SITXCCS008 Assessment Task 1 PDF

SITXCCS008 Develop and manage quality customer service practices Student Assessment
Assessment Details
Qualification Code/Title Diploma of Hospitality Management
Assessment Type Assessment – 1 Time allowed
Due Date Location SCCM Term / Year T-
Unit of Competency
National Code/Title SITXCCS008 Develop and manage quality customer service practices
Student Details
Student Name Student ID
Student Declaration: I declare that the work submitted is my own Signature: ____________________________
and has not been copied or plagiarised from any person or source. Date: _____/_/_________
Assessor Details
Assessor’s Name
RESULTS (Please Circle) ☐SATISFACTORY ☐NOT SATISFACTORY
Feedback to student:
*If Student is Not Satisfactory Assessor Declaration: I declare that I have conducted a fair,
Reassessment Required ☐ Yes ☐ No valid, reliable and flexible assessment with this student, and I
Comment: have provided appropriate feedback.
Signature: ________________________
Date: ______/_______/___________
Instructions to the Candidates
 This assessment is to be completed according to the instructions given below in this document.
 Should you not answer the tasks correctly, you will be given feedback on the results and gaps in knowledge. You will be
entitled to one (1) resubmit in showing your competence with this unit.
 If you are not sure about any aspect of this assessment, please ask for clarification from your assessor.
 Please refer to the College re-submission and re-sit policy for more information.
 If you have questions and other concerns that may affect your performance in the Assessment, please inform the
assessor immediately.
 Please read the Tasks carefully then complete all Tasks.
 To be deemed competent for this unit you must achieve a satisfactory result with tasks of this Assessment along with a
satisfactory result for another Assessment.
 This is an Open book assessment which you will do in your own time but complete in the time designated by your
assessor. Remember, that it must be your own work and if you use other sources then you must reference these
appropriately
 Submitted document must follow the given criteria. Font must be Times New Roman, Font size need to be 12, line
spacing must be Single line and Footer of submitted document must include Student ID, Student Name and Page Number.
Document must be printed double sided.
 This is Individual Assessments. Once you have completed the assessment, please provide the Hard copy of the
Assessments to your Trainer/ Assessor.
 Plagiarism is copying someone else’s work and submitting it as your own. Any Plagiarism will result in a mark of Not
Satisfactory. SCCM uses Safe Assign Plagiarism Checker to check the originality of the student assessment. Student must
be aware of and understand the SCCM’s policy on plagiarism and certify that this assignment is their own work, except
where indicated by referencing, and that student have followed the good academic practices noted above.
© Sydney City College of Management Pty Ltd RTO: 45203 CRICOS: 03620C Date Revision date Version
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File Name: SITXCCS008 Student Assessment October 2021 October 2022 1.0
Introduction
Welcome to the Student Assessment Tasks for SITXCCS008 Develop and manage quality
customer service practices. These tasks have been designed to help you demonstrate the skills
and knowledge that you have learnt during your course.
Please ensure that you read the instructions provided with these tasks carefully. You should also
follow the advice provided in the Hospitality Works Student User Guide. The Student User Guide
provides important information for you relating to completing assessment successfully.
Assessment for this unit

SITXCCS008 Develop and manage quality customer service practices 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.
For you to be assessed as competent, you must successfully complete three assessment tasks:
 Assessment Task 1: Knowledge questions – You must answer all questions correctly.
 Assessment Task 2: Develop customer services policies and procedures – You are required to
research the standard of customer service provided at a case study resort. You will then
develop customer service policies and procedures and give a training session to staff to
improve the quality of the resort’s customer service practices.
 Assessment Task 3: Monitor customer service practices – You are required to monitor the
affect that your changes to the company’s customer service practices has had on the standard
of customer service.
Preparing for assessment

Please read through all of the assessment tasks and related documents carefully before you get
started. Ensure that you have everything that you need and seek clarification from your trainer,
assessor or workplace supervisor if you have any questions.
Supporting resources: Supporting resources include templates, journals, workbooks and portfolios which
can be used to support you in providing evidence of your competence. Your assessor will provide you with
these documents before you begin your assessment tasks. For this unit, the supporting resources comprise:
 Internal Memos (Assessment Task 2)
 Briefing Report Template (Assessment Task 2)
Once you have read through the assessment tasks and are satisfied that you are clear on the
requirements and submission dates, complete and sign a Student Assessment Agreement. Your
assessor will countersign the agreement and keep it on file. You will find a Student Assessment
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Agreement in Appendix B of your Hospitality Works Student User Guide or your RTO will provide
you with one.
Remember to check your Hospitality Works Student User Guide for information about:
 submitting assessments  re-assessment guidelines
 assessment appeals  responding to written questions.
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 Assessment Task 1: Knowledge questions
 Information for students

