SITXCCS006 provide service to customer

SITXCCS006 Provide service to customers Introduction The assessment tasks for SITXCCS006 Provide service to customers are included in this Student Assessment Tasks booklet and outlined in the assessment plan below. To be assessed as competent for this unit, you must complete all of the assessment tasks satisfactorily. Assessment Plan Assessment Task Overview 1. Written questions You must correctly answer all questions. 2. Customer service roleplays You will participate in 3 roleplays with customers to find out about their needs and provide the required services. You will then resolve the customer issues. 3. Customer complaints resolution project You are required to handle complaints from three customers, responding to the customers according to company policies and procedures. 4. Customer service report You are required to review a Feedback Register and develop a report recommending ways to improve service delivery for the case study organisation. Assessment Preparation Please read through this assessment thoroughly before beginning any tasks. Ask your assessor for clarification if you have any questions at all. When you have read and understood this unit’s assessment tasks, print out the Student Assessment Agreement. Fill it out, sign it, and hand it to your assessor, who will countersign it and then keep it on file. Keep a copy of all of your work, as the work submitted to your assessor will not be returned to you. Assessment appeals If you do not agree with an assessment decision, you can make an assessment appeal as per your RTO’s assessment appeals process. You have the right to appeal the outcome of assessment decisions if they feel they have been dealt with unfairly or have other appropriate grounds for an appeal. ANIE-SITXCCS006-SAT-V2.0 Page | 3 of 58

SITXCCS006 Provide service to customers Checklist This will be used by your assessor to mark your assessment. Read through this as part of your preparation before beginning the assessment task. It will give you a good idea of what your assessor will be looking for when marking your responses. Student assessment agreement Make sure you read through the assessments in your student assessment booklet before you fill out and sign the agreement below. If there is anything that you are unsure of, consult your assessor prior to signing this agreement. Have you read the assessment requirements for this unit? ☒ Yes ☐ No Do you understand the requirements of the assessments for this unit? ☒ Yes ☐ No Do you agree to the way in which you are being assessed ☒ Yes ☐ No Do you have any specific needs that should be considered ☐ Yes ☒ No If so, explain these in the space below. ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ ___________________________ Do you understand your rights to reassessment? ☒ Yes ☐ No Do you understand your right to appeal the decisions made in an assessment? ☒ Yes ☐ No Student name Amandeep kaur Student ID number ANIE220058 Student signature Amandeep kaur Date 03/08/2022 Assessor name Noreen Altaf Assessor signature Date 03/08/2022 ANIE-SITXCCS006-SAT-V2.0 Page | 6 of 58

SITXCCS006 Provide service to customers Task summary This is an open book test, to be completed in the classroom. A time limit of 2 hours to answer the questions is provided. You need to answer all of the written questions correctly. Your answers must be word processed and sent to the assessor as an email attachment. Required  Access to textbooks and other learning materials  Computer with Microsoft Office and internet access Timing Your assessor will advise you of the due date of this assessment. Submit  Answers to all questions Assessment criteria All questions must be answered correctly in order for you to be assessed as having completed the task satisfactorily. Re-submission opportunities You will be provided feedback on their performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task. If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date. You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal. You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment. ANIE-SITXCCS006-SAT-V2.0 Page | 9 of 58

SITXCCS006 Provide service to customers Assessment Task 1 Instructions Provide answers to all of the questions below: 1. Explain three key principles of quality customer service. 1 Concentrate on building a healthy relationship with customers as this will help in winning the trust of the customer which is the most essential thing needed to run a business. 2 Understand the requirements of a customer what your customer expect from you to deliver them. Try to fulfil the demands and the needs of the customers. 3 Ask the customers for the feedback, always welcome the positive and negative feedback from the customer and then take the necessary steps to resolve the problem if any. 2. Explain four types of positive communication that should be used to ensure quality customer service. 1 Asking questions- when communicating with the customer one must ask the questions when they do not get what customer has said or when you want more information in detail from the customer as them the questions. It will also show that you are listening to the customers with your full attention. 2 Nonverbal communication skills- when talking to the customer one must use the non verbal communication skills like nodding, making eye contact to show your attention towards the customer, smiling etc. 3 Active listening- one must never interrupt the customer while he or she is explaining their point. One should be an active listener. Active listening will show you care and attention and also that how important your customers are for you. 4 Be energetic and cheerful- never let your energy down in front of your customers. Be happy, cheerful and energetic every time. Do not show that you are overburdened or tired because of the work. 3. Explain what type of non-verbal communication would be appropriate when engaging with customers for each of the non-verbal communication behaviours listed in the table. Non-verbal communication Appropriate for customer service ANIE-SITXCCS006-SAT-V2.0 Page | 12 of 58

SITXCCS006 Provide service to customers 3 Respect- always show respect to your customers. Customers will visit the place again where they are respected and given value. c. Describe at least three key customer service needs and communication expectations in the industry. 1 Personalisation and quality- when you listen to your customers carefully and make them feel special, valued, comfortable and cared they will definitely visit you soon again. 2 Consent contact- always ask for the consent from the customers before demonstrating them something. 3 Active listening- always listen to the customers very carefully. Show them that you are paying proper attention to the customers and their feedback are valued and cared by the company. d. Describe expected standards for personal presentation and hygiene. The staff should be wearing appropriate uniform, minimal makeup, should wear mild makeup, also avoid heavy jewellery or heavy accessory. Always wear hair nets, and hand gloves while handling the food and the safety shoes should be used. e. Describe customer service and communication needs that may arise for specific customers such as those with languages other than English. When the customers do not understand the customers with non-English language. Use your nonverbal skills of communication, hand gestures, body gestures, ask questions ask for the time if you have lesser information, don’t give incorrect information, and be approachable by customers do not show you more busy and make difficult to be reached by the customers. 6. Explain five main types of customers that companies engage with. 1 Internal customers- the internal customers are the customers who have relationships with the business or are working with the business like the employees. When the employees of the company use its product or services it is known as the internal customers. 2 External customer- the external customers are the customers who do not have any relation with the company or the employees working there. 3 New customer- the new customers are the customers who have visited your business for the very first time. They have ANIE-SITXCCS006-SAT-V2.0 Page | 15 of 58

