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Assessment Tasks and Instructions Student Name Student Number Course and Code Unit(s) of Competency and Code(s) SITXCCS007 Enhance customer service experiences Stream/Cluster Trainer/Assessor Assessment for this Unit of Competency/Cluster Details Assessment 1 Case Study Assessment 2 Practical Observation Assessment 3 Assessment conducted in this instance: Assessment 1 |X| 2 |_| 3 |_| Reasonable Adjustment 1. Has reasonable adjustment been applied to this assessment? No |_| No further information required Yes |_| Complete 2. 2. Provide details for the requirements and provisions for adjustment of assessment: Student to complete |_| My assessor has discussed the adjustments with me |_| I agree to the adjustments applied to this assessment Signature Date 2nd Assessor to complete |_| I agree the adjustments applied to this assessment are reasonable Name Signature David Delaney Date Assessment Guidelines What will be assessed The purpose of this assessment is to assess you underpinning knowledge to complete the tasks outlined in the elements and performance criteria for this unit of competency and relating to the following aspects: principles and benefits of enhanced customer service experiences and positive communication techniques to anticipate customer preferences, needs and expectations throughout the service experience conflict resolution techniques methods for enhancing service delivery in response to staff and customer feedback various extras and add-ons to enhance the customer experience: · additional destinations · additional tours or cruises · cocktails and liqueurs to enhance the dining experience · coordination services at events and conferences · entrance to events, festivals and entertainment scheduled during customer stay at destination · entrance to major attractions at destination · extra food items · flight fuel emissions offset fee · local guiding services · optional meals and dining experiences · prepayment of baggage charges · prepayment of in-flight meals · pre-travel seat selection · private car transfers in lieu of regular transportation options · special offers or packages · specialised styling for events · storage for luggage after check-out · travel insurance · upgraded accommodation and flights · wine or boutique beers to match meals ordered specific industry sector: · professional service standards and protocols for service industry personnel · attitudes and attributes expected by the service industries to work with customers · different customer service needs and expectations · types of customer loyalty programs · essential features and use of the customer databases particular organisation: · designated response times for providing service and resolving complaints · customer service policies and procedures · complaint handling policies and procedures · promotional services offered procedures for responding to the following common customer complaints: · incorrect pricing or quotes · delays or errors in providing products or services · misunderstanding of customer requests · escalated complaints or disputes · other team members or suppliers not providing special requests · misunderstandings or communication barriers · unmet expectations of, or problems or faults with, a service or product methods of compensating dissatisfied customers: · negotiating with suppliers on customer behalf to gain reduced rates or extra services · providing some or all services: · free of charge · at reduced rate · providing: · discount vouchers to attend at a future time · inexpensive add-on products · small gifts · special attention during the service period · special customer service delivery on next attendance factors to consider when determining compensation of dissatisfied customers: · financial constraints of the organisation · profitability of the sale awareness of special needs, customs and practices of various social and cultural groups of customers in regards to: · modes of greeting, farewelling and conversation · body language and body gestures · formality of language · clothing methods of collecting feedback: · formal: · surveys · interviews · structured questioning · informal: · observation · casual discussion essential features, conventions and usage of different types of communication techniques and equipment. Place/Location where assessment will be conducted AIBT to advise Resource Requirements Pen, Paper, computer with access to email, printer, teacher’s email address or as instructed otherwise. Instructions for assessment including WHS requirements You are required to address all questions to achieve competence. Your trainer will provide you with instructions for time frames and dates to complete this assessment. Once completed, carefully read the responses you have provided and check for completeness. Your trainer will provide you with feedback and the result you have achieved. Statement of Authenticity |_| I acknowledge that I understand the requirements to complete the assessment tasks |_| The assessment process including the provisions for re-submitting and academic appeals were explained to me and I understand these processes |_| I understand the consequences of plagiarism and confirm that this is my own work and I have acknowledged or referenced all sources of information I have used for the purpose of this assessment Student Signature: Date: / /201 This assessment: First Attempt |_| 2nd Attempt |_| Extension |_| – Date: / / RESULT OF ASSESSMENT Satisfactory |_| Not Yet Satisfactory |_| Feedback to Student: Assessor(s) Signature(s): Date: / / Student Signature Date: / / Assessment 1 Assignment Your task: Choose an area relevant to your area of training in the Tourism, Hospitality and Events Industry. This may include Accommodation Services, Front Office, Cookery, Food and Beverage, Tourism, Travel or Events. Respond to each of the following questions with appropriate contextual responses. Each question must be completed. 1. Provide an overview of the characteristics of customers you typically would encounter in your chosen field of training. Describe their likely needs and expectations as well as any special needs. 2. Provide 5 examples of products and services you offer in your chosen field. Imagine you are talking to a customer and briefly describe each of the products and services. 3. Provide 3 examples of add-ons and extras available in your area and explain the benefits or advantages to the customer if taken as a package. 4. Choose 1 of the add-ons or extras and describe 2 methods for how you could effectively sell the additional item. 5. Provide 3 examples for how you could anticipate the needs of your customers in your service area. This may include special provisions dependent on special needs, service situation, preferences etc. 6. How will you ensure all products and services are packaged or actioned before customer delivery, including any variations, add-ons or special requests? How does this enhance the standard level of customer service? 7. Choose 2 of the products or services you described in Question 2. Describe the types of problems which might occur in relation to each product or service. 8. Select 4 of the potential problems you identified in Question 7. Imagine that these problems have been escalated to you to solve. What solutions could you implement to solve the customer’s immediate problem and also demonstrate high quality customer service (including replacements, refunds and alternatives) . 9. How would you ensure similar problems could be avoided and service provisions improved in the future? What would this require and how should this be managed within the team in your service area? 10. Explain the procedures for dealing with conflict, outlining the steps and requirements for verbal and non verbal communication. What are your responsibilities as a supervisor/manager? 11. Provide 3 examples of promotional items or initiatives which could be used in your service area, e.g. loyalty programs, and explain how these would be used effectively. 12. Develop a customer feedback form which would allow collection of: a. Details of customers to establish a database b. Responses to questions enquiring about the product and services you provide in your service area c. Additional comments or feedback from customers d. Special preferences of a customer 13. Explain how you will evaluate this feedback form, how you would utilise the collected data and how this would be useful to develop an ongoing customer relationship. 14. List 3 examples for customer with special needs or disabilities you may encounter in your work area. What are special requirements are likely for the examples you have provided? 15. List 3 factors which must be considered when you need to compensate a customer to ensure both, the interest of the business and the customer are satisfied? SITXCC007