SITXCCS015 Student Assessment Tasks - Completed

Training for Knowledge & Livelihood (TKL college)
ABN: 97 619 537 692 RTO Code: 45509 CRICOS Provider Code: 03770M
Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 P 02 8677 3602
Email: Info@tkl.edu.au www.tkl.edu.au
Assessment cover sheet
Student Must Fill this Section
Unit Code / Title SITXCCS015 Enhance customer service experiences
Qualification Code /
Title:
Due Date :
Student Name:
Student ID: Term: Year:
Privacy Release “I give my permission for my assessment material to be used in the

Clause: auditing, assessment validation & moderation Process”.
“I declare that:
Authenticity  The material I have submitted is my own work;
Declaration:  I have given references for all sources of information that are
not my own, including the words, ideas and images of others”.
Student Signature: Date:
Assessment Outcome
Assessor Name:
Not Yet Assessor

Attempt and Tasks Satisfactory Date
Satisfactory Signature
Initial attempt  
Re- attempt/Re-
assessment  
Assessment Task 1  
Assessor Feedback to Students
SITXCCS007 Assessment V1.1

Assessment Outcome: Competent Not yet Competent
Assessor Name:
Assessor Signature:
Information for Student:

 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.
 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.
 This is Individual Assessments. Once you have completed the assessment, please upload
the softcopy of the Assessment into TKL Moodle.

Re-assessment of Result & Academic Appeal procedures:
If a student is not happy with his/ her results, that student may appeal against their grade via a
written letter, clearly stating the grounds of appeal to the Chief Executive Officer. This should be
submitted after completion of the subject and within fourteen days of commencement of the new
term.
Re-assessment Process:
 An appeal in writing is made to the Academic Manager providing reasons for re-
assessment /appeal.
 Academic Manager will delegate another member to review the assessment.
 The student will be advised of the review result done by another assessor.
 If the student is still not satisfied and further challenges the decision, then a review panel is
formed comprising the lecturer/trainer in charge and the Academic Manager or if need be
an external assessor.
 The Institute will advise the student within 14 days from the submission date of the appeal.
The decision of the panel will be deemed to be final.
 If the student is still not satisfied with the result, he / she has the right to seek independent
advice or follow external mediation option with nominated mediation agency.
 Any student who fails a compulsory subject or appeals unsuccessfully will be required to
re-enrol in that subject.
The cost of reassessment will be borne by the Institute. The external assessor will base his/her
judgement based on principles of assessment. These principles require assessment to be reliable,
fair, practical and valid.
Academic Appeals:
 If you are dissatisfied with the outcome of the re-evaluation process, you have a right to
appeal through academic appeals handling protocol.
 To appeal a decision, the person is required to complete the TKL- Request for Appeal of a
Decision form with all other supporting documents, if any. This form is available via our
website. The completed Request for Appeal form is to be submitted to the Student Support
Officer either in hard copy or electronically via the following contact details:
Student Support Officer, TKL College Suite 707, Level 7 159-175 Church Street, Westfield
Shopping Centre, Parramatta, NSW 2150 , Email: info@tkl.edu.au
 The notice of appeal should be in writing addressed to the Chief Executive Officer and
submitted within seven days of notification of the outcome of the re-evaluation process.
 If the appeal is not lodged in the specified time, the result will stand and you must re-enrol
in the unit.
 In emergency circumstances, such as in cases of serious illness or injury, you must forward
a medical certificate in support of a deferred appeal. The notice of appeal must be made
within three working days of the concluding date shown on the medical certificate.
 The decision of Chief Executive Officer will be final.
 Student would then have the right to pursue the claim through an independent external
body as detailed in the students’ complaint / grievance policy.
Plagiarism:
Plagiarism means to take and use another person's ideas and or manner of expressing them and to
pass them off as your own by failing to give appropriate acknowledgement. This includes material
sourced from the internet, RTO staff, other students, and from published and unpublished work.
Plagiarism occurs when you fail to acknowledge that the ideas or work of others are being used,

which includes:
• Paraphrasing and presenting work or ideas without a reference
• Copying work either in whole or in part
• Presenting designs, codes or images as your own work
• Using phrases and passages verbatim without quotation marks or referencing the author or
web page
• Reproducing lecture notes without proper acknowledgement.
Collusion:
Collusion means unauthorised collaboration on assessable work (written, oral or practical) with
other people. This occurs when a student presents group work as their own or as the work of
someone else.
Collusion may be with another RTO student or with individuals or student’s external to the RTO.
This applies to work assessed by any educational and training body in Australia or overseas.
Collusion occurs when you work without the authorisation of the teaching staff to:
• Work with one or more people to prepare and produce work
• Allow others to copy your work or share your answer to an assessment task
• Allow someone else to write or edit your work (without rto approval)
• Write or edit work for another student
• Offer to complete work or seek payment for completing academic work for other students.
Both collusion and plagiarism can occur in group work. For examples of plagiarism, collusion and
academic misconduct in group work please refer to the RTO’s policy on Academic integrity,
plagiarism and collusion.
Plagiarism and collusion constitute cheating. Disciplinary action will be taken against students who
engage in plagiarism and collusion as outlined in RTO’s policy.
Proven involvement in plagiarism or collusion may be recorded on students’ academic file and
could lead to disciplinary
Assessment Requirements
You are required to complete and pass every task in the assessment in order to be deemed
competent.
Assessment Schedule
Task Due Date Student Trainer Signature Comments

Signature
Task 1-4 Week 1
Introduction

Welcome to the Student Assessment Tasks for SITXCCS015 Enhance customer service experiences.
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

SITXCCS007 Enhance customer service experiences describes the performance outcomes, skills and
knowledge required to provide professional and personalised customer service experiences. It
requires the ability to determine and meet customer preferences, develop customer relationships,
respond to difficult service situations, and take responsibility for resolving complaints.
For you to be assessed as competent, you must successfully complete four assessment tasks:
 Assessment Task 1: Knowledge questions – You must answer all questions correctly.
 Assessment Task 2: Customer service project – You must prepare for. and participate in
roleplays with two customers to find out about their needs, and provide information on services
available, as well as provide services to the customers.
 Assessment Task 3: Complaints resolution project – You are required to handle a complaint from
a customer and respond to the customer.
 Assessment Task 4: Customer service report – You are required to seek and record feedback
from the customers and review the organisation’s Feedback Register, as well as develop a report
recommending ways to improve service delivery for Aus Biz Coaching.
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:
 Customer Record Sheet Template (Assessment Task 2)
 Customer Service Policy and Procedures (Assessment Task 2)
 List of Services (Assessment Task 2)
 Complaint Acknowledgement Letter Template (Assessment Task 3)
 Complaint Handling Policy and Procedures (Assessment Task 3)
 Complaints Register Template (Assessment Task 3)
 Customer complaint Outcome Letter Template (Assessment Task 3)
 Refund Policy (Assessment Task 3)
 Customer Service Policy and Procedures (Assessment Task 4)
 Customer Service Report Template (Assessment Task 4)
 Feedback Register Template (Assessment Task 4)
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
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.

