Role-play 4 – develop customer relationships - internal customer

ASSESSMENT COVER SHEET

Student Name:
Student ID:		Assessment Due Date:
Qualification:	Diploma of Hospitality Management
Trainer / Assessor:
Unit Code & Name:	SITXCCS015 – Enhance Customer Service Experiences
Assessment type:	□ First submission

Late Submission

If assignments are not submitted by the due date a ‘Not Yet Satisfactory’ will be marked in your record and a resit fee may occur. All assignment work is due back to the college within 15 days of receipt unless agreed in writing from your assessor (or a due date on this sheet).If work is not submitted by 15 days of receiving it, you may be deemed ‘NYS’ and may have to apply for a re-sit or if the course enrolment is finished then re-enrol in the college and course.

Plagiarism

Deliberate collusion or plagiarism is regarded as a breach of the college’s policy and will result in an ‘NYS’ being recorded for the work submitted. The assessor must collect the assignment from you and any other student involved in the offence. All material will be forwarded to the Student Support Officer and the involved parties will be invited to a hearing. Disciplinary action may be taken and repeat offenders may have their enrolment at MVC cancelled.

Please confirm:

I have read, understood and accept all the conditions for this assessment listed above

Student Signature:		Date:
Administration: Rec’d		Date:

Enhance Customer Service Experiences

Comprehensive Project

Providing a quality service experience, by determine and confirm customer preferences, needs and expectations and advising customers about appropriate products and services to meet their needs.

You are required to anticipate customer preferences, needs and expectations throughout the service experience and promptly provide products and services with professional and personalised service to meet individual preferences. , offering extras and add-ons and providing tailored and additional products and services, always checking actioning of special requests before customer delivery.

You must proactively compensate for service difficulty in line with own level of responsibility and organisational policy. You are required to provide ongoing internal feedback on service issues and suggest improvements.

You will need to resolve customer complaints by using questioning techniques to establish and agree on nature, possible cause, and details of the complaint. You must assess the impact on customer.

You are to provide personalised service to customers in a professional manner that builds repeat business and provide tailored products and services based on customer profile.

Student Instruction Guide

You must ensure that you have attempted and completed all assessment tasks; written questions, case studies, activities and projects in the Comprehensive Project prior to submitting this for marking.
You are required to submit your completed assessment to the Training Department administration department. Please attach a cover sheet prior to submission.

You must always provide the website link/s when sourcing information from online sources such as academic journals, industry websites and resource centers.

Referencing

You must not delete or alter any sections or wording in the learner workbook.
All the above items must be adhered to. Failure to do so will result in your work being returned to you, delaying the marking of your assessment.

Part 1	Theoretical Questions	Q1 - 51
Part 2	Organisational Context – Sun Hotel	Q1 - 9
Part 3	Roleplay 3 & Questions Roleplay 4 & Questions	Q 1 - 3 Q 1 - 4
Part 4	Organisational Context - Presentation	ODC 6
Observation Checklist	Observation Checklist 1 - 5	ODC 1 - 5
Appendix 1	Sun Hotel
Reference table	List of legislation, regulations, and code of practices


Organisational benefits
Personal benefits

Explain why good questioning techniques should be used when communicating with customers who are making a complaint. Your response must be 50 – 100 words.

Identify 6 different customer service needs and expectations that you could anticipate throughout service delivery.


Onboard an aircraft
In a Hotel
At a restaurant

You are part of the Hotel staff and you are working at reception. In preparing for customer arrivals at the hotel, you check customer profiles and see that Mr Johnson will be checking in shortly. According to his profile on your computer systems, Mr Johnson is hearing impaired. Describe 5 ways you would communicate with this customer. Your response must be 50 – 100 words.

As a tour guide, you regularly deal with tourists from different countries who speak a foreign language and may speak very little English. Explain how you would overcome language barriers when dealing with them. Your response must be 50 – 100 words.

As a manager you are responsible for sharing customer information with your team to ensure effective quality customer service delivery. Describe what kind of information you would share with your staff. Your response must be 50-100 words in length.

Read the following service situations/scenarios. List 5 extra / add-on’s you could offer your customers that would enhance their service experience. Ensure that no 2 responses are the same when answering this question.
1	A couple are celebrating their 30^th wedding anniversary at your restaurant.




