SITXCCS015 – Enhance customer service experiences :
| Details of Assessment | |||||||||
| Term and Year | Term 2-2023 | Time allowed | 3 Weeks | ||||||
| Assessment No | I | Assessment Weighting | 50% | ||||||
| Assessment Type | Case Study, Research and Project Report | ||||||||
| Due Date | Week 3 | Room | ONLINE | ||||||
| Details of Subject | |||||||||
| Qualification | SIT50422 – Diploma of Hospitality Management | ||||||||
| Subject Name | Customer Service | ||||||||
| Details of Unit(s) of competency | |||||||||
| Unit Code and Name | SITXCCS015 – Enhance customer service experiences | ||||||||
| Details of Student | |||||||||
| Student Name | |||||||||
| College | Student ID | ||||||||
| Student Declaration: I declare that the work submitted is my own and has not been copied or plagiarised from any person or source. I acknowledge that I understand the requirements to complete the assessment tasks. I am also aware of my right to appeal. The feedback session schedule and reassessment procedure were explained to me. | Student’s Signature: ____________________ Date: _____/_____/_________ | ||||||||
| Details of Assessor | |||||||||
| Assessor’s Name | Hasanur Reza | ||||||||
| Assessment Outcome | |||||||||
| Assessment Result | Competent Not Yet Competent | Marks | / 50 | ||||||
| Feedback to Student Progressive feedback to students, identifying gaps in competency and comments on positive improvements: | |||||||||
| __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ | |||||||||
| Assessor Declaration: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student. Student attended the feedback session. Student did not attend the feedback session. | Assessor’s Signature: ___________________ Date: _____/_____/________ | ||||||||
| Purpose of the Assessment | ||
| The purpose of this assessment is to assess the student in the following learning outcomes: | Competent (C) | Not Yet Competent (NYC) |
| SITXCCS015 – Enhance customer service experiences | ||
| 1.1. Determine and confirm customer preferences, needs and expectations. | ||
| 1.2. Advise customers about appropriate products and services to meet their needs. | ||
| 1.3. Anticipate customer preferences, needs and expectations throughout the service experience. | ||
| 1.4. Promptly provide products and services with professional and personalised service to meet individual preferences. | ||
| 1.5. Offer extras and add-ons and provide tailored and additional products and services. | ||
| 1.6. Check actioning of special requests before customer delivery. | ||
| 1.7. Liaise with team members and suppliers to ensure efficient service delivery. | ||
| 1.8. Share customer information with team members to ensure quality service. | ||
| 2.1. Identify problems with products and services and take immediate action to address before provision to customer. | ||
| 2.2. Anticipate delays in product and service provision and regularly update customer on expected outcomes. | ||
| 2.3. Advise customers of alternative products and services. | ||
| 2.4. Proactively compensate for service difficulty in line with own level of responsibility and organisational policy. | ||
| 2.5. Provide ongoing internal feedback on service issues and suggest improvements. | ||
| 3.1. Use questioning techniques to establish and agree on nature, possible cause, and details of the complaint. | ||
| 3.2. Assess impact of complaint on customer. | ||
| 3.3. Take responsibility for resolving complaints in a professional manner and using communication techniques to assist in their management. | ||
| 3.4. Determine options to resolve complaints and promptly analyse and decide on optimal solutions, taking organisational constraints into account. | ||
| 3.5. Act swiftly to resolve complaints and prevent escalation, in consultation with customer and to customer satisfaction. | ||
| 3.6. Turn complaints into opportunities to demonstrate high quality customer service. | ||
| 3.7. Provide internal feedback on customer complaints and feedback and required follow-up in order to avoid future occurrence. | ||
| 3.8. Review and evaluate complaints and solutions to enhance response to future issues. | ||
| 4.1. Promote repeat business by offering promotional services according to individual empowerment and organisational policy. | ||
| 4.2. Maintain customer profiles to enhance service delivery. | ||
| 4.3. Provide personalised service to customers in a professional manner that builds repeat business. | ||
| 4.4. Provide tailored products and services based on customer profile. | ||
GENERAL INSTRUCTIONS
The SITXCCS015 – Enhancing customer service experiences assessment for this unit of competency consists of 2 (two) Tasks: Task A and Task B.
- includes 1 scenario, each followed by a series of 10 (ten) questions. This requires research and case study as a reflection to the ACA Restaurant Café Customer Service Standards and Policy and Business Summary Plan.
- includes 1 scenario, each followed by a series of 5 (five) questions. This task is a project written work that requires to utilise the ACA Customer Feedback Policy (please refer to page 26) of ACA Restaurant Café Customer Service Standards and Policy and also the Business Summary.
You are required to address all questions to achieve competence.
You are expected to follow instructions as stated within the tasks following your research and understanding and, include your responses within the given spaces. Please refer to Appendix 1 to acknowledge the requirements of this assessment and Appendix 2 for marking criteria.
Task A: Case Study and Research (30%)
The hospitality industry is a service industry.
Customers expect to receive good service.
Scenario 1
As the Manager of ACA Café Restaurant in Sydney, you are responsible for the day to day running of the Restaurant Café.
