SITXCCS007 Enhance The Customer Service Experience

Assessment Outcome Form
Student Name
Course
DIPLOMA OF HOSPITALITY MANAGEMENT
Course Code SIT50416
UNIT NAME Enhance the customer service experience

Unit CODE SITXCCS007
RTO/SRTO AUSTRALIAN INSTITUTE OF BUSINESS AND TRADE PTY. LTD.
Assessment: (as applicable) Student Results:

Attempt-1 Attempt-2
1.Multiple Choice Question

Satisfactory Satisfactory Not Yet Satisfactory Not Completed
2.Practical observation Satisfactory Satisfactory Not Yet Satisfactory Not Completed
3.Written quiz
Satisfactory Satisfactory Not Yet Satisfactory Not Completed
Overall, the candidate was assessed as:(Attempt-1)

Competent Not Yet Competent
Re-assessment outcome(Attempt-2) Date:

Competent Not Yet Competent
Feedback to candidate on overall performance during assessment ( If not competent) :
The candidate requires the following skill development before re-assessment:
The candidate has been provided with Name of Assessor:

feedback and informed of the assessment Signature of Assessor:
result and the reasons for the decision. Date:
Name of Candidate:
I have been provided with feedback on the
Signature of Candidate:
evidence I have provided. I have been
Date:
informed of the assessment result and the
reasons for the decision.
1
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Address 74 Sydney ST, Albion VIC 3020, phone number: +61433150060
Email info@abcinstitute.edu.au, www.abcinstitute.edu.au
SITXCCS007 Enhance the customer service experience
Version:2.0
THIS PAGE IS EMPTY
2
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
ASSESSMENT COVER SHEET
This form is to be completed and used as a final record of student competency. All student submissions including any
associated checklists (if any) are to be attached to this cover sheet before placing on the students file. Student results
are not to be entered onto the Student Database unless all relevant paperwork is completed and attached to this form.
Course Code: SIT50416 Course Title: DIPLOMA OF HOSPITALITY MANAGEMENT
Unit Code: SITXCCS007
Unit Title: Enhance the customer service experience
Student Name:
Student ID No:
Assessor Name:
Please attach the following documentation to this form Outcome

Assessment No: 1 Satisfactory / Not Satisfactory / N/A
Assessment Type: Written
Assessor Feedback:
Student Plagiarism Declaration: By submitting this assignment to the college I declare that this
assessment task is original and has not been copied or taken from another source except where this work
has been correctly acknowledged. I have made a photocopy or electronic copy of my assessment task,
which I can produce if the original is lost.
Assessor: I declare that I have conducted a fair, Student: I have received, discussed and accepted
valid, reliable and flexible assessment with this my result as above for this unit and I am aware of
student, and I have provided appropriate feedback. my appeal rights.
Signature:................................................................ Signature:................................................................
Date:........................................................................ Date:.........................................................................
3
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
INSTRUCTIONS TO STUDENTS
1. There are four sections in this written assignment.
2. You may source information to answer the questions from the learner guide paper based
resource for this unit.
3. Write your answers clearly using blue or black pen only
4. Ask your assessor, if you do not understand a question. Your assessor cannot tell you
the answer, however he/she may be able to re-word the question for you.
5. The trainer/assessor will inform students of the submission date for this assessment. It is
recommended that you spend approximately 1 ½ hours to complete this assessment
6. You could complete this assessment in the classroom or self-paced.
7. On completion, you are required to submit all sections to your assessor.
8. In order to achieve a satisfactory outcome all questions must be answered correctly
9. If you have any special needs you must inform the assessor before commencing the
assessment.
10. Assessor will brief the assessment policy before commencing the assessment.
11. Assessor will record the outcome and constructive feedback of the assessment and will
advise you if any further actions are required on the assessment coversheet
12. If you do not agree with the outcome, you could discuss the matter with your assessor. If
it’s unsuccessful you could appeal the outcome by lodging a formal complaint as per the
assessment policy and procedure.
13. If your work is found to have been plagiarised or copied from another source without
proper references, submitted work will be subject to the plagiarism and academic
dishonesty policy of EAA.
14. Copying, paraphrasing or summarising the work of another student or another source
without appropriate acknowledgement is considered as plagiarism. Therefore the
assessment must be your own work.
ASSESSMENT METHOD 1 –Written Assignment
SECTION 1: provide a quality service experience to customers

1. List five principles of enhanced customer service experience. What common
characteristics represent quality service to customers?
- Know what your customers consider to be good customer service.

- Take the time to find out customers' expectations
- Follow up on both positive and negative feedback you receive
4
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
- Ensure that you consider customer service in all aspects of
your business
- Continuously look for ways to improve the level of customer service you deliver.
2. Identify six different customer service needs and expectations that you could determine
and anticipate throughout service delivery.
- Assistance.
- Comfort.
- Special requests.
- Friendliness.
- Empathy and support.
- Prompt services.
3. You work waiting tables in a crowded, busy restaurant. The maître di has just informed
you that a regular customer with a sight impairment is on table 4. Explain five ways you
would look after this customer.
- Ask them how you can be best in assistance.
- Give accurate verbal descriptions of menu items and prices.
- Watch for body language which indicates that they’re ready to order (closing the menu,
raising their hand, etc).
- When guiding them, allow them to hold your arm and take them where they want to go
without pulling them along.
- Let them know when there’s an obstacle or steps to navigate.
- Inform them when you place their meals or drinks in front of them.
4. You work at reception in a large hotel. A customer is checking in. According to their
customer profile, they’re hearing impaired. Describe four ways you would communicate
with this customer.
It depends on the degree on hearing impairment.

- Speak clearly and slowly.
5
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
- Look directly at them to help them lip-read.
- Use visual aids if necessary.
- Write down information and point to menu items, brochures, maps, timetables, price lists.
- Always direct questions and response to your customer rather than their translator.
5. You work as a tour guide. Your booking sheet says that your next group are from
Cambodia and speak very little English. State eight ways you can overcome language
barriers when dealing with them.
- Use plain language.

- Speak with clairty.
- Be patient.
- Find a reliable translation service.
- Use repetition.
- Show some emotion.
- Slow down and don’t shout.
- Draw a picture to communicate an idea.
6. Your hotel is hosting a large international conference. You work in the hotel buffet. List
eight ways to meet customers’ special dietary needs.
- Eggs, nuts, nut oils, seafood, soybeans, sesame seeds, fruit acids, lactose, gluten,
chemical preservatives, artificial food colourings, and flavour enhancers cause allergic
reactions to some people, know which meals on your menu contain them and be ready
to offer alternatives or ingredient replacements.
- Provide some food on the menu which is in its natural state, such as green salads and
fruit salads.
- Label food on menus or in buffets to indicate if its halal, kosher, vegetarian or vegan.
Ensure that your entire staff is aware of the ingredients in the food.
- Serve cheeses which are free of rennet or gelatine. Indicate if the cheese contains these
products.
- Ensure that there’s a wide selection of beverages so that customers have alternatives to
tea, coffee and alcohol.
- When catering for tour groups with special diets, check their requirements in advance to
provide adequate food for a large number of people.
6
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
- Place pork-based products on plates separately to non-pork-based
products. Keep this in mind when preparing platters of sandwiches and cold starters in
particular.
- Cook and meat-based product separately to non-meat products.
7. How would you respond to the following non-verbal signs from customers?
 Slouching
If you see customer slouching, it could mean they’re feeling uncomfortable or less than
happy. Approach them in a friendly manner to check that they’re okay and doing fine.
 Backing away from you

If you notice a customer backing away from you during a conflict, it may be because they
feel you are ‘invading their space’ or vice versa! Practise building rapports by letting the
customer determine the gap and adapting yourself to their use of space.
 Making eye contact with you from a distance

Use eye contact when you speak or listen to customers. It shows that you are giving them
your undivided attention and make them feel special.
8. Are the following questions open, closed or reflective?

 Do you have a loyalty card?
Closed question.
 What type of holiday are you looking for?
Open question.
 You mentioned you’re concerned about how you would get around the resort.Do you
have any specific requirements regarding transport?
Reflective question.
9. Explain five ways to use active listening to develop rapport and facilitate effective two-way
communication.
- Be attentive and give your customers full attention.
7
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
- Be a mirror and create a rapport by repeating or ‘mirroring’ back
the customer’s needs, main points, priorities, thoughts, feelings, problems or questions.
If you paraphrase skilfully, your customer won’t even notice you’re doing it.
- Customers may have unusual requests or ask questions that have seemingly obvious
answers. Always treat every customer with respect. If you make feel foolish, it’s doubtful
you’ll get their business in future.
- Actions speak louder than words. Once you have heard your customer out, take
immediate action to assist them, and get feedback on how they feel about the result.
- Use your own body language and gestures to show that you’re engaged by nodding
occasionally, smile and use other facial expressions, encourage the speaker to continue
with small verbal comments. Make sure your posture is open and interested.
10. List six types of external customers.
- Suppliers and retailers.

- Agents.
- Business people.
- Government agencies.
- Media representatives.
- Individuals or groups.
11. List four types of internal customers.
- Supervisors/managers.
- Team members.
- Staff from other departments.
- Staff from other branches or locations.
12. Describe the difference between a product and a service.