2	You are working as a travel agent. Your customers are retired and would like to travel overseas, with multiple stops at different destination.





3	A group of IT professionals are attending a Conference at your hotel. They have one free day at the conference.




4	A group of friends are attending The Fringe Festival.


1
2
3
4


	Term	Definition	Example
1	Down-selling
2	Selling add-on’s
3	Up-selling

The service industry expects its members to have key attributes to enable them to work professionally in its industry. List and explain 3 of these service attributes expected. Your response must be 100 words in length per attribute.
Attribute		Explanation
1
2
3

22. What are typical complaints that customers have in the Hospitality industry? List 5 complaints and explain why they do occur. Your response must be 100 words in length per question.
	List	Explain why they occur.
1
2
3
4
5

23. Explain how you can establish rapport with your customers through positive communication. Why will this benefit your business? Your response must be 150 words in length.

24. Customers all have different needs and expectations. This all depends on the products and
1
2
3
4
5

customers attending the conference. Your response must be 150-200 words in length.

26. The airline you are working for is looking into rewarding customers for their loyalty. They
	List	Explanation
1
2
3
4
5

length.
Research and explain what the essential features and use is of customer databases.

What information would be on a customer database?

29. After receiving an unusual request from a customer, you are unsure on how to respond to the customer and what you will be allowed to do to help them with their request. Explain what you can do in this situation?

30. Your customer is angry and talking loudly at you, about the delivery of poor service from a

organisation?

32. Explain the 8-step complaint handling process
	List	Explain
1
2
3
4
5
6
7
8

33. You are the manager of the Sun Hotel. You have customers that have frequented the Hotel a

compensate dissatisfied customers?
	Complaint	Manage the situation	Possible compensation
1	Incorrect pricing or quotes
2	Delays or errors in providing products and services
3	Misunderstandings of customer requests
4	Escalated complaints or disputes
5	Other team members or suppliers not providing special requests
6	Misunderstandings or communication barriers
7	Unmet expectations of problems or faults with a product or service
8	You are working as a flight attendant on a long-haul flight, and a customer booked a special vegetarian meal for the flight. There is no meal booked on this flight for this customer. How do you help the customer in this situation?
9.	Incorrect order provided to a customer in a restaurant.
10.	A German customer, who speaks little English requested a room with a view of the water. You do not have this room available for the customer.
11.	If you couldn’t provide a product or service, the customer wants.
12.	A restaurant customer finds a band aid in his pasta.
13.	A hotel room was not cleaned properly, and the customer complained.

35. Your customer requested a specific bottle of champagne from the wine list. It is a special

36. You are working at reception in a Hotel and a customer is angry as the guests in the next hotel room have been making a terrible noise all night long and he has not been able to sleep.

The Hotel is full as there is a conference taking place. The customer is demanding another room.

37. Your supplier has been not been delivering your orders on time this month and it is becoming a problem for your own service delivery to your customers. How you do address this problem with your supplier?


	Explanation
1
2
3
4

39. A customer is looking for a specific product which you do not normally have in stock. You want to meet the customers’ expectations and you must now negotiate with the supplier on the

customers behalf. Describe how you would negotiate with the supplier to meet the customers

40. Explain 6 organisational constraints must you consider when deciding how to resolve customer complaints and compensate customers?
1
2
3
4
5
6


A couple has paid $400 as their tour price. How much profit do you make when the pay for their cruise?
The cruise had to be cancelled due to extremely bad weather. You need to refund the entire cost of the cruise. Which compensation percentage will still allow you to make a profit? Mark your answer with an X.	25%
	50%
	75%
	A complete refund

42. When welcoming or conversing with internal or external customers you must try to be aware of their special needs and their social and cultural customs or practices. List 4 ways in which you could communicate effectively with customers that have different social / cultural customs or practices or special needs.
1
2
3
4


		Explanation
1	Tone of voice / Pitch / Volume
2	Body language
3	Correct use of language

44. How would you respond to the following situations?
Situation	Response
A customer keeps stepping back/away from you when you approach them and come too close to them
A customer keeps making eye contact with you from far away
You are a waiter in a restaurant and a priest wearing clerical clothing approaches you with a question.

important to be aware of this?

