SITXCCS015 Student Assessment Tasks Marked
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Australian Harbour International College *
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MISC
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Business
Date
Feb 20, 2024
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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Qualification Code/Title SIT40521 Certificate IV in Kitchen Management
Assessment Type Assessment -01 (Knowledge Questions) Assessment- 02 (Project Portfolio) Time allowed Due Date Location AHIC Term / Year Student Details Student Name Ushant Bhandari Student ID AHI3001814 Student Declaration:
I declare that the work submitted is my own, and has not been copied or plagiarised from any person or source. Signature: Date: 28/11/2023 Assessor Details Assessor’s Name
Mohammed Alamgir Hossain
Assessment 1 Result (Please Circle) SATISFACTORY NOT SATISFACTORY Assessment 2 Result (Please Circle) SATISFACTORY NOT SATISFACTORY Assessment 3 Result (Please Circle) SATISFACTORY NOT SATISFACTORY Assessment 4 Result (Please Circle) SATISFACTORY NOT SATISFACTORY Unit of Competency National Code/Title SITXCCS015 Enhance customer service experiences
Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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Feedback to student: Student did not provide satisfactory information in Task 2, 3 and 4.
Student Declaration:
I declare that I have been assessed in this unit, and I have been advised of my result. I am also aware of my appeal rights. Assessor Declaration: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback. Signature Signature Date Date 01/04/2024
Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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Contents Introduction 4
Assessment for this unit 4
Assessment Task 1: Knowledge questions 5
Information for students 5
Questions 6
Assessment Task 1: Checklist 21
Assessment Task 2: Customer service project 25
Information for students 25
Activities 26
Assessment Task 2: Checklist 44
Assessment Task 3: Customer complaints resolution project 47
Information for students 47
Activities 48
Assessment Task 3: Checklist 58
Assessment Task 4: Customer service report 62
Information for students 62
Activities 63
Assessment Task 4: Checklist 70
Final results record Error! Bookmark not defined.
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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Introduction Welcome to the Student Assessment Tasks for SITXCCS015 Enhance customer service experiences
. These tasks have been designed to help you demonstrate the skills and knowledge that you have learnt during your course. Please ensure that you read the instructions provided with these tasks carefully. You should also follow the advice provided in the Hospitality Works Student User Guide
. The Student User Guide provides important information for you relating to completing assessment successfully. Assessment for this unit For you to be assessed as competent, you must successfully complete four assessment tasks:
Assessment Task 1: Knowledge questions –
You must answer all questions correctly.
Assessment Task 2: Customer service project –
You must prepare for and participate in role-
plays with two internal and two external customers to find out about their needs, and provide information on services available, as well as provide services to the customers.
Assessment Task 3: Complaints resolution project –
You are required to handle a complaint from a customer and respond to the customer.
Assessment Task 4: Customer service report –
You are required to seek and record feedback from the customers and review the organi
sation’s Feedback Register, as well as develop a report recommending ways to improve service delivery for Blue Healer Resort and Spa.
Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
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Assessment Task 1: Knowledge questions Information for students Knowledge questions are designed to help you demonstrate the knowledge which you have acquired during the learning phase of this unit. Ensure that you:
review the advice to students regarding answering knowledge questions in the Hospitality Works Student User Guide
comply with the due date for assessment which your assessor will provide
adhere with your RTO’s
submission guidelines
answer all questions completely and correctly
submit work which is original and, where necessary, properly referenced
submit a completed cover sheet with your work
avoid sharing your answers with other students. Assessment information Information about how you should complete this assessment can be found in Appendix A of the Hospitality Works Student User Guide
.
Refer to the appendix for information on:
where this task should be completed
the maximum time allowed for completing this assessment task
whether or not this task is open-book. Note
: You must complete and submit an assessment cover sheet with your work. A template is provided in Appendix B of the Student User Guide. However, if your RTO has provided you with an assessment cover sheet, please ensure that you use that. i
Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
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Questions Provide answers to all of the questions below. 1. List three strategies for enhancing a customer’s service experience.
Professionalism- A high level of skill in customer service gives the impression that you care about your customers and are friendly. A person's "professionalism" can be judged by many things, including how they act and behave. Service teams that are paid to do their jobs can stay calm and get things done quickly during busy times. People who think you care about what they say are more likely to be satisfied with your business. Patience- It's tough to work with people who are different from you and have their own habits and quirks. Employees must be upbeat and happy at all times, even if customers are being loud, annoying, or impatient. It's very important that the staff is gentle and pays attention to what the customers want. People who can quickly adapt to new situations and stay calm under pressure are more useful to the company. People-First Attitude- For customer centricity, which means putting the needs and wants of the customer ahead of those of the company, you must take a "people first" approach. Maybe the business will do better if it treats each customer as a unique person. You can improve your standing at work and gain the trust of customers by making them feel like they are important. 2. List three benefits of enhanced customer service experiences. The following four forms of constructive conversation are essential for providing outstanding customer service: Listening- Listen to what the buyers have to say. The first step to providing great customer service is to carefully listen to each customer's unique problems. People think it's rude to talk over someone who is trying to explain something. Before you answer the customer, give their comments some serious thought. Non-verbal communication- You could use body language, eye contact, and facial expressions to communicate without words. When employees are friendly, accepting, and honest with clients, they are more likely to keep them as customers. Caring about and showing worry for customers shows that the service provider hears and thinks about what they have to say. Positive word with empathy- Positive words and understanding will help you connect with the people you're talking to. A good agent knows how to keep calm under pressure and still give important information. A client's helpful words, like "I can" or "I understand," make the service provider feel like they're getting closer to fixing the problem. Your attitude and support of your team members are very important if you want to do well.
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
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Question and feedback- When a business asks for feedback from customers through polls and notes, it shows that it cares about them and wants to solve their problems. Businesses can figure out what kinds of goods and services their target market will like best by asking customers for feedback. Customers might trust you again and stop being worried if you do that. 3. List three principles of positive communication.
Clarity
Honesty and openness
Involved listening 4. List three benefits of positive communication.
To finish difficult jobs, people need to work together and build relationships based on trust.
Because of this, our clients are happier than they were before.
The company is now running better. 5. Explain three techniques that can be used when providing services to customers to anticipate their preferences, needs and expectations.
Give potential customers your full attention when they first ask a question. You will be much better able to tell people they are wrong when they come to you for help.
If customers think their thoughts and ideas will be taken intoaccount, they are more likely to share them. A virtual model of a watch, for example, could be used to show off the watch's features to someone who might buy it.
You should give the customer something close if you don't have what they need. 6. Explain two conflict resolution techniques that can be used when providing customer service.
When you talk to a customer on the phone or in person, you get information and build trust. To give good care, you need to listen carefully and wait for the patient to finish talking before you answer.
A group of experts will likely be put together to figure out what to do. In an emergency, when the client's health needs to be improved quickly, this method is often used.
Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
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7. Explain how feedback from staff and customers can be used to enhance customer service. Customers and workers would tell management everything they need to know to make changes and grow if they would just listen to them. Customers should always be able to talk to a business and get their ideas taken into account. It's more possible that workers will be able to help people if they take the time to learn about them. Keeping in touch with people helps you figure out what goods and services they want most. When trying to find service holes and come up with answers, employees' feedback is very important. Reviews are also helpful because they show what people from other places think about the goods or services in question. It is important for any business to have a method for collecting and reviewing customer comments. If workers' and customers' ideas are put into action, it may lead to more productivity, respect, and sales. To stop a downward trend, a business needs to pay attention to what its customers are saying. Reading what other customers have said about a business can tell it a lot about how good its customer service is. Companies need to get correct information from their customers and workers if they want to stay in business in today's tough market. In the future, this information could be used to better plan projects and find workable solutions to important issues. Surveys are a great way to get feedback from customers and employees. They will feel valued. Motivating and interested workers has a direct effect on how much they get done and how happy their customers are. When people in a business's online community say good things about a product or service, those good things tend to get around. Planning ahead and having a plan are needed to get honest answers. Open feedback systems are good for both employees and clients. Because of this, businesses often use notes to learn more about what customers like and how to make their services better. 8. List and describe five extras and add-
ons that can be used to enhance a customer’s experience. Provide examples to explain your answer. Extra or add on How it can enhance customer service and example a. Additional destinations You might get free stuff and savings if you book a lot of trips through the same travel company. It is hoped that this will lead to a more flexible way of meeting customer wants. b. Additional tours or cruises To get many people to agree with you that something is worth doing.
Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
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Extra or add on How it can enhance customer service and example c. Cocktails and liqueurs to enhance the dining experience The person making the speech can choose to ignore ideas that are put forwards in a gentle way. People who buy from you a lot should get extra attention, and you should know what they need before they ask for it. d. coordination services at events and conferences Many times, a customer who is pleased with the service will return and tell their friends about the business. A good example of this is making a sign for a social event. e. entrance to events, festivals and entertainment scheduled during customer stay at destination It's an important way to find out what tourists thought so that changes can be made. f. entrance to major attractions at destination A place's guest happiness rate is directly linked to the number of people who use its facilities. g. extra food items If you need a fancy place to eat for a special event. It's not easy to find good restaurants that don't cost too much. This room is big enough for ten people without any problems. The managers would like to thank you for your continued business by giving you a free gift with your lunch. The price cuts will be good for both the business and the customers. h. flight fuel emissions offset fee It helps green projects that wouldn't get money any other way and lets us lessen our effect on the world. i. local guiding services You've finally made up your mind to go on break. If you book your trip through some services, you might get a free reference as an added treat. People who give walks must really know the place or have studied it a lot.
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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Extra or add on How it can enhance customer service and example j. optional meals and dining experiences Customers can shop online, mine data for insights, take advantage of a reward programme to get people to buy from you again, and use self-service choices. k. prepayment of baggage charges With Philippine Airlines' (PAL) Paid Baggage Programme, you can pay to check extra bags on top of the free ones. l. prepayment of in-flight meals Airport restaurants serve this dish all the time. The paper says that fish and pasta go well together. m. pre-travel seat selection Customers may find it handy to be able to call, chat online, text, or use another app to get in touch with a business. Things like Videocam and Rosado come to mind. n. private car transfers in lieu of regular transportation options It's possible that public transportation could help ease traffic because more people can ride at once. o. special offers or packages In order to get people, many hotels offer lower prices. For the five days and four nights you stay here, you will be treated like kings and be given first-class housing, gourmet meals, and unlimited non-alcoholic drinks. p. specialised styling for events You need to do this step right away if you want to build trust and keep it strong over time. But this lack of skill goes far beyond problems with looks. q. storage for luggage after check-
out You can spend more time enjoying the city since you don't have to worry about where to store your things.
Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
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Extra or add on How it can enhance customer service and example r. travel insurance The Oxford Dictionary says that "insurance" means "the promise of payment in the event of loss due to specified perils." It makes sense that you would want a policy that promises to pay you if you lose something. s. upgraded accommodation and flights Help them out as soon as possible, and keep in touch as you do so. Keep in touch with people long after they've left, use all the tools you have access to, and improve your service based on what they say. Not only is this important, it's also clear. t. wine or boutique beers to match meals ordered So that cooks and bars can make tasty food and drinks more easily. 9. Thinking about the qualification you are studying and the industry sector that you would like to work in, answer each of the following questions: a. Describe at least three professional service standards and protocols for staff.
Delivering standard service- In the hotel business, success depends on maintaining high standards for appearance, cleaning, and customer service.
Safety and hygiene- People who work in food service must always wear clean clothes and an apron. To keep the food clean and safe to eat, more needs to be done.
Communicating and supporting customers- It is important to have good speaking and unconscious conversation skills in order to help people. letting them know that easy answers will be given to their questions about the food and service. b. Describe at least three attitudes and attributes that you will you require to work with customers in the industry sector you have chosen. Here are three mentalities and personality traits that can help you succeed in customer service:
Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
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Commitment- Everyone who works in the service business needs to be able to keep a positive mood even when things go wrong. The wants of the customer and the quality of the service should always come first.
Enthusiasm and good attitude- The amount of happiness that a company's customers feel is directly related to how well the company does financially. When workers always have a good mood and treat customers well, employers are more likely to keep them.
Communication skills and leadership- Being able to lead others and speak clearly both orally and in writing, as well as having experience working within set parameters. The real power of a leader is being able to take charge and bring people together around a shared goal. c. Describe at least three key customer service needs and expectations in the industry.
Quality and convenience- The quality and worth of the item or service must be good, and it must also be easy to use. Customers won't settle for anything less than perfect quality these days. Customers demand to be told the truth and treated fairly when it comes to service, price, and product quality.
Efficiency and reliability- On-time service is important for keeping customers happy. This is something that takes a lot of time and should be avoided at all costs. If something or someone is simple to get, it's more likely to be well made.
Supportive and informative communication- Workers need to know everything there is to know about the goods and services the company offers so they can answer customers' questions in a smart way. When a customer calls with a problem, they are helped right away and given good ways to solve it. d. Describe two types of customer loyalty programs that exist. Good personal cleanliness and appearance are the only ways to make sure the food you serve is up to par, get great reviews, and have people come back. Here are some examples of rules that are very important:
If you want to look good at first glance, brush and floss your teeth every day.
How to use your body language to show that you are honest and sure of yourself.
Looking great, including your nails, without having to call the "nail police."
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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If you work with food, you shouldn't dye or style your hair in a way that makes it stand out. Men should either keep their beards short and well-kept, or they should get rid of them completely.
To look nice, make sure your shoes are shiny and your clothes are neat. Also, make sure you pin your name tag on correctly.
Good manners, such as not using bad language and staying calm when things get tough e. Describe how customer databases are used in this industry. List three essential features that the database should include. From a customer's database description, you can figure out what they usually buy. They make it easier to store information about customers so that it can be used in marketing efforts later on. To keep track of your customers' names, addresses, phone numbers, and the shops where they bought your products, you need a database. There are three main parts to the database:
Data Organization.
Customization of the Database.
Data Retrieval. 10. Choose a company you are familiar with and/or would be interested in working for. Answer each of the following questions. a. What does the company says its response time is for providing services and resolving complaints. How does this compare to other companies? It takes my favourite business up to 48 hours to get back to me. Response times usually take between one and five business days, so this is really quick. b. Describe key features of its customer service policies and procedures. There are four things that make for great customer service: kindness, skill, ease, and effort. How satisfied a person is will depend on how well these factors are met. When you want to give great service, you should first find out as much as you can about the person. c. Summarise its complaint handling policies and procedures.
Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
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•
tries to help people in ways that go above and beyond what clients and coworkers expect. •
Acts quickly when faced with problems and works hard to find answers as soon as possible. •
This word refers to every person, group, and business. d. Outline three promotional services offered by the company.
Email and text message messages are included.
Advertising Costs
Promotional Efforts Employing Digital Mediums. 11. Explain the best practice process that a company should follow for responding to the following common customer complaints: a. incorrect pricing or quotes Any charges that were too high for clients must be taken back right away by the firm. It's important to follow up with the customer a few days or weeks after the problem has been fixed to make sure they're happy with the result. b. delays or errors in providing products or services If a customer has a bad experience with a product or service, the salesperson should say sorry and promise that things will be better next time. Customers who are given money are more likely to stick with a business. c. misunderstanding of customer requests Here are the steps that need to be taken: •
To agree that a problem has been solved and move on. •
Arguments or complaints that get very heated •
Always get permission before coming up with an idea. •
Write down what people say when you ask them a question. •
Figure out what went wrong and fix it. •
Make sure that everyone has had enough time to deal with what happened on an emotional and mental level.
Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
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d. escalated complaints or disputes When a customer makes a formal report, a service worker will look into it and, if necessary, take it to a higher level. Things are already bad, and things will get worse if management doesn't do anything. As soon as they understand the claim is not within their area of responsibility, they should do this. There are people on the team or outside sources who can't meet our needs. e. other team members or suppliers not providing special requests If an employee or vendor isn't performing up to par, please take the following actions.
