1. SITXCCS016 Assessment Manual V1.0

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SITXCCS016 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES ASSESSMENT MANUAL

SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 2 of 27 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? To demonstrate competency in this unit, you must complete all of the assessment tasks below. 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 log in 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 Assessment Task 3 Portfolio What is required for successful completion? To be assessed as 'Competent' for this unit, you must complete 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. • Activities/questions to be completed by the student.

SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 3 of 27 • 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). Please note that some assessment tasks require you to submit completed forms and templates. You will find these forms and templates in a separate 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 assessor will still assess your performance separately. Your assessor will check your assessment evidence before submission and provide interim feedback on the unsatisfactory performance. You must submit your assessment work via the 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 another person; I have not cheated or plagiarised the work or colluded with any other student(s); I have correctly 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 know my assessment appeal rights. The above declaration is an agreement from you that all the assessment evidence you submit is your own work and that you understand the consequences of academic misconduct. Assessment Task and Unit Outcomes Once the assessor marks your work, you will receive either a 'Satisfactory' or 'Not Satisfactory' result for each assessment task. If you receive a 'Satisfactory' result for all assessment tasks, you will receive a 'Competent' result for this unit.

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SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 4 of 27 Receive a 'Not Satisfactory' result for any of the tasks or miss any of the tasks. You will receive a 'Not Competent' result for this unit. Academic Misconduct and Referencing You must provide your responses in your own words. You can refer to the unit's learner guide or other sources. Still, you cannot copy sentences and paragraphs directly from these sources. Suppose your responses are found to have been copied directly from the learner guide or other sources. In that case, your result will be 'Not Satisfactory'. You will still need to provide references of sources you relied upon to prepare your assessment work. You must also ensure that your assessment work must be current and relevant to the given task and case study scenario. You will be dealt with as per VIA Education's Academic Misconduct Policy if you are engaged in academic misconduct involving plagiarism, cheating, or collusion. You can find more details on this policy and referencing in the Student Handbook available on the VIA website. Reassessments VIA Education will give you a reattempt opportunity if you receive a 'Not Competent' (NC) result for this unit. You will have two reattempt opportunities for each 'Not Satisfactory' task during your course. Please note that each reattempt will be subject to a reassessment fee. Please refer to the Student Handbook available on the VIA website to know more about the reassessment process. What can you do if you do not agree with the assessment outcomes (results)? Suppose you disagree with the assessment outcome or believe mistreatment has happened to you during the assessment process. In that case, 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 unhappy with the outcome, you can request 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.

SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 5 of 27 ASSESSMENT TASK ONE Short answer questions Instructions • The purpose of this task is to assess your knowledge relating to managing quality customer service practices in hospitality area. • You must answer all twenty (20) 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 found to have been copied directly from 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 five (5) principles of quality customer service. 2. Read the scenario and answer the question below: As a family of four walks into the restaurant, the hostess smiles and welcomes them. She then asks the family if they prefer a booth or a table. The father, Chris, says they would like a table, and the hostess says she has one ready for them. As she walks the family to their table, she asks them if they're dining out for a special occasion, and the mom, Janet, replies that it's her husband's birthday. The hostess wishes the husband a happy birthday and offers the family a discounted appetizer with their meals before seating them.

SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 6 of 27 As the hostess seats the family at their table, she asks if there is anything else she can do for them before she leaves. Janet speaks up and asks if they can have a booster seat for their toddler and some extra crayons for their daughter. The hostess says she will be right back with everything while the family takes their seats. When she returns, she brings the booster seat, plenty of extra crayons and a few extra children's menus that the children can draw on during their dinner. List the two (2) examples of professional service standards the hostess has met in servicing customers. (10 – 15 words per example) 3. Describe at least three (3) industry expectations of attitudes and attributes that staff who work with customers in a service business. 4. Match the responsible person for each task listed below: A. Management B. Supervisor C. Operational personnel Responsible Person Tasks Developing customer service policies and procedures Ensure correct payment is taken and payment system is running efficiently Ensure team members are trained in delivery customers service procedures Customising service to suit the individual needs of customers Handling day-to-day service issues outside the scope of authority of staff to deal with Delivering customer service standards prescribed by the organisation

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SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 7 of 27 5. List three (3) sources of information on current service trends and changers that affect service delivery in the hospitality industry. 6. List two (2) examples of the effect of environmental changes within the hospitality industry might impact planning for quality customer service. Change Examples of impact on customer service planning (5 – 15 words for each example) a. Changes in the competitive environment. b. Economic climate. c. Introduction of new technologies or equipment. d. Management changes and organisational restructures. e. Recruitment practices. f. Trends in customer service preferences.

SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 8 of 27 7. Match the methods of customer research to the provided description. A. Analysis of competitive environment and industry service trends E. Quantitative research B. Customer service surveys F. Seeking feedback from service delivery colleagues C. Customer focus groups G. Questioning customers D. Qualitative research Methods of customer research Description Involves assembling a group of customers whose demographic characteristics fit the target market group/s of the business and asking them questions on identified issues to get their thoughts and input. Involves seeking numerical data about a given issue such as number of times a customer buys, their average spends, the number of things they buy or anything else that can be quantified. Involves applying a set of pre-prepared questions to customers after they have received a service or had a service experience in order to get feedback on it and their level of satisfaction with it. Involves asking customers questions as part of the buying process to identify needs, wants and preferences so an idea of personal requirements and general customer trends may be determined. Involves looking at what competitors are doing, reading industry reports and using personal networks to identify what is happening. Involves seeking answers to ‘why’ questions and captures reasons customers do or do not do certain things; it is research that capture non-statistical data. Involves being proactive and asking co-workers about their thoughts of and experiences with customers and service delivery.

SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 9 of 27 8. List the seven (7) guidelines in creating customer service policies and procedures. 9. List two (2) strategies that can be used to implement customer service policies and procedures. 10. List two (2) strategies that can be used to monitor customer service policies and procedures. 11. Identify three (3) ways you might involve staff in the development of customer service practices as part of your quality service provision. (10 – 20 words per response) 12. Explain how evaluating staff and customer feedback can be used as a method to help you implement quality service provision. (80 – 90 words) 13. Match the methods of assessing the effectiveness of customer service practices to the provided description. A. Examine overall business performance B. Monitoring the ongoing effectiveness of staff in complying with performance standards and of protocols in explaining required staff practices. C. Reviewing targeted customer service indicators. D. Reviewing customer satisfaction survey statistics

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SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 10 of 27 Methods of assessing the effectiveness of customer service practices Description Benchmarking, tracking and reviewing number and nature of complaints, disputes and organisational service responses to customer requests or needs. Identifying extent to which staff meet required customer service standards and determining the effectiveness of organisational policies and procedures in explaining practices. Conducting customer satisfaction surveys and tracking the outcomes of these over, and as compared to changes in customer service standards or protocols to identify relationship between customer service initiatives introduced by the business and their impact on customers. Tracking key statistics such as number of customers served, sales, profit, market share, conversion rates (enquiries to sales), percentage of repeat/return customers. 14. Match the methods of obtaining customer feedback to the provided description. A. Customer discussion with employees B. Discussion with customers C. Formal customer interview D. Regular staff meetings that involve customer service discussions E. Customer service surveys

SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 11 of 27 Methods of obtaining feedback from customers Description These may be random or arranged in advance and are situations where the customer is asked a set list of questions on a given topic because of their engagement with the products and services that are the focus of the questions. These are the common team meetings and briefing and de- briefing sessions where the supervisor can raise the issue of customer service and ask staff for their input, or where staff can contribute feedback, they have received from customers. These are talks between supervisors and managers that occur with staff on an ad hoc basis throughout the course of a day. They provide a perfect opportunity for staff to pass on comments they have received from customers in relation to service received. These are the common team meetings and briefing and de- briefing sessions where the supervisor can raise the issue of customer service and ask staff for their input, or where staff can contribute feedback, they have received from customers. A questionnaire that is designed to help companies understand what internal, external and staff think about their customer services. 15. Explain why the following sources of suggestions for improvements to customer service delivery can be useful. Sources of suggestions Explanation of their usefulness (30 – 60 words per response) a. Customers involved in complaints about the business or who have been in some sort of dispute with the organisation.

SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 12 of 27 Sources of suggestions Explanation of their usefulness (30 – 60 words per response) b. Organisations that supply the business with goods and services. c. Workers within the business. d. Supervisors and managers in the organisation. 16. What is the importance of industry schemes, accreditation and code of conduct in improving customer services in hospitality industry? (40 – 50 words)

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SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 13 of 27 17. Explain how the following organisational policies and procedures can assist in ensuring quality customer service. List two (2) examples for each of your explanation. Organisational policies and procedures Explanation (5- 30 words per response) a. Acknowledging and greeting customers. b. Complaint and dispute management. c. Authority for different level personnel to resolve complaints, disputes, service issues and customer compensation. d. Loyalty programs. e. Presentation standards for customer environment and customer service personnel. f. Pricing and service guarantees. g. Product quality. h. Refunds and cancellation fees.

SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 14 of 27 Organisational policies and procedures Explanation (5- 30 words per response) i. Response times. j. Staff training. 18. Read the statements below and identify if the statement is True or False. Statements True or False Businesses must allow customers to cancel if they have a major problem with a service or a minor problem that cannot be fixed within a reasonable time when it was unfit for the purpose asked for. The information of charging cancellation fees must be communicated to the customer after they make a booking. Businesses are not entitled to set and raise prices independently as they see fit Information about potential price rise must not be false, deceptive or misleading ‘No refunds’ or ‘No refunds if you have changed your mid’ signs are lawful Refunds must be given where there is a major problem with the product or service that would have stopped the person buying it in the first place, makes it unfit for use, does not meet identified purpose or is unsafe. Businesses may offer a suitable substitute product (or taker other suitable corrective action) if an advertised item is not available when a customer asks for it – but ‘bait and switch’ is illegal.

SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 15 of 27 19. What is the main objective of consumer protection law? (20 – 30 words) 20. List five (5) examples of contents should be included in organisational consumer protection policies and procedures. Evidence Submission Checklist Evidence to be submitted Have I completed this? Answers to all questions 

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SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 16 of 27 ASSESSMENT TASK TWO Roleplay & Portfolio Instructions • The purpose of this assessment task is to assess your knowledge and skills relating to develop and manage quality customer service practices . • 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 Blue Healer Spa Scenario 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 environment 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 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: 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.

SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 17 of 27 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. Activities 1. Develop customer survey You are required to develop a survey (minimum 10 questions) that will be sent to Blue Healer Spa customers. 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. • What is their feedback on Blue Healer Spa’s products and services?

SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 18 of 27 The survey questions should cover the following three (3) business areas of Blue Healer: • Reception: covering the front of house and administration. • Catering: covering both the kitchen and dining area. • Wellness: covering the spa and the naturopaths. You can use the provided customer service survey template or create your own template. 2. Write an email to customer (your assessor) The text of the email should be in grammatically correct English, written in an appropriate (polite and business-like) style. The email should: • introduce the purpose of the survey • summarise the contents of the attachment • invite and encourage the customers to complete a google review on how they’ve been served during their stay at Blue Healer Spa with a reward promotion (for example: $10 off for the next spa visit) • Ask the recipient to send their feedback to the Administration Officer, who will anonymise and collate the responses. • Attach the customer survey you developed in activity 1 above to the email. Your assessor, in the role of Administration Officer, will provide you with the customer survey results. 3. Conduct an informal meeting with Blue Healer Spa staff (your assessor) Role play Scenario You are meeting with Blue Healer Spa staff team to give them the opportunity to give feedback on the resort’s products and services and the customer service practices they experience. Conditions Your assessor will play the role of one of the managers work in a variety of area and select two (2) other students from the class to play the roles of other team members. Your assessor will also prepare the environment for the meeting. The team members work in a variety of areas and different shifts with Blue Healer Spa. • Student one plays the role of a new staff recently being recruited.

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SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 19 of 27 • Student two plays the role of a casual staff working with Blue Healer Spa for the past two years. • Assessor plays the role of managers work in a variety of areas using the information below Before your meeting, you will need to consider how you provide information and facilitate discussion to ensure complete understanding and participation by team members. During the meeting, your assessor will assess you on your ability to provide opportunities for staff to give feedback on products and services of the business and the customer service practices they experience. During the meeting, you are required to: • Discuss the purpose of the meeting • 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 • record the notes on the provided communication log (refer to the Meeting Communication Log template – Appendix 1) Meeting should take no more than 15 minutes. 4. Customer Service Practices Briefing Report 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 • Staff meeting feedback • The internet. Use the internet to review: • Trends and changes in the hospitality environment in Australia generally and the Blue Mountains specifically. • Any relevant plain English regulatory documents that are developed and distributed by state and federal government consumer protection regulators, such as:

SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 20 of 27 https://www.accc.gov.au/consumers/buying-products-and-services https://www.accc.gov.au/business/selling-products-and-services/consumer- rights-and-guarantees https://www.accc.gov.au/publications/travel-accommodation-an-industry- guide-to-the-australian-consumer-law • Code of practice and standards for customer service issued by industry groups, such as: https://www.business.qld.gov.au/running-business/marketing-sales/customer- service/improving https://www.tourism.australia.com/content/dam/assets/document/1/6/x/6/o/20 02560.pdf • Information from similar businesses about how they fulfil their customers’ needs, complaints and feedback, such as: 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 • 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 activity 5. Use the Blue Healer Spa Customer Services Briefing Report Template (Appendix 2) to guide your work. 5. Develop customer service policies and procedures 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.

SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 21 of 27 • Wellness: covering the spa and the naturopaths. 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. The structure of the Reception Customer Service Policy and Procedures must at least include: • Title of the policy/procedure • Compliance with Legislation • Staff Roles and Responsibilities • Procedures for: • Managing telephone enquiries • Managing written enquiries • Email • Dealing with difficult customers • Complaints and feedback The structure of the Catering Customer Service Policy and Procedures must at least include: • Title of the policy/procedure • Compliance with Legislation • Staff Roles and Responsibilities • Procedures for: • Interacting with customers • Dealing with difficult customers • Complaints and feedback The structure of the Wellness Customer Service Policy and Procedures must at least include: • Title of the policy/procedure • Compliance with Legislation • Staff Roles and Responsibilities • Procedures for: • Interacting with customers

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SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 22 of 27 • Dealing with difficult customers • Complaints and feedback 6. Write an email to HR Manager (your assessor) The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should request the HR Manager to upload the new policies and procedures to company intranet and notify all employees where they can get access to the new policies and procedures. It also should request the HR Manager to organise and invite employees from each area of the resort, and working each of the different shifts, to attend a staff training session for customer service. Attach your policies and procedures developed activity 5 to the email. Your assessor will confirm the date that you can conduct the training session. 7. Conduct Staff Training Session Scenario 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. You should prepare minimum 15 PowerPoint slides to deliver your presentation. The presentation will be 20 minutes. Conditions 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. 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

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SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 23 of 27 will make to the policies and procedures in the next activity, as well as provide opportunity for your audience to ask questions. During the presentation: • Explain the policies 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. • 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. Evidence Submission Checklist Evidence to be submitted Have I completed this? Customer Survey  Email to the customer  Completed meeting communication log  Customer service practices briefing report  Reception Customer Service Policy and Procedures  Catering Customer Service Policy and Procedures  Wellness Customer Service Policy and Procedures  Email to HR Manager 

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SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 24 of 27 ASSESSMENT TASK THREE Portfolio Instructions • The purpose of this assessment task is to assess your knowledge and skills relating managing and monitoring quality 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 Appendices and templates provided by your assessor o Business technology and office equipment including 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, 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 a s imulated assessment environment 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 Six months have passed since you initiated the staff training to enhance customer service, and the policies and procedures you developed in Task 2 were uploaded to the intranet. In order to better collate staff feedback on customer service practices of Blue Healer Spa, the Administration Officer developed four shifts options to sort staff feedback into the area in which the staff work and the service period they usually work as below: Morning (M): includes reception early shift, breakfast shift in the dining area, and early shift in the wellness area.

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SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 25 of 27 Afternoon (A): includes the second shift at reception, lunch in the dining area, and the afternoon shift in the wellness area. Evening (E): includes the late shift at reception, dinner in the dining area, and the private function evening shift in the wellness area. Night (N): this includes the front desk night shift and the accommodation co-ordinator. Activities 1. Update the customer survey You are required to alter the customer survey that you developed in Task 2 Activity 1 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 anonymised 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. Your assessor, as Administration Officer, will provide you with follow-up customer survey results. 2. Write an email to all Blue Healer Spa’s staff (your assessor) The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. 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.

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SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 26 of 27 The email should ask the recipient to send their feedback to the Administration Officer, who will anonymise and collate the responses. Your assessor will provide you with follow-up staff survey results. 3. Write a short report 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 shor t 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. 4. Resolve a dispute – Write an email 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. The solution to the dispute should reflect the customer service policy and procedure of the business. The text of the email should be in grammatically correct English, written in an appropriate style. 5. Update Policies and Procedures This activity requires you to update and adjust each customer service policies and procedures developed in Task 2 revise to reflect the follow-up feedback you have received. The updated policies and procedures should also reflect the solutions of the identified systemic customer service problems in Activity 3 and 4 above. Save these versions of the documents as: • Updated Reception Customer Service Policy and Procedures • Updated Catering Customer Service Policy and Procedures

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SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 27 of 27 • Updated Wellness Customer Service Policy and Procedures 6. Write an email to team members (your assessor) The final activity requires you to communicate new approaches to customer service to staff involved in service delivery by sending an email to them with the adjusted policies and procedures attached. Your email should briefly explain the purpose of the policy and procedures update, the details of the adjustment, expectations to the customer service delivery staff and provide access information to team members. The text of the email should be in grammatically correct English, written in an appropriate style. Evidence Submission Checklist Evidence to be submitted Have I completed this? Updated customer survey  Email to the Blue Healer Spa staff  Short Report on changes made to customer service practices  Email to the managers to resolve a dispute  Updated Reception Customer Service Policy and Procedure  Updated Catering Customer Service Policy and Procedure  Updated Wellness Customer Service Policy and Procedure  Email to the team members 

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1. SITXCCS016 Assessment Manual V1.0

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