46. Research and explain the positive and negative aspects of different ways in which an
	Method of feedback	Positive and negative aspects
1	Formal feedback
2	Surveys
3	Interviews
4	Structured questioning
5	Informal feedback	Observation
5	Informal feedback	Casual discussion

47. Provide an example of the following questioning techniques:
Open questions
Closed questions
Reflective questions

48. Describe 6 communication techniques you would use when suggesting improvements to your staff about providing quality customer service.


1
2
3
4
5

One negative customer experience may seem like a drop in the ocean of all your customer interactions, but it is never that simple. Consider these statistics from a recent survey from New Voice Media:

A regular customer, that has been a customer for the last 5 years, spends $30 per week at your establishment. Due to an unfortunate staff interaction, this customer is very unhappy and threatens to not return.

What would be the cost to the establishment if they were to lose this customer. Consider the cost of retaining the customer compared to the cost of losing this customer in your explanation.

Costs of making seafood pasta ordered via uber-eats

Delivery of product - soap

Labour cost $7.00

Delivery cost – charged to customer

Part 2 – Organisational Context

Scenario background Information

Our air-conditioned rooms, ranging from Queen and King rooms to deluxe King suites and two Executive suites. Room rates vary based on the type of room, its view (garden or forest or pool) and height within the hotel (low, middle or high floors).

Our concierge facilities provide information about tours, festivals and events in the area for customers. We offer package deals with accommodation and meals, or packages with any other affiliates in the local region.

Amenities of the Sun Hotel
Our “Divine coffee shop” on the ground floor offers breakfast, snacks and full meals from 6.00 am to 9.00 pm, seven days a week.
The “Bohemian” is a fully licensed restaurant on the first floor. It has an international à la carte menu, and is open from 6.00 pm to 10.00 pm, seven days a week. Bookings are recommended, especially on Thursday to Saturday nights.
Room service is available from 6am till 9pm. A menu is in the guest rooms.
Conference facilities with the option of using different function rooms, depending on size requirements. We can provide Catering, as per customer request. Audio visual and sound equipment is provided. Comfortable seating for customers is available. Team building activities are available. Booking is required and all requests will be considered. There is a detailed brochure available for the customers.
It is unsupervised so guests use equipment at their own risk.
A car park is located underneath the hotel for guest parking. It is free of charge for hotel guests and $10 per hour for visitors. It is accessed via a ramp to the left of the hotel’s driveway. Guests must obtain a car park tag from reception after check-in to open the boom gate to enter and exit the car park. Hotel lifts are in the basement foyer and accessed using the room key.
We offer complimentary Wii-Fi, in-room tea and coffee facilities and a wake-up call service
The business centre is available for guest use at any time via their room key after hours.
We are offering a Porter Service to assist with the transport of your luggage. Small trolleys are available as well. Please return the trolleys.

1. You are the new hotel manager at the Sun Hotel. The Sun does not have a database of customer information or any customer profile information. To offer promotional services and to promote repeat business this information is critical to cater to customer needs. You decide to prioritise the creation of database of customer profiles.

Explain what customer information about customer profiles you would like to capture in the database. Your response must be 100 words in length.

2. What type of software technology would you consider using to store the customer information in? Research and name one example of this software technology. Explain the features and benefits of using this technology?
Software technology to use
Example of technology
Features and benefits

After reviewing the system report, this is the feedback from customers about the Hotel:

Customer are unhappy with the room service open and closing hours
The Hotel should offer special deals which include tours of the area
The restaurant should look at offering wine or boutique beers as part of a meal package

4. What other extras or add-ons could you offer your Hotel guests to enhance customer service at the Sun Hotel?

6. While working at reception, you check the computer database system and see that you have a

regular customer returning for a 4-night stay at your Hotel. The customer is Don Brown and

It is his birthday tomorrow
His contact information is available
He has not been offered any special discounts or offers in the last 2 years
He requires a wake-up call at 6am.

7. Why is it important to offer Mr Brown personalised service to ensure he continues to use your Hotel as his preferred place of accommodation? How does this ensure repeat business? Your response must be 50-100 words in length.

This assessment requires you to undertake 5 role-plays to demonstrate your ability to interact and communicate with customers clearly and professionally to provide quality customer service experiences and developing customer relationships. You will also need to proactively respond to difficult service situations, resolving customer complaints. when greeting and explaining products and services, and handling problems or service issues.