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
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.

Questions
1. List three principles of enhanced customer service experiences.
 Personalization
 Timeliness
 Empathy
2. List three benefits of enhanced customer service experiences.
 Increased customer satisfaction and loyalty.

 Positive word-of-mouth promotion and reputation enhancement.
 Higher likelihood of repeat business and upselling opportunities.
3. List three principles of positive communication.
 Active listening
 Clarity
 respect
4. List three benefits of positive communication.
Improved customer relationships and satisfaction
Reduced misunderstandings and conflicts
It enhances company reputation as being customer-centric
5. Explain three techniques that can be used when providing services to customers to anticipate
their preferences, needs and expectations.
Customer profiling – it involves collecting and analyzing data to understand individual customer
preferences and purchase history
Proactive communication: reaching out to customers before they need assistance, based on their past
behaviour and upcoming events.

Feedback analysis -solicit and analyze customer feedback to identify trends and areas of
improvement.
6. Explain two conflict resolution techniques that can be used when providing customer service.
Active listening: involves allowing the customer to express their concerns fully and
acknowledging their feelings before proposing solutions.
Win-Win solutions: strive to find solutions that satisfy both the customer and the company, rather
than taking confrontational approaches
7. Explain how feedback from staff and customers can be used to enhance customer service.
Customer feedback allows the company to understand their preferences and concerns, enabling
targeted improvements to the service experience
Staff feedback can help identify operational inefficiencies or areas where additional training is
needed.
8. Explain how each of the following extras and add-ons may enhance a customer’s experience and
provide an example as relevant.
Extra or add on How it can enhance customer service and example
a. Additional destinations Additional destinations expand the customer’s

options, making their experience more customizable
and fulfilling.
Example: A travel agency could offer a package that
includes visits to nearby cities or landmarks to enrich
the customer’s journey
b. Additional tours or cruises allows customers to explore more during their trip,
enhancing their overall experience.
For instance, a cruise line offering shore excursions
to unique locations or cultural experiences can add
value to the customer's voyage
c. Cocktails and liqueurs to Cocktails and Liqueurs provide customers with a

enhance the dining experience taste of luxury and indulgence.

Example: A restaurant could offer signature cocktails

crafted to complement their menu, enhancing the
customer's enjoyment of their meal.
d. coordination services at events streamlines the planning process for customers,

and conferences0000000000 reducing stress and ensuring successful outcomes.
Example: A hotel providing event coordination
services for a corporate conference ensures smooth
logistics and a memorable experience for attendees.
e. entrance to events, festivals Enhances the customer's immersion in the

and entertainment scheduled destination's culture and entertainment scene.
during customer stay at
Example: a hotel offering complimentary tickets to a
destination
music festival happening during the guest's stay adds
excitement and value to their visit.
f. entrance to major attractions at allows customers to make the most of their visit and
destination create lasting memories.
For instance, a tour package including tickets to
iconic landmarks or theme parks enhances the
customer's sightseeing experience.
g. extra food items Additional food items such as complimentary snacks

or gourmet treats enhance the customer's
satisfaction, providing them with more options to
indulge during their stay.
Example: a hotel offering a welcome basket of local
delicacies or a minibar stocked with premium snacks
enhances the guest's comfort and enjoyment.
h. flight fuel emissions offset fee It demonstrates the company's commitment to

sustainability and environmental responsibility,
resonating with eco-conscious customers.
For instance, an airline offering customers the option
to contribute to carbon offset programs mitigates the
environmental impact of air travel and enhances the
customer's perception of the company.
i. local guiding services Local guiding services allow customers to explore the

destination with knowledgeable guides who offer

insights and recommendations, enhancing their
overall experience.
For example, a tour company offering guided walking
tours led by local experts provides customers with a
deeper understanding of the destination's history,
culture, and hidden gems.
j. optional meals and dining It allows customers to customize their culinary

experiences adventures to suit their tastes and preferences.
For example, a restaurant offering themed tasting
menus or cooking classes provides customers with
unique dining experiences tailored to their interests.
k. prepayment of baggage Allowing customers to prepay baggage charges

charges simplifies the travel process and avoids surprises at
the airport, enhancing convenience and
transparency. Example: an airline offering discounted
rates for prepaying baggage fees encourages
customers to plan ahead and saves them time and
money during check-in.
l. prepayment of in-flight meals The option to prepay for in-flight meals ensures that
customers have their preferred meal choices
available during their journey, enhancing comfort and
satisfaction. For example, an airline offering a
selection of prepackaged meal options that
customers can preorder ensures a seamless dining
experience onboard.
m. pre-travel seat selection Pre-travel seat selection gives customers greater

control over the journey and ensures that they sit
together with their companions, enhancing comfort
and convenience.
For example, an airline offering online seat selection
allows customers to choose their preferred seats and
avoid last-minute seating arrangements at the airport.
n. private car transfers in lieu of Providing private car transfers offers customers
regular transportation options personalized transportation solutions that cater to

their comfort and privacy preferences. For example, a

luxury hotel offering chauffeured car services for
airport transfers ensures a seamless and exclusive
arrival experience for guests.
o. special offers or packages Offering special promotions or packages entices

customers with added value and savings,
encouraging bookings and enhancing satisfaction.
For example, a resort offering a "stay three nights,
get the fourth night free" promotion incentivizes
longer stays and increases the perceived value for
customers.
p. specialised styling for events Specialized services for events allow customers to
personalize their experiences and create memorable
moments. For example, a hotel offering professional
event styling services for weddings or corporate
functions enhances the ambiance and aesthetics of
the venue, impressing guests and hosts alike.
q. storage for luggage after check- Offering luggage storage facilities after check-out
out allows customers to explore the destination freely
without the burden of carrying their bags, enhancing
convenience and flexibility. For example, a hotel
providing secure luggage storage services enables
guests to enjoy their last day of vacation without
worrying about their belongings.
r. travel insurance Travel insurance provides customers with peace of

mind and financial protection against unexpected
events during their trip, enhancing security and
confidence. For example, a travel agency offering
comprehensive travel insurance coverage ensures
that customers are safeguarded against trip
cancellations, medical emergencies, and other
unforeseen circumstances.
s. upgraded accommodation and upgrades to premium accommodations or flights

