Ass Tool_SITXCCS016 Develop Manage Quality Customer Service v 1.1

OFFICIA L SITXCCS016 Develop and manage quality customer service practices Assessment Tool Mode | Classroom Delivery

OFFICIA L Assignment Cover Sheet Student ID Student Name Unit SITXCCS016 - Develop and manage quality customer service practices Assessment Task - Title/Number Trainer/Assessor Date Submitted Note : Plagiarism/Cheating is a serious offence. If a student is found plagiarising/cheating, it may result in a penalty of suspension/cancellation of student’s enrolment. In submitting their work, students must be aware of college’s Plagiarism and Academic Misconduct Policy available in student handbook, college’s website and student administration . Declaration of Originality: By submitting this assignment for assessment, I acknowledge and agree that:  This assessment task/work is submitted in accordance with the college’s Plagiarism and Academic Misconduct Policy . I also understand the serious nature of academic dishonesty (such as plagiarism) and the penalties attached to being found guilty of committing such offence  No part of this assessment task/work has been copied from any other source without acknowledgement of the source  No part of this assessment task/work has been written by any other person, except to the extent of team and/or group work as defined in the unit/assessment task  A copy of the original assessment task/work is retained by me and that I may be required to submit the original assignment to the trainer/assessor upon request  The trainer/assessor may, for the purpose of assessing this assessment task/work: o Provide a copy of this assignment to another member of the faculty for review and feedback; and/or o Submit a copy of this assignment to a plagiarism checking service. I acknowledge that a plagiarism checking service provider may then retain a copy of this assessment task/work on its database for the purpose of future plagiarism checking Late submission: Late submission without a prior approval of the trainer/assessor will not be accepted and may delay the assessment outcome. You may also need to resubmit work as per college’s Reassessment Policy . I declare that this assessment is my own work. Student signature: Date: ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ Admin Use Only Received | Date Stamp Comments (if any) SITXCCS016 – Develop and Manage Quality Customer Service practices Assessment Tool | V 1.1 |Nov 2022 I Review: Oct 2023 Bayside International College Provider Code: 45215 | CRICOS Provider Code 03630A Page 2 of 45

OFFICIA L Some examples of reasonable adjustments could include:  Personal support services, e.g. a reader, Auslan interpreter, a scribe  assistive technology or special equipment, e.g. screen readers, magnifiers, alternative keyboards  modifying the presentation method, e.g. visual, oral, print, electronic  adjustments to timeframes, e.g. providing materials prior to class, extended time limits  adjustment of the physical environment, e.g. specific furniture, arrangement of classroom. The determination of “reasonableness” requires judgement that must take into account the impact on the RTO and the need to maintain the integrity of the qualification. While reasonable adjustments can be made to the ways in which evidence of performance is gathered and demonstrated, the criteria for making Competent/Not Yet Competent decisions (and/or awarding grades) should not be altered in any way. That is to say, the standards expected should be the same irrespective of the group and/or individual being assessed (Disability Standards for Education 2005). Skill Recognition and Credit Transfer Appropriate credit(s) may be granted to eligible students against each unit of competency on presentation of evidence of successful completion of the same unit in an equivalent or higher qualification. Under the Australian Qualifications Framework, this qualification recognises competencies achieved as part of a Nationally Recognised Qualification from other institutes or universities. Students may also apply for Recognition of Prior Learning (RPL) by providing evidence that they have the required skills and knowledge in the specific areas of competency through work/industry experience and/or completed eligible assessments in equivalent or higher qualification. Please refer to college’s RPL/Credit Transfer Policy for more information and applicable procedures. The policy is available either through the faculty coordinator or college’s website Academic Policies and Procedures Applicable policies and procedure related to this course including plagiarism, assessments, appeals and complaints, can be found with the course coordinator as well as in the “Policies and Procedures” section of the college’s website. Submission of Work All the written works must be submitted in a hard copy, and an additional soft/electronic copy if required by the trainer/assessor, with an accompanying “Assessment Cover Sheet”. Each Assessment Cover Sheet should be signed by the student and must contain student details and date of submission. Material submitted for assessment—Word processed assignments, reports, essays, projects, etc. must contain student’s name, ID (if available). Within the context of these assessment tasks, the assessor fulfils the role of client, manager or supervisor, as applicable. Work submitted for “approval” within this context must demonstrate care and attention to detail, such that the student inspires confidence that the work is being undertaken competently. Where soft copy/electronic files are submitted, students are encouraged to name the files according to established procedure. This would typically include a course or unit code, assessment or submission code, and in the case of multiple files an alphanumeric identifier. Multiple files may also be required to be submitted SITXCCS016 – Develop and Manage Quality Customer Service practices Assessment Tool | V 1.1 |Nov 2022 I Review: Oct 2023 Bayside International College Provider Code: 45215 | CRICOS Provider Code 03630A Page 4 of 45

