Unit Assessment Guide Unit name Enhance customer service experiences Assessment plan To demonstrate competence in this unit, you must successfully complete each of the following assessment events:...

Unit Assessment Guide
    Unit name
    Enhance customer service experiences
Assessment plan
To demonstrate competence in this unit, you must successfully complete each of the following assessment events:
    Event 1
    Role-play - Provide quality customer service
    Event 2
    Short answer questions - Theory questions
Assessment conditions
    Submission dates
    Please see your facilitator in order to determine suitable dates to submit each assessment event for marking.
    Submission instructions
    Your assessment events must be submitted online via the Studespace website as per the instructions on the course introduction page.
    Student is required to provide the following materials and equipment
    To complete this assessment, you will need to provide:
· A personal computer with internet access
· Video camera such as those found on a smart phone
· Event 1 is a role-played event. You are required to seek the assistance of a friend, family member or a colleague to play the part of the “customer”.
    TAFE is required to provide materials and equipment
    To complete this assessment, your facilitator will provide access to:
· Nil
    Additional resources
    · Nil
    Facilitator support and supervision
    There is no facilitator supervision required for these assessment events. If you are unclear about any aspect of the assessment please contact your facilitator for guidance.
    Student collaboration
    Student collaboration is not permitted.
    Assessment attempts
    If you do not successfully complete an assessment event you may be given the opportunity to have a second attempt. This must be negotiated with your facilitator.
    Assessment feedback, review or appeals
    Teachers will provide feedback within 2 weeks after all assessment activities have been conducted.
You may appeal an assessment decision within three weeks of receiving your results.
To request a review of your results contact your teacher or head teacher.
If they are unavailable, ask Student Administration to assist you.
More information about assessment is available in “Every Student’s Guide to Assessment in TAFE NSW” online https://www.tafensw.edu.au/courses/assessment/assets/pdf/assessment_guide.pdf
    Plagiarism and referencing
    (Facilitator information only)
If students engage in cheating such as copying, colluding with another person, using unauthorised notes, or allowing another person to copy your work, students will be liable for disciplinary action as per Student Discipline Policy TAFE NSW. Whatever the form of assessment, it is essential that the work students are assessed on is their own.
    
    
Assessment events
Assessment event 1: Role-play - Provide quality customer service
This event requires you to submit video or audio that demonstrates your ability to provide a quality service experience, respond to difficult service situations and demonstrate complaint-solving skills. 
The assessment event is based on the following four role-plays.
Your evidence must include the following four (4) videos or audios of the following:
1. Role-play 1: Dealing with an external customer
2. Role-play 2: Dealing with a complaint from an external customer with special needs
3. Role-play 3: Dealing with a complaint from an internal customer
4. Role-play 4: Dealing with a complaint from an internal customer with special needs
These items must address the criteria as listed in the table below.
Notes:
· You may use a simple video camera such as those found on most smart phones. Alternatively, you may use a recording device for audio including those found on most smart phones.
· Ensure you have 4 separate MP4 (videos) to upload to Studespace or 4 separate MP3 audio files. If you would like to use a different method of videoing or recording, please consult with your facilitator to ensure your method is acceptable.
Instructions:
· Read the following scenario.
· Prepare a script for each scenario
· Organise a family member and/or friend to role-play the four(4) different customers from each scenario
· Organise the location and any equipment to shoot the video
· Upload your video according to the instructions provided by your facilitator.
Background:
You work in the travel company Places2go. The company is hosting a major event to launch their new mobile app to their corporate customers.
Your role is to oversee staff and take care of customers at the event ensuring all their catering needs are being met and any questions or enquiries they have about the Places2go app and general services.
You are required to role-play the following four situations with a family members or friend playing the part of the customer. Share the ‘customer’ information in each scenario with your family member or friend.
As preparation familiarise yourself with the following policies available in your learning resource:
· ATAS Complaint Handling Brochure
· ATAS Code of Conduct
    You must meet the criteria below in order to successfully complete this assessment event.
    1.  Role-play 1: Dealing with an external customer
    Submit a video or audio based on dealing with an external customer.
Your video / audio must demonstrate that you can:
1. Use effective communication techniques to determine and anticipate customer needs and expectations.
2. Use effective communication techniques to identify problems and proactively offer options to resolving complaints, in line with Plan2go customer complaint policies.
3. Advise customer of alternative products and services, which meet their needs.
Scenario:
The launch of the new mobile app is going very well. A customer approaches you and complains that he downloaded the app but it is not working. He says that he has wasted at least one hour trying to book a holiday through the app but has not been successful. You suspect that the customer is not tech savvy and upon checking his phone, you notice that he has downloaded the wrong app. How can you assist this customer?
Your task:
You will need to demonstrate how you will effectively and sensitively communicate with the customer and determine options for resolving the complaint through high quality personalised customer service.
