Table of Contents
Table of Contents 1
Instructions to Learner 3
Assessment instructions 3
Assessment requirements 6
Candidate Details 7
Assessment – SITXCCS007: Enhance customer service experiences 7
Observation/Demonstration 8
Activities 9
Activity 1A 9
Activity 1B 10
Activity 1C 11
Activity 1D 12
Activity 1E 13
Activity 1F 14
Activity 1G 15
Activity 1H 16
Activity 2A 17
Activity 2B 18
Activity 2C 19
Activity 2D 20
Activity 2E 21
Activity 3A 22
Activity 3B 23
Activity 3C 24
Activity 3D 25
Activity 3E 26
Activity 3F 27
Activity 3G 28
Activity 3H 29
Activity 4A 30
Activity 4B 31
Activity 4C 32
Activity 4D 33
Summative Assessments 34
Section A: Skills Activity 35
Section B: Knowledge Activity (Q & A) 37
Workplace Documentation – for learner 42
Workplace documents checklist 42
Supplementary Oral Questions (optional) – for assessor 43
Competency record to be completed by assessor 46
Instructions to Learner
Assessment instructions
Overview
Prior to commencing the assessments, your trainer/assessor will explain each assessment task and the terms and conditions relating to the submission of your assessment task. Please consult with your trainer/assessor if you are unsure of any questions. It is important that you understand and adhere to the terms and conditions, and address fully each assessment task. If any assessment task is not fully addressed, then your assessment task will be returned to you for resubmission. Your trainer/assessor will remain available to support you throughout the assessment process.
Written work
Assessment tasks are used to measure your understanding and underpinning skills and knowledge of the overall unit of competency. When undertaking any written assessment tasks, please ensure that you address the following criteria:
? Address each question including any sub-points
? Demonstrate that you have researched the topic thoroughly
? Cover the topic in a logical, structured manner
? Your assessment tasks are well presented, well referenced and word processed
? Your assessment tasks include your full legal name on each and every page.
Active participation
It is a condition of enrolment that you actively participate in your studies. Active participation is completing all the assessment tasks on time.
Plagiarism
Plagiarism is taking and using someone else’s thoughts, writings or inventions and representing them as your own. Plagiarism is a serious act and may result in a learner’s exclusion from a course. When you have any doubts about including the work of other authors in your assessment, please consult your trainer/assessor. The following list outlines some of the activities for which a learner can be accused of plagiarism:
? Presenting any work by another individual as one’s own unintentionally
? Handing in assessments markedly similar to or copied from another learner
? Presenting the work of another individual or group as their own work
? Handing in assessments without the adequate acknowledgement of sources used, including assessments taken totally or in part from the internet.
If it is identified that you have plagiarised within your assessment, then a meeting will be organised to discuss this with you, and further action may be taken accordingly.
Collusion
Collusion is the presentation by a learner of an assignment as their own that is, in fact, the result in whole or in part of unauthorised collaboration with another person or persons. Collusion involves the cooperation of two or more learners in plagiarism or other forms of academic misconduct and, as such, both parties are subject to disciplinary action. Collusion or copying from other learners is not permitted and will result in a “0” grade and NYC.
Assessments must be typed using document software such as (or similar to) MS Office. Handwritten assessments will not be accepted (unless, prior written confirmation is provided by the trainer/assessor to confirm).
Competency outcome
There are two outcomes of assessments: S = Satisfactory and NS = Not Satisfactory (requires more training and experience).
Once the learner has satisfactorily completed all the tasks for this module the learner will be awarded “Competent” (C) or “Not yet Competent” (NYC) for the relevant unit of competency.
If you are deemed “Not Yet Competent” you will be provided with feedback from your assessor and will be given another chance to resubmit your assessment task(s). If you are still deemed as “Not Yet Competent” you will be required to re-enrol in the unit of competency.
Additional evidence
If we, at our sole discretion, determine that we require additional or alternative information/evidence in order to determine competency, you must provide us with such information/evidence, subject to privacy and confidentiality issues. We retain this right at any time, including after submission of your assessments.
