SITXCCS016 Student Assessment Tasks Version 1.0 - Copy

SITXCCS016 Develop and manage quality customer service practices Page 3 of 37 Introduction Welcome to the Student Assessment Tasks for SITXCCS016 Develop and manage quality customer service practices . 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 For you to be assessed as competent, you must successfully complete three assessment tasks: ● Assessment Task 1: Knowledge questions – You must answer all questions correctly. ● Assessment Task 2: Develop customer services policies and procedures – You are required to research the standard of customer service provided at a case study resort. You will then develop customer service policies and procedures and give a training session to staff to improve the quality of the resort’s customer service practices. ● Assessment Task 3: Monitor customer service practices – You are required to monitor the affect that your changes to the company’s customer service practices has had on the standard of customer service.

SITXCCS016 Develop and manage quality customer service practices Page 6 of 37 Classification of Person Their role and responsibility in providing quality customer service a. Management Set customer service standards Develop policies and procedures Set team and business goals b. Supervisors Make sure staff are doing their jobs well Train staff Support staff in their roles and dealing with customers

SITXCCS016 Develop and manage quality customer service practices Page 9 of 37 Change Impact on customer service planning c. Introduction of new technologies or equipment Need to integrate new technology with existing services d. Management changes and organisational restructures Change of job roles and responsibilities New service standards and practices e. Recruitment practices Need to recruit staff who are experienced in customer service Change or improve selection criteria f. Trends in customer service preferences Send customer surveys to find trends Develop new products or services in line with trends 6. Describe the following methods of formal and informal customer research. Methods of formal and informal customer research Your description a. Analysis of competitive environment and industry service trends Looking into what competitors are providing Analyse online reviews Read hospitality publications

SITXCCS016 Develop and manage quality customer service practices Page 12 of 37 b. Ask staff for input c. Encourage new ideas on how to make the business more successful

SITXCCS016 Develop and manage quality customer service practices Page 12 of 37 13. Explain why the following sources of suggestions for improvements to customer service delivery can be useful. Sources of suggestions Explanation of their usefulness a. Customers involved in complaints about the business or who have been in some sort of dispute with the organisation Provides insight on how the business is running and how it may need improvement b. Organisations that supply the business with goods and services Helps to cater to the demands of the customer Can provide information on what competitors are doing c. Workers within the business These are the people that deal with customers, so they will know what customers like and dislike Can give feedback in products and service practices d. Supervisors and managers in the organisation Compile reports on staff and customer feedback Can recommend service practice changes 14. Explain how industry schemes and accreditation schemes improve customer service. a. They help customers make informed choices through ratings b. Green schemes promote recycling, using energy efficient appliances, and reducing utility use – people appreciate these high standards 15. Explain how an organisation or industry Code of Conduct improves customer service identifying three possible inclusions in such a Code. a. Provides a clear set of guidelines for employees in how they

SITXCCS016 Develop and manage quality customer service practices Page 15 of 37 Organisational policies and procedures Explanation g. Product quality Assures customers that they can trust the reliability of products offered h. Refunds and cancellation fees These policies need to be clearly stated and displayed to ensure that customers know what they can expect with your services i. Response times Shorter response times usually mean a more satisfied customer Responding quickly to enquires or complaints assures customer that they are important to the business j. Staff training Provides staff with knowledge of products, how to perform their duties, and how to deal with complaints Customers appreciate when staff know how to perform their duties and provide quality customer service

SITXCCS016 Develop and manage quality customer service practices Page 18 of 37 Assessment Task 1: Checklist Student’s name: Did the student provide a sufficient and clear answer that addresses the suggested answer for the following? Completed successfull y? Comments Yes No Question 1 Question 2a Question 2b Question 3a Question 3b Question 3c Question 4a Question 4b Question 5a Question 5b Question 5c Question 5d Question 5e Question 5f Question 6a Question 6b Question 6c Question 6d Question 6e

SITXCCS016 Develop and manage quality customer service practices Page 19 of 37 Question 6f Question 6g Question 7a Question 7b Question 7c Question 8 Question 9 Question 10a Question 10b Question 10c Question 10d Question 11a Question 11b Question 11c Question 11d Question 12 Question 13a Question 13b Question 13c Question 13d Question 14 Question 15 Question 16a Question 16b Question 16c

SITXCCS016 Develop and manage quality customer service practices Page 20 of 37 Question 16d Question 16e Question 16f Question 16g Question 16h Question 16i Question 16j Question 17 Question 18 Question 19 Question 20 Question 21 Question 22 Task outcome: ◻ Satisfactory ◻ Not satisfactory Assessor signature: Assessor name: Date:

SITXCCS016 Develop and manage quality customer service practices Page 21 of 37 Assessment Task 2: Develop customer services policies and procedures Information for students Tasks required for this unit This unit of competency requires that you: ● 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 above practices for quality service provision and identify any failings. Instructions for how you will complete these requirements are included below.

