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Document: ASSESSMENT 1 SITXCCS008 Develop and manage quality customer service practices RTO # 41380 | CRICOS # 03632K |Version: 1.1 | Page 2 of 13 • Questioning customers Methods of implementing quality service provision: • Developing, implementing and monitoring customer service policies and procedures • Involving staff in the development of customer service practices • Evaluating staff and customer feedback Methods of assessing the effectiveness of customer service practices: • Examining overall business performance • Monitoring the ongoing effectiveness of: • Staff in meeting customer service standards • Policies and procedures in explaining practices • Reviewing numbers and nature of: • Complaints • Disputes • Responses of customers • Reviewing customer satisfaction survey statistics  Yes  No Methods of obtaining feedback from customers: • Customer service discussions with employees during the course of each business day • Discussions with customers • Formal customer interviews • Regular staff meetings that involve service discussions • Seeking staff suggestions for content of customer service policies and procedures • Surveys of internal customers, external customers and staff • Improvements suggested by: • Customers involved in complaints or disputes • Suppliers • Staff, supervisors and managers  Yes  No Industry schemes, accreditation schemes and codes of conduct aimed at improving customer service  Yes  No Areas where organisational policies and procedures assist in ensuring quality customer service: • Acknowledging and greeting customers • Complaint and dispute management • Authority for different level personnel to resolve complaints, disputes, service issues and customer compensation • Loyalty programs • Presentation standards for customer environment and customer service personnel • Pricing and service guarantees • Product quality • Refunds and cancellation fees • Response times • Staff training for: • Customer service • Technical skills  Yes  No

Document: ASSESSMENT 1 SITXCCS008 Develop and manage quality customer service practices RTO # 41380 | CRICOS # 03632K |Version: 1.1 | Page 5 of 13 Demographic segmentation Geographic segmentation Psychographic segmentation Behavioural segmentation ASSESSMENT 1 – Questioning Answer the following questions 1. Explain how informal and formal research can be used to develop quality customer service. Provide an example for each research method. Formal research enables a company to collect information on different types of customers in an orderly manner through highly organised actions, then compare the data, integrate and analyse all the information collected from it, and obtain objective data to determine how your customers feel about your brand and product. Develop improvement methods to enable the company to continuously improve. For example, the company makes a questionnaire to survey 50 to 100 customers, which is an example of formal research.  Informal research can be used to gather information and market intelligence anytime, anywhere. For example, a relaxed face-to-face conversation between front-line staffs and customers can maintain a good relationship between them, and also develop high-quality customer service through informally collected data. 2. Why is it important to have an understanding of your competition in order to plan for quality customer service? By understanding and analysing the marketing methods your competition, you can have a deeper understanding of your company's products and services, and make better plans to stand out for offering the best and different, or value for money does to customers 3. When developing market knowledge, it is essential to have an awareness of how the market is divided. Explain each of the following segments of the market. Provide examples of how each segment can influence customer choices and trends. Demographic segmentation - By: Age, Gender, Income, Culture, Family Type. Different types of people have different preferences, considerations and choices - e. g. High-income people will choose to enjoy dinner in fine-dining restaurants. Low-income people will choose fast food shop  Geographic segmentation - By: Country, State, City, Town, Suburb - e. g. Most people choose to do daily shopping within 3 kilometres of their residence for convenience  Psychographic segmentation - By: Lifestyle, Social Group, Shared Values - e. g. younger people often travel and stay in places that are full of nightlife and prefer an activity-filled schedule. They will choose to organised by themselves rather than follow the tour group.  Behavioural segmentation - By: Common or shared Attitudes or Behaviours - e. g. Business travellers have limited time only focus on completing their business tasks as quickly and efficiently as possible. They may only require spacious and comfortable accommodations rather than leisure activities,

Document: ASSESSMENT 1 SITXCCS008 Develop and manage quality customer service practices RTO # 41380 | CRICOS # 03632K |Version: 1.1 | Page 8 of 13 Tourism certification: Many industries will use certification processes to improve standards by encouraging best industry practices. A good example of a quality assurance system implemented within the tourism industry is a nationally recognised certification program.  Restaurant ratings: with restaurants, various rating standards apply. Overseas, Michelin and Gault and Millau ratings are popular. They assign from 1-3 stars or 1-5 hats depending on the level of service and food. Customers can choose what service suits them.