You will need to respond in accordance to organisational customer service standards, within designated organisational response times.
The customer:
· Is frustrated at not being able to use the app.
· Complains that it is difficult to use the app as nothing makes sense. There is no logical order and the links do not lead to the correct places.
· States that they have wasted an hour trying to book a holiday. He says that he knows how to use his phone and regularly uses a computer but this app is faulty.
During the conversation you are to demonstrate:
· Professional and personal presentation in line with the organisation's Code of Conduct (refer to the ATAS example in the learning resource).
· Effective verbal and non-verbal communication appropriate for the customer to build rapport.
· Active listening and questioning skills to identify the customer’s needs.
· Professional responding to the customer, ensuring the issue does not escalate and the customer does not feel “stupid” or “inadequate for their lack of technical knowledge.
· Complaint handling skills in line with Places2go customer care service.
· Swift response to customer complaints through personalised service eg offer practical assistance and/or recommend suitable alternatives.
A man around 45 years of age came towards the customer service reception desk, with a serious expression on his face, hinting at some issues faced recently. As he approached near me, I smiled. I work as a customer service employee at in a travel and tourism company named, Places2go. I task is to tackle any customer complaint issues over phone or through face-to-face conversation.
Me: “Hello Sir, have a seat. What can I do for you?”
Customer: “I just wanted to ask what is wrong with your company. Why have you people released a faulty application? What is this?”
The customer took his seat and glared at me, showing his smartphone screen in front of my face. He was furious and had no time for the formal conversations. A person, as mentioned by Chan, Skoumpopoulou and Yu (2018), an infuriated person does not try to listen to suggestions or arguments, therefore, the first thing to do is to calm the person down and find out the reason of discomfort, namely, the actual cause of the frustration.
Me: “I am sorry hear that Sir. Please calm down. I am there to help you.”
Customer: “I do not want to hear all this. I want answers. Is this is how you treat your customers? What kind of an application is this?”
Me: “Could you kindly elaborate what happened? So that I can understand the degree of inconvenience you have been through?”
Customer: “I wanted to take my family to Tasmania this coming week, as I have already applied for leave at my office. My wife told me that I do not book tickets soon, there will not be many options left, as you already know this is the holiday season. Therefore, I tried to do the bookings online using your utter useless mobile application. Using your application was a big mistake.”
Me: “Did the application crush, every time you tried to book hotels?”
Customer: “No it did not. The application had advertisements popping every now and then, making it very hard for to me keep track of what I was doing. In addition, the application always seems to take to some random websites and the bookings never got placed.”
Me: “With your permission, can I have a look at the application please?”
During the conversation, I did not speak much and allowed the customers to express his anger. As opined by Graham (2018), giving people the scope to vent their anger, disagreement and frustration and listening to them carefully makes them calm, as they feel prioritised. In case of the man, the venting of anger seemed to calm him a little and when I asked him to give me the phone, he did it without any protest. I found that the person was using a third party application, which the company did not authorise. I looked at the man and gave him a knowing look.
Me: “Sir, the application itself is the cause of the problem.”
Customer: “I told you. The application must be updated with bug fixes.”
Me: “Yes Sir, you are right. However, there is something, I need you to see. Could you please come forward so that I can show you what the problem is?”
As I talked to the customers, he seemed relieved as I agreed that the application he was using was faulty. I asked him to come closer to the table and he leaned in bringing a serious expression once again. I opened the Google Play Store and downloaded the official application on his phone.
Me: “Sir, please see here. The application you have been using is the official application of our company. It is a third party unregistered application and the one I am opening now is the registered application of the company.”
Customer: “What are you saying? Both the applications are same. Even the application icons are the same. I have used the company website before on my computer and have never faced any issues and now you are saying that this was not the right application? How can that happen?”
Me: “I can understand Sir. However, if you could kindly see here, you will be able to see that although both the icons look the same, the spelling of both the application is different.”
Customer: “Really, can you show me please?”
Me: “Certainly Sir, you are my first priority. See the official application shows Places2go, whereas the third party application spells Places-to-Go. See there is a significant difference between the two.”
As I politely finished my explanation, the customer calmed down, it became evident that he felt uncomfortable for what he did initially. His face fell. As mentioned by Garcia (2018), a significant number of people hesitate to visit customer care after the negative experience they gather after their first visits, as it is often the lack of technical knowledge that lead to issues, which make them appear backdated.
Customer: “Oh, I am so sorry. I thought the application was faulty. Actually I had other works to do and I really wanted to use the service of your company so I tried multiple times leading to my anger, although irrational. I hope you did not mind.”