 Knowledge questions are designed to help you demonstrate the knowledge which you have acquired
during the learning phase of this unit. Ensure that you:
 review the advice to students regarding answering knowledge questions in the Hospitality Works
Student User Guide
 comply with the due date for assessment which your assessor will provide
 adhere with your RTO’s submission guidelines
 answer all questions completely and correctly
 submit work which is original and, where necessary, properly referenced
 submit a completed cover sheet with your work
 avoid sharing your answers with other students.

  Assessment information
i  Information about how you should complete this assessment can be found in Appendix A
of the Hospitality Works Student User Guide. Refer to the appendix for information on:
 where this task should be completed
 the maximum time allowed for completing this assessment task
 whether or not this task is open-book.
 Note: You must complete and submit an assessment cover sheet with your work. A
template is provided in Appendix C of the Student User Guide. However, if your RTO has
provided you with an assessment cover sheet, please ensure that you use that.

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 Questions
1. List five principles of quality customer service.

 Recognize what forms great customer service in your consumers' view.
 Spend time learning about your clients' expectations.
 Both favourable and unfavourable feedback should be followed up on.
 Increase customer satisfaction service is a top focus throughout your company.
 Constantly look for methods to improve the level of customer service users deliver.
 Outcome  ☐ Satisfactory  ☐ Not Satisfactory

 Comment
2. 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 examples of professional service standard topics service industry staff may need to comply
with.
 Customer service in all areas: In the hotel sector, good customer service is a must, and having
good customer service abilities is one of the most important parts and a well-known norm.

 Staff civility and etiquette: It include knowing how to act in a way that does not annoy others
and being aware of their surroundings. This can improve their job performance and allow them to
advance more quickly in the workplace and in life.

 Staff presentation, interaction, and language usage: Employee confidence is boosted by dressing
well, which also impresses and draws others. Proper maintenance and a commitment to professional
are required to gain respect on the job. Their appearance and manner leave an impression on those
they work with.
 Comment
b. Describe at least three industry expectations of attitudes and attributes that staff who work with customers
in a service business.

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 Professional
 Knowledgeable
 Empathetic

 Comment
3. Identify the roles and responsibilities of the listed people in providing quality customer service:
 Classification of Person  Their role and responsibility in providing quality customer service
a. Management.  The management team is in charge of creating an inspiring and productive work
environment as well as dealing with any difficulties that may occur. The company's
clients are satisfied with the company's products and services, according to the
management. The management's role is to deliver excellent customer service by
designing loyalty programs, engaging customers, and establishing a customer
satisfaction objective.
b. Supervisors.  Supervisors' responsibilities include leading, supervising, and training firm service
personnel, as well as investigating and resolving consumer complaints about
products and services. The supervisor plays a vital role in dealing with employees
and forming a cohesive team for employee development. The following are some of
the responsibilities of customer service supervisors:
 Accessing and overseeing the operations of the customer support workers, as
well as providing regular comments on their performance.
 Observe and strategize everyday processes linked to customer service.
 Whenever necessary, provide training to personnel in the area of customer
service.
 Managing client flow and cashier coverage to ensure professional customer
service.
 Identify and resolve issues relating to customer service.
 Maintain any documentation pertaining to the actions of the customer care
department.
 Perform the extra responsibilities whenever and wherever they are required.
 Explicitly describing the process of developing and implementing service
policies.
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 Classification of Person  Their role and responsibility in providing quality customer service
c. Operational personnel.  Overseeing operational procedures, designing and implementing creative ideas,
managing available resources, managing teams, and analyzing regulatory and
market development are all responsibilities of operational employees.
 Customer service operations professionals ensure that all resources are made
available to improve customer satisfaction.

 Comment
4. Answer the following questions.
a. List three sources of information on current service trends in the hospitality industry.
 Social Media
 Industry association
 Hospitality magazine.