Document: ASSESSMENT 1 SITXCCS008 Develop and manage quality customer service practices RTO # 41380 | CRICOS # 03632K |Version: 1.1 | Page 11 of 13 avoid more serious mistakes later. Also, clearly define the change and align it to business goals which are to correct any issues quickly as well as provide more professional customer service. 22. You are reviewing feedback received from customers. List 4 aspects you will review and what this would involve evaluating responses critically. Analyse all feedback Analyse all feedback, some feedback may give not important details, but some feedback contains information that could be a major breakthrough for your business.  Whether the staff's service level is reached or not. Knowing whether the staff's service level is up to or not can enable the company to review its own management procedures for shortcomings. It helps to improve your existing level of customer service.  Whether the staff's service level is reached or not. Knowing whether the staff's service level is up to or not can enable the company to review its own management procedures for shortcomings. It helps to improve your existing level of customer service.  Consolidate results and determine a plan of action Once you have sorted through and understand the feedback results it is time to put together a feasible and effective plan of action to address any issues 23. While you are working a shift, you witness an employee get into an argument with a customer regarding a delay in service. You record the incident and notice that there has recently been an increasing number of disputes between staff members and customers. What would this indicate to you in terms of processes in place and processes potentially lacking? Live Chat (Regular front-line contact) Live chat is one of the most popular ways of getting feedback from your customers. It is simple and easily accessible.  Social Channels such as Facebook, Email, etc. Probably the most popular channel for finding out about customer feedback is social media.  Feedback Boxes, Polls And Surveys (Unconditional service guarantees by encouraging the customer to speak up) Creating polls and surveys is one of the easiest ways to receive customer feedback. Customers are constantly thinking of ways that the business could be better. Maybe parts of your site don't quite give them what they're looking for.  Mystery Service Audits This involves having people pose as customers in order to anonymously evaluate the customer service 24. In order to improve the quality of customer service delivered by a business, the existing level of service must be determined. List 4 ways of obtaining customer feedback about your level of service: Live Chat (Regular front-line contact) Live chat is one of the most popular ways of getting feedback from your customers. It is simple and easily accessible.  Social Channels such as Facebook, Email, etc. Probably the most popular channel for finding out about customer feedback is social media.  Feedback Boxes, Polls And Surveys (Unconditional service guarantees by encouraging the customer to speak up) Creating polls and surveys is one of the easiest ways to receive customer feedback. Customers are constantly thinking of ways that the business could be better. Maybe parts of your site don't quite give them what they're looking for.  Mystery Service Audits This involves having people pose as customers in order to anonymously evaluate the customer service List 2 things that must occur when a change or improvement needs to be implemented: Informing the staff and communicate the rationale behind the need for change. This needs to be handled carefully and communicated to all affected staff. There should also be adequate opportunity for people to voice their concerns and contribute their thoughts, views and opinions.  Evaluate, Review and Report on Policy and procedure change. Careful monitoring of the entire change process is essential in order to be able to measure its impact and evaluate its success. People need to be kept informed about how things are progressing, the results that are occurring and whether the change program has met its objectives.

[Type here] ASSESSMENT 2 – Direct observation This cover sheet is to be completed by the assessor and used as a record of outcome of this assessment task. Student Name: Student ID No: Unit Code: SITXCCS008 Unit Title: Develop and manage quality customer service practices Date of submission: Student Declaration I declare that: • These tasks are my own work, and none of this • I have read and understood the policy on work has been completed by any other person. Plagiarism, cheating and collusion and understand • These tasks are not plagiarised or colluded with that if I am found to be in breach of this policy, any other student/s. disciplinary action may be taken against me. • I have correctly referenced all resources and • I have a copy of my assessment work with me, reference texts throughout these assessment which I can produce if the original is lost. tasks. Student name: Signature: Date : / / Assessment Criteria Did the student: Period 1 Period 2 Period 3 Period 4 Satisfactory Satisfactory Satisfactory Satisfactory Develop policies and procedures for quality service provision. ❒ Yes No ❒ Yes No ❒ Yes No ❒ Yes No Communicate policies, procedures and expectations to staff. ❒ Yes No ❒ Yes No ❒ Yes No ❒ Yes No Make policies readily available to customers and staff. ❒ Yes No ❒ Yes No ❒ Yes No ❒ Yes No Monitor customer service in the workplace to ensure standards are met. ❒ Yes No ❒ Yes No ❒ Yes No ❒ Yes No Initiate staff training to enhance customer service. ❒ Yes No ❒ Yes No ❒ Yes No ❒ Yes No Take responsibility for service outcomes and dispute resolution. ❒ Yes No ❒ Yes No ❒ Yes No ❒ Yes No Act as a positive role model for professional standards expected of service industry personnel. ❒ Yes No ❒ Yes No ❒ Yes No ❒ Yes No Assess effectiveness of customer service practices. ❒ Yes No ❒ Yes No ❒ Yes No ❒ Yes No Identify systemic customer service problems and adjust policies and procedures to improve service quality. ❒ Yes No ❒ Yes No ❒ Yes No ❒ Yes No

[Type here] Say hello to the client, for instance. "How may I serve you?" "Hello and welcome to The Lake Hotel, Tany here, how may I help you?" a. Use loud, clear voice. b. Control the tone you use.

