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Unit Result Sheet Student Use Student ID No GLE916470 Student Name HARPREET SINGH GILL Trainer / Assessor Name Sajjad khan Unit Code SITXCCS008 Unit Title Develop and manage quality customer service practices Assessor Use Only □ First Submission □ Re-Submission / Late Submission. Assessment Methods Assessment Outcome Assessment 1 S NS NA Assessment 2 S NS NA Assessment 3 S NS NA Assessment 4 S NS NA Assessment 5 S NS NA Final Assessment Result for this unit: C / NYC Comments: Assessor: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback. Assessor Name: Signature: Date: / / _ Document: Unit Result Sheet RTO #41380 | CRICOS #03632K | Version: 1.1 | Page 1 of 1 This form is used to record the student assessment Outcome/result for each Unit of Competency. All student submissions are to be attached to this sheet before submitting the assessment. Student results are not to be entered into the Student database unless all relevant paperwork is completed and attached to this sheet. Students must complete all assessment tasks as satisfactory (S) to be Competent (C) The results will be updated within twenty-eight (28) days from your final submission. Please check your student portal regularly to make sure that your results are updated. If there are any discrepancies, please discuss with the Trainer/Student Support Officer. Administrative Use Only: All sections are completed and signed. The Final Unit result is entered in the Student Management System. Name: Signature: Date: / _/ _

Document: ASSESSMENT 1 SITXCCS008 Develop and manage quality customer service practices RTO # 41380 | CRICOS # 03632K |Version: 1.1 | Page 1 of 7 ASSESSMENT 1 – Questioning This cover sheet is to be completed by the assessor and used as a record of student competency in this assessment task. Student Name: Student ID No: Unit Code: SITXCCS008 Unit Title: Develop and manage quality customer service practices Date of Assessment: 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 Satisfactory If Not Satisfactory, please comment Principles of quality customer service.  Yes  No Specific industry sector: • Professional service standards for service industry personnel. • Attitudes and attributes expected by the service industries to work with customers.  Yes  No Roles and responsibilities of management, supervisors and operational personnel in providing quality service.  Yes  No Sources of information on current service trends and changes that affect service delivery.  Yes  No Internal and external environmental changes and their effect on planning for quality customer service: • Changes in the competitive environment • Economic climate • Introduction of new technologies or equipment • Management changes and organisational restructures • Recruitment practices • Trends in customer service preferences  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 Objectives, components and comprehensive details of consumer protection laws that relate to customer service, and the business’ responsibility for: • Nominating and charging cancellation fees • Providing information on potential price increases • Providing refunds • Supplying products as described or substituting suitable products when unable • Formats for and content of policies and procedures  Yes  No Satisfactory Not Yet Satisfactory (Please tick the assessment result for this task) If Not Yet Satisfactory – Please identify the re-assessment arrangements: Comments/ Feedback (If the student is deemed Not Satisfactory the Assessor MUST state the circumstances and reasons why this judgment has been made) : Assessor Declaration : I declare that I have conducted a fair, valid, reliable, and flexible assessment with this student, and I have provided appropriate feedback. Assessor Name: Signature: Date: / /

Assessment Guidelines for Student: Conditions of assessment • This assessment requires you to answer all the listed questions in your own words. • This assessment will be conducted in Glen Institute’s classroom. • On completion, submit the knowledge test to your assessor. • You are required to complete this assessment in 2 hours. • You are required to answer all the questions that are outlined in this Assessment and submit your evidence to your Assessor so that you can be graded as either S – Satisfactory or NS – Not Satisfactory for this assessment. Your Assessor will provide you with feedback. • Only when all your answers have been assessed as satisfactory will you be deemed S – Satisfactory for this assessment. • If the evidence is graded as NS – Not Satisfactory you will be required to re-submit the evidence. In this case you will be provided with clear and constructive feedback based on the assessment decision so that you can improve your skills / knowledge prior to reassessment. • If you require an allowable adjustment to this assessment procedure you should discuss this with your assessor. • If you are dissatisfied with an assessment decision you should make an appeal to Glen Institute in writing no longer than 10 days following advice of the assessment decision. Context of and specific resources for assessment During the assessment tasks, you will be provided with: • Printed copy of the written assessment. Your assessor will be assessing you on the criteria listed in the Assessment cover sheet: Evidence to be provided by the student for this assessment: Printed copy of responses to all the questions.

