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SIT50416 quality customer service

STUDENT ASSESSMENT BOOKLET
SIT50416
QUALITY CUSTOMER SERVICE
SITXCCS007 ENHANCE CUSTOMER SERVICE EXPERIENCES
SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES
SITXCOM005 MANAGE CONFLICT
WESTERN SYDNEY COLLEGE

Assessment Overview

  • This Student Assessment Booklet includes all your tasks for assessment of .

About your assessments

  • This unit requires that you complete 6 assessment tasks. You must complete all tasks to achieve competency for this unit/the units in this topic.

Assessment Task

About this task

Assessment Task 1: Written questions

You must correctly answer all questions in this task to show that you understand the knowledge required of this topic.

Assessment Task 2: Project

For this task you are required to complete a template to demonstrate the knowledge required for this topic in relation to the hospitality industry and your workplace.

Assessment Task 3: Workplace observations

For this task your assessor will visit your workplace to observe you interacting with customers. You will also be asked some verbal questions relating to this topic and will need to demonstrate customer complaint procedures.

Assessment Task 4: Case study

This project has two parts:

§ Part A requires you to do some research and develop customer service policies and procedures for three different areas of business that meets industry standards.

§ Part B requires you to monitor and adjust policies and procedures to ensure quality customer service delivery.

Assessment Task 5: Role plays

For this task you are required to complete seven role plays to demonstrate your communication, complaints resolution and conflict management techniques.

Assessment Task 6: Evaluations

This project has two parts:

§ For Part A you are required to send an evaluation report to management.

§ For Part B you are required to update policies and procedures as outlined in Part A‘s report and initiate training arrangements for employees.

Assessment plans

  • The following outlines the requirements of your final assessment for this unit. You are required to complete all tasks to demonstrate competency for the unit/s in this topic.
  • Your assessor will provide you with the due dates for each assessment task. Write them in the table below.

Assessment Requirements

Due date

1. Written questions

 

2. Project

 

3. Workplace observations

 

4. Case study

 

5. Role plays

 

6. Evaluations

 

Assessment Task Cover Sheet – Assessment Task 1

  • Students: Please fill out this cover sheet clearly and accurately. Make sure you have kept a copy of your work.

Assessment Task 1: Written questions

Task summary

  • You are to answer all written questions.

Resources and equipment required to complete this task

When and where do I need to complete this task?

  • This task may be done in your own time as homework or you may be given time to do this task in class (where applicable).
  • Your assessor will provide you with the due date for this assessment.

What do I need to submit?

  • Your answers to each question in this task.

Instructions

  • This is an open book test – you can use your learning materials as reference.
  • You must answer all questions in this task correctly.
  • You must answer the questions by typing your answers in Microsoft Word or a similar program – your assessor will advise as to whether you must email them your completed assessment, submit the file on a USB drive or hand in a hard copy.

Question 1

  1. List five principles of enhanced customer service experiences.
  2. What are five principles of positive communication?
  3. What are five benefits to a business of enhanced customer service experiences and positive communication?

Question 2

  • What are three techniques that can be used throughout the service experience to anticipate and determine customer preferences, needs and expectations?

Question 3

  • What are three ways customer feedback can enhance the service delivery provided by business?

Question 4

Provide an example for each scenario of how the following extras and add-ons may be offered to customers:

Additional destinations

 

Additional tours or cruises

 

Cocktails and liqueurs to enhance the dining experience

 

Coordination services at events and conferences

 

Entrance to events, festivals and entertainment scheduled during customer stay at destination

 

Entrance to major attractions at destination

 

Extra food items

 

Flight fuel emissions offset fee

 

Local guiding services

 

Optional meals and dining experiences

 

Prepayment of baggage charges

 

Prepayment of in-flight meals

 

Pre-travel seat selection

 

Private car transfers in lieu of regular transportation options

 

Special offers or packages

 

Specialised styling for events

 

Storage for luggage after check-out

 

Travel insurance

 

Upgraded accommodation and flights

 

Wine or boutique beers to match meals ordered

 

Question 5

  1. What are three signs that there may be conflict between work colleagues?
  2. In terms of conflict theory, briefly describe the following stages:
  • Latent stage
  • Perceived stage
  • Felt stage
  • Manifest stage
  • Aftermath stage.

Question 6

  1. In relation to conflict theory, what are three levels of conflict that can exist within an organisation?
  2. What may be contributing factors to conflict in a workplace? Describe three factors.

Question 7

  • In relation to conflict theory, what are three possible results of conflict that can exist within an organisation?

Question 8

  • Briefly describe the following conflict resolution techniques:
  • Assertiveness
  • Negotiation
  • Using appropriate communication.