OFFICIA L within an enclosing folder (with similar, appropriate naming conventions) or archive format—e.g. zip. Follow submission guidelines in each assessment task for specific instructions. Unit Overview This unit describes the performance outcomes, skills and knowledge required to develop, monitor and adjust customer service practices. It requires the ability to consult with colleagues and customers, develop policies and procedures for quality service provision, and manage the delivery of customer service. The unit applies to senior managers who operate independently, have responsibility for others and are responsible for making a range of operational and strategic decisions Learning Outcomes On successful completion of this unit, the learner/trainee will be able to;  Develop quality customer service practices.  Manage delivery of quality service.  Monitor and adjust customer service. As well as demonstrating the performance criteria, to be assessed as competent, the learner must demonstrate their ability to apply the required knowledge and skills in a range of situations. These are summarised in the Competency Standards section below. Prerequisite Requirements This unit does not have a pre-requisite. Performance Criteria The following performance criteria specify the required level of performance for each of the elements of competency: Element Performance Criteria 1. Develop quality customer service practices. 1.1.Obtain information on customer needs, expectations and satisfaction levels using both formal and informal research. 1.2.Provide opportunities for customers and staff to give feedback on products and services. 1.3.Review changes in internal and external environments and integrate findings into planning for quality service. 1.4.Provide opportunities for staff to participate in development of customer service practices. 1.5.Develop policies and procedures for quality service provision. 2. Manage delivery of quality service. 2.1.Communicate policies, procedures and expectations to staff. 2.2.Make policies readily available to customers and staff. 2.3.Monitor customer service in the workplace to ensure standards are met. 2.4.Initiate staff training to enhance customer service. SITXCCS016 – Develop and Manage Quality Customer Service practices Assessment Tool | V 1.1 |Nov 2022 I Review: Oct 2023 Bayside International College Provider Code: 45215 | CRICOS Provider Code 03630A Page 5 of 45

OFFICIA L  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  methods of obtaining feedback from customers:  customer service discussions with employees  discussions with customers  formal customer interviews  regular staff meetings that involve Customer 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  industry schemes, accreditation schemes and codes of conduct aimed at improving customer service  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 :  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. Assessment Task 1: Assessment Task Short Answer Questions Schedule SITXCCS016 – Develop and Manage Quality Customer Service practices Assessment Tool | V 1.1 |Nov 2022 I Review: Oct 2023 Bayside International College Provider Code: 45215 | CRICOS Provider Code 03630A Page 7 of 45