Read the background information below and Appendix 1 - Sun Hotel Customer Service Policy and procedures (at the end of your assessment) before completing your role-plays. This will help you to respond to the following customer service situations.

Guests can enter the hotel afterhours through a side door in the entrance area using their room key.

Amenities of the Sun Hotel
Our “Divine coffee shop” on the ground floor offers breakfast, snacks and full meals from 6.00 am to 9.00 pm, seven days a week.
The “Bohemian” is a fully licensed restaurant on the first floor. It has an international à la carte menu, and is open from 6.00 pm to 10.00 pm, seven days a week. Bookings are recommended, especially on Thursday to Saturday nights.
Room service is available from 6am till 9pm. A menu is in the guest rooms.
Conference facilities with the option of using different function rooms, depending on size requirements. We can provide Catering, as per customer request. Audio visual and sound equipment is provided. Comfortable seating for customers is available. Booking is required and all requests will be considered. Team building activities are available. There is a detailed brochure available for the customers.

A car park is located underneath the hotel for guest parking. It is free of charge for hotel guests and $10 per hour for visitors. It is accessed via a ramp to the left of the hotel’s driveway. Guests must obtain a car park tag from reception after check-in to open the boom gate to enter and exit the car park. Hotel lifts are in the basement foyer and accessed using the room key.
We offer complimentary Wii-Fi, in-room tea and coffee facilities and a wake-up call service
Workstations are available, with charging points. There is a receptionist who assists customers during office hours. Wi-Fi is free for Hotel guests.
We are offering a Porter Service to assist with the transport of your luggage. Small trolleys are available as well. Please return the trolleys.

You are a receptionist on the front desk of the business centre of the Sun Hotel. A customer, Mr Collins, approaches the front desk and informs you that he has work to complete for his Conference and he needs more information about your business centre regarding wi-fi and printing etc. Your role is to greet him, establish his needs and provide appropriate products, assistance and information. You must greet the customer within 1 minute of his approach to the front desk.

Student:

Use questioning and listening techniques to determine the customer’s needs and preferences.
Explain and match products and services to the customer’s needs.
Provide service to the customers in line with organisational customer service standards and within designated organisational response times.

Complete the role-play.

Participant 1 – Hotel guest: Mr Collins

Please fill out this short customer feedback form so we can ensure top quality service to all of our customers.
EMAIL optional		NAME optional				Date
Provide a rating by placing an "X" in the corresponding box.
	VERY GOOD		GOOD	FAIR	POOR		VERY POOR
How would you rate your overall customer experience?
How satisfied were you with the product?
How satisfied were you with customer support?
How satisfied were you with the timeliness of delivery?
Would you recommend our product or service to others?
Please provide any additional comments or suggestions.

After completing the role-play, answer the following questions:

Role-play 2 – Proactively respond to difficult service situations and resolve customer complaints - External customer

Instructions

This role-play has 3 participants. Complete the following role-play.

During the role-play, you are required to proactively respond to this difficult situation and resolve the customers complaint by demonstrate the following skills and knowledge:

Remain calm and friendly throughout the exchange.
Identify problems with products and services and take immediate action to address before provision to customer.
Anticipate delays in product and service provision and regularly update customer on expected outcomes.
Assess impact on customer.
Take responsibility for resolving complaints in a professional manner and using communication techniques to assist in their management.
Seek feedback from the customer about the customer service they have received.
Liaise with team members to ensure efficient delivery of customer service

Participant 1 – Hotel guest: Mr Johnson

You approach the reception, angry that the Hotel is so incompetent. You want compensation for this terrible service! You also tell the person at reception that you will NEVER stay at this hotel again!

Staff member 1: Manager



Explain 4 factors that you need to consider when compensating customers?

Customer name
Address
Contact information	Tel
Contact information	Name
Date of complaint /compliment
Who took complaint /compliment details
Who will handle complaint /compliment
Describe the situation
What the customer wants - details	Refund	Repair	Replacement
What the customer wants - details
Agreed solution	Refund	Repair	Replacement
Agreed solution
Complaint resolved	Date
Complaint resolved	Signature

Why is it important to seek feedback from customers about the delivery of customer service and processes used to resolve problems and issues?

Why should the problem with Mr Johnson be discussed with other hotel reception staff and your Manager?

