Nam. SITXCCS007 Assessment Manual V1.0

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Nov 24, 2024

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SITXCCS007 ENHANCE CUSTOMER SERVICE EXPERIENCES ASSESSMENT MANUAL

SITXCCS007 Assessment Manual Version I, January 2022 Page 2 of 14 ASSESSMENT OVERVIEW About this Assessment Manual This Assessment Manual provides you with assessment information and the assessment tasks you will be required to complete for this unit. Why are assessment tasks important? The assessment tasks are an important part of your course as they provide: an opportunity for you to apply what you have learned; and feedback on your progress. How will you be assessed? You are required to complete all of the below assessment tasks satisfactorily to demonstrate competency in this unit. Your trainer and assessor will provide you with a due date for each assessment task during the first class of the unit. Write the due dates down in the space provided. You will also find information on due dates once you login to the e-learning platform. Assessment Plan Assessment Number Method of Assessment Due Date Assessment Task 1 Short answer questions Assessment Task 2 Portfolio & Roleplay What is required for successful completion? To be assessed as ‘Competent’ for this unit, you must complete all of the above assessment tasks satisfactorily. Assessment Tasks The information provided under each assessment task gives the assessor and the student: • Instructions to outline the purpose of the assessment task and conditions to consider when conducting the task (e.g. resources, place, submission requirements and timeframes). • Assessment context/scenario information.

SITXCCS007 Assessment Manual Version I, January 2022 Page 3 of 14 • Activities/questions to be completed by the student. • An outline of the evidence to be submitted by the student - Evidence Submission Checklist. How to submit assessments You must type your responses using MS Office Suite programs (or similar). Your trainer and assessor will also accept handwritten responses if they are legible. In some cases, an assessment task will require you to complete a template or a form and these can also be completed by hand. Please note that some assessment tasks require you to submit completed forms and/or templates. You will find these forms and templates in a sperate document named ‘Appendices and templates’. In some role-play scenarios, you may be required to work in a small group. If this is the case, you will still be required to submit your assessment evidence individually, and your performance will still be assessed on an individual basis. You must submit your assessment work via e-learning platform by the due date. Assessment Submission Declaration Before submitting your assessment work to your trainer and assessor for marking, you must accept the following assessment submission declaration. I declare that the evidence provided for this task is my own work; none of this work has been completed by other person; I have not cheated or plagiarised the work or colluded with any other student(s); I have corrected by referenced all resources and reference texts where applicable; I understand that if I am found in breach of the Academic Misconduct Policy, disciplinary action may be taken against me; and I understand my assessment appeal rights. The above declaration is an agreement from you declaring that all the evidence you are submitting is your own work. If you submit your work electronically using VIA’s e -Learning platform, then accept the assessment submission declaration for each task before finalising the submission. If you submit paper copies of your work, then complete the Assessment Cover Sheet for each assessment task before handing in the completed work to your trainer and assessor.

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SITXCCS007 Assessment Manual Version I, January 2022 Page 4 of 14 Please keep the ‘Assessment Submission Receipt’ section with you as a proof of submission. Assessment Task and Unit Outcomes Once your work is m arked, you will receive either ‘Satisfactory’ or ‘Not Satisfactory’ result for each assessment task. If you receive ‘Satisfactory’ result for all assessment tasks, then you will receive ‘Competent’ result for this unit. If you receive a ‘Not Satisfactory’ result for any of the tasks or missed any of the tasks, then you will receive a ‘Not Competent’ result for this unit. Plagiarism and Referencing You must provide your responses in your own words. You can refer to the Learner Guide or other sources, but you are not allowed to copy sentences and/or paragraphs directly from these sources. If your responses are found to have been copied directly from the learner guide or other sources, your result will be ‘ Not Satisfactory ’ . You will still need to provide references of sources you relied upon to prepare your assessment work. Please refer to the Student Handbook (available on the VIA website). You must also ensure that your assessment work must be current and relevant to the given task and case study scenario. Students who are found to be engaged in academic misconduct involving plagiarism, cheating, and/or collusion will be dealt as per the VIA Education’s Academic Misconduct Policy . More details on this policy can be found in the Student Handbook available on the VIA website. Re-assessments If you receive ‘Not Competent’ (NC) result for this unit, you will be given reattempt opportunity. You will have two reattempt opportunities of any assessment task during the duration of your course. Please note that each reattempt will be subject to a re-assessment fee. Please refer to the Student Handbook (available on the VIA website) to know more about the reassessment process.