Question 9

  • When may the following persons need to be involved in conflict situations?
  • Counsellors
  • Internal security staff
  • Mediators
  • Other staff members
  • Police
  • Senior staff.

Question 10

  1. What are possible causes of conflict in the tourism, travel, hospitality and event industries and their typical causes? Discuss three.
  2. What are three possible causes of conflict between staff in these industries?

Question 11

If a customer makes a cancellation, what are three requirements that will apply for a cancellation fee to be legally binding?

Question 12

  • If a business provides information to a customer about an impending price rise in an attempt to induce them to buy a product or service, what criteria must this information comply with in order to be legal under the Australian Consumer Law?

Question 13

  • What is the only condition under the Australian Consumer Law where a customer is entitled to ask for a replacement or refund for a product they have received?

Question 14

  • Under the Australian Consumer Law what three things must the supplier of a service guarantee?

Question 15

  • List five guarantees that a business gives when supplying goods or services according to Australian Consumer Law.

What do I need to hand in for this task?

Have I completed this?

Your answers to each question

o

Assessment Task 2: Project

Task summary

  • For this task you are required to complete a template to demonstrate the knowledge required for this topic in relation to the hospitality industry and your workplace.

Resources and equipment required to complete this task

  • Access to textbooks and other learning materials.
  • A computer with Internet access and Microsoft Word or similar software.

When and where should the task be completed?

  • This task may be done in your own time as homework or you may be given time to do this task in class (where applicable).
  • Your assessor will provide you with the due date for this assessment.

What needs to be submitted?

  • Completed template with all parts filled in.
  • Customer service standards of your workplace.

Instructions

  • This task requires you to answer questions related to where you work, have worked or have a work placement in a hospitality service environment, by filling in the template provided. Some questions are general industry related questions and some will be specific to your workplace. Copy this template into another Microsoft Word (or similar) document and adjust the rows as necessary. Ensure you complete all parts of the template.

You may need to find out additional information from your supervisor, colleagues or from the staff intranet. Ensure you have access to customer service policies and procedures and codes of practice that are industry relevant from your workplace in order to answer specific questions. You will not be asked to include copies of these policies and procedures, however you will need to reference them in your answers.

Policies, procedures and codes of practice need to include:

  • Customer service standards
  • Designated response times
  • Presentation standards
  • Customer surveys and feedback collection
  • Recording and reporting customer feedback.

1. What main products and/or services does the industry in which this business operates provide?

 

2. What are some of the professional service standards and protocols that are followed by the personnel in this industry? Print a copy of the service standards of your particular business and attach with this assessment task. Discuss how service standards are generally made available to customers in this industry.

 

3. Discuss the attitudes and attributes that are expected of employees in this industry.

 

4. Discuss some of the different customer service needs and expectations you have come across.

 

5. What customer loyalty programs are used in this industry? Describe how these loyalty programs work.

 

6. Discuss how customer databases are used in this industry and some of their essential features.

 

7. Discuss the designated response times for providing service and resolving complaints at your workplace.

 

8. Discuss the complaints handling procedure making reference to the customer complaints policy.

 

9. Where are the customer service policies and procedures kept; and how does management ensure that staff are up-to-date in their knowledge of the policies and procedures?

 

10. What promotional services are offered at your workplace?

 

11. Discuss the procedures for dealing with the following:

a) Incorrect pricing or quotes

b) Delays or errors in providing products or services

c) Misunderstanding of customer requests

d) Escalated complaints or disputes

e) Other team members or suppliers not providing special requests

f) Misunderstandings or communication barriers

g) Unmet expectations of, or problems or faults with a service or product.

 

12. Discuss the methods of performing the following and provide an example for each.

a) Negotiating with suppliers on behalf of customers to get reduced rates or extra services for them.

b) Providing a service free of charge.

c) Providing a service at a reduced rate.

d) Providing discount vouchers to attend at a future time.

e) Providing an inexpensive add-on product.

f) Providing a small gift to a customer.

g) Providing special attention during the service period.

h) Providing special customer service delivery on next attendance.

 

13. How are financial constraints of the organisation and the profitability of the sale taken into consideration when making the decision to provide customers with free or discounted services? Provide an example of making a decision about the profitability of providing a service free of charge or at a reduced rate and include calculations in your answers.

 

14. Choose a cultural group you have had dealings with before and answer the following questions.

a) What is the cultural group you have chosen and why?

b) Discuss the customary greetings, farewells and conversation of this cultural group.

c) Discuss the body language and body gestures associated with this cultural group.

d) Discuss the formality (or informality) of language associated with this cultural group.

e) Discuss the clothing sometimes worn by this cultural group.

f) What may be some special or additional requests this cultural group may have?

 

15. What are the roles and responsibilities of the following positions in providing quality customer service?

a) Management

b) Supervisors

c) Operational personnel

 

16. List three sources where you can find information on current service trends and changes that affect the service industry.