Page 20 of 37 SITXCCS016 Develop and manage quality customer service practices Activities Complete the following activities. Carefully read the following information. You have been appointed as the Operations Manager of a health resort and convention centre in the Blue Mountains, near Sydney. The resort, Blue Healer Spa, is made up of five areas: dining/catering, wellness, meeting rooms, accommodation, and reception. Each area has its own full-time manager. The kitchen is large enough to feed over 100 people three meals each day. There are four full-time kitchen staff, three permanent waiting personnel and the rest of the staff are hired on a casual basis to cater for functions and retreats. There is accommodation for 80 people in twin and double rooms. Surrounding hotels provide further accommodation when needed. There are four meeting rooms of various sizes, and these can be opened up to make one large room for functions such as weddings and courses. There is also a service area where computers and printers can be accessed. The resort would like to encourage more courses to be held there as the full rooms and restaurant ern the company more that renting out the rooms does. The wellness area has two saunas, a steam room, three warm water spas, four massage rooms and four consultation rooms where naturopathic consultations and facial treatments are performed. The spa runs continuously, mostly due to locals visiting, whether a course is running or not. Reception includes the front desk and the office where the accounts are done, and records kept. It is an open plan office with 5 staff workstations. Most staff prefer to work with their own laptops, connected to the larger computer screens. The HR Manager and Marketing Manager have their workstations in this area. One of the first things you noticed when taking on the job is that, although the resort’s employees were courteous towards customers, there were no formal customer service policies and procedures. You have discussed this with the HR Manager (who has only recently taken on the job), and they agreed that developing these was important to manage, and improve, the resort’s customer service practices. They suggested that it would be best to start the process by getting feedback from customers and staff on the current customer service practices. What do I need to demonstrate? During your practical assessments you will be required to demonstrate a range of the skills and knowledge that you have developed during your course. These include: ● Develop quality customer service practices. o Gather information on customer needs, expectations and satisfaction levels using both formal and informal research.

Page 21 of 37 SITXCCS016 Develop and manage quality customer service practices o Provide opportunities for customers and staff to give feedback on products and services. o Review changes in internal and external environments. o Integrate changes into planning for quality service. o Provide opportunities for staff to participate in development of customer service practices. o Develop policies and procedures for quality service delivery. ● Manage delivery of quality service o Communicate policies, procedures and expectations to staff. o Make policies available to customers and staff. o Monitor customer service in the workplace. o Ensure standards are met. o Initiate staff training to enhance customer service. o Take responsibility for service outcomes and dispute resolution. o Act as a positive role model for professional standards expected of service industry personnel. ● Monitor and adjust customer service o Seek ongoing feedback from staff and customers to improve performance. o Assess effectiveness of customer service practices. o Identify customer service problems. o Adjust policies and procedures to improve service quality. o Develop, document and communicate new approaches to customer service to staff involved in service delivery. How will I provide evidence? Your assessor will provide you with templates to complete each task. You will find some detailed information about providing evidence; this will include: ● Internal Memos ● a Customer Survey ● an email to staff requesting feedback ● a Briefing Report ● a first draft Reception Customer Service Policy and Procedures ● a first draft Catering Customer Service Policy and Procedures ● a first draft Wellness Customer Service Policy and Procedures

SITXCCS016 Develop and manage quality customer service practices Page 22 of 37 ● a Reception Customer Service Policy and Procedures ● a Catering Customer Service Policy and Procedures ● a Wellness Customer Service Policy and Procedures . You will need to complete each activity and submit the required task at the end of each step completed. Tips for completing your activities ● Read through this assessment and each task before you get started and make sure you understand what you need to do. If you are unsure, speak to your assessor and/or supervisor. ● Stay up to date! ● Stay in touch with your assessor. Ask questions, raise issues, check in, communicate. Most importantly, ask for help if you are having trouble! 1. Develop a customer survey – 1 hour. You are required to develop a survey that will be sent to Blue Healer Spa customers. The completed surveys will be anonymous and collated by the Administration Officer. You may use any format you wish for the survey, but it should collect information on the following: ● What customers expect of a resort such as Blue Healer. ● Whether the customer’s needs were fulfilled when they were at Blue Healer. ● How satisfied they were with their stay at Blue Healer. When completed, submit your Customer Survey to the Administration Officer (your assessor) who will send it to the customers. 2. Send an email to all Blue Healer Spa’s staff (your assessor) – 30 minutes. The purpose of the email is to give the staff the opportunity to give feedback on the resort’s products and services and the customer service practices they experience. Acknowledging that the resort’s employees work a variety of shifts in a variety of areas, your email should ask the staff to also include the area of the resort they work in as well as the shifts they usually work, in their response. The email should ask the recipient to send their feedback to the Administration Officer, who will keep answers anonymous and collate the responses. FROM -ABCD

SITXCCS016 Develop and manage quality customer service practices Page 23 of 37 To: staff Subject: looking feedback Good morning, Hope you all are doing well. I have written this email to collect some feedbacks from all the staff engaged in different field. Because you all work in various parts of the Resort, I'd appreciate it if you could kindly inform me of any changes. What are your thoughts on the pricing of the food that we charge? Are we able to satisfy the expectations of our customers? Do you believe the cuisine we offer our customers is satisfactory? What would you give your customer service a five-star rating? What would you want to say about the customer's greeting? Is it sufficient? You guys put in a lot of effort, which I much appreciate. Please let me know what shift and department you work in, as well as any improvements that might be made. Thankyou Regards