To make money with your business, you need to first understand your people.
Admit when you're wrong and move on.
Give the person some ideas for what they can do to get back on track.
You need to teach your coworkers about this so that they can better serve your company's customers in the future.
You should keep in touch with your customers. f. misunderstandings or communication barriers A security guard has to help a customer find the next available guard if the customer is having trouble talking to that guard. g. unmet expectations of, or problems or faults with, a service or product. Customer service workers' job is to find out what an unhappy customer wants (or, if the product or service they want isn't available, what would be a good replacement) and give it to them. 12. Explain how the following methods can help to compensate dissatisfied customers.
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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Method How it can help compensate dissatisfied customers Negotiating with suppliers on customer behalf to gain reduced rates or extra services People might be willing to pay more for a product if it has extra perks. There are times when lowering the price might make sense. If the count goes up enough, everything will be clear to see. Offering a range of service levels and pricing plans shows that you are flexible. Providing some or all services free of charge or at a reduced rate.
The company may give back money that was paid for things or services that they couldn't provide.
Discounted tickets to enter in the future
A cheap add-on that might be useful.
The customer doesn't have to pay for some services.
Some things' prices have gone down.
Providing discount vouchers to attend at a future time or inexpensive add-on products such as small gifts. If a possible buyer shows interest but then backs out at the last minute, you may decide to lower the price. Some good ways to show your commitment are to pay in full up front, keep your word for longer, or offer to be a good model. Special attention during the service period and special customer service delivery on next attendance To find answers, you need to think outside the box. Quickly move. Listen to what your buyers have to say and make changes as needed. Being ready is important, so learn more about the goods or service.
Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
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13. Explain why it is important to consider each of the following factors when determining compensation of dissatisfied customers: a. Legal and regulatory requirements in relation to consumer law The Federal Trade Commission Act (FTCA) of 1914 set up the Federal Trade Commission (FTC). It has been an important role in the US to protect people ever since. This law directly led to the creation of the Federal Trade Commission (FTC), an outfit whose job it is to protect consumers and keep businesses honest. b. Can the organisation actually provide the compensation? You will be able to hire and keep the best workers if you pay them enough to compete in the market. Don't let the mood at work get bad. c. Do you have the authority to resolve the complaint? Honour and praise the outstanding effort. Do not lose your cool. It's better to stay cool when things get tough. d. Policies and procedures Rules set limits on the choices that can be made, but they usually leave a lot of room for flexibility. By listing the good things about a preferred course of action, they make a case for it. Instead, a detailed list of steps is given to show "how" to do it. They walk you through everyday tasks step by step. It's possible to list tasks or draw out steps. 14. Different cultural groups have different needs and expectations around customer service. Describe the importance of considering the cultural needs of your customers in relation to the following: a. modes of greeting, farewelling and conversation When agents from Western countries meet, they usually shake hands and say "good morning" or "good afternoon." Many people believe that how someone answers "How are
Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
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you?" could show something about their health in general. When people talk about things that matter more, they often talk about jobs. The Indian gesture "Namaste," which is often said after shaking hands, means "I welcome the divine within you." When two people join hands, their middle fingers turn up. This is a worldwide sign of friendliness. People here try to be nice and vague instead of being direct and honest like people in the West. b. body language and body gestures People in the West value relationships more than people in other parts of the world. Maintaining eye contact shows that you are interested and sure of yourself. Giving someone the thumbs-up is now a common way to show approval. In Indian society, nodding your head means you agree or are interested. Showing your feet or pointing your legs at someone is a very rude thing to do. A lot more people live alone outside of the West. c. formality of language For example, in the West, people often use "YOU" to address a specific person. English is spoken by more people around the world than any other language. In India, different terms of endearment are used to show different levels of love. Most people in this area speak Hindi and Nepali, but there are also a lot of other languages spoken. d. clothing expectations for customer service staff People in the West usually wear suits to work, but shorts and t-shirts are more popular in social settings. Indians, on the other hand, insist on wearing native clothes and value freedom of speech and variety. Indian men and women both wear saris, kurta pants, salwar kameez, and even suits. 15. Explain each of the following methods of collecting feedback: a. surveys We think that when we ask our clients this kind of question, they will honestly answer it. The people who should fill out the survey
—
the customers
—
will like how simple and clear it is. You can meet in real life or over the internet. This way works because it encourages honest
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
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discussion and useful analysis. Based on what customers say, the technique's end goal is to make the product better. b. interviews These are the only places where a salesperson and a customer can talk privately. Interviews are a great way to get people to pay attention to what you have to say. During the conversation, the customer and worker may only ask and answer short, casual questions. When two people are having a friendly chat, they can talk in depth about a lot of different topics. c. structured questioning It's important to ask the right questions and then do what you're told. The customer is given several options from which to pick the best one for them. Users are happier with the outcomes since they have more options to pick from. there are many options (single, multiple, ordered, and ranked). d. observation of customers When you watch how people in a group talk to each other, you might learn about them. People's words, actions, and feelings show that they are happy. Hearing from customers in real time helps us figure out how well our current efforts to make our goods and services better are working. The observing method is often used for controlled observation, random observation, and specialised techniques. e. casual discussion Clients are more likely to share their thoughts and views if they are made to feel comfortable. This way of doing things makes the feedback process more open and flexible, which lets customers and reps talk more often. This method could be used to get honest answers from people in a less tense setting. People often talk to strangers in public places like bars, restaurants, and shops. 16. Explain three communication techniques. Including the key features of each. Communication is the exchange of thoughts and information between two or more people. A message can be sent in three main ways:
Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
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Verbal communication- Meetings in person and calls are examples of verbal talks. People think of what they write as part of what they say. Non-verbal communication- Expressions on the face and body are examples of nonverbal communication. Some things you could do are smile, make and keep eye contact, and wave. Using your words, body language, and mood together to hide how you really feel. Visual communication- Things like logos, posters, maps, and graphs are all visual media that can be used for "visual communication." Moving and still photos and videos can also be used to get a point across. 17. Explain three types of communication equipment that can be used in customer service. Call centre software- Customers like that they can get live help by phone, chat, or any of the other ways that modern contact centre software makes possible. This way of doing things will help us meet your needs better. You might be able to much improve the quality of your customer service if you made it easy for people to contact you and promised a quick answer. Email and messaging software- It might be faster and save customers time to get answers to their questions and help requests if they use email and chat apps instead of waiting in line. If people can do a lot of things at once, this kind of technology could be very helpful. Businesses and their users can talk to each other quickly and privately through messaging apps like WhatsApp. They also make it easy to do these things in a professional and timely way. Customer support and survey software- Through tools like online polls and help desks, Facebook and other customer service platforms make it easier for businesses and customers to talk to each other. This technology could be used instead of or along with text boxes and real-
time conversation in the future. You can use Survey Monkey or another tool to find out what people like most about your site. Customers will be more loyal to your brand if you answer their questions and listen to their issues.
Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
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Assessment Task 1: Checklist Student’s n
ame: Did the student provide a sufficient and clear answer that addresses the suggested answer for the following? Completed successfully?
Comments Yes No Question 1
Student have shown the knowledge about strategies for enhancing a customer’s service. Question 2
Student provided benefits of enhanced customer service experiences. Question 3
Student has explained about principles of positive communication. Question 4
Student provided benefits of positive communication. Question 5
Student have shown very clear, concise, and complete understandings. Question 6
Student has explained conflict resolution techniques. Question 7
Student has explained feedback from staff and customers can be used to enhance customer service. Question 8
Student have shown very clear, concise, and complete understandings. Question 9a
Student described about professional service standards and protocols.
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
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Question 9b
Student described about attitudes and attributes. Question 9c
Student described about customer service needs and expectations. Question 9d
Student described about customer loyalty programs. Question 9e
Student described about customer databases essential features that the database should include. Question 10a
Student has explained response time is for providing services and resolving complaints. Question 10b
Student described customer service policies and procedures. Question 10c
Student described complaint handling policies and procedures. Question 10d
Student described about promotional services. Question 11a
Student has explained incorrect pricing or quotes. Question 11b
Student has explained delays or errors in providing products or services. Question 11c
Student has explained misunderstanding of customer requests. Question 11d
Student has explained escalated complaints or disputes. Question 11e
Student has explained other team members or suppliers not providing special requests.