You rely on the “ACA Restaurant Cafe’ – Customer Service Standards and Policy” (available in eLearning) to ensure that all staff members including all the services and kitchen staff understand the requirements of the internal and external customers.
Assume, you have been given the responsibility to train, a new wait staff, Imogen in customer service. You are to use this as an opportunity to pass on your theory and practical knowledge onto Imogen.
To do this task, the Owners of ACA Restaurant Café’ (Rufus Clarendon and Emma Supreme), have asked you to complete the following questions, based on the included information, your own research and also information in the ACA Restaurant Café’ Business Summary (available in eLearning) with written examples to pass onto Imogen.
Your Task is to:
Respond to the following 10 (ten) questionnaires as a reflection of Scenario 1.
Each response should be between 100-150 words and are 3 Marks each. Please refer to the Marking Criteria in Appendix 2.
Please provide your responses within the given spaces.
- at ACA Restaurant Cafe’.
<Insert your answer here>
- Describe how you could train Imogen about procedures for waiting tables when ACA Restaurant Café’ is crowded and busy. The Team Leader has just informed you that a regular customer with a sight impairment is on table no. 4. Explain 5 (five) ways you would look after this customer.
<Insert your answer here>
- Explain 5 (five) ways to use active listening to develop rapport and facilitate effective two-way communication with a customer.
<Insert your answer here>
- List 5 (five) ways to develop your knowledge so you can advise customers about products and services which meet their needs in the restaurant café’.
<Insert your answer here>
- In the restaurant café, Imogen will need to promptly provide products and services which meet individual preferences. This may require her to prioritise. Identify type of people you might need to give priority to in a restaurant café situation.
<Insert your answer here>
- Outline and describe how you would train Imogen by listing 6 (six) extras and add-ons you could offer customers in the restaurant café. How will this beneficial to both Imogen personally and also to ACA Restaurant Café.
<Insert your answer here>
- Give 2 (two) examples of the kind of customer information you should share with team members to ensure efficient, high-quality service delivery in the restaurant café.
<Insert your answer here>
- As a Manager, outline for Imogen what are some conflict resolution techniques that may be used when dealing with an irate customer?
<Insert your answer here>
- Outline, using the “ACA Restaurant Cafe’ – Customer Service Standards and Policy” what the procedure you would follow in ACA Restaurant Cafe’ to respond to the following customer verbal complaints?
- Incorrect pricing or quotes
- Delays or errors in providing food or services
- Misunderstanding of customer requests
- Escalated complaints or disputes
- Other team members or suppliers not providing special requests
- Misunderstandings or communication barriers
<Insert your answer here>
<Insert your answer here>
Task B: Project Report (20%)
Scenario 2
You have now trained and worked with Imogen over the last 3 weeks and are confident in her skills to assist the customer.
However, you have received a written complaint which just been notified you of a problem that 2 guests had experienced at the ACA Restaurant Café. The complaint was from Mr John Blake (60 years old) and his wife Mrs Joan Blake (55 years old).
They live at 333 George St Sydney, Phone (02) 9222 5555. (The remaining information can be fictional).
The scenario was that they arrived at the restaurant café and were not greeted at the door. They waited and were not seen to for 3 minutes as the restaurant team, were busy with other tables. They were then welcomed and sat at a table by the window. Behind them were a group who had been drinking and were now loud and obnoxious.
Mr Blake asked to be changed to a quieter table, however none was available, and the trainee wait staff Imogen, did ask the group to quiet down. They continued to be noisy, however.
This effected the Blake’s family time, as they had planned to enjoy some quality moments together as a couple, away from their normal busy scheduled life and enjoy gourmet food in a restaurant environment. The noise was too loud that they could barely hear each other well. They finished their meal and left the restaurant café very dissatisfied.
Your Task is to:
Write up to 100 words per response to the following 5 (five) questionnaires given below. Each question is worth 4 Marks. Please refer to the Marking Criteria in Appendix 2.
For your responses, you to use utilise the ACA Customer Feedback Policy (please refer to page 26) of ACA Restaurant Café – Customer Service Standards and Policy and the ACA Restaurant Café’ Business Summary, which is available on e-learning:
In this letter you are to look at and discuss the problem, raised, the solution offered at the time and the consequences. You also need to be aware that the Blakes are long-time customers of ACA Restaurant Café and have a valuable business which includes some catering and Christmas party opportunities.
<Insert your letter here>
<Insert your answer here>
<Insert your answer here>
<Insert your answer here>
<Insert your answer here>
Appendix 1
REQUIREMENTS AND DELIVERABLES
Appendix 2
SITXCCS015 – Enhancing customer service experiences Assessment Matrix – your lecturer will use this matrix to assess your satisfactory competence.