SITXCCS016 Develop and manage quality customer service practices Page 24 of 37 3. Participate in an informal meeting with a customer (your assessor) – 30 minutes including preparation. You are required to hold a short (about 5 minutes), informal meeting with a customer that you have just met. The objective of the meeting is to find out how well they have been served during their stay at the Blue Healer Spa. During the meeting, you will need to demonstrate effective communication skills including: ● speaking clearly and concisely ● using non-verbal communication to assist with understanding ● asking questions to identify required information ● responding to questions as required. • Asking questions to identify required information . Ask 3 questions of your choice that would be relevant to the survey questions. • How was your experience with blue healer? • Where did you get information about it? • Are you satisfied with our services? • Responding to questions as required . From the role play performed in group of 2, give written evidence of the questions that were asked by the customer and how you responded. There should be at least 2 questions and answers for each student . • I have very good experience with blue healer. Everything was very good. • One of my friends was told about it. • Yes, I am satisfied with your service. Customer service was also very good. 4. Write a customer service practices briefing report – 1 hour. Prior to developing the customer service policies and procedures, you are required to write a briefing report that summarises the current customer service practices at the resort. Begin by reviewing the following formal research sources: ● Customer Survey Results

SITXCCS016 Develop and manage quality customer service practices Page 25 of 37 ● Staff Survey Results ● The internet. Use the internet to review: o Trends and changes in the hospitality environment in Australia generally and the Blue Mountains specifically. o Any relevant plain English regulatory documents that are developed and distributed by state and federal government consumer protection regulators. o Information from similar businesses about how they fulfil their customers’ needs, complaints and feedback. Also review the following informal research sources: ● Internal Memos ● Informal discussions with customers and employees. Your briefing report should include, as a minimum, the following: ● Whether customer needs are currently being met ● What customer expectations are, and whether they are currently being met ● How satisfied customers are with the products and services they receive

SITXCCS016 Develop and manage quality customer service practices Page 26 of 37 ● Other customer feedback ● Staff feedback ● Internal and external changes affecting the resort’s customer service practices ● Proposed structure of the policy and procedures documents that you will develop in the next activity. Use the Briefing Report Template to guide your work. When you have completed the briefing report, submit it to the Management Team (your assessor). Blue Healer Spa Customer Service Briefing report Customer needs Describe whether customer needs are currently being met 1. I require a conducive learning atmosphere. 2. I need to work with people who are competent and respectful. 3. I am looking for a comfy bed and a spotless bathroom. 4. I require the resort to have contemporary, hygienic facilities in which to conduct my classes. 5. I require good, nutritious meals to be served to me. 6. I require the ability to unwind. Customer expectations Describe what the customers’ expectations are, and whether they are currently being met 1. I expect to be regarded as more than simply a source of revenue. 2. I anticipate getting my money's worth. 3. I expect to be treated when I visit a resort like the Blue Healer. 4. I have attended several seminars at the Blue Healer. Everything is expected to go off without a hitch, and the management and personnel always deliver Customer satisfaction Evaluate how satisfied customers are with the products and services they receive Area Average rating Accommodation 7

SITXCCS016 Develop and manage quality customer service practices Page 27 of 37 Wellness 8 Meeting rooms 8 Administration 7 Customer feedback Describe any other customer feedback 1. The resort's customer service is uneven. Some places are more successful than others. 2. Customer service varies greatly depending on the individual with whom I am in touch. 3. Continue to continue what you are doing. 4. I believe that the Blue Healer's customer service is of exceptional quality. 5. Blue Healer’s customer service, in my opinion, should be improved. Staff feedback Describe the feedback given by staff Customer service personnel gain valuable and current information on what customers want, need, and prefer as a result of their ongoing interactions with customers. This information should be used as the foundation for developing and implementing service standards, as it maximises the potential to meet customer expectations. Changes Describe internal and external changes affecting the resort’s customer service practices Changes in the economic climate -- the economy is dynamic, and when it shifts, it may need providing more value for money. • cause the need to make it easier and less expensive for clients to enquire, book, and purchase. • Standardization of services is one way to keep prices and expenses low. • Due to reduced staff numbers, service times will be longer, necessitating the use of something to keep clients engaged while they wait. Changes in the competitive environment -- they require attention since it is necessary to:

SITXCCS016 Develop and manage quality customer service practices Page 28 of 37 • meet or outperform the competition. • create a unique selling proposition (USP) that will attract clients and set the company apart from its rivals. • to satisfy the ever-increasing need for higher service standards Organizational orientation --i.e., the target markets for which the company is aiming. • where the company wants to be seen in the marketplace • the image that the company want to project. Management changes and organisation restructures— • As work roles and responsibilities evolve, management adjustments and organisational restructures may be required, such as the requirement for various people to plan and oversee service delivery. • Various approaches to service standards and delivery are required since different managers' goals impact service supply decisions. Structure Propose a structure for the policy and procedures documents. • developing policies to govern procedure implementation. • translating service standards into actual workplace practises in compliance with the applicable policy. • determining the customer service industry, market, and environmental scenario. • determining the requirements, interests, and preferences of target markets for services. • developing service standards, including conflict resolution and complaint management, based on assessed service needs, desires, and preferences of target markets. 5. Develop customer service policies and procedures – 2 hours. To ensure that optimal customer service practices are followed throughout the Blue Healer Spa, you have decided to develop customer service policy and procedures for the following three areas of the business: ● Reception: covering the front of house and administration. ● Catering: covering both the kitchen and dining area. ● Wellness: covering the spa and the naturopaths.

