SITXCCS007 Assessment task 1 and 2

Global Institute Level 7, 140 Elizabeth Street, Sydney NSW 2000 Ph: 02 8076 8000 Email: studentservices@globalinstitute.edu.au Unit of Competency Final Result Student Name THAMMARAT RATTANACHAN Student ID GI210091 Trainer/Assessor Name Iswan Mastro Unit Code / Unit Name SITXCCS007 Enhance customer service experiences Assessment Satisfactor Not Yet Did not Submit Assessment 1 □ □ □ Assessment 2 □ □ □ Online Assessment □ □ □ Learner Reflection Evidence □ □ □ Final Result: □ Competent □ Not Yet Competent Trainer/Assessor Feedback Student Declaration : I declare that I have been assessed in this unit. I have been advised of my result and I have received a photocopy, I also am aware of my appeal rights. Name : Thammarat Rattanachan ________________________ Signature : Thammarat ________________________ Date : 15/12/21 Trainer/Assessor Declaration: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback Name : Signature : Date : ____ /_____ /_____ Global Institute V2.1 Jan 2021 Page 1 of 35

Global Institute Level 7, 140 Elizabeth Street, Sydney NSW 2000 Ph: 02 8076 8000 Email: studentservices@globalinstitute.edu.au Assessment Cover Sheet Student Name THAMMARAT RATTANACHAN Student ID GI210091 Unit Code / Unit Name SITXCCS007 Enhance customer service experiences Assessment No. 1 Date of Submission 15/12/21 Student Declaration : I certify that:  I declare that the work submitted is my own, and has not been copied or plagiarised from any person or source.  I have read the Assessment and Student Handbook and I understand all the rules and guidelines for undertaking assessments.  I give permission for my assessment material to be used for continuous improvement purposes. Student Signature: Thammarat Date: 15/12/21 Result: □ Satisfactory | □ Not Satisfactory Trainer/Assessor Feedback Student Declaration: I declare that I have been assessed in this unit, and I have been advised of my result. I also am aware of my appeal rights. Name: THAMMARAT RATTANACHAN Signature: Thammarat Date: 15/12/21 Trainer/Assessor Declaration : I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback Name: ____________________________ Signature: __________________________ Date: ____/_____/_____ Tear off from here………………………………………………………………………………………………… ............................................. ................................ Assessment Acknowledgement Receipt Global Institute V2.1 Jan 2021 Page 2 of 35

Global Institute Level 7, 140 Elizabeth Street, Sydney NSW 2000 Ph: 02 8076 8000 Email: studentservices@globalinstitute.edu.au Assessment Task 1 – Questions and Answers Performance objective Student will demonstrate skills and knowledge required to provide professional and personalised customer service experiences. It requires the ability to determine and meet customer preferences, develop customer relationships, respond to difficult service situations, and take responsibility for resolving complaints. The assessment task is due on the date specified by your assessor. Assessment description Students are required to choose an industry and answer all the questions in the procedure section. Procedure Choose an area relevant to your area of training in the Tourism, Hospitality and Events Industry. This may include Accommodation Services, Front Office, Cookery, Food and Beverage, Tourism, Travel or Events. Respond to each of the following questions with appropriate contextual responses. Each question must be completed. 1. Provide an overview of the characteristics of customers you typically would encounter in your chosen field of training. Describe their likely needs and expectations as well as any special needs. Field of Training: Restaurant and Café Demographic: age, gender, income, culture, family type - Customers of different ages look at different aspects of products and services when making their selection - Most of office workers usually come to restaurant on lunch time - Teenagers and middle-age customers usually come to have their dinner rather than lunch time. Geographic: country, state, city, town, suburb - Most of customers are living in city CBD and travelling 3 kilometers of where they live. Behavioral: lifestyle, social group, shared values or attitudes - Young adult or teenager is prefer to order a food individually or separately with their friends - Family or middle-age customer is prefer to order food-sharing with various dishes Global Institute V2.1 Jan 2021 Page 4 of 35