SITXCCS006 Provide service to customers and transparent. And the customer should be made aware of what is to be expected or the time period of refunds or cancellations. It should be clearly displayed on the counter and also on the receipts. Response times The company should not take much longer to resolve an issue. It throws negative effect on the customers. The response time period from the company should be smaller and respond quickly. Service guarantees It ensures that the products and services meet the standards of the expectation of the customers as well as the standards set by the regulation authority. Training staff for customer service and complaint handling The staff must be trained properly and timely for customer service and the resolving or handling of the complaints from the customers. Be approachable by the customers and listen to them. Appreciate and apologies to them. Assure them the appropriate and quicker response. 9. Choose two cultural groups you know about and for each describe the following in relation to customer service: Cultural Group:1 Pakistani Cultural Group:2 Australian a. modes of greeting, farewelling and conversation Saying Namaste, sometimes s hake hands and touching feet of the elder ones. Addressing with the first names of the people. Farewelling by saying bye or Namaste again. Saying hi or hello, also shake hands or hug each other as greetings. Farewelling by saying bye or see you soon. b. body language and body gestures Limited use of the hand gestures and simple body language More use of hand gesture, shaking hands and hugging c. formality of language Formal and simple language. They are quite frank and friendly language. Slang is more popular than the ANIE-SITXCCS006-SAT-V2.0 Page | 18 of 58

SITXCCS006 Provide service to customers Assessment Task 1 Checklist Student’s name: Amandeep kaur Did the student provide a sufficient and clear answer that addresses the suggested answer for the following? Completed successfully Comments Yes No Question 1 ☐ ☐ Question 2 ☐ ☐ Question 3 ☐ ☐ Question 4 ☐ ☐ Question 5 a ☐ ☐ Question 5 b ☐ ☐ Question 5 c ☐ ☐ Question 5 d ☐ ☐ Question 5 e ☐ ☐ Question 6 ☐ ☐ Question 7 a ☐ ☐ Question 7 b ☐ ☐ Question 8 ☐ ☐ Question 9 a ☐ ☐ Question 9 b ☐ ☐ Question 9 c ☐ ☐ Question 9 d ☐ ☐ Question 10 a ☐ ☐ Question 10 b ☐ ☐ Question 10 c ☐ ☐ Question 10 d ☐ ☐ Question 10 e ☐ ☐ Question 11 ☐ ☐ Question 12 ☐ ☐ Task Outcome: ☐ Satisfactory ☐ Not Satisfactory Assessor signature Assessor name Noreen Altaf Date 10/08/2022 ANIE-SITXCCS006-SAT-V2.0 Page | 21 of 58

SITXCCS006 Provide service to customers ANIE-SITXCCS006-SAT-V2.0 Page | 22 of 58

SITXCCS006 Provide service to customers Assessment Task 2 - Cover Sheet Student declaration To be filled out and submitted with assessment responses ☒ I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s). ☒ I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me. ☒ I have correctly referenced all resources and reference texts throughout these assessment tasks. Student name Amandeep kaur Student ID number ANIE220058 Student signature Amandeep kaur Date 05/08/2022 Assessor declaration ☒ I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment procedures. Assessor name Noreen Altaf Assessor signature Date 10/08/2022 Assessment outcome ☐ S ☐ NS ☐ DNS Resubmission ☐ Y ☐ N Feedback Student result response ☒ My performance in this assessment task has been discussed and explained to me. ☐ I would like to appeal this assessment decision. Student signature Amandeep kaur Date 10/08/2022 A copy of this page must be supplied to the office and kept in the student’s file with the evidence. Assessment Task 2: Customer service roleplays ANIE-SITXCCS006-SAT-V2.0 Page | 23 of 58

SITXCCS006 Provide service to customers Task summary Students are required to, prepare for, and participate in a roleplay with customers to find out about their needs and provide information about the services available. Students are then required to provide the required services to the customer. Following the roleplays, students will need to liaise with three internal customers in order to resolve customer issues. This assessment is to be completed in the simulated work environment in your RTO. Required  Computer with Microsoft Office  Access to the internet for research  Customer Service Policy and Procedures  List of Services Timing Your assessor will advise you of the due date of these submissions. Submit  Email outlining customer communication methods  Emails to relevant staff members Assessment criteria For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence. Re-submission opportunities You will be provided feedback on their performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task. If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date. You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal. You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment. ANIE-SITXCCS006-SAT-V2.0 Page | 24 of 58

SITXCCS006 Provide service to customers Assessment Task 2 Instructions Carefully read the following: The Bridge Hotel offers high quality accommodation and dining, as well as conference services for businesses that include on site catering, and other events such as weddings. For the purposes of this assessment, you are employed as a Chef for the company. Your main role is preparing menus and food, but you also assist with answering customer enquiries, liaise with other staff and suppliers and complete a range of general administration duties. Customer enquiries are received by the hotel’s reception and forwarded onto you for action. Today you have been forwarded enquiries from three customers which you need to respond to. Their details are included in the customer information document. You will participate in a role play with each of the three different customers. You will also need to refer each customer’s enquiry to three different staff members. Complete the following activities: 1. Prepare for the roleplay Read the case study information provided above, as well as the List of Services provided by Bridge Hotel. Read the Customer Service Policy and Procedures to ensure that you understand the procedures to be followed, including:  Personal dress requirements  Managing enquiries  Referring on enquiries that you are unable to respond to For each customer, and based on situation, consider what would be the best way of communicating with them, for example, through face to face means, by telephone or in writing. 2. Prepare a draft email to your assessor. The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should give what you consider would be the most appropriate communication method for each customer, indicating why you have chosen this method. ANIE-SITXCCS006-SAT-V2.0 Page | 25 of 58

