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Assessment Details Qualification Code/Title Assessment Type Assessment Task 2 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. Assessment Task 2: Develop customer services policies and procedures Information for students Tasks required for this unit This unit of competency requires that you: research and develop customer service policies and procedures for at least three different areas of the business that meet industry standards implement and monitor practices for quality customer service in line with above policies and procedures over four service periods evaluate above practices for quality service provision and identify any failings. Instructions for how you will complete these requirements are included below. Activities Complete the following activities. Carefully read the following information. You have been appointed as the Operations Manager of a health resort and convention centre in the Blue Mountains, near Sydney. The resort, Blue Healer Spa, is made up of five areas: dining/catering, wellness, meeting rooms, accommodation, and reception. Each area has its own full-time manager. The kitchen is large enough to feed over 100 people three meals each day. There are four full-time kitchen staff, three permanent waiting personnel and the rest of the staff are hired on a casual basis to cater for functions and retreats. There is accommodation for 80 people in twin and double rooms. Surrounding hotels provide further accommodation when needed. There are four meeting rooms of various sizes, and these can be opened up to make one large room for functions such as weddings and courses. There is also a service area where computers and printers can be accessed. The resort would like to encourage more courses to be held there as the full rooms and restaurant ern the company more that renting out the rooms does. The wellness area has two saunas, a steam room, three warm water spas, four massage rooms and four consultation rooms where naturopathic consultations and facial treatments are performed. The spa runs continuously, mostly due to locals visiting, whether a course is running or not. Reception includes the front desk and the office where the accounts are done, and records kept. It is an open plan office with 5 staff workstations. Most staff prefer to work with their own laptops, connected to the larger computer screens. The HR Manager and Marketing Manager have their workstations in this area. One of the first things you noticed when taking on the job is that, although the resort’s employees were courteous towards customers, there were no formal customer service policies and procedures. You have discussed this with the HR Manager (who has only recently taken on the job), and they agreed that developing these was important to manage, and improve, the resort’s customer service practices. They suggested that it would be best to start the process by getting feedback from customers and staff on the current customer service practices. What do I need to demonstrate? During your practical assessments you will be required to demonstrate a range of the skills and knowledge that you have developed during your course. These include: Develop quality customer service practices. Gather information on customer needs, expectations and satisfaction levels using both formal and informal research. Provide opportunities for customers and staff to give feedback on products and services. Review changes in internal and external environments. Integrate changes into planning for quality service. Provide opportunities for staff to participate in development of customer service practices. Develop policies and procedures for quality service delivery. Manage delivery of quality service Communicate policies, procedures and expectations to staff. Make policies available to customers and staff. Monitor customer service in the workplace. Ensure standards are met. Initiate staff training to enhance customer service. Take responsibility for service outcomes and dispute resolution. Act as a positive role model for professional standards expected of service industry personnel. Monitor and adjust customer service Seek ongoing feedback from staff and customers to improve performance. Assess effectiveness of customer service practices. Identify customer service problems. Adjust policies and procedures to improve service quality. Develop, document and communicate new approaches to customer service to staff involved in service delivery. How will I provide evidence? Your assessor will provide you with templates to complete each task. You will find some detailed information about providing evidence; this will include: Internal Memos a Customer Survey an email to staff requesting feedback a Briefing Report a first draft Reception Customer Service Policy and Procedures a first draft Catering Customer Service Policy and Procedures a first draft Wellness Customer Service Policy and Procedures a Reception Customer Service Policy and Procedures a Catering Customer Service Policy and Procedures a Wellness Customer Service Policy and Procedures. You will need to complete each activity and submit the required task at the end of each step completed. Tips for completing your activities Read through this assessment and each task before you get started and make sure you understand what you need to do. If you are unsure, speak to your assessor and/or supervisor. Stay up to date! Stay in touch with your assessor. Ask questions, raise issues, check in, communicate. Most importantly, ask for help if you are having trouble! 