Canterbury Business

College
CRICOS Code – 01899K RTO Code - 6554

Unit description:
Qualification Title
Unit of Competency
Assessment Tool
ASSESSMENT 2
SIT50416 Diploma of Hospitality Management
SITXCCS007 Enhance customer service experiences
Practical Observation

Student must fill this section:

Candidate Name: Marilyn Canaman
Candidate ID: 6012
Privacy Release “I give my permission for my assessment material to be used in the
Clause: auditing, assessment validation & moderation Process”
Plagiarism and
“I acknowledge that entire assessment work is done by me”
Collusion:

Student signature: Marilyn Canaman Date: 8/5/2020

Feedback to student:

Assessment Completion Status

Non- Assessor’s
Attempt Satisfactory Date
Satisfactory Signature

Initial attempt  

2nd attempt/Re-assessment
 

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 Canterbury Business
College
CRICOS Code – 01899K RTO Code - 6554

Information for Candidate:

 All work is to be entirely of the candidate.

General Information for this assessment:

 Read the instructions for each question very carefully.

 Be sure to PRINT your FULL name & LAST name in every place that is provided.
 Short questions must be answered in the spaces provided.
 For those activities requesting extra evidence such as: research reports, ESSAY reports, etc.
The student must attach its own work formatted in double space, Arial 12 pts.
 All activities must be addressed correctly in order to obtain a competence for the unit of
competency.
 If the candidate doesn’t understand the assessment, they can request help from the assessor to
interpret the assessment.

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 Canterbury Business
College
CRICOS Code – 01899K RTO Code - 6554

If a student at Canterbury Business College is not happy with his/ her results, the student may appeal
against their result via a written letter, clearly stating the grounds of appeal to the MSS / DSS. This
should be submitted after completion of the subject and within 14 days of commencement of the new
term.
 
Re-assessment Process:
 An appeal in writing is made to the ACC / MSS providing reasons for re-assessment /appeal.
 ACC / MSS will delegate another faculty member of CBC to review the assessment.
 The student will be advised of the review result done by another assessor.
 If the student is still not satisfied and further challenges the decision, then a review panel is
formed comprising the lecturer/trainer in charge, the ACC, the MSS and the DSS OR if need be
an external assessor.
 The Institute will advise the student of the appeal decision within 14 days from the submission
date of the appeal. The decision of the panel will be deemed to be final.
 If the student is still not satisfied with the result, the he / she has the right to seek independent
advice or follow external mediation option with CBC’s nominated mediation agency.
 Any student who fails a compulsory subject or appeals unsuccessfully will be required to re-
enrol in that subject.
 
The cost of reassessment will be borne by the Institute. The external assessor will base his/her
judgement based on principles of assessment. These principles require assessment to be reliable, fair,
practical and valid.
 
Academic Appeals:
 If the student is dissatisfied with the outcome of the assessment marking process, he/she has a
right to appeal the assessment results.
 The notice of appeal should be in writing addressed to the MSS / ACC and submitted within
seven days of notification of the assessment results.
 If the appeal is not lodged in the specified time, the result will stand as marked.
 In emergency circumstances, such as in cases of serious illness or injury, the student must
forward a medical certificate in support of a deferred appeal. The notice of appeal must be made
within three working days of the concluding date shown on the medical certificate.
 The decision of MSS / ACC will be discussed with the DSS and will be final.

For further information please refer to Student Handbook.

“I acknowledge that I have understood all the above rules and guidelines for the assessment
Marilyn Canaman 8/5/2020
Marilyn Canaman
Full Name Signature Date (dd/mm/yyyy)

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 Canterbury Business
College
CRICOS Code – 01899K RTO Code - 6554

Assessment Guidelines
What will be assessed
The purpose of this assessment is to assess your ability to complete tasks outlined in elements and
performance criteria of this unit in the context of the job role, and:

 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.

Instructions for assessment including WHS requirements

1. You are required to wear a complete uniform applicable to your area of training or as instructed
2. Your personal presentation must reflect the standards typically expected and acceptable in the
hospitality and tourism industry.
3. You will be observed completing each of the following tasks set out below.
4. The practical observations for this unit of competency include the following requirements listed
for each task

Part A.
You will be observed demonstrating how you identify customer requirements and provide
effective
service to 4 different customers:

1. 2 different internal customers

2. 2 different external customers

Part B.
You will be observed demonstrating how you respond to 3 different customer complaints
according to organisational policies and procedures

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 Canterbury Business
College
CRICOS Code – 01899K RTO Code - 6554

Assessment 2
Instruction for assessment
PART A

You will be observed demonstrating how you identify customer requirements and provide effective
service to 4 different customers as listed in the table below:

Instance Date Duration from ... to... Tasks to be completed

What will be observed?
Instance 1:keep 29/4/2020 10:00-10:30am Customer service to manager
waiting the food customer
long time
Customer profile – Name: Marilyn Canaman
Details: Gender: female
Age: 29
Occupation: Manager
Costumer type: internal
Enthic origin: regular customer
Address: 17 mckillop road
beacon hill nsw 2100
Email.:
marilyncanaman.fg@gmail.com

What is the service The customer is provide a

provided: Presented menu card and
offered the drinks and snacks

Instance 2: there 30/4/2020 11:00-11-30am Customer service to general

some hair found manager
in the food
Customer profile – Name: kimberly joy bazar
Details: Gender: female
Age: 25
Occupation: general manager
Costumer type: Internal
Enthic origin: greek walk in
customer
Address: 23 maganda road
rooty hill
Email.: kimbazar@gmail.com

What is the service Change the food that they serve and

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 Canterbury Business
College
CRICOS Code – 01899K RTO Code - 6554
provided: make new one but they give another
food to make the customer satisfied
Instance 3: food 1/5/2020 10:00-10:30am Customer service to nurse
preparation
Customer profile – Name: jiovinida dalupang
Details: Gender: female
Age: 24
Occupation: nurse
Costumer type: external
Enthnic race: filipina loyal
customer
Address: 15 brown st seven
hills nsw
Email.:
jiovinidalupang@gmail.com
What is the service the customer is provide gluten
provided: free for her bread.

Instance 4: 2/5/2020 8:00-8:30 Customer service to doctor

booking
Customer profile – Name: Luleth Castillo
Details: Gender: female
Age: 42
Costumer type: external
Occupation: doctor
Enthnic race : walk in customer
Address: 12 apple st doonside
nsw
Email.:
lulethcastillo@gmail.com
What is the service The customer come the in the
provided: restaurant but when they check
the booking they didn’t found.
But they still get in the
customer and provide some
table and chair and the menu
put some drinks in the table
also.

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 Canterbury Business
College
CRICOS Code – 01899K RTO Code - 6554

1.Instan 2.Instan
Criteria – 2 Internal Customers ce ce
Communication, organisational standards and NY NY
S
S
S
S
Comments
service provisions
The presence of a customer is recognised X X Well done
The customer is prioritised over any work duties undertaken X X Well done
The customer is greeted in a friendly, professional manner X X Well done
Eye contact or body language from customer to signal X X Well done
assistance is required is recognised by student
Rapport is established with the customer X X Well done
Active listening is used to identify customer’s needs, X X Well done
expectations and special requirements
Active questioning is used to clarify or verify customer X X Well done
enquiries
Tailored products matching the customer’s profile are X X Well done
demonstrated and explained
Relevant promotional products are offered proactively X X Well done
Appropriate add-ons and extras are offered X X Well done
Selling techniques are used appropriately to enhance the X X Well done
product or service offerings
Special requests and relevant customer information is X X Well done
communicated internally to relevant stakeholders
Actioning of special requests are followed up prior to service X X Well done
provision
Student takes opportunity to personalise service through X X Well done
appropriate interaction
The service is provided in a time efficient manner X X Well done
The service level provided was of professional standard X X Well done
Student uniform is clean and neat to industry standards X X Well done
Personal presentation is neat and professional X X Well done
Personal hygiene is clean and neat X X Well done
Special needs are provided for as relevant: X X Well done
__________________
Operational issues are identified promptly X X Well done
Appropriate intervention with operational issues to prevent X X Well done
service issue occurs
Delays in service delivery are relayed to customers in a X X Well done
timely fashion
Student identifies appropriate time to offer alternative X X Well done
products or services

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 Canterbury Business
College
CRICOS Code – 01899K RTO Code - 6554
Appropriate alternatives are offered X X Well done
Student identifies appropriate point to offer compensation X X Well done
Appropriate compensation is offered in line with service X X Well done
issue and organisational policies
Students follow up with customer after service and X X Well done
compensation is delivered
List additional criteria as relevant
Provide feedback on customer service
Pro-actively seeks feedback on service provided from X X Well done
customer
Feedback from customers is recorded in appropriate formats X X Well done
and communicated with colleagues as relevant
Personal preferences are recorded in appropriate customer X X Well done
file
Suggestions for improvement to service procedures are X X Well done
made
List additional criteria as relevant
Criteria – 2 External Customers 1.Instace 2.Instace
Communication, organisational standards and NY NY
S
S
S
S
Comments
service provisions
The presence of a customer is recognised X X Well done
The customer is prioritised over any work duties undertaken X X Well done
The customer is greeted in a friendly, professional manner X X Well done
Eye contact or body language from customer to signal X X Well done
assistance is required is recognised by student
Rapport is established with the customer X X Well done
Active listening is used to identify customer’s needs, X X Well done
expectations and special requirements
Active questioning is used to clarify or verify customer X X Well done
enquiries
Tailored products matching the customer’s profile are X X Well done
demonstrated and explained
Relevant promotional products are offered proactively X X Well done
Appropriate add-ons and extras are offered X X Well done
Selling techniques are used appropriately to enhance the X X Well done
product or service offerings
Special requests and relevant customer information is X X Well done
communicated internally to relevant stakeholders
Actioning of special requests are followed up prior to service X X Well done
provision
Student takes opportunity to personalise service through X X Well done
appropriate interaction
The service is provided in a time efficient manner X X Well done
The service level provided was of professional standard X X Well done
Student uniform is clean and neat to industry standards X X Well done
Personal presentation is neat and professional X X Well done
Personal hygiene is clean and neat X X Well done
Special needs are provided for as relevant: X X Well done
__________________
Operational issues are identified promptly X X Well done
Appropriate intervention with operational issues to prevent X X Well done
service issue occurs
Delays in service delivery are relayed to customers in a X X Well done
timely fashion
Student identifies appropriate time to offer alternative X X Well done

