants in this Role-play:
1. The restaurant manager

2. The head waiter
3. The customer.
Simulated environment resources:

 Desk to simulate front desk/counter
 Bill
 Order pads
 Pen
 Menu
Instructions to learners
It is lunchtime and you are talking with the chefs in the kitchen when you hear a loud angry voice at the
front desk. It sounds like an irate customer. You then hear your head waiter also raising their voice. You
quickly get to the front desk to try and resolve the issue.
During this Role-play, you are required to demonstrate the following skills and knowledge.
i. Use questioning and listening techniques to determine the customer’s needs or concerns.
ii. Use clear communication with the staff member.
iii. Take responsibility for service outcomes and dispute resolution.
iv. Recognise and resolve customer problems or delays and deficiencies in customer service.
Role-play 2 report – Customer dispute

To be completed by the student at the end of the Role-play/scenario.
consideration how the scenario played out and what the final outcome was.
Provide as much detail as you can in the space provided.
Monitor other employees performance and notify them and provide
1. Brief how did you assess the feedback to supervisors or manager.
effectiveness of the customer
service provided by the head
waiter.
Yes
2. Was the dispute resolution
process provided by the head
waiter effective? Why/why
not?
According to the company policy.

3. What changes would you
make to customer service and
dispute resolution procedures
as a result of this incident?
Completion
4. How did you act as a positive
role model for professional
And comparison according to me
standards expected of
hospitality industry personnel?
Role-Play 3 – Performance review
You are the restaurant manager in a five-star hotel restaurant. Your main responsibilities are managing the
wait staff and front-of-house staff, and ensuring customer satisfaction.
You are also in charge of monitoring customer service standards and practices, seeking feedback from staff
and customers and adjusting procedures to improve customer service outcomes.
You are to run a performance development/coaching session with the head waiter from Role-play 2:
Customer dispute, who did not follow the customer dispute resolutions policy in relation to their
interactions with the customer. This is not the first time this has happened with the head waiter. He/She
has had a variety of similar customer issues and complaints.
You have rewritten the Customer Service Dispute Resolution Policy to include explicit information about
how staff are expected to communicate with an irate customer: Staff members are to keep calm, not
raising their voice, practise active listening, apologise and exhibit appropriate body languages.
Non-compliance ramifications are a three-warning system, with the final warning leading to
termination. You are to explain this to the head waiter and ensure the/she understands and will be
compliant.
Instructions to learners
During this role-play, you are required to demonstrate the following skills and knowledge:
i. Greet the head waiter in a polite and friendly manner.
ii. Use questioning and listening techniques to determine the head waiter’s needs or concerns about the
customer incident.
iii. Ask the head waiter how to improve his/her customer service performance.
iv. Identify the head waiter’s customer service skills gaps.
v. Assess and articulate the effectiveness of the head waiter’s response to the customer in Role-play 2.
vi. Explain the new customer dispute resolution procedures.
vii. Ask he/she to summarise the new procedures.
viii. Explain how the waiter’s compliance with the new policy will be monitored.
ix. Explain any disciplinary procedures as a result of non-compliance.
.
Role-play 3 report – Performance review

To be completed by the student at the end of the role-play/scenario.
JASPINDER KAUR
consideration how the scenario played out and what the final outcome was.
Provide as much detail as you can in the space provided
On board and morning staff meeting
1. How would you

communicate the new dispute
resolution procedures to the
rest of the staff?
Day by day customers behavior’s are changing that’s but companies

also have to change there service policies time to time
2. Why is it important to adjust

customer service policies and
procedures?
To be completed by the assessor
Role-play 1 – Staff meeting
Observation Checklist:
JASPINDER KAUR
Name of
Candidate:
Name of Assessor:
Date of
Assessment:
Assessment
location:
Activity/procedure Demonstration of skills in this unit by seeking feedback from staff to improve
being performed: performance of customer service
Did the student successfully demonstrate

evidence of their ability to do the Y N If not satisfactory please comments
following

Clearly explained customer service
procedures and monitoring practices

Communicated customer service policies,
procedures and expectations to staff.

Asked questions to gain information

Allowed staff to participate in development
of customer service practice.

Covered all meeting agenda items.

Discussed customer service needs with
staff.
Space left blank for question that may arise during the observation process. Refer to the elements and
criteria for provided with this assessment pack
Feedback to candidate
This signature confirms candidate agreement that the above record is a true reflection of their skills.
Candidate signature:
This signature confirms that the candidate has demonstrated competence through the actions they
have performed.
Assessor signature:
Role-play 2 – Customer dispute
JASPINDER KAUR
Name of
Candidate:
Name of Assessor:
Date of
Assessment:
Assessment
location:
Activity/procedure Demonstration of skills in this unit by taking responsibility for service outcomes
being performed: and dispute resolution

Y N If not satisfactory please comments
evidence of their ability to do the following
The learner recognised and resolved the

customer’s problem
Recognised that it was the head waiter’s

error and that there was a double entry of
the main on the bill.
Rectified the problem to the customer’s

satisfaction in line with own level of
responsibility.
Took responsibility for service outcomes

and dispute resolution.
Corrected the head waiter and asked them

to apologise to the customer.
Acted as a positive role model for

professional standards expected of
hospitality staff.
Gained feedback from the customer on how
to improve customer service practices.
have performed.
Assessor signature:
Role-play 3 – Performance review
JASPINDER KAUR
Name of
Candidate:
Name of Assessor:
Date of
Assessment:
Assessment
location:
Activity/procedure
Demonstration of skills in this unit by reviewing the staff performance
being performed:

Y N If not satisfactory please comments
evidence of their ability to do the following

Used questioning and listening techniques
to determine the head waiter’s needs or
concerns about the customer incident.