flights provide customers with enhanced comfort and luxury,
elevating their travel experience and satisfaction. For
example, an airline offering complimentary upgrades
to business class or a hotel offering suite upgrades

for loyal guests rewards customers and fosters

loyalty.
t. wine or boutique beers to Offering wine or boutique beer pairings with meals
match meals ordered enhances the culinary experience and allows
customers to discover new flavors and combinations.
For example, a restaurant offering wine tasting
menus with expertly paired selections enhances the
dining experience and delights wine enthusiasts.
9. 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 professional service standards and protocols for staff.
In the hospitality industry, staff are expected to adhere to standards such as punctuality,
grooming, and knowledge of company policies and procedures. Protocols may include
handling guest complaints, maintaining cleanliness, and ensuring guest safety.
b. Describe at least three attitudes and attributes that would be expected to work with
customers.
Essential attitudes for working with customers include patience, empathy, and
professionalism. Attributes, such as excellent communication skills, problem-solving abilities,
and a positive attitude lead to the delivery of exceptional customer service.
c. Describe at least three key customer service needs and expectations in the industry.
Customers in the hospitality industry expect personalized experiences, prompt and attentive
service, and cleanliness and comfort. They also value convenience, transparency, and
reliability in bookings and transactions.
d. Describe two types of customer loyalty programs that exist.
Loyalty programs in the hospitality industry include points-based systems, where customers
earn rewards for stays or purchases and subscription-based programs that offer discounted
rates or complimentary upgrades.
e. Describe how customer databases are used in this industry and three essential features.
Customer databases in the hospitality industry store information such as guest preferences,
booking history, and contact details. Essential features include data security measures,
integration with reservation systems, and analytics capabilities for targeted marketing and
personalized service delivery

10. Choose a company you are familiar with and/or would be interested in working for. Answer each
of the following questions.
a. What does the company says its response time is for providing services and resolving
complaints? How does this compare to other companies?
The company aims for a response time of within 24 hours for providing services and
resolving complaints, which is comparable to industry standards. They prioritize prompt
resolution to ensure customer satisfaction
b. Describe key features of its customer service policies and procedures
The company emphasizes customer-centric policies focused on delivering exceptional
experiences. Key features include a dedicated customer support team available 24/7, a user-
friendly complaint resolution process, and proactive communication to address customer
needs.
c. Summaries its complaint handling policies and procedures.
The company follows a structured approach to complaint handling, including acknowledging
complaints promptly, investigating the issues thoroughly, and providing transparent
communication with customers regarding resolution steps and timelines.
d. Outline three promotional services offered by the company.
The company offers several promotional services to enhance customer value and loyalty.
These may include loyalty rewards programs offering discounts or exclusive perks, referral
programs incentivizing customer referrals, and seasonal promotions offering limited-time
discounts or special offers.
11. Explain the best practice process that a company should follow for responding to the following
common customer complaints:
a. incorrect pricing or quotes
Apologize for the error and rectify the pricing or quote promptly. Offer compensation or
discounts as appropriate to mitigate inconvenience
b. delays or errors in providing products or services
Communicate transparently about the delay or error, provide regular updates on the
resolution progress, and offer compensation such as discounts or complimentary services to
compensate for the inconvenience caused.
c. misunderstanding of customer requests
Listen actively to understand the customer's needs, clarify any misunderstandings, and take
proactive steps to fulfill the correct request, ensuring customer satisfaction.
d. escalated complaints or disputes

Assign a dedicated escalation handler to address the complaint, empathize with the
customer's concerns, offer a fair resolution, and follow up to ensure the issue is fully resolved
to the customer's satisfaction.

e. other team members or suppliers not providing special requests

Apologize for the oversight and take responsibility for the issue. Take corrective action to
fulfill the customer's request promptly, offering compensation or alternatives to mitigate
dissatisfaction
f. misunderstandings or communication barriers
Address the communication breakdown promptly, clarify information as needed, and ensure
effective communication channels are established to prevent future misunderstandings.
g. unmet expectations of, or problems or faults with, a service or product
Apologize for the inconvenience caused, investigate the issue thoroughly, offer a resolution
that meets or exceeds the customer's expectations, and follow up to ensure satisfaction and
prevent recurrence.
12. Explain how the following methods can help to compensate dissatisfied customers.
Method How it can help compensate dissatisfied customers
a. negotiating with suppliers on By negotiating with suppliers on behalf of the

customer behalf to gain reduced customer, the company can secure discounts or
rates or extra services additional services to compensate for any
inconvenience or dissatisfaction.
b. providing some or all services free Offering complimentary services or discounted

of charge or at a reduced rate. rates demonstrates goodwill and helps restore
customer satisfaction following a negative
experience.
c. providing discount vouchers to discount vouchers for future purchases or small

attend at a future time inexpensive gifts as gestures of apology can help rebuild trust
add-on products small gifts special and loyalty with dissatisfied customers.
attention during the service period
and special customer service
delivery on next attendance
13. Explain why it is important to consider each of the following factors when determining
compensation of dissatisfied customers:
a. financial constraints of the organisation
Compensation should be feasible within the organization's budgetary constraints to avoid
financial strain while still adequately addressing the customer's concerns.
b. profitability of the sale

Balancing compensation with the profitability of the sale ensures that the company does not
incur excessive losses while still prioritizing customer satisfaction and retention.
14. Choose two cultural groups you know about and for each describe the following in relation to
customer service:
a. modes of greeting, farewelling and conversation
Understanding cultural norms regarding greetings, farewells, and conversational styles helps
ensure respectful and effective communication with customers from different cultural
backgrounds.
b. body language and body gestures
Awareness of cultural differences in body language and gestures prevents misinterpretation
and fosters positive interactions with customers.
c. formality of language
Adapting language and communication style to suit cultural expectations regarding formality
ensures respectful and professional interactions with customers.
d. clothing expectations for customer service staff
Dress codes should align with cultural norms regarding attire to project professionalism and
respect for customers' cultural values.
15. Explain each of the following methods of collecting feedback:

a. surveys
Structured questionnaires allow customers to provide feedback on specific aspects of their
experience, providing quantitative data for analysis.
b. interviews
Conducting one-on-one interviews allows for in-depth exploration of customer experiences

and perceptions, yielding qualitative insights.
c. structured questioning
Asking specific, targeted questions during interactions with customers helps gather relevant
feedback in a systematic manner.
d. observation of customers
Observing customer behavior and interactions with products or services provides firsthand
insights into their preferences and needs.
e. casual discussion

Engaging in informal conversations with customers encourages candid feedback and allows
for the discovery of unmet needs or concerns.
16. Explain three types of communication techniques, including key features.
 Verbal communication: Utilizing spoken words to convey information, ideas, and

emotions, with key features including tone, clarity, and active listening.
 Non-verbal communication: Communicating through gestures, facial expressions, and
body language, which can convey meaning and emotions independently of verbal
language.
 Written communication: Conveying information through written text, which requires
clarity, conciseness, and attention to tone and formatting.
17. Explain three types of communication equipment that can be used in customer service.
 Telephones: Used for verbal communication with customers, enabling real-time

interaction and problem-solving.
 Computers and tablets: Used for accessing customer databases, processing transactions,
and communicating via email or chat.
 Headsets: Used in call centers for hands-free communication, allowing agents to
multitask while assisting customers.