SITXCCS016 Develop and manage quality customer service practices Page 29 of 37 Use the internet to review the customer service practices that other, similar businesses have adopted, as well as industry standards and codes of conduct. Use this information, and the information in your briefing report, to develop three policies and procedures for the resort. You will be revising these documents following the training session you will conduct in the next activity, so save these versions of the documents as: ● First Draft Reception Customer Service Policy and Procedures ● First Draft Catering Customer Service Policy and Procedures ● First Draft Wellness Customer Service Policy and Procedures. When completed, submit these documents to your assessor. Reception Customer service policy and procedures draft Blue healer prioritises clients based on the following ratings in order to make operations as effective as possible: • Customers looking for an appointment right away. Such a consumer should be prioritised and given a one-star rating in the customer database. Within four hours, their request should be fulfilled. • Customers who are looking for an appointment soon but not right away, or who are interested in attending an event. Customers who fall within this category should be prioritised and given a rating of 2 in their customer records. • A broad information request is made. Requests for general information are critical and should be answered within two business days. These are the kinds of requests that should be allocated. Policy Customers are served by all members of staff, either directly or indirectly, and they must be met in a professional and ethical way with polite and efficient service. Blue Healer is dedicated to the following goals: • Do not make improper contact with the consumer. • Maintain a professional demeanour when speaking with the consumer. • Before beginning a massage, enquire whether there is any portion of the body that cannot be touched. • Recognize the consumer and their company. Receptionist duties and responsibilities of the job • Diary management and management of meeting rooms. • Possibly handling event coordination, both internally and externally. • Handling queries and complaints via phone, email and general

SITXCCS016 Develop and manage quality customer service practices Page 30 of 37 correspondence. Greeting all visitors. • Transferring calls as necessary Legislations • Public Health Act 2010 NSW. • Must follow the privacy and protection of customer personal information under PPIP Act 1998. NSW. • Follow Work Health and Safety Act 2011 and Work Health and Safety Regulation 2017(WHS Regulation) to ensure safety of customer and staffs. Anti-Discrimination act 1977 to ensure there is no discriminations of any type. 6. Provide an information and training session – 2 hours including preparation. This session will give you the opportunity to get the employees’ feedback on the policies and procedures you are developing. The HR Manager has ensured that employees from each area of the resort, and working each of the different shifts, will be present at the meeting, so you can get a wide range of feedback. Prior to delivering the presentation, make sure that you practice your delivery, so you are well prepared. You will be assessed on your presentation technique as well as the content of your presentation. During the meeting, you are required to act as a positive role model for the staff, demonstrating the professional standards expected of service industry personnel.

SITXCCS016 Develop and manage quality customer service practices Page 31 of 37 Your assessor will advise you of the date and time of your presentation and will organise at least two other students to attend the information and training session in the role of staff members. The meeting is an opportunity for staff members to participate in the development of the resort’s customer service practices, so it is important that you provide the audience plenty of opportunities to give you their feedback. Take notes on this to guide the revisions you will make to the policies and procedures in the next activity opportunity for your audience to ask questions. Explain your three policies and procedures to the staff, making it clear what is expected of them in terms of customer service. Inform them that the meeting is the first of a number of staff training sessions designed to enhance the resort’s customer service. Ask them if there are particular areas in which they would appreciate more training. During the meeting you will be required to demonstrate effective communication skills including: ● speaking clearly and concisely ● using non-verbal communication to assist with understanding ● asking questions to identify required information ● responding to questions as required ● using active listening techniques to confirm understanding. Catering Customer service policy and procedures draft Blue Healer Spa is dedicated to safeguarding the privacy of its customers' personal information. Except as qualified by any relevant Codes of Practice, all transactions with customers shall adhere by the Privacy Act 1998 and the Australian Privacy Principles included in the Privacy Act 1998 (CTH), which will underlie all matters relating to personal information at Blue healer spa. Records Relevant documented records must be produced and kept on the appropriate Blue healer spa file in all of the instances referred to in this policy. All pertinent client information must be recorded into a Customer Record Sheet Template and forwarded to the Head Business Coach, who will merge it with existing records. If the CEO decides to restrict a customer's access to Blue Healer Spa in any of the ways outlined in this policy, employees will be notified as soon as feasible. Emails • The email's subject line is straightforward and simple. All letters should not be capitalised.

