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SITXCCS007 Enhance Customer Service Experiences Assessment Task 3

SITXCCS007 ENHANCE CUSTOMER SERVICE EXPERIENCES

SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES

SITXCOM005 MANAGE CONFLICT

Information for Student:

· All work is to be entirely of the student.

General Information for this assessment:

· Read the instructions for each question very carefully.

· Be sure to PRINT your FIRST name & LAST name in every place that is provided.

· Short questions must be answered in the spaces provided.

· For those activities requesting extra evidence such as: research reports, essay reports, etc. The student must attach its own work formatted in double space, Arial 12 pts.

· All activities must be addressed correctly in order to obtain a competence for the unit of competency.

· If the student doesn’t understand the assessment, they can request help from the assessor to interpret the assessment.

Assessment Task 3: 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.

Assessment Task 3: Observations

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.

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? (Eg 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:

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