 

17. Discuss how following internal and external environmental changes may effect quality customer service planning:

a) Changes in the competitive environment

b) Economic climate

c) Introduction of new technologies or equipment

d) Management changes and organisational restructures

e) Recruitment practices

f) Trends in customer service preferences

 

18. What are three reasons a business may choose to join industry schemes and/or align with industry codes of conduct?

 

19. Discuss the following methods of formal and informal customer research and feedback:

a) Analysis of the competitive environment and industry trends in customer service

b) Customer service surveys with structured questions

c) Customer focus groups

d) Feedback from service delivery colleagues over the course of each business day

e) Questioning customers informally

f) Observing customers

g) Regular staff meetings that involve service discussions

h) Staff surveys

i) Internal customer surveys (colleagues/other departments etc)

j) Improvements suggested by customers involved in complaints or disputes

k) Improvements suggested by suppliers

l) Improvements suggested by staff, supervisors and managers

 

20. A business needs to constantly assess its effectiveness in customer service practices. Explain how the following can be done:

a) Examine the overall business performance

b) Monitoring the effectiveness of staff in meeting customer service standards

c) Monitoring the effectiveness of policies and procedures in explaining practices

 

21. How does your workplace review the numbers and natures of:

a) Complaints

b) Disputes

c) Customer responses

 

22. Making reference to your workplace’s policies and procedures, briefly discuss the following:

a) Presentation standards for the customer environment and for the customer service personnel

b) Pricing and service guarantees

c) Product quality

d) Refunds and cancellations

e) Customer service training

f) Technical training (systems and technology)

 

What do I need to hand in for this task?

Have I completed this?

Your completed template

o

Customer service standards

o

Assessment Task 3: Simulated Workplace observations

Task summary

  • For this task your assessor will visit your workplace to observe you interacting with customers. Your assessor will then ask you some verbal questions to confirm your knowledge about workplace requirements and you will need to demonstrate how customer complaints are resolved.

Resources and equipment required to complete this task

  • Access to the workplace environment that includes customers, colleagues and customer relationship management software

When and where do I need to complete this task?

  • You will do this task in the workplace environment during your assessor’s workplace visit.
  • Your assessor will provide you with the date of their workplace visit.

What do I need to submit?

  • You do not need to submit anything for this task.

Instructions

Your assessor will arrange a suitable time to visit you in your workplace to observe you interacting with customers, and then afterwards will ask you some verbal questions and demonstrate customer complaint procedures.

During the workplace visit, your assessor will be looking to see that you can:

§ Identify customer requirements for two different internal and two different external customer requirements

§ Anticipate, determine and confirm customer preferences, needs and expectations by using effective communication, active listening and questioning techniques.

§ Advise customers of products and services that meet their needs.

§ Promptly provide products and services to customers within designated timeframes.

§ Provide a professional yet personalised service to customers to encourage repeat business.

§ Use software to access and analyse customer information.

§ Offer your customers extras and add-ons, tailor made and/or additional services based on their customer profile.

§ Check actioning of any special requests made before customer delivery.

§ Liaise with your team members and suppliers to provide services.

§ Share information about customers with team members.

§ Maintain customer profiles to enhance service delivery.

§ Implement and monitor your workplace’s customer service practices as outlined in their policies and procedures.

§ Act as a positive role model for professional service standards expected.

§ Seek formal and informal feedback from staff and customers to improve performance of self and business.

What do I need to hand in for this task?

Have I completed this?

You do not need to hand anything in

NA

Assessment Task 3: Simulated workplace Observations - checklist

  • This task is to be assessed in the student’s workplace where they can be seen interacting with a number of customers and various requests. After the observation period, sit with the student and ask them the verbal questions, which will be followed by three scenarios where they will need to deal with customer complaints.
 

Yes

No

Comments

During the observation, did the student:

¨ Identify customer requirements for two different internal and two different external customer requirements?

¨ Anticipate, determine and confirm customer preferences, needs and expectations by using effective communication, active listening and questioning techniques?

¨ Advise customers of products and services that meet their needs?

¨ Promptly provide products and services to customers within designated timeframes?

¨ Provide a professional yet personalised service to customers to encourage repeat business?

¨ Use software to access and analyse customer information?

¨ Offer customers extras and add-ons, tailor made and/or additional services based on their customer profile?

¨ Check actioning of any special requests made before customer delivery.

¨ Liaise with team members and suppliers to provide services?

¨ Share information about customers with team members?

¨ Maintain customer profiles to enhance service delivery?

¨ Implement and monitor their workplace’s customer service practices as outlined in their policies and procedures?

¨ Act as a positive role model for professional service standards expected.