Student:

During the role-play, you are required to demonstrate the following skills and knowledge:

Follow organisational customer service and customer service policy and procedures.
Identify problems with products and services and take immediate action to address before provision to customer.
Use questioning techniques to establish and agree on nature, possible cause, and details of the complaint.
Assess impact on customer.
Provide internal feedback on customer complaints and feedback and required follow-up in order to avoid future occurrence and review and evaluate complaints and solutions to enhance response to future issues with a manager
Seek feedback from customer about quality of service offered

Participant 1 – Hotel guest:

If you are unable to handle this situation, who would you report the issue to?

What action could be taken to prevent this issue from occurring again?


EMAIL optional		NAME optional				Date
Provide a rating by placing an "X" in the corresponding box.
	VERY GOOD		GOOD	FAIR	POOR		VERY POOR
How would you rate your overall customer experience?
How satisfied were you with the product?
How satisfied were you with customer support?
How satisfied were you with the timeliness of delivery?
Would you recommend our product or service to others?
Please provide any additional comments or suggestions.

Role-play 4 – Develop Customer Relationships - Internal customer

You are a receptionist on the front desk of the Sun Hotel. Today you are working with your colleague, Genevieve. You observe Genevieve talking to your customer, Mrs Peters.

Mrs Peters is a new customer and has come to enquire about the other services that the Hotel has to offer her. She is the CEO of her own company and wants more information as she needs a venue for a team building sessions for her staff. Genevieve has neglected to share a lot of information and you suspects she is uncertain about what to tell the customer.

Communicating effectively
Use questioning and listening techniques to determine the internal customer’s needs or concerns.
Provide tailored products and services based on customer profile.
Provide service to the customers in line with organisational customer service standards and within designated organisational response times.

Participant 1 – Hotel guest – Mrs Peters

Role

You are asked about team building facilities by a new customer Mrs Peters. You are unsure on how to help her and are relieved when your colleague offers help.

What information would you add in the customer database with regards to Mrs Peters situation and her request to ensure that het customer profile has been updated?

Role-play 5 – Develop Customer Relationships- Internal customer

Instructions

You are required to deal with this situation effectively to ensure enhanced customer service delivery for both Phillip and Andrew.

During the role-play, you are required to proactively respond to this situation by demonstrate the following skills and knowledge:

Take responsibility for resolving complaints in a professional manner and using communication techniques to assist in their management.
Determine options to resolve complaints and promptly analyse and decide on optimal solutions, taking organisational constraints into account.

Participant 1 & 2 – Team members Phillip and Andrew

Andrew:

You are angry because Phillip has been away from the front desk for long periods of time.

Part 4 – Organisational Context – Presentation

You are required to present a “Enhanced Customer Service” training session to your staff to ensure that they deliver continued quality customer service/products and enhance their customers service experiences.

Provide quality customer service:
Explain what your customers preferences, needs and expectations are.
When to check actioning of special requests before customer delivery.
Why you must liaise with team members and suppliers to ensure efficient service delivery
The importance of maintaining customer profiles

Your presentation will be assessed according to Observation Checklist 6

Assessment Instrument – Observation/Demonstration of competency
RTO Name and Code:	Golden Wattle Group Pty Ltd T/A Meridian Vocational College45039
Student Name:		Student ID:
Assessor Name:
Primary Unit to be assessed	SITXCCS015 – Enhance Customer Experiences
Pre-requisite	Nil
Date Pre-requisite assessed
Related documentation	Note: All evidence must be supplied and have had a judgement decision of’(S) satisfactory applied, for a final unit outcome of ‘competent’ to also apply. ☐ MVC Theory assessment
Location of assessment	MVC Training fMVClity- Simulated workplace
Assessor instructions
In recording responses to observation/demonstration. Remember, the quality of the information you provide will assist in making the assessment decision, observation notes must be recorded Explain students’ scenarios which may be applicable Reasonable adjustments - Whilst the student has been provided with information regarding how to contact you or the coordinator regarding any issues or concerns; always brief the candidate adequately to ensure they are comfortable with the assessment and any necessary reasonable adjustment is made. Record what adjustment is made (if applicable) Role-play 1