 Comment
b. List three sources of information on changes that affect service delivery in the hospitality industry.
 Online review
 Customer feedback
 Industry publication

 Comment
5. Explain how the following internal and external environmental changes within the hospitality
industry might impact planning for quality customer service.
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 Change  Impact on customer service planning
a. Changes in the competitive environment.  Improve the quality of service to keep up with the competition.
b. Economic climate.  Providing a variety of delivery options, reducing workforce levels,

lowering prices, and expanding the product range.
c. Introduction of new technologies or  Technology can track and quantify customers' "online footprints,"
equipment. providing significant information into whatever they want, what
inspires them, and also what goods they're interested in. You may now
track your customers' online and offline activities to learn more about
their habits.
d. Management changes and organisational  Service practices may need to be adjusted, as well as employee roles
restructures. and duties, servicer standards, and customer attitude.
e. Recruitment practices.  Recruit workers with a skill level in line with a new service
standard, advertise for more experienced employees, provide a
sticker selection criterion, and provide a sticker selection
criterion.

f. Trends in customer service preferences.  Customer service preferences should be surveyed, and new products
should be developed to satisfy the changes.

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 Comment
6. Describe the following methods of formal and informal customer research.
 Methods of formal and informal customer

research  Your description
a. Examine the competitive landscape and  Analysing the modest environment entails recognizing your current
industry services developments. consumers and what they are doing in order to understand their
capabilities and determine what you should focus on in order to stay
ahead of them and attract new clients for your company.
b. Customer service surveys.  These are systematic questionnaires that are used to determine how
customers feel about the services provided by your company and their
degree of satisfaction in order to determine how you can increase
their satisfaction.
c. Customer focus groups.  These are face-to-face meetings with a select group of customers in
order for them to engage with the firm about how they can meet their
needs and share their thoughts on the organization.
d. Qualitative research.  Qualitative research comprises collecting and evaluating non-

numerical data in order to better comprehend concepts, opinions, or
experiences (e.g., text, video, or audio). It can be used to gain a
deeper grasp of a topic or to generate new research ideas.
e. Quantitative research.  Quantitative research is the process of gathering and interpreting

numerical data. It may be used to find patterns and averages, predict
outcomes, test causal relationships, and extrapolate results to bigger
populations.
f. Seeking feedback from service delivery  This is an informal technique of learning about customers'
colleagues. experiences with workers by asking them how they felt about the
services they received and how the workers think they performed as
they evaluate themselves in the feedback.
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g. Questioning customers.  This method is approaching a consumer while they are receiving
service and informally asking about their experience, just like a friend
would.

 Comment
7. Identify the elements involved in the following customer service activities.
 Customer service activity  Elements involved
a. Creating policies and procedures for customer  Determine the market's requirements for customer service.
service.
 Determine the customer's kind.
 Identify your likes and dislikes.
b. Implementing customer service policies and  Provide resources to establish the standards, develop a plan and
procedures. timeline, and train employees in customer service approaches.
Staff should be informed about servicer standards.
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c. Monitoring customer service policies and  Customer input, employee feedback, and tracking customer
procedures. numbers to determine whether there has been an increase are all
things that should be monitored.

 Comment
8. Identify three ways you might involve staff in the development of customer service practices as part of your
quality service provision.

 Staff meeting to ensure that everyone understands what has to be done and that their duties
are clearly defined.
 Encourage fresh ideas so that you have more options for making the business profitable.
 Brainstorming session to promote teamwork and the exchange of ideas among employees.

 Comment
9. Explain how evaluating staff and customer feedback can be used as a method to help you
implement quality service provision.
 Having feedback can make finding a solution to a servicer problem much easier.
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 Comment

10. List and explain four methods of assessing the effectiveness of customer service practices.
 Methods of assessing the effectiveness of

customer service practices  Explanation
a. Examining overall business performance.  Checking your company's progress on a daily basis protects you
from financial and organizational problems. It aids businesses in
lowering process costs while simultaneously enhancing
efficiency and goal effectiveness.
b. Continual evaluation of staff compliance with  Observe personnel in terms of customer service standards, track
performance criteria and the efficiency of staff performance against these standards, and solicit feedback
procedures in conveying necessary staff from customers.
activities.
c. Reviewing targeted customer service  Client satisfaction, number of complaints, customer preferences,
indicators. and suggestions
d. Reviewing customer satisfaction survey  Analyze client feedback, compare changes, and spot trends.
statistics.

 Comment







11. Describe the four methods of obtaining customer feedback about the organisation’s service
delivery listed below.
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 Methods of obtaining customer feedback about

service delivery  Description
a. As during duration of each work day, customer  Employees are on the front lines when it comes to dealing with
support conversations with staff. customers and clients. Discussions with them can assist you
grasp what's going on from their perspective.
b. Discussions with customers.  Customer dialogues that are relevant improve engagement and
provide important insights about customer behavior. Customer
service can also be improved by having better customer
discussions.
c. Formal customer interviews.  A one-on-one conversation with a single consumer or a small

group of people from the same company or family.
d. Regular staff meetings that involve service  These could include daily staff briefings in which employees
discussions. motivate one another to improve their customer delivery and
relationship so that they can better satisfy them, as well as
customer service training.

 Comment

12. List three types of people who may be surveyed to obtain feedback on customer service delivered by the organisation.
 Employees that provide customer service
 Internal customers
 External customers

 Comment

13. Explain why the following sources of suggestions for improvements to customer service delivery
can be useful.
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 Sources of suggestions  Explanation of their usefulness
a. Customers who have filed complaints against  This is an evaluation of customer surveys and feedback, as well
the company or have been involved in a as strategies for planning and implementing change in the ways
dispute with the company. they believe the company can change and provide better service.
b. Organisations that supply the business with  Assists in meeting customer expectations, locating guest
goods and services. requests, and providing information on how rivals perform
customer care.
c. Workers within the business.  These are frontline employees who interact with customers on a
daily basis and can provide input on service practices and goods
that have an impact on the company.
d. Supervisors and managers in the organisation.  They compile reports on employee and customer input and
provide recommendations for improvements to customer service
procedures.

 Comment






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14. Explain how industry schemes and accreditation schemes improve customer service.
 Schemes like the AA provide a star rating for housing, which assists clients in making an
informed decision.

 Comment


15. Explain how an organisation or industry Code of Conduct improves customer service identifying three possible
inclusions in such a Code.
 Provides staff with a defined set of principles for dealing with customers, how they portray
themselves, and how they handle customer disputes.
 Customer complaints, greetings and farewells, as well as dress and grooming standards, are all
factors to consider.

 Comment


16. Explain how the following organisational policies and procedures can assist in ensuring quality
customer service.
 Organisational policies and procedures  Explanation
a. Customers are acknowledged and greeted.  Recognize customers right away while greeting them to make a
good first impression. Customers want to feel significant and
respected. Simple greetings like "Welcome" or "Hello" show that
you've recognized them while also verbally escorting them into
your establishment.
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b. Complaint and dispute management.  Customers and employees will feel more confident in dealing
with the situation if you provide them with clear guidelines.
Customers will be more satisfied if you respond in a consistent
manner.
c. Different levels of people have the authority to  A different level of employees can provide a predefined degree
settle complaints, disputes, service concerns, and of remuneration, for example, a waiter can replace but not
customer compensation. discount a meal. Supervisor would be able to assist you with this.
d. Loyalty programs.  Shops and other companies run loyalty organizations that give
prizes, rebates, as well as other special incentives in order to
attract and retain customers. They're designed to encourage
customers to return to a company or brand by rewarding them for
doing so.
e. Presentation standards for customer environment  When a guest enters, the venue's presentation standard generates
and customer service personnel. an attractive appeal and perception of the standard. The
grooming and dress code for employees reflects the level of
professionalism.
f. Pricing and service guarantees.  A customer satisfaction ensures that a good or service will meet
specific client expectations or requirements. If a product does not
perform as intended, the vendor may replace it, repay the
purchase cost, or offer other forms of income, such as a store
credit.
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g. Product quality.  By improving the product quality (goods) and eradicating any
flaws or errors, product quality is described as the ability to add
aspects that can match consumer needs (wishes) and bring
customer satisfaction.
h. Refunds and cancellation fees.  Amount you must pay if you cancel a hotel reservation after it
has been made. If you cancel your reservation and have travel
insurance, you may be eligible to get your cancellation charge
refunded.
i. Response times.  Customers are given a deadline by which their issue will be
handled.
j. Staff training.  To keep employees informed about new goods, rules,

procedures, and standards. Provide employees with the skills
they need to improve customer service and confidently handle
consumer concerns.

 Comment


Page 18 of 23

17. Describe the obligation on businesses under Australian Consumer Law in relation to nominating and charging
cancellation fees.
 When there is no agreed-upon termination date, you will be provided with an undesirable
degree of care skills that are unsuited for the purpose you requested.

 Comment


18. Explain the obligation on businesses under Australian Consumer Law in relation to providing information to customers
on potential price rises.
 Customers must not be misled by a company's prices, which must be clear, precise, and not
deceptive.
 A shop must always display the total price of a product or service; some retailers also must
show unit pricing on the shelf.

 Comment
19. Identify the legal obligations on businesses to provide a refund to their customers.
 Businesses that sell items promise that the items are of acceptable quality, safe, durable, free of
faults, attractive, and perform all of the functions that a reasonable person would expect.
 Are appropriate for the purpose for which the consumer told the company prior to purchase.

 Comment
20. Describe the obligations on businesses under Australian Consumer Law regarding supplying goods as described or
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substituting suitable products when unable to do so.

 Under Australian Consumer Law, whenever anyone purchase a product or service in Australia,
then have an immediate assurance that it will work and do what you asked for. If you buy something
that isn't right, you have consumer rights.

 Comment
21. Identify formats for and generic headings for contents in organisational consumer protection policies and procedures.
 Hard copy
 Paper based format
 Soft copy electronic format

 Comment
22. Identify generic headings for contents in organisational consumer protection policies and procedures.
 Title of policy and procedure
 Date
 Version control
 Purpose
 Scope
 Legal guidelines from actions taken
 Unacceptable behaviour
 Consequences of failing to comply
 Review date
 Comment
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 Assessment Task 1: Checklist

 Student’s name:
 Did the student provide  Completed

a sufficient and clear successfully
answer which met the ?  Comments
requirements of the
assessor marking  Ye  N 
guide? s o
 Question 1   
 Question 2a   
 Question 2b   
 Question 3c   
 Question 5d   
 Question 5e   
 Question 5f   
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 Question 6g   
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 Question 16g   
 Question 16h   
 Question 16i   
 Question 16j   
 Task outcome:  Satisfactory  Not satisfactory
 Assessor signature: 
 Assessor name: 
 Date: 
Page 23 of 23

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SITXCCS008 Develop and manage quality customer service practices Student Assessment

Assessment for this unit

Preparing for assessment

 Assessment Task 1: Knowledge questions

 Information for students

1. List five principles of quality customer service.

 Outcome  ☐ Satisfactory  ☐ Not Satisfactory

 Outcome  ☐ Satisfactory  ☐ Not Satisfactory

4. Answer the following questions.

 Outcome  ☐ Satisfactory  ☐ Not Satisfactory

 Outcome  ☐ Satisfactory  ☐ Not Satisfactory

 Change  Impact on customer service planning

b. Economic climate.  Providing a variety of delivery options, reducing workforce levels,

6. Describe the following methods of formal and informal customer research.

 Methods of formal and informal customer

d. Qualitative research.  Qualitative research comprises collecting and evaluating non-

e. Quantitative research.  Quantitative research is the process of gathering and interpreting

7. Identify the elements involved in the following customer service activities.

 Customer service activity  Elements involved

 Outcome  ☐ Satisfactory  ☐ Not Satisfactory

 Methods of assessing the effectiveness of

 Methods of obtaining customer feedback about

c. Formal customer interviews.  A one-on-one conversation with a single consumer or a small

 Outcome  ☐ Satisfactory  ☐ Not Satisfactory

 Sources of suggestions  Explanation of their usefulness

 Outcome  ☐ Satisfactory  ☐ Not Satisfactory

 Outcome  ☐ Satisfactory  ☐ Not Satisfactory

 Organisational policies and procedures  Explanation

 Organisational policies and procedures  Explanation

j. Staff training.  To keep employees informed about new goods, rules,

 Outcome  ☐ Satisfactory  ☐ Not Satisfactory

 Outcome  ☐ Satisfactory  ☐ Not Satisfactory

 Outcome  ☐ Satisfactory  ☐ Not Satisfactory

substituting suitable products when unable to do so.

 Outcome  ☐ Satisfactory  ☐ Not Satisfactory

 Outcome  ☐ Satisfactory  ☐ Not Satisfactory

 Assessment Task 1: Checklist

 Did the student provide  Completed

 Task outcome:  Satisfactory  Not satisfactory

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