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
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Question 11f
Student has explained misunderstandings or communication barriers. Question 11g
Student has explained unmet expectations of, or problems or faults with, a service or product. Question 12
Student have shown the knowledge about the topic. Question 13a
Student has explained Legal and regulatory requirements in relation to consumer law. Question 13b
Student has explained organisation compensation policy. Question 13c
Student has explained the employee’s authority to resolve the complaint. Question 13d
Student has explained Policies and procedures. Question 14a
Student described about modes of greeting, farewelling and conversation. Question 14b
Student described about body language and body gestures. Question 14c
Student described about formality of language. Question 14d
Student described about clothing expectations for customer service staff. Question 15a
Student has explained surveys. Question 15b
Student has explained interviews. Question 15c
Student has explained structured questioning.
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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Question 15d
Student has explained observation of customers. Question 15e
Student has explained casual discussion. Question 16
Student has explained communication techniques. Question 17
Student has explained communication equipment. Task outcome:
Satisfactory
Not satisfactory Assessor signature: Assessor name: Mohammed Alamgir Hossain
Date: 01/04/2024
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
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Assessment Task 2: Customer service project Information for students Tasks required for this unit This unit of competency requires that you:
identify customer requirements and provide professional and personalised customer service experiences to two different internal and two different external customers to meet requirements
apply effective communication techniques with the above internal and external customers, including at least one with special needs
provide above service to above customers in line with organisational customer service standards and within designated organisational response times. Instructions for how you will complete these requirements are included below.
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
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Activities Complete the following activities. Carefully read the following information. Blue Healer Resort and Spa is made up of five areas: food and beverage, wellness, meeting rooms, accommodation, and administration. Each area has its own full-
time manager. The restaurant is large enough to feed over 100 people three meals each day. There are four full-time kitchen staff, and the rest of the staff are hired on a casual basis to cater for functions and retreats. 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 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 and tourists 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 five staff workstations. 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. What do I need to demonstrate? During your practical assessments you will be required to demonstrate a range of the skills and knowledge that you have developed during your course. These include:
Provide a quality service experience o
Determine and confirm customer preferences, needs and expectations. o
Advise customers about appropriate products and services to meet their needs.
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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o
Anticipate customer preferences, needs and expectations throughout the service experience. o
Promptly provide products and services with professional and personalised service to meet individual preferences. o
Offer extras and add-ons and provide tailored and additional products and services. o
Check actioning of special requests before customer delivery. o
Liaise with team members and suppliers to ensure efficient service delivery. o
Share customer information with team members to ensure quality service.
Proactively respond to difficult service o
Identify problems with products and services and take immediate action to address before provision to customer. o
Anticipate delays in product and service provision and regularly update customer on expected outcomes. o
Advise customers of alternative products and services. o
Proactively compensate for service difficulty in line with own level of responsibility and organisational policy. o
Provide ongoing internal feedback on service issues and suggest improvements.
Develop customer relationships o
Provide personalised service to customers in a professional manner that builds repeat business. o
Provide tailored products and services based on customer profile. How will I provide evidence? Your assessor will provide you with templates to complete each task. You will find some detailed information about providing evidence; this will include;
an email to referral staff with updated Customer Record Sheet
attached
an email to first customer
an email to event meeting staff
a confirmation email to the first customer
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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a confirmation email to the second customer
follow up emails for the second customer
an email outlining delay to service provision
an email providing internal feedback on service issues. You will need to complete each activity and submit the required task at the end of each step completed. Tips for completing your activities
Read through this assessment and each task before you get started and make sure you understand what you need to do. If you are unsure, speak to your assessor and/or supervisor.
Stay up to date!
Stay in touch with your assessor. Ask questions, raise issues, check in, communicate.
Most importantly, ask for help if you are having trouble! 1. Prepare for the role-play. Read the case study information provided above, as well as the List of Services
that Blue Healer Resort and Spa provides to identify the services that may suit each customer. Read the Customer Service Policy and Procedures
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 role-play will be completed twice, once each 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. Your assessor will play the role of each customer and will telephone you. 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 provided to you which is part of the company’s procedures.
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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Your assessor will role-play each customer and advise you of the time and date for the assessment tasks. Blue Healer Resort and Spa –
List of Services Accommodation Standard twin or double room –
looks out over the lodge grounds and gardens $99 p/n Superior twin or double room –
From the rooms on the upper floors, you can see the grounds or the valley. $109 p/n Deluxe twin or double room - has views of the valley $129 p/n Luxury Suite –
it had a small kitchen, a sitting area, and a view of the gardens and grounds of the resort. $149 p/n Deluxe Suite –
Rooms on the upper floors that have kitchenettes, living areas, and views of the garden or valley. $179 p/n Grand deluxe suite - a couch, a small kitchen, and a window with a view of the valley $199 p/n Food and Beverage Tappers Restaurant is open 6am to 9pm daily. Breakfast is 6-9am hot and cold buffet Lunch is 11:30-2:30pm a la cart Dinner 5:30 –
9pm a la cart During business hours, you can get drinks, cakes, and snacks at any time. Wellness Naturopathic consultations: The first 60 minutes cost $120, and each extra 30 minutes cost $6. Massage Therapy –
You can get a therapeutic, sports, hot stone, or leisure massage. It costs $125 for an hour, $145 for 1.5 hours, $175 for 2 hours, and $195 for 3 hours. Facials therapy all 60 minutes –
Prices range from $235 for organic to $275 for anti-
aging to $275 for water. Body treatments –
A full body scrub costs $125 for 45 minutes, a mud wrap costs $195 for 90 minutes, and a seaweed wrap costs the same amount for 90 minutes.
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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Hand and foot treatments (both 60 minutes and $125) –
To take care of your feet and hands. It is possible to buy extra treatments for $30 each. Face peels, acupressure, foot massages, mini-treatments of the head and shoulders, and massages of the face, neck, and shoulders. Book four or more sessions and save 15%. Book three or more sessions and save 10%, and book two or more sessions and save 5%. Meeting Rooms Room 1 –
can accommodate 10 pax $100 p/h Room 2 –
can accommodate 20 pax $200 p/h Room 3 –
can accommodate 50 pax $500 p/h Room 4 –
can accommodate 30 pax $300 p/h There are no columns in the main hall, which can hold up to 100 people for a theater-
style show. Breakout rooms are also available for smaller groups. The client decides where to put each piece of furniture and what style to use. Everywhere you look, there is a screen. Each meeting room could have a modern data projector built into the ceiling, a wide-
format projection screen, or sound systems that can be changed with a mouse or a tablet computer. There will be an extra fee of $100 for this. There will always be an event manager on hand to help you with any problems you may have. Facilities Heated 50-meter infinity pool and spa 15-meter indoor pool Two indoor saunas, steam room and three spas Tennis court Gymnasium Mountain bike hire Bush walk guides Reading room and relaxation lounge
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
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24-hour Reception The front desk at the Blue Healer Resort and Spa is open 24 hours a day, seven days a week, so guests can always get the help they need. From 2:00 PM to 10:00 AM, the front desk is open. A late check-out or an early check-in is something that guests can ask for and will be given if it is possible. Concierge Services The Blue Healer Resort & Spa staff knows the area very well and can suggest great places to eat and visit. Ask them about the best places to see in the area as well. The helpful staff will do everything they can to meet your needs during your whole stay. Parking is completely free and only a few steps away from the entrance and Tappers Restaurant. It takes an extra $15 per night to have valet parking. In a safe place, out of sight. You might or might not be able to find a parking spot when you get there. You need to book ahead of time. Internet The computers next to the front desk let you connect to the Internet quickly and for free. Our Wi-Fi network lets you use your own laptop, smartphone, or tablet computer for free. It's available in your room and all over the main building. You can use the hotel's very fast Wi-Fi to connect to the internet for an extra fee. 2. Provide customer service over the telephone. Now participate in the two customer role-plays at the date and time specified by your assessor and complete the following activities noting that your assessor will role-
play the customers and each time will call you on yours or the RTO’s telephone. You will need to:
Answer call in accordance with company policy.
