SITXCCS007 Enhance Customer Service Experiences :
SITXCCS007
Enhance Customer Service Experiences
| Student ID | |
| Student name |
To demonstrate competence in this unit,
you must be assessed as satisfactory in each of the following tasks.
| Evidence Type/ Method of assessment | Outcome | |||
| Task 1 | Case Study | S / NS (First Attempt) S / NS (Second Attempt) | ||
| Task 2 | Practical Observation | S / NS (First Attempt) S / NS (Second Attempt) | ||
| Final result | Competent (C) Not Yet Competent (NYC) | Comments | ||
| Date assessed | ||||
| Trainer/ Assessor Name | ||||
| Trainer/ Assessor Signature | ||||
SITXCCS007 Enhance Customer Service Experiences Assessment Tasks and Instructions
| Student Name | |
| Student Number | |
| Course and Code | |
| Unit(s) of Competency and Code(s) | SITXCCS007 Enhance customer service experiences |
| Stream/Cluster | |
| Trainer/Assessor |
| Assessment for this Unit of Competency/Cluster | Details |
| Assessment 1 | Case Study |
| Assessment 2 | Practical Observation |
| Assessment 3 | |
| Assessment conducted in this instance: Assessment 1 2 | |
| Reasonable Adjustment |
| 1. Has reasonable adjustment been applied to this assessment? |
| No No further information required Yes Complete 2. |
| 2. Provide details for the requirements and provisions for adjustment of assessment: |
| Student to co | mplete | |
| My assessor has discussed the adjustments with me | ||
| I agree to the adjustments applied to this assessment | ||
| Signature | Date | |
| 2nd Assessor | to complete | |
| I agree the adjustments applied to this assessment are reasonable | ||
| Name | ||
| Signature | Date | |
Barton College
RTO# 22048 CRICOS#02908F
Document: SITXCCS007 Assessment
Moderated by: Lead Trainer
V3 Last Reviewed: Nov 2021 Next Review: Nov 2022
Assessment Guidelines
| What will be assessed |
| The purpose of this assessment is to assess you underpinning knowledge to complete the tasks outlined in the elements and performance criteria for this unit of competency and relating to the following aspects: principles and benefits of enhanced customer service experiences and positive communicationtechniques to anticipate customer preferences, needs and expectations throughout the service experienceconflict resolution techniquesmethods for enhancing service delivery in response to staff and customer feedbackvarious extras and add-ons to enhance the customer experience:additional destinationsadditional tours or cruisescocktails and liqueurs to enhance the dining experiencecoordination services at events and conferencesentrance to events, festivals and entertainment scheduled during customer stay at destinationentrance to major attractions at destinationextra food itemsflight fuel emissions offset feelocal guiding servicesoptional meals and dining experiencesprepayment of baggage chargesprepayment of in-flight mealspre-travel seat selectionprivate car transfers in lieu of regular transportation optionsspecial offers or packagesspecialised styling for eventsstorage for luggage after check-outtravel insuranceupgraded accommodation and flightswine or boutique beers to match meals orderedspecific industry sector:professional service standards and protocols for service industry personnelattitudes and attributes expected by the service industries to work with customersdifferent customer service needs and expectationstypes of customer loyalty programsessential features and use of the customer databasesparticular organisation:designated response times for providing service and resolving complaintscustomer service policies and procedurescomplaint handling policies and procedurespromotional services offeredprocedures for responding to the following common customer complaints:incorrect pricing or quotesdelays or errors in providing products or servicesmisunderstanding of customer requestsescalated complaints or disputesother team members or suppliers not providing special requestsmisunderstandings or communication barriersunmet expectations of, or problems or faults with, a service or productmethods of compensating dissatisfied customers:negotiating with suppliers on customer behalf to gain reduced rates or extra services |
Barton College
RTO# 22048 CRICOS#02908F
Document: SITXCCS007 Assessment
Moderated by: Lead Trainer
V3 Last Reviewed: Nov 2021 Next Review: Nov 2022
| providing some or all services:free of chargeat reduced rateproviding:discount vouchers to attend at a future timeinexpensive add-on productssmall giftsspecial attention during the service periodspecial customer service delivery on next attendancefactors to consider when determining compensation of dissatisfied customers:financial constraints of the organisationprofitability of the saleawareness of special needs, customs and practices of various social and cultural groups of customers in regards to:modes of greeting, farewelling and conversationbody language and body gesturesformality of languageclothingmethods of collecting feedback:formal:surveysinterviewsstructured questioninginformal:observationcasual discussionessential features, conventions and usage of different types of communication techniques and equipment. | |||