Confidentiality
We will treat anything, including information about your job, workplace, employer, with strict confidence, in accordance with the law. However, you are responsible for ensuring that you do not provide us with anything regarding any third party including your employer, colleagues and others, that they do not consent to the disclosure of. While we may ask you to provide information or details about aspects of your employer and workplace, you are responsible for obtaining necessary consents and ensuring that privacy rights and confidentiality obligations are not breached by you in supplying us with such information.
Assessment appeals process
If you feel that you have been unfairly treated during your assessment, and you are not happy with your assessment and/or the outcome as a result of that treatment, you have the right to lodge an appeal. You must first discuss the issue with your trainer/assessor. If you would like to proceed further with the request after discussions with your trainer/assessor, you need to lodge your appeal to the course coordinator, in writing, outlining the reason(s) for the appeal.
Recognised prior learning
Candidates will be able to have their previous experience or expertise recognised on request.
Special needs
Candidates with special needs should notify their trainer/assessor to request any required adjustments as soon as possible. This will enable the trainer/assessor to address the identified needs immediately.
Assessment requirements
Assessment can either be:
? Direct observation
? Product-based methods e.g. reports, role plays, work samples
? Portfolios – annotated and validated
? Questioning.
The assessment activities in this workbook assess aspects of all the elements, performance criteria, skills and knowledge and performance requirements of the unit of competency.
To demonstrate competence in this unit you must undertake all activities (formative and summative) in this workbook and have them deemed satisfactory by the assessor. If you do not answer some questions or perform certain tasks, and therefore you are deemed to be Not Yet Competent, your trainer/assessor may ask you supplementary questions to determine your competence. Once you have demonstrated the required level of performance, you will be deemed competent in this unit.
Should you still be deemed Not Yet Competent, you will have the opportunity to resubmit your assessments or appeal the result.
As part of the assessment process, all learners must abide by any relevant assessment policies as provided during induction.
If you feel you are not yet ready to be assessed or that this assessment is unfair, please contact your assessor to discuss your options. You have the right to formally appeal any outcome and, if you wish to do so, discuss this with your trainer/assessor.
Candidate Details
Assessment – SITXCCS007: Enhance customer service experiences
Please complete the following activities and hand in to your trainer/assessor for marking. This forms part of your assessment for SITXCCS007: Enhance customer service experiences.
Name: _____________________________________________________________
Address: _____________________________________________________________
_____________________________________________________________
Email: _____________________________________________________________
Employer: _____________________________________________________________
Declaration
I declare that no part of this assessment has been copied from another person’s work with the exception of where I have listed or referenced documents or work and that no part of this assessment has been written for me by another person. I also understand the assessment instructions and requirements and consent to being assessed.
Signed: ____________________________________________________________
Date: ____________________________________________________________
If activities have been completed as part of a small group or in pairs, details of the learners involved should be provided below:
This activity workbook has been completed by the following persons and we acknowledge that it was a fair team effort where everyone contributed equally to the work completed. We declare that no part of this assessment has been copied from another person’s work with the exception of where we have listed or referenced documents or work and that no part of this assessment has been written for us by another person.
Learner 1: ____________________________________________________________
Signed: ____________________________________________________________
Learner 2: ____________________________________________________________
Signed: ____________________________________________________________
Learner 3: ____________________________________________________________
Signed: ____________________________________________________________
Observation/Demonstration
Throughout this unit, you will be expected to show your competency of the elements through observations or demonstrations. Your trainer/assessor will have a list of demonstrations you must complete or tasks to be observed. The observations and demonstrations will be completed as well as the activities found in this workbook.
Observation and evidence checklists have been included for all performance criteria in the Observations and Marking Guide, but the assessor only needs to record evidence in this document if they deem it necessary to judge competency for that particular activity.
An explanation of observations and demonstrations:
Observation is on-the-job
The observation will usually require:
? Performing a work-based skill or task
? Interaction with colleagues and/or customers.
Demonstration is off-the-job
A demonstration will require:
? Performing a skill or task that is asked of you
? Undertaking a simulation exercise.