¨ Seek formal and informal feedback from staff and customers to improve performance of self and business? (E.g. discussion and survey)

     

Ask the student the following verbal questions:

1. Discuss how you seek feedback from staff and customers so you can improve performance in customer service delivery?

¨ Student details methods they have used for collected feedback eg, casual conversations, performance reviews, surveys, customer feedback forms on check out etc and how they have used this information to improve customer service delivery.

¨ Other: _______________________________________________________________________________________________________________________

2. Discuss how you identify problems with products and/or services and take action before providing this to a customer. Provide an example.

¨ Student satisfactorily described how they check the quality and if they notice a problem eg it is the wrong meal, they immediately correct the problem before providing it to the customer. For example, they take it back to the kitchen – request the correct meal and approach the customer with the delay and the solution before the customer has time to complain.

¨ Other: _______________________________________________________________________________________________________________________

3. Discuss how you anticipate delays in provision of products and/or services and provide regular updates to customers on time frames and outcomes. Provide an example.

Student satisfactorily discussed how they handle this. They may refer to anticipating:

¨ Number of guests/bookings

¨ Number of staff available and their competencies

¨ Previous or current problems with certain products/services

¨ Providing timeframes, regular updates and outcomes. For example, apologise that there will be a delay with the barramundi of an additional 15 minutes, ask if that is acceptable or they would like something else, offer another drink while they wait and provide them with an update when they bring the drink over.

¨ Other: _______________________________________________________________________________________________________________________

4. Discuss how you offer customers alternative products and or services, if the one they want is not available or they are not happy to wait. Provide an example.

¨ Student satisfactorily discussed how they sell additional products and or services in place of chosen one and provided an example of this. For example, we are fully booked for this tour on that dates, but could I offer you a fantastic offer we have at the moment on a day trip to So and so Island?

¨ Other:______

5. How do you compensate for service difficulty, and what is your own level of authority in doing so? Reference the policies and procedures in your answer?

¨ The student referenced their workplace’s policies and procedures in their answer and demonstrated their understanding of their own level of responsibility for compensating customers for service difficulty. In all likelihood as a student they will have no authority but they could mention other job roles and authority levels.

¨ Other: _____

6. How do you provide ongoing internal feedback on service issues and how do you suggest improvements that can be made?

¨ The student referred to how this is done in their workplace eg weekly team catch up, staff meetings, regular agenda item, staff suggestion box etc.

¨ Other:_____

7. How effective do you feel the customer service practices are here in the workplace in meeting customer service expectations? Provide three examples.

¨ Student demonstrates that they can assess the effectiveness of customer service practices by specifically discussing why or how three examples are effective/not effective.

¨ Other: _______________________________________________________________________________________________________________________

8. How do you promote repeat business by offering promotional offers or services according to workplace policies?

¨ The student referenced workplace policies in their answer and discussed how they encourage repeat business by promotional offers.

¨ Other: _______________________________________________________________________________________________________________________

Scenarios: The following scenarios need to be adapted to suit the student’s work environment. Adapt these situations to suit their situation specifically.

9. Imagine I am a customer who is unhappy with the quality of my service. I announce to you that I feel the standard is very poor and I am quite disappointed in the quality of what I have paid for. Act out this scenario and what you will do.

¨ Student needs to answer as if the situation is really happening. They should work according to the customer complaints policies and procedures and apologise, obtain details, and demonstrate how to action the complaint for resolution accordingly using the customer relationship software.

¨ Other: _______________________________________________________________________________________________________________________

10. I am a customer who is annoyed because I ordered one particular product service (pool facing room) but upon arrival I received a different one than promised (garden facing room). Deal with this situation.

¨ Student needs to answer as if the situation is really happening. They should work according to the customer complaints policies and procedures and apologise, obtain details, and demonstrate how to action the complaint for resolution accordingly using the customer relationship software.

¨ Other: _______________________________________________________________________________________________________________________

11. I am a customer who has complained that I received a product/service late (delay on meal, for example). I am unhappy that I had to wait so long for what I ordered/requested. This is very difficult for me as I am in a wheel chair and it was an inconvenience to me arrive for something only to be told that there is a delay. Deal with this situation.

¨ Student needs to answer as if the situation is really happening. They should work according to the customer complaints policies and procedures and apologise, obtain details, and demonstrate how to action the complaint for resolution accordingly using the customer relationship software.

¨ Other: _______________________________________________________________________________________________________________________


Please add any feedback to the student about this task on the Assessment Cover Sheet. Keep a copy of the completed Assessment Task Cover Sheet.

Please note any reasonable adjustments made for this task below.

