Task 6 Taqdir

SITCCS007 Enhance Customer Service Experiences
SITXCCS008 Develop and Manage Quality Customer Service

SITXCOM005 Manage Conflict
Student Name: Taqdir Kaur
Student Number: JLC170616
Assessment Task 6: Evaluation
WHAT NEEDS TO BE SUBMITTED?

 Part A: Report to management.
 Part B: Updated policies and procedures and email to employees. EMAIL
1.
PART A
2. Marino management has asked that you complete a report on how the customer service
practices, policies and procedures are working, and have asked you to review the numbers of
complaints and conflicts in the past three months. They would like you to arrange any training
required by staff members, and update policies and procedures if necessary.
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2. When your report is complete, send it to your assessor as if they were John Marino. PART B
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Background information
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Post-follow up customer feedback indicated that the customers from role plays 1, 2 and 4 were
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happy with the final outcomes and the way the situations were handled.
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Other feedback gathered indicates that 80% of customers are very satisfied with customer service
and there were no other complaints made during the period.
You have identified that the staff need training in how to manage conflict more effectively with each
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other and you would also like to provide them with training on how to deal with aggressive
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customers after the incident that happened earlier this month.

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4. Your report needs to include the following:

 An evaluation of the complaint’s registers and summaries of outcomes.
 An evaluation of the two incidents that occurred during the period (from Assessment Task 5:
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role plays 6 and 7) and a summary of how they were handled and any improvements that
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could be made to procedures and practices involving conflict resolution and management.
 Any customer service issues you have noticed or feedback you received from customers and
how this can be addressed.
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 Possible causes of conflict between employees and how this can be managed.
 Training that you believe will be beneficial and arrangements you would like to put in place
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including sources of internal and external assistance that could be used.

 At least three suggestions to update policies and procedures. At least two of these
suggestions should be updates to the policies and procedures that you developed in
Assessment Task 4; and the third one can be to the policies and procedures provided to you
as part of this assessment – or your own that you developed in Assessment Task 4.
1. What do I need to hand in for Part A of this  Have I completed this?

task?
 Report to management  □
PART
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5. Your report has been read by management and they have approved your training arrangements
and suggestions for policy and procedure updates.
 Update the policies and procedures as outlined in your report from Part A.
 Compose an email that will be sent to all staff communicating the changes and attach the
updated policies and procedures. Advise them of the details of the training arrangements
including benefits of receiving the training
5. What do I need to hand in for Part B of this task?  Have I completed this?
 Updated policies and procedures and email to employees  □
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6 Part A
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EVALUATION REPORT
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Evaluation of the complaint registers and summary of outcome
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The customers from role play 1,2 and 4 were satisfied with final outcomes. They were satisfied with
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our complaint handling procedures and follow up process, because mistakes made from our side and
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accepted and resolved.
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What are the outcome and compensation?
Role play 1
 Susan apologies and order correct food
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 Remove the late served food from bill and give them a voucher of 10% off for next meal.
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For Role play 2 –

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 Contact customer through social media and get full information about what happened and
assured them it will never happened again.
 Give them voucher of 10% of for their next visit.
For Role play 4 –
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 Manager apologies for what happened and ask waitress to make correction in the order.
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Generate a new bill and pass to customer.

 To cover up for time wastage, give a voucher of 10% discount to milkshakes.
2 An evaluation of the two incidents that occurred during the period
What you should have done better next time
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For role play 6:

Request staff members to be watchful of behaviours in customers. Make sure all servers have RSA
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and know legal limit of alcohol service so that they able to explain customer why we can’t serve after
the legal limit. Call security whenever required.
For role play 7:
Observe customer behaviour, take action quick if you think something wrong goanna happen.
Situation getting out of control call security straight away.
3 Briefly explain how they were handled, and any customer service issues you must notice or
feedback you received from customers and how this can be addressed.
 Listen to the complaint
 Record details of the complaint
 Get all the facts
 Discuss options for fixing the problem
 Act quickly
 Keep your promises
 Follow up
4 Possible causes of conflict between employees and how this can be managed.
Causes of conflict
 Communication gap, culture and ethnicity difference
 Lack of team spirit
 Different level of experience and groupism
Management of conflict with employee
 Provide training to work in team and clear objectives.
 Staff should have clear guidelines on behaving with each other.
 Give them objective to work towards.
 Provide material about cultural diversity.
5 Training and improvement:
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To improve work safe environment and employees’ performance external and internal assistance can
be used.
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Internal assistance
 Provide literature to employees about work safe.
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 Tell employee about law related to work safe.
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 Supervise employee while performing their duty
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External assistance
 Send employees to other organization for grabbing knowledge.
 Hire private firms to train employees and organize seminars.
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6 At least three suggestions to update policies and procedures. At least two of these suggestions
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should be updates to the policies and procedures that you developed in Assessment Task 5 – 5
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POLICIES AND PROCEDURES.

PICK ANY 3 POLICIES/PROCEDURES FROM TASK 5.
1 Communication Policy
Suggestion:
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 Follow protocols while responding customers queries.

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 Provide resources and fund.

 Regular training should be organized.
2. Social media policy

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Suggestion:
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 Make all social media accounts checked every day on regular basis.
 Organize resources to manage social media platform.
 Encourage staff to stay up to date with technology
3. Welcome procedure
Suggestion:
 Provide clear instructions on how this process will work.
 Train staff properly and monitor them on job.
 Focus on personal hygiene and cleanness.
4. Telephone procedure
Suggestion
 Phone attendant should be fluent and have a command on language.
 Follow protocol while responding queries from customers.
 Record all calls as evidence of fair treatment.

5. Responding to social media procedure
Suggestion
 Allocate fund and resources for smooth run of social media platforms.
 Train of employees also very important.
 Learn emerging trends in the industry and implement them straight away.
AT 6 PART B
EMAIL
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Compose an email that will be sent to all staff communicating the changes and attach the updated
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policies and procedures.
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Advise them of the details of the training arrangements including benefits of receiving the training
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EMAIL rs e
To: allstaff@marino.gmail.com
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CC: johsimarino.champion@gmail.com
Subject: Marino enterprise Policies and Procedures, Training/Improvement
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Attention all staff,

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Please find the enclosed updated version of policies and procedures of Marino enterprises.
I would like to thank all the nice people of Marino enterprises who came forward with suggestions.
Management go through all the suggestion and most viable for the business are included in the
updated version. Please read all the documents carefully and if you don’t understand anything, talk
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to supervisor or manager.
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Yours Sincerely,
Taqdir Kaur
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Manager
Marino Enterprises
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SITCCS007 Enhance Customer Service Experiences

SITXCCS008 Develop and Manage Quality Customer Service

Assessment Task 6: Evaluation

WHAT NEEDS TO BE SUBMITTED?

customers after the incident that happened earlier this month.

4. Your report needs to include the following:

including sources of internal and external assistance that could be used.

1. What do I need to hand in for Part A of this  Have I completed this?

For Role play 2 –

Generate a new bill and pass to customer.

For role play 6:

POLICIES AND PROCEDURES.

 Follow protocols while responding customers queries.

 Provide resources and fund.

2. Social media policy

 Record all calls as evidence of fair treatment.

Attention all staff,

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