OFFICIA L Outcomes Assessed Performance Criteria: 1.1,1.2,1.3,1.4,1.5,2.1,2.2,2.3,2.4,2.5,2.6,3.1,3.2,3.3,3.4, Performance Evidence Addresses some elements of required foundation skills and knowledge as shown in the Assessment Mapping documents Instructions for answering written questions:  Student must have to complete a written assessment consisting of a series of questions.  It is expected from students to correctly answer all the questions.  Answers must demonstrate an understanding and application of relevant concepts, critical thinking, and good writing skills.  Student must concise to the point and write answers according to the given word-limit or provide enough evidences to each question and do not provide irrelevant information.  Student must not use non-discriminatory language. The language used should not devalue, demean, or exclude individuals or groups based on attributes such as gender, disability, culture, race, religion, sexual preference or age. Gender inclusive language should be used.  Assessor should not accept answers copied directly from texts without acknowledgement of the text  Trainer/Assessor will provide student further information regarding the location of completing this assessment task. Description: This is an open book Assessment task and all the questions must be answered. Assessment criteria Student work will be assessed based on the following criteria. Students have also been provided with the assessment criteria in the “assessment tool” to ensure that they cover all the task requirements. The following criteria must be addressed for this task;  Need to demonstrate underpinning Knowledge  All the questions are attempted and answered Submission Guidelines Submit;  Completed Test paper Your task: Provide a detailed response to each of the following questions. SITXCCS016 – Develop and Manage Quality Customer Service practices Assessment Tool | V 1.1 |Nov 2022 I Review: Oct 2023 Bayside International College Provider Code: 45215 | CRICOS Provider Code 03630A Page 8 of 45

OFFICIA L to satisfy customer wants or expectations. 4. Remaining Competitive : By adjusting to new trends, technology, and consumer tastes, companies can stay competitive and relevant over the long run by keeping up with rivals' customer service activities. 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. Response Demographic segmentation : Customers are categorised by demographic segmentation according to variables such as age, gender, income, education, employment, and size of family. It assists companies in focusing on particular client segments with specialised goods and advertising tactics. For example, a business catering to young adults would make commercials and items that appeal to their interests, whereas a business catering to affluent consumers might provide upscale products and specialised services. When products are tailored to the particular requirements and traits of various client groups, demographic segmentation increases customer engagement and boosts revenue. Geographic segmentation : Consumers are divided into groups according to geographic characteristics like as location, climate, population density, and cultural variances through geographic segmentation. With this strategy, companies may tailor their goods, services, and marketing plans to the unique requirements and tastes of various markets. For instance, a merchant of apparel might stock several styles according to regional climates, offering lighter apparel for warmer climates and thicker winter apparel for colder ones. Businesses can target and interact with local markets more successfully by utilising geographic segmentation, which increases their relevance and attractiveness to customers in various geographic locations. Psychographic segmentation : It classifies consumers according to lifestyle, personality traits, values, interests, attitudes and opinions. This approach allows companies to understand the reasons and preferences that drive consumer behavior. For example, a fitness brand can target consumers who value health and wellness by promoting products and experiences that align with their active lifestyles and personal values. By utilizing psychographic segmentation, companies can create targeted SITXCCS016 – Develop and Manage Quality Customer Service practices Assessment Tool | V 1.1 |Nov 2022 I Review: Oct 2023 Bayside International College Provider Code: 45215 | CRICOS Provider Code 03630A Page 10 of 45

OFFICIA L marketing campaigns, develop products that match the mindsets of specific consumers, and foster stronger connections with target groups based on shared interests and beliefs. Behavioural segmentation : It explores brand loyalty and purchase behaviour. To promote repeat business, a coffee chain might, for instance, create award programmes that target different segments based on how frequently customers visit. Geographic segmentation, on the other hand, takes geographical variations into account and enables retailers to tailor product assortments and marketing campaigns to climatic and cultural preferences. 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: Response Example 1: Awareness of external market trends and competitor strategies helps a manager stay abreast of customer preferences and industry developments. With this information, they can anticipate changes in consumer behavior and adjust their customer service strategies accordingly to remain competitive. Example 2: Understanding external factors allows a manager to identify emerging competitors or disruptive technologies that may affect the business. By staying ahead of market changes, a manager can proactively innovate and differentiate corporate and customer service offerings to meet changing customer needs. 5. Identify three ways you can obtain information about current trends in your industry. Response 1.Ask People and Look Around: - Talk to your customers, suppliers, and other people in your industry to see what they're saying and doing. You can also check out what's happening at trade shows or industry events. SITXCCS016 – Develop and Manage Quality Customer Service practices Assessment Tool | V 1.1 |Nov 2022 I Review: Oct 2023 Bayside International College Provider Code: 45215 | CRICOS Provider Code 03630A Page 11 of 45