Global Institute Level 7, 140 Elizabeth Street, Sydney NSW 2000 Ph: 02 8076 8000 Email: studentservices@globalinstitute.edu.au 2. Provide 2 examples of products and services you offer in your chosen field. Imagine you are talking to a customer and briefly describe each of the products and services. Drinks: beer, wine, whisky, cocktails and non-alcoholic drinks Steak: scotch fillet or wagyu fillet Level: Well-done, Medium well, Medium-rare and etc. 3. Provide 3 examples of add-ons and extras available in your area and explain the benefits or advantages to the customer if taken as a package. 1. Add $2 to get a soft-drink in the meal (Soft-drink costs $4 if buy separately) 2. Add $3 to get an entrée on side of the meal (Entrée costs 6$ if buy separately) 3. Paying by cash, get a free soft-drink (No need to pay an extra if customers pay cash) 4. Choose 1 of the add-ons or extras and describe 2 methods for how you could effectively sell the additional item. Buy 1 get 1 free for any Entrée 1. Flyers, banners, and pamphlets are excellent offline marketing tools. You can put the “Buy one gets one offer” on a banner for many people to see. 2. You can also utilize the social media pages of the company on Facebook, or Instagram in order to inform them of the existing promotion. 5. Provide 2 examples for how you could anticipate the needs of your customers in your service area. This may include special provisions dependent on special needs, service situation, preferences etc. 1. Non-English-Speaking Customers - Speak slowly and clearly, but not loudly - Use pictures of dishes - Use hand gesture Customers with all above concerns, staff need to communicate with them clearly and understand what they really need in your product and service. 2. Customers with Disabilities - Customers in wheelchairs or with dog-assistance, they might need to sit nearby the entrance to get off easily when they finish the meal 6. How will you ensure all products and services are packaged or actioned before customer delivery, including any variations, add-ons or special requests? How does this enhance the standard level of customer service? Global Institute V2.1 Jan 2021 Page 5 of 35

Global Institute Level 7, 140 Elizabeth Street, Sydney NSW 2000 Ph: 02 8076 8000 Email: studentservices@globalinstitute.edu.au - To fully comprehend the issue that the guest has raised, paraphrase what you have heard and repeat it to the guest to make sure that you understood the complaint  Respond - Advise the guest of the possible solutions and mutually reach a suitable outcome  Act - Complaint handling should take priority, as delaying action will make the matter worse  Follow up - Regardless of who solved the problem, it is polite that the original recipient follows up with the customers, confirming that the matter has been satisfactorily resolved 11.Provide 2 examples of promotional items or initiatives which could be used in your service area, e.g. loyalty programs, and explain how these would be used effectively.  Loyalty card - 1 dollar could get 1 point, when collect 30 points, and customer could get a free drink  Happy hour - On weekend, we have happy hour, purchase one beer can get another one free between 5 PM till 6 PM 12.Develop a customer feedback form which would allow collection of: a. Details of customers to establish a database - Giving a costumer a special and nice card when they see the offers and points with buying - Moreover, giving a free cake when they want to celebrate their birthday b. Responses to questions enquiring about the product and services you provide in your service area - Having a good training staff when a customer wants to ask some questions about the service c. Additional comments or feedback from customers - Check the reviews of our place on google such as feedback or comments - Make survey as comments and feedback Global Institute V2.1 Jan 2021 Page 7 of 35

Global Institute Level 7, 140 Elizabeth Street, Sydney NSW 2000 Ph: 02 8076 8000 Email: studentservices@globalinstitute.edu.au d. Special preferences of a customer - Special offers and discounts for the costumer 13.Explain how you will evaluate this feedback form, how you would utilize the collected data and how this would be useful to develop an ongoing customer relationship.  According to this feedback, overall, the customer is quite satisfied about our service. However, they have mentioned about our tables are too small, we may adjust our space to make all the customers feel comfortable when they are enjoying the food 14. List an example for customer with special needs or disabilities you may encounter in your work area. What are special requirements are likely for the examples you have provided?  A customer has lactose intolerance, so we provide soy milk, almond milk, lactose free milk  A customer has coeliac disease, so we provide gluten free or low gluten food  For vegetarian customer, we have vegetarian option such as garden salad or some open sandwich 15.List 2 factors which must be considered when you need to compensate a customer to ensure both, the interest of the business and the customer are satisfied?  For customers who have waited too long for their food or get the wrong items, we could provide a 5% off discount or a free drink  When we face to a customer who is unsatisfied with our product and service at the restaurant, we would provide a voucher for discount or refund. Global Institute V2.1 Jan 2021 Page 8 of 35

Global Institute Level 7, 140 Elizabeth Street, Sydney NSW 2000 Ph: 02 8076 8000 Email: studentservices@globalinstitute.edu.au  principles and benefits of enhanced customer service experiences and positive communication  techniques to anticipate customer preferences, needs and expectations throughout the service experience  conflict resolution techniques  methods for enhancing service delivery in response to staff and customer feedback  various extras and add-ons to enhance the customer experience  procedures for responding to the common customer complaints  methods of compensating dissatisfied customers  factors to consider when determining compensation of dissatisfied customers:  awareness of special needs, customs and practices of various social and cultural groups of customers  methods of collecting feedback  Essential features, conventions and usage of different types of communication techniques and equipment Global Institute V2.1 Jan 2021 Page 10 of 35