Assessment Task 3 Outcome:

Satisfactory ¨ Not Satisfactory ¨

Date:

 

Trainer/assessor name:

 

Trainer/assessor signature:

 

Assessment Task 4: Case study

Task summary

  • This project has two parts.
  • Part A requires you to do some research and develop customer service policies and procedures for three different areas of business that meets industry standards.
  • Part B requires you to monitor and adjust policies and procedures to ensure quality customer service delivery.

Resources and equipment required to complete this task

  • Access to textbooks and other learning materials.
  • Computer with Internet access, email software and Microsoft Word or similar program.
  • Marino Enterprises Handbook.
  • Three classmates for simulated meeting.
  • Space for a meeting.

When and where should the task be completed?

  • This task may be done in your own time as homework or you may be given time to do this task in class (where applicable).
  • Your assessor will provide you with the due date for this assessment.

What needs to be submitted?

  • Customer satisfaction survey.
  • Staff email with two policies and three procedures attached.

Instructions

You are working as the Manager of Champion’s Sports Bar which forms part of the Marino Complex and you have noticed that customer service standards have been slipping lately in a number of different areas. After reviewing the current policies and procedures on customer service, you have decided that some additional policies and associated procedures need to be developed. But first, you are going to conduct some research and obtain some information from customers and staff about the levels of service being provided.

  1. Develop a customer satisfaction survey for the following areas of customer service at Champion’s Sports Bar with at least five questions in total using a four point rating scale of very satisfied, satisfied, dissatisfied and very dissatisfied:
  • How staff answer the telephone and provide information to customers.
  • How quickly patrons of the bar are served and how long it takes for them to receive their food and drinks.
  • The friendliness of the staff and how warmly they are welcomed.
  • The variety of food and drinks on offer.

Print a copy of this survey and submit it to your assessor. Submit additional information to your assessor about how you will distribute this survey, to whom, by when and how many you are going to distribute. Think about how you will encourage the customers to fill out the survey.

  1. You now need to discuss with your second in charge how they feel the standards of customer service are being met. Your assessor will play the role of your second in charge and provide you with some information. Conduct a brief informal meeting to gather some information.

The customer satisfaction surveys have come back with the following results:

§ Overall, customers are all very satisfied with the variety of food and drinks being offered at the bar.

§ 70% of customers rated the way the staff answer the telephone only as satisfied and 30% as dissatisfied. Comments revealed from the customers who said they were dissatisfied that staff often seemed in a rush and tried to end the conversation as quickly as possible.

§ 65% of customers rated the friendliness and the welcome of the staff as very satisfied, 25% rated it as satisfied and 10% rated it as very dissatisfied. The comments from the customer who was very dissatisfied revealed that some staff provided their customers with a bowl of complimentary nuts when they arrived and the staff member serving them did not.

§ Overall, customers were very satisfied with the length of time it took to serve them and the wait time on their food orders.

§ Business results indicate that overall the business is performing well but slightly below targets for the last quarter. 

Although the bar does not have its own website as it is included on the main one for Marino Enterprises, you have just set up a social media page so you can begin advertising all of the special offers, promotions and trivia nights the bar holds.

The policies and procedures that you and senior management have decided to update/develop are as follows:

§ Customer service: Communication policy

§ Customer service: Social media policy

§ Customer service: Welcome procedure

§ Customer service: Telephone procedure

§ Customer service: Responding to negative social media comments procedure.

  1. Conduct some research into policy development and into current industry trends in customer service and changes that may or has affected service delivery. Focus some of your research on how social media is at the forefront of keeping customers informed about new products and services, and how customers use social media to either provide a positive or negative review of businesses and how this can affect a business’s reputation. You will use this research in the following two points.
  2. Have a meeting with your team (this will be three of your classmates with your assessor observing) and inform them of the new policies and procedures that you will be developing. Briefly discuss the information you have researched, an analysis of the results of the customer satisfaction surveys, as well as the need for new policies and procedures. Allow opportunity for your team to provide input about customer service practices and ask questions. Take notes to assist you in the development of your policies and procedures.

Your assessor will be looking to see that you:

  • Demonstrate open communication
  • Use active listening skills
  • Serve as a positive role model for your team.
    1. Develop the following two policies and three procedures:
  • Customer service: Communication policy
  • Customer service: Social media policy
  • Customer service: Welcome procedure
  • Customer service: Telephone procedure
  • Customer service: Responding to social media comments procedure.

You may use a suitable template of your choice to develop them but they must be in line with the Marino Style Guide. Policy review should be set at 12 months and procedures set at 6 months.

Each policy must include:

  • Purpose
  • Scope
  • Objectives
  • Responsibilities (of Champion’s Sports Bar as an employer; and employees)
  • Consultation and communication of the policy
  • Effective date
  • Review date

Each procedure must include:

  • Purpose
  • Scope
  • Activities/responsibilities
  • Effective date
  • Review date.
    1. Communicate the new policies and procedures to all staff by sending a group staff email advising them of the new policies and procedures, the expectations of staff regarding them, and where they will be located. Alert staff that these need to be made available to customers on request. Attach them to the email and send this to your assessor.

