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Assessment Details Qualification Code/Title Assessment Type Assessment Task 3 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 3: Monitor customer service practices 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 review above policies and procedures, adjust as necessary, and communicate new practices to staff. Instructions for how you will complete these requirements are included below. Activities Complete the following activities. Carefully read the following information. Six months have passed since you initiated the staff training to enhance customer service, and the policies and procedures you developed in Assessment Task 2 were uploaded to the intranet. 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. 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 alter the customer survey that you developed in Assessment Task 2 to include the customer’s verdict on whether customer service had improved over the previous six months. Save this document as Follow-Up Customer Survey. This survey will be sent to Blue Healer Spa’s customers. The completed surveys will be anonymous and collated by the Administration Officer. When completed, submit it to the Administration Officer (your assessor) who will send it to the customers, then collect and collate the results and send them to you. Send an email to all Blue Healer Spa’s staff (your assessor) – 1 hour. The purpose of the email is to give the staff the opportunity to give feedback on customer service performance in the resort, and whether they have noticed any improvements over the previous six months. As with your earlier email to employees requesting their feedback, 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. Give them the four shift options developed by the Administration Officer and ask them to select the most appropriate for the work they do. The email should ask the recipient to send their feedback to the Administration Officer, who will keep answers anonymous and collate the responses. Assess the effectiveness of customer service outcomes – 2 hours. Review the following documents which have been sent to you by the Administration Officer: Follow-Up Customer Survey Results Follow-Up Staff Survey Results Write a report on the results of the changes you have made to the resort’s customer service practices. Identify any systemic customer service problems and outline how you intend to resolve them. Include in your report at least one change you would recommend being made to each of the policies and procedures. Use your report as the text of an email to the Management Team (your assessor). The email text should also make clear that you take personal responsibility for the outcomes. Resolve a dispute – 2 hours. Within the follow-up survey results is a fledgling dispute between two areas of the resort over their customer service standards. Write an email to the managers of the disputing areas with a solution that will satisfy both parties. Update the policies and procedures – 2 hours. Revise each document to reflect the follow-up feedback you have received. Save these versions of the documents as: Updated Reception Customer Service Policy and Procedures Updated Catering Customer Service Policy and Procedures Updated Spa Customer Service Policy and Procedures When completed, submit the documents to the administration Officer (your assessor), who will upload them to the resort’s website, so they are easily accessible to customers and all staff involved in service delivery. Assessment Task 3: Checklist Student’s name: Has the following been completed? Completed successfully? Comments Yes No The student has satisfactorily monitored the standard of customer service throughout the resort to ensure that professional standards are met. The student has satisfactorily taken personal responsibility for the outcomes of their efforts to improve customer service at the resort. The student has satisfactorily taken responsibility for dispute resolution. The student has satisfactorily sought ongoing feedback from staff to ensure that the standard of customer service has improved. The student has satisfactorily assessed how effective the introduction of the policies and procedures, as well as the staff training, has been in improving customer service at the resort. The student has satisfactorily identified any systemic customer service problems at the resort and update the policies to address these. The student has satisfactorily updated the customer service policy and procedures and send them to the Administration Officer to upload to the resort’s website. The student has satisfactorily implemented and monitored practices for quality customer service over two service periods. Task outcome: Satisfactory Not satisfactory Assessor signature: Assessor name: Date: Final results record Student name: Assessor name: Date: Unit name: SITXCCS016 Develop and manage quality customer service practices Qualification name: Final assessment results Task Type Result Satisfactory Unsatisfactory Did not submit Assessment Task 1 Knowledge questions S U DNS Assessment Task 2 Develop customer services policies and procedures S U DNS Assessment Task 3 Monitor customer services practices S U DNS Overall unit results C NYC Feedback My performance in this unit has been discussed and explained to me. I would like to appeal this assessment decision. Student signature: Date: I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment procedures. Assessor signature: Date: © International Institute of Education RTO:45150 | CRICOS:03838G File Name: SITXCCS016 Student Assessment Task 3 Revised Date: 11/08/2023 Version: 1.0 Page:1 © International Institute of Education RTO:45150 | CRICOS:03838G File Name SITXCCS016 Student Assessment Task 3 Revised Date: 11/08/2023 Version: 1.0 Page:1