SITXCCS015-Learner Assessment Pack-V2.1

Learner Assessment Pack
SITXCCS015 Enhance customer service experiences
LEARNER ASSESSMENT PACK

Table of Contents
Assessment Delivery ................................................................................................................................3
Candidate Information.............................................................................................................................4
Steps for Candidates ................................................................................................................................6
Reasonable Adjustment ...........................................................................................................................7
Resources Required for Assessment .......................................................................................................8
Accessing Intranet Pages .......................................................................................................................10
Assessment Agreement .........................................................................................................................11
Assessment Tasks ..................................................................................................................................14
Contextualisation of Assessments by RTOs ...........................................................................................15
Knowledge Assessment .......................................................................................................... 17
Practical Assessment .............................................................................................................. 43
Workplace Assessment ....................................................................................................... 44
Assessment Overview ...............................................................................................................44
Task 1: Provide Quality Service Experience to Customers ......................................................46
Task 2: Respond to Difficult Service Situations ........................................................................50
Task 3: Resolve Customer Complaints .....................................................................................52
Task 4: Evaluate Service Issues and Customer Complaints .....................................................54
Assessment Workbook Checklist ...........................................................................................................56
Assessment Workbook Checklist............................................................................................. 57
Recording ...............................................................................................................................................58
Record of Assessment ............................................................................................................ 59
SITXCCS015 2|Page Learner Assessment Pack

Assessor Assessment Pack
Assessment Delivery

Candidate Information
This Learner Assessment Pack is designed for you to complete the assessment for SITXCCS015 -
Enhance customer service experiences (Release 1). It may refer to your own workplace/organisation,
or to a simulated business provided by your assessor.
The assessment tasks include Knowledge Assessment where you need to demonstrate your
knowledge and understanding of the unit, and the Practical Assessment, where you need to
demonstrate your skills required in the unit. It is recommended that you complete the Practical
Assessments in your own workplace/organisation. If you don’t have access to a real workplace, you
can complete the assessment in a simulated environment where resources and conditions similar to
a workplace must be accessed. Ensure to discuss this with your assessor prior to commencing with the
assessment.
Each Learner Assessment Pack is made up of four parts:

Assessment Delivery
Candidate Information
Steps for Candidate
Assessment Agreement
Assessment Tasks
Assessment Tasks, including:
▪ Knowledge Assessment
▪ Practical Assessment
Assessment Workbook Checklist
Recording
Record of Assessment

Before you commence your assessment, ensure that you have a good knowledge of the subject, have
thoroughly read your Learner Resource, and clearly understand the assessment requirements and the
expectations of the industry to which the assessment is related.
Assessments are designed to be completed using your industry/organisation, but your Registered
Training Organisation (RTO) may assist you by contextualising the unit to be completed in a simulated
workplace environment.
You will be required to demonstrate knowledge and skills which must be observed directly by your
assessor. Where the observation task may be difficult for the assessor to directly observed, a video
recording of the practical observation task must be submitted as supplementary evidence. Verification
from at least one third-party signatory, and preferably two or more witnesses is required to confirm
your demonstration of these practical knowledge and skills. These witnesses would usually be your
current or recent supervisors, or your assessor.
The practical assessment tasks may be completed using your own workplace, a simulated
environment, or a mix of both, as instructed by your assessor. To contextualise this assessment to
your industry/organisation, you may be asked by your assessor to provide additional information
based on your industry/organisation.
Instructions are given for each task. If you have questions, or unclear how to proceed, consult with
your assessor.
Records of all aspects of the assessment must be kept in your Learner Assessment Pack
The record of assessment is a legal document and must be signed, dated, and a copy stored as
required by your Registered Training Organisation (RTO).

Steps for Candidates
Your Learner Assessment Pack:
1. Upon receiving your Learner Assessment Pack, discuss with your assessor the expectations
and requirements of this assessment. You may also need to supply contact details of one or
two work referees who can confirm your skills in the industry.
Discuss with your assessor if you intend to undertake the practical assessment tasks based on
your employing organisation, in a simulated business, or in a mix of both.
2. Your Learner Assessment Pack is where you will get the task information. Complete each task
as instructed using either your own workplace, or using a simulated business, as discussed
with your assessor.
3. After you complete your assessment, gather and submit your evidence documents as detailed
in the task(s) in the timeframe agreed with your assessor.
Your assessor will advise you if there are any further steps for you to take to satisfactorily
complete this assessment.

