SITXCCS006 Providing Service To Customers :
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Assessment cover sheet
| Student Must Fill this Section | |
| Unit Code / Title | SITXCCS006 Provide service to customers |
| Qualification Code / Title: | SIT40516 Certificate Iv in Commercial Cookery |
| Due Date : |
| Student Name: | ||||
| Student ID: | Term: | Year: | ||
| Privacy Release Clause: | “I give my permission for my SITXCCS006 Providing service to customers assessment material to be used in the auditing, assessment validation & moderation Process”. | |||
| Authenticity Declaration: | “I declare that: The material I have submitted is my own work;I have given references for all sources of information that are not my own, including the words, ideas and images of others”. | |||
| Student Signature: | Date: | |||
| Assessment Outcome | ||||||||||
| Assessor Name: | ||||||||||
| Attempt and Tasks | Satisfactory | Not Yet Satisfactory | Date | Assessor Signature | ||||||
| Initial attempt | | | ||||||||
| Re- attempt/Re-assessment | | | ||||||||
| Task 1 | | | ||||||||
| Task 2 | | | ||||||||
| Task 3 | | | ||||||||
| Task 4 | | | ||||||||
Assessor Feedback to Students
| Assessment Outcome: | Competent | Not yet Competent | ||
| Assessor Name: | ||||
| Assessor Signature: |
| Information for Student: |
| This SITXCCS006 Providing service to customers SITXCCS006 Providing service to customers assessment is to be completed according to the instructions given below in this document.Should you not answer the tasks correctly, you will be given feedback on the results and gaps in knowledge. You will be entitled to one (1) resubmit in showing your competence with this unit.If you are not sure about any aspect of this assessment, please ask for clarification from your assessor. Please refer to the College re-submission and re-sit policy for more information. If you have questions and other concerns that may affect your performance in the Assessment, please inform the assessor immediately.This is an Open book assessment which you will do in your own time but complete in the time designated by your assessor. Remember, that it must be your own work and if you use other sources then you must reference these appropriately.This is Individual Assessments. Once you have completed the assessment, please upload the softcopy of the Assessment into TKL Moodle. TKL uses Turnitin – Plagiarism detection software which is embedded with TKL Moodle. Any Plagiarism will result in a mark of not yet competent. |
| Re-assessment of Result & Academic Appeal procedures: |
| If a student is not happy with his/ her results, that student may appeal against their grade via a written letter, clearly stating the grounds of appeal to the Chief Executive Officer. This should be submitted after completion of the subject and within fourteen days of commencement of the new term. Re-assessment Process: An appeal in writing is made to the Academic Manager providing reasons for re-SITXCCS006 Providing service to customers assessment /appeal. Academic Manager will delegate another member to review the assessment. The student will be advised of the review result done by another assessor. If the student is still not satisfied and further challenges the decision, then a review panel is formed comprising the lecturer/trainer in charge and the Academic Manager or if need be an external assessor. The Institute will advise the student within 14 days from the submission date of the appeal. The decision of the panel will be deemed to be final. If the student is still not satisfied with the result, he / she has the right to seek independent advice or follow external mediation option with nominated mediation agency. Any student who fails a compulsory subject or appeals unsuccessfully will be required to re-enrol in that subject. The cost of reassessment will be borne by the Institute. The external assessor will base his/her judgement based on principles of assessment. These principles require assessment to be reliable, fair, practical and valid. Academic Appeals: If you are dissatisfied with the outcome of the re-evaluation process, you have a right to appeal through academic appeals handling protocol. To appeal a decision, the person is required to complete the TKL- Request for Appeal of a Decision form with all other supporting documents, if any. This form is available via our website. The completed Request for Appeal form is to be submitted to the Student Support Officer either in hard copy or electronically via the following contact details: Student Support Officer, TKL College Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 , Email: [email protected] The notice of appeal should be in writing addressed to the Chief Executive Officer and submitted within seven days of notification of the outcome of the re-evaluation process. If the appeal is not lodged in the specified time, the result will stand and you must re-enrol in the unit. In emergency circumstances, such as in cases of serious illness or injury, you must forward a medical certificate in support of a deferred appeal. The notice of appeal must be made within three working days of the concluding date shown on the medical certificate. The decision of Chief Executive Officer will be final. Student would then have the right to pursue the claim through an independent external body as detailed in the students’ complaint / grievance policy. |