What do I need to hand in for this task?

Have I completed this?

Customer satisfaction survey

¨

Staff email with two policies and three procedures attached

¨

Assessment Task 5: Role plays

Task summary

  • For this task you are required to complete seven role plays to demonstrate that you can:
  • Implement and monitor quality customer service in line with customer service policies and procedures over four service periods.
  • Resolve escalated customer complaints and disputes.
  • Resolve team member disputes.
  • Take appropriate action in response to threat and conflict situations.
  • Use a range of conflict resolution techniques and communication skills.

Resources and equipment required to complete this task

  • Access to textbooks and other learning materials.
  • The policies and procedures you developed in Assessment Task 4.
  • Marino Enterprises Customer Complaints Handling Procedure (provided).
  • Internal Complaints Procedure (provided in the Marino Enterprises Handbook).
  • Champions Sports Bar – Customer Complaints Register (provided in the Marino Enterprises Handbook).
  • Customer Service – Incident Report Form (provided in the Marino Enterprises Handbook).
  • Access to a simulated hospitality environment to complete four service periods.
  • Champions Sports Bar – Customer Service and Complaints Policy (provided).
  • Champions Sports Bar – Refusing Service to Intoxicated Patrons Procedure (provided).
  • A number of classmates and assessor to participate in role plays (one person can play more than one role in different role plays).
  • A phone.

When and where should the task be completed?

  • This task will be done in the simulated hospitality environment.
  • Your assessor will provide you with the due date for this assessment.

What needs to be submitted?

  • Feedback register.
  • 2 x completed incident reports.

Instructions

  • This project requires you to work four simulated service periods and engage in seven role plays during which you will encounter a range of situations you will need to deal with. You will need to refer to the policies and procedures you developed in Assessment Task 4, as well as the additional policies and procedures mentioned above. Additional background information has been provided for you where necessary.
  • Your assessor will nominate class members to play the roles of the persons involved in the role plays, or may play some of the roles themselves; and will record their observations of you.

During the role plays, your assessor will be looking to see that you can:

§ Act professionally and take responsibility for resolving complaints and conflict.

§ Assess the impact of complaints and act swiftly and tactfully so as to prevent further escalation.

§ Proactively compensate for service difficulty in line with your level of responsibility set out in the policies and procedures (situations which apply to external customers).

§ Use effective communication to establish nature, cause and details of complaints/conflict.

§ Determine options to resolve complaints and decide on appropriate action.

§ Turn customer complaints into opportunities to demonstrate high quality customer service.

§ Complete required reports and/or registers.

For this task you are to play the role of the Manager at Champion’s Sports Bar who is responsible for monitoring customer service practices during these shifts.

Service period one:

Role play 1 – Wrong order

While managing the shift this service period you notice that one of your staff, Susan, is looking very red faced and flustered at one of her tables and a man sitting at the table does not look impressed. You discreetly motion for her with a hand signal to come over.

  • Begin the role play here.

Role play 2 – Negative post

You are working the same service period about an hour later and another employee, Bryan who is one of the supervisors, calls you over with an alarmed look on his face.

  • Begin the role play here by asking Bryan what the matter is.

Service period two:

Role play 3 – Roster dispute

One of your employees named Chris tells you that he was rostered to work this Saturday night but he swapped with Melissa two weeks ago as he has an important family gathering to attend to. He has already filled in for Melissa’s Friday night shift last week and the roster was updated when the request was made and approved. Chris however tells you that Melissa has told him this morning that she can no longer fill his shift for him and he is very upset. It is now Thursday evening.

This is an extract from the employee’s handbook:

“All employees are required to give at least five days’ notice of not being able to work their rostered shift so it can be assigned to another employee, unless the employee is affected by an emergency situation in which case the employee is required to notify their manager as soon as is reasonably possible. Failure to notify the manager within a reasonable timeframe without a valid reason or not turning up for a shift may result in disciplinary action.”

Begin the role play here: You have called Melissa and Chris into your office for a meeting.

Role play 4 – Incorrect bill

While you are busy chatting to a table of customers Melissa motions to you that she needs to speak with you.

Begin the role play here.

Service period three:

Role play 5 – Friday night blues

One of the kitchen staff, Muhammed, always leaves early on a Friday. He follows the Islam faith and can never work a Friday afternoon or evening shift as he has told you privately before that he goes to the mosque to pray. You agreed to this arrangement when you employed him but he does not speak much to the other employees and he is a very private person. You overhear Vivian, another kitchen staff member, complaining that she is tired of always getting the Friday afternoon and evening shifts and it’s not fair that Muhammed never works them. You then overhear her complaining to the bar staff about it an hour or so later. The other staff member said that she think his religion requires that he attend prayers at a certain time. Vivian says “why can’t he just pray anytime like other religions.” You have called Vivian in to your office to handle the situation before it escalates.