Reasonable Adjustment
Adapted Reasonable Adjustment in teaching, learning and assessment for candidates with a disability
- November 2010 - Prepared by - Queensland VET Development Centre
Reasonable adjustment in VET is the term applied to modifying the learning environment or making
changes to the training delivered to assist a candidate with a disability. A reasonable adjustment can
be as simple as changing classrooms to be closer to amenities or installing a particular type of software
on a computer for a person with vision impairment.
Why make a reasonable adjustment?
We make reasonable adjustments in VET to make sure that candidates with a disability have:
▪ The same learning opportunities as candidates without a disability, and
▪ The same opportunity to perform and complete assessments as those without a disability.
Reasonable adjustment applied to participation in teaching, learning and assessment activities can
include:
▪ Customising resources and assessment activities within the training package or accredited
course
▪ Modifying the presentation medium
▪ Candidate support
▪ Use of assistive/adaptive technologies
▪ Making information accessible both before enrolment and during the course
▪ Monitoring the adjustments to ensure candidates needs continue to be met
Assistive/Adaptive Technologies
Assistive/Adaptive technology means ‘software or hardware that has been specifically designed to
assist people with disabilities in carrying out daily activities’ (World Wide Web Consortium - W3C). It
includes screen readers, magnifiers, voice recognition software, alternative keyboards, devices for
grasping, visual alert systems, digital note-takers.
IMPORTANT:
Reasonable adjustment made for collecting candidate assessment evidence must not impact on the
standard expected by the workplace, as expressed by the relevant unit(s) of competency. For
example, if the assessment were gathering evidence of the candidate’s competency in writing,
allowing the candidate to complete the assessment verbally would not be a valid assessment
method. The method of assessment used by any reasonable adjustment must still meet the
competency requirements.

Resources Required for Assessment
To complete the Practical Assessment tasks, you will require access to:
▪ Computer with internet and email access, and a working web browser
▪ Installed software: Word, Adobe Acrobat Reader
▪ A workplace, or a simulated workplace environment that will allow you access to:
o Organisational computers and databases to access and edit customer profiles
o Workplace documentation, including:
• Products and service details
• Customer details
• Customer service policies, procedures and standards
• Add-ons and extras offered

• Special request handling policies and procedures
• Supplier details
• Product and service delivery process
• Alternative products and services offered
• Organisational policy on providing customer compensation
• Organisational policies and procedures on the following:

o Collecting customer feedback
o Recording customer feedback
o Reporting customer feedback
• Completed customer survey templates
• Organisational complaint handling procedures and policies.
• Organisational quality customer service standards

o Workplace templates, including or similar to the following:
• Internal Feedback Report
• Customer Complaints Report

o People, including:
• At least two internal customers to whom product and service is provided
• At least two external customers to whom product and service is provided
• At least two team members with whom candidate works closely to ensure
efficient service delivery and quality service
• At least two suppliers with whom candidate works closely to ensure efficient
service delivery
• At least one customer to whom candidate can update about the outcomes if
a delay occurs
• At least one customer to whom candidate can advise about alternative
products
• At least one customer to whom candidate can advise about alternative

services
• At least one customer to whom candidate can provide compensation
• At least one team member of the delivery team with whom the candidate will
liaise to reduce the delivery delay
• At least three customers who have complaints

o Opportunity to:
• Provide services to customers
• Seek feedback from the customers on the quality of the service provided
• Update customers on outcomes if a delay occurs
• Advice customers about alternative products or services
• Provide compensation to customers
• Adequately understand and resolve the customer complaints

Accessing Intranet Pages
Some assessment tasks may require you to access specific pages from the simulated business, The
Continent Hotel. Links to these pages are formatted in Blue Text.
To access these, hold the Ctrl key for Windows users while clicking on these links. For Mac users,
directly click the link.
The simulated business, The Continent Hotel, can be accessed by going to
https://thecontinenthotel.precisiongroup.com.au.
Login to The Continent Hotel using the username and password provided by your Registered Training
Organisation (RTO).
SITXCCS015 10 | P a g e Learner Assessment Pack

Assessment Agreement
Instructions:
Complete this section in the Candidate Assessment Pack for each candidate.
1. Discuss each section of the Assessment Agreement with the candidate to identify the
Delivery Method and Assessment Pathway to be undertaken, and to ensure that the
Assessment Conditions and Resources Required are present in the assessment
environment.
2. Tick each section as applicable to the candidate’s situation.
3. Have the candidate and you sign the confirmation at the end of this agreement.
Please tick at least one of the following for each section: ✓
Delivery Method
Classroom ☐
Small Group ☐
One-on-One ☐
Online ☐
Other (please describe) ☐
Assessment Pathway (for Practical Assessment)
Candidate’s Organisation (Pre-assessment meeting conducted) ☐
Simulated Workplace Environment (Contextualised by RTO) ☐

Assessment Conditions
Skills must be demonstrated in an operational business environment where customers are served.
This can be:
An industry workplace; or ☐
A simulated industry environment set up for the purposes of assessment. ☐
Assessment must ensure access to:
Computers and databases that manage customer profiles and promotional

☐
activities
Organisational policies, procedures and templates relating to:
customer service standards ☐
designated response times ☐
presentation standards ☐
procedures for dealing with customer complaints ☐
customer surveys and feedback collection ☐
recording and reporting customer feedback ☐
Internal and external customers with different service needs with whom the
individual can interact. These can be:
Customers in an industry workplace during the assessment process; or ☐
Individuals who participate in role plays or simulated activities, set up for the
purpose of assessment, in a simulated industry environment operated within a ☐
training organisation.
Assessors must satisfy the Standards for Registered Training Organisations’ requirements for
assessors.