Your trainer/assessor will inform you of which one of the above they would like you to do. The observation/demonstration will cover one of the unit’s elements.
The observation/demonstration will take place either in the workplace or the training environment, depending on the task to be undertaken and whether it is an observation or demonstration. Your trainer/assessor will ensure you are provided with the correct equipment and/or materials to complete the task. They will also inform you of how long you have to complete the task.
You should be able to demonstrate the skills, knowledge and performance criteria required for competency in this unit, as seen in the Learner Guide.
Activities
Complete the following activities individually or in a group (as applicable to the specific activity and the assessment environment).
Where applicable, a signed observation by either an approved third party or the assessor will need to be included in these activities as proof of completion.
Activity 1A
Estimated Time 15 Minutes
Objective To provide you with an opportunity to identify how to determine and confirm customer preferences, needs and expectations.
This will be a role-play activity and will need to be observed. The assessor has a checklist of criteria they will base your assessment on.
With another member of your class, role-play an interaction with a customer in which you determine and confirm the customer’s preferences, needs and expectations in relation to your products and/or services.
Activity 1B
Estimated Time 30 Minutes
Objective To provide you with an opportunity to identify how to advise customers about appropriate products and services to meet their needs.
This activity will not require observation.
Imagine that you need to advise a customer on a product and a service offered by your organisation or business industry. Choosing an appropriate example for each one, write a short description of the product and the service that explains what these are and how they can be of benefit to the intended audience.
(Your answer should be no longer that one A4 side of paper).
Activity 1C
Estimated Time 30 Minutes
Objective To provide you with an opportunity to identify how to anticipate customer preferences, needs and expectations throughout the service experience.
This activity will not require observation.
Describe an interaction you have had with a customer where you have anticipated their preferences, needs and expectations. How did you do this?
If you have no work experience to draw on, provide an example of another type of interaction that has required you to anticipate the preferences, needs and expectations of another person. This should be an example that is relevant to a professional situation (for example, an educational setting).
(Your answer should be no longer that one A4 side of paper).
Activity 1D
Estimated Time 20 Minutes
Objective To provide you with an opportunity to identify how to promptly provide products and services with professional and personalised service to meet individual preferences.
This activity will not require observation.
1. What skills can you use to ensure that your service is professional? (Provide five relevant skills).
2. How can you ensure that your own service is personal? (Answers to be approximately 50 words).
Activity 1E
Estimated Time 35 Minutes
Objective To provide you with an opportunity to identify how to offer extras and add-ons and provide tailored and additional products and services.
This activity will not require observation.
Working with a peer, discuss which optional add-ons, extras or tailored services may be available in your own business industry/occupation (or one that you would both like to be working in).
Write down the ones that you identify.
Working alone, choose three from your list, assess when you would offer these to customers. Write this information down.
(You should allow approximately 10-15 minutes to complete your written work).
Activity 1F
Estimated Time 90 Minutes
Objective To provide you with an opportunity to identify how to check actioning of special requests before customer delivery.
Equipment needed Internet access and related technologies to research business industry information.
This activity will not require observation.
In relation to your role and organisation, or your business industry, identify and/or research how you would action and check special requests for customers. When and how would you do this?
(Write approximately one to two A4 sides for your answer).
Activity 1G
Estimated Time 40 Minutes
Objective To provide you with an opportunity to identify how to liaise with team members and suppliers to ensure efficient service delivery.
This activity will not require observation.
1. In your chosen profession, how are you expected to liaise with team members during service delivery? (Your answer may be a written summary or a graphic that interprets this liaison).
2. Using this knowledge, identify three things that will make this liaison efficient.
3. Identify four requirements that are necessary when liaising with suppliers.
Activity 1H
Estimated Time 30 Minutes
Objective To provide you with an opportunity to identify how to share customer information with team members to ensure quality service.
This activity will not require observation.
1. When sharing customer information, in relation to your job role, what information will be relevant to share with team members, and why?
2. How would you do this?
Activity 2A
Estimated Time 20 Minutes
Objective To provide you with an opportunity to know how to identify problems with products and services and take immediate action to address before provision to customer.
This activity will not require observation.