SITXCCS006 Provide service to customers 1. Meet with the customers Assume that all three customers have come to the hotel to meet you so your communication with them will be conducted face to face. Participate in each customer roleplay at the date and time specified by your assessor. You must ensure that you meet personal presentation and hygiene requirements as set out in the Customer Service Policy and Procedures. You will be assessed on this. When exploring catering options with the customers, which is the primary focus of the discussion, you may provide any information in relation to food and beverages that you feel would be appropriate in the situation. You will need to:  Greet the customer in accordance with company policy.  Ask the customer about their service needs.  Establish rapport with the customer and express a genuine interest in their requirements so as to promote goodwill and trust.  Clearly and accurately explain the services offered by Bridge Hotel that may be suitable for the customer, including providing additional information about services to enhance their customer service experience.  Respond to questions and provide information promptly to assist the customer in selecting the right options for them.  Ensure you anticipate operational problems that may arise due to the customer’s booking request and timing.  Identify information that you are unable to immediately provide to the customer and respond in accordance with the Customer Service Policy and procedures.  Demonstrate effective interpersonal skills including: o Using a warm and friendly tone to build rapport o Using relevant communication skills to meet the needs of customers with specific needs o Speaking clearly o Asking questions clearly and concisely o Cleary and accurately responding to questions o Use active listening techniques o Using appropriate non-verbal communication Note that during the roleplay, at least one customer will express dissatisfaction. You are required to respond proactively to this to avoid a complaint being made. Script of meeting with the customer: (Please provide this in a Dialogue format… Just like a face-to-face meeting). Wedding packages We offer wedding packages that can be suited to guest needs. ANIE-SITXCCS006-SAT-V2.0 Page | 26 of 58

SITXCCS006 Provide service to customers Packages can include venue hire and catering and additional services such as accommodation can also be included. Costs are usually calculated per head as follows: Starlight wedding package including venue set up and 3 course meals $165 per head Champagne wedding package including venue set up, 2 nights’ accommodation for bridal couple and champagne for all guests and 3 course meals $195 per head Budget wedding package including venue set up, 2 course meals $145 per head. All diets can be catered for. Additional services can also be offered such as entertainment which are organised by the Entertainment Services Manager. Muhammad Khan Muhammad wants to have his wedding at the hotel. There will be 300 guests. He wants to find out about catering options. Due to the number of guests at the wedding, he’d like a discount to be applied on the catering. Muhammad’s second language is English, and that Muhammad wants to make sure he is understood. Customer 1: (Muhammad Khan- enquiry for wedding package) Amandeep Good morning Mr. Khan, I am Amandeep I have been informed that you are planning to book our venue for your wedding and would like to discuss the packages that we are offering for wedding and other events around wedding. Muhammad Khan Good morning Amandeep , yes you are right I am planning my wedding and I would like to know what is offered at the bridge hotel, just to let you know that there will be approximately 300 guests on my wedding and there will be dietary requests for many guests as 80% of the guests are Muslim and a big number of Hindu guests are vegetarian, besides other medical dietary requests. Amandeep Thank you, Mr. Khan, for considering the Bridge Hotel for your special day, we do cater for any dietary requests at no additional costs, also we have a variety of packages to offer to suit your budget and needs. Muhammad Khan I am glad to know that you are able to cater for the dietary, however, I would like to discuss the packages offered by the hotel before we proceed further. Amandeep Yes, certainly here are the packages that we are offering once you select the package, I can email you the menus for you to decide and confirm later once everything is finalised. The packages are as following: 1. Starlight wedding package including venue set up ANIE-SITXCCS006-SAT-V2.0 Page | 27 of 58

SITXCCS006 Provide service to customers and 3 course meals $165 per head. 2. Champagne wedding package including venue set up, 2 nights’ accommodation for bridal couple and champagne for all guests and 3 course meals $195 per head. 3. Budget wedding package including venue setup, 2 course meals $145 per head. Muhammad Khan As the wedding is once in a lifetime event, I do not want to spare any costs, from the looks of it I would like to pick the Champagne package, however, as I have mentioned before about 80% of my guests are Muslims and Hindus and they do not drink alcohol. Amandeep Yes, sure Mr. Khan, I am aware of that, we can offer other appropriate alcohol -free drinks such as cocktails for those who do not drink alcohol. Muhammad Khan Thank you so much chef, in that case since there will a small number of guests who will consume alcohol, would the package be offered at a lesser price, or how about offering me an overall 10% discount. Amandeep We do offer discounts to our customers Mr. Khan. However, it will require an approval from the Food and Beverage Manager, i will as the manager and contact you via email confirming the amount of discount that we can offer to you on this occasion. Muhammad Khan Yes, i can understand, I will be waiting for your response, however, please keep this in mind that I organise a lot of work-related conferences, in case if this experience goes well, i can promise to continue our business in future. Amandeep Thank you, Mr. Khan, i will contact the concerned manager and will right back inform you via email along with the menus that we offer on the champagne package for your wedding. This menu will help you in deciding the meals and the number of dietary requests. Muhammad Khan Appreciate your help, chef, looking forward for your positive response. Amandeep Thank you so much for choosing us, I will confirm today and reach you soon. It was nice meeting you. Hope you will have a great event with us. Have a good day. John Bates John wants to organise a special meal for his work team to celebrate a recent success. The team includes a number of vegetarians, as well as gluten intolerant people. He wants to find out about catering options for the group. ANIE-SITXCCS006-SAT-V2.0 Page | 28 of 58

