SOLUTION: Develop and manage quality customer service practices

SITXCCS008 – Develop and manage quality customer service practices Assessment ToolMode | Classroom Delivery Assignment Cover Sheet Student IDStudent NameUnitSITXCCS008 – Develop and manage quality customer service practicesAssessment Task – Title/NumberTrainer/AssessorDate Submitted Note: Plagiarism/Cheating is a serious offence. If a student is found plagiarising/cheating, it may result in a penalty of suspension/cancellation of student’s enrolment. In submitting their work, students must be aware of college’s Plagiarism and Academic Misconduct Policy available in student handbook, college’s website and student administration. Declaration of Originality: By submitting this assignment for assessment, I acknowledge and agree that: This assessment task/work is submitted in accordance with the college’s Plagiarism and Academic Misconduct Policy. I also understand the serious nature of academic dishonesty (such as plagiarism) and the penalties attached to being found guilty of committing such offenceNo part of this assessment task/work has been copied from any other source without acknowledgement of the sourceNo part of this assessment task/work has been written by any other person, except to the extent of team and/or group work as defined in the unit/assessment taskA copy of the original assessment task/work is retained by me and that I may be required to submit the original assignment to the trainer/assessor upon requestThe trainer/assessor may, for the purpose of assessing this assessment task/work:Provide a copy of this assignment to another member of the faculty for review and feedback; and/orSubmit a copy of this assignment to a plagiarism checking service. I acknowledge that a plagiarism checking service provider may then retain a copy of this assessment task/work on its database for the purpose of future plagiarism checking Late submission: Late submission without a prior approval of the trainer/assessor will not be accepted and may delay the assessment outcome. You may also need to resubmit work as per college’s Reassessment Policy. I declare that this assessment is my own work. Student signature:Date: —————————————————————————————————————————————————————————————————————————————————————————————————— Admin Use Only Received | Date StampComments (if any) Assessment SummaryRead all the instructions below before attempting the assessment task. Assessment tasks are tools used to determine if you have the knowledge and skills to complete tasks to industry standards within the workplace. Your trainer/assessor will help you throughout this task and it is your responsibility to provide enough evidence to justify a competent decision by the trainer/assessor. If you do not understand the questions or what is required, ask your trainer/assessor for assistance. For group assessments, all students are to contribute to the assessment tasks. You can work in groups up to a maximum of four people. You are to complete all tasks by the due date and assessments must have a coversheet attached. If you think you do not have enough time to complete the tasks by the due date, discuss with the trainer/assessor the reasons of why you cannot submit on time. Writing your responses When answering questions, ensure that your answers are detailed enough to so the assessor can draw a conclusion that you have the knowledge and/or skills to demonstrate competency. Handwritten answers must be written in blue or black pen. When producing reports, ensure that your project has a title page, table of contents, page numbers, reference list, ensuring that your answers thoroughly match the questions asked. Answer all questions in your own words to avoid plagiarism. Plagiarism is copying someone else’s work or ideas and saying that it your own work. Sources of work must be properly referenced, outlining the source of your ideas. Penalties may include having to resubmit the assessment task again, repeating the Unit of competency, or for repeat plagiarism, expulsion from Australian College of Hospitality & Business Management. Marking of Assessments On submission of your assessment will be marked for a result of either Satisfactory (S) or Not Yet Satisfactory (NYS). If you receive a NYS result, you will be asked to redo the tasks again. To achieve a competent result with this unit, all tasks need to be completed and marked as satisfactory. Your trainer/assessor will provide feedback to you on each task, outlining where you must improve to achieve a Satisfactory (S) result. When all tasks are marked as Satisfactory (S), you will receive a result of Competent (C) for this unit otherwise, you will be marked Not Yet Competent (NYC). Assessments submitted to the trainer/assessor after the due date may not be accepted, and you may have to pay a resubmission fee / adjustment may apply. Students with Special Needs If leaners/learners have any special needs (e.g. physical disability, learning difficulty) regarding assessment, they should be directed to discuss these with the Course Coordinator. The college will endeavour to make all possible and reasonable adjustments to any aspect of assessment in order to address those needs. Some examples of additional support could include: Language, literacy and numeracy (LLN)Assistive technologyAdditional materials or tutorialsAssistance in using technology for online delivery components. Reasonable adjustment Reasonable adjustment refers to any modification