25 - SITXCCS008 Student Version

Student Name: mandeep singh
Student ID: SAE 4869
Assessment Summary
SITXCCS008–Develop and manage quality
Unit Details
customer service practices
This is a summative assessment, which requires

Assessment Type each student to have adequate practice prior
to undertaking this assessment
Assessment 1 Written Questions
Assessment Methods Project/Role-

Assessment 2
play/Demonstration
Assessment 3 Demonstration/Project
Version: 4.0 Acumen Education Pty Ltd © Page 1 of 70

Assessment Tool | SITXCCS008
Contents
Assessment information................................................................................................. 4
Purpose........................................................................................................................ 4
Unit description ......................................................................................................... 4
Key competencies ................................................................................................... 4
Foundation skills ........................................................................................................ 4
Performance evidence .......................................................................................... 5
Knowledge evidence ............................................................................................. 5
Assessment Conditions............................................................................................ 6
Pre-requisites .............................................................................................................. 7
Terminology used ..................................................................................................... 7
Completing the assessments/Expectations ...................................................... 7
Assessment ................................................................................................................. 7
Summary of assessment methods and tasks .................................................... 8
Instructions: ................................................................................................................. 8
Required resources .................................................................................................. 9
Reasonable adjustment ......................................................................................... 9
Plagiarism policy ....................................................................................................... 9
Academic appeals ................................................................................................. 9
Reassessment process.......................................................................................... 10
Assessment records ............................................................................................... 11
Declaration ............................................................................................................. 11
Assessment submissions and contact details ................................................ 11
ASSESSMENT COVER SHEET ........................................................................................................ 12
Assessment 1 – Written Questions............................................................................................ 14
Instructions for Students: ...................................................................................... 14
Assessment 2 – Project/ Role-play observation ................................................... 40
Instructions for Students: ............................................................................................................ 40
Resources required for assessment......................................................................................... 41
Task1: Research customer services requirements .............................................................. 42
Performance Checklist and Assessment Outcome – Assessment 2, Task1 ................. 44
Task 2: Draft customer service policy ..................................................................................... 45
Role Play Observation Checklist and Assessment Outcome – Assessment 2, Task 246
Task 3 – Draft customer service policy ................................................................................... 48
Performance Checklist and Assessment Outcome – Assessment 2, Task 3 ................ 49
Task 4: Communicate policy changes to colleagues ...................................................... 50
Assessment 3 –Demonstration/Role-play observation ...................................................... 52

Instructions for Students: ............................................................................................................ 52
Assessment 3 – Demonstration ................................................................................................. 54
Task 1 – Observation/Role-play ............................................................................................... 54
Role-play/Practical Observation Checklist and Assessment Outcome: Assessment
3, Task1 ............................................................................................................................................ 56
Task 2: Role play – de-brief with group .................................................................................. 59
Task 3: Policy revision .................................................................................................................. 61
Appendices ................................................................................................................................... 63
Appendix A- Customer and Employee Survey Results ..................................................... 63
Appendix B – Acumen Restaurant Customer Service Policy and Procedure ........... 65
Appendix C – Email Template ................................................................................................. 69
Appendix D – Customer Service Evaluation Report Template ....................................... 70

Assessment information
Purpose This document represents the main assessment instrument for the unit of
competency SITXCCS008–Develop and manage quality customer service
practices
Unit description This unit describes the performance outcomes, skills and knowledge
required to develop, monitor and adjust customer service practices. It
requires the ability to consult with colleagues and customers, develop
policies and procedures for quality service provision, and manage the
delivery of customer service.
The unit applies to senior managers who operate independently, have

responsibility for others and are responsible for making a range of
operational and strategic decisions.
This includes individuals working in a range of tourism, travel, hospitality and

event contexts and to any small, medium or large organisation.
No occupational licensing, certification or specific legislative requirements

apply to this unit at the time of publication.
Key 1. Develop quality customer service practices
competencies 2. Manage delivery of quality service
3. Monitor and adjust customer service
Foundation skills Reading skills to: Interpret customer service surveys and unfamiliar
complex documents on current industry trends and
changes that affect service delivery.
Research customer service requirements.