Begin the role play here with you and Vivian having a meeting in your office.

Role play 6 – Boys’ night out

It is 10pm and you and two of your team members are tending the bar tonight. The kitchen has just closed and the bar is at about 50% occupancy. A rowdy group of young men stagger into the bar announcing in very slurred voices that it is Will’s 21st birthday today and order a round of shots. You can clearly see that most of them are intoxicated.

You tell your team that you will handle this one, and in a very friendly but firm tone tell the group that you are sorry you won’t be able to serve them tonight due to responsible service of alcohol legislation and the kitchen has just closed.

One of the group members turns nasty and calls you a rude name and spits on the floor. You politely ask them to leave and suggest they call it a night. The majority of the men say “Okay, okay we are leaving now”, but two of the group refuse to leave and swear at you again. The other customers in the bar have all stopped their conversations and are looking on.

Service period four:

Role play 7 – Knock out

It is a quiet lunchtime shift and there are not many people in the bar. There are only a few staff on as the busy period will only be later in the evening. You are tending the bar yourself.

  • Written reflections – to be answered after the role plays and submitted to your assessor in a Microsoft Word document (or similar).
  • Identify and evaluate the impact of each scenario on the business’s reputation and legal liability.
  • How would you follow up with the customers from role plays 1, 2 and 4 to ensure their satisfaction with the resolution of their complaint?

What do I need to hand in for this task?

Have I completed this?

Feedback register

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2 x completed incident reports

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Marino Enterprises Customer Complaints Handling Procedure

Purpose:

  • Marino Conference Centre is committed to provide excellent customer service and this procedure is to ensure that complaints are handled as efficiently and effectively as possible.

Scope:

  • The operations manager is responsible for ensuring that all employees are aware of this procedure.
  • All employees are responsible for implementing the complaints handling procedure and reporting complaints as required.

Activities/responsibilities:

  • When handling a customer complaint, the following steps will be followed by all employees:
  • Actively listen to the customer/guest- use appropriate body language (serious face, nod head to confirm understanding of what is being said).
  • Take notes if the complaint is detailed and specific.
  • Apologise with empathy – all complaints must be taken seriously, regardless of the significance or nature of the complaint.
  • Inform the guest of how you will address the situation.
  • Find a solution- attempt to find a clear and simple solution, if you are unable to do so, inform your supervisor immediately.
  • Take responsibility for the issue and follow up with the customer once the issue has been resolved to ensure that they are satisfied with the outcome.
  • Log the complaint in the complaints register.

Effective date: 13/6/20XX

Review date: 13/6/20XX

 

Champions Sports Bar – Customer Service and Complaints Policy

Purpose:

The purpose of this policy is to demonstrate our commitment to excellent customer service and satisfaction and our commitment to continuously improve on service delivery. We aim to create an environment where the customer knows that their satisfaction is the most important thing to us.

Scope:

This policy will apply to the operational area of Champions Sports Bar as a business whenever a complaint is made.

Objectives:

  • Our objective is to handle each and every complaint in a professional and personalised way so as to achieve successful outcomes for our customers. This is of the highest importance to Champion’s Sports Bar as a business as we aim to develop good relationships with our customers and provide exceptional customer service to each and every customer.

Responsibilities:

Champions Sports Bar will:

  • Take all complaints (even of a minor nature) seriously and train employees on how to deal with complaints in a sensitive and proactive manner.
  • Equip employees with the necessary tools to handle complaints satisfactorily by maintaining a Complaints Register.
  • Provide an associated Complaints Handling Procedure for employees to follow.
  • Follow up on the satisfaction of the outcome with the customer after the complaint has been handled.
  • Employees will:
  • Demonstrate to the customer at all times respect, courtesy, patience, attentiveness, consideration and sensitivity when a complaint is made.
  • Respond to customer complaints promptly and efficiently.
  • Follow the associated Customer Complaints Handling Procedure each time a complaint is made.

Levels of authorisation in complaint resolution management

Waiting and bar staff: In the instance where there is a problem with a customer’s meal eg wrong order, excessive wait time or a similar situation – all waiting and bar staff have the authority to offer the customer that item for free and have the authority to offer a complimentary drink which may be a soft drink, beer, or house glass of red or white wine. No spirits are to be offered complimentary. This is the maximum authority granted to waiting and bar staff; however, staff should first try to rectify the situation by other means, for example, providing them with the correct order in a shorter time frame, or offering them a free beverage while they wait for their meal.

