Full Name: SIT40516 - Certificate IV in Commercial

Cookery
Student ID:
Assessment Task 1: Written Questions

1. Explain three key principles of quality customer service.

ANS:
2. Explain four types of positive communication that should be used to ensure quality
customer service.
ANS:

3. Explain what type of non-verbal communication would be appropriate when engaging with
customers for each of the non-verbal communication behaviours listed in the table.

Non-verbal communication Appropriate for customer service

Body language

Culturally specific communication customs

and practices

Dress and accessories

Gestures and mannerisms

Use of space

Voice tonality and volume

4. Explain how feedback from staff and customers can be used to enhance customer
service.
ANS:

5. Thinking about the qualification you are studying and the industry you would like to work
in, answer each of the following questions:
a. Describe at least three professional service standards and protocols for staff.
ANS:

b. Describe at least three attitudes and attributes that would be expected to work with
customers.
ANS:

c. Describe at least three key customer service needs and communication expectations
in the industry
ANS:

.
d. Describe expected standards for personal presentation and hygiene.

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SITXCCS006 Provide service to customers
Full Name: SIT40516 - Certificate IV in Commercial
Cookery
Student ID:
ANS:

e. Describe customer service and communication needs that may arise for specific
customers such as those with languages other than English.
ANS:

6. Explain five main types of customers that companies engage with.

ANS:

7. Choose a company you are familiar with and/or would be interested in working for.
Answer each of the following questions.
a. What does the company says its response time is for providing services and resolving
complaints? How does this compare to other companies?
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b. What are its personal presentation and hygiene standards?

ANS:

8. Review the table below and explain why it is important for customer service to address
this.

Behaviour Importance for customer service

Acknowledging and greeting customers
Complaint and dispute management
Empowerment of different levels of personnel
to resolve complaints, disputes,
Service issues and customer compensation
Loyalty programs
Presentation standards for customer
environment, customer service personnel, and
documents and promotional materials
Pricing guarantees
Product quality
Refunds and cancellation fees
Response times
Service guarantees
Training staff for customer service and
complaint handling

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SITXCCS006 Provide service to customers
Full Name: SIT40516 - Certificate IV in Commercial
Cookery
Student ID:
9. Choose two cultural groups you know about and for each describe the following in relation
to customer service:
a. modes of greeting, farewelling and conversation
b. body language and body gestures
c. formality of language
d. clothing expectations for customer service staff
ANS:

10. Explain each of the following methods of collecting feedback:

surveys:

interviews:

structured questioning:

observation of
customers:

casual discussion:

11. Explain three types of communication techniques, including key features.

ANS:

12. Explain three types of communication equipment that can be used in customer service.

ANS:

Assessment Task 2: Customer service roleplays

Carefully read the following:

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SITXCCS006 Provide service to customers
Full Name: SIT40516 - Certificate IV in Commercial
Cookery
Student ID:

The Bridge Hotel offers high quality accommodation and dining, as well as conference services for
businesses that include on site catering, and other events such as weddings.
For the purposes of this assessment, you are employed as a Chef for the company. Your main role is
preparing menus and food, but you also assist with answering customer enquiries, liaise with other
staff and suppliers and complete a range of general administration duties.
Customer enquiries are received by the hotel’s reception and forwarded onto you for action.
Today you have been forwarded enquiries from three customers which you need to respond to. Their
details are included in the customer information document. You will participate in a role play with each
of the three different customers. You will also need to refer each customer’s enquiry to three different
staff members.

Complete the following activities:

1. Read the case study information provided above, as well as the List of Services provided
by Bridge Hotel.

Read the Customer Service Policy and Procedures to ensure that you understand the
procedures to be followed, including:
 Personal dress requirements
 Managing enquiries
 Referring on enquiries that you are unable to respond to

For each customer, and based on situation, consider what would be the best way of
communicating with them, for example, through face to face means, by telephone or in
writing.

1. Meet with the customers

Assume that all three customers have come to the hotel to meet you so your
communication with them will be conducted face to face.
Participate in each customer roleplay at the date and time specified by your assessor.
You must ensure that you meet personal presentation and hygiene requirements as set
out in the Customer Service Policy and Procedures. You will be assessed on this.
When exploring catering options with the customers, which is the primary focus of the
discussion, you may provide any information in relation to food and beverages that you
feel would be appropriate in the situation.
You will need to:
 Greet the customer in accordance with company policy.
 Ask the customer about their service needs.
 Establish rapport with the customer and express a genuine interest in their
requirements so as to promote goodwill and trust.