| Plagiarism: Plagiarism means to take and use another person’s ideas and or manner of expressing them and to pass them off as your own by failing to give appropriate acknowledgement. This includes material sourced from the internet, RTO staff, other students, and from published and unpublished work. Plagiarism occurs when you fail to acknowledge that the ideas or work of others are being used, which includes: Paraphrasing and presenting work or ideas without a referenceCopying work either in whole or in partPresenting designs, codes or images as your own workUsing phrases and passages verbatim without quotation marks or referencing the author or web pageReproducing lecture notes without proper acknowledgement. Collusion: Collusion means unauthorised collaboration on assessable work (written, oral or practical) with other people. This occurs when a student presents group work as their own or as the work of someone else. Collusion may be with another RTO student or with individuals or student’s external to the RTO. This applies to work assessed by any educational and training body in Australia or overseas. Collusion occurs when you work without the authorisation of the teaching staff to: Work with one or more people to prepare and produce workAllow others to copy your work or share your answer to an assessment taskAllow someone else to write or edit your work (without rto approval)Write or edit work for another studentOffer to complete work or seek payment for completing academic work for other students. Both collusion and plagiarism can occur in group work. For examples of plagiarism, collusion and academic misconduct in group work please refer to the RTO’s policy on Academic integrity, plagiarism and collusion. Plagiarism and collusion constitute cheating. Disciplinary action will be taken against students who engage in plagiarism and collusion as outlined in RTO’s policy. Proven involvement in plagiarism or collusion may be recorded on students’ academic file and could lead to disciplinary |
Assessment Requirements
You are required to complete and pass every task in the SITXCCS006 Providing service to customers assessment in order to be deemed competent.
Assessment Schedule
| Task | Due Date | Student Signature | Trainer Signature | Comments |
| Task 1- 4 | Week 2 |
Introduction
Welcome to the Student SITXCCS006 Providing service to customersAssessment Tasks for SITXCCS006 Provide service to customers. These tasks have been designed to help you demonstrate the skills and knowledge that you have learnt during your course.
Please ensure that you read the instructions provided with these tasks carefully. You should also follow the advice provided in the Hospitality Works Student User Guide. The Student User Guide provides important information for you relating to completing assessment successfully.
SITXCCS006 Provide service to customers describes the performance outcomes, skills and knowledge required to communicate effectively with and provide quality service to both internal and external customers. It requires the ability to establish rapport with customers, determine and address customer needs and expectations, and respond to complaints.
For you to be assessed as competent, you must successfully complete four assessment tasks:
You will then resolve the customer issues.
Please read through all of the SITXCCS006 Providing service to customers assessment tasks and related documents carefully before you get started. Ensure that you have everything that you need and seek clarification from your trainer, assessor or workplace supervisor if you have any questions.
| Supporting resources: Supporting resources include templates, journals, workbooks and portfolios which can be used to support you in providing evidence of your competence. Your assessor will provide you with these documents before you begin your assessment tasks. For this unit, the supporting resources comprise: |
Once you have read through the assessment tasks and are satisfied that you are clear on the requirements and submission dates, complete and sign a Student SITXCCS006 Providing service to customers Assessment Agreement. Your assessor will countersign the agreement and keep it on file. You will find a Student Assessment Agreement in Appendix B of your Hospitality Works Student User Guide or your RTO will provide you with one.
