Assessment 3

Unit Code: - SITXCCS008

Question 1(a):
Explain the difference between internal and external customers. Give examples of both. (1.1)
An internal patron can be every body within an corporation. it is able to be another branch, some
otherkitchen or maybe a co-worker. Many departments addresscustomers inside an agency.
example: the advertising department of a business enterprise creates substances which are used
by areas of the equal organization. The people the use of the marketing are the customers of
the marketing branch.
An external purchaser is one that isn’t part of an company. they're one that receives a service or
product from the corporation. they may be the ones who pay for a services or products and may make
or break an enterprise.
instance: A dealer of the agency.

Question 1(b):
Should internal customers receive the same service as external customers? Why? (1.1)
just as external clients are critical to an business enterprise for its success,
the internal clients must also be saved happy for the nicely-being of the company.
high purchaser pride is as essential for inner clients as it isfor outside clients.

Question 1(c):
How does product and service quality offered by supplier’s impact on the product/ service quality
offered to customers? (1.1)
knowing and information customer wishes is at the centre of every successful commercial
enterprise, whether or notit
sells immediately to individuals or other organizations. once there's the expertise, it can be used to
steer potentialand present customers that buying from the own businessin their first-rate interests.

QUESTION 2
Question 2(a):
What is the purpose of a customer survey? (1.2)
The general motive of customer delight surveys is to assesshow happy your clients are
with distinctive aspects of product/service. identifying unhappy clients is as criticalas figuring
out extraordinarily glad ones.
they are able to help the agency growth profitability and growth via measuring customer perceptions
of the products and services in addition to their level of believeand dedication to the commercial
enterprise.

Question 2(b):
Why is it necessary to collect feedback from customers, suppliers and stakeholders? (1.2)
collecting purchaser remarks shows businesses price their opinions. through asking
the customers for remarks the business speak that their opinion is important to
them. proprietors involve them in shaping their commercial enterprise so that
they feel extra connected to the employer. being attentive to their voice allows to
create stronger members of the family with them.

QUESTION 3
Question 3(a):
Briefly outline the ways in which a service organisation of your choice uses market research to
identify and pursue opportunities to enhance the quality of their service and products. (1.3)
The company I chose for an instance of advertising and marketing studies is the japanese eating
place where Niji Bar works;
Niji contains out a advertising work presenting the publiccommon eastern food with fusion
at affordable chargesand
of desirable quality. The eating place is located in theHurstville suburb acknowledged for
its chinese populacewhich
makes it attractive in terms of marketing studies because of the affinity in terms of way of life and form
of target market
ideal for what Niji gives.

Question 3(b):
What are the benefits of integrating market research findings into planning for quality service? (1.3)
included marketing is a strategic technique to integrating communications and
interactive reports focused ondefined audiences and individuals which coordinates
all components of advertising and marketing of a brand, together with: Paid media (offline advertising,
direct advertising and marketing and on line display.
The advantages of this encompass:
● it's cost effective. developing virtual assets like content, snap shots and pics costs money and time.
● It Builds accept as true with with the clients
● It removes Confusion. With inner and outside clients.

QUESTION 4
Question 4(a):
Why should managers provide opportunities for staff to participate in the development of customer
service practices and what format could those opportunities take? (1.4)
It is critical that the employees or internal consumers of the agency are a part of the method of making
ready a guide of practices and rules, due to the fact they are the business enterprise, similarly to
customising the serviceregulations, which generates extra agree with and a greater feel of belonging
with the business enterprise itself.

QUESTION 5
Question 5(a):
Outline the steps involved in developing policies. (1.5)
the subsequent steps in standard approach the key rangesinvolved in developing policies:
❏ identify need. policies can be developed
❏ identify who will take lead obligation. ...
❏ gatherrecords for the coverage
❏ Draft coverage.
❏ consult with appropriate stakeholders.
❏ Finalise / approve policy. .
❏ take into account whether processes are required. ❏ enforce.

Question 5(b):
What considerations should be taken into account when assigning responsibilities in policy
documents? (1.5)
a number of the considerations to absorb account whenassigning duties in coverage file include:
1. degree of detail: The policy & processes themselves, to what stage of detail have to they get to? If
the coverage & processes fail to have enough detail, then their effect may
be too loose and not cover the law efficaciously.
2. How Prescriptive: danger of making the policies & procedures to particular and restrictive which
means that if a scenario deviates from what we've got prescribed then employees turns into paralysed
as they'll not be capable ofmake decisions on the way to manage a state of affairs. this may result
in the logistics characteristic nothappening, but much more likely that the function will
becompleted in an uncontrolled manner leaving the organisation exposed under Chain
of responsibility.
3. Scope of coverage: not deliberating all theapplicable companies. under new rules a
person engaged to finish a undertaking on a site (consisting of a truck) will be deemed as a
“employee”,
no matter how they're engaged, be they a direct employee, a subcontractor, thru a labour
rent business enterprise, through a third or 4th party.
4. rationale vs action: coverage & procedures of intent notmovement; this dependancy is not
unusual with many
agencies and that they develop policy & processes that appears awesome at the bookshelf and
has significantversion manage and indexing however in reality bears no resemblance to
what virtually takes place inside thebusiness. this indicates group of workers will retain to
finish tasks in the identical way they usually have and pay no attention to
the corporation coverage & tactics.

