Customer Service Assessment for SITXCCS006 Course

SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 1 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Assessment Tasks Unit of Competency SITXCCS006 Provide service to customers Assessment Type This is a summative assessment. The learners need adequate practice prior to undertaking the assessment. Assessment Tasks Task 1 Knowledge Questions Task 2 Customer Service Role Plays Task 3 Customer Compliant Resolution Project Task 4 Customer Service Report

SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 2 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Introduction The assessment tasks for SITXCCS006 Provide service to customers are outlined in the assessment plan below. These tasks have been designed to help you demonstrate the skills and knowledge that you have learnt during your course. Please ensure that you read the instructions provided with these tasks carefully. You should also follow the advice provided in the Student User Guide . The Student Guide provides important information for you relating to completing assessment successfully. Assessment Requirements Performance Evidence Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:  identify customer requirements and provide quality customer service to three different internal and three different external customers to meet requirements  provide service to above customers in line with organisational customer service standards and within designated organisational response times  demonstrate procedures to respond to and resolve three different customer complaints according to organisational policies and procedures  demonstrate effective communication with the above internal and external customers, including any with special needs  seek formal and informal feedback from customers on above service.

SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 3 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Knowledge Evidence Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:  principles of quality customer service and positive communication  appropriate non-verbal communication for customer service:  body language  culturally specific communication customs and practices  dress and accessories  gestures and mannerisms  use of space  voice tonality and volume  methods for enhancing service delivery in response to staff and customer feedback  specific industry sector:  professional service standards expected of service industry personnel  attitudes and attributes expected by the service industries to work with customers  standards of personal presentation and hygiene  different customer service and communication expectations, especially those with special service needs  particular organisation:  types of customers  external  internal  new  regular or repeat

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SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 4 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K  visitors  designated response times for acknowledging customers and their enquiry  personal presentation and hygiene standards  customer service policies and procedures, in particular those for:  acknowledging and greeting customers  complaint and dispute management  empowerment of different levels of personnel to resolve complaints, disputes, service issues and customer compensation  loyalty programs  presentation standards for customer environment, customer service personnel, and documents and promotional materials  pricing guarantees  product quality  refunds and cancellation fees  response times  service guarantees  training staff for customer service and complaint handling  awareness of special needs, customs and practices of various social and cultural groups of customers in regards to:  modes of greeting, farewelling and conversation  body language and body gestures  formality of language  clothing  methods of collecting feedback:  formal:  surveys

SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 5 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K  interviews  structured questioning  informal:  observation  casual discussion  essential features, conventions and usage of different types of communication techniques and equipment. Assessment Conditions Skills must be demonstrated in an operational business environment where customers are served. This can be:  an industry workplace  a simulated industry environment. Assessment must ensure access to:  organisational policies, procedures and templates relating to:  customer service standards  designated response times  presentation standards  procedures for dealing with customer complaints  customer surveys and feedback collection  recording and reporting customer feedback  internal and external customers with different cultural backgrounds and special service needs with whom the individual can interact; these can be:  customers in an industry workplace during the assessment process; or  individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation. Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 6 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Version history Version Date Changes / Updates Approved 1.0 May 2021 Contextualized and formatted assessment tool CEO

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SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 7 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Assessment details There are four assessment tasks/methods of evidence gathering. You are required to complete it. Your trainer /assessor will advise when assessments are due. SITXCCS006 Provide service to customers describes the performance outcomes, skills and knowledge required to communicate effectively with and provide quality service to both internal and external customers. It requires the ability to establish rapport with customers, determine and address customer needs and expectations, and respond to complaints. For you to be assessed as competent, you must successfully complete four assessment tasks:  Assessment Task 1: Knowledge questions – You must answer all questions correctly.  Assessment Task 2: Customer service 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.  Assessment Task 3: Customer complaints resolution project – You are required to handle complaints from three customers, responding to the customers according to company policies and procedures.  Assessment Task 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.

SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 8 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Preparing for assessment Please read through all of the assessment tasks and related documents carefully before you get started. Ensure that you have everything that you need and seek clarification from your trainer, assessor or workplace supervisor if you have any questions. Supporting resources : Supporting resources include templates, journals, workbooks and portfolios which can be used to support you in providing evidence of your competence. Your assessor will provide you with these documents before you begin your assessment tasks. For this unit, the supporting resources comprise:  Customer Service Policy and Procedures (Assessment Task 2)  List of Services (Assessment Task 2)  Complaint Handling Policy and Procedures (Assessment Task 3)  Customer Service Policy and Procedures (Assessment Task 4)  Feedback Register (Assessment Task 4)  Customer Service Report Template (Assessment Task 4)

SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 9 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Assessment Task 1: Knowledge Questions Task Summary  This is an open book test – you can use a various learning resources including online materials, student guide and other reference resources available at the TasCollege to complete your task if required.  You must answer all the 12 questions correctly and sufficiently.  You must complete and submit an Assessment Cover Sheet with your assessment submission.  Write your answers in the space provided or you need to type and print a hard copy to submit (as per your trainer /assessor advice).  The assessment task is due on the date specified by your trainer/assessor.  Any variations to this arrangement must be approved in writing by your trainer/assessor. What do I need to complete this assessment task?  Access to Student Guide, Reference Text Books, and other learning materials  Access to the computer and the internet if you prefer to submit printed copy If I get something wrong, what do I need to do?  Consult with your trainer /assessor if your answers are marked unsatisfactorily and plan to resubmit as per their feedback – either in writing or verbally. What do I need to submit for this task?  A complete file of all questions’ answers

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SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 10 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Assessment submission You must complete and submit an Assessment Cover Sheet with your work. The assessment task is due on the date specified by your trainer/assessor. Any variations to this arrangement must be approved in writing by your trainer/assessor. Instructions  Read through all of the assessment task and related documents carefully before you get started.  Ensure that you have everything that you need and seek clarification from your trainer, assessor or workplace supervisor if you have any questions.  In this task, you are required to demonstrate the knowledge which you have acquired during the learning phase of this unit  Ensure that you: o review the advice to students regarding answering knowledge questions in the Student User Guide o comply with the due date for assessment which your trainer / assessor will provide o adhere with TasCollege ’s assessment submission guidelines o answer all questions completely and correctly o submit work which is original and, where necessary, properly referenced o submit a completed assessment cover sheet with your work o avoid sharing your answers with other students. Assessment information Information about how you should complete this assessment can be found in Appendix A of the Student User Guide . Refer to the appendix for information on:  where this task should be completed  the maximum time allowed for completing this assessment task  whether or not this task is open-book.

SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 11 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Note: You must fill up and submit the Assessment Coversheet with your assessment tasks submission. A template is provided as a separate document packed in the Student Resources Pack. Your assessor will provide you with these documents before you begin your assessment tasks.

SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 12 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Question 1: Explain three key principles of quality customer service.

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SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 13 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Question 2: Explain four types of positive communication that should be used to ensure quality customer service.

SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 14 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Question 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 Body language Culturally specific communication customs and practices Dress and accessories Gestures and mannerisms Use of space Voice tonality and volume

SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 15 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Question 4 : Explain how feedback from staff and customers can be used to enhance customer service.

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SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 16 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Question 6: Thinking about the qualification you are studying and the industry you would like to work in, answer each of the following questions: a. Describe at least three professional service standards and protocols for staff. b. Describe at least three attitudes and attributes that would be expected to work with customers. c. Describe at least three key customer service needs and communication expectations in the industry. d. Describe expected standards for personal presentation and hygiene. e. Describe customer service and communication needs that may arise for specific customers such as those with languages other than English.

SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 17 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Question 7 : Explain five main types of customers that companies engage with.

SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 18 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Question 8: Choose a company you are familiar with and/or would be interested in working for. Answer each of the following questions. a. What does the company say its response time is for providing services and resolving complaints? How does this compare to other companies? b. What are its personal presentation and hygiene standards?

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SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 19 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Question 8: Review the table below and explain why it is important for customer service to address this. Behaviour Importance for customer service Acknowledging and greeting customers Complaint and dispute management Empowerment of different levels of personnel to resolve complaints, disputes, Service issues and customer compensation Loyalty programs Presentation standards for customer environment, customer service personnel, and documents and promotional materials

SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 20 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Pricing guarantees Product quality Refunds and cancellation fees Response times Service guarantees Training staff for customer service and complaint handling

SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 21 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Question 9: Choose two cultural groups you know about and for each describe the following in relation to customer service: a. modes of greeting, farewelling and conversation b. body language and body gestures c. formality of language d. clothing expectations for customer service staff

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SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 22 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Question 10: Explain each of the following methods of collecting feedback: a. surveys b. interviews c. structured questioning d. observation of customers e. casual discussion

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SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 23 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Question 11 : Explain three types of communication techniques, including key features.

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SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 24 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Question 12 : Explain three types of communication equipment that can be used in customer service.

