Answer To: attached files
Dilpreet answered on Mar 08 2024
Assessment Details
Qualification Code/Title
Assessment Type
Assessment Task 1
Time allowed
Due Date
Location
Term / Year
Unit of Competency
National Code/Title
SITXCCS016 Develop and manage quality customer service practices
Student Details
Student Name
Student ID
IIE
Student Declaration: I declare that the work submitted is my own, and has not been copied or plagiarised from any person or source.
Signature:
Date:
Assessor’s Name
RESULTS (Please Circle)
☐SATISFACTORY
☐NOT SATISFACTORY
Feedback to student:
Assessor Declaration
*If Student is Not Satisfactory
Reassessment Required ☐ Yes ☐ No
Assessor Declaration: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback.
Signature:
Date:
Is This Theory Only Task ☐ Yes ☐ No
Have student already completed practical/ Vocational Placement Component? ☐ Yes ☐ No
Instructions to the Candidates
· This assessment is to be completed according to the instructions given below in this document.
· Should you not answer the tasks correctly, you will be given feedback on the results and gaps in knowledge. You will be entitled to one (1) resubmit in showing your competence with this unit.
· If you are not sure about any aspect of this assessment, please ask for clarification from your assessor.
· Please refer to the College re-submission and re-sit policy for more information.
· If you have questions and other concerns that may affect your performance in the Assessment, please inform the assessor immediately.
· Please read the Tasks carefully then complete all Tasks.
· To be deemed competent for this unit you must achieve a satisfactory result with tasks of this Assessment along with a satisfactory result for another Assessment.
· This is an Open book assessment which you will do in your own time but complete in the time designated by your assessor. Remember, that it must be your own work and if you use other sources then you must reference these appropriately
· Submitted document must follow the given criteria. Font must be Times New Roman, Font size need to be 12, line spacing has to be Single line and Footer of submitted document must include Student ID, Student Name and Page Number. Document must be printed double sided.
· This is Individual Assessments. Once you have completed the assessment, please provide the Hard copy of the Assessments to your Trainer/ Assessor.
· Plagiarism is copying someone else’s work and submitting it as your own. Any Plagiarism will result in a mark of Not Satisfactory.
Introduction
Welcome to the Student Assessment Tasks for SITXCCS016 Develop and manage quality customer service practices. These tasks have been designed to help you demonstrate the skills and knowledge that you have learnt during your course.
Please ensure that you read the instructions provided with these tasks carefully. You should also follow the advice provided in the Hospitality Works Student User Guide. The Student User Guide provides important information for you relating to completing assessment successfully.
Assessment for this unit
For you to be assessed as competent, you must successfully complete three assessment tasks:
Assessment Task 1: Knowledge questions – You must answer all questions correctly.
Assessment Task 2: Develop customer services policies and procedures – You are required to research the standard of customer service provided at a case study resort. You will then develop customer service policies and procedures and give a training session to staff to improve the quality of the resort’s customer service practices.
Assessment Task 3: Monitor customer service practices – You are required to monitor the affect that your changes to the company’s customer service practices has had on the standard of customer service.
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.
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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 B of the Student User Guide. However, if your RTO has provided you with an assessment cover sheet, please ensure that you use that.
Questions
Provide answers to all of the questions below.
List five principles of quality customer service.
Five principles of quality customer service:
1. Resolving the issues of the customers on top most priority
2. Providing the customers with the necessary information be it for the existing products or new products
3. Establishing customer service accountability across teams
4. Taking feedback from the customers and making the necessary changes
5. Establishing open and transparent communication channels with the customers
Thinking about the qualification you are studying and the industry you would like to work in, answer each of the following questions:
a. Describe at least three examples of professional service standard topics service industry staff may need to comply with.
· Responsiveness: It is important to respond to the customers with their inquiries and queries.
· Feedback: It is essential to take timely feedback from the customers and improve the services as and when required.
· Accountability: Teams must be accountable for the services they have been providing to the customers.
b. Describe at least three industry expectations of attitudes and attributes that staff who work with customers in a service business.
· Confidentiality: the information gathered from the customers must be used constructively for the benefit of the customers. Privacy of the customers should be protected.
· Communication: It is important to build clear, open, and transparent communication channels with the customers.
· Legal Compliance: It is very important to abide the related rules, regulations, legislations, and acts.
Identify the roles and responsibilities of the listed people in providing quality customer service:
Classification of Person
Their role and responsibility in providing quality customer service
a. Management
Management must focus on handling customer complaints. They must also focus on designing and developing customer service protocol. They must focus on employee training to improve their skills.
b. Supervisors
Managing customer queries to ensure proficient customer services. They also need to focus on the resolution of customer service complaints. They also need to delegate and monitor the responsibilities of the staff to ensure smooth operations of the business.
c. Operational personnel
They need to take care of the daily tasks of the customer service team. They also need to ensure that policies and procedures are in place. They also need to analyse the customer service metrics.
Answer the following questions.
a. List three sources of information on current service trends in the hospitality industry.
· Augmented and virtual reality
· Artificial intelligence
· Big data
b. List three sources of information on changes that affect service delivery in...