SITXCCS006 Provide service to customers He also wants to organise a special surprise such as a music performance for the team and wonders if the hotel can also offer this. Lunch or Dinner packages We offer lunch or dinner packages that can be suited to guest needs. Packages can include reserved tables and food and/or drinks. Costs are usually calculated per head as follows:  Starlight lunch/dinner package including reserved table and 3 course meals but no drinks for $70 per person.  Executive lunch/dinner package including reserved table and 3 course meal and drinks for $150 per person.  Budget lunch/dinner package including reserved table and 2 course meal, no drinks for $55 per person. All diets can be catered for. Customer 2: (John Bates- enquiry for dinner booking to celebrate team’s success) Amandeep kaur Good morning, Mr. John Bates, I am Amandeep I have been informed that you want to book our venue to organise a special meal to celebrate the success of his work team. I am here to discuss about the packages you can choose for your event. John Bates Good morning, Amandeep, yes you are right i want to give a meal to my work team for the celebration of our team success. And i want to ask you about the offerings and options at the Bridge Hotel. I want to tell you that there are some people who are gluten intolerant, and some others are vegetarians, so i want some special offerings for the group. In addition to this I also want a surprise musical performance for the entertainment. Amandeep kaur Thank you, Mr. Bates, for choosing Bridge hotel for your event. We have special menu items for the special dietary requests without any additional cost. We also have different packages as per your budget and needs. John Bates I am glad to hear that, could we please discuss about the packages. Amandeep kaur Yes, of-course. We offer the different packages which i will email you in detail and also attach the menu from where you can select the items you like. The packages are: · Starlight lunch/dinner package including reserved table and 3 course meals but no drinks for $70 per person. · Executive lunch/dinner package including reserved ANIE-SITXCCS006-SAT-V2.0 Page | 29 of 58

SITXCCS006 Provide service to customers table and 3 course meal and drinks for $150 per person. Budget lunch/dinner package including reserved table and 2 course meal, no drinks for $55 per person. John Bates As this is my work team celebrating the success it should be special for every one so i would like to choose starlight package with 3 meals which costs $70 per person. We would not like to have drinks during our celebration so i chose this option with no drinks to be served. But still there are some dietary requests and the musical performance i want from your side. Amandeep kaur Yes sure Mr. Bates, we will provide you with the starlight package which includes any food requests and also a musical performance will be the complementary. Mr. Bates if you want the musical performance longer then you have to pay extra $500 for it. John Bates Okay, for sure, i am ready to pay extra but i need everything as we deal. Amandeep kaur Thank you, Mr. Bates, I will send you the email for the confirmation and an attached copy of the menu from where you can decide the food items as per your requirement and then inform us about the same. John Bates Thank you, Amandeep, i will be waiting for your email. Thanks Amandeep kaur Thanks Mr. Bates looking forward to host you and will try to make your event memorable. Nice meeting you. Have a great day ahead. John Bates Thank you, Amandeep, same here. Belinda Simons Belinda is organising a work conference and catering is required for morning and afternoon tea, as well as lunch. It’s a tight budget for catering so she wants to know what you can offer that would be the most cost effective. She also wants to organise drinks at the end of the day for participants, but these need to be paid for. She wonders if you can provide drinks for $15 a head regardless of the quantity drank. Conference packages We offer conference packages that can be suited to guest needs. Packages can include venue hire and catering and additional services such as accommodation can also be included. Costs are usually calculated per head as follows: Starlight conference package including venue set up, morning tea, lunch and afternoon ANIE-SITXCCS006-SAT-V2.0 Page | 30 of 58

SITXCCS006 Provide service to customers tea $65 per head Executive conference package including venue set up, 1-night accommodation for each guest and morning tea, lunch and afternoon tea $250 per head Budget conference package including venue set up and lunch only $45 per head. Drink packages for groups meeting at the end of the day can be organised. Packages range from $20 per head to $40 per head. All diets can be catered for. Additional services can also be offered such as entertainment which are organised by the Entertainment Services Manager. Customer 3: (Belinda Simons- Enquiry for conference package and addition drinks) Amandeep Good morning Ms. Simons, I am Amandeep to informed that you want to organise a work conference at our venue and would like to discuss about the packages and offers we provide. Belinda Simons Good morning, Amandeep, yes you are right i want to organise a work conference at Bridge Hotel and want to discuss about your offers. I want to inform you that i want you to cater for morning and evening tea plus lunch and the drinks at the end of the day. I have a tight budget so i request you to offer me an economical package. Also, i want to request you to charge me the drinks per head rather than the quantity of the drink. Amandeep Thank you, Ms. Simons, for considering us for your special event. Yes, we have different kind of packages as per the requirements of the customers. Would i explain you about the packages. Belinda Simons Yes of course please tell me about the packages you offer along with their costs. Amandeep Starlight conference package including venue set up, morning tea, lunch and afternoon tea $65 per head. Executive conference package including venue set up, 1- night accommodation for each guest and morning tea, lunch and afternoon tea $250 per head. · Budget conference package including venue set up and lunch only $45 per head. · Drink packages for groups meeting at the end of the day can be organised. Packages range from $20 per head to $40 per head. Belinda Simons This is a work conference so i would choose Budget ANIE-SITXCCS006-SAT-V2.0 Page | 31 of 58

SITXCCS006 Provide service to customers package costs $40 per head with some tea and biscuits, and light lunch. I also want to get unlimited after conference drinks on discounted price if you could provide me, please. Amandeep Yes, i can understand. The discount will be approved by Food and Beverage Manager. I will ask him and let you know as soon as possible via email. Belinda Simons Thank you so much, i will be waiting for the confirmation email. Amandeep Yes, i will sent you the confirmation email by today along with a menu attached to the email so that you can decide the food items. Belinda Simons Yes, thanks for your help, chef, i am thankful to you. Amandeep No worries, Ms Simons thanks for choosing us, looking forward to making your event great. Have a great day. 2. Follow-up after the meeting. Follow up the customer’s requests for information that you were unable to answer. This will be a draft email to the appropriate staff member as set out in the Customer Service Policy and Procedures and within the designated timelines. Prepare draft emails to your manager. Email Draft- Customer 1: (Accounts Manager) Muhammad Khan The Accounts Manager, Subject- Approval for 10% discount on the champagne wedding package for 300 guests. Dear Alex, Today I met Mr Muhammad khan regarding the booking for his wedding at Bridge hotel, as mentioned in the subject, the booking is for 300 guests. However, 80% of the wedding guests will not consume alcohol and will be offered regular non- alcoholic beverages. Mr Khan has request for at least a 10% discount on the overall bill due to this reason. Also, he is promising to bring future work-related business to the hotel if he is happy with our services in this event. Kindly advise if the discount can be approved for Mr. Khan. Regards Amandeep kaur Reply: ANIE-SITXCCS006-SAT-V2.0 Page | 32 of 58

SITXCCS006 Provide service to customers Dear Amandeep, As this is for the first time that we and Mr Khan are doing any business with each other. Usually, we offer discounts for our regular clients or only for repeat business, however, it is a big event. I can only provide 8%discount on the overall bill. In addition, i can promise to provide 10% discount in future on repeated business. Thanks, Alex. Email Draft- customer 2: (Events Manager) The Event Manager Subject: regarding organising a special music performance for the team. Dear Alexander, Today I met Mr. John bates regarding the booking for his celebration of success of the work team at Bridge hotel, as mentioned in the subject, the booking is for 10 guests. However, Mr. Bates have some special dietary requests, in addition to this he wants a surprise musical performance lasts longer for the entertainment from our side. He is also ready to pay $500 extra for this. Also, he would visit us again if he had a great event this time. Kindly advise if the musical performance can be continued till then. Regards Amandeep Reply: Dear Amandeep, As this is for the first time that we and Mr John are doing any business with each other. We always wanted our customer to feel happy and satisfied with our services. Usually, the music performance does not last too long but when Mr. Bates is ready to pay extra $500 for this. We are ready to provide them with the musical performance for their entertainment as long as they want. ANIE-SITXCCS006-SAT-V2.0 Page | 33 of 58

SITXCCS006 Provide service to customers Thanks, Alexander Email Draft- customer 3: (Food and Beverage Manager) The Food and Beverage Manager, Subject- regarding providing the unlimited after- conference drinks at discounted prices. Dear Alexander, Today I met Ms. Simons regarding the booking for her work conference at Bridge hotel, as mentioned in the subject. Ms. Simons wants us to cater for the morning and evening tea along with the light lunch and requests us to charge per head for the drinks rather than charging the quantity of the drinks. I addition to this she wants the unlimited after conference drinks at discounted prices. Kindly advise if the requests of Ms. Simons can be approved or not. Regards Amandeep Reply: Dear Amandeep, As this is for the first time that we and Ms. Simons is doing any business with each other. We always wanted our customer to feel happy and satisfied with our services. Usually, the drinks are charged as per the prices, but Ms. Simons can be our regular customer for her work conferences. So, her request is approved. Thanks, Alexander Email Draft- Follow-up on customer’s request: Email Draft- Customer 1: (Muhammad Khan) Subject: discount request approval Dear Mr Khan, ANIE-SITXCCS006-SAT-V2.0 Page | 34 of 58

SITXCCS006 Provide service to customers I am glad to inform you that the account department has approved your request for the discount. However, we are not able to give you 10% discount as per your request due to our business policy instead we can give you the discount of 8% to total bill as this is our first booking with you as a client. Rather we can promise you to give you 10% discount on our future bookings and business with one another. As promised, a menu option has been attached with the email for you to choose the food items for the event. Please let us know about the specific dietaries and the total for each request in your reply. Looking forward to making your big event memorable. Kind Regards, Amandeep Email Draft- Customer 2: (John Bates) Subject: musical performance request approval Dear Mr. Bates, I am glad to inform you that the food and beverages department has approved your request for the surprise musical performance for longer time. You and your team will be given a complementary musical performance from our side. As promised, a menu option has been attached with the email for you to choose the food items for the event. Please let us know about the specific dietaries and the total for each request in your reply. Looking forward to making your event memorable. Kind regards, Amandeep Email Draft- Customer 3: (Belinda Simmons) Subject: discount request approval Dear Mr Khan, I am glad to inform you that the food and beverage department ANIE-SITXCCS006-SAT-V2.0 Page | 35 of 58

SITXCCS006 Provide service to customers has approved your request for the discount. The after- conference drinks will be unlimited and served at the discounted prices. Also, we can provide you more discount on our future bookings and business with one another. As promised, a menu option has been attached with the email for you to choose the food items for the event. Please let us know about the specific dietaries and the total for each request in your reply. Looking forward to making your big event memorable. Kind regards, Amandeep ANIE-SITXCCS006-SAT-V2.0 Page | 36 of 58

SITXCCS006 Provide service to customers Assessment Task 2 Checklist Student’s name: Amandeep kaur Did the student: Completed successfully Comments Yes No Meet personal presentation and hygiene requirements? ☐ ☐ At the start of the meeting, greet the customer in a professional, courteous and concise according to company procedures, including:  Using the customer’s name  Introducing themselves, and giving their position in the organisation ☐ ☐ For the meeting, dress and present themselves in line with company requirements. ☐ ☐ For the meeting, follow hygiene procedures in line with company requirements. ☐ ☐ During the meeting, establish rapport with the customer and demonstrate a genuine interest in their needs to promote goodwill and trust? ☐ ☐ Demonstrate professional standards? ☐ ☐ Identify customer needs and expectations including special needs? ☐ ☐ At the meeting, provide information about the available services and assist customers to identify preferred options, including providing information about additional services? ☐ ☐ During the meeting, use effective interpersonal skills including:  Using a warm and friendly tone to build rapport  Using relevant communication skills to meet the needs of customers with specific needs  Speaking clearly  Asking questions clearly and concisely  Cleary and accurately responding to questions  Use active listening techniques  Use appropriate non-verbal ☐ ☐ ANIE-SITXCCS006-SAT-V2.0 Page | 37 of 58

SITXCCS006 Provide service to customers Student’s name: Amandeep kaur Did the student: Completed successfully Comments Yes No communication ANIE-SITXCCS006-SAT-V2.0 Page | 38 of 58

SITXCCS006 Provide service to customers Provide prompt customer service to meet the customer’s needs according to organisational requirements? ☐ ☐ Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction? ☐ ☐ Proactively recognise customer dissatisfaction to avoid a complaint being made? ☐ ☐ Task Outcome: ☐ Satisfactory ☐ Not Satisfactory Assessor signature Assessor name Noreen Altaf Date 10/08/2022 ANIE-SITXCCS006-SAT-V2.0 Page | 39 of 58