Listen to the customer’s enquiry to determine the exact nature of the request and ask further questions as required to assist in identifying customer’s needs
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
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Clearly and accurately explain services offered by Blue Healer Resort and Spa that may be suitable for the customer, offering extras and add-ons that may be appropriate.
Respond to questions and provide information to assist the customer in selecting the right option for them.
Identify information that you are unable to immediately provide to the customer and respond in accordance with the customer service policy and procedure. Demonstrate effective interpersonal skills including:
using a warm and friendly tone to build rapport
speaking clearly
asking questions clearly and concisely
clearly and accurately responding to questions
using active listening techniques. Ask for the custo
mer’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. After the telephone call, record all notes and comments about the phone call on the customer record sheet, including customer priority rating as per the customer service policy and procedure. You will finalise all the details in the customer record sheet in Task 3 below. Customer 1 (Jason) Me: Good morning! How can I help you? Customer: Hello there, I want to get in touch with a business teacher who can help me get better at keeping track of time, organising, and advertising. Me: Absolutely wonderful! You can find the page you're looking for. Hi, sir. Thanks for sitting there. Customer: My name is Jason Smith and I'm a customer. Me: This is Jason. You can call me that. How about I ask, what do you really do for
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
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a living? Customer: Since its start in 2010, my business has mostly been about building electricity systems. Because I have a lot going on, I can only teach online for a short time once a week. ME: Taking the time to learn from an experienced online teacher might be helpful. I've learned what makes each business unique by working with and giving help to a wide range of them. The Australian Biz Coaches have made a course that offers basic business management skills at a low cost. Don't have much time but still want to get the most out of this session? You can sign up for an eight-week online group teaching course. Every week, the work can be done in as little as an hour, and it is done in a fun and interesting online setting. Customer I don't have a lot of money right now, so I was hoping you could give me a deal. Me: I think the $13,000 was well spent because I know how hard it is for companies and I put a lot of value on efficiency. The first thing you need to do to be successful in business is to set clear goals that can be measured.
Keys to Corporate Achievement
Avoid doing things the wrong way.
Improve Interdepartmental Contacts
How important word-of-mouth advertising is
Organizational Goal: Maximize Profits
Providing more spare time
Attracting and retaining a skilled staff
Getting new leads is a cheap way to boost sales.
Convening as a team
Managing a team effectively.
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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Customer: That's enough. Many thanks for telling me about it. Me: Don't stress out. When do you want to start coaching? Costumer 2 (Samiya) Me: It's morning. I hope you felt good when you woke up. Customer: Don't stress out. When would you like to begin coaching? Me: Good morning, everyone! I'm ready to go now. Thank you very much for being kind and generous. How about now? What's going on? Customer: Our online store is now open and has lots of one-of-a-kind craft items. Me: Please tell me your name and what you do for a living. Customer: I, Samiya Santos, am the only person who owns and runs this business. Me: I really appreciate your help. Please tell me as much as you can about your quest so I can help you better. Customer: Fearful that I won't be able to understand my next private lessons because English isn't my first language. Me: I begged my worried mind to calm down. When we give service ideas and answers, they are always right on, complete, easy to understand, and depend on. Customer: Good. With thanks. Feel free to get in touch with me. What do you think I should do to finally reach my goals? Me: It seems like you've already decided how you're going to carry out this task. You might be able to figure out where your company's resources are most needed by holding an emergency meeting. Customer: That kind of good news always makes my day better. When I have time off, I like to think about how I can get better at marketing, especially when it comes to social media. Me: Planning meetings for businesses are good for their clients because they help businesses grow and improve. For as little as two hours, we can help you make a
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
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business plan. Customer: Okay, I can see your point. Me: So that I can help you better, please give me your full name, the name of your company, your phone number, and your email address. Customer: I'll believe what you say. I'm very proud to run my own business, Samiya Designs. Feel free to call me at 0403345532 or email me at samiyas@samilyadsigns.com.au if you have any questions or comments about my business. Me: I have a lot of respect for you, ma'am. Plans for tonight's dinner will be set when I call you at 4 o'clock. You'll be the first thing I do today. 3. Update the customer record sheet with the details of the potential customers. Use the Customer Record Sheet Template
to record these. Save the file as Customer Record Sheet. 4. Send an email regarding referral information. The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. Follow up the customer’s requests for information that you were unable to answer by asking the relevant staff to clarify the requested information. Attach your updated Customer Record Sheet to the email. To The assessor, Regarding discount Account team regarding discount Dear Sir, In a Letter to the Chairman,
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
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I hope that today brings you happiness and pleasure. Jason Smith, a teacher from Aztec Electric, will be here soon to lead a class. I'm excited to let you know this. The man asked if there were any deals and said he was interested in both our newest book and the event we are co-hosting. Send me a bill and let me know if there are any discounts I can get. I might try to get in touch with him again at that time. You can count on me to answer as soon as I can. I really appreciate your help. Regards, Head team coach 5. Send an email to Jason (your Assessor). When you have received a reply from the Accounts team, write to the first customer with the offer that has been proposed. List general prices for the meeting room, accommodation, cost for the function and meals to Jason. You need to confirm if Jason would like to book. The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. To The Jason, Regarding discount Hello Jason, The talk we had on the phone was both interesting and helpful. The Business Solutions online group coaching course from Aus. Biz Coaching was a success thanks to all the work you put in. Use a discount account we have to see if we can bring your total down from $1754 to $1578.6. Payment for the bill I send you can be made through PayPal or a major credit card. We have taken care of everything for your meeting with a professional business guide. After reading how great our classes are, I really hope you'll decide to join. Don't be shy about making a reservation if you want a seat at the table. Ask us anything you want, don't be afraid to get in touch. Regards,
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
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Please read the case study scenario. Your answer is not relevant to the case study. 6. Prepare for the Event Meeting role-play. Organise a meeting for the staff that would be required to meet the customer’s needs. You will need to meet with the:
Event Coordinator
Front office Manager
Restaurant Manager
Head Chef
Maintenance Manger The meeting should express the client’s requirements and special needs.
In a few days, the party will happen. We've decided on a place to meet and leave. The plan will be sent out in a lot of different ways, such as via email and social media. 7. Event Meeting role-play. Begin the meeting by welcoming the participants and giving a summary of the client’s needs and any special requests. For the purpose of this assessment t
he roles of:
the Event Coordinator
the Front office Manager
the Restaurant Manager
the Head Chef
the Maintenance Manager Will be played by your fellow students and your Assessor. The next step is to establish each person’s role in the conference and what t
hey are required to achieve.
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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Also, be aware that the other students at the meeting will be conducting a meeting on the same topic within a short time of you conducting yours. During the meeting, you are required to demonstrate effective communication skills including:
using a warm and friendly tone to build rapport
speaking clearly
asking questions clearly and concisely
clearly and accurately responding to questions
use active listening techniques. People played different parts in a short role-playing game where they had to meet the wants of made-up customers. Me: good morning, everyone Event Coordinator: good morning Front office Manager: good morning Restaurant Manager: good morning Head Chef: good morning Maintenance Manager: good morning Me: I hope everything is okay with you. The goal of today's meeting is to makea plan for providing the services our buyers want. First, you need to get in touch with the owner. You should think about the problems that could happen if you try to meet the wants of all of your customers. Event co-ordinator: Being careless with the event's money was the worst part. Because of this, it might be hard to be careful with money. ME: You were told to get things in order. Officer in front: Customer service has always been great for me. Manager of a restaurant: There is a big problem for restaurant managers who want to get their employees to regularly go above and beyond what is expected of them. Because of this, it is very important to back programmes that teach cooks how to keep their food's quality and character. Head chef: It doesn't worry me too much. maintenance Manager: I agree, but I believe it'stime to find other sources.