Product is a tangible item. It can be a consumable such as food or drink, or a non-
consumable like a room or entertainment. One customer makes judgements about
products, they consider two factors: range and quality. While a Service is assistance you
offer customers. You can offer service verbally, through body language or together with a
8
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
product (such as delivering meal to a table). The standard of a
service your establishment offers can put you one step ahead of your competition and
make the difference between success and failure.
13. List five ways to develop your knowledge so you can advise customers about products
and services which meet their needs.
- Deals with questions and complaints: knowing your range of products and services
help you answer customers’ questions quickly and accurately. Not only that, you are
better equipped to deal with complaints. You know the expected standard of services,
can identify when it is slipping, and provide solutions or compensations if things go
wrong.
- Suggest products and services: up-to-date products and service knowledge enables
you to promote specials or discounts. Not only that, this kind of training can help you to
be better prepared to suggest products and services to customers.
- Increase sales: knowing your establishment’s products and services can help you in
subtle ways. For example, you can customers to spend their money by updating a
standard room to an executive suite or buying a bottle of wine instead of a glass. You
can only apply sales techniques like these if you have strong product and service
knowledge.
- Consistent Training: to start with, it is preferable that all members of staff within the
company or branch take the same training. This way, everyone will be working from the
same knowledge base, and the team will work collectively to retrieve information.
- Allow Hands-On Experience: One of the fastest ways to improve employee knowledge
is to allow employees lots of opportunities to become familiar with the products and
services they will be selling. Whether it’s holding seminars to expose employees to new
products or offering employee discounts on the items you sell, it’s crucial that employees
gain exposure to the products they work with regularly.
14. You should promptly provide products and service which meet individual
preferences. This may require you to prioritise. Identify people you might
need to give priority to.
- Just make sure they’re heard.

- Make a ‘most valuable customer’ list.
- Be proactive with happy customers.
- Keep track of conversations.
9
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
- Create standard operating standards.
15. You should use your initiative to provide tailored and additional services and products
through upselling and offering add-ons. Explain the difference between the two.
 Add-ons
An add-on sale refers to an ancillary item sold to a buyer of a main product or service.
 Upselling
An add-on sale is generally suggested by the salesperson once the buyer has made a firm
decision to buy the core product or service. It is sometimes known as "upselling”.
16. List six extras and add ons you could offer customers.
- Additional destinations.
- Cocktails and liqueurs to enhance the dining experience.
- Extra food items such as entrees, desserts and cheese plates.
- Upgraded accommodation and flights.
- Pre-travel seat selection.
- Travel insurance.
17. When should you check the actioning of customer special requests?
- During customer delivery.
- After customer delivery.
- Before customer delivery.
- It’s not your responsibility to check the actioning of customers’ special requests.
18. Identify four preferences or requests you could remember in order to give personalised
service and a quality service experience to your customers.
- Preferred seat.
- Preferred table.
- Preferred room/view.
- Remember their meal requests.
- Remember their favourite creature comforts.
- Remember their drink requests.
10
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
19. Explain how providing professional service and enhancing
customer service generally is beneficial to you personally and to your organisation.
- The personal benefits are: increased inner satisfaction, job satisfaction, motivation and
team spirit. Organisational benefits are: improved customer spending, customer
satisfaction, profitability, reputation and repeat business.
20. State the four types of industry standards you should adhere to.
- ISO standards.
- Service standards.
- Product standards.
- Performance/training standards.
21. Identify six attitudes and attributes the service industry expects of you.
- High motivation.
- Cooperative behaviour.
- Positive attitude.
- Communication skills.
- Customer empathy/compassion.
- Stress management.
22. List reasons to liaise and share customer information with your team and manager.
- Liaises with team members on an on-going basis. Share customer information with them
to ensure efficient service delivery.
- Customers’ preference, needs and expectations.
- Customers’ special needs.
- Customers’ special requests.
- Frequent customer request.
- Any information that affects the establishment (day to day duties etc).
- Positive or negative customer feedback.
23. Describe the kind of customer information you should share with team members to ensure
efficient, high quality service delivery.
- Ensures the team gives quality service.

- Ensure the team provides efficient service delivery.
11
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
- Enhance your relationship with team members.
- Help you promptly identify and rectify product and service deficiencies.
- Allows you the opportunity to share information, knowledge and skills.
- Gives management a chance to evaluate the product or service and change it according
to customers’ preferences.
- Help management adjust existing practices to improve customer satisfaction in the
future.
24. Besides team members and managers, identify others you may need to communicate and
liaise with.
- Guides.
- Restaurants.
- Vehicle renter operators.
- Tour whole seller.
- Transport operators.
- Inwards goods staff.
- Warehouse representatives.
- Individual supplier representatives.
SECTION 2: proactively respond to difficult service situations.

1. Identify six problems common in the tourism, travel, hospitality and events sector.
- Difficult or demanding customers.

- Escalated complaints or disputes.
- Misunderstanding or communication barriers.
- Problems or faults with the service or product.
- Provision of incorrect product or service.
- Other team members or suppliers not providing special requests.
2. What would you do if a supplier rang to tell you a champagne delivery was going to be late
and you need the champagne for a wedding function?
I would also ask the supplier if he can give me a sort of schedule how he thinks he can assure
the delivery time. Where does he think there could be problems and how does he think he can
prevent delay? After doing this, then during the period of this order, I should have called him
several times (also per e-mail so you have something written down in case of problems) asking
how it is with the progressing of this order, also telling him again that it is a critical shipment. But,
12
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
always make sure to be kind and be open to discuss with him and ask if you
can help.
And if he tells me that he won’t be able to deliver the product any time soon, so I’ll have to
warm him about the consequences that will follow and how he has to compensate this.
The next thing I’d do is that I’ll approach another beverage supplier who can supply me good
quality champagne in the right time before the function.
3. Describe the skills you would use when discussing a service problem with a supplier or
team member.
- Call a meeting that and involve my staff.

- Clearly state the exact problem.
- Brainstorm the solution together.
- Choose the best solution. This could be changing a procedure, training people to better
follow an existing one, or any number of other actions.
4. Briefly explain how you can anticipate delays in product provision.
Monitor delivery progress! If our establishment is large and gets stocked from a central
warehouse, monitor internal communication for news on delivery problems. If our organisation is
small and has a wide vanity of suppliers and stock to track, closely monitor lead times, order
cycle and delivery arrangements.
To monitor delivery progress, you need to have sufficient warning about problems with product
supply or late arrival of orders. This allows you to make alternative arrangement to obtain the
stock of update customers on a possible delay. At the very least, our system should alert us if a
stock order is over-due.
There are a number of systems that we can use. They can include a manual diary system to
remind you to check that deliveries have arrived when expected, or a computer-reporting system
that shows delivery due dates.
If our establishment has several different suppliers, we have to make sure that the supply
agreements require them to inform us in the event of supply issues. Closely monitor orders from
new suppliers until we’re confident enough that they’ll be able to do this. This will allow us the
opportunity to find alternative suppliers if required.
5. State the steps you would take to address a service delay a customer is experiencing.
- Recognise body language and facial expressions, which shows that customers are tired
of waiting. (or better yet, recognize signs before customers get upset!)
- Apologize for the delay.
- Give them an explanation for the wait.
13
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
- Tell them how you are resolving the issue.
- Let them know how much longer it will be, if you aren’t sure, keep them informed about
what’s happening.
- Provide them with the product or service.
- Apologize again.
6. Explain what you would do if you couldn’t provide a product or service the customer
wants.
No matter how hard you are trying to prevent them, delays with products and services are
in evitable. The reality is that sometimes we won’t be able to provide what the customer
wants when they want it.
We need to use the initiative and our imagination to offer advice on comparable alternative
products or services.
Problem Solution
There may be no more aisle seat on the Suggest an emergency exit seat.
flight.
The event they want to go to may be sold Suggest tickets for similar event.
out.
The honeymoon suite is booked for the Suggest a room with a view, spa bath and
weekend of their wedding. complimentary gifts.
The restaurants have run out of Suggest other vegetarian meals and ways
ingredients for the vegetarian meal they to adapt other meals to suit them.
have ordered.
The gelatine-free cake is all gone. Suggest alternative gelatine-free desserts.
There’s not enough wind for their hot air Suggest windsurfing instead.
balloon ride.
7. List four ways you could proactively compensate customers for any service difficulties
experienced.
14
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
- Small gifts.
- Expensive add-on products.
- Some or all services free of charge.
- Discount vouchers to attend at a future time.
8. You work for a tour company. The tour price for a couple is $300. It costs $75 per person
to run the tour.
 How much profit do you make on a couple who book a tour?
The tour price for a couple gives double profit as tour price for one person costs $75 only,
however, on the other hand the tour price for a couple is double the price of the tour for
one person.
 A couple wants a refund of the entire cost of the tour because it rained. Which of the
following compensations will still allow you to make a profit?
A complete refund
75% refund
50% refund
25% refund
50% and 25% refund will still allow us to make a profit.
9. What are three things you should consider when providing compensation to the customer?
- Money goes out to pay expenses (running costs).
- If your income is higher than your expenses, you are on the path to profit.
- If your income is lower than your expenses, you’re operating at a loss and on the road to
ruin.
10. Give four reasons you should provide ongoing internal feedback.
- To ensure you maintain high standards.
- To increase profit.
- To reduce errors.
- To help the organisation meet the designated goals.
15
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
11. Identify four kinds of feedback you should communicate.
- Minimises customer complaints.