made to the learning environment, certification requirements, training delivery or assessment method to help learners with a disability access and participate in education and training on the same basis as those without disability (IBSA, 2015). The Disability Standards for Education 2005 were formed under the Disability Discrimination Act 1992. They clarify the obligations of training providers to ensure that learners who have a disability are able to access and participate in education and training on the same basis as those without disability. Some examples of reasonable adjustments could include: Personal support services, e.g. a reader, Auslan interpreter, a scribeassistive technology or special equipment, e.g. screen readers, magnifiers, alternative keyboardsmodifying the presentation method, e.g. visual, oral, print, electronicadjustments to timeframes, e.g. providing materials prior to class, extended time limitsadjustment of the physical environment, e.g. specific furniture, arrangement of classroom. The determination of “reasonableness” requires judgement that must take into account the impact on the RTO and the need to maintain the integrity of the qualification. While reasonable adjustments can be made to the ways in which evidence of performance is gathered and demonstrated, the criteria for making Competent/Not Yet Competent decisions (and/or awarding grades) should not be altered in any way. That is to say, the standards expected should be the same irrespective of the group and/or individual being assessed (Disability Standards for Education 2005). Skill Recognition and Credit Transfer Appropriate credit(s) may be granted to eligible students against each unit of competency on presentation of evidence of successful completion of the same unit in an equivalent or higher qualification. Under the Australian Qualifications Framework, this qualification recognises competencies achieved as part of a Nationally Recognised Qualification from other institutes or universities. Students may also apply for Recognition of Prior Learning (RPL) by providing evidence that they have the required skills and knowledge in the specific areas of competency through work/industry experience and/or completed eligible assessments in equivalent or higher qualification. Please refer to college’s RPL/Credit Transfer Policy for more information and applicable procedures. The policy is available either through the faculty coordinator or college’s website Academic Policies and Procedures Applicable policies and procedure related to this course including plagiarism, assessments, appeals and complaints, can be found with the course coordinator as well as in the “Policies and Procedures” section of the college’s website. Submission of Work All the written works must be submitted in a hard copy, and an additional soft/electronic copy if required by the trainer/assessor, with an accompanying “Assessment Cover Sheet”. Each Assessment Cover Sheet should be signed by the student and must contain student details and date of submission. Material submitted for assessment—Word processed assignments, reports, essays, projects, etc. must contain student’s name, ID (if available). Within the context of these assessment tasks, the assessor fulfils the role of client, manager or supervisor, as applicable. Work submitted for “approval” within this context must demonstrate care and attention to detail, such that the student inspires confidence that the work is being undertaken competently. Where soft copy/electronic files are submitted, students are encouraged to name the files according to established procedure. This would typically include a course or unit code, assessment or submission code, and in the case of multiple files an alphanumeric identifier. Multiple files may also be required to be submitted within an enclosing folder (with similar, appropriate naming conventions) or archive format—e.g. zip. Follow submission guidelines in each assessment task for specific instructions. Unit Overview This unit describes the performance outcomes, skills and knowledge required to develop, monitor and adjust customer service practices. It requires the ability to consult with colleagues and customers, develop policies and procedures for quality service provision, and manage the delivery of customer service. The unit applies to senior managers who operate independently, have responsibility for others and are responsible for making a range of operational and strategic decisions Learning Outcomes On successful completion of this unit, the learner/trainee will be able to; Develop quality customer service practices.Manage delivery of quality service.Monitor and adjust customer service. As well as demonstrating the performance criteria, to be assessed as competent, the learner must demonstrate their ability to apply the required knowledge and skills in a range of situations. These are summarised in the Competency Standards section below. Prerequisite Requirements This unit does not have a pre-requisite. Performance Criteria The following performance criteria specify the required level of performance for each of the elements of competency: ElementPerformance Criteria1. Develop quality customer service practices.1.1.Obtain information on customer needs, expectations and satisfaction levels using both formal and informal research. 1.2.Provide opportunities for customers and staff to give feedback on products and services. 