Global Institute Level 7, 140 Elizabeth Street, Sydney NSW 2000 Ph: 02 8076 8000 Email: studentservices@globalinstitute.edu.au Assessment Cover Sheet Student Name THAMMARAT RATTANACHAN Student ID GI210091 Unit Code / Unit Name SITXCCS007 Enhance customer service experiences Assessment No. 2 Date of Submission 15/12/21 Student Declaration : I certify that:  I declare that the work submitted is my own, and has not been copied or plagiarised from any person or source.  I have read the Assessment and Student Handbook and I understand all the rules and guidelines for undertaking assessments.  I give permission for my assessment material to be used for continuous improvement purposes. Student Signature: Thammarat Date: 15/12/21 Result: □ Satisfactory | □ Not Satisfactory Trainer/Assessor Feedback Student Declaration: I declare that I have been assessed in this unit, and I have been advised of my result. I also am aware of my appeal rights. Trainer/Assessor Declaration : I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback Global Institute V2.1 Jan 2021 Page 11 of 35

Learner Reflection Evidence of Unit Completion Form Assessment Task 2 – Role play Performance objective Student will demonstrate skills and knowledge required to provide professional and personalised customer service experiences. It requires the ability to determine and meet customer preferences, develop customer relationships, respond to difficult service situations, and take responsibility for resolving complaints. The assessment task is due on the date specified by your assessor. Assessment description Students are required to perform 4 role plays providing services to external, internal customers and solving the customer complaint using the given scenario. Students need to provide short script of each role play. Procedure You are working as waiter/waitress in Global restaurant. Global restaurant is very popular for providing best quality service to their customers.  You will be performing role plays for 4 different scenarios in Appendix 1 fulfilling the following requirements:  identify customer requirements/ requests/ special needs and complaints using appropriate communication skills  communicate appropriately with internal customers to solve the problem of external customers  provide professional and personalized service to customers  In order to perform the role plays you need to demonstrate effective communication skills to deal with internal and external customers.  Seek feedback from customer using the feedback form provided.  Follow organisational policy and procedures provided in Appendix 2 Submissions You must: 1. Perform all 4 role plays to provide effective service to external and internal customer 2. Provide short script for all 4 role plays 3. Provide filled customer feedback form after receiving the feedback from customers 4. Analyze the feedback and provide suggestions for improvement in future in the provided space 5. Provide role play checklist filled by assessor LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 13

Learner Reflection Evidence of Unit Completion Form Your assessor will be looking for:  identify customer requirements and provide professional and personalised customer service experiences to two different internal and two different external customers to meet requirements  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 quality of above service  provide above service to above customers in line with organisational customer service standards and within designated organisational response times. LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 14

Learner Reflection Evidence of Unit Completion Form Suggestions for improvement to service procedures are made / / Comments: LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 16

Learner Reflection Evidence of Unit Completion Form Customer feedback form We will appreciate you taking the time to complete the following feedback form. It will help us to improve our services. Customer Name: Customer in scenario 1 1. How do you rate our Food Quality? Excellent Good Average poor 2. How do you rate the cleanliness of the restaurant? Excellent Good Average poor 3. How do you rate the order accuracy? Excellent Good Average poor 4. How do you rate the speed to service? Excellent Good Average poor 5. How do you rate the politeness of our staff? Excellent Good Average poor 6. How do you rate the complaint handling of our restaurant? Excellent Good Average poor 7. How do you rate overall service quality? Excellent Good Average poor Any comments or suggestions to improve our services Just be aware of undercooked food. Chef need to be careful and look after the food before the food being served to customer LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 17

Learner Reflection Evidence of Unit Completion Form Criteria – Role Play 3 Role Play 4 S NY S S NY S The presence of a customer is recognised and prioritised over any work duties undertaken / / The customer is greeted in a friendly, professional manner / / Appropriate Eye contact and body language used to serve the customer / / Active listening is used to identify customer’s needs, expectations and special requirements / / Appropriate products matching the customer’s need are advised and explained / / Relevant promotional products and appropriate add-ons and extras are offered / / Special requests and need is communicated to relevant stakeholders to ensure efficient and quality service delivery / / Special needs/request are checked and fulfilled before the product delivery / / The product and service is provided promptly and in professional manner / / Problems with product and services are identified and appropriate action taken / / Delays in service delivery are updated to customers in a timely fashion / / Appropriate alternatives are offered to customers / / Appropriate compensation is offered in line with organisational policies if required / / Appropriate questioning techniques are used to establish possible cause and detail of the complaint / / Take responsibility for resolving complaint in a professional manner / / Options for resolving complaint are determined and optimal solution provided according to organisational policy / / Complaints are resolved promptly to customer satisfaction and demonstrate high quality service / / Offer promotions to customer to promote repeat business according to organisational policy / / Personalized and quality service is provided to customers in professional manner / / Feedback is taken from customer on the quality of above services / / Feedback from customers is communicated internally with colleagues as relevant / / Suggestions for improvement to service procedures are made / / LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 19

Learner Reflection Evidence of Unit Completion Form Comments: LEARNER REFLECTIVE EVIDENCE OF UNIT COMPLETION FORM V2 26/8/20 20