I confirm that the activities and assessment completed for this unit are my own work, and comply
with all relevant copyright and plagiarism rules.
I understand that if there are any issues found in the authenticity of any piece of my assessment, I
may be orally re-assessed OR asked to complete further assessment tasks.
Candidate’s name
Candidate’s signature Date
Assessor’s name
Assessor’s signature Date
End of Assessment Agreement

Assessment Tasks

Tasks
Candidates are required to complete all tasks as instructed. Consider the evidence as required by tasks
and use accordingly to contextualise and meet the needs of the industry, their organisation, and each
candidate.
Contextualisation of Assessments by RTOs

Contextualisation is the process of modifying assessment tools to make learning more meaningful for
your candidates and their employers.
Precision RTO Resources recommends that your RTO contextualise the assessment tools to suit
particular industry requirements and specific organisational requirements before using them.
Contextualisation must retain the integrity of the assessment and the outcome of the unit of
competency.
Contextualising for your state/territory

The contents of this assessment tool are not written for a specific state/territory. Where the
assessment tool refers to legislation and other industry requirements which may vary across
states/territories, sample model answers are based on one state/territory.
Should your RTO intend to use this assessment tool for candidates from your state/territory, Precision
RTO Resources recommends you to:
▪ Access and review the legislation and industry requirements applicable in your candidate’s
state/territory.
▪ Update assessments and benchmark answers to reflect the legislation and industry
requirements applicable in your candidate’s state/territory.
Contextualising the generic workplace assessment

The Practical Assessment included in this workbook was designed to be administered in a real
workplace, unless otherwise stated. Should your RTO wish to administer the assessment in a simulated
environment, the RTO will need to redevelop the existing workplace assessment in this workbook so
the candidate can complete it in the simulated environment.

Below are some examples of how the RTO may simulate the Practical Assessment:
▪ Develop role play activities with clear instructions and guidelines to replace existing tasks
involving consultation, meetings, discussions, and oral communication.
▪ Provide the candidate with access to work personnel who will participate in assessment
activities, e.g. project stakeholders, clients/customers, or team members.
▪ Provide the candidate with access to simulated workplace documents and information, such
as but not limited to policies and procedures, organisational vision and mission statements,
business plans, operational plans, etc.
A comprehensive guide in contextualising your assessment tools for your RTO can be accessed
through this link:
https://precisionrtoresources.com.au/blog/latest-news/rto-contextualisation-guide/

Knowledge Assessment
Question 1
Complete the table below about concepts relevant to customer service.

a. Identify at least two principles of each concept listed below.
b. Identify at least two benefits of each concept listed below.
Concept Relevant to Principles Benefits

Customer Service
i. Enhanced customer Empathy, building strong

service experience relationship with customers
respect boosting sales a

revenue
ii. Positive use positive language motivat

communication
active listening promots team building

Question 2
Complete the table below by listing at least two techniques to anticipate each of the following
customer information throughout a service experience:
a. Customer preferences
b. Customer needs
c. Customer expectations
Customer Information Techniques
i. be proactive, helping the customers solve issues is

great,and you need to be one step ahead them what
they want.
a. Customer preferences
ii. make customer success your priorities, you need
to make them it your priority that your custome
achieve,long term , value from your products and
services
i. customer can demand anything such as vegan

food, vegetarian food and so on
b. Customer needs
ii. they may also demand for gluten free food
i. customer service in a good way or it can be fast
c. Customer expectations
ii. they can also expectation a good quality of food

Question 3
Complete the table below about conflict resolution techniques.

a. Identify at least two techniques used to resolve conflicts.
b. In 50 words or more, explain how each identified technique is used to resolve conflicts
with customers.
Conflict Resolution Technique How Each Technique is Used to Resolve

Conflicts With Customers
listening should be your first and

foremost strategy for handling problems with
customers. Patiently allow them to
i. listen to customer communicat what ever they want and listen
intently to what they are saying.
The key to good customer service is to stay

above the fray and not get related by the chaos
of emotional customers or the sheer volume of
ii. maintain focus compliants.