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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Me: ok. Our group will be the ones to talk to the government about this. After that, we'll tell you how to fix it and what to do next. This is the end of your time here. Event Coordinator: ok then have a good day Front office Manager: ok then have a good day Restaurant Manager: ok sure bye sir. Head Chef: ok then have a good day Maintenance Manager: ok then have a good day 8. Email to staff. Email all of the staff that attended the Event Meeting to confirm the outcomes of the meeting. The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. The email should clearly state the client’s details.
The Staffs Subject: providing the clients details Dear all The meeting is over, just wanted to let you know. You know what to say to a customer when you don't like their emails and how to give them what they need. The client's information must be in the email area. I need to hear from you once you're done putting the client's information. When you have time, please write back to me. Again, thank you very much and have a great day! Kind regards 9. Send an email to Jason (your Assessor). When you have received a reply from the staff that attended the meeting to confirm the customer’s bookings, write to the first customer with a confirmation email and information on his point of contact. 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.
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
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This email should be sent within the guidelines as set out in the Customer Service Policy and Procedures. To The Jason, Regarding discount Hello Jason, I'm writing to let you know that you have been given a second, quieter room at the hotel. When they get there, flowers and treats will be waiting for them. Pay close attention to what is being said. Regards, 10. Send an email to Jennifer (your Assessor). When you have received a reply from the Spa Manager, write to the second customer with their response. 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. Let Jennifer know that the Spa will contact her directly to discuss spa treatments and availability. This email should be sent within the guidelines as set out in the Customer Service Policy and Procedures. To The Jennifer, Subject: regarding to the second costumer Dear sir/ma’am
In this letter, I want to let you know that I'd like to talk to you soon. On a different page of this email, we list the prices of our services. The spa will get in touch with you to set up times for services and bookings. Thanks, and have a nice day. Best regards. 11. Send an email to Reception (your Assessor).
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
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Email reception to confirm that the second customer’s booking will be in a quiet area of the accommodation and that a box of chocolates and roses will be placed in the room before check-in. The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. To The reception Subject: content for the booking Dea
r sir/ma’am I am writing to let you know that you have been given a different room in the hotel that is in a quiet area. There will be a box of candies and a flower arrangement waiting for them. Pay close attention to the ideas. Best regards. 12. Send an email to the Spa (your Assessor). Email the spa to confirm that customer 2 is booked for treatments. The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. To The Spa, Subject: content for the booking Dear sir/ma’am I'm sorry that the proof of Guest #2's spa reservation took so long to come through. Thanks so much, and I hope you have a great day. Kind regards 13. Send an email to Jennifer (your Assessor). The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. Inform the customer of the problems with the services as set out in the return email from the Spa. Advise the customer about the alternative services that are being offered.
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
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Also, suggest a way that the company can compensate the customer for the service difficulty. To Jennifer Regarding session May I ask how you're doing today? Our expert is unfortunately fully booked until next month. He will be under your care from the start of next month. If you need to talk to an expert in the field, we can put you in touch with someone who speaks English as their first language. Although we pay for Lexis, you are free to look through the books in our library that are related to the topic if that is more your speed. I'm going to keep going with the idea that you understand
. Regards, Answer is not relevant to the question.
14. Send an email to the Spa (your Assessor). The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. The objective of the email is to provide internal feedback on service issues and suggest improvements to the system. To The Spa, Internal feedback on service issues Dear Sir, Would you mind telling me how you're doing today? Because of problems with technology, we can't use our method for keeping records right now. If advisors could be reached at all times and give time sheets, they would be much more useful to the process and their clients. It would be very helpful to find experts who could also speak a language other than English. Please don't be shy about getting in touch if you need help. Regards,
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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Assessment Task 2: Checklist Student’s name:
Has the following been completed? Completed successfully?
Comments Yes No The student has answered the telephone according to company procedures. The student has assisted customers to determine their preferences, needs and expectations. The student has provided advice to customers about products and services to meet their needs. During the phone call, the student has used effective interpersonal skills. The student has recognised the need to refer enquiries to others. The student has correctly recorded customer details in the customer record sheet. The student has provided products and services with professional and personalised service that will meet individual preferences. The student has shared information with the team to ensure quality service. The student has provided products and services with professional and
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
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personalised service that will meet individual preferences. The student has offered extras/add-ons tailored to the customer’s needs
. The student has responded to potential customers within the guidelines as set out in the Customer Service Policy and Procedures. The student has checked actioning of the customer’s special requests
. The student has liaised with team members to ensure efficient service delivery. The student has shared customer information with team members to ensure that quality service is provided. The student has identified problems with providing the services and address these before provision to the customer. The student has anticipated delays in product and service provision and updated the customer on expected outcome. The student has advised customer of alternative products and services. The student has proactively compensated for service difficulty in line with own level of responsibility. The student has provided internal feedback on service issues and suggest improvements.
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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Task outcome:
Satisfactory
Not satisfactory Assessor signature: Assessor name: Mohammed Alamgir Hossain Date: 01/04/2024
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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Assessment Task 3: Customer complaints resolution project Information for students Tasks required for this unit This unit of competency requires that you:
apply procedures to respond to and resolve three different customer complaints according to organisational policies and procedures
provide above service to above customers in line with organisational customer service standards and within designated organisational response times. Instructions for how you will complete these requirements are included below.
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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Activities Complete the following activities. Carefully read the following information. This assessment task requires you to handle a customer complaint in the role of Customer Service Manager for Blue Healer Resort and Spa. You will need to thoroughly review the following company documents before you commence this task to ensure you understand and can apply procedures that must be followed and how to respond to customer complaints.
Complaint Acknowledgement Letter Template
Complaint and Refund Policies and Procedures
Complaint Email
Complaint Outcome Letter Template
Complaints Register Template
Refund Policy
. What do I need to demonstrate? During your practical assessments you will be required to demonstrate a range of the skills and knowledge that you have developed during your course. These include:
Resolve customer complaints. o
Use questioning techniques to establish and agree on nature, possible cause, and details of the complaint. o
Assess impact of complaint on customer. o
Take responsibility for resolving complaints in a professional manner and using communication techniques to assist in their management. o
Determine options to resolve complaints and promptly analyse and decide on optimal solutions, taking organisational constraints into account. o
Act swiftly to resolve complaints and prevent escalation, in consultation with customer and to customer satisfaction. o
Turn complaints into opportunities to demonstrate high quality customer service.
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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o
Provide internal feedback on customer complaints and feedback and required follow-up in order to avoid future occurrence. o
Review and evaluate complaints and solutions to enhance response to future issues. How will I provide evidence? Your assessor will provide you with templates to complete each task. You will find some detailed information about providing evidence; this will include;
an email with the following attachments: o
a Complaint Acknowledgement Letter
o
a Customer Complaint Outcome Letter
o
an updated Complaints Register
. You will need to complete each activity and submit the required documents at the end of each step completed. Tips for completing your activities
Read through this assessment and each task before you get started and make sure you understand what you need to do. If you are unsure, speak to your assessor and/or supervisor.
Stay up to date!
Stay in touch with your assessor. Ask questions, raise issues, check in, communicate. Most importantly, ask for help if you are having trouble! 1. Handle customer complaint 1. The customer (your Assessor) will call you complaining about the conference that was held at the resort. You will need to:
Answer the telephone in accordance with company policy.
Respond to the customer in accordance with the company’s complaint handling policy and procedure.
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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Use questioning techniques to establish and agree on the nature, possible cause, and details of the complaint.
Assess the complaint’s impact on the customer.
Log the details of the complaint in the complaint register (once you have completed the first three activities in this task, you will send the completed register to your assessor).
Calmly advise the customer that the complaint will be recorded and actioned as per the company’s policy. Briefly explain the company policy.