1.3.Review changes in internal and external environments and integrate findings into planning for quality service. 1.4.Provide opportunities for staff to participate in development of customer service practices. 1.5.Develop policies and procedures for quality service provision.2. Manage delivery of quality service.2.1.Communicate policies, procedures and expectations to staff. 2.2.Make policies readily available to customers and staff. 2.3.Monitor customer service in the workplace to ensure standards are met. 2.4.Initiate staff training to enhance customer service. 2.5.Take responsibility for service outcomes and dispute resolution. 2.6.Act as a positive role model for professional standards expected of service industry personnel.3. Monitor and adjust customer service.3.1.Seek ongoing feedback from staff and customers to improve performance. 3.2.Assess effectiveness of customer service practices. 3.3.Identify systemic customer service problems and adjust policies and procedures to improve service quality. 3.4.Develop, document and communicate new approaches to customer service to staff involved in service delivery. Performance Evidence Evidence of the ability to: research and develop customer service policies and procedures for at least three different areas of the business that meet industry standardsimplement and monitor practices for quality customer service in line with above policies and procedures over four service periodsevaluate practices for quality service provision and identify any failingsreview policies and procedures adjust as necessary and communicate any new practices to staff. Knowledge Evidence The following knowledge must be assessed as part of this unit: principles of quality customer servicespecific industry sector:professional service standards for service industry personnelattitudes and attributes expected by the service industries to work with customersroles and responsibilities of management, supervisors and operational personnel in providing quality servicesources of information on current service trends and changes that affect service deliveryinternal and external environmental changes and their effect on planning for quality customer service:changes in the competitive environmenteconomic climateintroduction of new technologies or equipmentmanagement changes and organisational restructuresrecruitment practicestrends in customer service preferencesmethods of formal and informal customer research:analysis of competitive environment and industry service trendscustomer service surveyscustomer focus groupsqualitative or quantitative researchseeking feedback from service delivery colleaguesquestioning customersmethods of implementing quality service provision:developing, implementing and monitoring customer service policies and proceduresinvolving staff in the development of customer service practicesevaluating staff and customer feedbackmethods of assessing the effectiveness of customer service practices:examining overall business performancemonitoring the ongoing effectiveness of:staff in meeting customer service standardspolicies and procedures in explaining practicesreviewing numbers and nature of:complaintsdisputesresponses of customersreviewing customer satisfaction survey statisticsmethods of obtaining feedback from customers:customer service discussions with employees during the course of each business daydiscussions with customersformal customer interviewsregular staff meetings that involve service discussionsseeking staff suggestions for content of customer service policies and proceduressurveys of internal customers, external customers and staffimprovements suggested by:customers involved in complaints or disputessuppliersstaff, supervisors and managersindustry schemes, accreditation schemes and codes of conduct aimed at improving customer serviceareas where organisational policies and procedures assist in ensuring quality customer service:acknowledging and greeting customerscomplaint and dispute managementauthority for different level personnel to resolve complaints, disputes, service issues and customer compensationloyalty programspresentation standards for customer environment and customer service personnelpricing and service guaranteesproduct qualityrefunds and cancellation feesresponse timesstaff training for:customer servicetechnical skillsobjectives, components and comprehensive details of consumer protection laws that relate to customer service, and the business’ responsibility for:nominating and charging cancellation feesproviding information on potential price increasesproviding refundssupplying products as described or substituting suitable products when unableformats for and content of policies and procedures. Assessment Task 1: Assessment TaskShort Answer QuestionsScheduleOutcomes AssessedPerformance Criteria:1.1,1.2,1.3,1.4,1.5,2.1,2.2,2.3,2.4,2.5,2.6,3.1,3.2,3.3,3.4,Performance EvidenceAddresses some elements of required foundation skills and knowledge as shown in the Assessment Mapping documents Instructions for answering written questions: Student must have to complete a written assessment consisting of a series of questions.It is expected from students to correctly answer all the questions.Answers must demonstrate an understanding and application of relevant concepts, critical thinking, and good writing skills.Student must concise to the point and write answers according to the given word-limit or provide enough evidences to each question and do not provide irrelevant information.Student must