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SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 25 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Assessment Task 2: Customer Service Role Plays Task Summary  In this task, you 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.  You will participate in 3 roleplays with customers to find out about their needs and provide the required services.  You are then required to provide the required services to the customer.  Following the roleplays, you will need to liaise with three internal customers in order to resolve customer issues.  You will need access to: o your Customer Service Policy and Procedures o your List of Services .  Ensure that you: o review the advice to students regarding answering knowledge questions in the Student User Guide o comply with the due date for assessment which your trainer / assessor will provide o adhere with TasCollege ’s assessment submission guidelines o answer all questions completely and correctly o submit work which is original and, where necessary, properly referenced o submit a completed assessment cover sheet with your work o avoid sharing your answers with other students.

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SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 26 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Assessment information Information about how you should complete this assessment can be found in Appendix A of the Student User Guide . Refer to the appendix for information on:  where this task should be completed  the maximum time allowed for completing this assessment task  whether or not this task is open-book. Note: You must fill up and submit the Assessment Coversheet with your assessment tasks submission. A template is provided as a separate document packed in the Student Resources Pack. Your assessor will provide you with these documents before you begin your assessment tasks.

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SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 27 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Activities Complete the following activities: Carefully read the following scenario. 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. 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

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SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 28 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K example, through face to face means, by telephone or in writing. 2. Send an 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. 3. 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.

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SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 29 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K  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. 4. Follow-up after the meeting. Follow up the customer’s requests for information that you were unable to answer. This will be an email to the appropriate staff member as set out in the Customer Service Policy and Procedures and within the designated timelines.

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SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 30 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Assessment Task 3: Customer Complaints Resolution Project Task Summary  You are required to handle complaints from three customers, responding to the customers according to company policies and procedures.  You are required to handle complaints from three customers, responding to the customers according to company policies and procedures.  You will need access to: o your Complaint Handling Policy and Procedures .  Ensure that you: o review the advice to students regarding answering knowledge questions in the Student User Guide o comply with the due date for assessment which your trainer / assessor will provide o adhere with TasCollege ’s assessment submission guidelines o answer all questions completely and correctly o submit work which is original and, where necessary, properly referenced o submit a completed assessment cover sheet with your work o avoid sharing your answers with other students.

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SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 31 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Assessment information Information about how you should complete this assessment can be found in Appendix A of the Student User Guide . Refer to the appendix for information on:  where this task should be completed  the maximum time allowed for completing this assessment task  whether or not this task is open-book. Note: You must fill up and submit the Assessment Coversheet with your assessment tasks submission. A template is provided as a separate document packed in the Student Resources Pack. Your assessor will provide you with these documents before you begin your assessment tasks.

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SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 32 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Activities 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. The checklist should be used 3 times, one for each customer. Three checklists are included. 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.

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SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 33 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K  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 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.

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SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 34 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Assessment Task 4: Customer Service Report Task Summary  You are required to review a Feedback Register and develop a report recommending ways to improve service delivery for the case study organisation.  You are required to review the organisation’s Feedback Register and, based on your review, develop a report recommending ways to improve service delivery for the Bridge Hotel.  You will need access to: o your Customer Service Policy and Procedures o your Feedback Register o your Customer Service Report Template .  Ensure that you: o review the advice to students regarding answering knowledge questions in the Student User Guide o comply with the due date for assessment which your trainer / assessor will provide o adhere with TasCollege ’s assessment submission guidelines o answer all questions completely and correctly o submit work which is original and, where necessary, properly referenced o submit a completed assessment cover sheet with your work o avoid sharing your answers with other students.

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SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 35 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Assessment information Information about how you should complete this assessment can be found in Appendix A of the Student User Guide . Refer to the appendix for information on:  where this task should be completed  the maximum time allowed for completing this assessment task  whether or not this task is open-book. Note: You must fill up and submit the Assessment Coversheet with your assessment tasks submission. A template is provided as a separate document packed in the Student Resources Pack. Your assessor will provide you with these documents before you begin your assessment tasks.

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SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 36 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K Activities 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.

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SIT30816 Certificate III in Commercial Cookery Assessment Tool – SITXCCS006 Provide service to customers | Page 37 of 37 V1.0: May 2021, Approved: QAC International College of Tasmania Pty Ltd trading as: TasCollege RTO Code: 45352 | CRICOS Code: 03683K 2 Send an 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.

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SITXCCS006_V1.0_Assessment 1 & 2 Completed

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