1. Develop a customer survey – 1 hour. You are required to develop a survey that will be sent to Blue Healer Spa customers. The completed surveys will be anonymous and collated by the Administration Officer. You may use any format you wish for the survey, but it should collect information on the following: What customers expect of a resort such as Blue Healer. Whether the customer’s needs were fulfilled when they were at Blue Healer. How satisfied they were with their stay at Blue Healer. When completed, submit your Customer Survey to the Administration Officer (your assessor) who will send it to the customers. Send an email to all Blue Healer Spa’s staff (your assessor) – 30 minutes. The purpose of the email is to give the staff the opportunity to give feedback on the resort’s products and services and the customer service practices they experience. Acknowledging that the resort’s employees work a variety of shifts in a variety of areas, your email should ask the staff to also include the area of the resort they work in as well as the shifts they usually work, in their response. The email should ask the recipient to send their feedback to the Administration Officer, who will keep answers anonymous and collate the responses. Participate in an informal meeting with a customer (your assessor) – 30 minutes including preparation. You are required to hold a short (about 5 minutes), informal meeting with a customer that you have just met. The objective of the meeting is to find out how well they have been served during their stay at the Blue Healer Spa. During the meeting, you will need to demonstrate effective communication skills including: speaking clearly and concisely using non-verbal communication to assist with understanding asking questions to identify required information responding to questions as required. Write a customer service practices briefing report – 1 hour. Prior to developing the customer service policies and procedures, you are required to write a briefing report that summarises the current customer service practices at the resort. Begin by reviewing the following formal research sources: Customer Survey Results Staff Survey Results The internet. Use the internet to review: Trends and changes in the hospitality environment in Australia generally and the Blue Mountains specifically. Any relevant plain English regulatory documents that are developed and distributed by state and federal government consumer protection regulators. Information from similar businesses about how they fulfil their customers’ needs, complaints and feedback. Also review the following informal research sources: Internal Memos Informal discussions with customers and employees. Your briefing report should include, as a minimum, the following: Whether customer needs are currently being met What customer expectations are, and whether they are currently being met How satisfied customers are with the products and services they receive Other customer feedback Staff feedback Internal and external changes affecting the resort’s customer service practices Proposed structure of the policy and procedures documents that you will develop in the next activity. Use the Briefing Report Template to guide your work. When you have completed the briefing report, submit it to the Management Team (your assessor). Develop customer service policies and procedures – 2 hours. To ensure that optimal customer service practices are followed throughout the Blue Healer Spa, you have decided to develop customer service policy and procedures for the following three areas of the business: Reception: covering the front of house and administration. Catering: covering both the kitchen and dining area. Wellness: covering the spa and the naturopaths. Use the internet to review the customer service practices that other, similar businesses have adopted, as well as industry standards and codes of conduct. Use this information, and the information in your briefing report, to develop three policies and procedures for the resort. You will be revising these documents following the training session you will conduct in the next activity, so save these versions of the documents as: First Draft Reception Customer Service Policy and Procedures First Draft Catering Customer Service Policy and Procedures First Draft Wellness Customer Service Policy and Procedures. When completed, submit these documents to your assessor. Provide an information and training session – 2 hours including preparation. This session will give you the opportunity to get the employees’ feedback on the policies and procedures you are developing. The HR Manager has ensured that employees from each area of the resort, and working each of the different shifts, will be present at the meeting, so you can get a wide range of feedback. Prior to delivering the presentation, make sure that you practice your delivery, so you are well prepared. You will be assessed on your presentation technique as well as the content of your presentation. During the meeting, you are required to act as a positive role model for the staff, demonstrating the professional standards expected of service industry personnel. Your assessor will advise you of the date and time of your presentation and will organise at least two other students to attend the information and training session in the role of staff members. The meeting is an opportunity for staff members to participate in the development of the resort’s customer service practices, so it is important that you provide the audience plenty of opportunities to give you their feedback. Take notes on this to guide the revisions you will make to the policies and procedures in the next activity opportunity for your audience to ask questions. Explain your three policies and procedures to the staff, making it clear what is expected of them in terms of customer service. Inform them that the meeting is the first of a number of staff training sessions designed to enhance the resort’s customer service. Ask them if there are particular areas in which they would appreciate more training