Writing skills to: Produce comprehensive yet easily accessible policies
and procedures that provide service expectations.
Oral Discuss customer service needs with staff and
communication customers.
skills to:
Numeracy skills to: Calculate and interpret customer satisfaction statistics
and business performance data.
Learning skills to: Contribute to change management in workplace
customer service.
Problem solving Allow for a rational and logical evaluation of the
skills to: characteristics and needs of the organisation in order
to design tailored customer service practices.
Planning and Plan for, establish and regularly monitor all components
organising skills to: of the customer service system.
Self-management Take responsibility for customer service outcomes.

skills to:

Technology skills Use software to analyse customer satisfaction data.

to:
Performance Evidence of the ability to:
evidence • research and develop customer service policies and procedures for at
least three different areas of the business that meet industry standards
• implement and monitor practices for quality customer service in line with
above policies and procedures over four service periods
• evaluate practices for quality service provision and identify any failings
• review policies and procedures, adjust as necessary, and communicate
any new practices to staff
Knowledge • principles of quality customer service
evidence • specific industry sector:
o professional service standards for service industry personnel
o attitudes and attributes expected by the service industries to work with
customers
• roles and responsibilities of management, supervisors and operational
personnel in providing quality service
• sources of information on current service trends and changes that affect
service delivery
• internal and external environmental changes and their effect on
planning for quality customer service:
o changes in the competitive environment
o economic climate
o introduction of new technologies or equipment
o management changes and organisational restructures
o recruitment practices
o trends in customer service preferences
• methods of formal and informal customer research:
o analysis of competitive environment and industry service trends
o customer service surveys
o customer focus groups
o qualitative or quantitative research
o seeking feedback from service delivery colleagues
o questioning customers
• methods of implementing quality service provision:
o developing, implementing and monitoring customer service policies
and procedures
o involving staff in the development of customer service practices
o evaluating staff and customer feedback
• methods of assessing the effectiveness of customer service practices:
o examining overall business performance
o monitoring the ongoing effectiveness of:
 staff in meeting customer service standards
 policies and procedures in explaining practices
o reviewing numbers and nature of:

 complaints
 disputes
 responses of customers
o reviewing customer satisfaction survey statistics
• methods of obtaining feedback from customers:
o customer service discussions with employees during the course of
each business day
o discussions with customers
o formal customer interviews
o regular staff meetings that involve service discussions
o seeking staff suggestions for content of customer service policies and
procedures
o surveys of internal customers, external customers and staff
o improvements suggested by:
 customers involved in complaints or disputes
 suppliers
 staff, supervisors and managers
• industry schemes, accreditation schemes and codes of conduct aimed
at improving customer service
• areas where organisational policies and procedures assist in ensuring
quality customer service:
o acknowledging and greeting customers
o complaint and dispute management
o authority for different level personnel to resolve complaints, disputes,
service issues and customer compensation
o loyalty programs
o presentation standards for customer environment and customer
service personnel
o pricing and service guarantees
o product quality
o refunds and cancellation fees
o response times
o staff training for:
 customer service
 technical skills
• objectives, components and comprehensive details of consumer
protection laws that relate to customer service, and the business
responsibility for:
o nominating and charging cancellation fees
o providing information on potential price increases
o providing refunds
o supplying products as described or substituting suitable products when
unable
o formats for and content of policies and procedure
Assessment Skills must be demonstrated in the workplace. This can be:

Conditions • an industry workplace

• a simulated industry environment
Assessment must ensure access to:
• current plain English regulatory documents distributed by government
consumer protection regulators
• codes of practice and standards for customer service issued by industry
groups
• sources of information on customer needs, complaints and feedback
• customer surveys and feedback collection tools and templates
• team members with whom the individual can interact; these can be:
o staff in an industry workplace during the assessment process; or
o individuals who participate in role plays or simulated activities, set up
for the purpose of assessment, in a simulated industry environment
operated within a training organisation
Assessors must satisfy the Standards for Registered Training Organisations’
requirements for assessors.
Pre-requisites NIL
Terminology The following terms are used in each assessment task to guide the student
used and assessor as to what is expected from each assessment task:
1. Instructions: Provides a brief description about the assessment task and
broadly indicates what the Student is required to do.
2. Conditions of assessment: Outlines the conditions in which the
assessment must be undertaken. In some cases, it will give options for
the student about what to base the assessment task on and whether it is
practical demonstration or project.
3. Description of task/decision making rules: Advises the student and the
assessor of the task description and the criteria that the assessment must
meet in order for a satisfactory result to be awarded.
4. Due Date - the date on which assessment falls due.
Completing the Assessors must ensure that students completely understand the assessment
assessments/Ex process and various assessment tasks before undertaking the assessments.
pectations This assessment tool is structured in a way that each assessment task clearly
outlines the:
• Instructions for completing the assessment task;
• Conditions in which the assessment must be conducted;
• Evidence that must be presented by the student; and
• Decision-making rules by which the evidence will be judged.
Every assessment task will require satisfactory completion in order for

students to be deemed Competent. The students will need to adhere to
any guidelines on length of answers required where stipulated. Please note,
a paragraph is three or more sentences.
Assessment Each assessment task has a section for the assessor recording the
assessment outcome as either ‘Satisfactory’ (S) or ‘Not Satisfactory’ (NS).
Once the student satisfactorily completes all assessment tasks, the assessor

will complete the assessment summary cover sheet and record either a
“Competent” (C) or “Not Competent” (NC) outcome.
When awarding any assessment result, assessors must ensure that feedback
for the student is recorded in the spaces provided after each assessment
task and on the record of assessment outcome.
Summary of The assessment methods that are used in this assessment tool are:
assessment Assessment Method of
Description
methods and Task # Assessment
tasks 1 Questions You are required to answer 29theory
questions related to this unit.
2 Project/Role There are 4 tasks in this assessment.
-play
• In task 1, you should prepare a brief
research report (250-300 words.
• In task 2, is a role play.
• In task 3 - You should draft customer

service policy.
• In task 4 - You should communicate the

draft policy to stakeholders by sending
an email to all staff advising them of the
new policy.
3 Demonstrati There are 3 tasks in this assessment.

on/Project
• task 1, is a demonstration.
• task 2 is a role-play, wherein you should

discuss the effectiveness of the customer
service policy and procedures you have
drawn up.
• task 3 – Policy revision
Instructions: • You can seek clarification regarding the assessment required to be

done.
• You can ask for reasonable time from Assessor for preparation of project
or Assessment.
• You can seek information on additional reading material and reference
for completion of the assessments.
• If you have any special needs, you can seek assistance from Assessors
depending upon the nature of the need.
• You can seek assistance from assessor while using special diagnostic
equipment
• Review the observation checklist/decision making rules to know what is

