Answerbook. Tanvir Singh, 13250716, SITXCCS008
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CERTIFICAT
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Information Systems
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Dec 6, 2023
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Course Title
Unit Code and Title
SITXCCS008, Develop and manage quality customer service practices.
Assessment Task No. / Title
Unit Skills Assessment (USA)
Trainer Name
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Fill out the Assessment Submission form to the documents you are submitting to be
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Please answer each question on a separate page provided and clearly indicate the
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Complete your USA here.
Unit Skills Assessment (USA) Task 1: A. Questionnaires:
Points to consider: Bookings Staff Presentation / Greeting / Hosting Dealing with complaints Participation in developing customer service practices
Questionnaire for internal customer (staff):
Question
Answer
What method do you prefer for booking? Online or face to face?
Online
Are you flexible handling our both booking systems?
No
Are you happy with our personal presentation criteria?
No
Do you think that our customer greeting approach is good?
Yes
How confident are you to handle any customer complaint?
Very Low
Do you understand the whole complaint resolving procedure?
No
Are you interested to take part in the process for developing customer service practices?
Yes
Questionnaire for external customer (customers):
Question
Answer
Are you happy with our Online and face to face booking system?
Online
Do you think that our staff is efficient while they make booking for you?
Yes
Is our online booking system works effectively for you?
Yes
Are you happy with our staff presentation?
Yes
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Are you satisfied with the welcome process
by our staff?
Yes
Are you happy with our complaint handling process?
No
Do you have any suggestion for our complaint handling process?
No
B: Customer and Employee Survey:
5 surveys for staff Survey 1:
Question
Rating (1-5)
Rate our online and face to face booking system
3
Our booking systems are flexible.
3
Standard for personal presentation and hygiene for staff are well maintained.
2
Rate our customer greeting approach.
3
Rate our complaint handling procedure.
2
Involvement of staff in the development of customer service practices and policy and procedures.
1
Survey 2:
Question
Rating (1-5)
Rate our online and face to face booking system
4
Our booking systems are flexible.
3
Standard for personal presentation and hygiene for staff are well maintained.
2
Rate our customer greeting approach.
3
Rate our complaint handling procedure.
3
Involvement of staff in the development of customer service practices and policy and procedures.
3
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Survey 3:
Question
Rating (1-5)
Rate our online and face to face booking system
3
Our booking systems are flexible.
3
Standard for personal presentation and hygiene for staff are well maintained.
5
Rate our customer greeting approach.
4
Rate our complaint handling procedure.
2
Involvement of staff in the development of customer service practices and policy and procedures.
5
Survey 4:
Question
Rating (1-5)
Rate our online and face to face booking system
3
Our booking systems are flexible.
3
Standard for personal presentation and hygiene for staff are well maintained.
3
Rate our customer greeting approach.
3
Rate our complaint handling procedure.
5
Involvement of staff in the development of customer service practices and policy and procedures.
4
Survey 5:
Question
Rating (1-5)
Rate our online and face to face booking system
3
Our booking systems are flexible.
5
Standard for personal presentation and hygiene for staff are well maintained.
4
Rate our customer greeting approach.
5
Rate our complaint handling procedure.
2
Involvement of staff in the development of customer service practices and policy and procedures.
3
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5 surveys for customers
Survey 1:
Question
Rating (1-5)
Rate the flexibility of our both booking system.
3
Rate the efficiency of our staff while making any booking.
4
Rate our staff presentation.
3
Rate our complaint handling process.
2
Effectiveness of the time frame in resolving
complaints.
3
Survey 2:
Question
Rating (1-5)
Rate the flexibility of our both booking system.
3
Rate the efficiency of our staff while making any booking.
4
Rate our staff presentation.
4
Rate our complaint handling process.
5
Effectiveness of the time frame in resolving
complaints.
5
Survey 3:
Question
Rating (1-5)
Rate the flexibility of our both booking system.
4
Rate the efficiency of our staff while making any booking.
5
Rate our staff presentation.
2
Rate our complaint handling process.
3
Effectiveness of the time frame in resolving
complaints.
3
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Survey 4:
Question
Rating (1-5)
Rate the flexibility of our both booking system.
3
Rate the efficiency of our staff while making any booking.
3
Rate our staff presentation.
3
Rate our complaint handling process.
4
Effectiveness of the time frame in resolving
complaints.
5
Survey 5:
Question
Rating (1-5)
Rate the flexibility of our both booking system.
5
Rate the efficiency of our staff while making any booking.
5
Rate our staff presentation.
4
Rate our complaint handling process.
4
Effectiveness of the time frame in resolving
complaints.