Remember to check your Hospitality Works Student User Guide for information about:
Assessment Task 1: Knowledge questions
Knowledge questions are designed to help you demonstrate the knowledge which you have acquired during the learning phase of this unit. Ensure that you:
- review the advice to students regarding answering knowledge questions in the Hospitality Works Student User Guide
- comply with the due date for assessment which your assessor will provide
- adhere with your RTO’s submission guidelines
- answer all questions completely and correctly
- submit work which is original and, where necessary, properly referenced
- submit a completed cover sheet with your work
- avoid sharing your answers with other students.
| Assessment information |
| Information about how you should complete this assessment can be found in Appendix A of the Hospitality Works Student User Guide.Refer to the appendix for information on: where this task should be completedthe maximum time allowed for completing this SITXCCS006 Providing service to customersassessment taskwhether or not this task is open-book. Note: You must complete and submit an assessment cover sheet with your work. A template is provided in Appendix C of the Student User Guide. However, if your RTO has provided you with an assessment cover sheet, please ensure that you use that. |
| Non-verbal communication | Appropriate for customer service |
| Body language | |
| Culturally specific communication customs and practices | |
| Dress and accessories | |
| Gestures and mannerisms | |
| Use of space | |
| Voice tonality and volume |
| Behaviour | Importance for customer service |
| Acknowledging and greeting customers | |
| Complaint and dispute management | |
| Empowerment of different levels of personnel to resolve complaints, disputes, | |
| Service issues and customer compensation | |
| Loyalty programs | |
| Presentation standards for customer environment, customer service personnel, and documents and promotional materials | |
| Pricing guarantees | |
| Product quality | |
| Refunds and cancellation fees | |
| Response times | |
| Service guarantees | |
| Training staff for customer service and complaint handling |
| Student’s name: | |||
| Did the student provide a sufficient and clear answer which met the requirements of the assessor marking guide? | Completed successfully? | Comments | |
| Yes | No | ||
| Question 1 | |||
| Question 2 | |||
| Question 3 | |||
| Question 4 | |||
| Question 5 a | |||
| Question 5 b | |||
| Question 5 c | |||
| Question 5 d | |||
| Question 5 e | |||
| Question 6 | |||
| Question 7 a | |||
| Question 7 b | |||
| Question 8 | |||
| Question 9 a | |||
| Question 9 b | |||
| Question 9 c | |||
| Question 9 d | |||
| Question 10 a | |||
| Question 10 b | |||
| Question 10 c | |||
| Question 10 d | |||
| Question 10 e | |||
| Question 11 | |||
| Question 12 | |||
| Assessor Feedback; | |||
| Assessor name: | |||
| Assessor signature and Date: |
Assessment Task 2: Customer service roleplays
You are required to prepare for, and participate in, a roleplay with customers to find out about their needs and provide information about the services available. You are then required to provide the required services to the customer.
Following the roleplays, you will need to liaise with three internal customers in order to resolve customer issues.
You will need access to:
Ensure that you:
| Assessment information |
| Information about how you should complete this assessment can be found in Appendix A of the Hospitality Works Student User Guide.Refer to the appendix for information on: Note: You must complete and submit an assessment cover sheet with your work. A template is provided in Appendix B of the Student User Guide. However, if your RTO has provided you with an assessment cover sheet, please ensure that you use that. |
Complete the following activities.
Carefully read the following scenario.
| The Bridge Hotel offers high quality accommodation and dining, as well as conference services for businesses that include on site catering, and other events such as weddings. For the purposes of this assessment, you are employed as a Chef for the company. Your main role is preparing menus and food, but you also assist with answering customer enquiries, liaise with other staff and suppliers and complete a range of general administration duties. Customer enquiries are received by the hotel’s reception and forwarded onto you for action. Today you have been forwarded enquiries from three customers which you need to respond to. Their details are included in the customer information document. You will participate in a role play with each of the three different customers. You will also need to refer each customer’s enquiry to three different staff members. |
| Read the case study information provided above, as well as the List of Services provided by Bridge Hotel. Read the Customer Service Policy and Procedures to ensure that you understand the procedures to be followed, including: For each customer, and based on situation, consider what would be the best way of communicating with them, for example, through face to face means, by telephone or in writing. |
| The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should give what you consider would be the most appropriate communication method for each customer, indicating why you have chosen this method. |
