SITXCCS007 Assessment 1 Enhance Customer Asad

Assessment Tasks and Instructions Student Name Asad Mehmood Student Number 0000018295 Course and Code Unit(s) of Competency and Code(s) SITXCCS007 Enhance customer service experiences Stream/Cluster Trainer/Assessor Assessment for this Unit of Competency/Cluster Details Assessment 1 Case Study Assessment 2 Practical Observation Assessment 3 Assessment conducted in this instance: Assessment 1 2 3 Reasonable Adjustment 1. Has reasonable adjustment been applied to this assessment? No No further information required Yes Complete 2. 2. Provide details for the requirements and provisions for adjustment of assessment: Student to complete My assessor has discussed the adjustments with me I agree to the adjustments applied to this assessment Signature Date 2 nd Assessor to complete I agree the adjustments applied to this assessment are reasonable Name Signature David Delaney Date Assessment Guidelines What will be assessed The purpose of this assessment is to assess you underpinning knowledge to complete the tasks outlined in the SITXCC007

elements and performance criteria for this unit of competency and relating to the following aspects:  principles and benefits of enhanced customer service experiences and positive communication  techniques to anticipate customer preferences, needs and expectations throughout the service experience  conflict resolution techniques  methods for enhancing service delivery in response to staff and customer feedback  various extras and add-ons to enhance the customer experience: o additional destinations o additional tours or cruises o cocktails and liqueurs to enhance the dining experience o coordination services at events and conferences o entrance to events, festivals and entertainment scheduled during customer stay at destination o entrance to major attractions at destination o extra food items o flight fuel emissions offset fee o local guiding services o optional meals and dining experiences o prepayment of baggage charges o prepayment of in-flight meals o pre-travel seat selection o private car transfers in lieu of regular transportation options o special offers or packages o specialised styling for events o storage for luggage after check-out o travel insurance o upgraded accommodation and flights o wine or boutique beers to match meals ordered  specific industry sector: o professional service standards and protocols for service industry personnel o attitudes and attributes expected by the service industries to work with customers o different customer service needs and expectations o types of customer loyalty programs o essential features and use of the customer databases  particular organisation: o designated response times for providing service and resolving complaints o customer service policies and procedures o complaint handling policies and procedures o promotional services offered  procedures for responding to the following common customer complaints: o incorrect pricing or quotes o delays or errors in providing products or services o misunderstanding of customer requests o escalated complaints or disputes SITXCC007

provide you with feedback and the result you have achieved. Statement of Authenticity I acknowledge that I understand the requirements to complete the assessment tasks The assessment process including the provisions for re-submitting and academic appeals were explained to me and I understand these processes I understand the consequences of plagiarism and confirm that this is my own work and I have acknowledged or referenced all sources of information I have used for the purpose of this assessment Student Signature: Asad Mehmood Date: 14/08/2023 This assessment: First Attempt 2nd Attempt Extension – Date: / / RESULT OF ASSESSMENT Satisfactory Not Yet Satisfactory Feedback to Student: Assessor(s) Signature(s): Date: / / Student Signature Date: / / SITXCC007

Assessment 1 Assignment Your task: Choose an area relevant to your area of training in the Tourism, Hospitality and Events Industry. This may include Accommodation Services, Front Office, Cookery, Food and Beverage, Tourism, Travel or Events. Respond to each of the following questions with appropriate contextual responses. Each question must be completed. 1. Provide an overview of the characteristics of customers you typically would encounter in your chosen field of training. Describe their likely needs and expectations as well as any special needs. In my field of work customers can be classified into groups, such as:  Family tourists Family tourists typically spend minimally on accommodation and tend to spend more on other tourist activities. They tend to explore the local region, visit tourist attractions, eat out, purchase gifts for the host as a sign of appreciation and buy souvenirs to take back home.  Free individual travellers (FITs) Individual tourists are also known as Free Individual Travellers (FIT) and fall into 2 main groups: The pamper tourist who wants to get away for a relaxing break with all the trimmings The tourist who is fairly independent and wants to experience a wide range of sceneries or culture and may stay in a caravan or drive a campervan Both have very different needs in regards to their food choices, spending patterns and length of stay.  Tour groups People who elect to travel in tour groups often do so because this kind of travel offers a more stress-free, cheaper and convenient travel experience, with opportunities to visit many attractions in a short space of time. Some people prefer to travel in a guided tour because it also gives them a sense of security and they want to minimise the potential for mishaps. Tour groups tend to concentrate on visiting major tourist attractions and generally do not stay long in any particular place.  Backpackers Backpackers generally have quite an extended stay in the country and will try to travel to a wide range of regions during their trip. Whilst they do not spend a lot of money on high level accommodation, they do spend money on other luxury experiences such as food, wine and mementos that they can take back with them.  Domestic visitors Domestic tourists often travel for weekends or short stays to experience local points of interest, local cuisines and shopping. Some simply travel to relax and escape the daily pressures of work. It is critical to establish their needs and motivation for the trip and then aim to fulfil or exceed their expectations.  Conference and corporate clients Conferences and the corporate market have specific requirements. Quite often conferences offer added extras, which include food and beverages; entertainment, dining options and local tours. The catering and other services have to fit in with the main objectives of the meeting. Boardroom lunches are also used by companies as a venue for business discussion - they require fast and efficient service with a high degree of confidentiality SITXCC007