3
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C. Post Survey Assessment Activity: SWOT analysis: Strengths, Weaknesses, Opportunities and Threats:
Good location: The restaurant is in an excellent location and has a prominent view of the Coral Sea.
Recent refurbishments enhance the restaurant ambience: In the event that clients are awkward with the feel, they'll cease from eating at restaurant.
Issues with booking and customer handling: Tending to client objections needs persistence and time, nonetheless, organizations need to track down approaches to settling the questions for creating more noteworthy business achievement.
Issues with staff incompetency or lack of training: Representatives who have not been prepared as expected will create less work and of lower quality.
Long waiting: It turns an ultimate risk of having an awful standing locally.
Lack of customer complaint policy and procedure: Loss of referral business.
No Customer Service Standards document: poor customer experience and cannot maintain quality of customer service.
No customer complaint form: Organization cannot improve service education.
Online booking is a good opportunity: It assists you with developing your business.
Development and implementation of a strong customer service policy and procedures is another good opportunity: It shows that the organization is in charge and stable, giving affirmation to both staff and the overall population.
Severe competition: It can drive lower costs to remain cutthroat, diminishing net revenues for every deal or administration.
Loss of reputation and goodwill due to pathetic customer services: Organizations conveying unfortunate client assistance lose client dedication.
PESTLE analysis: Page 8
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Political, Economic, Social, Technological, Legal, Environmental issues:
Change in government: Associations ought to be versatile to as required change in accordance with these movements and plan business methodology.
Economic downturn could give tough time to restaurant businesses: Associations ought to manage orderliness and tidiness while finishing cooking, squeezing, and passing errands on to keep the standards associated with prosperity and security.
Labor shortage: Creating work costs can include stress for the restaurant business. It will
incite less advantage for the owners.
Change in demography: Associations ought to plan their assets well, recalling this variable.
Introduction of new and advanced technology: The colleague of the latest programming with manage the records of associations can incite not so much goofs but rather more advantage.
Change in Laws and regulation in the industry: With the advancing guideline, associations ought to similarly change their procedures to create and expand.
Natural disasters and extreme weather conditions: it might bring about famishment.
New environmental regulations: The business ought to work in a joint exertion with the public power. It will help with cutting down the risks of natural damage, which can occur because of them.
Pandemic: it might bring about accumulating and food deficiencies. D. Policy and Procedures:
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Booking Policy and procedure: Introduction: The booking policy and procedure has been developed to maintain the booking system efficiently. Customer service statement: To provide excellent booking experience to all of our clients for online and face to face booking. Online booking: • Online booking can be done through the website and mobile application • On site payment • Online payment • Facilities to update and cancel bookings online • 24/7 online assistance Use of social media: • Facebook and Instagram pages to provide feedback • Menu • Photos • Special event information Other booking systems: Booking can be done over the phone in advance.
Roles and responsibilities: • Making bookings properly • Record bookings on time • Save the record of booking in proper place • Inform other staff • Look after about any special requests • Attend regular staff training • Address any problems or issues Summary: • Introduction • Customer service statement • Online booking • Use of social media • Other booking systems • Roles and responsibilities • References
Staff Presentation / Greeting / Hosting Policy and procedure
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Introduction: All customers will be greeted and treated in a professional manner. Customer service statement:
To give positive impression about staff presentation, hygiene and greeting to customers General customer service etiquettes:
Smiley Face
Positive body language
Well-mannered approach Customer handling and greetings:
Welcome customers cordially.
Make them seated.
Ask for help.
Listen customers carefully. Roles and responsibilities:
Maintain the presentation standard.
Maintain good personal hygiene at all the times.
Using proper techniques to greet and handle customers.
Attend regular staff meeting.
Address any problem or issues. Summary:
Introduction
Customer service statement
General customer service etiquettes
Customer handling and greetings
Roles and responsibilities
References
Complaint handling policy and procedure: Introduction: Page 11
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Good complaint handling ability of organization increase customer base as well as develop
reputation in market. Customer service statement: Assist customers and give appropriate solution of their complaints. Roles and responsibilities:
Regular conduct of customer surveys
Analyse the feedback.
Regular reviewing of customer’s feedback
Inform the authority.