Me (Customer Service and Events Manager):
I'm in charge of both events and client service at Aus. Biz Coach. Your message was read and takeninto account. How can we be of service? Customer (Assessor):
I am responsible for both planning events and talking to customers. It was possible to receive your whole email. How can we be of service? Me:
We're truly sorry if this has caused you any problems. I'm sorry what happened to you and your business. We need your full name and the name of your company before we can go on with this chat. Customer 1: I was given the name Smith because it was the most popular choice at the time. It's up to me to plan and carry out Nature Care Company Limited's long-term growth strategy. Me: We'll get back to you as soon as possible with some ideas on what to do next. Thanks for waiting while we work to make the service better. Customer 1:
I'm glad you guys were able to get things fixed so fast. Me: This means I think you should ease up for a while. We give each and every customer our full attention and our best efforts. This is the reason we'd like you to help us plan for training projects. Customer 1: Noted. Me Have a blessed day ahead. Answer is not relevant to the case study.
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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2. Handle customer complaint 2. The customer will role-play complaining about the noise of their neighbours in the next room. For the purpose of this role-play the customer will be a fellow student. The customer will need to provide their details and their room number (22). You will need to:
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 the customer.
Log the details of the complaint in the complaint register (once you have completed the first three activities in this task, you will send the completed register to your assessor).
Calmly advise the customer that the complaint will be recorded and provide the customer with a solution to the complaint. Roleplay Me: hello sir, how are you? Costumer 2:
I'm fine. What is this thing used for? Me: I'm sorry, sir, it was too much. Please list all of the services and facilities for me. Costumer 2: A loud party is going on next door, and music is being played from a portable radio system. Me: We're sorry if we upset you, sir. We're going to call the hotel now. Costumer 2: ok thank you for your services. Me: our pleasure 3. Handle customer complaint 3. A customer (your Assessor) has emailed a complaint. You will need to:
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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Respond to the customer in accordance with the company’s complaint 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
Log the details of the complaint in the complaint register (once you have completed the first three activities in this task, you will send the completed register to your assessor).
Advise the customer that the complaint will be recorded and actioned as per the company’s policy. Briefly explain the company policy and provide alternativ
e resolutions and compensation. It should be reply email to customer about complaint.
Submit your completed Complaints Register to your Assessor. Blue Healer Resort and Spa –
Complaints Register Template Date of compl
aint
Complai
nant name
Person responsi
ble
Descrip
tion of complai
nt
Cause
Resolut
ion
Comme
nts
Systemic improve
ment required 18/04/2
1 James Simms Administr
ative officer Banksto
wn Avenue didn't have many events on April 18, 2021. The thin
gs he said wer
e wea
k and emp
ty. an addition
al free worksho
p It's possible that the issue will be resolve
d today. Be kind and respectful to everyone who signs up for your next training. This should not
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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The peo
ple who run the WIF
I syst
em hav
e a goo
d idea of wha
t's goin
g on. . happen often, so you should do somethin
g about it. 4. Acknowledge complaints. Following the phone call, face to face and email complaints, you are required to action and resolve the complaints as set out in the company’s complaint policy or action within your role and responsibilities. Use the Complaint Acknowledgement Letter Template to guide your writing of the three letters to each customer. SITXCCS015 Complaint Acknowle
Not relevant with the case study and role play.
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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5. Inform customers of the outcome of the complaint. For customer 1, you are advised that you may not refund the customer’s money on the function meals but that you will not charge for the meeting room. For customer 2, you will inform the customer that you have spoken to the noisy neighbours and explained the noise policy. You should also apologise for the inconvenience of having to move rooms. Confirm that the new room is to their liking. For customer 3, you will inform them that meal vouchers and a room upgrade will be provided for their next stay as compensation. Write formal letters advising the customers of the outcome of the complaint. Use the Complaint Outcome Letter Template to guide your work. This letter is an opportunity to demonstrate high quality customer service, so write the letter with this as a goal. SITXCCS015 Complaint Outcome
Not relevant with the case study and role play.
6. Update the Complaints Register. Include as much detail as you can in the register. Blue Healer Resort and Spa –
Complaints Register Template Date of compl
aint
Complai
nant name
Person responsi
ble
Descrip
tion of compla
int
Caus
e
Resolu
tion
Comm
ents
Systemi
c improve
ment required
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
Version V1.0/ Oct 2022 Page 55
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18/04/
21 James Simms Administr
ative officer Banksto
wn Avenue didn't have many events on April 18, 2021. The thin
gs he sai
d wer
e we
ak and em
pty. The peo
ple wh
o run the WI
FI syst
em hav
e a goo
d ide
a of wh
at's goi
ng on. . an addition
al free worksh
op It's possibl
e that the issue will be resolve
d today. Be kind and respectfu
l to everyone who signs up for your next training. This should not happen often, so you should do somethin
g about it. It should be three (3) customer records about complaint.
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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7. Send an email to the Managing Director (your assessor). The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should introduce and summarise the contents of the attachments. The email text should also give the nature, possible cause, and details of the complaints, as well as the impact that they have had on the customer
. It should also endeavour to describe how such complaints could be avoided in the future and recommend solutions to resolve the issues. Describe how the solutions offered to the customer could be used as opportunities to demonstrate high quality customer service to them. Attach the following to the email:
Complaint acknowledgement letter
Customer Complaint Outcome Letter
Updated Complaints Register To: The managing Director, Subject: Record of complaints updated together with letters accepting complaints and customer complaints. Dear Sir, I hope these words bring you comfort and joy. A person in the public recently gave our online teaching business a bad review. Because many workers had to cut short their training because of tech problems, they were hurting the company more than they helped it, he said. The right ways to handle issues were used in this case. Our answer to the customer was sent within the three-day deadline set by our bosses. We'll have to think of new ways to keep our staff happy in the long run. There should be all the information you need about how to settle a disagreement on these forms. Regards. Not relevant with the case study and role play.
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
Version V1.0/ Oct 2022 Page 57
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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Assessment Task 3: Checklist Student’s name:
Has the following been completed? Completed successfully?
Comments Yes No Respond to and resolve customer 1 complaint. The student has used questioning techniques to establish and agree on nature, possible cause, and details of the complaint. The student has acted swiftly to resolve complaints and prevent escalation in consultation with customer. The student has determined options to resolve complaints and decide on optimal solutions, taking organisational constraints into account. The student has taken responsibility for resolving complaints in a professional manner. The student has resolved complaints using appropriate communication techniques. The student has provided internal feedback on customer complaints and feedback. The student has provided the required follow-up in order to avoid future occurrence of the complaint.
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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The student has reviewed and evaluated complaints and solutions to enhance the organisation’s response to similar issues in the future. The student has assessed the complaint’s impact on the customer
. The student has turned complaints into opportunities to demonstrate the organisation’s high
-quality customer service. Respond to and resolve customer 2 complaint. The student has used questioning techniques to establish and agree on nature, possible cause, and details of the complaint. The student has acted swiftly to resolve complaints and prevent escalation in consultation with customer. The student has determined options to resolve complaints and decided on optimal solutions, taking organisational constraints into account. The student has taken responsibility for resolving complaints in a professional manner. The student has resolved complaints using appropriate communication techniques. The student has provided internal feedback on customer complaints and feedback.
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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The student has provided the required follow-up in order to avoid future occurrence of the complaint. The student has reviewed and evaluated complaints and solutions to enhance the organisation’s response to simi
lar issues in the future. The student has assessed the complaint’s impact on the customer
. The student has turned complaints into opportunities to demonstrate the organisation’s high
-quality customer service. Respond to and resolve customer 3 complaint. The student has acted swiftly to resolve complaints and prevent escalation in consultation with customer. The student has determined options to resolve complaints and decided on optimal solutions, taking organisational constraints into account. The student has taken responsibility for resolving complaints in a professional manner. The student has resolved complaints using appropriate communication techniques. The student has provided internal feedback on customer complaints and feedback.
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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The student has provided the required follow-up in order to avoid future occurrence of the complaint. The student has reviewed and evaluated complaints and solutions to enhance the organisation’s response to similar issues in the future. The student has assessed the complaint’s impact on the customer
. The student has turned complaints into opportunities to demonstrate the organisation’s high
-quality customer service. Task outcome:
Satisfactory
Not satisfactory Assessor signature: Assessor name: Mohammed Alamgir Hossain Date: 01/04/2024
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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Assessment Task 4: Customer service report Information for students Tasks required for this unit This unit of competency requires that you:
seek formal and informal feedback from customers on quality of service. Instructions for how you will complete these requirements are included below.