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SITXCCS006 Provide service to customers
Full Name: SIT40516 - Certificate IV in Commercial
Cookery
Student ID:
 Clearly and accurately explain the services offered by Bridge Hotel that may be
suitable for the customer, including providing additional information about services to
enhance their customer service experience.
 Respond to questions and provide information promptly to assist the customer in
selecting the right options for them.
 Ensure you anticipate operational problems that may arise due to the customer’s
booking request and timing.
 Identify information that you are unable to immediately provide to the customer and
respond in accordance with the Customer Service Policy and procedures.
 Demonstrate effective interpersonal skills including:
o Using a warm and friendly tone to build rapport
o Using relevant communication skills to meet the needs of customers with
specific needs
o Speaking clearly
o Asking questions clearly and concisely
o Cleary and accurately responding to questions
o Use active listening techniques
o Using appropriate non-verbal communication

Note that during the roleplay, at least one customer will express dissatisfaction. You are
required to respond proactively to this to avoid a complaint being made.
Scripts:
Customer 1,2,3
2. Write emails to your Manager.
Email Draft- customer 1:

Email Draft- customer 2:

Email Draft- customer 3:

2. Follow-up after the meeting.

Follow up the customer’s requests for information that you were unable to answer.
This will be an email to the appropriate staff member as set out in the Customer Service
Policy and Procedures and within the designated timelines.

Email Draft- Follow-up on customer’s request:

Email Draft- customer 1:

Email Draft- customer 2:

Email Draft- customer 3:

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SITXCCS006 Provide service to customers
Full Name: SIT40516 - Certificate IV in Commercial
Cookery
Student ID:

Assessment Task 3: Customer complaints resolution

project
Complete the following activities:

1. This assessment task requires you to handle customer complaints in relation to all three
customers who used your services in Assessment Task 2. The roleplay will occur over the
phone once for each customer i.e. three times.

You will need to thoroughly review the Complaint Handling Policy and Procedures before
you commence this task to ensure that you understand, and can apply, procedures that
must be followed and understand how to respond to customer complaints.

Handle customer complaints

The customer (your assessor) will call you with each complaint one at a time.
You are always to act in a professional manner.

You will need to:

 Answer the telephone in accordance with company policy.
 Respond to the customer in accordance with the company’s complaints handling
policy and procedure.
 Use questioning techniques as required to establish and agree on the nature,
possible cause, and details of the complaint.
 Offer a solution to the customer in accordance with the complaints handling policy
and procedure and in order to resolve the issues.
 Where you cannot resolve the issue, advise the customer that the complaint will be
referred on as per the complaints handling policy and procedure.
 Demonstrate effective communication skills including:
o Speaking clearly
o Asking questions clearly and concisely
o Using active listening techniques

Script of Telephone Conversations: (Please provide this in a Dialogue format… Just like a
conversation that happen).

Customer 1:

Customer 2:

Customer 3:

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SITXCCS006 Provide service to customers
Full Name: SIT40516 - Certificate IV in Commercial
Cookery
Student ID:

2. Refer customer complaint

As set out in the Complaint Handling Policy and Procedure, all three complaints need to
be referred on. Follow the procedures and send an email to the appropriate person.

Write an Email to the Manager:

Bridge Hotel
FEEDBACK REGISTER
Type of Provided Follow up
Date Related to feedback Feedback provided by required/solutions
June 12 Conference Complaint The food was not Sally Barnes  
served on time
June 12 Wedding Feedback The wedding was John  
beautiful but it would Stanford
have been nice to
have the chef come
out so we could
congratulate him on
the food
August 18 Hotel Feedback Not enough Jeff  
dinner information on menu Schumacher
about whether the
meals are gluten free
August 31 Hotel Complaint We waited for three Margaret  
dinner hours for our food, its Smith
not acceptable
September Hotel Complaint Food portions were Bob Smart Discuss matter with
9 dinner way too small staff at next
meeting
September Hotel Feedback Food was realy nice Cilla Brown  
14 dinner but could have been

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SITXCCS006 Provide service to customers
Full Name: SIT40516 - Certificate IV in Commercial
Cookery
Student ID:
more
           
           

           

           

Assessment Task 4: Customer service report

Complete the following activities:

1. Develop a customer service report

Assume that, as the Head Chef, you have been asked to develop a customer services
report identifying and recommending ways to improve service delivery specifically for your
area. This is to be based on your evaluation of the company’s Feedback Register where
all feedback and complaints are recorded. Your report will inform solutions to be
implemented.

First of all, review the completed Feedback Register.

Then develop a report that includes:

 The purpose of the report and number of complaints and feedback during the
specified period
 An analysis of feedback and complaints with regard to service delivery and provision
of products and services
 Outline of potential solutions to address feedback and complaints

Use the Customer Service Report Template to guide your work.

Your report must be clearly written and address all of the required content as stated
above.

When you have finished writing your report, proofread it thoroughly.

2. Draft an email to the Hotel Manager (your assessor).

The text of the email should be in grammatically correct English, written in an appropriate
(polite, business-like) style.
It should introduce and summarise the contents of the attachment.

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SITXCCS006 Provide service to customers
Full Name: SIT40516 - Certificate IV in Commercial
Cookery
Student ID:

The email text should summarise the customer complaints and feedback and describe
what follow-up is required to ensure that reoccurrence can be avoided in the future.

Attach your Customer Service Report to the email.

Customer Service Report:

Introduction
Include the purpose of report
Include number of complaints and feedback on which the report is based and time period.

Analysis of feedback
Provide an analysis of feedback and complaints.
Identify key themes and issues.

Potential Actions to address

Provide an outline of potential actions.

Recommendations
Provide recommended actions, including order of priority.

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