The assessor will provide you with information on a situation relevant to your business environment.
Read this information and identify if there are any problems with delivering products or services; if so, write down what these are and how these can be addressed to ensure effective customer service.
Activity 2B
Estimated Time 20 Minutes
Objective To provide you with an opportunity to identify how to anticipate delays in product and service provision and regularly update customer on expected outcomes.
This activity will not require observation.
A customer has made an order and you are told it could be difficult to fulfil this.
With reference to your own or intended business industry, apply a specific example to this scenario, and say how you would check that the order is completed, and how you would keep the customer informed of its progress and delivery.
Activity 2C
Estimated Time 15 Minutes
Objective To provide you with an opportunity to identify how to advise customers of alternative products and services.
This will be a role-play activity and will need to be observed. The assessor has a checklist of criteria they will base your assessment on.
With a class peer, role-play a scenario in which a customer requires an alternative product or service to one already considered or purchased. Advise them on their options.
Activity 2D
Estimated Time 20 Minutes
Objective To provide you with an opportunity to identify how to proactively compensate for service difficulty in line with own level of responsibility and organisational policy.
This activity will not require observation.
In relation to your business industry, answer the following:
Imagine that you are dealing with a customer who has experienced service difficulties and is eligible for compensation. As a worker with responsibility that allows you to give standard compensation, what options for compensation could you suggest for the following situations:
? Damaged goods or unsatisfactory service
? Delays in product/service delivery
? Rudeness from other members of staff.
Activity 2E
Estimated Time 30 Minutes
Objective To provide you with an opportunity to identify how to provide ongoing internal feedback on service issues and suggest improvements.
This activity will not require observation.
Read the following scenario and assess the performance of worker A. Write down some feedback that you feel would be appropriate to give, including any suggested improvements (a maximum of 200 words).
Customers at a hotel have complained that a particular worker (worker A) on the reception desk is not very approachable; they rarely acknowledge customers and can be abrupt in their interactions. However, customers agree that the worker is extremely efficient in their role and without errors. Although efficient, customers would rather wait for the other reception worker on the same shift (worker B) because this worker is friendly and makes an effort to talk with customers, even though they are known to make the odd service mistake.
Activity 3A
Estimated Time 15 Minutes
Objective To provide you with an opportunity to identify how to use questioning techniques to establish and agree on nature, possible cause, and details of the complaint.
This will be a role-play activity and will need to be observed. The assessor has a checklist of criteria they will base your assessment on.
With a partner from your class, role-play a scenario in which a customer comes to you with a complaint. During this role-play, use a range of questioning techniques to establish and agree on the nature, possible cause and details of the complaint.
Activity 3B
Estimated Time 30 Minutes
Objective To provide you with an opportunity to identify how to assess impact on customer.
This activity will not require observation.
1. As relevant to your business industry, suggest a scale that you could use to determine the impact of a service difficulty or problem on the customer.
2. What factors would you need to determine when assessing the impact on customers?
3. How could you assess the impact of a difficulty or problem with the customer?
Activity 3C
Estimated Time 20 Minutes
Objective To provide you with an opportunity to identify how to take responsibility for resolving complaints in a professional manner and using communication techniques to assist in their management.
This activity will not require observation.
1. How would you take responsibility when resolving complaints?
2. Identify five communication techniques you can use to help you resolve customer complaints.
Activity 3D
Estimated Time 25 Minutes
Objective To provide you with an opportunity to identify how to determine options to resolve complaints and promptly analyse and decide on optimal solutions, taking organisational constraints into account.
This activity will not require observation.
In relation to your chosen business industry:
For the following types of customer complaints, identify the options that are available to resolve these and for each one, specify the favoured option that seeks to satisfy the customer and the business.
Complaints:
? Poor service (e.g., late delivery of products/services or unhelpful staff)
? Incomplete or unfulfilled service/product delivery
? A fault with a product/service.
Activity 3E
Estimated Time 20 Minutes
Objective To provide you with an opportunity to identify how to act swiftly to resolve complaints and prevent escalation, in consultation with customer and to customer satisfaction.