Assessment Task 1: Checklist
Student’s name:
Did the student provide a Completed

sufficient and clear answer successfully? Comments
which met the requirements
of the assessor marking Yes No
guide?
Question 1
Question 2
Question 3
Question 4
Question 5
Question 6
Question 7
Question 8 a
Question 8 b
Question 8 c
Question 8 d
Question 8 e
Question 8 f
Question 8 g
Question 8 h
Question 8 i
Question 8 j
Question 8 k

Question 8 l
Question 8 m
Question 8 n
Question 8 o
Question 8 p
Question 8 q
Question 8 r
Question 8 s
Question 8 t
Question 9 a
Question 9 b
Question 9 c
Question 9 d
Question 9 e
Question 10 a
Question 10 b
Question 10 c
Question 10 d
Question 11 a
Question 11 b
Question 11 c
Question 11 d
Question 11 e
Question 11 f

Question 11 g
Question 12 a
Question 12 b
Question 12 c
Question 13 a
Question 13 b
Question 14 a
Question 14 b
Question 14 c
Question 14 d
Question 15 a
Question 15 b
Question 15 c
Question 15 d
Question 15 e
Question 16
Question 17
Assessor Feedback:
Assessor name:
Assessor signature and Date:

Assessment Task 2: Customer service project
This task requires you to prepare for, and participate in, roleplays with two customers to find out about
their needs and provide information on services available. You will then be required to provide the
required services to the two customers.
You will need access to:
 your learning resources and other information for reference
 a telephone (mobile or fixed line: for both the student and assessor)
 roleplay customers (the assessor)
 your Customer Record Sheet
 your Customer Service Policy and Procedures
 your List of Services.
Ensure that you:
 review the advice to students regarding responding to written tasks in the Hospitality Works
Student User Guide
 how your assessment should be submitted.
provided in Appendix B of the Student User Guide. However, if your RTO has provided you with

Activities
Complete the following activities.
1. Carefully read the following scenario
Aus. Biz Coaching provides a range of business coaching services designed to

help clients develop their business vision and achieve desired outcomes.
The company has a strong focus on running events for clients and also offers a
wide range of business coaching services, including one to one coaching, one off
strategy sessions and online group coaching sessions. The company has also
recently produced a book aimed at small business owners. The list of services is
provided in a separate document.
For the purposes of this assessment, you are employed as a Customer Service and
Events Manager for the company. One of your roles is to match services offered by
the company to client needs.
Today you will receive enquiries from two customers:
2. Prepare for the roleplay.
Read the case study information provided above, as well as the List of Services
that Aus Biz Coaching provides to identify the services that may suit each
customer.
The roleplay will be completed twice, once for two different customers. You will
answer the enquiry according to company procedures and then provide information
to each customer about the services the business offers that will help the customer
with their needs. Your assessor will play the role of each customer and will
telephone you.
You will also be required to follow up some information that you cannot provide to
the customer over the telephone, as well as enter the customer’s details into the
customer record sheet provided to you which is part of the company’s procedures.
Your assessor will roleplay each customer and advise you of the time and date for
the assessment tasks.
3. Provide customer service over the telephone.
Now participate in the two customer roleplays at the date and time specified by your
assessor and complete the following activities noting that your assessor will
roleplay the customers and each time will call you on yours or the RTO’s telephone.
You will need to:

 Answer call in accordance with company policy.
 Listen to the customer’s enquiry to determine the exact nature of the request
and ask further questions as required to assist in identifying customer’s needs
 Clearly and accurately explain services offered by Aus Biz Coaching that may
be suitable for the customer, offering extra and add-ons that may be
appropriate.
 Respond to questions and provide information to assist the customer in

selecting the right option for them.
 Identify information that you are unable to immediately provide to the customer
and respond in accordance with the customer service policy and procedure.
Demonstrate effective interpersonal skills including:
 Using a warm and friendly tone to build rapport
 Speaking clearly
 Asking questions clearly and concisely
 Cleary and accurately responding to questions
 Use active listening techniques
Ask for the customer’s details (name, company, position, telephone, email) and
record them in the customer record sheet. Explain key privacy requirements in
relation to the recording of customer details as per the customer service policy and
procedure.
After the telephone call, record all notes and comments about the phone call on the
customer record sheet, including customer priority rating as per the customer
service policy and procedure. You will finalise all the details in the customer record
sheet Task 3 below.
4. Update the customer record sheet with the details of the potential customers.
Use the Customer Record Sheet Template to record these.

Save the file as Customer Record Sheet Assessor.
5. Draft an email regarding referral information.

The text of the email should be in grammatically correct English, written in an
appropriate (polite, business-like) style.
Follow up the customer’s requests for information that you were unable to answer
by asking the relevant staff to clarify the requested information.
Attach your updated Customer Record Sheet to the email

Subject: Request for Information: Customer 2 Inquiry
Dear Samiya,
I hope this email finds you well. I am writing to request your assistance with
gathering additional information to address an inquiry from Customer 2.
During a recent call with Customer 2, they posed several questions for which I was
unable to provide immediate answers. To ensure that we can offer a
comprehensive response and meet the customer's needs effectively, I kindly ask for
your expertise in providing the following information:
1. Schedules and topics covered in the upcoming online group

coaching sessions?
2. The available payment methods and any associated terms or

conditions.
Customer 2's inquiry is time-sensitive, and I would appreciate your prompt attention
to this matter. Your cooperation in providing the requested information will enable
us to deliver exceptional customer service and ensure a positive experience for our
valued customers.
If you have any questions or require further clarification on the customer's inquiry,
please don't hesitate to contact me. Thank you in advance for your assistance.
Best regards,
Abc Daldo
Customer Service and Events Manager
Aus Biz Coaching
6. Draft an email to Jason (your assessor).
When you have received a reply from the Accounts team, write to the first customer
with the offer that has been proposed.
You do not have to include an invoice but refer to the invoice in the email’s text and
tell the prospective customer what the estimated cost of the services will be.
This email should be sent within the guidelines as set out in the Customer Service
Policy and Procedures.
Subject: Offer for Business Coaching Services
Dear Jason,
I trust this email finds you well.