expected of you. You may refer to the observation checklist for

observation based assessments at any stage prior to the
commencement of your assessment. You must not refer to this checklist
whilst you are being assessed.
• Your assessor will also explain to you the observation process prior to the
assessment.
Required Each assessment task in this assessment tool outlines specific resources that
resources the student must have access to as part of the assessment process.
Assessors must ensure that students have appropriate access to these
resources before any assessment is conducted.
Reasonable Acumen Education enables reasonable adjustments to be made to
adjustment assessment procedures for students with special needs, such as people with
disabilities or with language or literacy difficulties. Assessing knowledge is
usually assessed through written or oral, short-answer tests where assessors
seek to determine the extent of the student’s knowledge.
Following are some of the examples of adjustments that can be made for
the students:
• Ask questions orally instead of in a written format
• Provide equipment such as text enlargers, image enhancers, and voice
recorders.
• Give the student more time to complete the assessment;, allocate a
different time for completion of the assessment;
• Offer a separate, quiet room.
• Modifying or providing equipment
• Adapting delivery strategies
• Ensuring that course activities are sufficiently flexible, providing
additional support to student where necessary
• Customising resources and activities within the training package or
accredited course
• Monitoring the adjustments to ensure student needs continue to be met
Plagiarism Acumen education takes a systemic approach to the treatment of
policy plagiarism in academic work. The policy is intended to promote honesty in
learning and assessment and respect for the work of others. Contravention
of this policy will result in students being penalized.
Please read the plagiarism policy available in your student handbook and
to be aware of the consequences and to understand your rights and
responsibilities.
Academic • Where a student wishes to appeal an assessment they are required to
appeals notify their assessor in the first instance. Where appropriate the assessor
may decide to re-assess the student to ensure a fair and equitable
decision is gained. The assessor shall complete a written report
regarding the re-assessment outlining the reasons why assessment was
or was not granted.

• If this is still not to the student’s satisfaction the student shall formally
lodge an appeal by submitting a written letter within one week of
receiving the results using the form 10.1 for Complaints and appeals
outlining the reasons for the appeal. They shall lodge this with student
administrations department and the appeal shall be entered into the
‘complaints and appeals register’.
• The Course coordinator shall be notified and shall seek details from the
assessor involved and any other relevant parties. A decision shall be
made regarding the appeal either indicating the assessment decision
stands or details of a possible re-assessment by another assessor
appointed by Acumen.
The student shall be notified in writing of the outcome with reasons for the
decision. The student shall also be provided the option of activating the
external appeals process if they are not satisfied with the outcome. The
student is required to notify Acumen if they wish to proceed with the
external appeals process.
Reassessment 1. Student will be assessed as being competent only upon satisfactory
process completion of all the assessments in a unit.
2. If a student is not able to demonstrate satisfactory completion of all of
the required assessments of the unit, the result for that unit will be
recorded as Not Competent.
3. If a student has submitted all the tasks and successfully completed
more than 50%* of the assessment tasks for a unit, they will be provided
with specific feedback and invited to re-submit their assessment.
4. If a student has submitted and not successfully completed more than
50%* of the assessment tasks for a unit, they will be required to
undertake the unit again.
5. In the case of re-submission, the following actions shall occur:
• The student must apply for resubmission within one week of the result
is made available to him/her. This means that the student is
responsible to acknowledge that he/she has received the result and
has been deemed NC for the units of competency undertaken.
• Reassessment may need to be arranged every weekend on
Saturday evenings in order to minimize disruption.
6. If a student is assessed as “Not Competent’ after the resubmission, he or
she will be identified as a student-at-risk and an Academic
Performance Improvement (API) Plan will be created during an
Intervention Strategy Meeting between the Acumen’s Operations
Manager, Trainer & Assessor and student. The date for a third
assessment will be nominated by the student in consultation with Trainer
& Assessor, but should be no longer than 1 month from the previous re-
submission date.
7. One re-submission is allowable per unit per student free of cost.
Additional re-submissions will be charged at $200.

If the student remains ‘Not Competent’ after a third re-submission, he or

she will be notified that this result is final and he or she will be unable to
successfully complete the course in which they are enrolled at this point.
* Due to the variance in the amount of work completed for each

assessment task in a unit, 50% will be determined by the number of
assessment tasks submitted as opposed to the amount of evidence
submitted.
Assessment We are required to retain a copy of your assessment and all other
records evidentiary records. If you require a copy of this assessment submission
please be sure to copy it prior to submitting it to us.
Declaration You must sign the student declaration confirming the authenticity of your
submitted work, understanding the requirements to complete the
assessment tasks and that the assessment process including the provisions
for re-submitting and academic appeals were explained to you and that
you understand these processes on the assessment summary cover sheet.
Acumen Education cannot assess any submitted work until the declaration
is received.
Assessment You must submit this completed assessment tool to your trainer on the due
submissions and date. Please feel free to contact us if you have any questions regarding the
contact details assessment process:
Phone: 03 9044 6402/03 84151244