- Improves products and services.
- Improves unsatisfactory performances.
- Reduces workplace hazards.
12. You should provide internal feedback to avoid future occurrence of problems and
customer disappointment. Describe how to do this using the ‘feedback sandwich’
technique.
While providing internal feedback to avoid future occurrence of problems and customer
disappointment the technique of ‘feedback sandwich’ works the best as by this technique,
the person who’s receiving the feedback first gets appreciated so they become motivated
about their work and when they are suggested for the betterment of work, the use of ‘we’
instead of ‘you’ helps a lot as they don’t get offended on the feedback.
13. List the formal and informal methods of collecting feed back
Formal method of collecting feedback:
- Customer feedback surveys.

- E-mail and customer contact forms.
- Focus groups.
- Instant feedback from your website.
Informal method of collecting feedback:
- Observation. If you sell your products directly to customers, you can gather feedback
information simply by watching them interact with your offerings while they shop.
- Social media.
- Conversations.
- Sales. Your sales figures provide indispensable information about how your customers
are responding to your products or services.
SECTION 3: resolve customer complaints

1. What’s the value of staff and customer feedback? Identify five ways staff and customer
feedback can help enhance customer service delivery.
- Complaints are your opportunity to improve service.
- You show the customer that you care.
- You can restore your reputation.
- You can improve your service.
16
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
- You’re able to prevent the same problems from recurring.
2. A customer is complaining loudly about your poor service. Explain how you would handle
this situation.
I would try my level best to calm them down so that they don’t shout and become the
centre of attention, because I also don’t want our other customers to know the problem
and stress out. Then I’d take my upset customer to the manager’s office and will apologize
to them about the poor service that had been offered to them earlier and will offer them
some refreshment as that’ll cool their mind. And then I’d try to offer them a good
compensation and promise them good service from the next time.
3. Give a new colleague three tips on how to use appropriate language when
communicating.
- Use the right language.

- Use the right pitch and volume. Be clear.
- Use the right body language.
4. Describe the tone, pitch and volume you should use when speaking to customers.
 Tone
Customers often respond more to how you say something than what you say.
The complaints and other services issues should be handled using a friendly, professional,
helpful tone. Avoid letting negative emotions such as boredom, annoyance, anger or
exhaustion come through. Empathize with the customers’ situation while upholding
organisational policy.
 Pitch
Pitch is the high or low variation in the voice. When dealing with complaints or providing
any other kind of service, correct pitch instils trust. Incorrect pitch destroys it instantly.
 Volume
Volume is how loudly or softly you speak.
5. From the list provided identify which non-verbal communication is appropriate to use in
customer service to develop rapport and promote good relationships with customers.
17
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
Slouching
Smiling
Sighing
Establishing eye contact
Giving customers the body space they need
Pointing with your index finger
Guiding people with an open hand
Crossing your arms
Patting an Indian child on the head
6. Explain why it’s important to apply good questioning techniques when communicating with
customers who are complaining?
The application of good question techniques when communicating with customers who are
complaining is important because your open questions will make them answer in detail
about what went wrong with the product or which service they didn’t like and they’ll feel
like they’re being heard and their issue will be resolved from the next time. This will make
them cool down and trust on us again in future and we’ll not lose their business in future.
7. List five conflict resolution techniques you can use to establish the facts, prevent
escalation,and work towards an agreeable solution.
- Actively listen.
- Don’t argue.
- Empathise.
- Use appropriate body language.
- Ask questions.
8. Describe the guidelines you should follow when taking responsibility for finding solutions
to complaints.
When a customer complaint, it means that we haven’t met their expectations about a
product or some aspect of service for that we have to take responsibility for finding a
solution.
18
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
Following our organisation’s specific complaint-handling policies and procedures to ensure
that you not only resolve complaints professionally, but are seen to resolve them
professionally (and in accordance with the law).
For this, we must know our organisation’s guidelines so we exactly know what to do when
confronted with an angry customer.
This ensures that customers receive consistent care and that me, other staff and
establishment are personally and legally protected.
9. State the eight step procedure usually used in the complaint-handling process.
Step1: Identify and confirm the problem.

Step 2: Consult the customer to seek solutions.
Step 3: Refer to the complaint’s procedure.
Step 4: Explain what actions you propose to take.
Step 5: Seek customer approval and satisfaction.
Step 6: Take agreed actions.
Step 7: Follow-up with the customer.
Step 8: Record or report the incident.
10. Identify four organisational constraints you should take into account when deciding how to
resolve customer complaints.
- Costs and budgets: our solution must be financially viable. Consider compensating
customers in small ways (complimentary drink, a small discount, a parking voucher etc).
- Feasibility of providing the solution: make sure the solution is possible to implement.
- Policy and procedures: make sure we follow our specific organisation’s regulations.
- Ultimate responsibility of the organisation: ensure that we follow consumer production
laws and be responsible when offering refunds, exchanges etc.
11. List three questions you can ask yourself to assess the impact a solution will have on a
customer.
- Are they going to be inconvenienced?
- Are they going to be financially out of pocket?
- Will their opinion of our organisation lower than before?
12. State four reasons to provide internal feedback on complaints.
- To ensure organisation maintain high standards.

19
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
- To improve efficiency.
- To reduce errors.
- To improve service delivery.
13. Identify four areas of the workplace where there is commonly room for improvement.
- Work procedures.
- Products and services.
- Materials and tools.
- Working conditions.
14. Describe six communication skills to use when suggesting improvements.
- Negotiate.
- Compromise.
- Contribute.
- Show empathy.
- Ask for honest feedbacks.
- Learn the basics of nonverbal communication.
20
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
SECTION 4: develop a customer relationship
1. List three promotional services you could offer to promote repeat business.
- Tours and transports.
- Shopping services.
- Accommodation.
2. Identify four types of customer loyalty programs you could use to promote repeat
business.
- Loyalty cards with built-in rewards, points, advantages, discounts, etc.

- Package discounts and special schemes for frequent buyers, flyers, visitors, customers,
etc.
- Special offers and discounts for bronze, silver, gold, platinum club members, VIP club
members etc.
- Contests, games, entries into draws for purchases.
3. List ten ways to establish rapport with customers.
i. Be attentive.
ii. Be a mirror.
iii. Paraphrase their needs.
iv. Be respectful.
v. Be proactive.
vi. Be professional.
vii. Be helpful.
viii. Make eye contact.
ix. Use correct body language.
x. Don’t sigh, scowl, roll eyes, yawn, etc.
4. Describe the data contained and maintained in customer profiles, which you can use to
provide personalised, tailored products and services to repeat customers.
- Names and contact details.

- Birthdays and anniversaries and other special occasions celebrated with you before.
- Special requests made: newspaper delivery, view, extra pillows or a particular alcohol in
the mini bar.
- Preferred products, services, room or table.
- How the customer likes certain foods cooked or prepared.
- Details of past complaints and how they were dealt with.
21
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
5. Explain the similarities and differences between manual, computer and linked computer
systems used to track customer profiles and data.
Manual system:
Establishments that use a manual system rely on their staff to recognize customers and
remember their preferences or repeated requests.
This type of system demands that staff pay attention to detail and have an interest in
wanting to know and please regular customers. It’s most effective in a small establishment
that have low staff turnover and minimal roster changes.
If working in an establishment that uses a manual operating system and have difficulty
remembering details, its best to try leaving yourself reminder notes at your workstation.
Computerised system:
More and more establishments are enjoying the benefits of computerized systems.
Customer information can be recorded and updated for future reference.
When a customer places an order, makes a reservation or books an event, you can look
up their history and have instantaneous information about them.
Linked computer system:
Many hotels and event centres use a linked computer system that allows each department
access to the same information.
In a hotel, daily ‘arrival reports’ including details about customer requests, and preferences
are distributed to each department. This allows staff the opportunity to personalize their
service offered before the customer even checks in.
6. Describe three ways you can develop the technical skills necessary to use computers and
data bases that manage customer profiles and promotional activities.
- Read manufacturer’s and product manuals.

- Attend workshops or training sessions.
- Ask a more experienced person to demonstrate.
22
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
Read the excerpt of this policy and use it to answer true or false questions 7 to
10.
Policy: taking deliveries and recording details of incoming stock
Check deliveries in front of the driver as soon as they arrive. Identify and report any
discrepancies or damage.
Checking for discrepancies
• Check that the delivery is ours before the driver unloads it.
• Verify the date.
• Check our copy of the order against the supplier’s delivery documentation.
• Make sure they’ve delivered what we have asked for.
• Check the stock itself against the supplier’s delivery note or invoice.
• Check weights, sizes, quantities, use-by dates, brands and varieties of all stock.
• Check that nothing is missing or incorrect.
Recording discrepancies
You must record any stock-related discrepancies you identify by writing problems on the
delivery note or invoice, in front of the driver.
• Tick the items you accept (those that are in correct quantity and of good quality) on the
delivery documentation.
• Cross any missing items off the delivery documentation.
• Cross any items you reject off the delivery documentation. This includes damaged, spoiled
or otherwise deficient, unacceptable stock.
• Cross stock off even if it will be redelivered later. New documentation should accompany the
next delivery.
• Immediately note stock-related discrepancies (details of missing, deficient or excess items)
on the appropriate place on the delivery documentation.
Are the statements true or false?
7. You should check deliveries as soon as the driver leaves.

