Enhance customer service | My Assignment Tutor

Assessment 2Unit Code: – SITXCCS007Unit Name: – Enhance customer serviceexperiencesAssessment for this Unit ofCompetency/ClusterDetailsAssessment 1 Written TestAssessment 2 QuestioningAssessment 3Assessment conducted in this instance:Assessment 1 2 X 3 Assessment Guidelines What will be assessedThe purpose of this assessment is to assess your ability to complete tasks outlined in elements andperformance criteria of this unit, and:1. Provide a quality service experience.1.1. Determine and confirm customer preferences, needs and expectations.1.2. Advise customers about appropriate products and services to meet their needs.1.3. Anticipate customer preferences, needs and expectations throughout the service experience.1.4. Promptly provide products and services with professional and personalised service to meet individualpreferences.1.5. Offer extras and add-ons and provide tailored and additional products and services.1.6. Check actioning of special requests before customer delivery.1.7. Liaise with team members and suppliers to ensure efficient service delivery.1.8. Share customer information with team members to ensure quality service.2. Proactively respond to difficult service situations.2.1. Identify problems with products and services and take immediate action to address before provision tocustomer.2.2. Anticipate delays in product and service provision and regularly update customer on expected outcomes.2.3. Advise customers of alternative products and services.2.4. Proactively compensate for service difficulty in line with own level of responsibility and organisational policy.2.5 .Provide ongoing internal feedback on service issues and suggest improvements.3. Resolve customer complaints.3.1. Use questioning techniques to establish and agree on nature, possible cause, and details of the complaint.3.2. Assess impact on customer.3.3. Take responsibility for resolving complaints in a professional manner and using communication techniques toassist in their management.3.4. Determine options to resolve complaints and promptly analyse and decide on optimal solutions,taking organisational constraints into account.3.5. Act swiftly to resolve complaints and prevent escalation, in consultation with customer and to customersatisfaction.3.6. Turn complaints into opportunities to demonstrate high quality customer service.3.7. Provide internal feedback on customer complaints and feedback and required follow-up in order to avoidfuture occurrence.3.8. Review and evaluate complaints and solutions to enhance response to future issues.4. Develop customer relationships.4.1. Promote repeat business by offering promotional services according to individual empowerment andorganisational policy.4.2. Maintain customer profiles to enhance service delivery.4.3. Provide personalised service to customers in a professional manner that builds repeat business.4.4. Provide tailored products and services based on customer profile.And associated Performance, knowledge evidence and assessment conditions requirements are referred whiledeveloping this assessment tool through the web-link mentioned in the bracket (refer:Place/Location where assessment will be conductedDC Class Room (Physical as well as virtual classroom)Resource RequirementsRefer to the Assessment conditions attached to the Futura Group Mapping Document located in theteacher support tools folder or the “Assessment Conditions” for this unit in the current SIT TrainingPackage.For this assessment a full set of organisational policies and procedures relevant for the customerservice charter must be provided to the student. Instructions for assessment including WHS requirements You are advised to read out all the sections of this assessment and attempt all the questions whichare addressing the competency elements. The questions are divided into sections according to the elements within the unit of competence.There are four sections in this unit. You are required to provide a response to all questions in each section. You may source information to answer the questions from the learner guide, web resources for thisunit. You must provide complete details your ID number, your name, unit title, unit code and theassessment task number and attach this page with the current assessment task before submissionor alternatively use the back of each paper with a clear reference to the relevant question(s). Ensure you check your work and keep a copy before submitting. You are encouraged to clarify any tasks, requirements or questions you may have with your trainer. On completion, you are required to submit all the completed sections through this tool to yourassessor. Assessment 2: QuestioningYour tasks:SECTION 1: provide a quality service experience to customers1. List five principles of enhanced customer service experience. What common characteristicsrepresent quality service to customers?i. _________________________________________________________________________ii. _________________________________________________________________________iii. _________________________________________________________________________iv. _________________________________________________________________________v. _________________________________________________________________________2. Identify six different customer service needs and expectations that you could determine andanticipate throughout service delivery.i. _________________________________________________________________________ii. _________________________________________________________________________iii. _________________________________________________________________________iv. _________________________________________________________________________v. _________________________________________________________________________vi. _________________________________________________________________________3. You work waiting tables in a crowded, busy restaurant. The maître di has just informed you that aregular customer with a sight impairment is on table 4. Explain five ways you would look after thiscustomer.i. _________________________________________________________________________ii. _________________________________________________________________________iii. _________________________________________________________________________iv. _________________________________________________________________________v. _________________________________________________________________________4. You work at reception in a large hotel. A customer is checking in. According to their customerprofile, they’re hearing impaired. Describe four ways you would communicate with this customer.i. _________________________________________________________________________ii. _________________________________________________________________________iii. _________________________________________________________________________iv. _________________________________________________________________________5. You work as a tour guide. Your booking sheet says that your next group are from Cambodia andspeak very little English. State eight ways you can overcome language barriers when dealing