| Place/Location where assessment will be conducted | |||
| Theory | Practice | ||
| L5,259 Collins Street Melbourne VIC 3000 | 17-21 Buckhurst Street South Melbourne VIC 3205 | ||
| Resource Requirements | |||
| Pen, Paper, computer with access to email, printer, teacher’s email address or as instructed otherwise. | |||
| Instructions for assessment including WHS requirements | |||
| You are required to address all questions to achieve competence. Your trainer will provide you with instructions for time frames and dates to complete this assessment. Once completed, carefully read the responses you have provided and check for completeness. Your trainer will provide you with feedback and the result you have achieved. | |||
| Statement of Authenticity | |
| | I acknowledge that I understand the requirements to complete the assessment tasks |
| | The assessment process including the provisions for re-submitting and academic appeals were explained to me and I understand these processes |
| | I understand the consequences of plagiarism and confirm that this is my own work and I have acknowledged or referenced all sources of information I have used for the purpose of this assessment |
| Student Signature: Date: / /20 | |
Barton College
RTO# 22048 CRICOS#02908F
Document: SITXCCS007 Assessment
Moderated by: Lead Trainer
V3 Last Reviewed: Nov 2021 Next Review: Nov 2022
| This assessment: | First Attempt | 2nd Attempt | Extension – Date: / / | ||
| RESULT OF ASSESSMENT | Satisfactory Not Yet Satisfactory | ||||
| Feedback to Student: | |||||
| Assessor(s) Signature(s): | Date: | / / | |||
| Student Signature | Date: | / / | |||
Barton College
RTO# 22048 CRICOS#02908F
Document: SITXCCS007 Assessment
Moderated by: Lead Trainer
V3 Last Reviewed: Nov 2021 Next Review: Nov 2022
Assessment 1 Assignment
Your task: Choose an area relevant to your area of training in the Tourism, Hospitality and Events Industry. This may include Accommodation Services, Front Office, Cookery, Food and Beverage, Tourism, Travel or Events.
Respond to each of the following questions with appropriate contextual responses. Each question must be completed.
- Provide an overview of the characteristics of customers you typically would encounter in your chosen field of training. Describe their likely needs and expectations as well as any special needs.
- Provide 5 examples of products and services you offer in your chosen field. Imagine you are talking to a customer and briefly describe each of the products and services.
- Provide 3 examples of add-ons and extras available in your area and explain the benefits or advantages to the customer if taken as a package.
- Choose 1 of the add-ons or extras and describe 2 methods for how you could effectively sell the additional item.
Barton College
RTO# 22048 CRICOS#02908F
Document: SITXCCS007 Assessment
Moderated by: Lead Trainer
V3 Last Reviewed: Nov 2021 Next Review: Nov 2022
- Provide 3 examples for how you could anticipate the needs of your customers in your service area. This may include special provisions dependent on special needs, service situation, preferences etc.
- How will you ensure all products and services are packaged or actioned before customer delivery, including any variations, add-ons or special requests? How does this enhance the standard level of customer service?
- Choose 2 of the products or services you described in Question 2. Describe the types of problems which might occur in relation to each product or service.
- Select 4 of the potential problems you identified in Question 7. Imagine that these problems have been escalated to you to solve. What solutions could you implement to solve the customer’s immediate problem and also demonstrate high quality customer service (including replacements, refunds and alternatives)
.
- How would you ensure similar problems could be avoided and service provisions improved in the future? What would this require and how should this be managed within the team in your service area?
Barton College
RTO# 22048 CRICOS#02908F
Document: SITXCCS007 Assessment
Moderated by: Lead Trainer
V3 Last Reviewed: Nov 2021 Next Review: Nov 2022
- Explain the procedures for dealing with conflict, outlining the steps and requirements for verbal and non verbal communication. What are your responsibilities as a supervisor/manager?
- Provide 3 examples of promotional items or initiatives which could be used in your service area, e.g. loyalty programs, and explain how these would be used effectively.