False
8. Write any problems on the delivery note or invoice itself.
True
9. If you accept an item, mark a cross against it on the delivery documentation.
False
10. Only cross off stock that won’t be redelivered.
False
23
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
This form is to be completed and used as a final record of student competency. All student submissions
including any associated checklists (if any) are to be attached to this cover sheet before placing on the
students file. Student results
are not to be entered onto the Student Database unless all relevant paperwork is completed and attached to
this form.
Student Name:
Student ID No:
Assessor Name:

Assessment Type: Case study
Assessor Feedback:
Assessor: I declare that I have conducted a fair, Student: I have received, discussed and
valid, reliable and flexible assessment with this accepted my result as above for this unit
student, and I have provided appropriate feedback. and I am aware of my appeal rights.
Date:........................................................................ Date:.........................................................................
24
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
ASSESSMENT METHOD 2 – CASE STUDY
Instructions to Students
1. This assessment requires the student to use the information to :

a. Create a customer profiles
b. Use this profile to provide tailored products and services
2. This assessment is consisted of 2 tasks. Student must complete all parts in this assessment
Task 1 –Develop customer profiles
Task 2 - –Provide personalised services
3. To be satisfactory in this assessment the student must demonstrate all the skills satisfactorily listed in the
marking guide
4. Assessor will go over the marking guide with student prior to the observation. This will allow students the
opportunity to ask questions and to better complete your assessment
5. Student must use suitable word processing software to complete this assessment. (E.g. MS Word)
6. Recommended font sizes of the document should range between 10 and 14 and font type should be as Calibri,
Arial, Times New Roman or Tahoma
7. Assessor will provide the soft copies of the templates to students to complete the tasks. Assessor will provide
you the soft copies of the templates.
8. You could complete this assessment in classroom, Computer lab or self-paced.
9. Student must spend approximately 8 hours to complete this assessment.
10. If the student do not understand a question. Student may ask from the assessor, however assessor cannot tell the
answer, but could re-word the question for the students
11. On completion, students are required to submit all the tasks to the assessor
12. Assessor will inform you the submission date
13. The additional and specific instructions are listed under each task
25
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
Task 1:Develop customer profiles
• You must first read the Scenario background information” document provided by your assessor and
the following additional information.
• Based on the information to the following, document your response
You are the new hotel manager at the Mayfell Hotel. You cannot believe that the hotel does not have a database of
customer information or at the very least, have customer profile information. This information is critical to cater for
customer needs.
There are a few things that must be changed, but creating a database of customer profiles is the priority.
1. Age?
List at least five 2. Gender?

types of
information you 3. Education?
could include in 4. Occupation?
the customer
profiles 5. Where do they live?
I’ll store the customer’s information in linked computer system which allows each
department access to the same information.
Explain the
technology you
will use to store
the customer
information in.
You must brief
with an example
of the technology
system
The linked system computers give the benefit of sharing the information of one
particular customer to all the other departments, in this way, all the other staff
members will be able to help this customer when he’ll be needing any sort of
Explain the features and the assistance.
benefits of using this
technology
26
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
Task 2: Provide personalised service
• You must first read the Scenario background information” document provided by your
assessor and the following additional information.
• Based on the information to the following, document your response
It has been a few months since you have created a database of customer profiles and each new
customer has been added.
You have used your database information to get anonymous feedback from the customers.
You have collated the information and this is the feedback you received.
 Room service finishes too early. It should go to at least 11pm.
 For these prices, we should be offering a porter service.
 The training equipment in the health club is out of date and there is not enough equipment
 A meals package should be included with the accommodation.
 You don’t have any package deals with local tours, festivals or events in the area.
Based on this feedback you would like to implement some changes to the hotel’s services to improve the customer
experience.
List the services you would like to provide I’ll try to give the customers all of the services that they have not been
for customers to develop the relationships receiving since a while, for example:
with the customers - I’ll expand the hours of room service till 11pm.
- A porter service will be provided for such prices.
- The equipment in health club would be renewed and all
the other equipment which are required there will be
added to it.
- With the accommodation, a meals package will also be
included.
- I’ll also arrange package deals with local tours, festivals
or events in the area to gain my customers.
List extras or add-ons you could introduce Extra add-ons are going to be the discounts, free complimentary gifts,
at the hotel to enhance the customer vouchers for kids for the gaming arena, complimentary refreshments at
experience the time of checking in.
The Mayfell Hotel is now The quality of food being offered has to become really good both, taste
affiliated with a major local wise and also quality wise. Also, it should be enough for the attendants
airline. Suggest add-ons that because they have to travel. The seat covers will be changed and a very
could be offered to the airline, to soft fabric would be used to make them for the comfort.
improve the customer satisfaction
List the extras or add-ons you The highlight of the add-ons would be the customer’s
can provide in the hotel’s preference. They are our business, and good food will easily
restaurant to improve the
attract them towards our hotel. So, increase in taste of certain
customer’s experience
regular food items on the menu will be done. Also, the chef’s
specials item on the menu will also be added to increase the
curiosity in the diners.
27
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
Use the information below to respond to the following
You are checking in a returning customer, Barry Biswell. From his customer profile you know the following
information.
 Contact phone numbers including mobile.

 It’s his birthday today.
 On the last visit he made a special request for newspaper delivery, extra pillows and a
room with a view.
 He also requested a shower stool on his last visit.
 At the restaurant he preferred his steak to be well done.
 He has breakfast and dinner in the restaurant each time he stays.
 He complained about the fact that housekeeping did not provide him with clean towels
each morning.
 He has never received a discount or special offer.
List what action could you 1.

take to ensure you give
Barry personalised service As
List at least three.
its
is
his
birt
hda
toda
y so
Bar
ry
is
goi
ng
to
28
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
hav
ea
25
off
on
the
rest
aura
nt
and
30
at
the
bar
and
the
me
mbe
rs at
the
bar
are
goi
ng
to
wis
29
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
h
him
hap
py
birt
hda
y.
2. A
sho
wer
stoo
wou
ld
be
add
ed
to
his
was
hro
om.
3. To make sure the house keeping provides him clean towels each morning.
How does When a customer gets personalized service, they become overwhelmed with the fact
providing that the hotel’s management is taking enough care of them and they start to love their
personalised stay at the hotel and in this way they’ll always keep coming back to the same hotel
service promote every time just to get those personalized services and to feel worthy.
repeat business?
What positive I’ll wish Barry a happy birthday and then will ask about how he’s doing and how he
communicatio has liked the visit this time at the hotel and were the things that were not good enough
n strategies the last time any better this time? And how he’s feeling with the overall experience that
will you use he has had with our extra enhanced customer service.
30
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
with Barry?
Explain how
this is
beneficial for
enhanced
customer
service?
What other add-ons The other add-ons that I can advise to Barry are the hot water pool experience at the
could you advise Barry roof-top as this is well liked by other customers as well. And since we have launched a
of? new flavour of steak in the restaurant so he should try it as he’s a fam of steaks.
You are checking - Leslie has two kids.

in a new customer. - Her request is for pillows and a cot for her toddler.
Her name is - She needs to know about kid friendly restaurants in the area.
Leslie.
Here is her
customer profile.
 Name and contact
details.
 She has two children,
aged six and two.  This is
her first visit.
 She has requested
extra pillows and a cot
for her toddler.
 She has asked about
kid friendly restaurants
and events in the area
 What different
needs will Leslie
have compared to
Barry.
You are thinking about Loyalty program would have a loyalty card for the customers and when
creating a loyalty program for they’ll become our loyalty card members, they’ll be given every sort of
the Mayfell Hotel. What type assistance and surprizing discounts in each of their next visit in future.
of loyalty program is suitable
for the hotel? Explain how it
would work.
31
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
To be complete by the
Assessor Case Study
Marking Guide
Did the learner successfully demonstrate satisfactor If not satisfactory please

evidence of their ability to do the y comment
following? Yes No
Determined customer preferences, needs and expectations.
Provided advice to customers about appropriate products

and services to meet their needs.
Offered extras and add-ons and provided tailored and

additional products and services.
32
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
Identified customer profiles to enhance service delivery.
Provided tailored products and services based on customer

profiles.
Identified various extras and add-ons to enhance the

customer experience.
Identified and explained a loyalty program.
Identified features and uses of a customer database.
Assessment Method 2- case study Scenario background

Information
The Mayfell Hotel is a four-star hotel located near a business district and 20 minutes from the local airport.
It has 56 rooms, ranging from standard Queen and King rooms to deluxe King suites and one Executive suite. Room
rates vary based on the type of room, its view (garden or forest) and height within the hotel (low, middle or high
floors).
If offers the following facilities.