SITXCCS016 Develop and manage quality customer service practices Page 32 of 37 • The recipients who are relevant have been identified. • The email includes a greeting, as well as the sender's name and position. • The body of the email should be brief and to the point • Before sending the email, it was double-checked for spelling and tone. Warm tones should be used. Catering Customer service policy and procedures draft All members of staff provide services to customers either directly or indirectly and must meet the needs of customers in a professional and ethical manner with courteous and efficient service. Blue Healer Spa is committed to: • Politeness: the use of good manners in all interactions. • Responsiveness: meet agreed timeframes and follow up on all queries. • Professionalism: being objective and knowledgeable and demonstrating integrity. • Understanding: customers and their business • Confidentiality: respecting the confidentiality of customer information • Transparency: processes are clear, consistent, easy to access and documented. General Principles Staff will: • always demonstrate to the customer respect, courtesy, patience, attentiveness, consideration and sensitivity that is appropriate to the age, culture and linguistic background of the individual or group. • listen to what customers have to say and determine the exact nature of the request. • respond to customer enquiries promptly and efficiently in a timely manner. • act with integrity and honesty when dealing with customers. • make every effort to see customers with appointments on time and advise if delayed. • assist with further enquiries. A contact name, telephone number and an address is to be included in all written correspondence • if unavailable or away from the office, return email messages promptly upon returning • If away from the office for two or more days an “out of office” message is to be left on outlook and the telephone. • provide the customer with advice and other information that is accurate, clear, concise, reliable and in plain language.

SITXCCS016 Develop and manage quality customer service practices Page 33 of 37 • be sensitive to any customers with disabilities when providing advice and other information. • present a positive image to the public Responsibilities • Maintaining a positive, empathetic, and professional attitude toward customers always. Responding promptly to customer inquiries. • Communicating with customers through various channels. • Acknowledging and resolving customer complaints. Knowing our products inside and out so that you can answer questions. • Processing orders, forms, applications, and requests. Keeping records of customer interactions, transactions, comments, and complaints. • Communicating and coordinating with colleagues, as necessary. • Providing feedback on the efficiency of the customer service process. • Managing a team of junior customer service representatives. Legislations • Public Health Act 2010 NSW • Must follow the privacy and protection of customer personal information under PPIP Act 1998. NSW. • Follow Work Health and Safety Act 2011 and Work Health and Safety Regulation 2017(WHS Regulation) to ensure safety of customer and staffs. • Change voicemail message(s) when absent from the office for any period. For example, external all-day meeting, state or territory based public holiday or leave. • Anti-Discrimination act 1977 to ensure there is no discriminations of any type. Managing Telephone Enquiries The following procedure should be followed for telephone enquiries. • Answer the phone in a timely manner. All telephone calls should be answered on or before the third ring. • Greet the client with “Good morning or good afternoon”, and then introduce yourself. • Be warm and friendly. • Speak slowly and clearly. • Be careful with language, slang or jargon is not to be used. • Be positive and helpful: if you do not know the answer say that you will find out the answer and get back to the customer via telephone or email with the answer. • Give clear advice to the caller about when the caller can expect a response

SITXCCS016 Develop and manage quality customer service practices Page 34 of 37 when calls cannot be fully responded to immediately. This should be within one business day. • Deal with customers calmly, courteously and patiently, even when the callers are angry, aggressive or distressed. Remain polite and seek help, if necessary, • If a potential customer expresses interested in our services, suggest extras or add-ons, such as getting a copy of the book prior to the first service call to get them oriented. • Answer unattended telephones in the absence of colleagues whenever practical. • Change voicemail message(s) when absent from the office for any period. For example, external all-day meeting, state or territory based public holiday or leave. Greeting of customers • Common language must be used. • Good communication skills. • Be clear and speak slowly as some people has English a second language. • Give water on the table. Dealing with difficult customers • Catering staff are expected to always treat customers with courtesy and respect and to make every reasonable effort to address the customer’s needs even when the customer is rude or difficult. • Staff must try and put themselves in the customer’s shoes and be empathetic. • Actively listen to what the customer is saying and repeat their concerns to make sure you are addressing the right issue. • Use calm, objective wording. For example, “As I understand, you are quite rightly upset because your book did not arrive in the time we specified.” • Apologies to the customer and present a solution. For example, you could offer a discount on a future service. • All feedback should be recorded. • Where the customer indicates they wish to lodge a formal complaint, outline the complaint procedure as in the company’s complaints handling policy Managing anonymous customer feedback Customers can provide anonymous feedback via the website. This feedback, however, can be difficult to investigate (often staff need to obtain more information from the person providing the feedback) and for obvious reasons it can be impossible to contact the person making the complaint and communicate the finding. Business will not normally investigate anonymous feedback unless the issue places public safety at risk or raises a serious/legal matter and there is