SECTION 2 - Manage delivery of quality service

QUESTION 6
Question 6(a):
The responsible service of alcohol aims to provide consumers with safer venues that are committed
to practicing harm minimisation techniques. (2.1)
responsible service of Alcohol (RSA) method serving and offering liquor responsibly.
It also method that Licensees, accredited Managers and personnel who promote or deliver liquor are
required to conduct their commercial enterprise responsibly, and can all be held responsible
fortheir moves

Question 6(b):
Research an organisation in the hospitality, tourism or travel industries and develop a list of the
policies and procedures they have made available to customers and the method they have chosen to
do this. (2.2)
CAPE LIGHTHOUSE regulations AND tactics guide.
a. Bookings
The goals of this coverage are to specify the concepts of responses to bookings in the place of business.
❏ The organization desires to increase a personal websitewherein each and the whole thing could
have the record. ❏ credit card details are required to cozy all reservations at Cape Lighthouse. need
to cancel reservation inside 72hours of the arrival time or fail to reveal for the booking, a
cancellation fee in step with character will
be incurred. Please contact us on 04269946/customerservice@capelighthouse.com to make any
amendments to ther reservation.
The approach of communique of this policy is covered in a record inside the premises
and additionally in virtualmodel for the customers within the website of the eating place.

QUESTION 7
Question 7(a):
A number of strategies for monitoring the progress of achieving product and/or service targets and
standards have been discussed in the text. Which of these strategies do you consider to be the most
useful? Why? (2.3)
The techniques for tracking development of servicetargets and standards which might
be considered extrauseful encompass:
❏ databases and different controls to file and evaluaterecords over the years,
❏ digital comments mechanisms the use of intranet, internet and email,
❏ remarks bureaucracy and different gadgets to permitverbal exchange from customers.

QUESTION 8
Question 8(a):
Develop a questionnaire to identify the customer service training needs of workers responsible for
administration in a hospitality, travel or tourism business. (2.4)
Questionnaire to discover customer service educationwishes.
❏ How would you fee your basic experience with our provider?
❏ To what extent did our services and products exceed your expectancies?
❏ considering your experience with our meals and services, how in all likelihood is it
that you'll suggest us to a
friend or member of the family?
❏ How would you describe our food and the enjoy at our venue?

Question 8(b):
What should be considered when organising internal training for staff on customer service policies,
procedures and expectations? (2.4)
considered whilst organising internal education on provider regulations and methods encompass:
rent hassle-solvers.
Empower employees to resolve troubles on their very own. inspire active listening.
put money into schooling and development.
aid huge-ranging enterprise knowledge.
talk for your employees.
version persistence and empathy.
Make customer support all people's task.

Question 8(c):
Research training providers suitable to deliver customer service training in your state/ territory.
Provide details of one provider including their area/s of expertise and justify why you would use this
provider to deliver customer service training. (2.4)
The training company suitable to supply customer supporttraining choose is catch training, placed in
Blacktown, Campbell town. The purpose why this employer is chosento do the schooling is due to the
fact they offerextraordinary guides associated with hospitality industrythat combined can result
in a bargain for the business enterprise. some of the regions of know-
how include: meals safety training, Barista education, RSA course, Retail and Managment skills.

QUESTION 9
Question 9(a):
Research two management roles in the hospitality, travel or tourism industries and write a brief
overview of the service outcomes and dispute resolution responsibilities for each position. Identify
the skills, knowledge and personal qualities required to manage service outcomes and dispute
resolution for each position. (2.5)
In trendy, hospitality managers oversee the every dayoperations of a lodge or eating place, which
includescoping with personnel, ensuring guest delight, and following the correct steps to ensure that
the facilities are nicely-maintained. Hospitality managers also are required to
supervise the maintenance of economic and administrative records.
The particular job obligations of a hospitality supervisorwill depend on the particular job name he or
she has. for example, an individual who works as a meals servicemanager may be chargeable for the
hiring and schooling of new personnel, in addition to ensuring that
their meals is well organized and brought.they're involved inside themonetary and prison elements of
their status quo, which includes operating intently with providers. they are alsochargeable
for investigating guest complaints.
on the other hand, someone who holds the title of lodgingmanager can have a very exclusive set
of taskresponsibilities.
for instance, an person who works as the manager of a quick meals restaurant will only be required to
have a highfaculty degree and a few years of applicable paintingsrevel in. but, an applicant for
a role with a food carriermanagement firm or a country wide chain restaurant will regularly be required
to have postsecondary training (e.g. a bachelor’s diploma). even as smaller mattress and breakfasts
and inns are much more likely to sell candidatesfrom inside their own ranks, no
matter their level of schooling, full-provider accommodations will commonly most
effective hire applicants who hold a bachelor’s diploma.

