SITXCCS016 Student Assessment Tasks 3 (1)_018f9fc337f55f63a5768ea7e487bc29

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Student Assessment Task SITHCCS016 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES Student Name: Student ID: SITXCCC016 / NOVUS EDUCATION / CRICOS CODE 03966K / RTO CODE 45082

First published 2022 Version 1.0 RTO Works www.rtoworks.com.au hello@rtoworks.com.au © 2022 RTO Works This resource is copyright. Apart from any fair dealing for the purposes of private study, research, criticism or review as permitted under the Copyright Act 1968, no part may be reproduced by any process without written permission as expressed in the RTO Works License Agreement. The information contained in this resource is, to the best of the project team’s and publisher’s knowledge true and correct. Every effort has been made to ensure its accuracy, but the project team and publisher do not accept responsibility for any loss, injury or damage arising from such information. While every effort has been made to achieve strict accuracy in this resource, the publisher would welcome notification of any errors and any suggestions for improvement. Readers are invited to write to us at hello@rtoworks.com.au . Hospitality Works is a series of training and assessment resources developed for qualifications within the Tourism, Travel and Hospitality Training Package.

SITXCCS016 Develop and manage quality customer service practices 3 Contents Introduction 4 27 Assessment Task 3: Monitor customer service practices 30 Information for students 30 Activities 31 Assessment Task 3: Checklist 34 Final results record 36

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SITXCCS016 Develop and manage quality customer service practices 3 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.

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.

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.

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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. 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. Write an email to the managers of the disputing areas with a solution that will satisfy both parties. 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.

Assessment Task 3: Checklist Student’s name: Completed successfully? Has the following been completed? Yes No Comments 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 for quality customer service over two service periods.

Task outcome:  Satisfactory  Not satisfactory Assessor signature: Assessor name: Date:

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SITXCCS016 Student Assessment Tasks 3 (1)_018f9fc337f55f63a5768ea7e487bc29

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