- Develop a customer feedback form which would allow collection of:
- Details of customers to establish a database
- Responses to questions enquiring about the product and services you provide in your service area
- Additional comments or feedback from customers
- Special preferences of a customer
- Explain how you will evaluate this feedback form, how you would utilise the collected data and how this would be useful to develop an ongoing customer relationship.
Barton College
RTO# 22048 CRICOS#02908F
Document: SITXCCS007 Assessment
Moderated by: Lead Trainer
V3 Last Reviewed: Nov 2021 Next Review: Nov 2022
- List 3 examples for customer with special needs or disabilities you may encounter in your work area. What are special requirements are likely for the examples you have provided?
- List 3 factors which must be considered when you need to compensate a customer to ensure both, the interest of the business and the customer are satisfied?
Barton College
RTO# 22048 CRICOS#02908F
Document: SITXCCS007 Assessment
Moderated by: Lead Trainer
V3 Last Reviewed: Nov 2021 Next Review: Nov 2022
Assessment Tasks and Instructions
| Student Name | |
| Student Number | |
| Course and Code | |
| Unit(s) of Competency and Code(s) | SITXCCS007 Enhance customer service experiences |
| Stream/Cluster | |
| Trainer/Assessor |
| Assessment for this Unit of Competency/Cluster | Details |
| Assessment 1 | Case study |
| Assessment 2 | Practical observation |
| Assessment 3 | |
| Assessment conducted in this instance: Assessment 1 2 | |
| Reasonable Adjustment |
| 1. Has reasonable adjustment been applied to this assessment? |
| No No further information required Yes Complete 2. |
| 2. Provide details for the requirements and provisions for adjustment of assessment: |
| Student to co | mplete | |
| My assessor has discussed the adjustments with me | ||
| I agree to the adjustments applied to this assessment | ||
| Signature | Date | |
| 2nd Assessor | to complete | |
| I agree the adjustments applied to this assessment are reasonable | ||
| Name | ||
| Signature | Date | |
Barton College
RTO# 22048 CRICOS#02908F
Document: SITXCCS007 Assessment
Moderated by: Lead Trainer
V3 Last Reviewed: Nov 2021 Next Review: Nov 2022
Customer Service Experiences Assessment Guidelines
| What will be assessed | |||
| The purpose of this assessment is to assess your ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and: identify customer requirements and provide professional and personalised customer service experiences to two different internal and two different external customers to meet requirements demonstrate procedures to respond to and resolve three different customer complaints according to organisational policies and procedures demonstrate effective communication with the above internal and external customers, including any with special needs seek formal and informal feedback from customers on quality of above service provide above service to above customers in line with organisational customer service standards and within designated organisational response times. | |||
| Place/Location where assessment will be conducted | |||
| Theory | Practice | ||
| L5,259 Collins Street Melbourne VIC 3000 | 17-21 Buckhurst Street South Melbourne VIC 3205 | ||
| Resource Requirements | |||
| Refer to the Assessment conditions attached to the Futura Group Mapping Document located in the teacher support tools folder or the “Assessment Conditions” for this unit in the SIT 1.0 Training Package. For this assessment a full set of organisational policies and procedures relevant for the customer service charter must be provided to the student | |||
| Instructions for assessment including WHS requirements | |||
| You are required to wear a complete uniform applicable to your area of training or as instructedYour personal presentation must reflect the standards typically expected and acceptable in the hospitality and tourism industry.You will be observed completing each of the following tasks set out below.The practical observations for this unit of competency include the following requirements listed for each task Part A. You will be observed demonstrating how you identify customer requirements and provide effective service to 4 different customers: 2 different internal customers2 different external customers | |||
Barton College
RTO# 22048 CRICOS#02908F
Document: SITXCCS007 Assessment
Moderated by: Lead Trainer
V3 Last Reviewed: Nov 2021 Next Review: Nov 2022
| Part B. You will be observed demonstrating how you respond to 3 different customer complaints according to organisational policies and procedures The observation criteria below provide a guideline for criteria relevant for each task. |
| Statement of Authenticity | |
| | I acknowledge that I understand the requirements to complete the assessment tasks |
| | The assessment process including the provisions for re-submitting and academic appeals were explained to me and I understand these processes |
| | I understand the consequences of plagiarism and confirm that this is my own work and I have acknowledged or referenced all sources of information I have used for the purpose of this assessment |
| Student Signature: Date: / /20 | |
| This assessment: | First Attempt | 2nd Attempt | 3nd Attempt | Extension – Date: / / | |||
| RESULT OF ASSESSMENT | Part A Part B | Satisfactory Not Yet Satisfactory Satisfactory Not Yet Satisfactory | |||||
| Feedback to Student: | |||||||
| Assessor(s) Signature(s): | Date: | / / | |||||
| Student Signature | Date: | / / | |||||
Barton College
RTO# 22048 CRICOS#02908F
Document: SITXCCS007 Assessment
Moderated by: Lead Trainer
V3 Last Reviewed: Nov 2021 Next Review: Nov 2022
Assessment 2 Your task: PART A
You will be observed demonstrating how you identify customer requirements and provide effective service to 4 different customers as listed in the table below.