Extra nights in a destination Cross-selling  Offering special rate for staying longer  A few arguments such as, the beauty of the place and time required to explore would be very handy to convice the customer for extended stay at the destination. Suggestive selling Special weekend rates could be negotiated on the shoulder nights so tourists could explore the place in detail. 5. Provide 3 examples for how you could anticipate the needs of your customers in your service area. This may include special provisions dependent on special needs, service situation, preferences etc. 1. Seek Customer Feedback - To provide excellent customer service, you first need understand their needs, experiences, and pain points. For these, you need to ensure that you provide your customers multiple ways to share their feedback. 2. Strengthen Your Customer Service Team - Improving your customer service begins with building a strong customer service team 6. How will you ensure all products and services are packaged or actioned before customer delivery, including any variations, add-ons or special requests? How does this enhance the standard level of customer service? Project Knowledge – Good communication about products, add-ons, customer preferences, Availability of products Service Knowledge – Sharing specials requests with other staff. Clear communication Understand customer needs Adaptability Work ethic 7. Choose 2 of the products or services you described in Question 2. Describe the types of problems which might occur in relation to each product or service. Accommodation: Room too hot Badly dated features Lack of cleanliness Unwanted surprises Overcharging Rude staff Food: Meals or beverages that are served at incorrect temperatures, Food don’t look or taste good Wrong dish served Unhygienic 8. Select 4 of the potential problems you identified in Question 7. Imagine that these problems have been escalated to you to solve. What solutions could you implement to solve the customer’s immediate SITXCC007

problem and also demonstrate high quality customer service (including replacements, refunds and alternatives) . In dealing customer complaint as a server or manager I would use the LAST method which stands for: • Listen to customer complaint • Apologize and accept the complaint • Satisfy the guest needs by providing alternative solution • Thank the customer giving you chance to solve the complain 9. How would you ensure similar problems could be avoided and service provisions improved in the future? What would this require and how should this be managed within the team in your service area? By implementing proper systems the similar problems could be avoided: SOP’s – Customer service - (improved customer service systems) Customer complaint - (improved customer service systems) Sharing information to customers & other staff 10. Explain the procedures for dealing with conflict, outlining the steps and requirements for verbal and non verbal communication. What are your responsibilities as a supervisor/manager? The procedures for dealing with conflict Listen Actively listen to the discourse and urge the non-speaking partner to do the same. Listen without interrupting, but do seek comments and clarification to ensure that everyone is on the same page. Give your full attention to the situation. Give the speaker your undivided attention, then demonstrate that you're actively participating in the discourse. As you listen, nod along, or provide little encouragement to show that you're hearing (and trying to grasp) what they're saying. Understand To allow the parties to correct you, repeat the main principles and explain the concerns. If you believe it will assist, ask clarifying questions. Make an effort to draw attention to any underlying concerns. For example, distinguish between holy and unchangeable values (such as the moral code) and pseudo-sacred and contingent values. Respond Give precise facts, such as your observations, credible documents, and information from trustworthy witnesses, if applicable. You've offered your thoughts on the subject, outlined the problem, and indicated an interest in finding a solution. Please inquire as to how the other person feels about it. Don't take anything for granted. Ask. SITXCC007