Question 4
Read the scenarios below. Answer the questions that follow about methods of enhancing service
delivery in response to feedback.
Scenario 1
You are a new front desk clerk at The Continent Hotel. Manuel, who has been with the organisation
for three years, is assigned to be your mentor. He will provide you with instructions on how to
conduct your work tasks.
On your first day on the job, you are accommodating customers at the check-in desk. Manuel
observes that the waiting queue at the check-in desk is longer than usual. He comes and helps you
in accommodating the guests quickly.
After your shift ends, he talks to you to give you feedback. He mentions that you serve customers
slower than the ideal response time. It is important to meet response times so that customers do
not have to wait for a long time in the waiting queues.
a. Identify the feedback you received from Manuel in the above scenario.
collective feedback from the Manuel, he told your customer service is very slow you
should be improve your self.Because it’s important to quick response to the customer then
they can take a better facility.
b. Identify what can be done to enhance service delivery based on the feedback received from
Manuel.
According to the Manuel, we should be active and fast as much as we can so we

should quickly respond to the customer so they don’t feel any uncomfort environment.

Scenario 2
Michelle recently joined as a hostess at The Continent Hotel’s cafe Heion. Amongst her other duties,
she is assigned to take food delivery orders over the telephone.
A customer, John, calls in to place an order. After he places the order, he asks if Heion provides
tracking for their food deliveries. This would give him a fair idea about when the food is reaching
him. Michelle mentions that they don’t provide tracking at the moment.
Michelle must act upon the feedback received from the customer. She must communicate the
feedback to the management through a proper communication channel. She can suggest the
management to explore the possibility of providing a delivery tracking application.
a. Identify the feedback Michelle received from the customer in the above scenario.
b. Identify what Michelle can do to enhance service delivery based on the feedback received
from the customer.

Question 5
Identify at least two of each of the following relevant to service industry personnel:
a. Professional service standard
b. Professional service protocol
a. Professional Service Standard
i.
ii.
b. Professional Service Protocol
i.
ii.

Question 6
Answer the questions below about service industry expectations:
a. Identify at least three attitudes expected of service personnel when working with
customers.
i.
ii.
iii.
b. Identify at least three attributes expected of service personnel when working with
customers
i.
ii.
iii.

Question 7
Read the scenarios below and answer the guide questions that follow about customer needs and
expectations.
Scenario 1
You work as a serving staff in The Continent Hotel’s restaurant La Bellissima. A group of customers
enters the restaurant and enquires if a table is available. You greet them graciously and proceed
to seat them. Once seated, they ask if the restaurant serves plant-based meals. You quickly
respond with a yes and hand them the plant-based meals menu.
You return after a few minutes and take the order. The customer then asks you if you provide table
napkins.
a. Identify the two customer service needs in the above scenario.
i.
ii.
b. Identify one customer service expectation in the above scenario.

Scenario 2
Daisy works as a receptionist in The Continent Hotel. While she is at the front desk, a couple walks
in and enquires if there is any vacant room for the duration of 3 nights at the hotel. Daisy promptly
checks the system and informs the couple that rooms are available.
The couple further enquires if the rooms contain king-size beds as they seek comfort and space.
Daisy checks that and responds with a yes. The couple then makes a reservation for a single room
with a king-size bed and requests check-in. Daisy assists them in a smooth check-in.
The couple then enquires if the hotel provides a shuttle service to the nearby museum for its
guests.
a. Identify one customer service need in the above scenario.
b. Identify the two customer service expectations in the above scenario.
i.
ii.

Question 8
Complete the table below:

a. Identify at least three types of customer loyalty programs.
b. Briefly describe each customer loyalty program identified.
Customer Loyalty Program Description
i.
ii.
iii.

Question 9
Answer the questions below about customer databases.
a. Identify at least three essential features of customer databases.
i.
ii.
iii.
b. Identify at least three uses of customer databases.
i.
ii.
iii.

Question 10
Access the policies and procedures from your organisation for each of the following:
▪ Designated response times for providing service
▪ Designated response times for resolving complaints
▪ Customer service
▪ Complaint handling
▪ Promotional services offered
Complete the table below by outlining the following for each policy and procedure:
▪ Title of policy and procedure
▪ At least one policy statement
▪ At least one set of procedures
You must submit a copy of the accessed organisational policies and procedures to your assessor.
a. Designated Response Times for Providing Service
Title of policy and procedure
Policy statement
Procedures
b. Designated Response Times for Resolving Complaints
Policy statement
Procedures

c. Customer Service
Policy statement
Procedures
d. Complaint Handling
Policy statement
Procedures
e. Promotional Services Offered
Policy statement
Procedures

Question 11
Access your organisational procedures in addressing the following customer complaints:

a. Incorrect pricing
b. Incorrect quotes
c. Delays in providing products
d. Delays in providing services
e. Errors in providing products
f. Errors in providing services
g. Misunderstanding of customer requests
h. Escalated complaints
i. Escalated disputes
j. Other team members not providing special requests
k. Suppliers not providing special requests
l. Misunderstandings with customers
m. Communication barriers
n. Unmet expectations of a service
o. Unmet expectations of a product
p. Problems with a service
q. Problems with a product
r. Faults with a service
s. Faults with a product
Complete the table below by outlining the following for each procedure:
▪ Title of the procedure
▪ At least one set of procedures
a. Incorrect pricing
Title of the procedure
Outline of the Procedure

b. Incorrect quotes
c. Delays in providing products
d. Delays in providing services
e. Errors in providing products
f. Errors in providing services

g. Misunderstanding of customer requests
h. Escalated complaints
i. Escalated disputes
j. Other team members not providing special requests
k. Suppliers not providing special requests

l. Misunderstandings with customers
m. Communication barriers
n. Unmet expectations of a service
o. Unmet expectations of a product

p. Problems with a service
q. Problems with a product
r. Faults with a service
s. Faults with a product

Question 12
Listed below are the common methods of compensating dissatisfied customers.