For Assessor Only -ASSESSMENT COVER SHEET

This form is to be completed by the assessor and used as a final record of student competency.
All student submissions including any associated checklists (outlined below) 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
Student Name:
ID No:
Contact
Email:
number:
Unit Code &
SITXCCS008 – Develop and manage quality customer service practices
Title
First Submission  Subsequent submission 
Result
Please attach the following documentation to this form S = Satisfactory
NS = Not Satisfactory
Assessment 1 Written Task S | NS
Task 1 – Research Project S | NS
 Task 2 Role-play observation checklist S | NS

Assessment 2
 Task 3 –Project - Draft customer service policy S | NS
 Task 4 - Project - Email draft S | NS
 Task 1 – Role-play/Practical observation checklist S | NS
Assessment 3  Task 2 – Role-play observation checklist S | NS
 Task 3 – Project – Revised policy S | NS

Final Assessment Result for this unit
(Student will be assessed as being
competent only upon satisfactory  Competent  Not Competent (Comments)
completion of all the above mentioned
assessments)
The Evidence provided is:
 Valid  Sufficient  Authentic  Current
Student Declaration:
I acknowledge that I understand the requirements to complete the assessment tasks. The assessment
process including the provisions for re-submitting and academic appeals were explained to me and I
understand these processes. I understand the consequences of plagiarism and confirm that this is my
own work and I have acknowledged or referenced all sources of information I have used for the purpose
of this assessment.
mandeep singh
11 10 2020
Student’s Signature: Date: _______/_______/_______
Final feedback:

Assessor: I declare that I have conducted a fair, valid,

Signature:
reliable and flexible assessment with this student, and I
have provided appropriate feedback.
Date: _______/_______/_______
Administrative use only
Entered onto Student

________________ ________________
Management Database
Date Initials
USE FOR REASSESSMENT ONLY
Assessment Task
No/s
Components
Competent - C Not Competent - NC

Result of Reassessment
(Please circle the Final Assessment Outcome)
Feedback to Student
Please provide general feedback on the Student’s performance.
Assessor: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student,
and I have provided appropriate feedback.
Assessor Signature Date

Assessment 1 – Written Questions
Instructions for Students:
• This is the first of the two assessment tasks you must complete satisfactorily to be deemed
competent in this unit.
• In this task, you must answer twenty nine (29) questions that cover the knowledge
requirements of this unit.
• Read the Assessment description carefully.
• Assessment may be submitted in Microsoft Word format or may be handwritten.
• Assessment may be completed in your own time.
• Acknowledge clearly when and how you are drawing on the ideas or phrases of others.
• Consult your assessor when you are unsure about how to acknowledge the contributions of
others to your thought and writing.
• Read the Plagiarism policy and procedure carefully to understand the consequences that
you could face if your work is plagiarized.
• Seek clarification regarding the assessment required to be done, if you do not understand
the task.
• Ask for reasonable time from Assessor for preparation of project or Assessment.
• Seek information on additional reading material and reference for completion of the
assessments.
• Students with special needs can seek assistance from assessors depending upon the
nature of the need.
• Add your name, Student ID, unit code and assessment task number to all project work,
documents and sheets you attach to your submission.
• Submit this document along with your assessment work.
• Assessment may be completed in your own time and is due one week after the module
end date.