| Assume that all three customers have come to the hotel to meet you so your communication with them will be conducted face to face. Participate in each customer roleplay at the date and time specified by your assessor. You must ensure that you meet personal presentation and hygiene requirements as set out in the Customer Service Policy and Procedures. You will be assessed on this. When exploring catering options with the customers, which is the primary focus of the discussion, you may provide any information in relation to food and beverages that you feel would be appropriate in the situation. You will need to: Note that during the roleplay, at least one customer will express dissatisfaction. You are required to respond proactively to this to avoid a complaint being made. |
| Follow up the customer’s requests for information that you were unable to answer. This will be an email to the appropriate staff member as set out in the Customer Service Policy and Procedures and within the designated timelines. |
Assessment Task 2: Checklist – Customer 1
| Student’s name: | |||
| Did the student: | Completed successfully? | Comments | |
| Yes | No | ||
| Meet personal presentation and hygiene requirements? | |||
| At the start of the meeting, greet the customer in a professional, courteous and concise according to company procedures, including: | |||
| For the meeting, dress and present themselves in line with company requirements? | |||
| For the meeting, follow hygiene procedures in line with company requirements? | |||
| During the meeting, establish rapport with the customer and demonstrate a genuine interest in their needs to promote goodwill and trust? | |||
| Demonstrate professional standards? | |||
| Identify customer needs and expectations including special needs? | |||
| At the meeting, provide information about the available services and assist customers to identify preferred options, including providing information about additional services? |
| During the meeting, use effective interpersonal skills including: | ||||
| Provide prompt customer service to meet the customer’s needs according to organisational requirements? | ||||
| Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction? | ||||
| Proactively recognise customer dissatisfaction to avoid a complaint being made? | ||||
| Assessor feedback: | ||||
| Assessor name: | ||||
| Assessor signature and Date: | ||||
Assessment Task 2: Checklist – Customer 2
| Student’s name: | |||
| Did the student: | Completed successfully? | Comments | |
| Yes | No | ||
| Meet personal presentation and hygiene requirements? | |||
| At the start of the meeting, greet the customer in a professional, courteous and concise according to company procedures, including: | |||
| For the meeting, dress and present themselves in line with company requirements? | |||
| For the meeting, follow hygiene procedures in line with company requirements? | |||
| During the meeting, establish rapport with the customer and demonstrate a genuine interest in their needs to promote goodwill and trust? | |||
| Demonstrate professional standards? | |||
| Identify customer needs and expectations including special needs? | |||
| At the meeting, provide information about the available services and assist customers to identify preferred options, including providing information about additional services? |
| During the meeting, use effective interpersonal skills including: | ||||
| Provide prompt customer service to meet the customer’s needs according to organisational requirements? | ||||
| Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction? | ||||
| Proactively recognise customer dissatisfaction to avoid a complaint being made? | ||||
| Assessor feedback: | ||||
| Assessor name: | ||||
| Assessor signature and Date: | ||||
Assessment Task 2: Checklist – Customer 3
| Student’s name: | ||||
| Did the student: | Completed successfully? | Comments | ||
| Yes | No | |||
| Meet personal presentation and hygiene requirements? | ||||
| At the start of the meeting, greet the customer in a professional, courteous and concise according to company procedures, including: | ||||
| For the meeting, dress and present themselves in line with company requirements? | ||||
| For the meeting, follow hygiene procedures in line with company requirements? | ||||
| During the meeting, establish rapport with the customer and demonstrate a genuine interest in their needs to promote goodwill and trust? | ||||
| Demonstrate professional standards? | ||||
| Identify customer needs and expectations including special needs? | ||||
| Meet personal presentation and hygiene requirements? | ||||
| At the meeting, provide information about the available services and assist customers to identify preferred options, including providing information about additional services? | ||||
| During the meeting, use effective interpersonal skills including: | ||||
| Provide prompt customer service to meet the customer’s needs according to organisational requirements? | ||||
| Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction? | ||||
| Proactively recognise customer dissatisfaction to avoid a complaint being made? | ||||
| Assessor feedback: | ||||
| Assessor name: | ||||
| Assessor signature and Date: | ||||
Assessment Task 3: Customer complaints resolution project
You are required to handle complaints from three customers, responding to the customers according to company policies and procedures.