SITXCCS016 Develop and manage quality customer service practices Page 35 of 37 sufficient information in the feedback to carry out an investigation. Wellness Customer service policy and procedures draft Policy All members of staff provide services to customers either directly or indirectly and must meet the needs of customers in a professional and ethical manner with courteous and efficient service. Blue Healer Spa is committed to: • Do not touch the customer in inappropriate manner. • Keep professional while talking with the customer. • Ask customers before massage if there is any specific part of body that cannot be touched. • Understand customer and their business. Legislations • Public Health Act 2010 NSW • Must follow the privacy and protection of customer personal information under PPIP Act 1998. NSW. • Follow Work Health and Safety Act 2011 and Work Health and Safety Regulation 2017(WHS Regulation) to ensure safety of customer and staffs. • Anti-Discrimination act 1977 to ensure there is no discriminations of any type. Staff will: • always demonstrate to the customer respect, courtesy, patience, attentiveness, consideration and sensitivity that is appropriate to the age, culture and linguistic background of the individual or group. • listen to what customers have to say and determine the exact nature of the request. • respond to customer enquiries promptly and efficiently in a timely manner. • act with integrity and honesty when dealing with customers. • make every effort to see customers with appointments on time and advise if delayed. • assist with further enquiries. A contact name, telephone number and an address is to be included in all written correspondence. • if unavailable or away from the office, return email messages promptly upon returning. • If away from the office for two or more days an “out of office” message is to be left on outlook and the telephone. • provide the customer with advice and other information that is accurate, clear, concise, reliable and in plain language. • be sensitive to any customers with disabilities when providing advice and other

SITXCCS016 Develop and manage quality customer service practices Page 36 of 37 information. • present a positive image to the public. Dealing with difficult customers: - • Blue healer spa’s staff are expected to always treat customers with courtesy and respect and to make every reasonable effort to address the customer’s needs even when the customer is rude or difficult. • Staff must try and put themselves in the customer’s shoes and be empathetic. • Actively listen to what the customer is saying and repeat their concerns to make sure you are addressing the right issue. • Use calm, objective wording. For example, “As I understand, you are quite rightly upset because your book did not arrive in the time we specified.” • Apologies to the customer and present a solution. For example, you could offer a discount on a future service. • All feedback should be recorded. • Where the customer indicates they wish to lodge a formal complaint, outline the complaint procedure as in the company’s complaints handling police. Feedback : Blue Healer Spa welcomes feedback from all its customers. Feedback can be provided via email or by letter, or by completing our online feedback from. Blue Healer Spa delivered to a customer; the Customer Service Officer who made the sale will contact the customer by email to determine how satisfied that customer was with our services. This regular customer satisfaction review is to be carried out on every customer within six months of their last use of our services. The email should thank them for using our services and asking them their experience with us. Ask at least four relevant questions relevant to the service they received. Questions should include, as a minimum: • Were you satisfied with the services provided to you? Why or why not? • Would you recommend us to others? Why or why not? • What aspect of the services we provided to you did you like best? • What aspect of the services we provided to you did you like least? • Do you have any suggestions for improvement? However, if there were other aspects that you think feedback might be valuable on, include this in the feedback email. Do not include more than six questions. On receipt of feedback from any source, all feedback is recorded in our feedback register. The feedback register is reviewed at regular management meeting and evaluated for any action to be taken Where the feedback is a complaint, this will be dealt with as per our Complaints

SITXCCS016 Develop and manage quality customer service practices Page 37 of 37 Handling Policy and Procedure 7. Revise your policies and procedures – 1 hour. Review your policies and procedures in light of the feedback you received during the meeting. Highlight your changes in yellow. You should make at least one change to each document. Save these versions of the documents as: ● Reception Customer Service Policy and Procedures ● Catering Customer Service Policy and Procedures ● Wellness Customer Service Policy and Procedures When completed, submit them to the administration Officer (your assessor), who will upload them to the resort’s website, so they are easily accessible to customers and staff.

SITXCCS016 Develop and manage quality customer service practices Page 38 of 37 Assessment Task 2: Checklist Student’s name: Has the following been completed? Completed successfull y? Comments Yes No The student has satisfactorily used both informal and formal research to collect information on the resort’s customers’ needs, expectations and levels of satisfaction. The student has satisfactorily given the resort’s customers an opportunity to give their feedback on the products and services offered at Blue Healer Spa. The student has satisfactorily given the resort’s customers and staff an opportunity to give their feedback on the products, services and customer service practices at Blue Healer Spa. The student has satisfactorily researched trends and changes in the resort’s internal and external environments. The student has satisfactorily given staff the opportunity to contribute to the development of the customer service policies and procedures. The student has satisfactorily developed three customer service policies and procedures to improve customer service at the resort. The student has satisfactorily informed staff about the new policies and procedures, and what is expected of them in terms of customer service.

SITXCCS016 Develop and manage quality customer service practices Page 39 of 37 The student has satisfactorily ensured that their policies and procedures and available to the resort’s customers and staff. The student has satisfactorily monitored the standard of customer service throughout the resort to ensure that professional standards are met. The student has satisfactorily initiated staff training that will improve customer service throughout the resort. The student has satisfactorily acted as a positive role model for staff, demonstrating the professional standards expected of people working in the service industry. During the meeting with a customer, the student has satisfactorily demonstrated effective communication skills including: ● speaking clearly and concisely ● using non-verbal communication to assist with understanding ● asking questions to identify required information ● responding to questions as required ● using active listening techniques During the information and training session with staff, the student has satisfactorily demonstrated effective communication skills including: ● speaking clearly and concisely ● using non-verbal communication to assist with understanding ● asking questions to identify required information ● responding to questions as

SITXCCS016 Develop and manage quality customer service practices Page 40 of 37 ● using active listening techniques to confirm understanding. The student has satisfactorily implemented and monitor practices for quality customer service over two service periods. Task outcome: ◻ Satisfactory ◻ Not satisfactory Assessor signature: Assessor name: Date:

SITXCCS016 Develop and manage quality customer service practices Page 41 of 37 Assessment Task 3: Monitor customer service practices Information for students Tasks required for this unit This unit of competency requires that you: ● 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 above practices for quality service provision and identify any failings ● review above policies and procedures, adjust as necessary, and communicate new practices to staff. Instructions for how you will complete these requirements are included below.