The manager on duty has the authority to offer up to a 25% discount on the total bill in situations where the customer is extremely dissatisfied. This should however first tried to be rectified by offering a round of complimentary drinks (see definition of complimentary drinks as specified in information for waiting and bar staff above) to the group; and/or a 20% discount voucher off their next visit.

Consultation and communication of the policy:

The organisation is committed to consultation and cooperation between management and employees. The organisation will formally involve employees in any workplace change that will affect any of its employees.

All personnel are to receive information about the policy at induction.

Effective date: 13/6/20XX

Review date: 13/12/20XX (6 months)

Champions Sports Bar – Refusing Service to Intoxicated Patrons Procedure

Purpose:

The purpose of this procedure is to ensure that unduly intoxicated patrons are prevented from consuming more alcohol.

Scope:

This policy will apply to all areas of Champions Sports Bar as a business.

Activities/responsibilities:

  • Speak to patrons to assess and observe signs of intoxication when serving alcoholic drinks.
  • If it is identified that person is showing signs of unduly intoxication staff will:
  • Be polite, use tact and inform the patron that they will not be served more alcohol.
  • Point to signs/posters/policies to support your decision.
  • Offer a non-alcoholic beverage.
  • Offer to phone a taxi or friend to collect them.
  • Advise management and other staff that the person has been refused service.
  • Enter incidents, in particular those involving threats or aggression in to log book.
  • Ensure that the patron leaves the premises safely and does not hang around outside.
  • If the patron refuses to leave or becomes violent then Marino Enterprises security team needs to be contacted by phone as soon as the manager feels the situation is no longer under control.

Managers must always support the decision of their staff not to serve a patron due to signs of intoxication.

Management and licensees hold a responsibility to ensure that the intoxicated patron has no further access to alcohol and assist to get the patron home safely.

Management has the responsibility to ensure the safety of the employees and the patrons and should not tolerate threatening behaviour on any kind from patrons and advise security of this so it can be handled professionally by Marino Enterprises team of security experts.

Effective date: 13/6/20XX

Review date: 13/6/20XX (approx. 12 months)

Assessment Task 6: Evaluation

Task summary

  • There are two parts to this task:
  • For Part A you are required to send an evaluation report to management.
  • For Part B you are required to update policies and procedures as outlined in Part A‘s report and initiate training arrangements for employees.

Resources and equipment required to complete this task

  • Access to textbooks and other learning materials.
  • A computer with Internet access and Microsoft Word or similar software.
  • The policies and procedures you developed in Assessment Task 4.
  • Documentation provided to you, and developed by you, in Assessment Task 5.

When and where should the task be completed?

  • This task may be done in your own time as homework or you may be given time to do this task in class (where applicable).
  • Your assessor will provide you with the due date for this assessment.

What needs to be submitted?

  • Part A: Report to management.
  • Part B:Updated policies and procedures and email to employees.

Instructions

  • Please note, you will use your documentation and information from the previous assessment task for this task.

Part A

  • Marino management has asked that you complete a report on how the customer service practices, policies and procedures are working, and have asked you to review the numbers of complaints and conflicts in the past three months. They would like you to arrange any training required by staff members, and update policies and procedures if necessary. When your report is complete, send it to your assessor as if they were John Marino.

Background information

Post-follow up customer feedback indicated that the customers from role plays 1, 2 and 4 were happy with the final outcomes and the way the situations were handled.

Other feedback gathered indicates that 80% of customers are very satisfied with customer service and there were no other complaints made during the period.

You have identified that the staff need training in how to manage conflict more effectively with each other and you would also like to provide them with training on how to deal with aggressive customers after the incident that happened earlier this month.

  • Your report needs to include the following:
  • An evaluation of the complaints register and summaries of outcomes.
  • An evaluation of the two incidents that occurred during the period (from Assessment Task 6: role plays 6 and 7) and a summary of how they were handled and any improvements that could be made to procedures and practices involving conflict resolution and management.
  • Any customer service issues you have noticed or feedback you received from customers and how this can be addressed.
  • Possible causes of conflict between employees and how this can be managed.
  • Training that you believe will be beneficial and arrangements you would like to put in place including sources of internal and external assistance that could be used.
  • At least three suggestions to update policies and procedures. At least two of these suggestions should be updates to the policies and procedures that you developed in Assessment Task 4; and the third one can be to the policies and procedures provided to you as part of this assessment – or your own that you developed in Assessment Task 4.

What do I need to hand in for Part A of this task?

Have I completed this?

Report to management

o

Part B

  • Your report has been read by management and they have approved your training arrangements and suggestions for policy and procedure updates.
  • Update the policies and procedures as outlined in your report from Part A.
  • Compose an email that will be sent to all staff communicating the changes and attach the updated policies and procedures. Advise them of the details of the training arrangements including benefits of receiving the training.