Following our recent discussion and in alignment with Aus Biz Coaching's
Customer Service Policy and Procedures, I am delighted to present you with a
tailored proposal to support your business goals effectively.
Based on your unique needs and objectives, our team, in collaboration with our
Head Business Coach, has carefully curated a package of services designed to
drive your business towards success.
The proposed package includes the following services:
One-to-One Business Coaching:
 Initial meeting lasting 1 to 2 hours
 Development of a 90-day plan with 3 follow-up sessions
 Ongoing mentoring sessions, as needed
Additional Mentoring Meetings:
Meetings every 2 to 3 months, one to two hours each
The estimated cost for these services is $3,000, with additional mentoring meetings
priced at $500 per session.
I assure you that our proposal is in line with our commitment to professionalism,
transparency, and responsiveness outlined in our customer service policy.
Furthermore, we are dedicated to providing you with exceptional service and
support throughout our engagement.
Should you have any questions or require further clarification regarding the
proposed services or pricing, please do not hesitate to contact me directly. I am
here to assist you every step of the way.
Thank you for considering Aus Biz Coaching as your partner in achieving your
business goals. We are excited about the opportunity to work together and support
your journey towards success.
Warm regards,
Abc Daldo
Aus Biz Coaching
7. Draft an email to Samiya (your assessor).
When you have received a reply from the Head Business Coach, write to the
second customer with their response.
You do not have to include an invoice but refer to the invoice in the email’s text and
tell the prospective customer what the estimated cost of the services will be.
This email should be sent within the guidelines as set out in the Customer Service
Policy and Procedures.

Subject: Price Offer for Online Group Coaching Sessions
Dear Samiya,
I hope this email finds you well.
Following our recent discussion about your business needs, I'm excited to propose
our Online Group Coaching Sessions tailored to help you achieve your goals and
enhance your business success.
Based on the comprehensive nature of our 8-week online group coaching program,
which covers a wide range of topics essential for business growth and success,
including setting the right goals, maximizing returns, and improving
communications, the estimated cost for the entire program is $1,300.00.
Our sessions are designed to provide you with invaluable insights, strategies, and
tools to propel your business forward and overcome any challenges you may
encounter along the way. With just one hour per week, you'll have the opportunity
to transform your business and unlock its full potential.
I believe that our Online Group Coaching Sessions will be instrumental in helping
you achieve your desired outcomes and would be honored to support you on this
journey.
Please feel free to reach out if you have any questions or would like to discuss this
proposal further. I'm here to assist you in any way I can.
Looking forward to hearing from you soon.
Best regards,
Abc Daldo
Aus Biz Coaching
8. Draft an email to the Head Business Coach (your assessor).
Assume that the first customer has responded that they accept the offer given and
want to proceed with the provision of products and services as soon as possible.
The objective of the email is to ensure that the first customer’s special request will
be actioned, ensuring that the services will be delivered efficiently.
Subject: Confirmation Required: Availability of Services for Customer's Special
Request
Dear Samiya,

I am reaching out to seek confirmation regarding the availability of services to
accommodate a special request from our first customer. As discussed, the
customer has expressed their acceptance of the proposed services and is eager to
proceed without delay.
However, to ensure that we meet the customer's expectations and deliver our
services efficiently, it is essential to confirm the availability of the required resources
and the feasibility of accommodating their request.
Could you kindly verify if the services needed to fulfill the customer's special
request are currently available? Additionally, I would appreciate your insights on
whether these services align with the customer's expectations and requirements.
Your prompt response to this matter will enable us to proceed with confidence and
provide our customer with the exceptional service they deserve.
Thank you for your attention to this request. Please feel free to reach out if you
require any further information or clarification.
Best regards,
Abc Daldo
Aus Biz Coaching
9. Draft an email to the selected consultant (your assessor).

Assume that the second customer has also responded that they accept the offer
given and want to proceed with the provision of products and services as soon as
possible.
The objective of the email is to ensure that the second customer’s special request
will be actioned also.
Subject: Confirmation of Acceptance and Service Provision for Second

Customer
Dear Samiya,
I am pleased to inform you that the second customer has accepted the offer
proposed by our team and is eager to proceed with the provision of services as
soon as possible. This positive response underscores our commitment to delivering
high-quality services and meeting the needs of our valued clients.
In light of this, I am reaching out to confirm the availability of services to

accommodate the second customer's requirements. It is essential to ensure that we
have the necessary resources and capabilities in place to fulfill their needs
effectively.
Could you please confirm the availability of the required services and whether they
align with the expectations and objectives outlined by the second customer? Your
insights and guidance in this matter will be invaluable as we strive to deliver
exceptional service experiences.
Thank you for your attention to this request. I look forward to receiving confirmation
from you at your earliest convenience.
Best regards,
Abc Daldo
Aus Biz Coaching

Inform the customer of the problems with the services as set out in the return email
from the consultant. Advise the customers about the alternative services that are
being offered.
Also, suggest a way that the company can compensate the customer for the
service difficulty.
Subject: Important Update Regarding Your Service Experience
Dear Samiya,
I am writing to inform you of some developments regarding the services you

recently availed from Aus Biz Coaching. We have received feedback from our
consultant regarding certain challenges encountered during the delivery of the
services, and I want to personally address these issues with you.
Unfortunately, it appears that there were some difficulties encountered during the
provision of the services, and we sincerely apologize for any inconvenience this
may have caused you. Please rest assured that we are committed to resolving
these issues promptly and ensuring that you receive the high-quality service
experience you deserve.
In light of the challenges faced, we would like to recommend an alternative service

that may better meet your needs and expectations. After reviewing your
requirements and considering your goals, we believe that our "One-to-one business

coaching" service would be a suitable solution for you. This service offers
personalized coaching sessions tailored to meet specific business goals, such as
increasing turnover, maximizing profits, or streamlining operations. With a
dedicated coach, you can receive focused guidance and support to address your
unique challenges and achieve your desired outcomes.
Additionally, we understand that the service difficulties you experienced may have
been frustrating, and we want to make things right for you. As a gesture of goodwill,
we would like to offer you a 10 per cent discount on your next service. Our goal is
to ensure your satisfaction and demonstrate our commitment to delivering
exceptional service experiences.
We value your feedback and appreciate the opportunity to address any concerns
you may have. If you have any questions or would like to discuss this further,
please feel free to contact me directly at [your contact information].
Thank you for your understanding and patience as we work to resolve these issues.
We remain dedicated to serving you and look forward to the opportunity to exceed
your expectations in the future.
Best regards,
Abc Daldo
Aus Biz Coaching
11. Draft an email to the Head Business Coach (your assessor).