SITXCCS006 Provide service to customers Assessment Task 3 - Cover Sheet Student declaration To be filled out and submitted with assessment responses ☒ I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s). ☒ I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me. ☒ I have correctly referenced all resources and reference texts throughout these assessment tasks. Student name Amandeep kaur Student ID number ANIE220058 Student signature Amandeep kaur Date 05/08/2022 Assessor declaration ☒ I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment procedures. Assessor name Noreen Altaf Assessor signature Date 10/08/2022 Assessment outcome ☐ S ☐ NS ☐ DNS Resubmission ☐ Y ☐ N Feedback Student result response ☒ My performance in this assessment task has been discussed and explained to me. ☐ I would like to appeal this assessment decision. Student signature Amandeep kaur Date 10/08/2022 A copy of this page must be supplied to the office and kept in the student’s file with the evidence. Assessment Task 3: Customer complaints resolution project ANIE-SITXCCS006-SAT-V2.0 Page | 40 of 58

SITXCCS006 Provide service to customers Task summary Students are required to handle complaints from three customers, responding to the customers according to company policies and procedures. This task will be completed in the simulated work environment at your RTO. Required  Computer and Microsoft Office  Access to the internet for research  Complaint Handling Policy and Procedures Timing Your assessor will advise you of the due date of these submissions. Submit  Email to escalate complaints. Assessment criteria For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence. Re-submission opportunities You will be provided feedback on their performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task. If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date. You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal. You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment. ANIE-SITXCCS006-SAT-V2.0 Page | 41 of 58

SITXCCS006 Provide service to customers Assessment Task 3 Instructions Complete the following activities: 1. Prepare for the roleplay This assessment task requires you to handle customer complaints in relation to all three customers who used your services in Assessment Task 2. The roleplay will occur over the phone once for each customer i.e. three times. You will need to thoroughly review the Complaint Handling Policy and Procedures before you commence this task to ensure that you understand, and can apply, procedures that must be followed and understand how to respond to customer complaints. 2. Handle customer complaints The customer (your assessor) will call you with each complaint one at a time. You are to act at all times in a professional manner. You will need to:  Answer the telephone in accordance with company policy.  Respond to the customer in accordance with the company’s complaints handling policy and procedure.  Use questioning techniques as required to establish and agree on the nature, possible cause, and details of the complaint.  Offer a solution to the customer in accordance with the complaints handling policy and procedure and in order to resolve the issues.  Where you cannot resolve the issue, advise the customer that the complaint will be referred on as per the complaints handling policy and procedure.  Demonstrate effective communication skills including: o Speaking clearly o Asking questions clearly and concisely o Using active listening techniques Script of Telephone Conversations: (Please provide this in a Dialogue format… Just like a conversation that happen). Customer 1: Amandeep Good morning Mr khan, i have been told that you would like to speak me regarding some issue, i hope that you and your guests enjoyed your wedding reception and loved our food and services ANIE-SITXCCS006-SAT-V2.0 Page | 42 of 58

SITXCCS006 Provide service to customers organised on the day. Muhammad Khan Good morning, Amandeep, thank you so much, I am very happy with the ways things were organised, food was lovely, however, some of the dietary requirements were not catered, and had to be organised on repeat request. Today’s call is not in regard to the regards to the food or service it is the invoice that I received which is not what was promised. Amandeep i am glad that we can help you with your discount request. We can pay you the 8% discount on your bills of the event. I have an approval from the accounts department and will make sure that our account department sends you the revised invoice today with the 8%. Is there anything else that you would lie to discuss. Muhammad khan Thank you so much Amandeep, that is the only concern for today. Amandeep Don’t worry about its sir, the invoice will look after, and you will receive the new invoice in the email today itself. Hope you have a good day. Muhammad khan Thanks for your help. I am waiting for new email. Customer 2: Amandeep Good morning Mr. Bates, i have been told that you would like to speak to me regarding some issue, i hope that you and your team enjoyed your success party and loved our food and services organised on the day. John Bates Good morning, Amandeep, thank you so much, I am very happy with the ways things were organised, food was lovely, however, Today’s call is not in regard to the regards to the food or service it is regarding the musical performance Amandeep i am thankful that you reached us for the feedback and complaint. I have got the approval from the food and beverages department; you will be sending your refund and will be provided a free gift voucher for the future events in our hotel. John Bates Thank you so much Amandeep, that is the only concern i had today. Amandeep Don’t worry about its sir. The refund and the gift voucher will be sent you by today itself. Hope you have a good day. John Bates Thank you so much for help. ANIE-SITXCCS006-SAT-V2.0 Page | 43 of 58

SITXCCS006 Provide service to customers Customer 3 : Amandeep Good morning Ms. Simons, i have been told that you would like to speak to me regarding some issue, i hope that you and your guests had a good conference and loved our food and services organised on the day. Belinda Simons Good morning, Amandeep, thank you so much, I am very happy with the ways things were organised, food was lovely, however, Today’s call is not in regard to the regards to the food or service it is regarding the drinks. I have a complaint that your staff refused to serve the drinks after mid-night and also asked the guests to pay for the drinks. Amandeep i am thankful that you reached us for the feedback and complaint. I have got the approval from the food and beverages department; you will be sent you the refund and will provide a refund for not serving the drinks as promised. Belinda Simons Thank you so much Amandeep, that is the only concern i had today. Amandeep Don’t worry about it. The refund for not serving drinks will be sent to you as soon as possible. Hope you have a good day. Belinda Simons Thank you for your help. 3. Refer customer complaint As set out in the Complaint Handling Policy and Procedure, all three complaints need to be referred on. Follow the procedures and send an email to the appropriate person. Prepare a draft email to the General Manager: The general Manager Subject: complaints received from recent events organised at the bridge hotel. Dear Alexander, This email is written to update you about a recent complaint received from customers for few major events. ANIE-SITXCCS006-SAT-V2.0 Page | 44 of 58