Reception is open from 7.00 am to 11.00 pm with an after-hours bell for late arrivals. Guests can enter the
hotel afterhours through a side door in the entrance area using their room key.
The open foyer area has seating for meeting friends or conducting casual business meetings.
A coffee shop on the ground floor offers breakfast, snacks and full meals from 6.00 am to 9.00 pm, seven
days a week.
A fully licensed restaurant on the first floor has an international à la carte menu, and is open from 6.00 pm
to 10.00 pm, Wednesday to Sunday. Bookings are recommended, especially on Thursday to Saturday
nights.
Room service is available from 5.30 am to 9.00 pm. A menu is located in the guest rooms.
The health club on the first floor offers a range of basic, standard exercise and weight training equipment.
Guests can access this area using their room key from 6.00 am to 9.00 pm. 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 $5
per hour for visitors. It is accessed via a ramp to the left of the hotel’s driveway. Guests must obtain a
33
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
car park tag from reception after check- in to open the boom gate to enter and exit
the car park. Hotel lifts are located in the basement foyer and accessed using the room key.
The hotel offers unlimited WiFi to guests for an additional fee of $5 per day. Reception will issue written
instructions and access codes to guests on acceptance of the fee.
The business centre is available for guest use at any time via their room key. It offers free WiFi, colour
printing and scanning facilities, and writing materials and envelopes. Additional services, such as
binding of documents, are available during business hours through reception.
The hotel does not offer porter service. Customers are expected to transport their own luggage to and
from their rooms. Small trolleys are available to guests with extensive or heavy luggage. Guests are
expected to return the trolleys to reception once they have finished transporting their luggage.
The hotel does not currently maintain a database of customer information or customer profiles.
The hotel does not currently provide any information about tours, festivals and events in the area for
customers.
The hotel currently does not offer package deals with accommodation and meals, or packages with any
other affiliates in the local region.
The hotel currently does not have a loyalty program.
Business has been declining with a limited number of guests returning for another stay.

This form is to be completed and used as a final record of student competency. All student submissions
including any associated checklists (if any) are to be attached to this cover sheet before placing on the
students file. Student results
are not to be entered onto the Student Database unless all relevant paperwork is completed and attached to
this form.
Student Name:
Student ID No:
Assessor Name:

Assessment Type: Project
34
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
Assessor Feedback:
Assessor: I declare that I have conducted a fair, Student: I have received, discussed and
valid, reliable and flexible assessment with this accepted my result as above for this unit
student, and I have provided appropriate feedback. and I am aware of my appeal rights.
Date:........................................................................ Date:.........................................................................
ASSESSMENT METHOD 3-Project- Conduct Role-Plays
Instructions to students
• This assessment requires you to undertake 5 role-plays to demonstrate your ability to interact and communicate
with customers clearly and professionally when greeting and explaining products and services, and handling
problems or service issues.
You will also need to use conflict resolution techniques in a customer complaint situation
• You must read the background information to help you to respond to the situation according to the customer
service policy and procedure.
• You must perform these Role-plays in simulated industry environment organised by your assessor.
• Your assessor will group the students into pairs to perform the role-play or may organise participant
for you.
• Your assessor will organise the simulated environment and will inform the location prior to the
assessment
• Your assessor will provide the following resources to you to use during the assessment.
a. A table or desk to simulate the reception desk
b. Role-play background information (Mayfield Hotel Overview)
c. Brief introduction of the role of your partner
• Your assessor will brief you the desired outcomes of the role-play prior to commencing the activity.
• To become satisfactory in this assessment you must demonstrate all the skills listed on the
observation check list.
35
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
• Your assessor will go over the observation checklists with you prior to the assessment.
This will allow you the opportunity to ask questions and to better complete your assessment
• You will perform the role-plays for 5 days as given in the below table
36
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
• You must complete all the following Role plays
Role-Play No Simulated environment

Student Role to play Your partners role
Role-Play 1 You are a receptionist on A customer that required the products, assistance and information (External
Day 1 the front desk of the Front desk at a Hotel Customer)
Mayfell Hotel. Assessor will provide a copy of description of the role
Role-Play 2 A customer who has been staying with you for two days, Barry,
approaches the front desk. He looks red in the face and flustered.
You are a receptionist on He is obviously upset.
Day 2 the front desk of the Front desk at Mayfell hotel
Mayfell Hotel. (External Customer)
Assessor will provide a copy of description of the role
Role-Play 3 You are the hotel Front desk at Mayfell Unhappy customer
Day 3 manager at the Mayfell hotel (External Customer)
Hotel Assessor will provide a copy of description of the role
Role-Play 4 You are a receptionist Front desk at Mayfell Senior cook
Day 4 on the front desk of the hotel (Internal customer)
Mayfell Hotel Assessor will provide a copy of description of the role
Role-Play 5 You are In-charge of the Event department Even coordinator
catering for a three-day (Internal customer)
Day 5 conference at the Mayfell Assessor will provide a copy of description of the role
Hotel
• At the end of role-plays, you must complete a role-report for each scenario. You must use the template given in each Role-Pay.
• Write your answers clearly using blue or black pen only
• Ask your assessor, if you do not understand a question. Your assessor cannot tell you the answer he/she may be able to re-word the question for you.
33
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
SITXCCS007 Enhance the customer service experience Version:2.0
34
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
SITXCCS007 Enhance the customer service experience Version:2.0
• The following time frames have allocated for each role-play. You
must complete the role-plays on each day within these frames.
• Preparation time -1 Hours

Day 1 Role-play 1 • Conduct role-play – 15 to 20 minutes
• Complete the report – 25 minutes
Role-play 3 • Preparation time -1 Hours
Day 3 • Conduct role-play – 15 to 20 minutes
Role-play 4 • Preparation time -1 Hours
Day 4 • Conduct role-play – 15 to 20 minutes
• On completion, you are required to submit all the reports to your assessor
• Additional instructions are given in each role-play
40
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
Role-Play 1 – Day 1
Scenario -1
You are a receptionist on the front desk of the Mayfell Hotel. It’s Thursday. A customer arrives at
the hotel and approaches the front desk.
Your role is to greet the customer, establish their needs and provide appropriate products,
assistance and information Instructions to complete the Role-Play
1. Read the Mayfell Hotel overview in the Role-play background information prior to
commencing the role-play.
2. During the role-play, you are required to demonstrate the following skills and knowledge.
a. Make the customer a priority over other workplace duties.
b. Greet your customer in a polite and friendly manner.
c. Use questioning and listening techniques to determine the customer’s needs.
d. Explain and match products and services to the customer’s needs.
e. Seek feedback from the customer about the customer service they have received.
3. There have been new services which the hotel now offers that it didn’t before. You are to
ensure you refer to these.
4. Conduct the role-play with your partner.
5. Complete the Role-play Report 1
41
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
Role play report 1- Scenario 1
To be completed by the student at the end of the role-play/scenario
Partner’s name:
Scenario no 1
Location Mayfell Hotel – Front desk - Reception
Criteria List your responses to the criteria listed for this scenario
Take into consideration how the scenario played out and
what the final outcome was. Provide as much detail as
you can in the space provided
I was on my duty at the reception and was doing all the listing for today’s
check-ins and was really busy with that when this customer came. I had to
Briefly explain you made the stop what I was doing at the moment as the customer who was right in
customer a priority over your front of me was my priority at the very moment. And I asked him how I
other duties and
could help him.
responsibilities
I very warmly greeted the customer with a huge smile on the face as this
is exactly how we have to greet all of our customers. Then I asked him
How you greet the greeted how he was doing and from where he is and was this his first time in the
the customer and what was hotel. All of these questions while entering his answers as my data in the
the customer’s response. linked computer system. Luckily, his response was great and it was
showing through his attitude that he was already liking it here in the
hotel.
I asked him some questions related to his personal preferences like
anything he wants to be added in the washroom, anything he’d like to
What questioning and have in his room, any special need from the room service and any
listening techniques did you favourite thing for the breakfast that will be sent to his room in the
use to identify the customer’s
morning. When he started answering me I entered all of his likings in the
needs
computer right below his profile while nodding my head at him to show
that I am fully focused on what he’s saying.
All the demands and special needs of the customer were heard and then
fulfilled.
How did you able to the
match products and services He wanted scented candles to be placed in the bathroom, so the candles
to the customer‘s needs. were placed their and were lit before he could go inside the bathroom, he
Include the products and also wanted the curtains of his room to be light in weight and translucent
services you offered. so that day light can enter in his room and make him feel better for the
day.
I sent one of my co-workers in his room on the 3 rd day of his visit to ask
and check if there’s need of anything else. So, my co-worker went there
How did you able to get the and made a list of all the remaining things which he wanted to be fixed
feedback from the customer and also listed down all the feedback in the record.
about the customer service
you provided?
42
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
The customer was quite happy with the service
he has been receiving from 3 days, he was satisfied with the immediate
actions that were taken to fulfil his needs and the service that was
What was the customer provided by the hotel all in all.
feedback
Complimentary donuts in the breakfast were given to him from the next
morning of his stay. He has also been asked his favourite genre for movies
and music and cd for his type of music and movies has been given to him
How did you offer extras and as an add on.
add-ons to the customer
Feedback to candidate
Role-play 2 – Day 2
Scenario -2
You are a receptionist on the front desk of the Mayfell Hotel. The hotel is filled with
people attending two major events – a conference which is held within the hotel, as well
as a concert for a well-known musician.
A customer who has been staying with you for two days, Barry, approaches the front
desk. He looks red in the face and flustered. He is obviously upset.
Your role is to greet him, listen to his issue and find a possible solution for his problem. You
must follow the customer complaints policy listed in the Role-play background information
43
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
Instructions to complete the Role- Play
1. Read the Role-play background information prior to commencing the roleplay.
• Use conflict resolution techniques.
• Prevent escalation.
• Refer to complaints-handling policy.
• Identify ways to compensate dissatisfied customers according to customer complaints
policy.