SITXCCS007 Assessment Manual Version I, January 2022 Page 5 of 14 What can you do if you do not agree with the assessment outcomes (results)? If you disagree with the assessment outcome or if you believe that you have been treated unfairly, you can appeal the decision using VIA Education’s Complaints and Appeals policy (refer to the Complaints and Appeals Policy in the Student Handbook available on the VIA website). The first step is to discuss the matter with your trainer and assessor. If you are still not happy with the outcome, you can request for a review of your assessment by lodging a formal appeal. Retaining copies of the submitted assessments Please make sure you keep a copy of all work submitted.

SITXCCS007 Assessment Manual Version I, January 2022 Page 6 of 14 ASSESSMENT TASK ONE Short Answer Questions Instructions • The purpose of this task is to assess your knowledge relating to customer service practices • You must answer all ten (10) questions. Where applicable, a guide to the length of your response for each question is provided next to each question. • You must complete this task by the due date set by your trainer and assessor. • You will need access to the following resources to complete this task: o Learner Guide and class notes o Computer with MS Office Suite (or similar) and internet access. • You must provide your responses in your own words. You can refer to the Learner Guide or other sources, but you are not allowed to copy sentences and/or paragraphs directly from these sources. If your responses are found to have been copied directly from the learner guide or other sources, your result for this task will be Not Satisfactory. • You will complete this task at home in your own time. • You must submit evidence as per the ‘Evidence Submission Checklist’ by the due date. Questions 1. List three (3) principles of enhanced customer service experiences. 2. List three (3) benefits of enhanced customer service experiences. 3. List three (3) principles of positive communication.

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SITXCCS007 Assessment Manual Version I, January 2022 Page 7 of 14 4. List three (3) benefits of positive communication. 5. Explain three (3) techniques that can be used when providing services to customers to anticipate their preferences, needs and expectations. 6. Explain two (2) conflict resolution techniques that can be used when providing customer service. 7. Explain how feedback from staff and customers can be used to enhance customer service. (in 60 to 80 words) 8. Explain why it is important to consider each of the following factors when determining compensation of dissatisfied customers: a. financial constraints of the organisation b. profitability of the sale 9. Explain three (3) types of communication techniques, including key features. 10. Explain three (3) types of communication equipment that can be used in customer service. Evidence Submission Checklist Evidence to be submitted Have I completed this? Answers to all questions 

SITXCCS007 Assessment Manual Version I, January 2022 Page 8 of 14 ASSESSMENT TASK TWO Portfolio & Roleplay Instructions • The purpose of this assessment task is to assess your knowledge and skills relating to enhancing customer service • You must complete this task by the due date set by your trainer and assessor. • You will need access to the following resources to complete this task: o Aus Biz case study information o Appendices and templates provided by your assessor. o Business technology and office equipment including computer with MS Office. Suite (or similar) and internet access. o Space/technology to conduct meetings/presentations. • You must provide your responses in your own words. You can refer to the Learner Guide , Case Study Scenario or other sources when preparing evidence, but you are not allowed to copy sentences and/or paragraphs directly from these sources. If your responses are found to have been copied directly from learner guide, case study scenario or other sources, your result for this task will be Not Satisfactory. • You will complete the research and documentation type of activities at home in your own time and the practical type (role-plays and presentations) activities in simulated assessment e nvironment under the assessor’s supervision. • After completing the activities, you must submit evidence as per the ‘Evidence Submission Checklist’ by the due date. For observation type activities, your assessor records your performance using a checklist, so you do not need to submit anything unless the activity asks you specifically. Scenario Aus. Biz Coaching provides a range of business coaching services designed to help clients develop their business vision and achieve desired outcomes. The company has a strong focus on running events for clients and also offers a wide range of business coaching services, including one to one coaching, one off strategy sessions and online group coaching sessions. The company has also recently produced a book aimed at small business owners.