Describe each method of compensating dissatisfied customers listed below in 50 words or more.
Methods of Compensating Description

Dissatisfied Customers
a. Refund
b. Replacement
c. Credit vouchers

Question 13
Describe in 50 words or more how each of the factors listed below can affect compensation for
dissatisfied customers:
a. Legal requirements concerning consumer law
b. Regulatory requirements concerning consumer law
c. Feasibility of providing the solution
d. Own authority to resolve the complaint
e. Organisational policy
f. Organisational procedures
a. Legal requirements concerning consumer law
b. Regulatory requirements concerning consumer law
c. Feasibility of providing the solution

d. Own authority to resolve the complaint
e. Organisational policy
f. Organisational procedures

Question 14
Review The Continent Hotel’s Customer Service Standards Policy and Procedures from the link
below:
Customer Service Standards Policy and Procedures
https://thecontinenthotel.precisiongroup.com.au/resources/policies-and-procedures/customer-
service/
Answer the questions below about special needs, customs and practices of social and cultural
groups based on the document accessed.
a. Identify the respectful way to greet Japanese customers.
b. Identify the respectful way to bid farewell to Japanese customers.
c. Identify at least one appropriate way to converse with Aboriginal and Torres Strait Islander
people.
d. Identify at least one body gesture that Japanese customers may find inappropriate.

e. Identify at least one body language that Aboriginal and Torres Strait Islander people may
find inappropriate.
f. Identify the general guideline on formality of language required when speaking with
customers who are Aboriginal and Torres Strait Islanders.
g. Identify the guideline on most acceptable clothing when serving Muslim customers.

Question 15
Listed below are formal and informal methods of collecting feedback. Describe each method of
collecting feedback listed below in 50 words or more.
Formal Methods of Collecting Description

Feedback
a. Surveys
b. Interviews
c. Structured questioning
Informal Methods of Collecting Description

Feedback
a. Observation
b. Casual discussion

Question 16
Listed below are the different communication techniques and equipment used in communicating with customers.
Identify at least one of the following for each technique and equipment listed:
▪ Essential feature
▪ Convention in using
▪ Purpose
Communication Technique Essential Feature Convention in Using Purpose
a. Verbal communication
b. Nonverbal communication

Communication Equipment Essential Feature Convention in Using Purpose
a. Desktops
b. Telephone

Practical Assessment
The Practical Assessment is a set of tasks that must be completed an industry workplace or in a
simulated industry environment set up for the purposes of assessment.
To be assessed for this unit of competency, you must demonstrate your skills and knowledge to
provide professional and personalised customer service experiences; the ability to determine and
meet customer preferences, develop customer relationships, respond to difficult service
situations, and take responsibility for resolving complaints.
The Practical Assessments in this workbook include:
1. Workplace Assessment
A series of tasks assessing the candidate’s practical knowledge and skills relevant to the
unit of competency. This includes the candidate completing workplace documents or
similar as evidence of competent performance.
2. Workplace Practical Observation
A set of assessment tasks where the candidate must demonstrate practical skills relevant
to the unit of competency. These skills are to be demonstrated while being observed by
the assessor.
IMPORTANT!
▪ All signatures/initials in your submissions, including yours, must be handwritten and
dated. Submissions with signatures/initials must be scanned.
▪ The supervisor/observer who completes and signs your evidence submissions must
provide their real name, contact number, and email address for your assessor’s reference.
▪ Should you encounter issue or concerns regarding your assessment, contact your
assessor.

Workplace Assessment
Assessment Overview
This workplace assessment requires you to do the following:

▪ Provide professional and personalised customer service to at least two internal and at
least two external customers.
▪ Respond to at least one customer complaint.
▪ Evaluate at least two service issues and at least three customer complaints resolved.
This assessment is divided into five tasks:
▪ Task 1: Provide Quality Service Experience to Customers
▪ Task 2: Respond to Difficult Service Situations
▪ Task 3: Resolve Customer Complaints
▪ Task 4: Evaluate Service Issues and Customer Complaints
You are required to complete the assessment tasks in an industry workplace or in a simulated
industry environment set up for the purposes of assessment.
Each task comes with a set of instructions. You are to follow these instructions to complete the
assessment. Each task will require you to either:
▪ Submit completed workplace templates and/or any required documentation; or
▪ Demonstrate task requirements while being observed by the assessor.
Some tasks may include both requirements. These will serve as evidence of your task completion.
Before starting this assessment, your assessor will discuss with you these instructions, resources,
and guidance for satisfactorily completing the tasks.