not use non-discriminatory language. The language used should not devalue, demean, or exclude individuals or groups based on attributes such as gender, disability, culture, race, religion, sexual preference or age. Gender inclusive language should be used.Assessor should not accept answers copied directly from texts without acknowledgement of the textTrainer/Assessor will provide student further information regarding the location of completing this assessment task. Description: This is an open book Assessment task and all the questions must be answered. Assessment criteria Student work will be assessed based on the following criteria. Students have also been provided with the assessment criteria in the “assessment tool” to ensure that they cover all the task requirements. The following criteria must be addressed for this task; Need to demonstrate underpinning KnowledgeAll the questions are attempted and answered Submission Guidelines Submit; Completed Test paper Your task: Provide a detailed response to each of the following questions. Explain how informal and formal research can be used to develop quality customer service. Provide an example for each research method. Response Why is it important to have an understanding of your competition in order to plan for quality customer service? Response When developing market knowledge, it is essential to have an awareness of how the market is divided. Explain each of the following segments of the market. Provide examples of how each segment can influence customer choices and trends. ResponseDemographic segmentationGeographic segmentationPsychographic segmentationBehavioural segmentation Why is it crucial for a manager to have in-depth knowledge of internal and external business environments to provide quality customer service? Provide 2 examples each, for internal and external factors: Response Identify three ways you can obtain information about current trends in your industry. Response1.2.3. Explain businesses’ responsibilities under Consumer Protection Law and how it impacts on customer service delivery. Response Explain why it is important to have a clear refund and cancellation policy and what is required if there are potential price increases. Response Describe the importance of providing accurate product information to customers in order to provide quality customer service. Response In order to provide quality customer service, it is important to establish your target market. Provide 4 questions you should consider when developing a clear customer profile. Response1.2.3.4. Why is consistency crucial to providing quality customer service? Response Describe five common principles of customer service in detail. Response1.2.3.4.5. Suggest three service standards to encourage quality customer service for your specific industry. Response1.2.3. Describe 3 industry schemes aimed at improving customer service, including 1 relevant to your work area Response1.2.3. Define continuous improvement and explain how this process contributes to effective customer service. Response Explain why it is essential to have an effective complaint handling procedure. Response If you are faced with an escalating complaint, why is it necessary to involve management? Response List three ways you can set a positive example for customer service as a manager. Response1.2.3. Why should specific preferences of regular customers be communicated and shared with all staff? Response It is necessary for service standards to be communicated to and followed by both new and old staff. Which policies and procedures can be used to assist in setting standards? Provide 3 examples. Response List 10 examples of policies and procedures which are commonly used in organisations to set standards for customer service: Response1.2.3.4.5.6.7.8.9.10. How can changes in technology affect the business’ customer service practices? Response How can management changes and organisational restructures affect the business’ customer service practices? Response Describe three methods of formal and informal customer research you can implement to determine your existing level of customer service. Response1.2.3. You are reviewing feedback received from customers. List 4 aspects you will review and what this would involve to evaluate responses critically. Response1. 2. 3. 4. While you are working a shift, you witness an employee get into an argument with a customer regarding a delay in service. You record the incident and notice that there has recently been an increasing number of disputes between staff members and customers. What would this indicate to you in terms of processes in place and processes potentially lacking? Response In order to improve the quality of customer service delivered by a business, the existing level of service must be determined. List 4 ways of obtaining customer feedback about your level of service: Response1. 2. 3. 4. List 2 things that must occur when a change or improvement needs to be implemented: Response1.2. Why is it important to communicate your policies and procedures to your staff and customers? Response List 3 common ways to make your policies and procedures readily available to your customers? Response1.2.3. Answer the following questions in relation to the data report below: The following data report provides you with a summary of customer surveys that were recently conducted for the “Coloured Sands Resort”. There were 200 customers who participated in this survey. Each customer was provided with a questionnaire. The data was analysed and entered in the format below to provide a summary report. You are required to review the summary, check the accuracy of figures and perform simple calculations to reflect percentages. Analyse the provided data and identify areas that need further improvement and actions by answering all questions below. ScaleReceptionRoom Service and HousekeepingRestaurantToursSeasideEntertainmentVery Good(108) Reception service on arrival is good.