To be completed by the learner at the end of the role-play/scenario
Partner’s name:
Scenario no 2
Place of the conflict situation
Mayfell Hotel – Front desk - Reception
Criteria List your responses to the criteria listed for this scenario Take into
consideration how the scenario played out and what the final outcome was.
Provide as much detail as you can in the space provided
44
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
- Using the strategy of "accommodating" to
resolve conflict essentially involves taking steps to satisfy the other
party's concerns or demands at the expense of your own needs or
desires.
List three conflict resolution - The strategy of "compromising" involves finding an acceptable
techniques you use in this resolution that will partly, but not entirely, satisfy the concerns of all
situation parties involved.
- Using "collaborating" involves finding a solution that entirely
satisfies the concerns of all involved parties.
- Although, when Barry came to the reception, he was filled with

anger, his face could tell as it was red.
- I tried to stay calm and listen to his dispute the entire time he was
shouting at me.
- Then I gave him a bottle of water and made him sit down and
How did you prevent
explained to him the situation that was going on;.
escalating the issue
- I told him that the other party is having a concert here that is why
all the noise. But I also promised him that the management of the
hotel will talk to the other party and ask them to slow down a bit.
- All of this talking of mine made a bit relaxed and he was finally
calm. And this is how the issue was prevented to be escalated.
According to the customer complaints policy, some of the acceptable ways
According to the customer to compensate customers who have an issue were:
complaints policy, what are - Respond don't react. As difficult as it can be you must put your
some acceptable ways to emotions aside.
compensate customers who - Listen Actively.
have an issue - Hold yourself, team and business accountable. And follow up as
quickly as possible.
- Costs and budgets.
- Policy and procedures.
What factors do you need to - Profitable of the sale.
consider when compensating
customers.
List at least 3.
Satisfactory Not Satisfactory
Student signature: Date:
45
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
This signature confirms that the student satisfactory completed the Role-Play Report -2
Assessor signature: Date:
Scenario 3
The hotel receptionist has referred a customer complaint to you. You are unsure of the incident
but the customer is demanding to speak to you, as they have been unhappy with the response
from hotel reception. It is regarding overcharging
Instructions to complete the Role-Play

1. Read the Role-play background information prior to commencing the roleplay.
• Use conflict resolution techniques.
• Prevent escalation.
• Refer to complaints-handling policy.
• Identify ways to compensate dissatisfied customers according to customer complaints
policy.
• Explain the complaints procedure to the customer so that they are aware of the process.
3. Ask for feedback on the complaints resolution process

Partner’s name:
Scenario no 3
Place of the conflict situation
Front office
Criteria List your responses to the criteria listed for this scenario
Take into consideration how the scenario played out and
what the final outcome was. Provide as much detail as
you can in the space provided
46
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
Firstly, I’ll try to solve the issue on my own, since it
already has been passed to me by the receptionist. But still if the situation
If you are unable to handle would not come under my control then I’d report about it to the head of
this situation, who would you the department, who takes cares of the guests and their stays.
report the issue to
It’s very important to seek feedback because it plays an important role in

Why is it important to seek telling us about how the organisation and all the other staff members and
feedback from customers people related to it are working. How the products are doing our
about the delivery of customers’ benefit and how all the other services of our hotel are working
customer service and
and how are our customers liking it and if there’s any more room for
processes used to resolve
problems and issues improvement in any area.
Yes, the cause and outcomes should definitely be discussed with hotel
reception staff as it will make them aware of what they’re going to do the
Should the cause and
outcomes of this issue next time and how they’re going to behave, if any of this situation
be discussed with hotel happens again. Also, this will be a new thing for them to learn regarding
reception staff? the customer service experience.
Why/Why not?
Student signature: Date:
This signature confirms that the student satisfactory completed the Role-Play Report -3
Scenario -4
47
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
You work as a receptionist on the front desk of the Mayfell Hotel. One of the senior cooks
from the hotel’s restaurant approaches you in the office area behind the front desk. You don’t know this employee
and have never spoken to them before. They ask you for details about a phone call that you did not make and don’t
know anything about. It’s 4.00 pm and you started work at 3.00 pm. The morning shift finished at 3.30 pm and has
departed for the day. In this role-play you are providing customer service to an internal customer.
1. Read the Role-play background information prior to commencing the role-play.
2. Once you have assisted the customer and rectified or referred their problem, seek feedback
from your customer about the quality of customer service provided and resolution process
used.
3. During this role-play, you are required to demonstrate the following skills and knowledge.
• Greet your customer in a polite and friendly manner.
• Use questioning and listening techniques to determine the customer’s needs or concerns.
• Based on the job role, identify if you are unable to meet the needs of the customer, and seek
assistance from others, if necessary.
• Recognise and resolve customer problems or delays and deficiencies in customer service.
• Rectify problems, delays or deficiencies to customer satisfaction in line with own level of
responsibility.
• If necessary, refer service issues to a higher-level staff member for action in line with
organisational procedures, when necessary.
• Seek informal feedback from customers.

Complete the Role-play Report 4

Partner’s name:
Scenario no 4
Place of the conflict situation Mayfell Hotel – Front desk - Reception
consideration how the scenario played out and what the final outcome
was. Provide as much detail as you can in the space provided
48
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
- Communicate clearly and often
- Talk face-to-face or by phone instead of using e-mail
- Conduct department-to-department development meetings so
What customer service strategies that people can ask each other for information, clarification and
do you use with internal customers process refinement.
If I’d be unable to handle this situation, then I would report about it to

my manager and tell him in detail about what discussion has took
If you are unable to handle this
place between me and the other internal customer.
situation, who would you report
the issue to?
Why is it important to seek Just as it is important to receive feedback from external customers, it
feedback from internal is equally important to get feedback from the internal customers. As
customers about the delivery of from them, the report of delivery of customer service and processes
customer service and will be received and from them we’ll know our areas in which we can
processes used to resolve make any sort of improvement. Their feedback values a lot because
problems and issues? they are the ones who work in the same organisation as ours and are
used to of the same environment.
Should the cause and Yes, I think that these issues should be discussed with the hotel
outcomes of this issue be manager and the senior manager as it is better to acknowledge them
discussed with the hotel about each and every issue. So that if anything more worse takes place
manager or senior manager? in the future, then they’ll at least have some background story of the
Why/why not? situation.
The feedback of the internal customers should be kept in mind for the
next time, so that this kind of issue doesn’t take place in the first place
What action could be taken to and secondly, if this happens then try to resolve the issue as soon as
prevent thiAs issue from possible and acknowledge the manager and the senior manager.
occurring again
49
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
50
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
Scenario -5
You are in charge of the catering for a three-day conference at the Mayfell Hotel. It is your job to
ensure that quality and quantity of food is sufficient for the attendees and conference
organisers. You also need to ensure that all dietary requirements have been met. You
liaise with the chef and the event coordinator to ensure the chef has all the necessary
details they need for the catering of the event. You also deal with any issues regarding
the catering. Any issues that you cannot resolve are referred to the event coordinator or
in extreme cases the hotel manager.
As far as you are aware, for this conference there are 120 people attending and catering
has been ordered for that number of attendees.
The event coordinator is approaching you and it looks like there might be an issue. You
are providing customer service for an internal customer.
1. Read the role-play background information prior to commencing the roleplay.
2. Deal with the situation and outline what steps you will take to resolve it.
3. Once you have assisted the internal customer and rectified or referred their problem, seek
feedback from your internal customer about the quality of customer service provided and the
resolution process used.
4. During this role-play, you are required to demonstrate the following skills and knowledge.
• Greet your internal customer in a polite and friendly manner.
• Use questioning and listening techniques to determine the internal customer’s needs or
concerns.
• Based on the job role, identify if you are unable to meet the needs of the customer, and seek
assistance from others, if necessary.
• Recognise and resolve customer problems or delays and deficiencies in customer service.
• Rectify problems, delays or deficiencies to customer satisfaction in line with own level of
responsibility.
• If necessary, refer service issues to a higher-level staff member for action in line with
organisational procedures, when necessary.
• Explain what actions could be taken to ensure this does not happen again.
• Seek informal feedback from customers.

51
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
Partner’s name:
Scenario no 5
Place of the conflict situation Mayfell Hotel –Event coordination office
consideration how the scenario played out and what the final outcome
was. Provide as much detail as you can in the space provided
If this issue was not resolved then I would inform about it to the
manager and the event coordinator as they will give me better options
If this issue was not resolved, to solve the problem immediately and what things I should do to
what other appropriate action resolve the issue. But the important thing is to take responsibility and
would you take apologize
Teams that communicate complete projects in a quicker and more

efficient amount of time than others. Effective communication also
allows team members to understand their roles and the roles of
Why is it important to liaise
everyone else on the team. It also gives room for understanding among
appropriately with team the team members for what needs to be done.
members
The next time cater food for the attendees +1 for each guest of the
attendees.
What actions could employees
at Mayfell Hotel take to ensure
this situation does not occur
again
Candidate signature: Date:
This signature confirms that the student has satisfactory completed the Role-Play Report -5
ASSESSMENT METHOD 3- PROJECT
ROLE-PLAY BACKGROUND INFORMATION