Written Questions
Define customer service and list the key steps to delivering quality customer service.
1
(40-50 words)
Customer Service may be defined as the assistance and advice provided by a company to those people who
buy their products and it is the provision of service to customers before, during, and after a purchase of their
products.
Key Steps:
1. Greet the Customers with Smile & Energy
2. Always Listen to the customers very carefully and understand their Requirement
3. Emotions when expressed in the right way at the right time give us an opportunity to connect with the
customer for a life time.
4. Respect the Customers
Satisfactory Not Satisfactory Comments

2 Briefly describe five common principles of customer service.
1. Qucik Response: Whenever a customer steps in, assist them quickly with clear and transparent
communication.
2. Clarity and Accuracy: Listen to customers very accurately while they place order that helps in delivering good
service.
3. Customer Satisfaction: Provide full pledged service to customers.
4. Respect Customers: A very simple transactional rule, give respect to gain respect. Never take customers for
granted.
5. Support customers as a team: Team Work is more important in any sector. Satisfying customer can't be
done with only one person. Don't deny customers.
 Satisfactory Not Satisfactory Comments
What is expected of front of house staff in relation to personal presentation? List at list
3
five specifications.
Personal Appearance: Personal appearance is the way that you dress and take care of your general
appearance.
Self-confidence: Self-confidence is believing in or having faith in your ability, rather than yourself as a person.
Verbal Communication and Effective Speaking: What you say and how you say it are both important aspects of
how you are perceived by others.
Behaviour: How you behave, and not just how you speak, will leave a strong impression on others.
Self-Esteem: Self-esteem is how you see and value yourself.

When a customer walks into a restaurant, what four attitudes and four attributes do
4
they expect from front of house staff in relation to customer service?
1. Good customer service skills
2. Greeting the customers as they enter into hotel.
3. A friendly attitude
4. Able to multi-task with ease
1. Receive customers with simle

2. Keep your transaparency at customer
3. Wish them as soon they enter
4. Respond quickly to customers.
Describe the roles and responsibilities of managers in the provision of quality customer
5
service, in about 50-60 words.
1. The primary role of a manager is to ensure the daily functioning of a department or group of employees.
2. As a leader, a manager motivates staff and creates an environment where employees thrive.
3. The business sector is constantly changing, and managers adapt to alternative technologies, management
structures, and forms of communication.
4. Many managers oversee business financials, meaning that managers have the skills to make budgets.
5. A manager articulates both short and long-term goals to ensure a company's longevity.

Describe the roles and responsibilities of supervisors and operational personnel in

6
providing quality service, in about 50-60 words.
1. Supervisors create and oversee their team's workflow, or the tasks required to complete a job
2. Supervisors should help new employees understand their role and support them during their transition.
3. Operational Personeel either work directly to create a good service or provide support to those who do and
guide employees to work effectively.
4. They should manage an organisation's buildings, facilities, equipment and stock are directly involved in or
support the operations function.
5. most of the costs of producing goods or services are directly related to the costs of acquiring resources,
transforming them or delivering them to customers which are maintained by Operational personeel.

Identify any three sources of information on current service trends and changes that
7
affect service delivery in the hospitality industry.
1. Tech explosion: The sudden switch to working from home during social distancing of the coronavirus
pandemic has forced planners to get on board with productivity apps and a crash course in pivoting to digital.
2. Increased emphasis on health and well-being: Wellness is taking on primary importance as attendees want to
know that it is safe to return to large group settings.
3. Influx of international visitors:Hotels must be able to provide services in a multitude of languages, and tailored
experiences properly suited to the culture and unique needs of their international visitors.

Give an example of how each of the following internal and external environmental
8
changes affects the planning for quality customer service.
Internal changes
Management changes –
If the Management is changed, it results in confusion to employees with new rules and affect the customer
service.
Organisational restructures
Changing the organisation structure and job roles can impact the quality level.
Recruitment practices
Recruting an employee without training, experience may impact cutomer quality service.
Technological changes
Not moving with technological equipments and facilities may also impact customers badly.
External changes
Changes in the competitive environment
Keeping our company in accordance with techology all the time can increase customer quality service.
Economic decline
Fluctuations in the economic climate due to impact of other tourisms may impact customer service quality
Trends in customer preferences

Customer always prefer to have luxury and optimizing expenditure to make his stay happy which also results in
good customer quality service.
Introduction of new technology-based trends in the industry

Introducing customer to new technology equipments may increase the quality of service.