1. Explain how informal and formal research can be used to develop quality customer service. Provide an example for each research method. Answer: - Formal research enables a person to learn new information to better understand the customers and the world with which we interact. Formal research is highly organized allowing the researcher to integrate and make sense of all the information gathered from. You can work out what motivates customers to buy, and what decision-making process they use through formal research and also be able to determine how your customers feel about your brand and product names. Example is the Customer service audit and Brand testing. Informal research - it takes advantage of any valid opportunity that arises to collect information and market intelligence. It takes the first warning" mechanism to alert you of industry trends, issues, and impressions that can be used for development of quality customer service using the Data collected informally. Example is talking to the frontline customer service staffs either when they are face to face with customers or through the phone 2. Why is it important to have an understanding of your competition in order to plan for quality customer service? Answer: - By understanding your competition, what they are offering, can be of help to in making your products, services and marketing stand out. It also enables you to set your prices competitively and help you to respond to rival marketing campaigns with your own initiatives 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. Answer- Demographic segmentation: Demographic market segmentation is when companies or businesses use population data in presenting their products to the market. The population data guides on the quantity to supply depending on the number of people within region. Geographic segmentation: Geographic market segmentation is the manner of categorizing customers depending on the location they are situated. For example, a cold region will have a higher demand of heaters than a warm place hence business people can divert such products in plenty to such areas Psychographic segmentation: A psychographic manner of market segmentation is the way of defining a market by the lifestyle of the people and their activities of interest. The interests of the people are used to make decisions on the products to be supplied to such markets. Behavioural segmentation: The behavior of the people helps in determining the kind of products and services that can be delivered to various markets. An example of a commodity depending on behavior is the likeness of Dove soap by the younger people and those with interest in sports prefer Lifebuoy.

4. Why is it crucial for a manager to have in-depth knowledge of internal and external business environments to provide quality customer service? Provide 2 examples each, for internal and external factors: Answer: - He must know how and when to react to enfluence on the business relies on property researching the business environments. A good manager will research the internal market to understand impacts on the available resources and to draw on the business atmosphere. They will also research the external market to understand the business competitors, the position in the market and market trends. Internal: location and staff External: social and cultural changes, fluctuations in currency exchange rates. 5. Identify three ways you can obtain information about current trends in your industry. Answer- 3 Ways of obtaining information about current trends in our industry 1. The use of the internet search 2. Use of interviews to the respective industry firms 3. Information received from the media about the industry 6. Explain businesses’ responsibilities under Consumer Protection Law and how it impacts on customer service delivery. Answer: - Under Consumer Protection Law, a business is under the obligation to take all necessary measures of ensuring that the quality of the supplied product or service to the consumer is up to the set standards. The impact of the law to the service delivery of the people is that quality is guaranteed. 7. Explain why it is important to have a clear refund and cancellation policy and what is required if there are potential price increases. Answer: - Cancellation and refund issues must be conducted within the circumstances that were available during the period of the transaction. In cases where the prices of the refunded commodities have increased, the former price on the transaction receipt/document serves to be the amount of cancellation. 8. Describe the importance of providing accurate product information to customers in order to provide quality customer service.