The Mayfell Hotel is a four-star hotel located near a business district and 20 minutes from the local airport.
52
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
It has 56 rooms, ranging from standard Queen and King rooms to deluxe King suites and one Executive suite. Room
rates vary based on the type of room, its view (garden or forest) and height within the hotel (low, middle or high
floors).
If offers the following facilities.
Reception is open from 7.00 am to 11.00 pm with an after-hours bell for late arrivals. Guests can enter the
hotel afterhours through a side door in the entrance area using their room key.
The open foyer area has seating for meeting friends or conducting casual business meetings.
A c^&days a week.
A fully licensed restaurant on the first floor has an international à la carte menu, and is open from 6.00 pm
to 10.00 pm, Wednesday to Sunday. Bookings are recommended, especially on Thursday to Saturday
nights.
Room service is available from 5.30 am to 9.00 pm. A menu is located in the guest rooms.
The health club on the first floor offers a range of basic, standard exercise and weight training equipment.
Guests can access this area using their room key from 6.00 am to 9.00 pm. 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 $5 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 located in the basement foyer and accessed using the room key.
The hotel offers unlimited WiFi to guests for an additional fee of $5 per day. Reception will issue written
instructions and access codes to guests on acceptance of the fee.
The business centre is available for guest use at any time via their room key. It offers free WiFi, colour
printing and scanning facilities, and writing materials and envelopes. Additional services, such as
binding of documents, are available during business hours through reception.
The hotel previously did not but now offers porter service.
The hotel has a new database of customer information or customer profiles which has been in use for the
past three months.
The hotel has recently added the service of providing information about tours, festivals and events in the
area for customers.
The hotel has new package deals with accommodation and meals.
The hotel now has packages with other affiliates in the local region, such as a local winery.
The hotel has started a new loyalty program.
Business has been increasing with the new initiatives that have been launched.
Mayfell Hotel customer service policy

Mayfell Hotel seeks to maintain and enhance our reputation of providing you with high-quality products and
services. We value complaints as they assist us to improve our products, services and customer service.
We aim to create an environment where the customer knows that their satisfaction is the most important thing to us.
Our service to clients and the general community reflects our vision to be the best serviced hotel in our region.
To meet high quality service standards we will:
 Be polite, friendly and welcoming when we communicate – in person, when writing, by phone,
fax or email.
 Acknowledge customers by name.
 Provide appropriate personalised service to meet customer needs.
 Act with honesty and integrity with customers and their needs.
53
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
 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.
 Protect the confidentiality of information.
 Dress appropriately according to the organisation’s dress code.
 Maintain a clean and safe environment for co-workers and customers.  Maintain the highest
service delivery standards.
Customer complaints
Mayfell Hotel is committed to being responsive to the needs and concerns of our customers or potential customers
and to resolving your complaint as quickly as possible.
This policy has been designed to provide guidance to both our customers and staff on the manner in which Mayfell
Hotel receives and manages a customer complaint. We are committed to being consistent, fair and impartial when
handling a customer complaint.
The objective of this policy is to ensure:
Customers and team members are aware of our complaint lodgement and handling processes.
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.
We take reasonable steps to actively protect any personal information.
A customer complaint is considered on its merits taking into account individual circumstances and needs.
Definition of a complaint
In this policy a complaint means an expression of dissatisfaction by a customer relating to service provided by us.
How a complaint can be made

If you are dissatisfied with a service provided by us, you should in the first instance consider speaking directly with
the staff member/s you have been dealing with. If you are uncomfortable with this or consider the relevant staff
member is unable to address your concerns, you can lodge a complaint with us in one of the following ways:
 By completing a feedback form on our website
 By telephoning us
 By writing to us
 By emailing us
 In person by speaking to any of our customer service staff
If we receive your complaint verbally and we consider it appropriate, we may ask you to put your complaint in
writing.
The information customers need to tell us

When we are investigating your complaint we will be relying on information provided by you and
information we may already be holding. We may need to contact you to clarify details or request
additional information where necessary. To help us investigate your complaint quickly and
efficiently we will ask you for the following information:
Your name and contact details
54
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
The name of the person you have been dealing with about your
accommodation needs. The nature of the complaint
Details of any steps you have already taken to resolve the complaint
Details of conversations you may have had with us that may be relevant to your complaint Copies
of any documentation which supports your complaint.
Help when making a complaint

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 – Robert Poseck

0888 888 888
Robert.poseck@mayfellhotel.com
Recording complaints
When taking a complaint, we will record your name and contact details. We will also record all details of your
complaint, including the facts and the cause/s of your complaint, the outcome and any actions taken following the
investigation of your complaint. We will also record all dates and times relating to actions taken to resolve the
complaint and communications between us.
As part of our ongoing improvement plan, complaints will be monitored for any identifying trends by management
and rectification/remedial action taken to mitigate any identified issues.
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.
Where a third-party travel supplier such as a tour operator, was involved in your travel services, we may be required
to speak with them to fully investigate your complaint.
Feedback to customers
Mayfell Hotel is committed to resolving your issues at the first point of contact, however, this will not be possible in
all circumstances, in which case a more formal complaints process will be followed.
We will acknowledge receipt of your complaint within three (3) business days. Once your complaint has been
received, we will undertake an initial review of your complaint.
There may be circumstances during the initial review or investigation of your complaint where we may need to
clarify certain aspects of your complaint or request additional documentation from you. In such circumstances we
will explain the purpose of seeking clarification or additional documentation and provide you with feedback on the
status of your complaint at that time.
We are committed to resolving your complaint within ten (10) 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 in a
position 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.
55
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
If we have sought clarification or additional documentation from you and we are waiting on you to provide this
information, we may not be able to meet our ten business day finalisation commitment. In such circumstances upon
receipt of your clarification or additional documentation we will indicate to you when we expect to be able to finalise
your complaint.
Once we have finalised 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.
You have the right to make enquiries about the current status of your complaint at any time by contacting us.
Our six-point complaint process

1. We acknowledge
Within three business days of receiving your complaint we will acknowledge receipt of your complaint.
2. We review
We undertake an initial review of your complaint and determine what, if any, additional information or
documentation may be required to complete an investigation. We may need to contact you to clarify details or
request additional information where necessary.
3. We investigate
Within ten business days of receiving your complaint we will investigate your complaint objectively and
impartially, by considering the information you have provided us, our actions in relation to your dealings with
us and any other information which may be available, that could assist us in investigating your complaint.
4. We respond
Following our investigation, we will notify you of our findings and any actions we may have taken in regards
to your complaint.
5. We take action
Where appropriate we amend our business practices or policies.
6. We record
We will record your complaint for continuous improvement processes and monitoring through regular review.
Your personal information will be recorded in accordance with relevant privacy legislation.
Our complaint escalation process

Where possible, we will attempt to resolve your complaint at the first point of contact. If we are unable to
resolve your complaint at the first point of contact, we will undertake an investigation of your complaint
and provide you with our findings.
If you are not satisfied with how your complaint has been handled, or the resolution provided by us, you
can request us to escalate your complaint to the Hoteliers Association for independent external review
under the Hoteliers Association Accreditation Scheme (HAAS)**.
HAAS’ approach will be to attempt to resolve your complaint through consultation, by working with both
you and us, to determine the relevant facts and establish a common ground. HAAS will remain open
and impartial throughout the consultative process and consider your complaint and our actions, in
attempting to resolve your complaint on their merits.
If you are not satisfied with the outcome of the HAAS consultation process, they will escalate your
complaint onto the relevant independent consumer affairs department.
The consumer affairs body will investigate your complaint and our actions in regards 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.
56
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
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.
Four-tier escalation process
•Our staff are empowered to resolve complaints wherever possible at first contact.
1. First contact
resolution
•If you are not satisfied with our first contact response you can request us to escalate your
complaint. We will then investigate your complaint and consider all relevant information
surrounding the complaint and inform you of our findings.
2. Investigation
•If you indicate that you are not satisfied with the outcome of our investigation we will refer the
matter to HAAS for an independent review.
•They will attempt to resolve the matter through consultation with you and us.
3. External review
•If you are not satisfied with the outcome of the HAAS review, you can refer your complaint to your
relevant state or territory consumer protection agency.
4. External •You have the right to make a complaint directly to your respective state or territory consumer
consumer affairsaffairs agency at any time throughout the complaint handling process.
review
Customer rights under consumer law

Customers reserve the right to refer your complaint to your relevant federal, state or territory
consumer affairs agency at any time.
Compensation to customers
Our staff are empowered to provide compensation to customers to avoid further escalation.
This compensation includes:
Free meals and beverages at the hotel restaurant

Discounted accommodation
No charge for accommodation (refer to manager for approval)
Free venue/event tickets with affiliates
57
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
Voucher for next stay with the hotel
Free upgraded room
If unsure, staff are encouraged to refer to the hotel manager for further information or approval. Compensation needs
to be relevant to the extent of the customer issue.
ASSESSMENT METHOD 3Project –Conduct Role-plays