SITXCCS006 Provide service to customers  · The first complaint was from Mr. Mohammad Khan, who organised his champagne wedding reception at our banquet’s hall for 300 guests, his complaint was regarding the wrong invoice. At the time of booking, he was promised a discount of 8% on the overall invoice. However, the invoice he received had no mention of discount and was asked to pay the full amount as per the champagne wedding package for 300 guests. After speaking with Mr. Khan, i instructed the accounts department to send him the revised invoice on the same day. Mr. Khan was happy with the resolution.  The second complaint was from Mr. John bates, who wanted to organise a success party for his work team. His complaint was regarding the musical performance. He had requested for the surprise musical performance for the whole celebration time for the entertainment of his guests. His complaint is that the musical performance was not long as he was promised from the hotel authority.  · The third complaint was from Ms. Simons, she wanted to organise a work conference and wanted morning and evening tea with lunch. She had complaint about the staff refused to serve drinks after mid-night and ask guests to pay for the drinks. All of the complaints were recorded into the feedback register as per the company’s policy and procedures. The copy of the feedback register is attached with this email. Looking forward to having some advice from you regarding resolution for any repeat issues of such nature. Thanks Amandeep kaur ANIE-SITXCCS006-SAT-V2.0 Page | 45 of 58

SITXCCS006 Provide service to customers Bridge Hotel FEEDBACK REGISTER Date Related to Type of feedbac k Feedback provided Provided by Follow up required/soluti ons June 12 Conference Complai nt The food was not served on time Sally Barnes June 12 Wedding Feedbac k The wedding was beautiful but it would have been nice to have the chef come out so we could congratulate him on the food John Stanford August 18 Hotel dinner Feedbac k Not enough information on menu about whether the meals are gluten free Jeff Schumache r August 31 Hotel dinner Complai nt We waited for three hours for our food, its not acceptable Margaret Smith Septemb er 9 Hotel dinner Complai nt Food portions were way too small Bob Smart Discuss matter with staff at next meeting Septemb er 14 Hotel dinner Feedbac k Food was really nice but could have been more Cilla Brown August 5 Wedding Complai nt The customer was sent a wrong invoice, the discount offered at the time of booking was not added to the Moham mad khan The correct invoice was sent out to the customer the same day, the custome r was happy in the end. ANIE-SITXCCS006-SAT-V2.0 Page | 46 of 58

SITXCCS006 Provide service to customers invoice. The customer was unhapp y to get the wrong invoice. August 6 Success celebration Complai nt The complaint is regarding the musical performance . The customer has requested fo r the musical performance last longer which he paid extra $500 and still the performance was short, and the customer was unhappy. John Bate Mr. John bates was provided with the refund, comp any sent him a free voucher for the next event in their hotel and he accepted the voucher. August 10 Work confer ence Complai nt Ms. Simons has requested for the unlimited aft er conference drinks at discounted prices and she was unhappy and unsatisfied with the service because the staff refused to serve drinks after Ms Simons Ms. Simons was provided with refund within the day itself for not serving the drinks as promised and also promise d for the quality servi ce for the next time. ANIE-SITXCCS006-SAT-V2.0 Page | 47 of 58

SITXCCS006 Provide service to customers mid-night to the guests and also ask guests to for it. ANIE-SITXCCS006-SAT-V2.0 Page | 48 of 58

SITXCCS006 Provide service to customers Assessment Task 3 Checklist Student’s name: Amandeep kaur Did the student: Completed successfully Comments Yes No Respond to customer complaints in a professional manner? ☐ ☐ Identify solutions through consultation with each customer? ☐ ☐ Resolve complaints according to own level of responsibility and the complaints handling policy and procedures? ☐ ☐ Escalate complex service issues to higher level staff for action? ☐ ☐ Task Outcome: ☐ Satisfactory ☐ Not Satisfactory Assessor signature Assessor name Noreen Altaf Date 10/08/2022 ANIE-SITXCCS006-SAT-V2.0 Page | 49 of 58

SITXCCS006 Provide service to customers Assessment Task 4 - Cover Sheet Student declaration To be filled out and submitted with assessment responses ☒ I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s). ☒ I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me. ☒ I have correctly referenced all resources and reference texts throughout these assessment tasks. Student name Amandeep kaur Student ID number ANIE220058 Student signature Amandeep kaur Date 05/08/2022 Assessor declaration ☒ I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment procedures. Assessor name Noreen Altaf Assessor signature Date 10/08/2022 Assessment outcome ☐ S ☐ NS ☐ DNS Resubmission ☐ Y ☐ N Feedback Student result response ☒ My performance in this assessment task has been discussed and explained to me. ☐ I would like to appeal this assessment decision. Student signature Amandeep kaur Date 10/08/2022 A copy of this page must be supplied to the office and kept in the student’s file with the evidence. Assessment Task 4: Customer service report ANIE-SITXCCS006-SAT-V2.0 Page | 50 of 58

SITXCCS006 Provide service to customers Task summary Students are required to review the organisation’s Feedback Register and, based on their review, develop a report recommending ways to improve service delivery for the Bridge Hotel. This task will be completed in the simulated work environment at your RTO. Required  Computer and Microsoft Office  Access to the internet for research  Customer Service Policy and Procedures  Feedback Register  Customer Service Report Template Timing Your assessor will advise you of the due date of these submissions. Submit  Email with Customer Service Report attached Assessment criteria For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence. Re-submission opportunities You will be provided feedback on their performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task. If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date. You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal. You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment. ANIE-SITXCCS006-SAT-V2.0 Page | 51 of 58

SITXCCS006 Provide service to customers Assessment Task 4 Instructions Complete the following activities: 1. Develop a customer service report Assume that, as the Head Chef, you have been asked to develop a customer services report identifying and recommending ways to improve service delivery specifically for your area. This is to be based on your evaluation of the company’s Feedback Register where all feedback and complaints are recorded. Your report will inform solutions to be implemented. First of all, review the completed Feedback Register. 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. Customer Service Report: Introduction Include the purpose of report Include number of complaints and feedback on which the report is based and time period. This report is prepared with an objective of identification of the problems or issue which are faced by the clients or the customers when they have chosen our hotels to stay in. Also including the solutions to those problems. It has been reported that there are three complaints and negative feedback from the customers within the time period of one month. The name of our first customer is Mr. Mohammad khan. He has bookings in our hotel for his wedding ceremony which ANIE-SITXCCS006-SAT-V2.0 Page | 52 of 58