Me: “Please Sir, you do not have to be sorry. If you see from the perspective of regular users, you were never wrong. The application icon was the main culprit. Any person in your shoes would be confused. I did not mind a single bit of the conversation we had. I appreciate your straightforwardness. ”
Customer: “But still I behaved quiet rudely. I should have checked the application.”
Me: “No worries Sir, I can relate to your urgency. Can do me a favour Sir? ”
Customer: “Sure”
Me: “I believe the bookings are not done yet, right? Therefore, if you allow let me, I will call someone who would make the bookings for you. He will call you on your phone within 15 minutes and would ask you a couple of questions and your will be sorted with your bookings.”
Customer: “Can you do that? Oh, thank you so much. It has been a great experience. I will take my leave now. Can I have my phone back please?”
Me: “Certainly Sir, have a great day ahead”
I gave the smartphone back to the man. The man shook hands with me and went off, satisfied and sated. I forwarded his contact number to the booking department and requested fast response.
    2.  Role-play 2: Dealing with a complaint from an external customer with special needs
    Submit a video or audio based on dealing with a complaint from an external customer with special needs.
Your video / audio must demonstrate that you can:
· Establish the needs of the customer while communicating in line with appropriate cultural conventions, showing respect and sensitivity.
· Promote repeat business and offer appropriate promotional services to enhance the customer experience and avoid escalation of the complaint.
· Seek formal and informal feedback:
· on the quality of your service
· to ensure the complaint has been addressed satisfactorily for the customer.
Scenario:
During the launch of the new mobile app, an irritated customer approaches you. The customer has limited English-speaking skills and has a strong foreign accent. He is obviously from a different culture than yours. He complains that there are no translators available and the brochures do not provide visual instructions. He has questions about the app but can’t find any staff that can help him.
Your task:
You will need to demonstrate how you will effectively communicate with the customer, establish the customer’s special needs, offer a solution and handle the complaint in line with organisational requirements and within designated response times.
You will also need to seek formal and informal feedback from the customer on the quality of your service.
The customer:
· Is not from an Australian background, speaks limited English and has a strong foreign accent. For the purpose of this role-play, we will presume that the customer in your role-play has a strong accent.
· The customer may use culture gestures (eg greeting, body language typical to their culture etc).
· The customer complains that there are no translators, no explanatory pictures in the brochures. Nothing is in his language and he has not been able to find anybody that can help him explain how the app works.
During the conversation you are to demonstrate:
· Professional and personal presentation in line with the organisation's Code of Conduct (refer to the ATAS example in the learning resource).
· Respect and sensitivity while communicating in line with appropriate cultural differences.
· Active listening and questioning skills to identify the customer’s needs.
· Complaint handling skills through high quality customer service.
· Enhancing the customer’s experience by offering appropriate promotional services.
· Promotion of repeat business skills by way of recommendation of suitable alternatives.
· Gathering formal and informal feedback from the customer to ascertain the quality of your customer service and to ensure that the customer’s complaint has been addressed to the satisfaction of the customer.
A customer, probably of Chinese origin, a female of nearly 35 years was walking hurriedly towards the customer service counter. I, an employee of customer service department, working for Places2go, was sitting at the counter. Noticing her origin, I bowed a little to show respect and greeting her in her cultural style, which she courtly replied with a bow from her side. She took her seat. As stated by Cao, Ajjan and Hong (2018), keeping a note of the cultural preference of a customer makes the customer feel prioritized and respected, increasing the scope of interaction with one another.
Customer: “I poor English do not speak, not understand”
The customer said in an irritated tone implying her lack of knowledge about English. She took the brochure out that was distributed on the launch event and pointed her finger towards it. As mentioned by Ascarza et al. (2018), as people lack the ability of verbal communication, they opt for gestures for making basic signs for the person they intent to communicate. Considering her pointing, I replied with my gestures and used Basic English words that one can understand.
Me: “Ma’am I am here to HELP you.”
I said the word ‘help’ slowly and gestured towards her with both my hands, giving her a reassuring smile. In reply, she nodded.
Customer: “No Chinese writing. No, translate man. No understand.”
The customer was visibly upset as she could not find any translator and there were no Chinese scripts available for her. I nodded to agree with her.
Me: “We will get someone to speak Chinese, but for the time how can I HELP YOU? Do you want to book hotels?”
I read out the words ‘book’ and ‘hotel’ slowly to make her understand the meaning. She waited for a moment and then, shook her head, her gesture answering in negation.
Customer: “No use application. Manual understands not.”
I nodded, as I understood that she wanted to know the use of the application. I took a white sheet out and a black market pen.
Me: “NO PROBLEM, please see the picture.”
I drew a basic sketch of the home screen of the mobile application our company just launched. I pointed the tip of the pen towards the drawn screen and said
Me: “This is the Screen. Can you UNDERSTAND?”
Customer: “Yes, I know”
She nodded her head slightly, still...