This activity will not require observation.
A customer has ordered a customised product that does not match their order description. The mistake was made by a supplier responsible for creating one of the customisable components of the product. The customer has brought the issue to your attention to resolve.
How would you act swiftly to resolve this complaint and prevent escalation, in consultation with the customer and to customer satisfaction?
Activity 3F
Estimated Time 30 Minutes
Objective To provide you with an opportunity to identify how to turn complaints into opportunities to demonstrate high quality customer service.
This activity will not require observation.
1. Identify five actions that you can take, which demonstrate high-quality customer service when dealing with a complaint.
2. Drawing on your experience in relation to customer complaints, explain how customer service responses are an important indicator of high or poor quality customer service, and how staff can use this opportunity to reinforce high-quality service.
(Answers in no more than 200 words).
Activity 3G
Estimated Time 30 Minutes
Objective To provide you with an opportunity to identify how to provide internal feedback on customer complaints and feedback and required follow-up in order to avoid future occurrence.
This will be a role-play activity and will need to be observed. The assessor has a checklist of criteria they will base your assessment on.
With your prepared scenarios in your groups of three, perform the following:
In rotation, two members of the group will carry out a role-play of a customer service assistant handling a customer complaint, which must be observed by the third person.
When the role-play has finished, the person observing must give personal feedback to the ‘customer assistant’ and explain what should be done to avoid this in the future.
Activity 3H
Estimated Time 30 Minutes
Objective To provide you with an opportunity to identify how to review and evaluate complaints and solutions to enhance response to future issues.
This activity will not require observation.
For the following scenarios, determine if the complaints are valid and if the solutions are appropriate. Could these be improved for any future occurrences? Write down your conclusions.
Scenario one:
A reception worker booked a tour guide for two guests staying at a hotel resort. They neglected to tell them that the start time was subject to weather conditions. On the day of the trip, the guide did not arrive until one hour later than the expected start time. When the guest arrived back, they made a complaint. It was not until two days later that the reception manager followed up on the complaint with the offer of a voucher for another trip. At this point, the guests were getting ready to depart to go home the next day. They were unhappy with the situation and told the manager they would not be visiting again.
Scenario two:
An owner returns to a pet groomers to pick up their dog. As soon as the dog is brought out, the owner can see that the hair has not been clipped well at all; there are patches of long hair showing and the dog looks visibly distressed. The groomer is very abrupt and shows no consideration for the wellbeing of the dog. The owner complains, and the groomer offers them a free grooming session for another time but insists that they pay for this session in full, without any further grooming to tidy up the dog’s hair.
Activity 4A
Estimated Time 20 Minutes
Objective To provide you with an opportunity to identify how to promote repeat business by offering promotional services according to individual empowerment and organisational policy.
This activity will not require observation.
1. In relation to your business industry and role (real or intended), identify three promotional services that you could suggest as a way to promote repeat business.
2. When offering promotional services, how can you make sure these are appropriate for customers and within organisational policy?
Activity 4B
Estimated Time 20-40 Minutes
Objective To provide you with an opportunity to identify how to maintain customer profiles to enhance service delivery.
Equipment needed ? Online access to perform research, or
? Information resources on industry requirements for customer profiles.
This activity will not require observation.
In relation to your business industry, when would you need to access customer profiles, and how would you go about maintaining these?
(You may need to perform brief research to answer this question).
Activity 4C
Estimated Time 20 Minutes
Objective To provide you with an opportunity to identify how to provide personalised service to customers in a professional manner that builds repeat business.
This activity will not require observation.
1. How can you make sure that customer service is personalised to the individual? (Provide five points).
2. How can personalised customer service help you to build on repeat business? Provide one example to illustrate this point.
Activity 4D
Estimated Time 30 Minutes
Objective To provide you with an opportunity to identify how to provide tailored products and services based on customer profile.
This activity will not require observation.
Look at the following profiles, and suggest one or more products and/or services in relation to your business industry that would be appropriate for them:
? Persons over 65-years of age
? Families with two children under the age of ten
? Young professional adults.