SITXCCS006 Provide service to customers included 300 guests. He asked us for some discount as he is bringing so many people to our hotel. The services provided our hotel was the champagne wedding package.  Champagne package which is $170 per head and covers 2- night accommodation which also provides drinks for all the guests. Our second customer is Mr. John Bates. He has organised his office team a dinner in our hotel restaurant to celebrate their success. And along with the dinner he requested a music performance to be organised by the hotel. He was offered the following rates for the requested services.  · Starlight lunch/ dinner package including reserved table and 3 course meals but no drinks for $70 per person.  · Executive lunch/dinner package including reserved table and 3 course meals and drinks for $150 per person.  · Budget lunch/dinner package including reserved table and 2 course meal, no drinks. Mr. Bates was interested in starlight package which costs $70 for 10 persons. This also includes any food requested within unlimited drinks. The musical performance as entertainment was promised by the events manager as complementary, however, Mr. Bates said that he needs the entertainment to continue for longer and hence he agreed to pay the additional amount of $500 for it. However, Mr. Bates was unhappy because that the entertainment was not for as long as he requested and therefore, he lodged the complaint with me. Ms Belinda Simons is our third customer who has organised her work conference with catering for morning and afternoon tea as well ANIE-SITXCCS006-SAT-V2.0 Page | 53 of 58

SITXCCS006 Provide service to customers as lunch.  · Starlight which costs $65 per person with some tea and biscuits and light lunch.  · Executive package which is of $250 per person with breakfast, lunch and unlimited drinks. Ms Belinda Simons was interested in Budget package which is of $40 per person with some tea and biscuits, light lunch and unlimited drinks services as she wants discounted price for the after- conference drinks. Her request was approved however, Ms Simmons was unhappy due to the fact that the drinks were not unlimited as the guests to pay for any drinks they ordered after midnight. Analysis of feedback Provide an analysis of feedback and complaints. Identify key themes and issues . The first customer Mr khan was unhappy for not getting the 8% which was promised at the time of booking, he received the invoice for the full amount. Ms Simmons was not happy because the staff refused to serve the drinks after midnight. Also, she did not get the drinks at the rates she wanted. Mr. Bates was unhappy as some customers did not get the food as per their dietary preferences, as well as the musical performance finished after one hour, however, he paid $500 for the longer period. Considering the above complaints, it is proved that first of all there is a lack of communication between the sales and marketing department and the other departments, this is clearly show that the staff have not liaised accurately or promptly. Potential Actions to address Provide an outline of potential actions. For Mr. Mohammad khan: We have fixed his invoice by providing him 8% discount as we have mentioned and have done that as soon as possible. For Mr. John Bates: Settled his issue within a day and provided him a refund sending him a free voucher for the next event in our hotel. He accepted the voucher. ANIE-SITXCCS006-SAT-V2.0 Page | 54 of 58

SITXCCS006 Provide service to customers For Ms Belinda Simmons: Solving her issues within a day by providing a refund for not serving the drinks as promised and also ensures the quality of the service next time. Recommendations as conclusion Provide recommended actions, including order of priority. The recommendations to avoid similar complaints in future are following:  · Additional training t the staff on how to liaise between the departments.  · Revised the procedures followed by the staff currently to ensure there are no communication gaps.  · Assign more authority to the frontline staff authoring the approval to reduce the waiting times while taking the bookings with special request. 2. Prepare a draft email to the Hotel Manager (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 attachment. The email text should summarise the customer complaints and feedback and describe what follow-up is required to ensure that reoccurrence can be avoided in the future. Attach your Customer Service Report to the email. Write an Email to the Manager: Dear manager In the attached report you will find the following information.  · The actions taken fix the issues and satisfy the customers.  · The reason identified as the cause of complaint  · Complaints received from 3 major events last month.  · Suggestion on how to implement the suggested ANIE-SITXCCS006-SAT-V2.0 Page | 55 of 58

SITXCCS006 Provide service to customers actions.  · Further actions required to ensure such complaints are avoided in future. Looking forward to your input and suggestions to review the existing procedures. Your sincerely Amandeep kaur ANIE-SITXCCS006-SAT-V2.0 Page | 56 of 58

SITXCCS006 Provide service to customers Assessment Task 4 Checklist Student’s name: Did the student: Completed successfully Comments Yes No Provide ongoing internal feedback on services, practices, policies and procedures and suggest improvements? ☐ ☐ Identify individual and recurring complaints and provide internal feedback to avoid future occurrence.? ☐ ☐ Task Outcome: ☐ Satisfactory ☐ Not Satisfactory Assessor signature Assessor name Noreen Altaf Date 10/08/2022 ANIE-SITXCCS006-SAT-V2.0 Page | 57 of 58

SITXCCS006 Provide service to customers Final Results Record Student name: Amandeep kaur Student ID number: ANIE220058 Assessor name: Noreen Altaf Final Assessment Results Task Type Result Satisfactory Unsatisfactory Did not submit Assessment Task 1 Written questions ☐ S ☐ U ☐ DNS Assessment Task 2 Customer service roleplays ☐ S ☐ U ☐ DNS Assessment Task 3 Customer complaints resolution project ☐ S ☐ U ☐ DNS Assessment Task 4 Customer service report ☐ S ☐ U ☐ DNS Overall unit result ☐ C ☐ NYC Feedback ☒ My performance in this unit has been discussed and explained to me. ☐ I would like to appeal this assessment decision. Student Signature: Amandeep kaur ____________________________________ Date: 10/08/2022 ☒ I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment procedures. Assessor Signature: ____________________________________ Date: 10/08/2022 ANIE-SITXCCS006-SAT-V2.0 Page | 58 of 58