(36)(58) Buffet is good (52) Lots of variety of food (24) Excellent(74) Good tours(74) good access to the beach (39) Swimming pool is nice.(88) the staff is excellent (80) Many interesting activities for allGood(80)(22)(66) Very good food.(64) good organisation of tours(40) all good(32) very good entertainment optionsNot Good(6) Rooms are too small (56) Towels are dirty (10) housekeeping staff not able to help (46) Rooms are not very clean.(30) expensive tours(4) didn’t like the beach sideNo Comment122432Total200200200200200200 Express the responses collected as percentages in each category (very good, good, etc.). Provide a critical reflection on each department outlining which service aspects and operational factors you should further investigate to help improve customer satisfaction. (For example why have some customers not commented – how could this improved, e.g. by providing incentives; is the survey specific enough to provide feedback for specific areas?) Response Suggest a suitable customer service strategy that can be implemented in the department which you have identified as the major problem area to improve the customer service practice in that area/department. Who should be involved and what would this require in terms of participation/involvement and communication? Response Assessment Task 2: Assessment TaskCase Study & Policy developmentScheduleOutcomes AssessedPerformance Criteria: 1.1,1.2,1.3,1.5,2.3,3.1,3.3Performance EvidenceAddresses some elements of required foundation skills and knowledge as shown in the Assessment Mapping documents Assessment instruction: This task is conducted as open book Assessment (this means you are able to refer to your textbook, resources or any other reading materials).Student must read and respond to all criteria of the task.Student must use computers to answer the criteria of the project.Student must complete the task independently or in group, please see the assessment criteria.No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or Not Satisfactory.As student complete this assessment task student predominately demonstrating his/her practical skills, techniques and knowledge to trainer/assessor.The trainer/assessor may ask student relevant questions on this assessment task to ensure that this is his/her own work. Case Study Mr and Mrs Jones were looking forward to celebrating their 5th wedding anniversary in style and had great plans for their special evening. Mr Jones decided to book a table for two for dinner at the recently refurbished “Cape Lighthouse”, a restaurant with commanding views over the Coral Sea. To ensure a nice table with views for this occasion, Mr Jones had contacted the restaurant 2 months prior to make a reservation with a male staff member who appeared to be very professional. The booking was then confirmed by telephone with Alex, a waitress, 1 week prior to the booked date. On their anniversary Mr and Mrs Jones arrived at the restaurant; however they found there was no booking in their name. Staff were unable to locate any booking information. Mr Jones was asked whom he had spoken to, to make the reservation and provided the details of staff; however this was somehow shrugged off and they were asked to wait at the entry to “see whether a table could be arranged”. As it was a Friday night the restaurant was very busy. Mr and Mrs Jones had to wait 15 minutes before they finally were led to a small table the back of the restaurant near the kitchen doors. After a further 15 minutes they were attended to by a drink waiter who took their order for an aperitif. The Joneses placed their food and wine order and their entrees arrived after 30 minutes. The white wine to go with the entrees did not arrive and the drinks waiter seemed to ignore their eye contact. The main course for Mr Jones arrived within 5 minutes after the entrees had been cleared, however Mrs Jones’ meal did not arrive for another 20 minutes. Mrs Jones was very upset with the service and was almost on the verge of leaving. When Mr and Mrs Jones went to pay the cheque on their way out, Mrs Jones was expecting an apology from the restaurant staff with regards to their booking and the delay in the service, unfortunately no one was around even to talk about it. Mr and Mrs Jones decided that this was the last visit ever at this establishment. They definitely would tell their family and friends about their dining experience at “Cape Lighthouse”. Resources Requirements Weblink access to: https://www.business.qld.gov.au/business/starting/business-planning/processes-procedures-standards Your task: Address each of the following questions relating to the case study. Identify Mr and Mrs Jones’ customer needs and expectations in this case study. What would a customer expect not only on an important occasion like the mentioned anniversary but on each occasion when visiting an establishment? Response What could be the likely effects of this incident for the business and custom down the track if the customer service