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SITXCCS007 Enhance Customer Service Experiences Assessment Task 6

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 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.

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.

Assessment Task 6: Evaluations

Part A

Did the student:

Yes

No

Comments

Develop a report that includes a satisfactory:

¨ evaluation of the complaints register and summaries of outcomes

¨ evaluation of the two incidents that occurred during the period and a summary of how they were handled including improvements that could be made to procedures and practices involving conflict resolution and management

¨ report of customer service issues noticed or feedback received from customers and how this can be addressed

¨ report on possible causes of conflict between employees and how this can be managed

¨ suggestions on training that they believe will be beneficial and arrangements they 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 they developed?

See Marking Guide for assistance with marking.

Part B

Did the student:

Yes

No

Comments

Satisfactorily update the policies and procedures in line with their report to management?

See Marking Guide for assistance.

Compose a satisfactory email to staff communicating changes to policies and procedures, training arrangements and benefits, and attach the policies and procedures to the email?

See Marking Guide for assistance.

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