AE_Kn_1of2 Knowledge Assessment Criteria Unit code, name and release number SITXCCS008 - Develop and manage quality customer service practices (1) Qualification/Course code, name and release number...

short answer is fine and i want the answer in same file


AE_Kn_1of2 Knowledge Assessment Criteria Unit code, name and release number SITXCCS008 - Develop and manage quality customer service practices (1) Qualification/Course code, name and release number Teaching staff/student to select the correct qualification the student is enrolled in from the below dropdown list: SIT50416 | Diploma of Hospitality Management (1) Student details Student number Student name Assessment Declaration Note: If you are an online student, you will be required to complete this declaration on the TAFE NSW online learning platform when you upload your assessment. This assessment is my original work and has not been: · plagiarised or copied from any source without providing due acknowledgement. · written for me by any other person except where such collaboration has been authorised by the Teacher/Assessor concerned. Student signature and date Document titleVersion 1.0Page 1 of 3 Disclaimer: Printed copies of this document are regarded as uncontrolled. Please check to ensure this is the latest version. © 2011 Department of Education and Communities, TAFE NSW eLearning Hub | Version: 0.0 | Created: dd/mm/2011 Document title: SITXCCS008_AE_Kn_1of2Page 20 of 29 Resource ID: TES_18_007_SITXCCS008_AE_Kn_1of2 STUDENT NAME: Version:20210430 Date created:6 July 2018 Date modified:22/10/2021 For queries, please contact: TAFE NSW – Tourism and Experience Services SkillsPoint  Coffs Harbour Education Campus – Coffs Harbour © 2021 TAFE NSW, Sydney RTO Provider Number 90003 | CRICOS Provider Code: 00591E This assessment can be found in the: Learning Bank The contents in this document is copyright © TAFE NSW 2021 and should not be reproduced without the permission of TAFE NSW. Information contained in this document is correct at the time of printing: 22 October 2021. For current information please refer to our website or your Teacher/Assessor as appropriate. Assessment instructions Table 1 Assessment instructions Assessment details Instructions Assessment overview The aim of this assessment is to assess your knowledge and performance as would be required to develop, monitor and adjust customer service practices. It requires the ability to consult with colleagues and customers, develop policies and procedures for quality service provision, and manage the delivery of customer service. Assessment Event number 1 of 2 Instructions for this assessment This is a written assessment that assesses your knowledge of the unit. This assessment is in one (1) part: 1. Knowledge questions – consisting of thirteen (13) written short answer questions And is supported by: · Assessment feedback Submission instructions On completion of this assessment, you are required to submit it to your Teacher/Assessor for marking. Ensure you have included your name at the bottom of each document you submit. This is not required for an online quiz. Ensure you have included your name at the bottom of each document you submit. This is not required for an online quiz. It is important that you keep a copy of all electronic and hardcopy assessments submitted to TAFE and complete the assessment declaration when submitting the assessment. What do I need to do to achieve a satisfactory result? To achieve a satisfactory result for this assessment all questions must be answered correctly. If a resit is required to achieve a satisfactory result it will be conducted at an agreed time after a suitable revision period. Student must provide · TAFE NSW student account username and password. If you do not know your username and password, contact your campus or service centre on 131601. · Computer or other device with word processing software and internet access · Writing materials, if required What the Teacher/Assessor will provide Access to this assessment and learning resources, including the student workbook and any supporting documents or links. Computers for research, reference documents on Australian Consumer Law Due date Time allowed 2 hours (indicative only) Supervision This is an unsupervised, take-home assessment. Your Teacher/Assessor may ask for additional evidence to verify the authenticity of your submission and confirm that the assessment task was completed by you. You may access your referenced text, learning notes and other resources. Assessment feedback, review or appeals In accordance with the TAFE NSW policy Manage Assessment Appeals, all students have the right to appeal an assessment decision in relation to how the assessment was conducted and the outcome of the assessment. Appeals must be lodged within 14 working days of the formal notification of the result of the assessment. If you would like to request a review of your results or if you have any concerns about your results, contact your Teacher/Assessor or Head Teacher. If they are unavailable, contact the Student Administration Officer. Contact your Head Teacher for the assessment appeals procedures at your college/campus. Part 1: Short answer questions Read the questions carefully and provide answers in the spaces provided. 1. Developing quality customer service is important for organisations in the Tourism and Hospitality industry. Explain four (4) principles of quality customer service and how each principle can be implemented. 