QUESTION 10:
Question 10(a):
Why is it necessary for managers to act as positive role models for professional standards expected
of service industry personnel? (2.6)
Its is crucial that line managers mission a high-qualityposition version. The more we do things proper,
the moreour colleagues will have a look at us as a fine role model. In most instances human
beings tend to respect and preferto be stimulated via someone who has integrity as expected of
the carrier industry.

Question 10(b):
What is coaching? (2.6)
training is set growing a person's capabilities and understanding so
that their process performanceimproves, with a bit of luck leading to the achievement of
organisational goals. It objectives excessive overall
performance and improvement at paintings, despite the fact that it can also have an effect on
an person's personallifestyles.

Question 10(c):
What characteristics do you think a good mode! or coach would have when it comes to developing
team members' professional service standards? (2.6)
an awesome model supervisor always monitors an worker's paintings based totally on what they
do against a set of talent standards installed within the initialeducation (see "Objectivity" under).
It also analyses what has been carried out and offers comments designed
to positively modify, change and regulate the worker's behaviour.

SECTION 3 - monitor and adjust customer service

QUESTION 11:
Question 11(a):
What are the benefits of seeking ongoing feedback from staff and customers and using it to improve
customer service performance? (3.1)
feedback is a powerful guide that could come up withessential insights into each part of your business
enterprise, assisting you are making extra money or reduce advertising fees. that's especially critical in
relation to customer pleasure.
❏ consumer remarks allows degree consumer delight.
❏ accumulating consumer comments suggests cost to their reviews.
❏ purchaser comments helps create the quality customerrevel in.
❏ customer feedback helps to enhance consumerretention.
❏ client feedback is a reliable source for records to otherclients.

QUESTION 12:
Question 12(a):
How can an organisation make decisions to overcome problems and to adapt customer services,
products and/or service delivery? (3.3)
identification of an problem is the first step in providing a likely option to the same. a
protracted techniqueoverlaying the stairs of identity of the problem, formation of possible solutions,
discussing the identical in meetingsin relation with the people liable for the equal, a likelyestimation of
the consequences of the sketched answersand changes made publish to their testing is concerned.

Question 12(b):
How can an organisation manage customer service records, reports and recommendations within
the organisation's systems and processes? How is this information used? How could the information
be used to greater effect? (3.4)
Handlingrecordsincorrectlycanleadtofinancialpenaltiesorlitigation.Keepinggoodrecordshelpscompani
es guard institutional memory as well as hold proof of activities, transactions, and decisions.
An powerfulstatistics' control system can save money on storage and improve an enterprise’s efficienc
y.
❏ A record can also be some thing that consists of for my part identifiable records (PII). groups that
are within theeconomic offerings, fitness, authorities, or legal sectors must be in particular aware
about this form of report.
❏ record control is a part of information control on account
that many documents are statistics. however, now
not all records are documents. report control worries moreof
the everyday activities concerning physical or digitaldocuments, like shooting, storing, enhancing, or
sharing them.
❏ record control has numerous dreams:
● establishing existing and destiny documents
● improving workflow
● permitting brief seek and retrieval of documents
● retaining organization of documents to reduce the variety of misplaced and misfiled documents
● reducing bodily storage of files

QUESTION 13
What is the intent of competition and consumer legislation that applies in your state/ territory and
how does this influence service delivery?
❏ The Australian patron law (ACL) includes: a country
wideunfair settlement terms regulation overlaying trendy formpurchaser and small business contracts;
a countrywideregulation ensuring client rights while shopping for itemsand offerings; .penalties,
enforcement powers and clientredress alternatives.
❏ The opposition and client Act 2010 (CCA) covers mostregions of the marketplace: the
relationships amongproviders, wholesalers, shops, and consumers. Its reason is to decorate the
welfare of Australians with the aid of sellinghonest trading and opposition, and thru the
availability of purchaser protections.
extensively, it covers:
● product protection and labelling
● unfair marketplace practices
● price tracking
● enterprise codes

QUESTION 14
How does the development of customer service policies and procedures contribute to the provision
of quality customer service?
regulations and methods are an vital a part
of any organization. together, policies and approaches provide a street map for every day operations.
They make certaincompliance with legal guidelines and rules, providesteerage for decision-making,
and streamline internalprocedures.
while techniques are observed, tasks are done efficiently, presenting steady customer support.
This enhances the quality of the provider. In turn, it improves the organisation’s reputation.

QUESTION 15
What are the roles and responsibilities of managers in the provision of quality customer service?
the roles and responsibilities of managers in the provision of high-quality customer support consist of:
❏ information patron wishes and necessities to expandpowerful exceptional manage methods. ❏
Devising and reviewing specifications for products or methods.
❏ setting necessities for uncooked material or
intermediate merchandise for providers and tracking their
compliance.

Question 16:
Why should managers identify improvements to customer service procedures and communication
protocols in consultation with relevant personnel (le frontline staff)?
it's miles important to discover the enhancements and changes which might be made to
improve customer support and proportion them with the workforce at (frontof the house) as a way
to have more coverage regardingthe provider furnished to the client.