OFFICIA L 7. Explain why it is important to have a clear refund and cancellation policy and what is required if there are potential price increases. Response Businesses must manage expectations, build trust, and avoid consumer conflicts by having a clear refund and cancellation policy. By giving clarity and assurance on the terms of transactions, clear policies foster confidence and improve overall customer satisfaction. Clear policies save time and money for both parties by reducing miscommunications and disputes between companies and clients. Companies have a duty to notify clients of any prospective pricing changes in a timely and open manner. This entails giving clients plenty of notice of the impending price change, giving them options for how to react, and making sure that all communications regarding the adjustment are understandable and straightforward. Following these recommendations and keeping lines of communication open and honest enable companies to control pricing changes in an efficient manner while retaining client loyalty and trust. 8. Describe the importance of providing accurate product information to customers in order to provide quality customer service. Response Giving customers accurate product facts is crucial to providing excellent customer service for a number of strong reasons: Building Trust: Providing customers with accurate product information helps to build trust between the company and its clients. When consumers are given accurate and trustworthy information about a product, they become more confident in the company and their choice of purchases. Managing Expectations: Precise product details guarantee that clients have reasonable expectations regarding their acquisitions. Customers are more likely to be happy with SITXCCS016 – Develop and Manage Quality Customer Service practices Assessment Tool | V 1.1 |Nov 2022 I Review: Oct 2023 Bayside International College Provider Code: 45215 | CRICOS Provider Code 03630A Page 13 of 45

OFFICIA L their purchasing experience when they get what they expected based on the information given. Reducing Returns and Complaints: Products that don't live up to customers' expectations or needs may be the result of false or misleading product information. This frequently leads to a rise in returns, exchanges, and complaints, all of which can be costly and detrimental to the company's reputation. 9. In order to provide quality customer service, it is important to establish your target market. Provide 4 questions you should consider when developing a clear customer profile. Response When creating a precise client profile, keep the following four important questions in mind: 1. Who is the perfect client for us? To precisely define your target audience, list demographic details like age, gender, income, education, occupation, and family status. 2. What preferences and needs do they have? In order to customise goods and services for your target market, ascertain their unique requirements, preferences, and pain areas. 3. How much time do they spend there? To effectively contact your target customers with marketing messages and customer service initiatives, investigate the channels and platforms where they are most active. 4. What drives them to buy something? Examine the reasons and factors influencing the decisions made by your target audience SITXCCS016 – Develop and Manage Quality Customer Service practices Assessment Tool | V 1.1 |Nov 2022 I Review: Oct 2023 Bayside International College Provider Code: 45215 | CRICOS Provider Code 03630A Page 14 of 45

OFFICIA L It requires listening attentively to customer concerns, validating their feelings, and offering personalized solutions that address their needs and alleviate their frustrations. 3. Problem-solving: Effective problem-solving is essential for resolving customer issues and ensuring their satisfaction. It requires identifying the root cause of the problem, brainstorming potential solutions, and taking decisive action to resolve the issue in a timely manner. Problem-solving in customer service involves being proactive, resourceful, and adaptable, and may sometimes require collaboration with other team members or departments to find the best solution. 4. Professionalism: Professionalism encompasses a range of behaviors and attributes that contribute to a positive customer service experience. This includes maintaining a courteous and respectful demeanor, adhering to company policies and procedures, and representing the business in a professional manner at all times. Professionalism also involves taking ownership of customer issues, following through on commitments, and striving to exceed customer expectations in every interaction. 5. Continuous Improvement: Continuous improvement is the ongoing process of seeking feedback, identifying areas for growth, and making necessary changes to enhance the customer service experience. It involves learning from both successes and failures, implementing best practices, and adapting to changing customer needs and market trends. Continuous improvement requires a commitment to excellence and a willingness to invest time and resources into training, development, and innovation to continually raise the standard of customer SITXCCS016 – Develop and Manage Quality Customer Service practices Assessment Tool | V 1.1 |Nov 2022 I Review: Oct 2023 Bayside International College Provider Code: 45215 | CRICOS Provider Code 03630A Page 16 of 45

