Assessment-5 SITXCCS007 ENHANCE CUSTOMER SERVICE EXPERIENCES SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES SITXCOM005 MANAGE CONFLICT Student Must Fill this SectionStudent Name: Student ID: Term: Year: Privacy Release Clause:“I give my permission for my assessment material to be used in the auditing, assessment validation & moderation Process”.Authenticity Declaration:“I declare that:Student Signature: Date: Assessment Outcome Assessor … Continue reading “SITXCOM005 MANAGE CONFLICT | My Assignment Tutor”
Assessment-5 SITXCCS007 ENHANCE CUSTOMER SERVICE EXPERIENCES SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES SITXCOM005 MANAGE CONFLICT Student Must Fill this SectionStudent Name: Student ID: Term: Year: Privacy Release Clause:“I give my permission for my assessment material to be used in the auditing, assessment validation & moderation Process”.Authenticity Declaration:“I declare that:Student Signature: Date: Assessment Outcome Assessor Name:AttemptSatisfactory Not Yet SatisfactoryDateAssessor Signature Initial attempt 2nd attempt/Re-assessment Information for Student: General Information for this assessment: 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: will delegate another faculty member to review the assessment. 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: Student Support Officer, Western Sydney College (WSC), 55 High St, Parramatta NSW 2150, Email: info@wsc.nsw.edu.au Comments/Feedback to Students Assessment Task 5: Role plays Task summary Resources and equipment required to complete this task When and where should the task be completed? What needs to be submitted? Instructions For this task you are to play the role of the Manager at Champion’s Sports Bar who is responsible for monitoring customer service practices during these shifts. Service period one: While managing the shift this service period you notice that one of your staff, Susan, is looking very red faced and flustered at one of her tables and a man sitting at the table does not look impressed. You discreetly motion for her with a hand signal to come over. Service period two: Begin the role play here: You have called Melissa and Chris into your office for a meeting. While you are busy chatting to a table of customers Melissa motions to you that she needs to speak with you. Begin the role play here. Service period three: Role play 5 – Friday night blues One of the kitchen staff, Muhammed, always leaves early on a Friday. He follows the Islam faith and can never work a Friday afternoon or evening shift as he has told you privately before that he goes to the mosque to pray. You agreed to this arrangement when you employed him but he does not speak much to the other employees and he is a very private person. You overhear Vivian, another kitchen staff member, complaining that she is tired of always getting the Friday afternoon and evening shifts and it’s not fair that Muhammed never works them. You then overhear her complaining to the bar staff about it an hour or so later. The other staff member said that she think his religion requires that he attend prayers at a certain time. Vivian says “why can’t he just pray anytime like other religions.” You have called Vivian in to your office to handle the situation before it escalates. Begin the role play here with you and Vivian having a meeting in your office. Service period four: Role play 7 – Knock out It is a quiet lunchtime shift and there are not many people in the bar. There are only a few staff on as the busy period will only be later in the evening. You are tending the bar yourself. Marino Enterprises Customer Complaints Handling Procedure Purpose: Scope: Activities/responsibilities: Effective date: 13/6/20XX Review date: 13/6/20XX Champions Sports Bar – Customer Service and Complaints Policy Purpose: The purpose of this policy is to demonstrate our commitment to excellent customer service and satisfaction and our commitment to continuously improve on service delivery. We aim to create an environment where the customer knows that their satisfaction is the most important thing to us. Scope: This policy will apply to the operational area of Champions Sports Bar as a business whenever a complaint is made. Objectives: Responsibilities: Champions Sports Bar will: Levels of authorisation in complaint resolution management Waiting and bar staff: In the instance where there is a problem with a customer’s meal eg wrong order, excessive wait time or a similar situation – all waiting and bar staff have the authority to offer the customer that item for free and have the authority to offer a complimentary drink which may be a soft drink, beer, or house glass of red or white wine. No spirits are to be offered complimentary. This is the maximum authority granted to waiting and bar staff; however, staff should first try to rectify the situation by other means, for example, providing them with the correct order in a shorter time frame, or offering them a free beverage while they wait for their meal. The manager on duty has the authority to offer up to a 25% discount on the total bill in situations where the customer is extremely dissatisfied. This should however first tried to be rectified by offering a round of complimentary drinks (see definition of complimentary drinks as specified in information for waiting and bar staff above) to the group; and/or a 20% discount voucher off their next visit. Consultation and communication of the policy: The organisation is committed to consultation and cooperation between management and employees. The organisation will formally involve employees in any workplace change that will affect any of its employees. All personnel are to receive information about the policy at induction. Effective date: 13/6/20XX Review date: 13/12/20XX (6 months) Champions Sports Bar – Refusing Service to Intoxicated Patrons Procedure Purpose: The purpose of this procedure is to ensure that unduly intoxicated patrons are prevented from consuming more alcohol. Scope: This policy will apply to all areas of Champions Sports Bar as a business. Activities/responsibilities: Managers must always support the decision of their staff not to serve a patron due to signs of intoxication. Management and licensees hold a responsibility to ensure that the intoxicated patron has no further access to alcohol and assist to get the patron home safely. Management has the responsibility to ensure the safety of the employees and the patrons and should not tolerate threatening behaviour on any kind from patrons and advise security of this so it can be handled professionally by Marino Enterprises team of security experts. Effective date: 13/6/20XX Review date: 13/6/20XX (approx. 