[Type here] You are required to implement and monitor the practices for quality customer service developed by you in task 1 during four service periods. This will be done in four role plays where student from your group will be allocated to play the role of the person following the practices for quality customer service. Ensure that you provide access to these practices for quality customer service to the person playing the role After the completion of the role plays you will be required to evaluate the practices for quality customer service and identify any issues, review policies and procedures, adjust as necessary, and communicate any new practices to staff. Answer : Hotel Reception accepts a hotel reservation over the phone. Andy (the front desk employee): Greetings, Sky Hotel. What can I do to help you today? (Client) Kriti: Hello, I'd like to make a reservation for tonight / Friday, November 28 / 29th Andy (the front desk employee): What kind of space do you desire? Kriti (Customer): I'd want a double room, please. Andy (the front desk employee): Please hold your horses until I check. We only have one room available, unfortunately. Tomorrow, we'll be in a double room. (Client) Kriti: That'll enough for the time being. What is the price of a single room? Andy (the front desk employee): $100.00 (including VAT). Andy (the front desk employee): Yes, breakfast and dinner are provided free of charge in our dining room. Kriti (Customer): That's great; I'll reserve a single room tonight and a double room the next day. Andy (the front desk employee): Could you kindly provide me your credit card information so that we can make a reservation for your room? Kriti's work (Customer) Yes, it is. Andy (the front desk employee): Thank you for your time, and I hope to see you again soon. This interaction is not problematic because it is the correct format for receiving phone appointments, and new employees should be trained in this manner as well. The most important rule to remember is to be confident and cheerful when taking the booing.

[Type here] Customers are greeted, seated, and food orders are taken at a restaurant. When a customer walks through the main door, the waitress observes them and approaches them. Waitress Sama: How are you doing today? Please let me know how I can help you. (Guest) Michael: Hello and welcome to the day. THANK YOU Is it possible to get a table for two? Sama's (Waitress): Sure. He leads them to a table near the window. (Returns after leaving the customers at a window table for a few minutes.) Hostess Sama: Do you prefer tap or bottled water? (Matty, the visitor): Could you please fetch me some bottled water? (After a few seconds, it returns.) Sama (waitress): Here's your water, sir. Then there's the menu. Waitress Sama: Do you want it? Waitress Sama: Do you want to get anything started? (Guest) Michael: Please serve two lentil soups with garlic bread and a veggie tray as an appetizer. Sama's (Waitress) Here are some ideas to get you started. (Guest) Michael: Thank you so much for everything. Hostess Sama: Are you willing to install your order for the main course, sir? Michael (guest): Yes, kindly serve me Chicken Parma with Cardamom Maple Salmon, (Waitress) Sama: Sure, go ahead. Is there anything you'd like to drink, sir? (The Guest) Michael: Each of you has a glass of Pepsi. Sama (waitress): Enjoy your meal. (Guest) Michael: Thank you so much for everything. This dialogue is fine since it is the standard procedure for greeting, seating, and collecting meal orders from guests, and new employees should be instructed in this fashion as well. The most

[Type here] crucial technique to follow is to be confident and courteous throughout the process, with a wide grin on their face. Getting something from a shop means getting a supply of perishable goods. Tam (Store Merchandiser): Hello, I've brought some perishable items. Sammy (Store receptionist): Oh, hello, sure, just put that in one spot, Tam (Store Merchandiser): Yes. Sure. Sammy (store receptionist): Excuse me for a moment. (Counts, inspects, and verifies the quantity, quality, and freshness of each item.) Tam (Store Merchandiser): Everything is in order. Also, the statement paper is handed over for signing. Sammy (the store's receptionist): Everything is OK. Sign the paper and keep it in a safe place. This is the correct structure for obtaining a supply of perishable goods, thus there is no problem with it. New employees should be trained in this manner as well, with labeling being the most important practice to follow. Items and new employees should be educated in this manner as well, with the most crucial method to follow being labeling and quality control. For this assessment your assessor will assessing you on criteria listed on the assessment cover sheet Evidence to be collected for this assessment: Task 1: printed copies of three service procedures and checklists to monitor the implementation of customer service. Task 2: undertake the role plays.