The objective of the email is to provide internal feedback on service issues and
suggest improvements to the system.

Subject: Feedback and Suggestions for Service Improvement
Dear Jason,
I am writing to provide some feedback on recent service issues that have come to my attention. As
part of our commitment to delivering exceptional service experiences to our customers, I believe it is
important to address these issues promptly and identify areas for improvement in our system.
Firstly, we have received feedback from a customer regarding challenges encountered during the
delivery of our services. While we have taken steps to address the specific concerns raised by the
customer, I believe there may be opportunities to enhance our processes and procedures to prevent
similar issues from arising in the future. I recommend conducting a thorough review of our service
delivery workflow to identify any potential bottlenecks or areas for optimization. By streamlining our
processes and ensuring clear communication channels, we can enhance the overall efficiency and
effectiveness of our service delivery.
Additionally, I would like to suggest implementing a more robust quality assurance framework to
monitor and evaluate the quality of our services on an ongoing basis. This could involve establishing
key performance indicators (KPIs) to measure service quality, conducting regular customer
satisfaction surveys, and implementing feedback mechanisms to capture insights from customers and
stakeholders. By continuously monitoring and assessing our performance, we can proactively identify
areas for improvement and ensure that we are consistently meeting the needs and expectations of
our customers.
Furthermore, I believe that investing in staff training and development initiatives could also contribute
to improving service quality and customer satisfaction. Providing our team members with the
necessary skills, knowledge, and resources to excel in their roles will not only enhance their
performance but also empower them to deliver exceptional service experiences to our customers. I
recommend exploring opportunities for ongoing training and professional development tailored to the
specific needs of our team members.
In conclusion, I am confident that by addressing these service issues and implementing the suggested
improvements, we can further elevate the quality of our services and strengthen our reputation as a
trusted provider in the industry. I look forward to collaborating with you and the rest of the team to
implement these changes and drive continuous improvement across our organization.
Thank you for considering my feedback, and please let me know if you require any further information
or assistance in this regard.
Best regards,
Abc Daldo
Aus Biz Coaching
Student’s name:

Completed
successfully? Comments
Did the student: Yes No
Answer the telephone according to

company procedures?
Assist customers to determine their

preferences, needs and expectations?
Provide advice to customers about

products and services to meet their
needs?
During the phone call use effective

interpersonal skills?
Recognise the need to refer enquiries to

others?
Correctly record customer details in the

customer record sheet?
Provide products and services with

professional and personalised service
that will meet individual preferences?
Provide products and services with

professional and personalised service
that will meet individual preferences?
Offer extras/add-ons tailored to the

customer’s needs?
Respond to potential customers within

the guidelines as set out in the Customer
Service Policy and Procedures?
Check actioning of the customer’s

special requests?
Liaise with team members to ensure

efficient service delivery?
Share customer information with team

members to ensure that quality service

is provided?
Identify problems with providing the

services and address these before
provision to the customer?
Anticipate delays in product and service

provision and update the customer on
expected outcomes?
Advise customer of alternative products

and services?
Proactively compensate for service

difficulty in line with own level of
responsibility?
Provide internal feedback on service

issues and suggest improvements?
Assessor Feedback:
Assessor name:

Assessment Task 3: Customer complaints resolution project
In this task, you are required to handle complaints from a customer and respond to the customer
according to company policies and procedures.
 your Complaint Acknowledgement Letter Template
 your Complaint Handling Policy and Procedures
 your Complaint Outcome Letter Template
 your Complaints Register Template
 your Refund Policy.
Ensure that you:
Student User Guide
provided in Appendix B of the Student User Guide. However, if your RTO has provided you with
Activities

1. Prepare for the roleplay.
This assessment task requires you to handle a customer complaint in the role of
Customer Service and Events Manager for Aus. Biz Coaching.
You will need to thoroughly review the following company documents before you
commence this task to ensure you understand and can apply procedures that must
be followed and how to respond to customer complaints.
 Complaint Acknowledgement Letter Template
 Complaint and Refund Policies and Procedures
 Complaint Outcome Letter Template
 Complaints Register Template
 Refund Policy.
2. Handle customer complaint.
The customer (your assessor) will call you complaining about the workshop he
attended being dull and uninteresting.
You will need to:
 Answer the telephone in accordance with company policy.
 Respond to the customer in accordance with the company’s compliant

handling policy and procedure.
 Use questioning techniques to establish and agree on the nature, possible

cause, and details of the complaint.
 Assess the complaint’s impact on customer
 Log the details of the complaint in the complaint register (once you have
completed Task 3 below, you will send the completed register to your
assessor).
 Calmly advise the customer that the complaint will be recorded and actioned
as per the company’s policy. Briefly explain the company policy.
3. Acknowledge complaint.
Following the phone call, you are required to action and resolve the complaint as
set out in the company’s complaint policy.
Use the Complaint Acknowledgement Letter Template to guide your writing of a
letter to the customer.

4. Inform customer of the outcome of the complaint.
Three days later you are advised that you may not refund the customer’s money,
but you can offer them another workshop free of charge and/or they can have a
one-off one-on-one session with a consultant.
Write a formal letter advising the customer of the outcome of the complaint.
Use the Customer Complaint Outcome Letter Template to guide your work.
This letter is an opportunity to demonstrate high quality customer service, so write
the letter with this as a goal
Samiya
148, Main Street
Cityville, State
Zip code: 4088
15/05/2024
Re. Outcome of complaint
Dear Samiya
I am writing to advise of the outcome of your complaint about the workshop being
dull and uninteresting.
At Aus Biz Coaching, we value all our customers and strive to resolve all customer
complaints to their satisfaction. After reviewing your complaint, we regret to inform
you that we are unable to provide a refund for the workshop. However, we would
like to offer you complimentary attendance to another workshop of your choice or a
one-off one-on-one session with a consultant.
Please contact us to arrange your preferred option at your earliest convenience.

Yours sincerely,
Abc Daldo
Customer Service Officer
Aus Biz Coaching
5. Update the Complaints Register.
Include as much detail as you can in the register.
6. Draft an email to the Managing Director (your assessor).