Summative Assessments
The summative assessments are the major activities designed to assess your skills, knowledge and performance, as required to show competency in this unit. These activities should be completed after finishing the Learner Guide. You should complete these as stated below and as instructed by your trainer/assessor.
Skills, knowledge and performance may be termed as:
? Skills – skill requirements, required skills, essential skills, foundation skills
? Knowledge – knowledge requirements, required knowledge, essential knowledge, knowledge evidence
? Performance – evidence requirements, critical aspects of assessment, performance evidence.
Section A: Skills Activity
The Skills Activity is designed to be a series of demonstrative tasks that should be assessed by observation (by the assessor or third party, depending on the circumstances).
It will demonstrate all of the skills required for this unit of competency – your assessor will provide further instructions to you, if necessary.
Section B: Knowledge Activity (Q & A)
The Knowledge Activity is designed to be a verbal questionnaire where the assessor asks you a series of questions to confirm your competency for all of the required knowledge in the unit of competency.
Section C: Performance Activity
The Performance Activity is designed to be a practical activity performed either in the workplace or a simulated environment. You should demonstrate the required practical tasks for the unit of competency and be observed by the assessor and/or third party, as applicable to the situation. If the third party is required to observe you, you will need to make the required arrangements with them.
If necessary for the activities, you should attach completed written answers, portfolios or any evidence of competency to this workbook.
Section A: Skills Activity
Objective: To provide you with an opportunity to show you have the required skills for this unit.
A signed observation by either an approved third party or the assessor will need to be included in this activity as proof of completion.
This activity will enable you to demonstrate the following skills:
? Reading skills to:
o interpret organisational policies and procedures
? Writing skills to:
o record entries in customer service records
? Oral communication skills to:
o use probe questioning to determine customer needs, preferences and problems; clarify ambiguities; and adequately understand customer complaints
? Numeracy skills to:
o calculate the cost of products and services, estimate profitability, and consider the cost of customer compensation
? Problem-solving skills to:
o determine adequate and appropriate compensation for service or product difficulty
? Technology skills to:
o use computers and databases that manage customer profiles and promotional activities.
Answer the activity in as much detail as possible, considering your organisational requirements.
Equipment needed:
? A real or simulated work environment, with equipment and technologies
? Organisational policies and procedures for customer service work (as appropriate to the environment
? Individuals and persons who are, or who represent, workers and customers.
1. Read the organisation’s policy and procedures for the following areas, and write down the requirements that you must follow:
? Maintaining customer profiles
? Customer communications
? Offering compensation.
2. In the workplace, demonstrate how you would record an entry in a customer service record.
3. In a customer interaction, you must determine the customer’s needs, preferences and expectations. Using communication skills that include using probing questioning techniques, determine in a spoken conversation what these are.
4. Choose THREE products or services offered by the organisation. Using the organisation’s policy and procedure for offering compensation as a guide, calculate the loss of profitability for offering each type of compensation on each product/service.
5. In a customer interaction, determine adequate and appropriate compensation for a service or product difficulty.
6. For a promotional activity, you must access customer information on the organisation’s database and record promotional details (as instructed).
Section B: Knowledge Activity (Q & A)
Objective: To provide you with an opportunity to show you have the required knowledge for this unit.