Match the descriptions of formal and informal customer research to the correct type
9
of research method from the box below.
Feedback from service delivery colleagues Quantitative research Customer service
surveys Asking probing questions for customer service Qualitative research
Customer focus groups
Description Method of research
These helps understand whether or not a Customer Service Surveys
company's customers are happy or satisfied
with the products or services received from
the company
These help a company gather customer Customer Focs group
feedback on a new product or service
before they decide to take the concept into
development.
This type of research is used to gain an Qualitative research
understanding of underlying reasons,
opinions, and motivations and provides
insights into the problem.
This type of research is used to quantify the Quanttitative research
problem by way of generating numerical
data or data from a larger sample
population that can be transformed into
usable statistics.
This is the information an organisation’s Feedback from Service delivery colleagues.
customer-facing employees have about
what is actually happening in the field. This
type of feedback can come from one’s
service delivery colleagues in a company.
This involves asking probing questions help to Asking probing questions for customer service
build rapport with clients and obtain
information about their needs and wants.

What are three ways of obtaining information for analysis of competitive

10
environment?
1. Industry Analysis: In analysing the industry and market sector, we should know, What are the major trends
affecting the growth of the industry in the future and In summary, will this industry grow faster or slower than
average
2.Competition Analysis: we ahould analyse description of key competitors and their market positioning. And
also market shares of key competitors
3. Competitor Analysis: We can prepare a chart which allows us to systematically rate your performance against
those others identified as key real or potential competitors.
Mention two ways in which staff can be involved in the planning of improved
11 customer services practices. Why is this important? (Answer both the parts of this
question)
Two ways:
1. Opportunities should be given to staff in participating for development of customer quality service.
2. Always involve them in all development services.
Importance:
Providing opprotunites helps to increase their sustainability in a company.
In absence of theirs leads, they will be able to manage things with ease.
Giving opportunities enlighten their minds, so that they can work more efficiently.
 Satisfactory  Not Satisfactory Comments

List eight inclusions in policies and procedures a business must have in place relate to
12
customer service provision.
1. Work Health and Safety Policy

2. Bullying, Harassment and Discrimination Policy
3. Code of Conduct
4. Privacy Policy
5. Social Media Policy
6. Leave Policy
7. Performance Counselling and Discipline Policy
8. Internet and Email Policy

13 How can you communicate service standards and guarantees to staff? List four ways.
1. Offer company wide communication training. Employees from all departments benefit from training in
effective communication.
2. Many companies make use of customer service standards to guarantee a minimum quality level of customer
communication.
3. Visualize through your company chart. Instead of putting top management on top, you show it as the basis.
4. Ensure two-way accountability and transparency. In most professional setups the subordinates are
accountable to their managers.
Briefly explain the process of evaluation of customer and staff feedback on quality
14
service provision. Your response should not exceed 50-60 words.
Take the survey or feedback from customers, analyze them, Categorize and sub-categorize feedback, use both
positive and negative feedback, understand from customer's point of view, look for trends and the root cause.
Consolidate results and determine a plan of action. Alert the right teams and individuals within your
organisation, use automated tools to reduce your workload.

Explain briefly how examining the following can help assess the effectiveness of
15
customer service practices.
Sales reports
Sales reports are important inorder to satisfy a customer needs or resolve their issues almost instantly. It
Improve your company’s best response time. Prevent customers from having to call back about a repeat issue
Financial reports
Financial reporting helps in Managing your liquidity, Sales trends. Without financial reporting you have no idea
how your business is performing so it's critical that these are not only maintained but studied and acted on
Workplace observation
During performance appraisal season, workplace observation can shed light on how well an employee is
performing his job tasks. Supervisors who find it challenging to evaluate their employees’ job performance
may find that observing their direct reports can help assess the quality or quantity of an employee’s job
performance
Talking to customers
Customer Satisfaction is more important for any organization. Talking to customer makes you able to
experiment to learn what might make them happy. Hearing to them carefully, efficiently helps us increase quality
service.
Talking to staff
Employers who spend time and energy to create open communication lines will quickly create trust among
employees, resulting in productivity, performance and overall morale. At the same time, employees who
communicate effectively with their colleagues, managers and customers continue to be valuable assets to a
company.