SITXCCS007 Assessment Manual Version I, January 2022 Page 9 of 14 For the purposes of this assessment, you are employed as a Customer Service and Events Manager for the company. One of your roles is to match services offered by the company to client needs. Activities 1. Provide customer service over the call Roleplay Scenario Today you will receive enquiries from two customers Read the case study scenario information provided above, as well as the Aus Biz Coaching List of Services (Appendix 1) to identify the services that may suit each customer. Read the Customer Service Policy and Procedures (Appendix 2) to ensure that you understand procedures to be followed including answering enquiries and seeking input from other staff members as required, as well as recording customer details and privacy requirements. The roleplay will be completed twice , once for two different customers. You will answer the enquiry according to company procedures and then provide information to each customer about the services the business offers that will help the customer with their needs. Roleplay Conditions Your assessor will play the role of each customer and will contact you over the phone (or Teams call). You will also be required to follow up some information that you cannot provide to the customer over the telephone, as well as enter the customer’s details into the Customer Record Sheet (Appendix 3) provided to you which is part of the company’s procedures. During the calls, you are required to: • Answer call in accordance with company policy. • Listen to the customer’s enquiry to determine the exact nature of the request • Ask further questions as required to assist in identifying customer’s needs • Clearly and accurately explain services offered by Aus Biz Coaching suitable • Offer extra and add-ons that may be appropriate. • Respond to questions and provide information to assist the customer to select right option • Identify information that you are unable to immediately provide to the customer and respond in accordance with the customer service policy and procedure.

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SITXCCS007 Assessment Manual Version I, January 2022 Page 10 of 14 • Ask for the customer’s details (name, company, position, telephone, email) and record them in the customer record sheet. • Explain key privacy requirements in relation to the recording of customer details as per the customer service policy and procedure. • Use a warm and friendly tone to build rapport • Use active listening techniques Each roleplay should take no more than 10 minutes. 2. Write email to Jason (Email 1) You have referred the customer requests to the Accounts Team (your assessor) and they have provided the following responses in regard to Jason’s query . Jason will become a long-term client, so tell him that we will give him 10% off his first order. The price will go up to the standard price following that. If he accepts the offer, we can see which of our consultants have experience in the building industry. After receiving the reply from the Accounts team, write to the first customer with the offer that has been proposed. You do not have to include an invoice but refer to the inv oice in the email’s text and tell the prospective customer what the estimated cost of the services will be. This email should be sent within the guidelines as set out in the Customer Service Policy and Procedures. 3. Write email to Samiya (Email 2) You have referred the customer requests to the Head Business Coach (your assessor), and they have provided the following responses in regard to Samiya’s query. You should assure Samiya that all the information provided to her will be simple and easy to understand. In fact, one of our consultants, Lexis, is Portuguese. I am sure that we can arrange for her to take on the client. When you have received response from the Head Business Coach, write to the second customer with their response.

SITXCCS007 Assessment Manual Version I, January 2022 Page 11 of 14 You do not have to include an invoice but refer to the invoice in the email’s text and tell the prospective customer what the estimated cost of the services will be. This email should be sent within the guidelines as set out in the Customer Service Policy and Procedures. 4. Write email to Samiya (Email 3) Assume that both customers have responded that they accept the offer given and want to proceed with the provision of products and services as soon as possible. You then contacted the selected consultant – Lexis Santos before you can confirm to the customer. You received the following response from Lexis Dear Customer Service and Events Manager. Thank you for your recent email. The Head Business Coach has already spoken to me about this customer, and I have agreed to provide the services as recommended. Unfortunately, I cannot take on a new client for at least one month. I would appreciate it if you could relay this back to the customers and make sure that they are willing to wait until next month for an appointment. If they require a sooner appointment, they should take another consultant, If the customer’s English is enough to run a company in Australia, they should have no problems with a non-Portuguese- speaking consultant. Regards Lexis Santos Inform the customer of the problems with the services as set out in the return email from the consultant. Advise the customer about the alternative services that are being offered. Also, suggest a way that the company can compensate the customer for the service difficulty.