12 month Assessment Task 5: Role plays You will need to nominate other students to play the roles, or you may choose of play some of the roles yourself. These role plays need to be carried out over four simulated service periods as instructed in the Marking Guide in an industry realistic setting. Role play 1 – Wrong orderWhile managing the shift this service period you notice that one of your staff, Susan, is looking very red faced and flustered at one of her tables and a man sitting at the table does not look impressed. You discreetly motion for her with a hand signal to come over. Set up instructions Instructions for the person playing the role of Susan You have taken the order at table 9 and you are very sure they ordered three steak and kidney pies and two chicken parmas with chips; but the customer has informed you when you brought the meals that he ordered two steak and kidney pies and three chicken parmas. You have apologised to the customer and told him that you will correct the order right away and went to remove the extra steak and kidney pie, but he told you that his group is in a hurry to get to a concert and he doesn’t have time to wait another 20 minutes for the extra meal to arrive. You have offered that the customer the steak and kidney pie at no cost, and a beer or house wine at no extra cost to apologise for the inconvenience of the wrong meal being brought to the table; but he replied that he is offended that you would only offer the one meal and drink for free and he would like to speak with your manager immediately. You are flustered as you are very sure that you heard the order correctly. Explain all of this to your manager and the fact that the man at the table has requested to speak to them directly. Instructions for the person playing the role of the upset customer You are upset as your waiter has gotten your order wrong and one of the meals is incorrect. You ordered two steak and kidney pies and three chicken parmas but received three steak and kidney pies and two chicken parmas. You are unhappy with your waiter’s offer of a free meal and drink and have demanded to speak to the manager. You need to be rather pushy and demand your entire bill for free as you are in a rush for a concert and this is a big inconvenience to you. Take your lead from the student and decline their first offer but act annoyed for a while and calm down eventually as the student demonstrates their ability to handle the situation skilfully and calmly. Settle on what they offer you the second time and act as if you are satisfied with the outcome. Assess the impact of complaints on the customers and act swiftly and tactfully so as to prevent further escalation? The impact is that the customers will be late for their event if they have to wait for the correct meal. Escalation can be prevented by compensating for their discomfort with a discount and complimentary drinks.Proactively compensate for service difficulty in line with their level of responsibility set out in the policies and procedures? Authority is limited to a 25% discount on the total bill as the customer is extremely dissatisfied; and a free round of drinks (not spirits) to the table, and /or a 20% discount voucher off their next visit.Use effective communication to establish nature, cause and details of complaints/conflict? Using active listening skills and non-verbal communication – nodding, understanding the situation and asking questions to clarify and confirm understanding of the problem.Determine options to resolve complaints and decide on appropriate action? The student has a few options available as mentioned in the policy to choose from: a 25% discount on the total bill as the customer is extremely dissatisfied; and a free round of drinks (not spirits) to the table, and /or a 20% discount voucher off their next visit.Turn customer complaints into opportunities to demonstrate high quality customer service? Demonstrating their professionalism, their commitment to excellent customer service and reaching a positive outcome.Complete required reports and/or registers? Filling out the Customer Complaints Register.Evaluate the impact of the issue on the business’s reputation and legal liability in written reflections? Legal liability – It is the responsibility of the business to provide the customer with the correct product/service they requested of make compensation for lack of according to the consumer protection laws.Discuss satisfactory follow-up arrangements in their written reflections? This could vary but may include a follow up phone call or email within a certain period of time. Role play 2 – Negative postYou are working the same service period about an hour later and another employee, Bryan who is one of the supervisors, calls you over with an alarmed look on his face. Instructions for the person playing the role of Bryan Explain to your manager that you have just received a social media comment saying “FYI, give Champion’s Sports Bar a miss –incompetent waiter brought the wrong meal tonight and my husband had to argue to even get a discount. My meal was also of sub-standard quality and wasn’t hot. Won’t be visiting your bar again, that’s for sure.” Tell your manager that the procedure says this needs to be reported to you immediately – which you have just done – and ask them what you should reply, or if they would like to handle it. Discuss satisfactory follow-up arrangements in their written reflections? Role play 3 – Roster disputeOne of your employees named Chris tells you that he was rostered to work this Saturday night but he swapped with Melissa two weeks ago as he has an important family gathering to attend to. He has already filled in for Melissa’s Friday night shift last week and the roster was updated when the request was made and approved. Chris however tells you that Melissa has told him this morning that she can no longer fill his shift for him and he is very upset. It is now Thursday evening. This is an extract from the employee’s handbook: “All employees are required to give at least five days’ notice of not being able to work their rostered shift so it can be assigned to another employee, unless the