withthem.i. _________________________________________________________________________ii. _________________________________________________________________________iii. _________________________________________________________________________iv. _________________________________________________________________________v. _________________________________________________________________________vi. _________________________________________________________________________vii. _________________________________________________________________________viii. _________________________________________________________________________6. Your hotel is hosting a large international conference. You work in the hotel buffet. List eight waysto meet customers’ special dietary needs.i. _________________________________________________________________________ii. _________________________________________________________________________iii. _________________________________________________________________________iv. _________________________________________________________________________v. _________________________________________________________________________vi. _________________________________________________________________________vii. _________________________________________________________________________viii. _________________________________________________________________________7. How would you respond to the following non-verbal signs from customers? (25-30 words) Slouching Backing away from you Making eye contact with you from a distance8. Are the following questions open, closed or reflective? (25-30 words) Do you have a loyalty card? What type of holiday are you looking for? You mentioned you’re concerned about how you would get around the resort. Do you have anyspecific requirements regarding transport?9. Explain five ways to use active listening to develop rapport and facilitate effective two-waycommunication.i. _________________________________________________________________________ii. _________________________________________________________________________iii. _________________________________________________________________________iv. _________________________________________________________________________v. _________________________________________________________________________10. List six types of external customers.i. _________________________________________________________________________ii. _________________________________________________________________________iii. _________________________________________________________________________iv. _________________________________________________________________________v. _________________________________________________________________________vi. _________________________________________________________________________11. List four types of internal customers.i. _________________________________________________________________________ii. _________________________________________________________________________iii. _________________________________________________________________________iv. _________________________________________________________________________12. Describe the difference between a product and a service. (40-50 words)13. List five ways to develop your knowledge so you can advise customers about products and serviceswhich meet their needs.i. _________________________________________________________________________ii. _________________________________________________________________________iii. _________________________________________________________________________iv. _________________________________________________________________________v. _________________________________________________________________________14. You should promptly provide products and service which meet individual preferences. This mayrequire you to prioritise. Identify people you might need to give priority to. (20-25 words)15. You should use your initiative to provide tailored and additional services and products throughupselling and offering add-ons. Explain the difference between the two. (25-30 words) Add-ons Upselling16. List six extras and add-ons you could offer customers.i. _________________________________________________________________________ii. _________________________________________________________________________iii. _________________________________________________________________________iv. _________________________________________________________________________v. _________________________________________________________________________vi. _________________________________________________________________________17. When should you check the actioning of customer special requests? (40-50 words)18. Identify four preferences or requests you could remember in order to give personalised service anda quality service experience to your customers.i. _________________________________________________________________________ii. _________________________________________________________________________iii. _________________________________________________________________________iv. _________________________________________________________________________19. Explain how providing professional service and enhancing customer service generally is beneficialto you personally and to your organisation. (40-50 words)20. State the four types of industry standards you should adhere to.i. _________________________________________________________________________ii. _________________________________________________________________________iii. _________________________________________________________________________iv. _________________________________________________________________________21. Identify six attitudes and attributes the service industry expects of you.i. _________________________________________________________________________ii. _________________________________________________________________________iii. _________________________________________________________________________iv. _________________________________________________________________________v. _________________________________________________________________________vi. _________________________________________________________________________22. List reasons to liaise and share customer information with your team and manager. (40-50 words)23. Describe the kind of customer information you should share with team members to ensureefficient, high quality service delivery. (50-75 words)24. Besides team members and managers, identify others you may need to communicate and liaisewith. (25-30 words)SECTION 2: proactively respond to difficult service situations.1. Identify six problems common in the tourism, travel, hospitality and events sector.i. _________________________________________________________________________ii. _________________________________________________________________________iii. _________________________________________________________________________iv. _________________________________________________________________________v. _________________________________________________________________________vi. _________________________________________________________________________2. What would you do if a supplier rang to tell you a champagne delivery was