You are required to:
▪ Complete the tasks within the time allowed, as scheduled in-class roll.
▪ Provide a quality service experience to customers
▪ Respond to difficult service situations
▪ Provide internal feedback on at least two service issues you encountered and suggest
improvements.
▪ Resolve at least three customer complaints
▪ Provide internal feedback on customer complaints and review and evaluate the
complaints
Resources Required for Assessment
Resources you need to access to complete the workplace assessment are outlined in the
Resources Required for Assessment section of this workbook, and in the corresponding
Assessor’s Checklist and/or Observation Form of each task.
Discuss each requirement with your assessor before commencing with each task. They will
organise the resources required for this assessment.
IMPORTANT: Additional workplace resources may be required upon the contextualisation of
this assessment.
Templates
Generic templates to be used for the assessments are specified for each task, unless otherwise
stated. These can be accessed from the following link:
SITXCCS015 Templates
If you are currently in a workplace, use similar workplace templates used by your organisation to
complete each assessment task.
Discuss with your supervisor and your assessor first to ensure that the templates you will use
cover all criteria required by each assessment task.
Review these templates with your assessor before starting the task.

Task 1: Provide Quality Service Experience to Customers
ASSESSMENT INSTRUCTIONS
While being observed by your assessor, provide quality service to at least four customers based on
their preferences, needs and expectations.
STEPS TO TAKE:
1. Access and review the following resources in your workplace:
▪ Organisational documents with information on the following:
o Product and service details, including add-ons, extras and promotional
services offered
o Customer profile
o Supplier profile
▪ Organisational policies and procedures, including:
o Customer service policies, procedures and standards
This must include repeat business, designated timeframes within which
customer must be responded to and delivery guidelines for products and
services.
o Special request handling policies and procedures
▪ Organisational computers and databases to store customer profiles
2. Provide service to the following types of customers:
▪ At least two internal customers
▪ At least two external customers
At least two of the customers that you provide service to must have special needs.
3. Probe each customer to determine each of the following:
▪ At least two needs
▪ At least two preferences
▪ At least two expectations
▪ At least two special requests
4. Advise each customer on at least two of your organisation’s offerings that meets their
needs. This must include:
▪ At least one product

▪ At least one service

Each product and service advised to each customer meets each of the following:
▪ Identified individual preferences
You must promptly provide professional and personalised services to meet their
preferences.
▪ Individual special requests
▪ Designated organisational response time
▪ Delivered promptly
5. Offer each of the following to customers as appropriate to their primary purchase:
▪ At least two additional products
▪ At least two additional services
▪ At least two extras
▪ At least two add-ons
▪ At least two promotional services
6. Work closely and share customer information with the following to provide efficient service
delivery to customers:
▪ At least two team members
▪ At least two suppliers
7. Gather the following from each customer based on the quality of the service you provided:
▪ At least one formal feedback
▪ At least one informal feedback

YOU WILL BE ASSESSED ON YOUR
▪ Practical knowledge of organisational requirements for providing quality service experience
to customers
▪ Practical skills relevant to providing quality service experience to customers
OBSERVATION FORM
Before starting this task, review the Workplace Assessment Task 1 - Observation Form provided
along with this workbook. This form lists all the practical skills you need to demonstrate while
completing this task.
YOUR ASSESSOR WILL
▪ Organise workplace resources required for you to complete this assessment.
▪ Advise you on the time and location of the assessment.
▪ Discuss with you the practical skills listed in the Observation Form prior to the assessment.
▪ Address your queries and concerns regarding this task.

Task 2: Respond to Difficult Service Situations
While being observed by your assessor:

▪ Respond to at least two customer problems with your organisation’s products and services
▪ Update each impacted customer and inform them about alternatives and compensation
offered.
STEPS TO TAKE
1. Access and review the following resources you will need in this task:
▪ Customer service policies, procedures and standards:
o Product and service delivery process
o Providing customer compensation
o Customer service staff responsibilities
This must include information on designated timeframes within which the customer
must be responded to.
▪ Product or service details, including information on alternative products and
services offered
▪ Customer feedback forms, with information on at least two different customer
problems with your organisation’s products and services
This must include the following:
o At least one problem with an organisational product
o At least one problem with an organisational service
2. Analyse and act on each problem immediately.
This includes referring/informing relevant personnel about the problem.
3. Look into and inform each customer on possible delays in solving each problem.
4. Update each customer regarding the outcome of resolving the problem.