| Instance | Date | Duration from … to… | Tasks to be completed What will be observed? |
| Instance 1: | Customer service to 1 internal customer | ||
| Customer profile – Details: | |||
| What is the service provided: | |||
| Instance 2: | Customer service to 1 internal customer | ||
| Customer profile – Details: | |||
| What is the service provided: | |||
| Instance 3: | Customer service to 1 external customer | ||
| Customer profile – Details: | |||
| What is the service provided: | |||
| Instance 4: | Customer service to 1 external customer | ||
| Customer profile – Details: | |||
| What is the service provided: |
Barton College
RTO# 22048 CRICOS#02908F
Document: SITXCCS007 Assessment
Moderated by: Lead Trainer
V3 Last Reviewed: Nov 2021 Next Review: Nov 2022
| Criteria – 2 Internal Customers | 1.Instance | 2.Instance | |||
| Communication, organisational standards and service provisions | S | NYS | S | NYS | Comments |
| The presence of a customer is recognised | |||||
| The customer is prioritised over any work duties undertaken | |||||
| The customer is greeted in a friendly, professional manner | |||||
| Eye contact or body language from customer to signal assistance is required is recognised by student | |||||
| Rapport is established with the customer | |||||
| Active listening is used to identify customer’s needs, expectations and special requirements | |||||
| Active questioning is used to clarify or verify customer enquiries | |||||
| Tailored products matching the customer’s profile are demonstrated and explained | |||||
| Relevant promotional products are offered proactively | |||||
| Appropriate add-ons and extras are offered | |||||
| Selling techniques are used appropriately to enhance the product or service offerings | |||||
| Special requests and relevant customer information is communicated internally to relevant stakeholders | |||||
| Actioning of special requests are followed up prior to service provision | |||||
| Student takes opportunity to personalise service through appropriate interaction | |||||
| The service is provided in a time efficient manner | |||||
| The service level provided was of professional standard | |||||
| Student uniform is clean and neat to industry standards | |||||
| Personal presentation is neat and professional | |||||
| Personal hygiene is clean and neat | |||||
| Special needs are provided for as relevant: _ | |||||
| Operational issues are identified promptly | |||||
| Appropriate intervention with operational issues to prevent service issue occurs | |||||
| Delays in service delivery are relayed to customers in a timely fashion | |||||
| Student identifies appropriate time to offer alternative products or services | |||||
| Appropriate alternatives are offered | |||||
| Student identifies appropriate point to offer compensation | |||||
| Appropriate compensation is offered in line with service issue and organisational policies | |||||
| Students follow up with customer after service and compensation is delivered | |||||
| Provide feedback on customer service | |||||
| Pro-actively seeks feedback on service provided from customer | |||||
| Feedback from customers is recorded in appropriate formats and communicated with colleagues as relevant | |||||
| Personal preferences are recorded in appropriate customer file | |||||
| Suggestions for improvement to service procedures are made | |||||
Barton College
RTO# 22048 CRICOS#02908F
Document: SITXCCS007 Assessment
Moderated by: Lead Trainer
V3 Last Reviewed: Nov 2021 Next Review: Nov 2022
| Criteria – 2 External Customers | 1.Instance | 2.Instance | |||
| Communication, organisational standards and service provisions | S | NYS | S | NYS | Comments |
| The presence of a customer is recognised | |||||
| The customer is prioritised over any work duties undertaken | |||||
| The customer is greeted in a friendly, professional manner | |||||
| Eye contact or body language from customer to signal assistance is required is recognised by student | |||||
| Rapport is established with the customer | |||||
| Active listening is used to identify customer’s needs, expectations and special requirements | |||||
| Active questioning is used to clarify or verify customer enquiries | |||||
| Tailored products matching the customer’s profile are demonstrated and explained | |||||
| Relevant promotional products are offered proactively | |||||
| Appropriate add-ons and extras are offered | |||||
| Selling techniques are used appropriately to enhance the product or service offerings | |||||