Complaints resolution within the time frame
Action and improvements Other options: If customers are not happy with the resolution, then they can take the matter to regulatory authority. Summary:
Introduction
Customer service statement
Roles and responsibilities
Other options
References
E. Presentation: 1. E-mail: Page 12
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Dear All, This is to inform you that the restaurant management has finalized customer service policy
document which details various customer services related procedures. The staff in the customer services area should fully familiarize themselves with this policy document and various customer service procedures. In order to facilitate this process, the Customer Service Manager has decided to conduct a training session on the proposed customer services policy document. You are all, hereby, requested to please attend this mandatory training session on 29.10.2022 at 10:00 am. The training session will be held in the conference room. Kindly acknowledge this invitation via return email. Thanks. Customer Service Officer
2. Meeting Agenda:
Date: 29.10.2023
Time: am/pm
10:00 am
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Location:
Conference room
Meeting type:
Customer service Policy discussion
Meeting called by:
Customer service manager
Timekeeper:
NA
Attendees:
Customer service manager, customer service officers, all staff
Other present:
NA
Absentees:
NA
Meeting started at: 10:00 am
Meeting item
Presenter
Allotted time
Where can staff find the proposed policy and procedure document
Customer service manager
30 Mins
Staff new Customer Service
related KPIs, matrix below, which should be in line with the proposed policy document
Customer service manager
30 Mins
Staff role on dispute resolution
Customer service manager
1 Hour
Staff monitoring mechanism
to ensure quality customer service standards are met
Customer service manager
30 Mins
Feedback session
Customer service manager and all staff
30 Mins
3. Presentation:
Presentation has been attached.
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4. Meeting minutes:
Date: 29.10.2023
Time: am/pm
10:00 am
Location:
Conference room
Meeting type:
Customer service Policy discussion
Meeting called by:
Customer service manager
Timekeeper:
NA
Attendees:
Customer service manager, customer service officers, all staff
Other present:
NA
Absentees:
NA
Meeting started at: 10:00 am Main points discussed:
• Where can staff find the proposed policy and procedure document • Staff new Customer Service related KPIs, matrix below, which should be in line with the proposed policy document • Staff role on dispute resolution • Staff monitoring mechanism to ensure quality customer service standards are met
Decisions taken: • To increase training frequencies • To update rosters • To update the version of the policy into new version • To provide criteria focused training • Focus on online booking system
Documents provided/circulated: • Copy of Customer service Policy • Meeting agenda and meeting minutes from previous meeting • Customer feedback forms • Staff feedback forms • Data from previous year
Next meeting: In 3 months’ time.
Task 2:
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A. Training session
TRAINING/COACHING SESSION TEMPLATE General Information
Training Name:
Training on new Customer Services Policy and Procedures
Trainer:
Duration:
1 full day
Email Address
: tanvirs@gmail.com
Expected Outcomes(s): What will participants gain from this session?
• Zero customer complaints • Good customers handling • Happy customer base • Positive response in customer surveys (>80% score) • Acceptance and understanding of New Customer Service related KPIs by all the training participants • Awareness on monitoring mechanism to ensure quality customer service standards are
met
Training Session Description: How will you achieve these outcomes?
Through discussion on policy document, power point presentation, role play, short quiz, creating awareness on new KPIs, etc.
Element, Goal(s) & Indicator(s)
Identify from the curriculum which element(s), goal(s) and/or indicator(s) are covered.
Activity In each box, describe each activity that you
plan to run or ran in this training session.
Materials
What do you need to run the activity?
Time
How much time is required?
What are participant s doing?
Do, Reflect, Generalize, Apply
Customer
Service Policy and Procedures
Discuss new changes on Customer Service Policy and Procedures
Provide policy documents to staff.
Printed policy documents Power Point Presentations
Training material
1 hour
Listening
Customer Service Standards
Discuss Customer Service Standards Power Point Presentations Training 1 Hour
Listening Participating in group Page 16
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Discuss customer feedback.
Discuss proposed KPI’s.
material Coloured pictures with written instructions
discussion and role plays Watching You tube videos.
Asking questions Attempting short quiz
Face to face service
Discuss Customer Service Policy and Procedures
Provide policy documents to staff
Policy document Power Point Presentations Training material
1 Hour
Listening Participating in group discussion and role plays
Watching You tube videos. Asking questions
Telephone Service
Discuss Customer Service Policy and Procedures
Provide policy documents to staff
Policy document Power Point Presentations Training material
1 Hour
Listening Participating in group discussion and role plays
Watching You tube videos. Asking questions
Product and service information
Provide documents to staff
Power Point Presentations Training material
1 Hour
Watching You tube videos. Asking questions
Staff roles and responsibilities
Provide policy documents to staff.
Policy document Power Point Presentations
1 Hour
Listening Participating in group discussion and role plays Watching You tube videos. Asking Page 17
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questions
Handling customer complaints
Discuss new policy on Customer Complaint Make staff role on customer complaints clearer with discussion on related KPIs.
Show interesting You tube on customer complaints handling process.