5. Advise each customer on the following based on each problem identified:
▪ At least two alternative products
▪ At least two alternative services
6. Determine and provide appropriate compensation for each customer based on your
responsibilities and organisation’s customer service policies.
In doing so, you must:
▪ Calculate the cost of products and services
▪ Estimate profitability
▪ Consider the cost of customer compensation
▪ Practical knowledge of organisational requirements for responding difficult service
situations
▪ Practical skills relevant to responding difficult service situations
OBSERVATION FORM
YOUR ASSESSOR WILL

Task 3: Resolve Customer Complaints
While being observed by your assessor, resolve at least three customer complaints based on your
organisation’s policies and procedures.
STEPS TO TAKE
1. Access and review organisational documents and/or sources of information on the
following:
▪ Customer complaints and dispute resolution policy and procedures
▪ Customer service policies, procedures and standards
▪ Customer complaint forms, with information on at least three different customer
complaints
2. Meet with each customer to discuss the following for each complaint:
▪ Nature of the complaint
▪ Possible cause of the complaint
▪ Details of the complaint
▪ Impact of the complaint to the customer
You must use questioning techniques to establish and agree with each customer regarding
the information above.
3. Use at least two communication techniques to assist in managing each complaint.
You must respond to each complaint in a professional manner, e.g. using professional tone.
4. Determine at least two optimal options to resolve each complaint based on organisational
constraints.
5. Consult with each customer about each solution determined before implementation to
ensure their satisfaction and prevent escalation.
6. Implement each identified solution that you agreed on with each customer.
7. Gather feedback about the resolved complaint.
During complaint resolution, you must demonstrate high quality customer service at all times.

▪ Practical knowledge of organisational standards for resolving customer complaints
▪ Practical skills relevant to resolving customer complaints
OBSERVATION FORM
YOUR ASSESSOR WILL

Task 4: Evaluate Service Issues and Customer Complaints
This task requires you to evaluate service issues and customer complaints resolved in Workplace
Assessment Tasks 2 and 3.
STEPS TO TAKE
1. Access and review the following organisation’s policies and procedures you will need in this
task:
▪ Collecting customer feedback
▪ Recording customer feedback
▪ Reporting customer feedback
2. Provide ongoing feedback on the following:
▪ At least two customer problems resolved in Workplace Assessment Task 2.
▪ At least three customer complaints resolved in Workplace Assessment Task 3
This includes the following:
o Each of the three customer complaints
o Feedback received from each customer regarding each complaint resolved
o Required follow-up for each complaint resolved
3. Identify the following from the customer problems resolved.
▪ At least one area of improvement for each customer problem
▪ At least one recommendation to address each area of improvement identified
4. Evaluate the customer complaints and their corresponding solutions by discussing the
following:
▪ Details of the solution for each customer complaint
▪ How each solution resolved the complaint
5. Complete the Customer Service Report using all the above information.
Use your workplace/organisation’s template to complete this task, or use the Customer
Service Report template provided at The Continent Hotel site.

▪ Practical knowledge of organisational requirements for providing internal feedback
▪ Practical skills relevant to evaluating service issues and customer complaints
ASSESSOR’S CHECKLIST
Before starting this task, review the Workplace Assessment Task 4 - Assessor’s Checklist provided
along with this workbook. This form lists the criteria your submission must address to complete this
task satisfactorily.
YOUR ASSESSOR WILL
▪ Discuss with you the requirements listed in the Assessor’s Checklist prior to the assessment.
EVIDENCE TO BE SUBMITTED
After completing this task, submit the Customer Service Report to your assessor.


To the Assessor:
When you have completed assessing the assessment workbook, review the candidate’s submission
against the checklist below.
The candidate has completed the Knowledge Assessment in this workbook ✓
Knowledge Assessment Questions ☐
The candidate has completed the Practical Assessments in this workbook and ✓
has submitted all the required evidence:
Task 1: Provide a Quality Service Experience to Customers
Video recording of communicating and advising customers ☐

Only if direct observation is not possible.
Task 2: Respond to Difficult Service Situations
Video recording of responding to difficult service situations ☐

Task 3: Resolve Customer Complaints
Video recording of resolving customer complaints ☐

Task 4: Evaluate Service Issues and Customer Complaints
Customer Service Report ☐

Recording

Record of Assessment
To the Assessor:
1. Mark each assessment activity as ‘Satisfactory’ if the candidate has completed it according
to the prescribed requirements in the marking guide. Provide comments on the
candidate’s general performance of the tasks.
Where you mark the assessment activity as ‘Needs More Evidence,’ specify details for the
candidate on the further evidence required in the Assessor’s Comments section below.
2. Verify and confirm each evidence submission of the candidate by making contact with the
supervisor/observer involved in the candidate’s assessments. Log the following
information for each person contacted in the Supervisor/Observer Verification Log within
this record:
a. Supervisor/Observer Name
b. Role in the candidate’s assessment (i.e. supervisor or observer)
c. Contact details (phone number/email address)
d. Date of contact
3. Mark the candidate as ‘Competent’ when all assessment activities in this unit have been
marked as Satisfactory.
Assessment Details
Candidate
Course Code
Unit of Competency SITXCCS015 - Enhance customer service experiences
Assessor Name
RTO