employee is affected by an emergency situation in which case the employee is required to notify their manager as soon as is reasonably possible. Failure to notify the manager within a reasonable timeframe without a valid reason or not turning up for a shift may result in disciplinary action.” Instructions for the person playing the role of Chris You are extremely upset with Melissa as you had an arrangement. Express how upset you are with Melissa to your manager and say “It is irresponsible for her to do this – I worked her shift already on Friday – and the rosters have been updated – that means it is her shift and her responsibility! I am not missing my grandmother’s 80th birthday party because of her lack of organisation!” When you find out that Melissa says she can’t work because her boyfriend is going to be in town, start laughing and say “What! It’s my grandmother’s 80th birthday! Which is far more important than a concert!” After acting upset and irritated for a while, take your lead from the student and calm down eventually. Do not back down however as you have done the correct thing by making arrangements early on. Instructions for the person playing the role of Melissa You were planning on working the shift this Saturday and you did agree with Chris and swap shifts. Tell your manager that your boyfriend has surprised you at the last minute and has just arrived in town this weekend and wants to take you to a concert on Saturday night. Act as if you don’t really see the seriousness of the situation and you are not really bothered by Chris being so upset. Say things like “Can’t you just get someone else to do it?” and “I don’t see what the big deal is.” Begin to come around as your manager helps you to see that it is your responsibility and it is serious if you miss your shift without proper notice. You need to agree at the end of the role play that you will work it as it is your responsibility. Role play 4 – Incorrect billWhile you are busy chatting to a table of customers Melissa motions to you that she needs to speak with you. Instructions for the person playing the role of Melissa Go up to your manager (the student) and tell him that you have a customer who has requested to see you. The customer at table 12 is upset as the bill you brought her was incorrect – she was not given the two glasses of wine she ordered between 5 and 6 at happy hour prices, but was charged full price instead along with the other glasses of wine she ordered post happy hour. When you tried to apologise and rectify the situation she immediately said “I want to speak to your manager!” Instructions for the person playing the role of the customer Act slightly annoyed (but not aggressive) that you have a problem with the bill and say “I asked her when I ordered the wine if I should pay for it now as it is happy hour and it might get confusing on the bill, and he told me that it’s fine and that he would keep track of it on the bill and now I have been overcharged! So typical. You know, I wasn’t even greeted properly when I walked in here – I had to wait for such a long time before anyone came to my table!” Accept the student’s offer of whatever he decides is an appropriate way to deal with the situation and calm down but provide the following feedback: I noticed that most of your waiters are quite friendly – mine however was not very friendly and didn’t smile at me once tonight! Perhaps she needs some lessons in customer service.” Role play 5 – Friday night bluesOne of the kitchen staff, Muhammed, always leaves early on a Friday. He follows the Islam faith and can never work a Friday afternoon or evening shift as he has told you privately before that he goes to the mosque to pray. You agreed to this arrangement when you employed him but he does not speak much to the other employees and he is a very private person. You overhear Vivian, another kitchen staff member, complaining that she is tired of always getting the Friday afternoon and evening shifts and it’s not fair that Muhammed never works them. You then overhear her complaining to the bar staff about it an hour or so later. You have called Vivian in to your office to handle the situation before it escalates. Instructions for the person playing the role of Vivian – best played by the assessor When your manager asks say “It’s not fair that Mohammed doesn’t work on Friday afternoon and nights! Everybody else does and with him not doing it, it’s one less person to rotate it.” Take your lead from the student and listen and answer his questions but in the end you should be satisfied and part his office on good terms. Role play 6 – Boys’ night outIt is 10pm and you and two of your team members are tending the bar tonight. The kitchen has just closed and the bar is at about 50% occupancy. A rowdy group of young men stagger into the bar announcing in very slurred voices that it is Will’s 21st birthday today and order a round of shots. You can clearly see that most of them are intoxicated. Instructions for the person playing the role of the intoxicated man Be very rowdy, keep demanding a drink and refuse a soft drink if offered. After being rowdy for a while and making a few jokes pretend to spit and say you can’t be made to leave. Start to become threatening and say “What are you going to do about it, huh, huh” and things like this. Act drunk and disorderly and uncooperatively and do not let the student negotiate you out of the building. Then begin to threaten violence. Role play 7 – Knock outIt is a quiet lunchtime shift and there are not many people in the bar. There are only a few staff on as the busy period will only be later in the evening. You are tending the bar yourself. Instructions for the person playing the role of the customer 1 Instructions for the person playing the role of customer 2 Walk into the bar with customer 1 and engage in conversation with customer 2 arguing quietly. Be quieter than customer 1. When he pretends to punch you throw one back and then act as if you have fallen down unconscious onto the floor. Act completely unresponsive and then after a minute or so open your eyes and start mumbling. Try to get up and fall back down again. The student should try and prevent you from getting up or moving around. Follow their lead and do as they say. ¨ Not Satisfactory ¨¨ Not Satisfactory ¨¨ Not Satisfactory ¨¨ Not Satisfactory ¨¨ Not Satisfactory ¨¨ Not Satisfactory ¨¨ Not Satisfactory ¨¨ Not Satisfactory ¨