Conduct short quiz. Do some small role plays
Policy document Power Point Presentations Training material
1 Hour
Listening Participating in group discussion and role plays
Watching You tube videos. Asking questions
Attempting short quiz
Monitoring and evaluation process
Discuss monitoring and evaluation process.
Discuss monitoring methods. Discuss evaluation criteria
Power Point Presentations
Training material
1 Hour
Listening Asking questions
FEEDBACK REVIEW FORM (1)
Topic:
Customer Service Standards Staff name:
John Date:
29.10.2023 Trainer’s name
: Page 18
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Dear Mr./Mrs. _______________John____________ Please comment on the discussion held by submitting your written suggestions in the following space provided:
Extensive training for all customer service standard criteria
Proper demonstration training
Coaching and mentoring program
Options for professional development
Thank you for taking the time to provide your feedback. Name: FEEDBACK REVIEW FORM (2)
Topic:
Product and service information Staff name:
Maria
Date:
29.10.2023 Trainer’s name
: Dear Mr./Mrs. _______________Maria____________ Page 19
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Please comment on the discussion held by submitting your written suggestions in the following space provided:
Brochures and leaflets for products and services
Online materials for all promotions
Detailed product and service knowledge provide by manager
Thank you for taking the time to provide your feedback. Name: FEEDBACK REVIEW FORM (3)
Topic:
Face to Face service Staff name:
Lira Date:
29.10.2023 Trainer’s name
: Dear Mr./Mrs. _______________Lira____________ Please comment on the discussion held by submitting your written suggestions in the following space provided:
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Show up really intrigued by the client as well as their circumstance
Get flawlessly from a past partner's discussion with the client.
Show sympathy when the client shares a troublesome or unfortunate experience.
Make a special effort to track down the best answer for the client.
Thank you for taking the time to provide your feedback. Name: FEEDBACK REVIEW FORM (4)
Topic:
Telephone Service Staff name:
Tommy Date:
29.10.2023 Trainer’s name
: Dear Mr./Mrs. _______________Tommy____________ Please comment on the discussion held by submitting your written suggestions in the following space provided:
Try not to require the guest to briefly wait for a significant stretch
Permit clients to be heard and pose the right inquiry to separate the right data.
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Thank you for taking the time to provide your feedback. Name: FEEDBACK REVIEW FORM (5)
Topic:
Handling customer complaints Staff name:
Ponny Date:
29.10.2023 Trainer’s name
: Dear Mr./Mrs. _______________Ponny____________ Please comment on the discussion held by submitting your written suggestions in the following space provided:
Apply accurate tools to supervise complaints
Recommend consistent support
Thank you for taking the time to provide your feedback. Name: Page 22
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B. Assess effectiveness of practices against policy and procedures:
Extensive training for all customer service standard criteria
Proper demonstration training
Mentoring program
Options for professional development
Brochures and leaflets for products and services
Online materials for all promotions
Detailed product and service knowledge provide by manager.
Show up really intrigued by the client as well as their circumstance.
Get flawlessly from a past partner's discussion with the client.
Show sympathy when the client shares a troublesome or unfortunate experience.
Try not to require the guest to briefly wait for a significant stretch.
Permit clients to be heard and pose the right inquiry to separate the right data.
Make a special effort to track down the best answer for the client.
Apply accurate tools to supervise complaints.
Recommend consistent support.
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C. Recommendations and Policy Document Update
: Recommendations and adjustments for the proposed customer service policy document: Customer Service Standards:
Organizing extensive training for all customer service standard criteria
Providing proper demonstration training Product and service information:
Printing out enough brochures and leaflets for products and services
Circulate online materials for all promotions. Face to face service:
Show up really intrigued by the client as well as their circumstance.
Get flawlessly from a past partner's discussion with the client.
Show sympathy when the client shares a troublesome or unfortunate experience.
Try not to require the guest to briefly wait for a significant stretch. Telephone Service: Page 24
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Permit clients to be heard and pose the right inquiry to separate the right data.
Make a special effort to track down the best answer for the client. Handling customer complaints:
Apply accurate tools to supervise complaints.
Recommend consistent support. New version number:
Customer Service Policy and Procedures Version 2
D. Communicate changes to staff: E-mail: Dear All, This is to inform you that the customer service policy and procedures has been updated as
per the feedback gathered from all staff. All recommendations are considered and then the
management has come to a conclusion and finalized the customer service policy and procedures. The new version number of the Customer Service Policy and Procedures is Version 2 The new customer service policy and procedures can be found in the company website and one copy of the customer service policy and procedures will be sent to all of you via e-
mail. Thanks. Customer Service Officer
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