Observation points mapped against the unit of competency being assessed and referenced. PC- Performance criteria
Observation 1 – Provide a quality service					Date:
Observable tasks: Did student effectively provide quality customer service to the customer meeting their needs and ensuring that the customer was happy with the service delivery. Observed following	PC	Task completed correctly	Observation notes
	PC	Task completed correctly
Provided service to the customer promptly in a professional manner Advised customer of extra services that could be offered.	1.3 1.4	☐ Yes ☐ No ☐ Yes ☐ No ☐ Yes ☐ No
	Sufficient
	☐ No ☐ Yes
Trainer/Assessor signatures				Date

Observation points mapped against the unit of competency being assessed and referenced. PC- Performance criteria
Observation 2: Proactively respond to difficult customer service situations and resolving customer complaints			Date:
	PC	Task completed correctly	Observation notes
	PC	Task completed correctly
Engages in two-way communication and questioning and listening techniques to determine the customer’s needs and concerns. Communicated with customer clearly and professionally Acted swiftly to resolve complaints and prevent escalation, in consultation with customer and to customer satisfaction. Offered solutions according to the customer service policy and procedure and took responsibility for resolving the complaint.	2.1 2.2 3.2 3.3 3.8	☐ Yes ☐ No ☐ Yes ☐ No ☐ Yes ☐ No ☐ Yes ☐ No
The student has	Sufficient
The student has

Trainer/Assessor signature				Date

Observation points mapped against the unit of competency being assessed and referenced. PC- Performance criteria
Observation 3: Dissatisfied customer			Date:
Did student effectively resolve the customers complaint? Observe following:	PC	Task completed correctly	Observation notes
	PC	Task completed correctly
Provided service to the customer and resolved complaints within the organisation’s designated response times and standards. Understood and followed organisational customer service policies and procedures. Identified how to obtain feedback on customer complaints. Identified reasons to review and evaluate complaints and solutions to enhance future responses.	3.2 3.3 3.8	☐ Yes ☐ No ☐ Yes ☐ No ☐ Yes ☐ No ☐ Yes ☐ No ☐ Yes
Effectively responded and resolved the customer situation to ensure customer satisfaction and improve service quality.	Sufficient
	Sufficient

Trainer/Assessor signature				Date

Observation points mapped against the unit of competency being assessed and referenced. PC- Performance criteria
Observation 4: Develop customer relationships			Date:
Observe following:	PC	Task completed correctly	Observation notes
Observe following:	PC	Task completed correctly
Engages in two-way communication and questioning and listening techniques to determine the customer’s needs and concerns. Provided personalised service to customer to tailor service to their needs Promoted services to promote repeat business Provide service to the customers in line with organisational customer service standards and within designated organisational response times. Seek feedback from customer about quality of service offered		☐ Yes ☐ No ☐ Yes ☐ No ☐ Yes ☐ No ☐ Yes ☐ No ☐ Yes ☐ No
	☐ No
	☐ No

Trainer/Assessor signature				Date

Role-play 5

Observation points mapped against the unit of competency being assessed and referenced. PC- Performance criteria
Observation 5: Develop customer relationships			Date:
	PC	Task completed correctly	Observation notes
	PC	Task completed correctly
Takes responsibility for resolving complaints in a professional manner and using communication techniques to assist in their management Identified the requirements and discussed the situation with both staff in a professional.	4.1 4.2	☐ Yes ☐ No ☐ Yes ☐ No ☐ Yes ☐ No
	☐ No
	☐ No

Trainer/Assessor signature				Date

Presentation 1

Observation points mapped against the unit of competency being assessed and referenced. PC- Performance criteria
Observation 6: Presentation: Provide a quality service experience and develop customer relationships			Date:
Did always student effectively explain the importance of delivery quality service and enhancing service to customers. Observe following:	PC	Task completed correctly	Observation notes
	PC	Task completed correctly
Turned complaints into opportunities to resolve team problem Discussed the importance of seeking feedback from customer about quality of service offered	1.3 1.4 4.2 4.3	☐ No ☐ Yes ☐ No ☐ Yes ☐ No
The student has:
The student has:

Trainer/Assessor signature				Date

Appendix 1 Sun Hotel customer service policy

Sun Hotel seeks to thrill and exceed customer expectation for each of our customers. We strive to offer quality products and services. We appreciate feedback both positive and negative and are eager to grow and learn from our mishaps.