Asked the head waiter how they think they
could improve their customer service
performance.

Identified the waiter’s customer service
skills gaps.

Assessed and articulated the effectiveness
of the head waiter’s response to the
customer in Role-play 2.

Clearly explained the new customer dispute
resolution procedures.

Asked the head waiter to summarise the
new procedures.
Explained how the waiter’s compliance with
the new policy will be monitored.
Explained any disciplinary procedures if

there is non-compliance.
Communicated new customer service

dispute resolution practices.
Communicated new customer service

dispute resolution practices.
Evaluated practices for quality customer

service and identified failings.
have performed.
Assessor signature:
Student End of Unit Feedback Form
The purpose of this evaluation is to obtain your feedback on the content, delivery and assessments of the unit of
competency provided by Technical Institute of Victoria (TIV). Your response will be treated in strict confidence and will
assist us to review and improve our delivery.
Student Name (Optional)
Qualification Enrolled
Unit Code and Name
DIRECTIONS: Along each scale given below, please tick the box that matches most closely with your opinion as
indicated below:
All completely new Mostly new but with Mostly refreshing ideas with All refreshing ideas
information some familiar ideas some new ideas
How would you rate the
content of the Unit? 
Useful Somewhat Not useful

useful
How useful were the practical/class activities in helping you learn new 
information or refreshing ideas you had previously learned?
How useful were the practical/ class activities in understanding of the Unit? 
Very well Fairly Well Not Well

How well did your Trainer explain the concepts covered in the Unit? 
Strongly Disagree Not Agree Strongly

Disagree sure agree
1 2 3 4 5
I received the assessment information prior to the date 
Unit Competency standards were available or explained 
The Assessor covered all WHS/OHS issues (if applicable) 
Instructions were clear and easy to understand 
I knew exactly what was expected from me 
The Assessment procedure was explained 
The Assessor used appropriate language 
I was encouraged to participate 

The Trainer / Assessor was professional with Industry experience
Definitely Somewhat Easy Somewhat Definitely

Easy Easy NOT Easy NOT Easy
How would you rate the degree of easiness of the
assessments?
FURTHER COMMENTS: If you have additional comments, please use the space below.

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SITXHRM003 – Lead and Manage people

190235 JASPINDER KAUR

Student Assessment Guide

RTO No:21994 CRICOS CODE 02924F

SITXCCS008 –Student Assessment Guide Page 1 of 74

This page is intentionally left blank

SITXCCS008 –Student Assessment Guide Page 2 of 74

STUDENT ID: 190235

Student Signature: Date:

ASSESSMENT RECEIVED BY TIV Staff

================================= Tear Here ===========================

TIV Staff Name: ………………...……..............……...……... Student ID:

To be filled by the student

Student’s Name: JASPINDER KAUR

Unit of Competency SITXCCS008 – Develop and manage quality customer service

Assessor Use OnlyFirst attemptRe-SubmissionLate Submission

Unit Outcome:  Competent  Not Yet Competent

Student’s Signature: Assessor’s Signature:

Administrative Use Only

Name: Signature Date

The Student Guide contains two (2) parts:

PART 1: Assessment’s information:

 Application of the unit of competency

PART 2: Assessment Methods and Tasks:

Technology skills to:  use software to analyse customer satisfaction data.

Context and conditions for assessments:

SITXCCS008 –Student Assessment Guide Page 13 of 74

- Computers with access to internet and printers

Assessment Assessment description Due date Location of assessment

Outline of evidence to be collected:

 Completed written test and submitted to your assessor.

Administration, recording and reporting requirements:

The assessments are intended to be equitable, fair and flexible.

Recording an assessment result:

SITXCCS008 –Student Assessment Guide Page 15 of 74

SITXCCS008 –Student Assessment Guide Page 16 of 74

For assessment methods:

Student access to records:

Reasonable adjustments and special learning needs:

Any adjustments made must:

a. Be discussed, agreed and documented in the assessment record.

Reasonable adjustment may consist of:

Complaints and appeals:

Plagiarism, cheating and assessment dishonesty:

I JASPINDER KAUR 190235

Student signature: ............................................................... Date: ....../....../.......

SITXCCS008 –Student Assessment Guide Page 19 of 74

Check for Copying/Collusion Yes No

Planning the assessment

1. Australian consumer law.

Achieve goals and adhere to corporate mission and policies

Review policies and procedures

ii. Computerized tracking system

i. Digital inventory tracking

ii. New tracking system

1. still simple some of them

2. operations still old

Q11: Name a common scale used in customer service surveys.

Q19: Is it important to obtain feedback from suppliers? Why or why not?