The answers to the following questions will enable you to demonstrate your knowledge of:
? 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:
o additional destinations
o additional tours or cruises
o cocktails and liqueurs to enhance the dining experience
o coordination services at events and conferences
o entrance to events, festivals and entertainment scheduled during customer stay at destination
o entrance to major attractions at destination
o extra food items
o flight fuel emissions offset fee
o local guiding services
o optional meals and dining experiences
o prepayment of baggage charges
o prepayment of in-flight meals
o pre-travel seat selection
o private car transfers in lieu of regular transportation options
o special offers or packages
o specialised styling for events
o storage for luggage after check-out
o travel insurance
o upgraded accommodation and flights
o wine or boutique beers to match meals ordered
? Specific industry sector:
o professional service standards and protocols for service industry personnel
o attitudes and attributes expected by the service industries to work with customers
o different customer service needs and expectations
o types of customer loyalty programs
o essential features and use of the customer databases
? Particular organisation:
o designated response times for providing service and resolving complaints
o customer service policies and procedures
o complaint handling policies and procedures
o promotional services offered
? Procedures for responding to the following common customer complaints:
o incorrect pricing or quotes
o delays or errors in providing products or services
o misunderstanding of customer requests
o escalated complaints or disputes
o other team members or suppliers not providing special requests
o misunderstandings or communication barriers
o unmet expectations of, or problems or faults with, a service or product
? Methods of compensating dissatisfied customers:
o negotiating with suppliers on customer behalf to gain reduced rates or extra services
o providing some or all services:
? free of charge
? at reduced rate
o 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:
o financial constraints of the organisation
o profitability of the sale
? Awareness of special needs, customs and practices of various social and cultural groups of customers in regards to:
o modes of greeting, farewelling and conversation
o body language and body gestures
o formality of language
o clothing
? Methods of collecting feedback:
o formal:
? surveys
? interviews
? structured questioning
o informal:
? observation
? casual discussion
? Essential features, conventions and usage of different types of communication techniques and equipment.
Answer each question in as much detail as possible, considering your organisational requirements for each one.
1. What are the principles and benefits of enhanced customer service experiences and positive communication? (Identify three for each one).
2. What techniques can be used to anticipate customer preferences, needs and expectations throughout the service experience? (Identify four).
3. Identify four conflict resolution techniques that may be used when dealing with an irate customer.
4. What are some methods for enhancing service delivery in response to staff and customer feedback? (Provide three methods).
5. Identify four extras and add-ons that an organisation in your business industry may offer to enhance the customer experience.
6. Describe your obligations for each of the following in relation to your specific industry sector, using organisational policy and procedure as reference where necessary:
? 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.
If you do not have an organisation, you may refer to the policies and procedures provided in the Skills Activity.
7. Outline the following for your particular organisation:
? Designated response times for providing service and resolving complaints
? Customer service policies and procedures
? Complaint handling policies and procedures
? Promotional services offered.
If you do not have an organisation, you may refer to the policies and procedures provided in the Skills Activity.
8. What is the procedure you would follow in your organisation to respond to the following 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.
If you do not have an organisation, you may refer to the policies and procedures provided in the Skills Activity.
9. Which methods of compensating dissatisfied customers are standard within your business industry? When and how is compensation offered?
10. What factors must you consider when determining the compensation of dissatisfied customers?
11. Which social and cultural special needs, customs and practices require awareness in a customer service role?
12. Identify formal and informal methods of collecting formal and informal feedback. (Provide two types for each one).
13. What are the essential features, conventions and usage of the different types of communication techniques and equipment used within your business industry? (Identify two).
Section C: Performance Activity
Objective: To provide you with an opportunity to demonstrate the required performance elements for this unit.
A signed observation by either an approved third party or the assessor will need to be included in this activity as proof of completion.
This activity will enable you to demonstrate the following performance evidence:
? Identify customer requirements and provide professional and personalised customer service experiences to two different internal and two different external customers to meet requirements
? Demonstrate procedures to respond to and resolve three different customer complaints according to organisational policies and procedures
? Demonstrate effective communication with the above internal and external customers, including any with special needs
? Seek formal and informal feedback from customers on quality of above service
? Provide above service to above customers in line with organisational customer service standards and within designated organisational response times.
Answer the activity in as much detail as possible, considering your organisational requirements.
Equipment needed:
? A real or simulated work environment, with equipment and technologies
? Organisational policies and procedures for customer service work (as appropriate to the environment
? Individuals and persons who are, or who represent, workers and customers.
1. Identify customer requirements and provide professional and personalised customer service experiences to TWO different internal and TWO different external customers to meet requirements.
This will require you to:
? Use effective and appropriate communication, including any customers with special needs
? Provide the services to the customers in line with organisational customer service standards and within designated organisational response times
? Advise on appropriate products and services
? Anticipate customer preferences, needs and expectations
? Offer extras and add-ons, and provide tailored and additional products and services, where appropriate
? Offer promotional services where appropriate in order to encourage repeat business
? Check the actioning of any special requests before customer delivery
? Liaise with team members and suppliers (as appropriate)
? Share customer information with team members (as appropriate)
? Seek formal and informal feedback from the customers on the quality of the service provided
? Update and maintain customer profiles as part of service delivery.