Transmission of the message: The next stage in the communication process is to choose the medium via which the message will be transmitted. Messages can be delivered verbally, in writing, or visually. The channel and message must be compatible in order for clear communication to occur. Decoding The message must be decoded into its intended meaning once it reaches the receiver. As a result, the receiver must interpret the words, symbols, and gestures in the same way that the sender intended. Because no two people process information in the same manner, misinterpreting a message can lead to confusion. When the receiver establishes a receptive environment and ignores distractions, successful decoding is more likely. Receivers who are alert try to grasp both verbal and nonverbal clues, avoid making assumptions about the information and expect to learn from it. Feedback Feedback is an important element of the communication process. When a communication is sent, both the sender and the receiver check to see if the message was received correctly. Feedback can be vocal or nonverbal and is a shared duty between the giver and the recipient. For example, the sender may inquire, "Do you have any questions?" to elicit a response. By just sending as much information as the recipient can handle, the sender can optimize the feedback process. Receivers can help to promote clear communication by giving clear, timely, detailed, and non-judgmental feedback. Responsibilities as a supervisor/manager. Educator: When employees and team members are new, when you are new to a team, while procedures or conditions change, and when discussing performance goals with your direct reports, you will serve as an educator. Additionally, when you host or attend meetings, develop and distribute regulations, manuals, or other materials, and give cross-training opportunities, you are most likely to teach. Sponsor: As a sponsor, you presume your workers have the skills they need to do their present positions and try to provide them opportunities to show off their abilities and strengths. You owe it to your employees to help them advance their careers, even if it means moving them. Coach: When you're explaining, encouraging, planning, correcting, or simply checking in with your staff, you're coaching them. Counseling is utilized when an employee's issues are affecting his or her performance. SITXCC007

Any subsequent action, including formal disciplinary action, is meant to be mitigated. Your duty is to be positive, helpful, and encouraging as the employee works to fix the situation. Director: When performance difficulties persist, directing is employed after you've educated, coached, and counseled. You should be calm and serious during "directing" talks, make proposed alternatives and penalties obvious, and get your school or department's HR involved. Source : How can you easily resolve conflicts anywhere? (2020). ThoughtCo. https://www.thoughtco.com/steps- to-conflict-resolution-31710 Luhmann, N. (1992). What is communication?. Communication theory, 2(3), 251-259. Griffin, M. A., Patterson, M. G., & West, M. A. (2001). Job satisfaction and teamwork: The role of supervisor support. Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior, 22(5), 537-550. 11. Provide 3 examples of promotional items or initiatives which could be used in your service area, e.g. loyalty programs, and explain how these would be used effectively. Some of the promotional services that could be used in my service area are: 1. Use of emails. Emails have the personal appeal as they are addressed directly to individuals therefore the power to convince new customers to subscribe to the product is high. 2. Free samples. The free samples have the power to influence new customers to purchase the product by first offering them the opportunity to have an experience of the product before even purchasing it. This is an opportunity to convince the buyers of the reasons as to why they should consider the products in the future. 3. Birthday gifts. The birthday gifts offered to individuals can uniquely be tailored in form of the products and services that are offered by the organization. This gives the business the opportunity to promote the product or service it offers and promote customer retention. Source: Simpson, C. (2021). 9 Promotional Items to Consider Using in Your Next Direct Mail Campaign. Entrepreneur. Retrieved 24 November 2021, from https://www.entrepreneur.com/article/281076 . SITXCC007

The feedback form will be evaluated by using various data analysis techniques. By using customer feedback forms a business can improve existing products and services. The customers will tell the business what exactly they want, so by gathering information through feedback forms business can make decision how it can make improvements or additions to the product and services to ensure its meeting customers’ expectations. 14. List 3 examples for customer with special needs or disabilities you may encounter in your work area. What are special requirements are likely for the examples you have provided? 1. Wheelchair bound travellers - destination should be having wheelchair access. 2. Impaired hearing - basic sign language to get the message across 3. Non-English speaking – tour guide with knowledge of their native language 15. List 3 factors which must be considered when you need to compensate a customer to ensure both, the interest of the business and the customer are satisfied? 1. Value of Compensation 2. Customer profile 3. Impact on customer SITXCC007