Task A:
| Insufficient information provided | Satisfactory information provided | Sufficient information provided with a clear understanding of content | High level of information provided demonstrating a clear understanding of content. | Exceptional level of information provided demonstrating a thorough understanding of content. | ||
| <1.5 | 1.5 | 1.5-2 | 2-2.5 | >2.5 | /3 | |
| Insufficient information provided | Satisfactory information provided | Sufficient information provided with a clear understanding of content | High level of information provided demonstrating a clear understanding of content. | Exceptional level of information provided demonstrating a thorough understanding of content. | ||
| <1.5 | 1.5 | 1.5-2 | 2-2.5 | >2.5 | /3 | |
| Insufficient information provided | Satisfactory information provided | Sufficient information provided with a clear understanding of content | High level of information provided demonstrating a clear understanding of content. | Exceptional level of information provided demonstrating a thorough understanding of content. | ||
| <1.5 | 1.5 | 1.5-2 | 2-2.5 | >2.5 | /3 | |
| Insufficient information provided | Satisfactory information provided | Sufficient information provided with a clear understanding of content | High level of information provided demonstrating a clear understanding of content. | Exceptional level of information provided demonstrating a thorough understanding of content. | ||
| <1.5 | 1.5 | 1.5-2 | 2-2.5 | >2.5 | /3 | |
| Insufficient information provided | Satisfactory information provided | Sufficient information provided with a clear understanding of content | High level of information provided demonstrating a clear understanding of content. | Exceptional level of information provided demonstrating a thorough understanding of content. | ||
| <1.5 | 1.5 | 1.5-2 | 2-2.5 | >2.5 | /3 | |
| Insufficient information provided | Satisfactory information provided | Sufficient information provided with a clear understanding of content | High level of information provided demonstrating a clear understanding of content. | Exceptional level of information provided demonstrating a thorough understanding of content. | ||
| <1.5 | 1.5 | 1.5-2 | 2-2.5 | >2.5 | /3 | |
| Insufficient information provided | Satisfactory information provided | Sufficient information provided with a clear understanding of content | High level of information provided demonstrating a clear understanding of content. | Exceptional level of information provided demonstrating a thorough understanding of content. | ||
| <1.5 | 1.5 | 1.5-2 | 2-2.5 | >2.5 | /3 | |
| Insufficient information provided | Satisfactory information provided | Sufficient information provided with a clear understanding of content | High level of information provided demonstrating a clear understanding of content. | Exceptional level of information provided demonstrating a thorough understanding of content. | ||
| <1.5 | 1.5 | 1.5-2 | 2-2.5 | >2.5 | /3 | |
| Insufficient information provided | Satisfactory information provided | Sufficient information provided with a clear understanding of content | High level of information provided demonstrating a clear understanding of content. | Exceptional level of information provided demonstrating a thorough understanding of content. | ||
| <1.5 | 1.5 | 1.5-2 | 2-2.5 | >2.5 | /3 | |
| Insufficient information provided | Satisfactory information provided | Sufficient information provided with a clear understanding of content | High level of information provided demonstrating a clear understanding of content. | Exceptional level of information provided demonstrating a thorough understanding of content. | ||
| <1.5 | 1.5 | 1.5-2 | 2-2.5 | >2.5 | /3 | |
| Total | /30 | |||||
Assessment Matrix – your lecturer will use this matrix to assess your satisfactory competence.
Task B:
| Letter of reply | Insufficient information provided | Satisfactory information provided | Sufficient information provided with a clear understanding of content | High level of information provided demonstrating a clear understanding of content. | Exceptional level of information provided demonstrating a thorough understanding of content. | |
| <2 | 2 | 2-2.5 | 2.5-3.5 | >3.5 | /4 | |
| Factors to you consider determining the compensation of dissatisfied customers | Insufficient information provided | Satisfactory information provided | Sufficient information provided with a clear understanding of content | High level of information provided demonstrating a clear understanding of content. | Exceptional level of information provided demonstrating a thorough understanding of content. | |
| <2 | 2 | 2-2.5 | 2.5-3.5 | >3.5 | /4 | |
| Opportunity to improve relationship with customer, within time constraints and review and evaluate the reply of the customer | Insufficient information provided | Satisfactory information provided | Sufficient information provided with a clear understanding of content | High level of information provided demonstrating a clear understanding of content. | Exceptional level of information provided demonstrating a thorough understanding of content. | |
| <2 | 2 | 2-2.5 | 2.5-3.5 | >3.5 | /4 | |
| Value of the customer compensation for the restaurant cafe’ and considerations | Insufficient information provided | Satisfactory information provided | Sufficient information provided with a clear understanding of content | High level of information provided demonstrating a clear understanding of content. | Exceptional level of information provided demonstrating a thorough understanding of content. | |
| <2 | 2 | 2-2.5 | 2.5-3.5 | >3.5 | /4 | |
| Use of data contained and maintained in customer profiles to repeat customers and Describe 3 (three) ways to develop technical skills to manage customer profiles and promotional activities | Insufficient information provided | Satisfactory information provided | Sufficient information provided with a clear understanding of content | High level of information provided demonstrating a clear understanding of content. | Exceptional level of information provided demonstrating a thorough understanding of content. | |
| <2 | 2 | 2-2.5 | 2.5-3.5 | >3.5 | /4 | |
| Total | /20 | |||||
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