We want all our customers to have wonderful experiences when they stay at our Hotel. To achieve this, we will:

Respect differences in values, cultures, beliefs and ages, and include our awareness of diversity into our daily practice.
Listen and respond in an attentive way to customer inquiries.
Response times to customer are set out as per Departmental policy.
Staff are expected to follow all uniform regulations and rules

Customer complaints

Both customers and our staff understand our complaints handling process.

A customer complaint is investigated impartially with a balanced view of all information or evidence.

Definition of a complaint

How a complaint can be made

By completing a feedback form on our website
By telephoning us

The person receiving or managing your complaint should provide you with any assistance you may need to make your complaint. However, if you consider you need further assistance please contact:

Hotel Manager – Dan Howard tel: XXX XXX XXXX email: danhoward@Sunhotel.com

The nature of the complaint
Details of any steps you have already taken to resolve the complaint

Recording complaints

If you lodge a complaint, we will record your personal information solely for the purposes of addressing your complaint.

Your personal details will actively be protected from disclosure, unless you expressly consent to its disclosure.

Feedback to customers

We are committed to resolving your complaint within 14 business days of you lodging your complaint, however, this may not always be possible on every occasion. Where we have been unable to resolve your complaint within ten business days, we will inform you of the reason for the delay and specify a date when we will be able to finalise your complaint.

During the initial review or investigation stage we may need to seek further clarification or documentation from you to assist us in resolving your complaint. Once you have provided information, we will indicate to you when we expect to be able to finalise your complaint. Upon finalisation your complaint, we will advise you of our findings and any action we have taken. We will do this in writing, unless it has been mutually agreed that we can provide it to you verbally.

The consumer affairs body will investigate your complaint and our actions in regard to your complaint and take reasonable steps to resolve the complaint, by reaching a fair and independent view. They can issue sanctions to us if in their opinion such sanctions are an appropriate response to the complaint. These sanctions can include us being required to rectify our actions, such as providing a refund.

**HAAS is not a real organisation and is just used as an example for this assessment.

Our six-point complaint process

We respond
We take action

Our complaint escalation process

Four-tier escalation process

Customer rights under consumer law

Our staff are empowered to provide compensation to customers to avoid further escalation.

This compensation includes:

Voucher for next stay with the hotel
Free upgraded room

Information to help business	https://www.business.qld.gov.au/starting-business/planning/advisers/types
Australian consumer law	http://consumerlaw.gov.au/
Consumer rights	https://www.accc.gov.au/consumers/consumer-rights-guarantees
ACCC Industry codes	https://www.accc.gov.au/business/industry-codes
Fair trading	https://www.sa.gov.au/topics/business-and-trade/licensing-and-regulation/fair-trading
Pricing regulations	https://www.business.gov.au/products-and-services/fair-trading/pricing-regulations
Dispute resolution	http://www.opa.sa.gov.au/what_we_do/dispute_resolution_service
Legal essentials for business	https://www.business.gov.au/planning/new-businesses/legal-essentials-for-business
Sources of specialist legal advice	https://www.fwc.gov.au/resources/where-get-legal-advice
Warranties and refunds	https://www.business.gov.au/products-and-services/fair-trading/warranties-and-refunds
Legal Services Commission of SA	https://lsc.sa.gov.au/cb_pages/legal_advice.php
Local, state, territory or commonwealth government departments or regulatory agencies	https://www.directory.gov.au/departments-and-agencies

Legislation, regulations and codes of practice

Legislation, regulations and codes of practice
	Link
Fair Work Act 2009	https://www.fairwork.gov.au/about-us/legislation
Fair Work Ombudsman	www.fairwork.gov.au
Australian Human Rights Commission Act 1986	https://www.humanrights.gov.au/
Age Discrimination Act 2004	https://www.legislation.gov.au/Series/C2004A01302
Disability Discrimination Act 1992	https://www.legislation.gov.au/Series/C2004A04
RMVCal Discrimination Act 1975	https://www.legislation.gov.au/Details/C2014C00014
Sex Discrimination Act 1984 (updated Aug 2013)	https://www.legislation.gov.au/Details/C2014C00002
Workplace Health and Safety 2011	https://www.safeworkaustralia.gov.au/

Privacy Act 1988	https://www.legislation.gov.au/Details/C2014C00076
Workplace Gender Equality Act 2012	https://www.legislation.gov.au/Details/C2016C00895