going to be late and youneed the champagne for a wedding function? (50-75 words)3. Describe the skills you would use when discussing a service problem with a supplier or teammember. (50-75 words)4. Briefly explain how you can anticipate delays in product provision. (50-75 words)5. State the steps you would take to address a service delay a customer is experiencing. (50-75 words)6. Explain what you would do if you couldn’t provide a product or service the customer wants. (50-75words)7. List four ways you could proactively compensate customers for any service difficulties experienced.i. _________________________________________________________________________ii. _________________________________________________________________________iii. _________________________________________________________________________iv. _________________________________________________________________________8. You work for a tour company. The tour price for a couple is $300. It costs $75 per person to run thetour. (50-75 words) How much profit do you make on a couple who book a tour? A couple wants a refund of the entire cost of the tour because it rained. Which of the followingcompensations will still allow you to make a profit?A complete refund75% refund50% refund25% refundSITXCCS007 Enhance customer service experiencesDuke College (DC) Assessment 2, May 2020CRICOS ID: 02564C Version 2.1RTO ID: 90681 Page 10 of129. What are three things you should consider when providing compensation to the customer?i. _________________________________________________________________________ii. _________________________________________________________________________iii. _________________________________________________________________________10. Give four reasons you should provide ongoing internal feedback.i. _________________________________________________________________________ii. _________________________________________________________________________iii. _________________________________________________________________________iv. _________________________________________________________________________11. Identify four kinds of feedback you should communicate.i. _________________________________________________________________________ii. _________________________________________________________________________iii. _________________________________________________________________________iv. _________________________________________________________________________12. You should provide internal feedback to avoid future occurrence of problems and customerdisappointment. Describe how to do this using the ‘feedback sandwich’ technique. (50-75 words)SITXCCS007 Enhance customer service experiencesDuke College (DC) Assessment 2, May 2020CRICOS ID: 02564C Version 2.1RTO ID: 90681 Page 11 of12SECTION 3: Resolve Customer complaints1. What’s the value of staff and customer feedback? Identify five ways staff and customer feedbackcan help enhance customer service delivery. (25-30 words)2. A customer is complaining loudly about your poor service. Explain how you would handle thissituation. (40-50 words)3. Give a new colleague three tips on how to use appropriate language when communicating. (40-50words)4. Describe the tone, pitch and volume you should use when speaking to customers. (25-30 words) Tone Pitch Volume5. From the list provided identify which non-verbal communication is appropriate to use in customerservice to develop rapport and promote good relationships with customers, using (✓) to tick yourreply. SlouchingSmilingSighingEstablishing eye contactGiving customers the body space they needPointing with your index fingerGuiding people with an open handCrossing your armsPatting an Indian child on the head 6. Explain why it’s important to apply good questioning techniques when communicating withcustomers who are complaining? (40-50 words)7. List five conflict resolution techniques you can use to establish the facts, prevent escalation, andwork towards an agreeable solution.8. Describe the guidelines you should follow when taking responsibility for finding solutions tocomplaints. (25-30 words)9. State the eight step procedure usually used in the complaint-handling process.10. Identify four organisational constraints you should take into account when deciding how to resolvecustomer complaints.11. List three questions you can ask yourself to assess the impact a solution will have on a customer.12. State four reasons to provide internal feedback on complaints.13. Identify four areas of the workplace where there is commonly room for improvement.14. Describe six communication skills to use when suggesting improvements.SITXCCS007 Enhance customer service experiencesDuke College (DC) Assessment 2, May 2020CRICOS ID: 02564C Version 2.1RTO ID: 90681 Page 12 of12SECTION 4: Develop customer relationships1. List three promotional services you could offer to promote repeat business.2. Identify four types of customer loyalty programs you could use to promote repeat business.3. List ten ways to establish rapport with customers.4. Describe the data contained and maintained in customer profiles, which you can use to providepersonalised, tailored products and services to repeat customers. (50-75 words)5. Explain the similarities and differences between manual, computer and linked computer systemsused to track customer profiles and data. (50-75 words)6. Describe three ways you can develop the technical skills necessary to use computers and data basesthat manage customer profiles and promotional activities. (40-50 words)Read the excerpt of this policy and use it to answer true or false questions 7 to 10. Policy: taking deliveries and recording details of incoming stockCheck deliveries in front of the driver as soon as they arrive. Identify and report any discrepancies ordamage.Checking for discrepancies Check that the delivery is ours before the driver unloads it. Verify the date. Check our copy of the order against the supplier’s delivery documentation. Make sure they’ve delivered what we have asked for. Check the stock itself against the supplier’s delivery note or invoice. Check weights, sizes, quantities, use-by dates, brands and varieties of all stock. Check that nothing is missing or incorrect.Recording discrepanciesYou must record any stock-related discrepancies you identify by writing problems on the delivery noteor invoice, in front of the driver. Tick the items you accept (those that are in correct quantity and of good quality) on the deliverydocumentation. Cross any missing items off the delivery documentation. Cross any items you reject off the delivery documentation. This includes damaged, spoiled orotherwise deficient, unacceptable stock. Cross stock off even if it will be redelivered later. New documentation should accompany the nextdelivery. Immediately note stock-related discrepancies (details of missing, deficient or excess items) on theappropriate place on the delivery documentation. Are the statements true or false?7. You should check deliveries as soon as the driver leaves.8. Write any problems on the delivery note or invoice itself.9. If you accept an item, mark a cross against it on the delivery documentation.10. Only cross off stock that won’t be redelivered.