SITXCCS007 Assessment Manual Version I, January 2022 Page 12 of 14 5. Write email to the Head Business Coach (Email 4) The objective of the email is to provide internal feedback on service issues and suggest improvements to the system. 6. Handle the customer complaint Roleplay Scenario This assessment task requires you to handle a customer complaint in the role of Customer Service and Events Manager for Aus. Biz Coaching. You will need to thoroughly review the following company documents before you commence this activity to ensure you understand and can apply procedures that must be followed and how to respond to customer complaints. • Complaint and Refund Policies and Procedures (Appendix 4) • Refund Policy (Appendix 5) The customer (your assessor) will call you complaining about the workshop he attended being dull and uninteresting. Roleplay Conditions You will need to: • Answer the call in accordance with company policy. • Respond to the customer in accordance with the company’s compliant handling policy and procedure. • Use questioning techniques to establish and agree on the nature, possible cause, and details of the complaint. • Assess the complaint’s impact on customer • Calmly advise the customer that the complaint will be recorded and actioned as per the company’s policy. Briefly explain the company policy. This roleplay should take no more than 10 minutes. 7. Inform customer the outcome of the compliant Three days later you are advised that you may not refund the customer’s money, but you can offer them another workshop free of charge and/or they can have a one-off one-on-one session with a consultant.

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SITXCCS007 Assessment Manual Version I, January 2022 Page 13 of 14 Write a formal letter advising the customer of the outcome of the complaint. Use the Customer Complaint Outcome Letter Template (Appendix 6) to guide your work. This letter is an opportunity to demonstrate high quality customer service, so write the letter with this as a goal. 8. Write email to the managing director (Email 5) The email text should give the nature, possible cause, and details of the complaint, as well as the impact that it has had on the customer. It should also endeavour to describe how such a complaint could be avoided in the future. Describe how the solutions offered to the customer could be used as opportunities to demonstrate high quality customer service to them. 9. Update feedback register It is almost three months since both Samiya, and Jason finished their courses. Review the Customer Service Policy and Procedures to determine how you should undertake the regular customer satisfaction review. Enter the information that you receive back from the customers (assessor) into the feedback register. Include follow up actions required to enhance service delivery in the future The Feedback Register (Appendix 7) already includes feedback from customers collected over the first quarter of the financial year.

SITXCCS007 Assessment Manual Version I, January 2022 Page 14 of 14 10. Write emails to customers to promote repeat business (Email 6 & 7) You’ve received the following email from the Managing Director in response to the feedback and complaints you’ve received from the customers . Dear Customer Service and Administration Officer. Thank you for the invaluable feedback that you have received from these two customers. Please take this opportunity to write back to both of them thanking them for this. I authorise you to offer them one free one-on-one business consultant session as a sign of our gratitude. Take this as an opportunity to promote repeat business with both these customers, so please summarise the feedback that they have given and point out how we can use this to provide more personalised service to them in the future. Regards Managing Director Write emails to both Jason and Samiya to promote repeat business by offering the services described by the Managing Director. Evidence Submission Checklist Evidence to be submitted Have I completed this? Completed Customer Record Sheet  Email to Jason (Email 1)  Email to Samiya (Email 2)  Email to Samiya (Email 3)  Email to the Head Business Coach (Email 4)  Complaint Outcome Letter  Email to the managing director (Email 5)  Updated feedback register  Emails to customers to promote repeat business (Email 6 & 7) 

Nam. SITXCCS007 Assessment Manual V1.0

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