1._SITXCCS016_Assessment_.docx

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Feb 20, 2024

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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 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. • Speed • Accuracy • Accountability • Quality • Transparency 2. Read the scenario and answer the question below:

SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 2 of 14 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. 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 List the two (2) examples of professional service standards the hostess has met in servicing customers. (10 – 15 words per example) - The hostess met all the customers needs, such as, high chair, crayons for the toddler and table for them. - Friendliness on the welcoming is best of what customer would hope for as well, with extra care and offering them discounted appetizer will make customer happy and will be a return customer which is what you would hope for in hospitality. 3. Describe at least three (3) industry expectations of attitudes and attributes that staff who work with customers in a service business. • Friendliness: serve or speaking politely to customers • Empathy: being able to understand and appreciate the customers • Fairness: able to serve and treat all customers with same level of respect and treatment. 4. Match the responsible person for each task listed below: A. Management B. Supervisor C. Operational personnel Responsibl e Person Tasks a Developing customer service policies and procedures b Ensure correct payment is taken and payment system is running efficiently a Ensure team members are trained in delivery customers service procedures a Customising service to suit the individual needs of customers

SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 3 of 14 b Handling day-to-day service issues outside the scope of authority of staff to deal with c Delivering customer service standards prescribed by the organisation 5. List three (3) sources of information on current service trends and changers that affect service delivery in the hospitality industry. - Industry news - Social media - Web resources, as in current market or trends on going. 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. - more competitive, means more businesses joining the industry, hence the competitors are taking an increasing share of the market. - sales won’t be as good unless you’re able to compete with the overall products, prices and services. b. Economic climate. - during periods of growth people are more willing to spend money on the fields of tourism, travel, hospitality and events, and this will impact on the service delivery. - Similarly, during times of austerity you may notice a downturn in income, and actions will have to be taken to minimise costs and limit waste. c. Introduction of new technologies or equipment. - technologies can provide the benefit of speeding up the communication time between customers and the business, such as through social media or ‘live chats’ from the organisation website, which can increase customer satisfact ion. - will also make job easier for example, new self service

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SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 4 of 14

SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 5 of 14 machine on supermarkets. d. Managemen t changes and organisation al restructures . - the merging of two businesses would be one of the examples. It could cause a little confusion for staff and customers for a while, but will most likely do well after since there are more options and more skills to be shared - promotion or downgrading of one individual also one of the example. Promoting someone means the person is good and responsible of the role which will lead the team to be better, samething with downgrading, it wil\l allow the person to learn more and review themselves to be better, e. Recruitm ent practices . - the better the recruitment is ( stricter) the better the staff will be. That is why some big company prefer to hire someone that has experience and not just skill. - on the other hand, having recruited someone that does not have positive attitude will only be a hindrance and will be bad for the industry. f. Trends in customer service preferences. - it is important to keep on top of customer preferences, so that the customers are happy with the service. - Maintaining with the service and improving the goods available will also attract more customers. 7. Match the methods of customer research to the provided description. A. Analysis of competitive environment and E. Quantitative research industry service trends B. Customer service surveys F. Seeking feedback from service delivery colleagues C. Customer focus groups G. Questioning customers

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SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 7 of 14 D. Qualitative research Methods of customer research Description c 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. e 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. b 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. d 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. a Involves looking at what competitors are doing, reading industry reports and using personal networks to identify what is happening. g 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. f Involves being proactive and asking co-workers about their thoughts of and experiences with customers and service delivery. 8. List the seven (7) guidelines in creating customer service policies and procedures. - Loyalty programs - Product quality - Refunds and cancellation fees - Response times

SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 8 of 14 - Acknowledging and greeting customers

SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 9 of 14 - Complaint and dispute management - Pricing and service guarantees 9. List two (2) strategies that can be used to implement customer service policies and procedures. - Making sure that all policies and procedures are documented in a way that is readily available for customers - Sending policy through email and also list or attach policies at the end of website or email 10. List two (2) strategies that can be used to monitor customer service policies and procedures. - Reviewing written correspondence - Monitoring phone calls 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) - Staff training: in most of the company, they do training every now and then to refresh or enchance the knowledge of customer service. - Mentoring: guiding people or when you put someone that has a lot of knowledge with someone that still trying to learn will be able to help a lot too. - External training: workshops or anything similar will increase the knowledge broader. 12. Explain how evaluating staff and customer feedback can be used as a method to help you implement quality service provision. (80 – 90 words) Feedback helps people to understand their ability more. What is there to be improved and what is there to remove. Supervisor and manager that evaluates staff regularly, will

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SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 10 of 14 make the staff aware of what is to be done, and what to improve. Customer feedback will also help with the point of view of the customers whether if it is not fast enough, or friendly enough. 13. Match the methods of assessing the effectiveness of customer service practices to the provided description. A. Examine overallB. Monitoring the ongoing effectiveness of staff in business complying with performance standards and of performance protocols in explaining required staff practices. C. Reviewing targeted D. Reviewing customer satisfaction survey customer service statistics indicators.