Page 30 of 37 SITXCCS016 Develop and manage quality customer service practices Activities Complete the following activities. Carefully read the following information. Six months have passed since you initiated the staff training to enhance customer service, and the policies and procedures you developed in Assessment Task 2 were uploaded to the intranet. What do I need to demonstrate? During your practical assessments you will be required to demonstrate a range of the skills and knowledge that you have developed during your course. These include: ● Develop quality customer service practices. o Gather information on customer needs, expectations and satisfaction levels using both formal and informal research. o Provide opportunities for customers and staff to give feedback on products and services. o Review changes in internal and external environments. o Integrate changes into planning for quality service. o Provide opportunities for staff to participate in development of customer service practices. o Develop policies and procedures for quality service delivery. ● Manage delivery of quality service o Communicate policies, procedures and expectations to staff. o Make policies available to customers and staff. o Monitor customer service in the workplace. o Ensure standards are met. o Initiate staff training to enhance customer service. o Take responsibility for service outcomes and dispute resolution. o Act as a positive role model for professional standards expected of service industry personnel. ● Monitor and adjust customer service o Seek ongoing feedback from staff and customers to improve performance. o Assess effectiveness of customer service practices. o Identify customer service problems.

Page 31 of 37 SITXCCS016 Develop and manage quality customer service practices o Adjust policies and procedures to improve service quality. o Develop, document and communicate new approaches to customer service to staff involved in service delivery. Tips for completing your activities ● Read through this assessment and each task before you get started and make sure you understand what you need to do. If you are unsure, speak to your assessor and/or supervisor. ● Stay up to date! ● Stay in touch with your assessor. Ask questions, raise issues, check in, communicate. Most importantly, ask for help if you are having trouble! 1. Develop a customer survey – 1 hour. You are required to alter the customer survey that you developed in Assessment Task 2 to include the customer’s verdict on whether customer service had improved over the previous six months. Save this document as Follow-Up Customer Survey. This survey will be sent to Blue Healer Spa’s customers. The completed surveys will be anonymous and collated by the Administration Officer. When completed, submit it to the Administration Officer (your assessor) who will send it to the customers, then collect and collate the results and send them to you. 2. Send an email to all Blue Healer Spa’s staff (your assessor) – 1 hour. The purpose of the email is to give the staff the opportunity to give feedback on customer service performance in the resort, and whether they have noticed any improvements over the previous six months. As with your earlier email to employees requesting their feedback, your email should ask the staff to also include the area of the resort they work in as well as the shifts they usually work, in their response. Give them the four shift options developed by the Administration Officer and ask them to select the most appropriate for the work they do. The email should ask the recipient to send their feedback to the Administration Officer, who will keep answers anonymous and collate the responses. To: staff@bluehealerspa.com.au Subject: Feedback

Page 32 of 37 SITXCCS016 Develop and manage quality customer service practices Dear Staff Please complete the Blue Healer Spa product and service follow-up survey. We want to know whether your customer service has improved. Your department and shift time should be included. Anonymous data will be collected by the administrator. Regards Head of Administration

SITXCCS016 Develop and manage quality customer service practices Page 33 of 37 3. Assess the effectiveness of customer service outcomes – 2 hours. Review the following documents which have been sent to you by the Administration Officer: ● Follow-Up Customer Survey Results ● Follow-Up Staff Survey Results Write a report on the results of the changes you have made to the resort’s customer service practices. Identify any systemic customer service problems and outline how you intend to resolve them. Include in your report at least one change you would recommend being made to each of the policies and procedures. Use your report as the text of an email to the Management Team (your assessor). The email text should also make clear that you take personal responsibility for the outcomes. To: andreb@bluehealerspa.com.au Subject: Follow up Briefing Report Dear This is a six-month update on the Blue Healer Spa Resort transformation. All shifts now have supervisor and casual personnel received better training. We recruited a new chef and added more healthful items to the menu. Special customer service training was offered to restaurant workers. More effort to make spa customers feel unique has boosted the rating. As customers had complained about spa charges, some were included in the booking package and others were reduced. The training room is booked more, we recruited new trainers, changed the course, and upgraded our booking system. Still, several resort guests complained about uneven customer service. Rotating staff from each department will ensure uniform training for each area. Arriving guests will be welcomed. Restaurant guests should be informed about dietary restrictions. Staff will advertise spa items. Personal responsibility for the result. Regards Head of Administration 4. Resolve a dispute – 2 hours. Within the follow-up survey results is a fledgling dispute between two areas of the resort over their customer service standards.