It should introduce and summarise the contents of the attachments.
The email text should also give the nature, possible cause, and details of the
complaint, as well as the impact that it has had on the customer.
It should also endeavour to describe how such a complaint could be avoided in the
future.
Describe how the solutions offered to the customer could be used as opportunities
to demonstrate high quality customer service to them.
Attach the following to the email:
 Complaint acknowledgement letter
 Customer Complaint Outcome Letter
 Updated Complaints Register

Subject: Summary of Customer Complaint and Resolution Actions
Dear Jason,
I am writing to provide a summary of recent customer complaints and the actions taken to resolve
them. Attached are the complaint acknowledgment letters, the customer complaint outcome letters,
and the updated complaints register.
Nature of the Complaints:
 Jason Smith: Found the workshop dull and uninteresting.
 Emily Johnson: Received a damaged book.
 Michael Brown: Experienced a delay in receiving workshop materials.
 Sarah Davis: Encountered unresponsive customer service.
 David Wilson: Had difficulty accessing online resources.
 Olivia Lee: Was billed incorrectly.
Possible Causes:
 Workshop content and delivery method.
 Damaged in transit.
 Administrative oversight.
 Inadequate follow-up.
 Technical issues with the online platform.
 Data entry error.
Impact on Customers:
These issues have caused dissatisfaction, delays, and inconvenience to our customers, affecting their
overall experience with our services.
Resolution Actions:
 Acknowledged complaints promptly.
 Offered appropriate compensations such as replacements, refunds, or complimentary services.
 Provided direct support and technical assistance.
 Implemented corrective measures to prevent recurrence.
Future Prevention:

To prevent similar complaints, we recommend:
1. Regularly reviewing and updating workshop content.
2. Enhancing packaging for shipments to prevent damage.
3. Streamlining the dispatch process for workshop materials.
4. Implementing a tracking system for customer service follow-ups.
5. Conducting a full review of the online platform for technical issues.
6. Double-checking processes for billing accuracy.
By implementing these improvements, we aim to enhance customer satisfaction and demonstrate our
commitment to high-quality service.
Thank you for your attention to this matter. Please let me know if there are any further actions you
would like us to take.
Best regards,
Abc Daldo
Aus Biz Coaching
Attachments:
 Complaint Acknowledgement Letters
 Customer Complaint Outcome Letters
 Updated Complaints Register
Student’s name:
Completed
Use questioning techniques to establish

and agree on nature, possible cause,

and details of the complaint?
Act swiftly to resolve complaints and

prevent escalation in consultation with
customer?
Determine options to resolve complaints

and decide on optimal solutions, taking
organisational constraints into account?
Take responsibility for resolving

complaints in a professional manner?
Resolve complaints using appropriate

communication techniques?
Provide internal feedback on customer

complaints and feedback?
Provide the required follow-up in order to

avoid future occurrence of the
complaint?
Review and evaluate complaints and

solutions to enhance the organisation’s
response to similar issues in the future?
Assess the complaint’s impact on the

customer?
Turn complaints into opportunities to

demonstrate the organisation’s high-
quality customer service?

Assessor Feedback:
Assessor name:

Assessment Task 4: Customer service report

This task requires you to seek and record feedback from the two customers you provided services to
for Assessment Task 2.
You will also be required to review the organisation’s Feedback Register and, based on your review,
develop a report recommending ways to improve service delivery for Aus Biz Coaching.
 your Customer Service Policy and Procedures
 your Customer Service Report Template
 your Feedback Register Template.
Ensure that you:
Student User Guide
provided in Appendix B of the Student User Guide. However, if your RTO has provided you with an
assessment cover sheet, please ensure that you use that.

Activities
1. Seek customer feedback.
It is almost three months since both Samiya and Jason finished their courses.
Review the Customer Service Policy and Procedures to determine how you should
undertake the regular customer satisfaction review.
Develop an email that could be sent to customers seeking feedback about their
experience with Aus Biz Coaching.
Subject: We Value Your Feedback – Share Your Experience with Aus Biz Coaching
Dear customer,
As it has been nearly three months since you completed your course with Aus Biz
Coaching, we would like to take this opportunity to thank you for choosing our
services. We are committed to providing the highest level of service and
continuously improving our offerings to meet your needs.
To help us achieve this, we would greatly appreciate your feedback on your
experience with us. Could you please take a few minutes to answer the following
questions:
1. Were you satisfied with the services provided to you? Why or why not?
2. Would you recommend us to others? Why or why not?
3. What aspect of the services we provided did you like best?
4. What aspect of the services we provided did you like least?
5. Do you have any suggestions for improvement?
Your feedback is invaluable to us and will help us enhance our services for future
clients.
Thank you for your time and input.
Best regards,
[Your Name]
Aus Biz Coaching

It should seek feedback about Jason’s experience with Aus Biz Coaching.
Your assessor will respond to you in the role of Jason.
Subject: Your Feedback on Your Experience with Aus Biz Coaching

Dear Jason,
Coaching, we are reaching out to gather feedback on your experience with us.
Your insights will help us improve our services and better meet the needs of our
clients.
Could you please take a moment to answer the following questions:
Thank you for your time and valuable feedback.
Best regards,
Abc Daldo
Aus Biz Coaching

It should seek feedback about Samiya’s experience with Aus Biz Coaching.
Your assessor will respond to you in the role of Samiya.
Subject: Your Feedback on Your Experience with Aus Biz Coaching
Dear Samiya,
Coaching, we are reaching out to gather feedback on your experience with us.
Your insights will help us improve our services and better meet the needs of our
clients.
Could you please take a moment to answer the following questions:

Thank you for your time and valuable feedback.
Best regards,
Abc Daldo
Aus Biz Coaching
4. Update the Feedback Register.
Enter the information that you receive back from the customers into the feedback
register.
Include follow up actions required to enhance service delivery in the future.
The Feedback Register already includes feedback from customers collected over
the first quarter of the financial year.
5. Develop a customer service report.
For this part of the assessment task, you are required to develop a customer
services report identifying and recommending ways to improve service delivery
based on your evaluation of the company’s feedback register.
First of all, review your completed feedback register from activity 1.
Then develop a report that includes:
 The purpose of the report and number of complaints and feedback during the
specified period
 An analysis of feedback and complaints with regard to service delivery and

provision of products and services
 Outline of potential solutions to address feedback and complaints.
Use the Customer Service Report Template to guide your work.

Your report must be clearly written and address all of the required content as stated
above.
When you have finished writing your report, proofread it thoroughly.

Aus Biz Coaching
Customer Service Report
Introduction
The purpose of this report is to evaluate the customer feedback and complaints
received by Aus Biz Coaching over the first quarter of the financial year. This
analysis aims to identify common issues and recommend actions to enhance our
service delivery. The report is based on feedback and complaints from 10
customers, including three formal complaints.
Analysis of Feedback
The feedback and complaints received have been thoroughly analyzed to identify
key themes and issues:
Delayed Response to Inquiries:
Several customers mentioned experiencing delays in receiving responses to their
email inquiries. This has impacted their overall satisfaction and perception of our
responsiveness.
Difficulty Accessing Online Materials:
A few customers reported difficulties accessing the online materials provided during
their courses. This issue has hindered their learning experience and needs to be
addressed to ensure smooth access to all resources.
Positive Feedback on Coaching Sessions:
On a positive note, many customers appreciated the quality and professionalism of
our coaching sessions. They found the sessions helpful and insightful, contributing
to their business success.
Potential Actions to Address Issues
Improve Response Times:
Implement stricter protocols for responding to emails within one business day.