2. You have been tasked with the responsibility of providing feedback for the development of policies, procedures and standards that are needed to ensure quality customer service in your workplace. Identify three (3) key ways in which each of the following (a-l) assists in ensuring quality customer service. a. Acknowledging and greeting customers b. Manage complaints and disputes c. Different levels of authority to resolve complaints, disputes, service issues and customer compensation d. Loyalty programs e. Presentation standards for the customer environment f. Presentation standards for the customer service staff g. Pricing and service guarantees h. Product quality i. Refunds and cancellations j. Response times or speed of service k. Staff training for customer service l. Staff training for technical skills 3. Discuss two (2) attitudes and two (2) attributes that are expected in the hospitality industry when providing customer service. In your answer, include the reasons why these attitudes and attributes are expected. Table 2 Question 3 Attitude expected for customer service Reasons expected by your industry to work with customers 1. 2. Table 3 Question 3 Attributes expected for customer service Reasons expected by your industry to work with customers 1. 2. 4. Complete the table by explaining the responsibilities of each of the following job roles in providing quality service in the Hospitality industry: a) Management b) Supervisors c) Staff. Table 4 Question 4 Job Role Responsibility to provide quality service a) Management b) Supervisors c) Staff 5. Answer the following questions about service trends in the hospitality industry. a) Identify three (3) sources of information regarding service trends or changes to your industry. b) Provide the types of information you could source. c) Provide a brief evaluation on the possible impacts or influences could this information about service trends and changes may have on your business. Table 5 Question 5 a) Sources of information on trends and changes b) Types of information you could receive c) Brief evaluation on the possible impacts or influences could this information about service trends and changes. 6. For each of the six (6) environmental changes that can affect a Hospitality organisation, answer the following: a) Identify if they are internal or external environment changes, and provide an example. b) Discuss why it is important to plan for quality customer service in the each of environmental changes. c) Evaluate the impact on customer service if there is no planning. i. Changes in the competitive environment a) b) c) ii. Economic climate a) b) c) iii. Introduction of new technologies or equipment a) b) c) iv. Management changes and organisational restructure a) b) c) v. Recruitment practices a) b) c) vi. Trends in customer services practices/preferences a) b) c) 7. Customer research can be conducted formally or informally. For each method of research, provide: a) When and how this form of research can be conducted. b) Evaluate how each research method can help benefit and improve service quality. Table 6 Question 7 Research method (a) When and how research can be conducted (b) Evaluation i. Analysis of competitive environment and industry service trends ii. Customer service surveys iii. Customer focus groups iv. Qualitative research v. Quantitative research vi. Seeking feedback from service delivery colleagues vii. Questioning customers as service is provided 8. As a Customer Service Manager in the Hospitality industry, you are required to implement customer service policies and procedures in your workplace. Discuss each of the following customer service provisions by: a. Explaining what is involved in each method. b. Why it is required and the benefits to your business. Table 7 Question 8 Requirement for customer service provision: (a) Method involved (b) Why is it required and the benefits i. Developing customer service policies and procedures ii. Implementing customer service policies and procedures iii. Monitoring customer service policies and procedures iv. Involving staff in the development of customer service practices v. Evaluation of staff and customer feedback 9. Answer the questions (a-c) for each of the following methods that can be used to assess and evaluate the effectiveness of the customer service practices within your workplace. a. Explain the methods or process you may need to follow. b. Provide examples of the reports/documents that you may require and the information that you would be able to access from the reports/documents. c. Outline the benefit to the organisation of each method. i. Examining the overall business performance a) b) c) ii. Monitoring the ongoing effectiveness of staff to meet customer service standards a) b) c) iii. Monitoring the ongoing effectiveness of policies and procedures a) b) c) iv. Reviewing the number and type of complaints and disputes a) b) c) v. Reviewing the number and type of responses of customers a) b) c) vi. Reviewing customer satisfaction survey statistics a) b) c) 10. When obtaining and interpreting the customer service feedback for your workplace, you will consider a range of methods or approaches. For each of the following methods and approaches listed below: a) Provide suggestions as to how you would implement the method to obtain feedback on the quality for customer service. b) Explain the benefits for your suggested approaches. Table 8 Question 10 Method of feedback a) Suggestions to implement the method to obtain feedback b) Explain the benefits for your suggested approaches i. Discussions with employees during the course of each business day regarding customer service situations ii. Discussions with customers iii. Formal customer interviews iv. Regular staff meetings that involve customer service discussions v. Seeking staff suggestions for content of customer service policies and procedures vi. Surveys of internal and external customers 11. Improvements to customer service can be suggested by customers involved in disputes or complaints, suppliers and colleagues. Discuss how you would proceed