SITXCCS016 Develop and manage quality customer service practices Page 34 of 37 Write an email to the managers of the disputing areas with a solution that will satisfy both parties. To: Johnb@bluehealerspa.com.au Cc: joef@bluehealerspa.com.au Subject: Customer Service Standards Hi John and Joe, According to the current staff poll, spa personnel go to restaurants with clients. Restaurant staff thinks this is inappropriate. Spa personnel believe they have a particular bond with guests, prompting complaints from both departments. Thus, spa workers may only have lunch at the resort's Café alongside guests on Mondays and Fridays. This should be appropriate for all departments as we must always protect visitor privacy and provide professional service. Regards Head of Administration 5. Update the policies and procedures – 2 hours. Revise each document to reflect the follow-up feedback you have received. Save these versions of the documents as: ● Updated Reception Customer Service Policy and Procedures ● Updated Catering Customer Service Policy and Procedures ● Updated Spa Customer Service Policy and Procedures When completed, submit the documents to the administration Officer (your assessor), who will upload them to the resort’s website, so they are easily accessible to customers and all staff involved in service delivery. Reception Customer Service Policy Updates • Allow public access to personnel during office hours and others. • Welcome customers within 5 minutes with professionalism and support. • Train personnel to treat customers properly.

SITXCCS016 Develop and manage quality customer service practices Page 35 of 37 • Be considerate to customers. Alert workers quickly if a customer is waiting at reception for an appointment. • Speak clearly and kindly to angry, aggressive, or upset visitors. • Introduce yourself and the aim of your visit to consumers outside the BWA office. New restaurant service rules 1.Big events need a final attendance figure five business days in advance. 2. Provide serve count five business days before event. 3.Make time for mise-en-place. 4.5 working days before the event, cancellations are charged. Cancellation beyond this time costs 50% of the proposal. 5. No outside food at events. Outside caterers are banned at Blue Healer Spa. 6. Casual workers should be taught to service customers professionally. Spa customer service standards updated 1. Write client behaviour guidelines for massage and body treatments to protect staff. 2.Before the service, ensure clients and therapists understand Therapies Department policies. 3.Give new and present consumers the rules to gain informed consent before treatment. 4.Personalise massages and treatments.

SITXCCS016 Develop and manage quality customer service practices Page 36 of 37 Assessment Task 3: Checklist Student’s name: Has the following been completed? Completed successfull y? Comments Yes No The student has satisfactorily monitored the standard of customer service throughout the resort to ensure that professional standards are met. The student has satisfactorily taken personal responsibility for the outcomes of their efforts to improve customer service at the resort. The student has satisfactorily taken responsibility for dispute resolution. The student has satisfactorily sought ongoing feedback from staff to ensure that the standard of customer service has improved. The student has satisfactorily assessed how effective the introduction of the policies and procedures, as well as the staff training, has been in improving customer service at the resort. The student has satisfactorily identified any systemic customer service problems at the resort and update the policies to address these. The student has satisfactorily updated the customer service policy and procedures and send them to the Administration Officer to upload to the resort’s website. The student has satisfactorily implemented and monitored practices

SITXCCS016 Develop and manage quality customer service practices Page 37 of 37 for quality customer service over two service periods. Task outcome: ◻ Satisfactory ◻ Not satisfactory Assessor signature: Assessor name: Date:

SITXCCS016 Develop and manage quality customer service practices Page 38 of 37 Blue Healer Spa Internal Memos The following memos have been collected and collated by the Human Resources Manager to keep track of Management satisfaction with staff. Each memo included below is part of an inter-staff memo, or a memo in its entirety. Administration Manager We really need to get standardised customer greetings established. The front desk staff often seem to be just saying whatever comes into their head. They are not wrong in what they do, but it doesn’t seem professional enough. Maybe we can discuss this at the next Management Team meeting. Catering Manager I think we have a good team in Catering. The full-time staff have been working together for some time and operate very efficiently together. It is when we have large groups to cater for that we start hitting problems. Some of the casual staff are not as aware of what constitutes high quality customer care. They are all very enthusiastic and nice to the customers, but I want everyone working there to treat the customers in the same, professional way that the full-time staff do. We should discuss some training for the casual staff when we get a chance. Accommodation Manager As you know, a high proportion of my staff are casuals, and some of them only stay with us for a few months. I know that the room cleaners don’t have a lot of contact with the customers, but it would be good if they knew how to approach them if they are still occupying a room after check-out time, for instance. Wellness Manage I have never had any problems with our masseuses, but I think we need to write down what is accepted behaviour with the customers and what is not. Just to get it straight and to protect us if there is ever any trouble in this respect.

SITXCCS016 Develop and manage quality customer service practices Page 39 of 37 Blue Healer Spa Customer service briefing report Customer needs Describe whether customer needs are currently being met. Customer expectations Describe what the customers’ expectations are, and whether they are currently being met. Customer satisfaction Evaluate how satisfied customers are with the products and services they receive. Customer feedback Describe any other customer feedback. Staff feedback Describe the feedback given by staff. Changes Describe internal and external changes affecting the resort’s customer service practices.

SITXCCS016 Develop and manage quality customer service practices Page 40 of 37 Structure Propose a structure for the policy and procedures documents.