Regular monitoring and tracking of response times can help ensure adherence to
this standard.
Enhance Online Platform:
Upgrade the online materials platform to make it more user-friendly and accessible.
Providing additional support resources, such as video tutorials and a dedicated
helpdesk, can further assist customers in navigating the platform.
Additional Staff Training:
Conduct ongoing training for staff to improve their communication and technical
support skills. This training should emphasize the importance of prompt and
effective responses to customer inquiries.
Recommendations
Based on the analysis, the following actions are recommended, prioritized to
address the most critical issues first:
High Priority:
Improve Response Times: Establish a protocol ensuring all customer inquiries are
responded to within one business day. Monitor compliance and provide additional
training if necessary.
Medium Priority:
Enhance Online Platform: Invest in upgrading the online materials platform to
ensure it is intuitive and easily accessible. Implement additional support resources
to assist customers in using the platform effectively.
Low Priority:
Staff Training: Organize regular training sessions for staff to enhance their
communication and technical support skills. Focus on improving response
efficiency and customer interaction quality.
6. Draft an email to the Managing Director (your assessor).


It should introduce and summarise the contents of the attachments.
Summarise the customer complaints and feedback and describe what follow-up is
required to ensure that its reoccurrence can be avoided in the future.
Attach your feedback register and customer service report to the email.
Subject: Summary of Customer Feedback and Recommendations for Service

Improvement
Dear Samiya,
Attached, please find the updated feedback register and the customer service
report for the first quarter of the financial year. These documents summarize the
feedback and complaints we have received from our customers and outline
potential solutions to enhance our service delivery.
Summary of Customer Complaints and Feedback:
 Common issues included delayed responses to email inquiries and difficulty

accessing online materials.
 Positive feedback highlighted the helpfulness of our coaching sessions and the
professionalism of our staff.
Recommended Follow-Up Actions:
1. Improve email response times to ensure all inquiries are addressed within
one business day.
2. Enhance the accessibility and usability of our online materials platform.
3. Provide additional training for staff to improve communication and technical
support skills.
Thank you for your attention to these matters. Please let me know if you require
any further information or assistance.
Best regards,
Abc Daldo
Aus Biz Coaching


It should promote repeat business by offering the services described by the

Managing Director.
Subject: Exclusive Offer for Our Valued Customers
Dear Jason,
As a valued customer of Aus Biz Coaching, we are excited to offer you an exclusive
opportunity to continue your journey with us. We are currently offering a special
discount on our online group coaching sessions. This 8-week course covers
essential business success principles and techniques, including goal setting,
business success strategies, and maximizing returns.
We believe this course will be highly beneficial in further developing your business
skills and achieving your goals. The estimated cost for this service is $1,200, and
we are offering a 10% discount for returning customers.
Thank you for your continued trust in Aus Biz Coaching. We look forward to
assisting you further.
Best regards,
Abc Daldo
Aus Biz Coaching

It should promote repeat business by offering the services described by the
Managing Director.

Subject: Exclusive Offer for Our Valued Customers
Dear Samiya,
As a valued customer of Aus Biz Coaching, we are excited to offer you an exclusive opportunity to
continue your journey with us. We are currently offering a special discount on our online group
coaching sessions. This 8-week course covers essential business success principles and techniques,
including goal setting, business success strategies, and maximizing returns.
We believe this course will be highly beneficial in further developing your business skills and
achieving your goals. The estimated cost for this service is $1,200, and we are offering a 10%
discount for returning customers.
Thank you for your continued trust in Aus Biz Coaching. We look forward to assisting you further.
Best regards,
Abc Daldo
Aus Biz Coaching
Student’s name:
Completed
Provide internal feedback on customer

feedback and required follow up?
Promote repeat business by offering

promotional services as set out by the
Managing Director?
Maintain customer profiles to enhance

service delivery?
Provide personalised service to

customers in a manner that builds repeat
business?
Assessor Feedback:

Assessor name:

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Assessor Feedback to Students

SITXCCS007 Assessment V1.1

Assessment Outcome: Competent Not yet Competent

Information for Student:

SITXCCS007 Assessment V1.1

SITXCCS007 Assessment V1.1

SITXCCS007 Assessment V1.1

Task Due Date Student Trainer Signature Comments

Task 1-4 Week 1

SITXCCS007 Assessment V1.1

Assessment for this unit

Preparing for assessment

SITXCCS007 Assessment V1.1

Supporting resources: Supporting resources include templates, journals, workbooks and

 Customer Record Sheet Template (Assessment Task 2)

 Customer Service Policy and Procedures (Assessment Task 2)

 List of Services (Assessment Task 2)

 Complaint Acknowledgement Letter Template (Assessment Task 3)

 Complaint Handling Policy and Procedures (Assessment Task 3)

 Complaints Register Template (Assessment Task 3)

 Customer complaint Outcome Letter Template (Assessment Task 3)

 Refund Policy (Assessment Task 3)

 Customer Service Policy and Procedures (Assessment Task 4)

 Customer Service Report Template (Assessment Task 4)

 Feedback Register Template (Assessment Task 4)

 submitting assessments  re-assessment guidelines

 assessment appeals  responding to written questions.

SITXCCS007 Assessment V1.1

Information for students

 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.

 where this task should be completed

 the maximum time allowed for completing this assessment task

 whether or not this task is open-book.

SITXCCS007 Assessment V1.1

1. List three principles of enhanced customer service experiences.

2. List three benefits of enhanced customer service experiences.

 Increased customer satisfaction and loyalty.

3. List three principles of positive communication.

4. List three benefits of positive communication.

Improved customer relationships and satisfaction

Reduced misunderstandings and conflicts

It enhances company reputation as being customer-centric

SITXCCS007 Assessment V1.1

Extra or add on How it can enhance customer service and example

a. Additional destinations Additional destinations expand the customer’s

c. Cocktails and liqueurs to Cocktails and Liqueurs provide customers with a

SITXCCS007 Assessment V1.1

Extra or add on How it can enhance customer service and example

Example: A restaurant could offer signature cocktails

d. coordination services at events streamlines the planning process for customers,

e. entrance to events, festivals Enhances the customer's immersion in the

g. extra food items Additional food items such as complimentary snacks

h. flight fuel emissions offset fee It demonstrates the company's commitment to

SITXCCS007 Assessment V1.1

Extra or add on How it can enhance customer service and example