| Special requests and relevant customer information is communicated internally to relevant stakeholders | |||||
| Actioning of special requests are followed up prior to service provision | |||||
| Student takes opportunity to personalise service through appropriate interaction | |||||
| The service is provided in a time efficient manner | |||||
| The service level provided was of professional standard | |||||
| Student uniform is clean and neat to industry standards | |||||
| Personal presentation is neat and professional | |||||
| Personal hygiene is clean and neat | |||||
| Special needs are provided for as relevant: _ | |||||
| Operational issues are identified promptly | |||||
| Appropriate intervention with operational issues to prevent service issue occurs | |||||
| Delays in service delivery are relayed to customers in a timely fashion | |||||
| Student identifies appropriate time to offer alternative products or services | |||||
| Appropriate alternatives are offered | |||||
| Student identifies appropriate point to offer compensation | |||||
| Appropriate compensation is offered in line with service issue and organisational policies | |||||
| Students follow up with customer after service and compensation is delivered | |||||
| Provide feedback on customer service | |||||
| Pro-actively seeks feedback on service provided from customer | |||||
| Feedback from customers is recorded in appropriate formats and communicated with colleagues as relevant | |||||
| Personal preferences are recorded in appropriate customer file | |||||
| Suggestions for improvement to service procedures are made | |||||
Barton College
RTO# 22048 CRICOS#02908F
Document: SITXCCS007 Assessment
Moderated by: Lead Trainer
V3 Last Reviewed: Nov 2021 Next Review: Nov 2022
PART B
You will be observed demonstrating how you respond to 3 different customer complaints according to organisational policies and procedures
| Instance | Date | Duration from … to… | Tasks to be completed What will be observed? |
| Instance 1: | Responding to a customer complaint | ||
| Customer profile – Details: | |||
| Customer Complaint nature: | |||
| Instance 2: | Responding to a customer complaint | ||
| Customer profile – Details: | |||
| Customer Complaint nature: | |||
| Instance 3: | Responding to a customer complaint | ||
| Customer profile – Details: | |||
| Customer Complaint nature: |
Barton College
RTO# 22048 CRICOS#02908F
Document: SITXCCS007 Assessment
Moderated by: Lead Trainer
V3 Last Reviewed: Nov 2021 Next Review: Nov 2022
| Criteria | 1.Instance | 2.Instance | 3.Instance | ||||
| Respond to escalated complaints | S | NYS | S | NYS | S | NYS | Comments |
| Reports of disgruntled customers are prioritised over any work duties undertaken | |||||||
| Staff member is questioned appropriately to understand the problem and any compensation or solution already offered | |||||||
| The customer is greeted in a friendly, professional manner | |||||||
| Active listening is used to clarify customer’s problem or complaint | |||||||
| Student deals with customer in an empathetic manner | |||||||
| Student remains calm and focussed | |||||||
| Student follows the customer service procedures as outlined in the organisational policies | |||||||
| Solutions for the complaint are identified with the customer | |||||||
| Student resolves escalated issues with solutions appropriate to the service issue, customer spend, customer importance and other organisational constraints | |||||||
| Customer is invited to return to the establishment / experience other products and services | |||||||
| The customer is farewelled in a professional manner | |||||||
| All details are recorded or stored as relevant | |||||||
| The organisational policies and procedures have been followed | |||||||
| Provide internal feedback on customer service practices | |||||||
| Pro-actively seeks feedback on service provided from customer | |||||||
| Feedback from customers is recorded and communicated with colleagues as relevant | |||||||
| Service incident and compensation offered are recorded in customer profile where appropriate | |||||||
| Recurring problems and complaints from customers are reviewed | |||||||
| Suggestions for improving complaint handling procedures and appropriate solutions to be offered are made | |||||||
Barton College
RTO# 22048 CRICOS#02908F
Document: SITXCCS007 Assessment
Moderated by: Lead Trainer
V3 Last Reviewed: Nov 2021 Next Review: Nov 2022
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