SITXCCS007 Assessment 2 1

RTO No. 45485 | CRICOS No.
03754M
Assessment Task
SITXCCS007 - Enhance customer service experiences

Version 2.0: March 2021 (R. Thomas)
Copyright@2021, Australian International Institute of Technology. All rights reserved.
No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means,
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Postal address: Ground Floor, 313 - 315 Flinders Lane, Melbourne, Victoria. 3000.
Australian International Institute of Technology

RTO No. 45485 | CRICOS No. 03754M
Assessment Task
Version 2.0 | Last update: 24/03/2021
Page 1 of 12
Student Assessment Agreement
Please ensure you read through and understand the Assessments Conditions, Assessment Tasks and General
Requirements in this Student Guide and Assessment Workbook before you complete and sign the agreement below.
If there is anything that you are unsure of, consult your assessor prior to signing this agreement.
Have you read the assessment requirements for this unit?  Yes  No
Do you understand the requirements of the assessments for this unit?  Yes  No
Do you agree to the way in which you are being assessed?  Yes  No
Do you have any specific needs that should be considered?  Yes  No
If so, explain these in the space provided below:
Do you understand your rights to re-assessment?  Yes  No

Do you understand your right to appeal the decisions made in an assessment?  Yes  No
Student Name
Student Number
Student Signature
Date
Assessor Name
Assessor Signature
Date

Assessment Task
Page 2 of 12
Final Record of Competency
This form is to be completed by the assessor and used as the ‘final record of competency’.
All student submissions including any associated evidence are to be submitted for filing before issuing to the Student
Services Administration for processing.
Finally Student Academic Results and Assessment Feedback are to be entered into the Academic Result Spreadsheet
and forwarded to Student Services Administration admin@aiit.vic.edu.au.
Reference: Clauses 1.8 to 1.12 - Conduct effective assessment
Student Name
Student Number
Final Result S
= Satisfactory
NS = Not Satisfactory
Unit of Competency Assessment Summary NA = Not Assessed
S NS NA
Assessment Task 2 Performance ☐ ☐ ☐

Final Overall Assessment Result Competent Not Yet Competent
Additional Supporting Comments and Feedback
Trainer and Assessor Student
I, the undersigned, have received, discussed, and

I, the undersigned, declare that I have conducted a fair,
accepted my Assessment result as above for this unit and
valid, reliable, and flexible assessment with this student,
I am aware of my appeal rights as per the Student
and I have provided fair, relevant, and appropriate
Complaints and Appeals policy and procedure.
feedback.
Name Signature
Signature Date
Date
☐ The Student did not attend the Assessment feedback session

Assessment Task
Page 3 of 12
Assessment Task Summary
The unit of competency is classroom-based delivery face to face and practical demonstrations completed within a
simulated work environment with trainer led training in classrooms, business operational environments and computer
labs consisting of direct observation, product-based methods, portfolios, questioning and third- party evidence (if
appropriate, relevant and verified).
The assessment tasks for SITXCCS007 - Enhance customer service experiences are included in this Student
Guide and Assessment Workbook which are outlined in the assessment plan below.
To be assessed as competent for this unit, you must complete all scheduled assessment tasks satisfactorily.
Assessment Task Assessment Context Assessment Evidence Type
Assessment Task 2 Evidence of the ability to complete tasks Performance

(Performance) outlined in elements and performance criteria of
this unit in the context of the job role Project
Glossary of Common Terms in Assessment Task Questions

Assessment Task
Page 4 of 12
Provided below is a set of commonly used terms in the Assessment Task questions to assist students understanding
what is being described.
To assist students with answering Assessment Tasks questions, the meaning of each of the listed key terms is provided
below for your reference and guidance only.
Analyse – is to answer in detail and identify important points and key features.
Compare – is to show how two or more things are similar, ensuring that you also indicate the relevance of the
consequences.
Contrast – is to contrast something, you will need to show how two or more things are different, ensuring you indicate
the relevance or the consequences.
Discuss – is to discuss something, you are required to point out important issues or features and express some form of
critical judgement.
Describe – is to describe something, you should state the most noticeable qualities or features.
Evaluate – is to assess something, you should put forward arguments for and against the concept being checked.
Examine – is to investigate or scrutinise something, this is similar to “analyse”, where you should provide a detailed
response with key points and features and provide critical analysis
Explain – is to make clear how or why something happened or the way it is.
Identify – it means that you are asked to briefly describe the required information. Generally, you are expected to write
a response two or three sentences long.
List – it means that you are asked to briefly state information in a list format.
Outline – is means giving only the main points. Keep the response a few sentences long.
Summarise – it means (like “outline”) only giving the main points. Keep the response a few sentences long