Needs more
Assessment Activity Satisfactory
evidence
Knowledge Assessment
Knowledge Assessment Question 1 ☐ ☐
Knowledge Assessment Question11 ☐ ☐

Needs more
Assessment Activity Satisfactory
evidence
Task 1: Provide a Quality Service Experience to Customers ☐ ☐
Task 2: Respond to Difficult Service Situations ☐ ☐
Task 3: Resolve Customer Complaints ☐ ☐
Task 4: Evaluate Service Issues and Customer Complaints ☐ ☐

Needs more
Context Details Satisfactory
evidence
☐ ☐
☐ ☐
☐ ☐
☐ ☐
☐ ☐
☐ ☐
Supervisor/Observer Verification Log
Supervisor/Observer
Supervisor/Observer Role in the Date of verifies the
Contact Details
Name Assessment Contact candidate’s
submissions
☐ Yes ☐ No
☐ Yes ☐ No
☐ Yes ☐ No
☐ Yes ☐ No

Assessor’s Comments
Remarks/feedback
Details of further evidence required
Please tick the appropriate box. Yes No
Comments and further action required are noted in the Candidate

☐ ☐
Assessment Pack
Results discussed and agreed to by the candidate

☐ ☐
You have the right to appeal the outcome of your assessment.
☐ Competent
The Candidate is
☐ Not Yet Competent
Assessor’s signature Date signed
I further confirm that I have verified the candidate’s submissions by contacting the candidate’s
supervisor and/or observer whose names appear in the Supervisor/Observer Verification Log
above.
After reassessment, the Candidate is: ☐ Competent ☐ Not Yet Competent
Assessor’s signature Date signed

Candidate’s Comments
The signature confirms that I have submitted all my own work, and agree with the assessment
decision and feedback.
Candidate’s signature Date signed

End of Document

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Learner Assessment Pack

SITXCCS015 Enhance customer service experiences

LEARNER ASSESSMENT PACK

SITXCCS015 2|Page Learner Assessment Pack

SITXCCS015 3|Page Learner Assessment Pack

Each Learner Assessment Pack is made up of four parts:

SITXCCS015 4|Page Learner Assessment Pack

SITXCCS015 5|Page Learner Assessment Pack

SITXCCS015 6|Page Learner Assessment Pack

SITXCCS015 7|Page Learner Assessment Pack

• Products and service details

• Add-ons and extras offered

• Product and service delivery process

• Alternative products and services offered

• Organisational policy on providing customer compensation

• Organisational policies and procedures on the following:

• Completed customer survey templates

• Organisational complaint handling procedures and policies.

• Organisational quality customer service standards

• Internal Feedback Report

• Customer Complaints Report

SITXCCS015 8|Page Learner Assessment Pack

• At least two external customers to whom product and service is provided

• At least one customer to whom candidate can advise about alternative

• At least three customers who have complaints

• Provide services to customers

• Update customers on outcomes if a delay occurs

• Advice customers about alternative products or services

• Provide compensation to customers

• Adequately understand and resolve the customer complaints

SITXCCS015 9|Page Learner Assessment Pack

SITXCCS015 10 | P a g e Learner Assessment Pack

Please tick at least one of the following for each section: ✓

Other (please describe) ☐

Assessment Pathway (for Practical Assessment)

Candidate’s Organisation (Pre-assessment meeting conducted) ☐

Simulated Workplace Environment (Contextualised by RTO) ☐

SITXCCS015 11 | P a g e Learner Assessment Pack

A simulated industry environment set up for the purposes of assessment. ☐

Assessment must ensure access to:

Computers and databases that manage customer profiles and promotional

Organisational policies, procedures and templates relating to:

customer service standards ☐

designated response times ☐

procedures for dealing with customer complaints ☐

customer surveys and feedback collection ☐

recording and reporting customer feedback ☐

Customers in an industry workplace during the assessment process; or ☐

SITXCCS015 12 | P a g e Learner Assessment Pack

Candidate’s signature Date

Assessor’s signature Date

End of Assessment Agreement

SITXCCS015 13 | P a g e Learner Assessment Pack

SITXCCS015 14 | P a g e Learner Assessment Pack

Contextualisation of Assessments by RTOs

Contextualising for your state/territory

Contextualising the generic workplace assessment

SITXCCS015 15 | P a g e Learner Assessment Pack

SITXCCS015 16 | P a g e Learner Assessment Pack

Complete the table below about concepts relevant to customer service.

Concept Relevant to Principles Benefits

i. Enhanced customer Empathy, building strong

respect boosting sales a