OFFICIA L service. By prioritizing these principles of customer service, businesses can cultivate strong relationships with their customers, foster loyalty and advocacy, and differentiate themselves in a competitive market. 12. Suggest three service standards to encourage quality customer service for your specific industry. Response 1. Tailored Guest Experience: Service Standard: Customize interactions and amenities to suit each guest's individual needs and preferences. Implementation: Train staff to actively listen to guests, gather relevant information, and personalize their stay accordingly. Offer tailored amenities, room setups, and dining options based on guests' preferences, dietary needs, and special occasions. 2. Timely and Efficient Service: Service Standard: Ensure prompt and efficient service delivery to enhance guest satisfaction. Implementation: Establish streamlined processes and train staff to anticipate guest needs, prioritize tasks, and respond promptly to requests. Utilize technology like mobile apps for check-in/out and room service orders to expedite service and improve convenience. 3. Authentic Hospitality and Friendliness: Service Standard: Provide genuine warmth and hospitality to create memorable guest experiences. Implementation: Cultivate a culture of genuine hospitality among staff, emphasizing friendly interactions and going above and beyond to exceed guest expectations. SITXCCS016 – Develop and Manage Quality Customer Service practices Assessment Tool | V 1.1 |Nov 2022 I Review: Oct 2023 Bayside International College Provider Code: 45215 | CRICOS Provider Code 03630A Page 17 of 45

OFFICIA L 14. Define continuous improvement and explain how this process contributes to effective customer service. Response 1. Adaptability to Changing Customer Needs: Continuous improvement ensures businesses remain responsive to evolving customer preferences, allowing them to adjust service strategies and offerings to stay competitive. 2. Fostering a Culture of Excellence: Continuous improvement cultivates a culture of innovation and growth within organizations, empowering employees to take ownership of service quality and contribute to positive changes. 3. Customer-Centric Focus: Continuous improvement encourages businesses to prioritize customer needs by seeking feedback and refining service offerings to enhance overall satisfaction. 4. Optimizing Service Delivery Processes: Continuous improvement involves refining processes to enhance efficiency and effectiveness in service delivery, reducing wait times and errors. 5. Proactive Problem-Solving: Continuous improvement promotes proactive approaches to addressing customer concerns, preventing dissatisfaction and maintaining a positive reputation. 15. Explain why it is essential to have an effective complaint handling procedure. Response: 1. Maintaining Customer Satisfaction: Resolving complaints promptly and effectively demonstrates a commitment to SITXCCS016 – Develop and Manage Quality Customer Service practices Assessment Tool | V 1.1 |Nov 2022 I Review: Oct 2023 Bayside International College Provider Code: 45215 | CRICOS Provider Code 03630A Page 19 of 45

OFFICIA L addressing customer needs, preserving satisfaction, and fostering loyalty. 2. Protecting Reputation: Effective complaint resolution enhances the business's reputation, whereas mishandling complaints can lead to negative reviews and damage to the brand's image. 3. Identifying Areas for Improvement: Complaints highlight opportunities for improvement, allowing businesses to analyze trends, address underlying issues, and enhance overall service quality. 4. Compliance with Regulations: Businesses are often required by regulations to have procedures for handling customer complaints, ensuring legal compliance and protecting customers' rights. 5. Enhancing Employee Engagement: Empowering employees with effective complaint handling procedures boosts confidence, job satisfaction, and morale, ultimately improving overall service delivery. In summary, an effective complaint handling procedure is crucial for maintaining customer satisfaction, protecting reputation, identifying areas for improvement, ensuring compliance, and enhancing employee engagement. 16. If you are faced with an escalating complaint, why is it necessary to involve management? Response Involving management in escalating complaints is crucial for several reasons. Firstly, management typically possesses greater expertise and experience in handling complex issues, providing valuable insights and guidance. Secondly, they have decision-making SITXCCS016 – Develop and Manage Quality Customer Service practices Assessment Tool | V 1.1 |Nov 2022 I Review: Oct 2023 Bayside International College Provider Code: 45215 | CRICOS Provider Code 03630A Page 20 of 45