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 Canterbury Business
College
CRICOS Code – 01899K RTO Code - 6554
products or services
Appropriate alternatives are offered X X Well done
Student identifies appropriate point to offer compensation X X Well done
Appropriate compensation is offered in line with service X X Well done
issue and organisational policies
Students follow up with customer after service and X X Well done
compensation is delivered
List additional criteria as relevant
Provide feedback on customer service
Pro-actively seeks feedback on service provided from X X Well done
customer
Feedback from customers is recorded in appropriate formats X X Well done
and communicated with colleagues as relevant
Personal preferences are recorded in appropriate customer X X Well done
file
Suggestions for improvement to service procedures are X X Well done
made
List additional criteria as relevant

PART B

You will be observed demonstrating how you respond to 3 different customer complaints according to
organisational policies and procedures

Instance Date Duration from ... to... Tasks to be completed

What will be observed?
Instance 1: keep 2/5/2020 9:00-9:30 am Responding to a customer
waiting the food complaint
long time
Customer profile – Name: Angelita Gonzales
Details: Gender: female
Age: 40
Occupation: chef
Costumer type: external
Enthnic origin: lebanese
Address: 81 pacific parade
dee why nsw
Email.:
angelitagonzales@gmail.com
Customer Complaint Customer ordered food
nature: around 10 am but the food
they serve almost 11:02am,
they give some special food
to mae customer satisfied
Instance 2: there 3/5/2020 4:00-4:30 pm Responding to a customer
some hair found complaint
in the food

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 Canterbury Business
College
CRICOS Code – 01899K RTO Code - 6554

Customer profile – Name: michael salinas

Details: Gender: male
Age: 48
Occupation:driver
Costumer type: external
Enthnic origin: chinise
Address: 11 oaks ave dee
why nsw
Email.:
michael48@gmail.com
Customer Complaint Customer when he eating he
nature: found some hair in the food,
he tell the staff and the staff
take action of what
happened and give special
food and drinks to make
customer satisfied
Instance 3: 4/5/2019 8:30-9:30am Responding to a customer
booking complaint

Customer profile – Name: dena wong

Details: Gender: female
Age: 35
Occupation: national player
Costumer type: external
Enthnic origin: filipina
Address: 13 palace beacon
hill nsw 2100
Email.:
denawong@gmail.com

Customer Complaint reservation not found but

nature: they still to get in the
customer give some drinks
and card for the soeacial
offer

1.Instan 2.Instan 3.Instan

Criteria ce ce ce
Respond to escalated complaints S
NY
S
NY
S
NY
Comments
S S S
Reports of disgruntled customers are prioritised over any X X X Well done
work duties undertaken
Staff member is questioned appropriately to understand the X X X Well done
problem and any compensation or solution already offered
The customer is greeted in a friendly, professional manner X X X Well done
Active listening is used to clarify customer’s problem or X X X Well done
complaint
Student deals with customer in an empathetic manner X X X Well done

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 Canterbury Business
College
CRICOS Code – 01899K RTO Code - 6554
Student remains calm and focussed X X X Well done
Student follows the customer service procedures as outlined X X X Well done
in the organisational policies
Solutions for the complaint are identified with the customer X X X Well done
Student resolves escalated issues with solutions appropriate X X X Well done
to the service issue, customer spend, customer importance
and other organisational constraints
Customer is invited to return to the establishment / X X X Well done
experience other products and services
The customer is farewelled in a professional manner X X X Well done
All details are recorded or stored as relevant X X X Well done
The organisational policies and procedures have been X X X Well done
followed

List additional criteria as relevant

Provide internal feedback on customer service

practices
Pro-actively seeks feedback on service provided from X X X Well done
customer
Feedback from customers is recorded and communicated X X X Well done
with colleagues as relevant
Service incident and compensation offered are recorded in X X X Well done
customer profile where appropriate
Recurring problems and complaints from customers are X X X Well done
reviewed
Suggestions for improving complaint handling procedures X X X Well done
and appropriate solutions to be offered are made
List additional criteria as relevant

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