You will need access to:
Ensure that you:
| Assessment information |
| Information about how you should complete this assessment can be found in Appendix A of the Hospitality Works Student User Guide.Refer to the appendix for information on: Note: You must complete and submit an assessment cover sheet with your work. A template is provided in Appendix B of the Student User Guide. However, if your RTO has provided you with an assessment cover sheet, please ensure that you use that. |
Complete the following activities.
| This assessment task requires you to handle customer complaints in relation to all three customers who used your services in Assessment Task 2. The roleplay will occur over the phone once for each customer i.e. three times. You will need to thoroughly review the Complaint Handling Policy and Procedures before you commence this task to ensure that you understand, and can apply, procedures that must be followed and understand how to respond to customer complaints. The checklist should be used 3 times, one for each customer. Three checklists are included. |
| The customer (your assessor) will call you with each complaint one at a time. You are to act at all times in a professional manner. You will need to: |
| As set out in the Complaint Handling Policy and Procedure, all three complaints need to be referred on. Follow the procedures and send an email to the appropriate person. |
Assessment Task 3: Checklist – Customer 1
| Student’s name: | ||||
| Did the student: | Completed successfully? | Comments | ||
| Yes | No | |||
| Respond to customer complaints in a professional manner? | ||||
| Identify solutions through consultation with each customer? | ||||
| Resolve complaints according to own level of responsibility and the complaints handling policy and procedures? | ||||
| Escalate complex service issues to higher level staff for action? | ||||
| Assessor feedback: | ||||
| Assessor name: | ||||
| Assessor signature and Date: | ||||
Assessment Task 3: Checklist – Customer 2
| Student’s name: | ||||
| Did the student: | Completed successfully? | Comments | ||
| Yes | No | |||
| Respond to customer complaints in a professional manner? | ||||
| Identify solutions through consultation with each customer? | ||||
| Resolve complaints according to own level of responsibility and the complaints handling policy and procedures? | ||||
| Escalate complex service issues to higher level staff for action? | ||||
| Assessor feedback: | ||||
| Assessor name: | ||||
| Assessor signature and Date: | ||||
Assessment Task 3: Checklist – Customer 3
| Student’s name: | ||||
| Did the student: | Completed successfully? | Comments | ||
| Yes | No | |||
| Respond to customer complaints in a professional manner? | ||||
| Identify solutions through consultation with each customer? | ||||
| Resolve complaints according to own level of responsibility and the complaints handling policy and procedures? | ||||
| Escalate complex service issues to higher level staff for action? | ||||
| Assessor feedback: | ||||
| Assessor name: | ||||
| Assessor signature and Date: | ||||
Assessment Task 4: Customer service report
You are required to review the organisation’s Feedback Register and, based on your review, develop a report recommending ways to improve service delivery for the Bridge Hotel.
You will need access to:
Ensure that you:
| Assessment information |
| Information about how you should complete this assessment can be found in Appendix A of the Hospitality Works Student User Guide.Refer to the appendix for information on: Note: You must complete and submit an assessment cover sheet with your work. A template is provided in Appendix B of the Student User Guide. However, if your RTO has provided you with an assessment cover sheet, please ensure that you use that. |
Complete the following activities.
| Assume that, as the Head Chef, you have been asked to develop a customer services report identifying and recommending ways to improve service delivery specifically for your area. This is to be based on your evaluation of the company’s Feedback Register where all feedback and complaints are recorded. Your report will inform solutions to be implemented. First of all, review the completed Feedback Register. Then develop a report that includes: Use the Customer Service Report Template to guide your work. Your report must be clearly written and address all of the required content as stated above. When you have finished writing your report, proofread it thoroughly. |
| The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should introduce and summarise the contents of the attachment. The email text should summarise the customer complaints and feedback and describe what follow-up is required to ensure that reoccurrence can be avoided in the future. Attach your Customer Service Report to the email. |
| Student’s name: | ||||
| Did the student: | Completed successfully? | Comments | ||
| Yes | No | |||
| Provide ongoing internal feedback on services, practices, policies and procedures and suggest improvements? | ||||
| Identify individual and recurring complaints and provide internal feedback to avoid future occurrence? | ||||
| Assessor feedback: | ||||
| Assessor name: | ||||
| Assessor signature and Date: | ||||
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