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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Activities Complete the following activities. Carefully read the following information. It is almost two months since both Jennifer and Jason stayed with the resort Review the Customer Service Policy and Procedures to determine how you should undertake the regular customer satisfaction review. What do I need to demonstrate? During your practical assessments you will be required to demonstrate a range of the skills and knowledge that you have developed during your course. These include:
Develop customer relationships. o
Promote repeat business by offering promotional services according to individual empowerment and organisational policy. o
Maintain customer profiles to enhance service delivery. o
Provide personalised service to customers in a professional manner that builds repeat business. How will I provide evidence? Your assessor will provide you with templates to complete each task. You will find some detailed information about providing evidence; this will include;
emails asking for feedback
an email with the following attached: o
Completed Feedback Register o
Customer Service Report o
two emails promoting repeat business to each customer. You will need to complete each activity and submit the required task at the end of each step completed. Tips for completing your activities
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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Read through this assessment and each task before you get started and make sure you understand what you need to do. If you are unsure, speak to your assessor and/or supervisor.
Stay up to date!
Stay in touch with your assessor. Ask questions, raise issues, check in, communicate. Most importantly, ask for help if you are having trouble! 1. Seek customer feedback. Develop an email that could be sent to customers seeking feedback about their experience with Blue Healer Resort and Spa
. To The customer Subject: Seeking the feedback Dear Sir/ma’am I wanted to send you a quick email to find out what you thought about how the course was taught. Please feel free to ask me about anything. Once again, thank you for your feedback and suggestions. Please know that we are fully responsible for any issues that may have arisen because of our service. Best regards. 2. Send an email to Jason (your assessor). The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should seek feedback about Jason’s experience with Blue Healer Resort and Spa
. Your assessor will respond to you in the role of Jason. To The Jason
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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Subject: Seeking the feedback Dear Sir/ma’am To answer this letter, I'd appreciate it if you could let me know what you think about the educational parts of our course
. I'll tell you what I know to be true if you really want to know the truth. Thanks for all the help and advice you've given us over the years. Best regards. 3. Send an email to Jennifer (your assessor). The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should seek fee
dback about Jennifer’s experience with Blue Healer Resort and Spa. Your assessor will respond to you in the role of Jennifer. To The Jennifer, Subject: seeking feedback Dear mam, Due to our busy schedule, I'd like to know what you think about the training we've been giving so far. What do you think about the shared learning experience? Best regards. 4. Update the Feedback Register. Enter the information that you receive back from the customers into the feedback register. Include follow up actions required to enhance service delivery in the future. The Feedback Register already includes feedback from customers collected over the first quarter of the financial year.
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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5. Develop a customer service report. For this part of the assessment task, you are required to develop a customer services report identifying and recommending ways to improve service delivery based on your evaluation of the company’s feedback register. First of all, review your completed feedback register from activity 1. Then develop a report that includes:
The purpose of the report and number of complaints and feedback during the specified period
An analysis of feedback and complaints with regard to service delivery and provision of products and services
Outline of potential solutions to address feedback and complaints. Use the Customer Service Report Template to guide your work. Your report must be clearly written and address all of the required content as stated above. When you have finished writing your report, proofread it thoroughly. Blue Healer Resort and Spa –
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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Customer Service Report Template Introduction Include the purpose of report. Include number of complaints and feedback on which the report is based and time period. The staff at Hotel Bridge made this report after getting five compliments and six complaints from customers. This was done so that they could better meet their customers' wants. This page has a comment form that can be used from June 12, 2020, to December 28, 2020. Analysis of feedback Provide an analysis of feedback and complaints. Identify key themes and issues. Long Time of Waiting Three people had said they didn't like how quickly they were helped, so I was called in to look into it. The customer service staff is truly sorry for the wait, but they are currently fully booked. Someone might not do their job, or there might not be enough people to go around. One person who didn't like them said it would be a waste of money to see them live. An unhappy customer said there wasn't enough food for everyone at lunch. One upset customer told no one in particular how upset they were that they hadn't gotten the promised savings. The cashier should have checked again to make sure the sale price was correct before taking the customer's money. The food could be better. There is no information about whether a food is good for vegans and vegetarians or if it has gluten in it. Potential actions to address Provide an outline of potential actions. •
You should talk about it at the next team meeting. •
To get the most for your money, sign up for as many magazine packs as you can.
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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•
Make sure that IT fixes the issues with the network and hire more managers to help run the business. •
You should keep an eye on how big the IT department gets. It is very important that you follow this path. Complaints | Possible responses: •
The first thing that needs to be done to make things right is to say sorry to the customer and claim fault. •
Read the training paper and the directions on how to present it again.
6. Send an email to the Managing Director (your assessor). The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should introduce and summarise the contents of the attachments. Summarise the customer complaints and feedback and describe what follow-up is required to ensure that its reoccurrence can be avoided in the future. Attach your feedback register and customer service report to the email. To The managing director. Subject: introduction and summarization of the content D
ear sir/ma’am After the customer asked questions and gave me some thoughts, I wrote down what I knew to fill them in. Not listening to the suggestions will make things worse. best regards. 7. Send an email to Jason (your assessor). The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should promote repeat business by offering the services described by the Managing Director
. To
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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The Jason. Subject: promoting the repeat business Dear si
r/ma’am I'm writing to give you some ideas that your business might find useful. Let me know if there is anything else I need to know to fully understand the results of the customer poll. Best regards. 8. Send an email to Jennifer (your assessor). The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should promote repeat business by offering the services described by the Managing Director. To The Jennifer, Subject: repeating the business offering services Dear ma’am/sir
As our ad campaign comes to an end, I was hoping you had some ideas for how we could get our name in front of more people and/or sell different kinds of things. People have told the business that they should spend money on online ads. Tell me what you think about how helpful my ideas were
. Thank you Kind regards.
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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Assessment Task 4: Checklist Student’s name:
Has the following been completed? Completed successfully?
Comments Yes No The student has provided internal feedback on customer feedback and required follow up. The student has promoted repeat business by offering promotional services as set out by the Managing Director. The student has maintained customer profiles to enhance service delivery. The student has provided personalised service to customers in a manner that builds repeat business. Task outcome:
Satisfactory
Not satisfactory Assessor signature: Assessor name: Mohammed Alamgir Hossain Date: 01/04/2024
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
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Doc. Name : Title Student Overall Assessment Record Sheet Qualification Code: Title
SIT40521 Certificate IV in Kitchen Management
Unit Code: Title
SITHCCC027 Prepare Dishes Using Basic Methods of Cookery
Student Name Ushant Bhandari Student ID AHI3001814
Term and year 1
St
term/2023 Date 11/28/2023 Assessment Items
Result S = Satisfactory, NYS = Not Yet Satisfactory, DNS = Did Not Submit C = Competent, NYC = Not Yet Competent Assessment 1 Knowledge Questions S NYS DNS Assessment 2 Customer service project S NYS DNS Assessment 3 Customer complaints resolution project S NYS DNS Assessment 4 Customer service report S NYS DNS Final Assessment Result for this unit C NYC Student Declaration:
I declare that the work submitted is my own, and has not been copied or plagiarised from any person or source.
Signature : Date : 2023/11/28 Feedback to Student: Student Declaration:
I declare that I have been assessed in this unit, and I have been advised of my result. I also am aware of my appeal rights. Signature : Assessor Declaration: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback.
Signature :
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Australian Harbour International College RTO ID: 41338 CRICOS Provider Code: 03449J ABN: 74 603 036 102 T: 02 9268 0085 E: admissions@ahic.edu.au W: www.ahic.edu.au A: Level 4, 114-120 Castlereagh Street Sydney NSW 2000 Australia
Australian Harbour International College, 114-120 Castlereagh Street, Sydney NSW 2000, Australia |RTO NO: 41338 | CRICOS Provider Code: 03449J SITXCCS015 Enhance customer service experiences
Version V1.0/ Oct 2022 Page 72
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Date : 2023/11/28 Date : 01/04/2024
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