Observation check lists
Instructions to Assessors
1. To become satisfactory in this assessment student must completed the 5 Role-plays

successfully as per the observation check lists
2. Role-plays are to be conduct in simulated environments. Assessor must organise the
simulated environments as follows prior to the assessments .
3. Assessor must provide a copy of “Role-Play participant roles” document to each participant.
4.
Role-Play Student Role to play Simulated Student’s partners role
No environment
Role-Play 1 You are a receptionist on A customer that required
the front desk of the Mayfell the products, assistance
Front desk at a Hotel
Hotel. and information
(External Customer)
Role-Play 2 A customer who has
been staying with you for
Day 1 two days, Barry,
You are a receptionist on approaches the front
Front desk at Mayfell
the front desk of the Mayfell
hotel
desk. He looks red in the
Hotel. face and flustered. He is
obviously upset.
(External Customer)
Role-Play 3 You are the hotel manager Front desk at Mayfell Unhappy customer
at the Mayfell Hotel hotel (External Customer)
Day 2 Role-Play 4 You are a receptionist on Front desk at Mayfell Senior cook
the front desk of the Mayfell hotel (Internal customer)
Hotel
Role-Play 5 You are In-charge of the Event department Even coordinator
catering for a three-day (Internal customer)
Day 3 conference at the Mayfell
Hotel
5. Assessor must provide the role-play background information sheet to the students prior to the
assessment.
58
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
6. Assessor must allocate the timeframes as follows. Assessor could amend the durations within a
reasonable timeframe, however must inform to the students in advance about the amendments.
Preparation time -1 Hours
Role-play 1 Conduct role-play – 15 to 20 minutes
Complete the report – 25 minutes
Day 1
Role-play 2 Conduct role-play – 15 to 20 minutes
Role-play 3 Preparation time -1 Hours
Conduct role-play – 15 to 20 minutes
Day 2
Role-play 4 Preparation time -1 Hours
Conduct role-play – 15 to 20 minutes
Day 3 Role-play 5 Conduct role-play – 15 to 20 minutes
7. Observe each of the steps below when the candidate is demonstrating this skill during the
roleplay/scenario and tick the appropriate box indicating that they have completed the step.
8. If the candidate misses a step then the assessor is to explain the step missed and the candidate
repeats that part of the skill. The assessor can make comments as appropriate. You will also take into
consideration the role-play report when gauging the students understanding of this unit.
9. Assessor could get Assistant from another assessor to conduct this assessment.
10. Refer to the Assessor Marking Guide for guidelines on gathering evidence and a list of key points for
each activity observed.
11. Assessor must go over the observation check lists with the students prior to the assessment. This will
allow student the opportunity to ask questions and to better complete their assessment 12. Assessor
must gather the relevant assessment documents at the end of each day.
59
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
To be completed by the assessors
Role-play Scenario 1- Day 1
60
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
61
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
Give the customer body space they need and not to
interrupt them when they speak ☐
Asked questions and actively listened to customer’s

responses to find out what they want.
Ask the right question from the customer☐
Explain to the customer about the products and

services after identifying their needs ☐
Observe the customers ☐
Identified customer preferences and provided

effective customer service.
Match the products and services with the customer

preferences ☐
Communicate with the customer about the

personalized services issued ☐
Liaise the customer preferences with the term to

enhance the quality of service ☐
If not satisfactory please

Y N
comments
Explained the additional services now

provided by the hotel.
Offer up-selling to the customer ☐
Communicate with the customer about extras

and add – ons ☐
Asked for feedback from the customer.
Get feedback from the customer ☐
Communicate the customer feedback

internally ☐
62
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
Space left blank for question that may arise during the observation process. Refer to the elements and criteria for
provided with this assessment pack
Feedback to
candidate
Satisfactory Non-Satisfactory
Student signature:
This signature confirms that the candidate has demonstrated competence through the
actions they have performed.
Assessor signature:
63
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
Role-play Scenario 2 – Day 2
64
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
Show empathy ☐
Identified an appropriate way to compensate

customer according to the customer service policy
Consider the needs of the customer ☐
Financial constraints of the organization ☐
Refer the solution to a superior ☐ Profitability
of the sale ☐
Showed awareness of complaints-handling

process.
Identify and confirm the problem ☐
Consult the customer to seek solutions☐
Refer the complaint handling process and explain
the course of action the customer ☐
Seek customer approval and follow up with the
customer ☐
Record the incident ☐

65
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
66
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
Follow the complaint handling process ☐
Provide internal feedback ☐
Is aware of special needs, customs and

practices of various social and cultural
groups.
Respect the customers social and cultural needs

☐
Not to use any language that will offensive to the

customer ☐
Resolve the matter with in the time frame so the

customer can attend his social and cultural
needs ☐
Acknowledged that it was the hotel’s

mistake and apologised.
Confirm the facts about the complaint ☐
Acknowledge the mistake and take responsibility

☐
Apologize to customer ☐
Rectified the problem to the customer’s

satisfaction in line with their level of
responsibility as hotel manager.
Take into account organizational constraints

when resolving the issue ☐
Explain the action planning to take to the

customer ☐
Seek customer approval for the course of action

☐
Explained the organisation’s customer

complaints policy.
Explained the organization compliant handling

procedure to customer ☐
Take agreed action ☐
Follow up with the customer ☐
Asked for feedback on the complaints

resolution process. Record the incident ☐
67
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
Feedback to
candidate
This signature confirms candidate agreement that the above record is a true reflection of their skills.
Student signature:
This signature confirms that the candidate has demonstrated competence through the actions they have
performed.
Assessor signature:
68
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
69
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
Use soft skill such when
communicating with internal
customer ☐
Provided professional
customer service
experience for internal
customer.
Be responsive to the concerns ☐
Always be professional and

helpful ☐
Deal with matter in a timely

efficient way ☐
Identified personal limitations

when meeting the needs of
internal customer.
Unable to access all the

information need during the time
frame ☐
Breakdowns in communication
with in organization ☐
Sought assistance from others

when confronted with a
customer service task outside
their personal limitations.
Ensure all the communication is

documented ☐
Liaise and share customer

information with the team and
manager ☐
70
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
Recognised and resolved a
routine customer problem
according to own level of
responsibility and
organisational policy and
procedures.
Understand the internal customer

problem ☐
Seek approval of a senior staff

member or a manager of the
solution ☐
71
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
72
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
73
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
Outlined steps they would take to rectify
the situation.
Identify if there is a communication gap ☐
Double check all the information provided ☐
Offer solution to rectify the matter in a timely

and efficient way ☐
Refer the issue to senior staff member ☐
Identified personal limitations when

meeting the needs of internal customer.
Not having access to enough resources ☐
Time limitations ☐
Sought assistance from others when

confronted with a customer service task
outside their personal limitations.
Maximize the use of available resources ☐
Sought feedback from internal customer

on whether their response was
acceptable.
Communicate the solution with the internal

customer ☐
Ask for internal customer feedback ☐
Liaised with team members and suppliers

to ensure efficient service delivery.
Enhance the relationship with the team

members ☐
Helps to identify the rectify the problem of

products and services ☐
Ensure the team provides efficient service ☐
Helps management adjust the current

practices to improve customer satisfaction in
the future ☐
74
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
Provided internal feedback on what action
to take in order to avoid future occurrence.
Everything should be documented ☐
Feedback to
candidate
This signature confirms candidate agreement that the above record is a true reflection of their skills.
Candidate signature:
This signature confirms that the candidate has demonstrated competence through the actions they have
performed.
Assessor signature:
75
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0
END OF ASSESSMENT
76
ABN 13 616 496 596. RTO 45461 CRICOS 03742D
Version:2.0

SITXCCS007 Enhance The Customer Service Experience

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

SITXCCS007 Enhance The Customer Service Experience

Uploaded by

Copyright:

Available Formats

Assessment Outcome Form

UNIT NAME Enhance the customer service experience

Assessment: (as applicable) Student Results:

1.Multiple Choice Question

2.Practical observation Satisfactory Satisfactory Not Yet Satisfactory Not Completed

Overall, the candidate was assessed as:(Attempt-1)

Re-assessment outcome(Attempt-2) Date:

Feedback to candidate on overall performance during assessment ( If not competent) :

The candidate requires the following skill development before re-assessment:

The candidate has been provided with Name of Assessor:

Course Code: SIT50416 Course Title: DIPLOMA OF HOSPITALITY MANAGEMENT

Unit Code: SITXCCS007

Unit Title: Enhance the customer service experience

Please attach the following documentation to this form Outcome

ASSESSMENT METHOD 1 –Written Assignment

SECTION 1: provide a quality service experience to customers

- Know what your customers consider to be good customer service.

- Ask them how you can be best in assistance.

- Give accurate verbal descriptions of menu items and prices.

- Let them know when there’s an obstacle or steps to navigate.

It depends on the degree on hearing impairment.

- Use plain language.

- Cook and meat-based product separately to non-meat products.

 Backing away from you

 Making eye contact with you from a distance

8. Are the following questions open, closed or reflective?

 What type of holiday are you looking for?

- Be attentive and give your customers full attention.

10. List six types of external customers.

- Suppliers and retailers.

11. List four types of internal customers.

12. Describe the difference between a product and a service.

- Just make sure they’re heard.

- Ensures the team gives quality service.

SECTION 2: proactively respond to difficult service situations.

- Difficult or demanding customers.

- Call a meeting that and involve my staff.

4. Briefly explain how you can anticipate delays in product provision.

The gelatine-free cake is all gone. Suggest alternative gelatine-free desserts.

50% and 25% refund will still allow us to make a profit.

- Minimises customer complaints.

Formal method of collecting feedback:

- Customer feedback surveys.

Informal method of collecting feedback:

SECTION 3: resolve customer complaints

- Use the right language.

Establishing eye contact

Giving customers the body space they need

Pointing with your index finger

Guiding people with an open hand

Crossing your arms

Patting an Indian child on the head

Step1: Identify and confirm the problem.

12. State four reasons to provide internal feedback on complaints.

- To ensure organisation maintain high standards.

14. Describe six communication skills to use when suggesting improvements.

- Loyalty cards with built-in rewards, points, advantages, discounts, etc.

3. List ten ways to establish rapport with customers.

- Names and contact details.

Linked computer system:

- Read manufacturer’s and product manuals.

Are the statements true or false?

7. You should check deliveries as soon as the driver leaves.