3. review 13. Describe 3 industry schemes aimed at improving customer service, including 1 relevant to your work area Answer- 1. Accommodation rating system: hotels, motels, caravan parks, bed & breakfast and all other accommodation establishments will be judged by a ratings system often referred to as the star system: the star ratings Australia scheme. 2. Tourism certification: certification (also referred to as accreditation) processes are used in many industries 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. 3. Restaurant ratings: with restaurants, various ratings standards apply. Overseas, Michelin and gault & millau ratings are popular. They assign from 1-3 stars or 1-5 hats depending on the level of service and food. 14. Define continuous improvement and explain how this process contributes to effective customer service. Answer: - It describes the ongoing search for an improvement in services and products for both the internal and external customers. This does not mean that we do anything wrong but rather that each and every aspects of what we do is looked at. There may be room for improvement or we simply ensure that the product is consistent all the time. 15. Explain why it is essential to have an effective complaint handling procedure. Answer: - Most establishments establish guidelines for complaints. These outline appropriate responses and policies, as well as the correct personnel who deal with the different types of complaint. The steps that everyone should follow are: Listen, Understand, Respond, Act. 16. If you are faced with an escalating complaint, why is it necessary to involve management? Answer: - When the customer may make unreasonable demands that are outside the parameters allowed for specific staff members Some issues that are beyond our area of responsibility or expertise

17. List three ways you can set a positive example for customer service as a manager. Answer- 1. Meeting and exceeding expectations of customers, 2. Standards for personal presentation and appearance, 3. Ensuring total commitment to the organisational goal 18. Why should specific preferences of regular customers be communicated and shared with all staff? Answer: - For the staff members to be able to understand customers needs and to be able to act before the demand; It would make the guest feels important. 19. It is necessary for service standards to be communicated to and followed by both new and old staff. Which policies and procedures can be used to assist in setting standards? Provide 3 examples. Answer: - Industry benchmarks, Customer requirements, Service delivery requirements 20. List 10 examples of policies and procedures which are commonly used in organisations to set standards for customer service: Answer- 1. Presentation standards 2. Service response times and standards 3. Loyalty programs 4. Refund and exchanges 5. Booking cancellation 6. Product availability 7. Advising customers on price changes 8. Complain handling 9. Staff training on customer service 10. Deal with suppliers 21. How can changes in technology affect the business’ customer service practices? Answer: -

26. 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: Answer- 1. Employee surveys 2. Mystery service audits 3. Regular front-line contact 4. Unconditional service guarantees( by encourage customer to speak up) 27. List 2 things that must occur when a change or improvement needs to be implemented: Answer- Informing the staff, Policy and procedure changes 28. Why is it important to communicate your policies and procedures to your staff and customers? Answer: - Clearly defined policies and procedures will provide direction, consistency and transparency to staff and customers alike. By creating a framework around staff- customer interactions we can provide with an understanding. Making our policies and procedures available to customers can help prevent conflict- situations and customer complaints. 29. List 3 common ways to make your policies and procedures readily available to your customers? Answer- 1. Website 2. Displaying them in a accessible place, 3. Send by email 30. Answer the following questions in relation to the data report below: The following data report provides you with a summary of customer surveys that were recently conducted for the “Coloured Sands Resort”. There were 200 customers who participated in this survey. Each customer was provided with a questionnaire. The data was analysed and entered in the format below to provide a summary report.

You are required to review the summary, check the accuracy of figures and perform simple calculations to reflect percentages. Analyse the provided data and identify areas that need further improvement and actions by answering all questions below. Scale Reception Room Service and Housekeeping Restaurant Tours Seaside Entertainment Very Good (108) (36) (58) Buffet is good (52) Lots of variety of food (24) Excellent (74) Good (74) good access (88) the staff is Reception tours to the beach (39) excellent (80) service on Swimming pool Many arrival is is nice. interesting good. activities for all Good (80) (22) (66) Very good food. (64) good organisatio n of tours (40) all good (32) very good entertainment options Not Good (6) Rooms are too small (56) Towels are dirty (10) housekeeping staff not able to help (46) Rooms (30) expensive tours (4) didn’t like the beach side are not very clean. No Comment 12 24 32 Total 200 200 200 200 200 200 a. Express the responses collected as percentages in each category (very good, good, etc.). Provide a critical reflection on each department outlining which service aspects and operational factors you should further investigate to help improve customer satisfaction. (For example, why have some customers not commented – how could this improved, e.g. by providing incentives; is the survey specific enough to provide feedback for specific areas?)