Description Methods of obtaining feedback from customers SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 11 of 14 Methods of assessing the effectiveness of customer service practices Description c Benchmarking, tracking and reviewing number and nature of complaints, disputes and organisational service responses to customer requests or needs. b Identifying extent to which staff meet required customer service standards and determining the effectiveness of organisational policies and procedures in explaining practices. d 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. a 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 B. Discussion with customers discussion with employees C. Formal customer E. Customer service surveys interview D. Regular staff meetings that involve customer service discussions

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SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 13 of 14 e 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. d These are the common team meetings and briefing and debriefing 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 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. d These are the common team meetings and briefing and debriefing 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. e 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. Complaints are something that can’t be overlooked, but it is also something that will prevent business to fall for the same mistake, improving the business and make sure that customers get what they are supposed to get b. Organisations that supply the business with goods and services. Supplier is the organization that you need to get first before opening a business. Even when you have opened you rbusiness, youi still need to research the market and the supplier that can provide the product that you need and with

SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 14 of 14

SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 15 of 14 the correct budget, therefore you will be able to make profit.A c. Workers within the business. If nobody is working in a business, no business will be able top run. The bigger your business is, the more staff that you need to hire. Workers in different department and aspects is necessary to make the business run smoothly and balanced. d. Supervisors and managers in the organisation. Supervisor and managers will make sure that the service will run smoothly. Supervising team members and share knowledge with them will make sure that customers get the correct service. They will also manage everyrthing according to what it should be. 16. What is the importance of industry schemes, accreditation and code of conduct in improving customer services in hospitality industry? (40 – 50 words) Accreditation lifts the standard of our industry's and visitor's quality expectations. Accreditation is also an important indicator of the quality of your management and product delivery. Accreditation encourages businesses to plan how their business will function and check that

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SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 16 of 14 customer expectations are being met.

SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 17 of 14 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. - greeting customers will make customers feel welcomed which is more please to visit to - acknowledging that they are the customer in need, they need to be served as friendly as possible and in a good manner to make sure they will return and most importantly happy with the service b. Complaint and dispute management. - positive side on having complaint is that we know what is wrong and what to do. Hence making our service better - It is also makes people thin that we are reliable and can be depend on c. Authority for different level personnel to resolve complaints, disputes, service issues and customer compensation. - easier to manage and will be more efficient - higher authority is responsible and will be able to handle well, instead of a lot of people trying to do it at the same time and makes customers uncomfortable d. Loyalty programs. - will make sure customers comeback for the product and rewards - attract more customer to join in

SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 18 of 14 e. Presentation standards for customer environment and customer service personnel. - environment is a key to show what kind of store and product that you sell, it is also attract customers if it is comfortable and good looking. - with a good service, people tend to comeback to the same person because they trust that person, hence having a good staff is also good f. Pricing and service guarantees. - pricing factor is one of the reason why people keep coming back, if you can compete with other competitors, you’ll gain much more capital. - price match is also one of the thing that is very popular in Australia, and if you can find the good supplier and can follow the demand of the customer, it will make customer coming back for your product g. Product quality. - quality is also one of the most important part, it is good to be cheap or anything, but quality is what people looking for - quality will make return customers. h. Refunds and cancellation fees. - having be able to refund is something reassuring for customers. If the product is faulty or is wrong, people will be able to refund it and will be happy i. Response times. - fast and reliable is pretty much motto for every customers - also the quicker the work, the more efficient it is as well j. Staff training. - trained staff will make a better job - refreshing all the knowledge and will make staff more comfortable to work and

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SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 20 of 14 do their jobs 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. true The information of charging cancellation fees must be communicated to the customer after they make a booking. false Businesses are not entitled to set and raise prices independently as they see fit false Information about potential price rise must not be false, deceptive or misleading true ‘No refunds’ or ‘No refunds if you have changed your mid’ signs are lawful true 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. true 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. true 19. What is the main objective of consumer protection law? (20 – 30 words) The various aims of consumer protection law include the following: to ensure consumers are provided with accurate information about the goods and services they choose to purchase, to mandate minimum standards of quality applying to the supply of goods and services, to preclude unfair/misleading market practices, and to prevent the exploitation of vulnerable members of the community.

SITXCCS016 Assessment Manual Version 1.0, January 2023 Page 21 of 14 20. List five (5) examples of contents should be included in organisational consumer protection policies and procedures. - Accurate and sufficient information is provided about the product - A secure payment process - The availability and provision of effective and accessible redress - Agreement upon relevant areas of jurisdiction - That customer information is protected and remains private.

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