2. Demonstrate procedures to respond to and resolve THREE different customer complaints according to organisational policies and procedures.
This will require you to:
? Use effective and appropriate communication, including any customers with special needs; this will include questioning techniques to establish and agree on the nature, cause and details of the complaint
? Provide the services to the customers in line with organisational customer service standards and within designated organisational response times
? Anticipate customer preferences, needs and expectations, and inform them of complaints progress and outcomes
? Share customer information with team members (as appropriate)
? Determine the options to resolve the complaints and decide on the optimal solutions, taking organisational constraints into account
? Assess the impact on the customer and compensate for service difficulties according to own level of responsibility and organisational policy
? Seek formal and informal feedback from the customers on the quality of the service provided
? Update and maintain customer profiles as part of service delivery
? Review and evaluate the complaints and solutions for future responses to issues
? Provide your feedback from your evaluations and on how this was resolved to your manager/organisational contact for improvement purposes.
Workplace Documentation – for learner
Workplace documents checklist
To demonstrate and support workplace knowledge, workplace documents can be submitted to the assessor or third party. Indicate in the table below the documents that have been provided. Please refer to your trainer/assessor if clarification is required or if you have any further questions on what you are able to provide or use.
Document name/description Document attached
Yes No (Please circle)
Yes No (Please circle)
Yes No (Please circle)
Yes No (Please circle)
Yes No (Please circle)
Yes No (Please circle)
Yes No (Please circle)
Yes No (Please circle)
Yes No (Please circle)
Yes No (Please circle)
Yes No (Please circle)
Yes No (Please circle)
Yes No (Please circle)
Yes No (Please circle)
For RTO use only
Have originals or digital copies been supplied for the workplace documents? Yes No (Please circle)
If not originals, have the originals been validated or checked? Yes No (Please circle)
Learner’s signature
Assessor’s signature
Supplementary Oral Questions (optional) – for assessor
The below table is for you to document any supplementary verbal questions you have asked the learner to determine their competency. For example, if you are unsure of their answer to a question in the Learner Workbook, you may choose to ask them a supplementary question to clarify their understanding of the relevant criteria.
Learner’s name
Assessor’s name
Unit of Competence
(Code and Title)
Date of assessment
Question:
Learner answer:
Assessor judgement: Satisfactory Not Satisfactory
Question:
Learner answer:
Assessor judgement: Satisfactory Not Satisfactory
Question:
Learner answer:
Assessor judgement: Satisfactory Not Satisfactory
Question:
Learner answer:
Assessor judgement: Satisfactory Not Satisfactory
Question:
Learner answer:
Assessor judgement: Satisfactory Not Satisfactory
Feedback for the learner
I have read, understood, and am satisfied with the feedback provided by the assessor.
Learner’s name
Learner’s signature
Assessor’s name
Assessor’s signature
Competency record to be completed by assessor
This should be used by the trainer/assessor to document the learner’s skills, knowledge and performance as relevant to the overall unit. Indicate in the table below if the learner is deemed competent or not yet competent for the unit or if reassessment is required.
Learner’s name
Assessor’s name
Unit of Competence
(Code and Title)
Date(s) of assessment
Has the learner completed all required assessments to a satisfactory standard? Yes No
(Please circle)
Has sufficient evidence and information been provided by the learner to prove their competency across the entire unit? Yes No
(Please circle)
The learner has been assessed as competent in the elements and performance criteria and the evidence has been presented as:
Authentic Yes No
(Please circle)
Valid Yes No
(Please circle)
Reliable Yes No
(Please circle)
Current Yes No
(Please circle)
Sufficient Yes No
(Please circle)
Learner is deemed: Not yet competent Competent
If not yet competent, date for re-assessment:
Comments from trainer/assessor:
Learner’s signature
Assessor’s signature