All the staf members are involved in the improvement process which includes: -  Manger or supervisor to check that the cleaning staff and housekeeping staff perform their work efficiently and properly.  Administration staff to prepare the policies and communicate the prepared cleaning procedures to the staff members and sweepers. The policies prepared should be displayed at the area where it is easily accessible to staff members.  Cleaning staff to implement the cleaning procedures and perform their work efficiently and provide clean room and towel services to the customers.

Document: ASSESSMENT 2 SITXCCS008 Develop and manage quality customer service practices RTO # 41380 | CRICOS # 03632K |Version: 1.1 | Page 1 of 4 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

Conditions of assessment: • For this Assessment you are required to follow the instructions provided under Tasks to be completed by the student and submit your response by the date advised to your Assessor. • Your assessor will advise you the Dates and timing for this assessment as per the timetable. • Your evidence submitted for this Assessment Task will be graded as either S – Satisfactory or NS – Not Satisfactory. Your Assessor will provide you with feedback. • If the evidence is graded as NS – Not Satisfactory you will be required to re-submit the evidence. In this case you will be provided with clear and constructive feedback based on the assessment decision so that you can improve your skills / knowledge prior to reassessment. • If you require an allowable adjustment to this assessment procedure you should discuss this with your assessor. • If you are dissatisfied with an assessment decision you should make an appeal to Glen Institute in writing no longer than 10 days following advice of the assessment decision. Context of and specific resources for assessment • Access to simulated environment, office equipment and learning resources, access to computer with internet, printer, projector, and other office facilities. Tasks to be completed by the student This assessment consists of Two tasks 1 and 2. Task 1 You are required to develop customer service policy and procedure for following three business areas: • Hotel Reception – taking a room reservation on the telephone. • Restaurant – Receiving, seating and taking food order of the customer. • Store receiving – receiving a supply of perishable items. You are also required to develop a checklist each to monitor the implementation of customer service policy and procedure. Answer- Policy  Hotel Reception – taking a room reservation on the telephone Purpose The purpose and aim of the reservation policy is to follow the proper procedure of booking a table or room for the customers and hen applying the cancellation polices if customer cancel the order. Details of policy The policy includes: -  The credit card details are required for the booking.  The booking will be confirmed by emails or message on the mobile number of the customers.  Cancelation fee is to be charged by the customers based on the days prior they cancel the booking.

 The booking can be made through emails or by making a phone call to the reception for the booking.  The communication protocol should be following by taking the booking and use proper telephone etiquettes to be followed during reservation. Procedures Guarantee with a valid credit card is required and the booking is to be confirmed with all the details and expectation of the customer through the email with proper date and time mentioned and also on cancellation should be done 24 hours before arrival to avoid cancellation fee and Cancellations after this time will be charged to the credit card. Training/Documentation Required Training related to the customer handling and using proper communication techniques while talking booking is to be provided to the staff members. The policy document should be readily accessed by the staff so that they can get information easily regarding reservation and cancellation procedures. Monitoring and Evaluation The procedure and policy implementation can be monitored using the customer feedback regarding the reservation process and also by organising meeting to make sure that the staff should have appropriate knowledge about the policy procedure and details. Policy  Restaurant – Receiving, seating and taking food order of the customer. Purpose The purpose of this policy is to establish uniform standards and procedures for responding to customer feedback and to provide high quality customer service depends on customer feedback. Details of policy The policy includes the procedures to be followed by the staff to achieve appropriate customer services while receiving, seating and taking orders involve in providing the services. Procedures 1. The organisation requires punctuality, sincerity and regular working of the employees and wan they employees to maintain regularity while providing services to the customers. 2. Employee in the organisation should give their best productivity by being regular and suing appropriate methods to improve the standards of the quality of customer services provided. 3. Use appropriate communication skills while customer servicing. 4. Identify the needs, expectation and preferences of the customer and implement them while proving the satisfactory experiences to the customers. Training/Documentation Required Document needed include the attendance records of the employee and also the feedback from the customer regarding the services provided by the staff. Monitoring and Evaluation The methods used by the employee while taking orders and also record the time taken by the employee to handle the customer and while providing services to the customers.