issues are not addressed? Response You are the General Manager of the Cape Lighthouse and the experience of Mr and Mrs Jones has come to your attention. You are determined to make contact with the customer to attempt to resolve the issue and achieve a positive outcome. Draft a letter which clearly outlines the steps you will undertake to contact Mr and Mrs Jones and how you will try to solve the issues. (This could be used as guidance for a telephone conversation for contact). Response Considering Mr and Mrs Jones’ recent experience, it is important to assess if there are recurring issues with customer service at the Cape Lighthouse. How will you determine if this is a one-off issue or if there are persistent problems? Outline your approach. Response You are required to develop a policy and procedures for each of the following problem areas which were evident: BookingsStaff Presentation / Greeting / HostingReporting requirements / staff hierarchy (General Responsibilities and who is to be contacted in case of an issue – if your industry sector varies [events, cookery, tourism, accommodation] you may use the hierarchy which is commonly relevant to that industry sector)Customer Service Procedures for Service (Orders, timelines, attendance)Dealing with complaints Each policy needs to include: The policy nameThe aim or purposeThe details of what is includedThe procedures included to achieve the purposeWhat are the requirements to train staff to be able to perform the procedures?How will this policy and its effectiveness be monitored and evaluated?To whom will this policy be made available? How? Assessment Task 3: Assessment TaskObservationsScheduleOutcomes AssessedPerformance Criteria: 1.2, 1.4, 2.1,2.2,2.3,2.4,2.5,2.6,3.1,3.2,3.3,3.4,Foundation Skills, Performance EvidenceAddresses some elements of required foundation skills and knowledge as shown in the Assessment Mapping documents Assessment instruction: This task is conducted as open book Assessment (this means you are able to refer to your textbook, resources or any other reading materials).Student must read and respond to all criteria of the task.Student must use computers to answer the criteria of the project.Student must complete the task independently or in group, please see the assessment criteria.No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or Not Satisfactory.As student complete this assessment task student predominately demonstrating his/her practical skills, techniques and knowledge to trainer/assessor.The trainer/assessor may ask student relevant questions on this assessment task to ensure that this is his/her own work. Assessment criteria Observations You will be observed over four service periods, how you: Implement developed policies and proceduresCommunicate requirements with staffMonitor service provisions and manage these efficientlyEvaluate each service instance and incorporate feedback into the next instance. You are required to write a brief summary for each service instance, clearly outlining: What worked wellWhat needs improvementHow you have evaluated each policy you have implementedHow was staff involved for the purpose of evaluationHow you will implement each identified change required into the following service instance. Provide each summary to your trainer prior to each service instance. Your implementation of procedures and requirements you have identified in each instance will be part of the assessment of your performance. Details of the nature of the major tasks for each service period should be provided in the table below. InstanceDateDuration from … to…Tasks to be completed What will be observed?Evaluation summary completedService Period 1:Details:Policies and procedures implemented and followed:Service Period 2:Details:Policies and procedures implemented and followed:Service Period 3:Details:Policies and procedures implemented and followed:Service Period 4:Details:Policies and procedures implemented and followed: Addition information:Consumer rights & guarantees https://www.accc.gov.au/consumers/consumer-rights-guarantees Industry codes of practice https://www.acma.gov.au/industry-codes-practice How to manage customer complaints https://www.business.gov.au/People/Customers/How-to-manage-customer-complaints customer satisfaction surveyshttps://www.surveymonkey.com/mp/customer-satisfaction-surveys/ Student Feedback FormUnitSITXCCS008 – Develop and manage quality customer service practicesStudent Name:DateAssessor Name:Please provide us some feedback on your assessment process. Information provided on this form is used for evaluation of our assessment systems and processes. This information is confidential and is not released to any external parties without your written consent. There is no need to sign your name as your feedback is confidential.Strongly AgreeAgreeAverageDisagreeStrongly DisagreeI received information about the assessment requirements prior to undertaking the tasks54321The assessment instructions were clear and easy to understand54321I understood the purpose of the assessment54321The assessment meets your expectation54321My Assessor was organised and well prepared54321The assessment was Fair, Valid, Flexible and Reliable54321My Assessor’s conduct was professional54321The assessment was an accurate reflection of the unit requirements54321I was comfortable with the outcome of the assessment54321I received feedback about assessments I completed54321The pace of this unit was:Too SlowGreat PaceToo FastComments: