Monitor and adjust customer service practices

Student Assessment Pack (SAP) Course and Unit Details



Cluster name:	HD_2.2_SIXXCCS008 Customer service

Unit Assessment Task (UAT)

Assessment Task 1 - Unit Knowledge Test (UKT)

• Student must respond to all the question and submit them to the Trainer/Assessor.• Student must answer all questions to the required level, e.g. provide the number of points, to be deemed satisfactory in this task.

• Trainer/Assessor is required to provide the feedback within two weeks and notify students when results are available.

• No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or Not Satisfactory.

• Trainer /Assessor must assess student’s written skills and knowledge as he/she complete this assessment task.

system (i.e. Moodle), workplace, or independent learning environment. a

• Trainer/Assessor will provide student further information regarding the location for g

Student Assessment Pack (SAP) Course and Unit Details

• The purpose of this assessment task is to assess the students’ knowledge essential to develop and manage quality customer service practices in a range of contexts and industry settings.

• Knowledge to provide customer services according to specific industry’s standard.

• Knowledge of assessing the appropriateness and effectiveness of customer service practices in the organisation.

•	Knowledge	of	resolving	complaints	and	disputes,	and	examining	business

• It is expected from students to correctly answer all the questions.

• Answers must demonstrate an understanding and application of relevant concepts, critical thinking, and good writing skills.

How trainer/assessor will assess the work?

• This assessment task requires the student to answer all the questions. P• Answers must demonstrate the student’s understanding and knowledge of the a unit.

Student Assessment Pack (SAP) Course and Unit Details



Cluster name:	HD_2.2_SIXXCCS008 Customer service

outcome is Not Yet Competent (NYC).

	Should not accept answers copied directly from texts without acknowledgement of the text Assess each student’s answers and provide feedback within two weeks of

submission
• Notify each student that they are Satisfactory/ Not Satisfactory via the learning management system.

Active participation
It is a condition of enrolment that you actively participate in your studies. Active participation is completing all tasks on time. If you do not participate you will be required to report to Student Services Coordinator. P

a Plagiarism g Plagiarism is taking and using someone else's thoughts, writings or inventions and e

	Presenting any work by another individual as one's own unintentionally Handing in assessments markedly similar to or copied from another student 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

Unit application
This unit describes the performance outcomes, skills and knowledge 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. The unit applies to senior managers who operate independently, have responsibility for others and are responsible for making a range of operational and strategic decisions.

This includes individuals working in a range of tourism, travel, hospitality and event contexts and to any small, medium or large organisation. No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Qualification code/name:	SIT50416 Diploma of Hospitality Management


Student’s ID and full legal name:	42681 Sasiporn LAINGAM Laingam 42681

þ The assessment tasks, assessment criteria and assessment due date(s) for this course were explained.

þ I was advised and I am aware of The Academy’s Policies including the Assessment Policy and the Assessment Appeals Process.

Document Type: Student Assessment Pack (TAP)	Unit Name:	Version 3 – Compliance and Quality Assurance Department \|
	Unit Name:

Student Assessment Pack (SAP) Course and Unit Details

Email Surveys. The above survey methods aren't suitable for in-depth insights about your customer happiness. Why are they happy or unhappy? Email surveys, on the other hand, are a good tool for this.

Customer Satisfaction Score (CSAT) This is the most standard customer satisfaction metric, asking your customer to rate her satisfaction with your business, product, or service. Your CSAT score is then the average rating of your customer responses.

Question 4: Read the below case study/scenario and answer the following questions: Scenario
Samantha Rohan is a customer service manager, travelling to Melbourne from Sydney for a client visit. Samantha decided to stay for 3 days in Meadow-inn Motel which included 2 P nights at the hotel, which is a 3-star facility. As she arrived in the motel, she found a unattended reception. She waited for 10 minutes and there was no one there to greet her or g e

Document Type: Student Assessment Pack (TAP)	Unit Name:
	Unit Name:

Student Assessment Pack (SAP) Course and Unit Details

bell at the reception. Samantha is very tired as this was a really hectic day for her. After 15 minutes, the motel receptionist came and asked how she could help Samantha, without any greeting or apologies.

Scenario
Samantha Rohan is a customer service manager, travelling to Melbourne from Sydney for a client visit. Samantha decided to stay for 3 days in Meadow-inn Motel which included 2 nights at the hotel, which is a 3-star facility. As she arrived in the motel, she found unattended reception. She waited for 10 minutes and there was no one there to greet her or bell at the reception. Samantha is very tired as this was a really hectic day for her. After 15 minutes, the motel receptionist came and asked how she could help Samantha, without any greeting or apologies.

Student Assessment Pack (SAP) Course and Unit Details



Cluster name:	HD_2.2_SIXXCCS008 Customer service

Question 4.b: Why did the board of Meadow-inn Motel take the complaint so seriously and why did they provide opportunities for the staff to participate in development of customer service practices? Write your answer in 40-50 words.

Question 5: List any six (6) types of policies and procedures for a quality service provision.

Accepted Payment Methods, Reservations Guarantee, Cancellations, Non-arrival, Rates and Minimum Length of Stay Requirements, Smoking.

Document Type: Student Assessment Pack (TAP) Version 3 – Compliance and Quality Assurance Department | Release Date: 20 May 2019 Unit Name: SITXCCS008 - Develop and manage quality customer service practices

Question 8: Name any six (6) principals of quality customer service.

Support customers as a team. P

Qualification code/name:	SIT50416 Diploma of Hospitality Management


Student’s ID and full legal name:	42681 Sasiporn LAINGAM Laingam 42681

customer’s relationship	with	the	business	at every step	throughout the	customer

Customer service standards are a set of policies and expectations that have been created and adopted by a company. The standards cover all the points of contact the business may


Units of competency:	SITXCCS008 Develop and manage quality customer service practices


Assessor’s name:	HERNAN ANDRES CHANIQUE GAC

Question 11: Why is there need for management changes and organizational restructures in hospitality? Write your answer in 25-50 words.

Change management is a process that helps ease any organizational transitions. More specifically, it aids on the people side of change. In essence, it helps “employees to

understand,	commit	to,	accept,	and	embrace	changes	in	their	current	business

Student Assessment Pack (SAP)

Course and Unit Details



Cluster name:	HD_2.2_SIXXCCS008 Customer service

Question 12: List eight (8) points that need to be considered for the recruitment practices in

	SIT50416 Diploma of Hospitality Management
Units of competency:

	42681 Sasiporn LAINGAM Laingam 42681
Assessor’s name:

in the customer service Industry.

Document Type: Student Assessment Pack (TAP)	Unit Name:	Version 3 – Compliance and Quality Assurance Department \|
	Unit Name:

Student Assessment Pack (SAP) Course and Unit Details

Personnel training and appraisal: Training of personnel goes a long way in improving the quality of customer service in a hotel set up. This is because it ensures specialization in such a way that every personnel do only what they are best at. A classy hotel should not gamble with service delivery; the management should only entrust trained workers to deliver the various services.

Allow for employee participation in strategic planning: Employees are the people on the ground; they know what exactly happens in the process of service delivery and how it can be improved. They should therefore be included the decision making process so that the best strategies are put in place.

Question 15: What are the roles and responsibilities of management, supervisors and operational personnel in providing quality service? Write your answer in 100-150 words.

The supervisor is a first-level management job. This individual is responsible for a small group

Course and Unit Details

Qualification code/name:

	HD_2.2_SIXXCCS008 Customer service
Student’s ID and full legal name:

Question 16: List and explain any six (6) methods of formal and informal customer

research. Write your answer in 150-200 words.

			P a g e
Document Type: Student Assessment Pack (TAP)	Unit Name:	Version 3 – Compliance and Quality Assurance Department \|
	Unit Name:

Student Assessment Pack (SAP) Course and Unit Details

2. Purpose and focus on current page (Second part of introduction)-state you propose and focus; present actual thesis.

3, Summary or overview writer's position or arguments (Third part of introduction)
- briefly leads reader through discussion, forecasting the main idea
The Methods Section
The methods of research paper should describe in detail what methodology and special material, if any, should use to think through the research. In another hands, used material helps you to design the assignment Such as questionnaire or interview question to generate information and data for research paper.

Question 18: Discuss four (4) methods of assessing the effectiveness of customer service practices. Write your answer in 150-200 words.

Document Type: Student Assessment Pack (TAP)	Unit Name:	Version 3 – Compliance and Quality Assurance Department \|
	Unit Name:

Student Assessment Pack (SAP) Course and Unit Details

• Provide Proactive Live Chat Support • Get Feedback on Live Chat Session • Monitor Social Channels

Question 20: List any six (6) modern approaches / trends in customer service and how would you communicate them to the staff involved in service delivery. Give any four (4) ways to communicate with staff.

Document Type: Student Assessment Pack (TAP)	Unit Name:
	Unit Name:

Student Assessment Pack (SAP) Course and Unit Details

Question22: List nine (9) areas where organizational policies and procedures can assist to ensure quality customer service.

The areas where organizational policies and procedures can assist to ensure quality customer service are loyalty program, product quality, response time, employee training, handling complaint, collect from feedback, service strategy and service of operation.

Student Assessment Pack (SAP) Course and Unit Details



Cluster name:	HD_2.2_SIXXCCS008 Customer service

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Unit Assessment Task (UAT)

Assessment task description
• This is the second (2) unit assessment task that student has to successfully complete to be deemed competent in this unit of competency.

• This assessment task is comprised of a Unit Skills Test (UST).

Applicable conditions

Resubmissions and reattempts
• Where a student’s answers are deemed not satisfactory after the first attempt a resubmission attempt will be allowed.

• Student may speak to their Trainer/Assessor if student have any difficulty in completing P this task and require reasonable adjustments (e.g. can be given as an oral assessment)• For more information, please refer to RTO Staff Handbook. a