Assessment Task
Page 5 of 12
Assessment Task 2 Summary Cover Sheet
Student Declaration
To be filled out and submitted with assessment responses
 I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded with any
other student(s).
 I understand that if I If I am found to have plagiarised, cheated or colluded, action will be taken against me
according to the process explained to me.
 I have correctly referenced all resources and reference texts throughout these assessment tasks.
Student Name
Student ID number
Student signature
Date
Assessor Declaration
 I hereby certify that this student has been assessed by me and that the assessment has been carried out
according to the required assessment procedures.
Assessor Name
Assessor Signature
Date
Assessment Outcome S NS DNS Resubmission Y N
Feedback
Student Result Response

 My performance in this assessment task has been discussed and explained to me.
 I would like to appeal this assessment decision.
Student Signature
Date
A copy of this page must be supplied to Administration and is recorded kept in the student’s file with all supporting
Assessment evidence.

Assessment Task
Page 6 of 12
Assessment Task 2 - Case Study
The purpose of this assessment is to assess you underpinning knowledge to complete the tasks outlined in the
elements and performance criteria for this unit of competency.
This assessment task must be conducted as per the Assessment Conditions

Assessment
Conditions
In an Industry Workplace In a Simulated Industry Environment
Duration Trainer Discretion in alignment with the Training Plan and Timetable
 Written Report (Analysis of Findings and Corrective Actions)

Evidence Submission
Requirements
 Letter
 Five (5) policy and procedures
First Attempt 2nd Attempt Final Attempt Extension – Date: / /

Satisfactory Not Satisfactory Did Not Submit
Task
Part A - Evaluate practices for quality service provision and ☐ ☐ ☐

identify any failings
Part B - Research and develop customer service policies and ☐ ☐ ☐

procedures for at least three different areas of the business that meet
industry standards
Draft a letter
☐ ☐ ☐
Develop five (5) policy and procedures:
☐ ☐ ☐
Policy - Bookings
Policy - Staff Presentation

☐ ☐ ☐
Policy - Staff Reporting Requirements

☐ ☐ ☐
Policy - Customer Service Procedures for Service

☐ ☐ ☐
Policy - Dealing with Customer Complaints

☐ ☐ ☐
Assessor Feedback and Comments

Assessment Task
Page 7 of 12
Reasonable Adjustment
Has reasonable adjustment been applied to this assessment? If YES Provide details for the requirements and
provisions for adjustment of assessment:
Satisfactory Not Satisfactory

Overall Assessment Task Performance
Assessment Task 2 ☐ ☐
Signed Date

Assessment Task
Page 8 of 12
Assessment Task 2 - Case Study
Assessment Guidelines
The purpose of this assessment is to assess your ability to complete tasks outlined in elements and
performance criteria of this unit in the context of the job role, and:
 Identify customer requirements and provide professional and personalised customer service experiences
to two different internal and two different external customers to meet requirements
 Demonstrate procedures to respond to and resolve three different customer complaints according to
organisational policies and procedures
 Demonstrate effective communication with the above internal and external customers, including any with
special needs
 Seek formal and informal feedback from customers on quality of above service
 Provide above service to above customers in line with organisational customer service standards and within
designated organisational response times.
Required Resources to Complete this Assessment Task
 Personal Computer with appropriate Word Processing software

 Wi-Fi or Internet Access
 Policy and Procedure (Template)

Assessment Task
Page 9 of 12
Part A - Evaluate practices for quality service provision and identify any failings
Assessment Scenario
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 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 terribly 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.

Assessment Task
Page 10 of 12
Part B - Research and develop customer service policies and procedures for at least three different
areas of the business that meet industry standards
You are the General Manager of the Cape Lighthouse and the experience of Mr and Mrs Jones has come to your
attention. Evaluate practices for quality service provision and identify any failings, answer, and address each of the
following questions relating to the case study.
1. 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.
2. 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?
3. You are determined to contact 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.
4. Considering Mr and Mrs Jones’s 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.
5. You are required to develop five (5) policy and procedures for each of the following problem areas which were
evident:
a) Bookings
b) Staff Presentation
c) Reporting requirements (Staff hierarchy and General Responsibilities including who is to be contacted in case
of an issue)
d) Customer Service Procedures for Service (Orders, timelines, attendance, Standard Recipe Cards)
e) Dealing with customer complaints
Policy and Procedure Requirements
Each policy and procedure will need to include each of the following pieces of information, to assist a policy and
procedure template has been provided.
 The policy and procedure name

 The aim or purpose
 The details of what is included
 The procedures included to achieve the purpose
 What 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?
 Responsible Person
 References

Assessment Task
Page 11 of 12
Written Report Format (Guide)
1. Title page
 Report title
 Your name and student ID number
 Submission Date
 Trainer Name
2. Executive summary
 Overview of subject matter

 Methods of analysis
 Findings and recommendations
3. Table of contents
 List of numbered sections in report and their page numbers
4. Introduction
 Terms of reference
 Outline of report’s structure
5. Body of the Report
 Headings and sub-headings which reflect the contents of each section

 Includes information on method of data collection (if applicable),
 The findings of the report and discussion of findings in light of theory
6. Summary and Conclusion
 States the major inferences that can be drawn from the discussion
 Makes recommendations
7. Reference - Bibliography list
 List of referenced material and resources consulted during research for report
 Referencing uses the APA Referencing Style format
8. Appendix
 Information and supporting attachments that supports your analysis but is not essential to its explanation
+++ END +++

Assessment Task
Page 12 of 12

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RTO No. 45485 | CRICOS No.

SITXCCS007 - Enhance customer service experiences

Copyright@2021, Australian International Institute of Technology. All rights reserved.

Australian International Institute of Technology

Do you understand your rights to re-assessment?  Yes  No

Australian International Institute of Technology

Reference: Clauses 1.8 to 1.12 - Conduct effective assessment

SITXCCS007 - Enhance customer service experiences

Assessment Task 2 Performance ☐ ☐ ☐

Trainer and Assessor Student

I, the undersigned, have received, discussed, and

☐ The Student did not attend the Assessment feedback session

SITXCCS007 - Enhance customer service experiences

Australian International Institute of Technology

Assessment Task Assessment Context Assessment Evidence Type

Assessment Task 2 Evidence of the ability to complete tasks Performance

Glossary of Common Terms in Assessment Task Questions

Australian International Institute of Technology

To be filled out and submitted with assessment responses

Assessment Outcome S NS DNS Resubmission Y N

Student Result Response

Australian International Institute of Technology

This assessment task must be conducted as per the Assessment Conditions

 Written Report (Analysis of Findings and Corrective Actions)

First Attempt 2nd Attempt Final Attempt Extension – Date: / /

Part A - Evaluate practices for quality service provision and ☐ ☐ ☐

Part B - Research and develop customer service policies and ☐ ☐ ☐

Develop five (5) policy and procedures:

Policy - Staff Presentation

Policy - Staff Reporting Requirements

Policy - Customer Service Procedures for Service

Policy - Dealing with Customer Complaints

Assessor Feedback and Comments

Australian International Institute of Technology

Satisfactory Not Satisfactory

Australian International Institute of Technology

Required Resources to Complete this Assessment Task

 Personal Computer with appropriate Word Processing software

Australian International Institute of Technology

Australian International Institute of Technology

Policy and Procedure Requirements

 The policy and procedure name

Australian International Institute of Technology

 Overview of subject matter

 List of numbered sections in report and their page numbers

5. Body of the Report

 Headings and sub-headings which reflect the contents of each section

6. Summary and Conclusion

7. Reference - Bibliography list

+++ END +++

Australian International Institute of Technology

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