Briefly describe any three methods a business can use to monitor the ongoing
16
effectiveness of staff in meeting customer service standard.
1. Internet and app usage: it can be helpful to use an internet monitor to see which URLs your team members
or freelancers open.
2. Email: Not only can this help companies anticipate problems before they come up, but it can also be
important when settling disputes.
3. Phone: Recording your staff’s interactions with clients, users, prospects, or suppliers is helpful for a variety
of reasons. If you can listen to their phone conversations from the past month, you can quickly figure out what
they're doing
Give any two reasons why customer service policies and procedures should be
17
monitored and reviewed regularly.
1. Policies and procedures are important for any business for sustaining their vision and mision. It is the center
of focus for any business success.
2. Policies and procedures provide clarity to employees when dealing with critical activities and consequences.
By outlining the things, even helps employees to perform well with customers and improve reputation of the
company.

In what ways does reviewing numbers and nature of complaints, disputes and
18 responses of customers help in monitoring customer service provision? Explain any
three ways.
1. Improve customer communication: customer complaints open opportunities for you and your team to have
frank discussions with your customers. These conversations can help customers feel like the vital components
to your success that they are.
2. Identify vital areas for service improvement: Customer complaints highlight key areas where your product
needs work, your systems need updating or your service is flagging.
3. Keep senior management informed: customer complaints can shoot straight to the top, depending on how
much of the company is affected. In this way, leaders and senior management can quickly learn about service
issues that are important to your customers and also your team.

Explain what is the Customer Satisfaction Score (CSAT) and how it is used to assess the
19 effectiveness of customer service practices? (Answer both the parts of this question)
(100-150 words)
Customer Satisfaction Score (CSAT) is the most straightforward of the customer satisfaction survey
methodologies, and it measures customer satisfaction with a business, purchase, or interaction. It's calculated
by asking a question, such as "How satisfied were you with your experience?"
Customer Satisfaction Score helps in obtaining the attention of prospective customers, gaining their interest and
converting them costs up to 6 times more than retaining existing customers.
CSAT helps in treating customers in the right way which makes customers are more important than price.
Moreover, increases in costs are easier to justify when your your clients are satisfied at every stage of the
interaction.
CSAT helps in retaining trust and loyal relationships with customers and keep them satisfied, they will keep on
coming back to buy from you.
CSAT helps in worth focusing and spending resources on keeping existing customers satisfied with your goods
and services.

20 Write a brief note on Customer Perceived Value (CPV). (in 30-50 words)
The CPV is kind of an evaluation done by customer on what value a product or a service would be able to
provide if he/she buys it by paying money.
Customer perceived value is seen in terms of satisfaction of needs a product or service. The customer will buy
the same product again only if he perceives to be getting some value out of the product. Hence delivering this
value becomes the motto of marketers.
Customer Perceived Value = Total Perceived Benefits – Total Perceived Costs
Describe methods of obtaining feedback from internal and external customers. You
21
must mention two each.
Methods of obtaining feedback from internal Methods of obtaining feedback from

customers external customers
Send web-based surveys via email. The best feedback Provide Proactive Live Chat Support. Chat support can
is both timely and specific, allowing you ample help a company get closer to its customers by better
opportunity to address the issues that are raised. understanding their needs and challenges.
Include a feedback form in every Newsletter. you are Provide Dedicated Customer Feedback Forms on Your
giving them a valuable stake in the performance of Site.As a best practice, the forms should include all
your department by asking for feedback relevant questions related to feedback, but should not
be too long.
Organize Regular Focus Groups. You should commit Measure Your Customer Service Performance. The
to hosting these focus groups every quarter in order to aim of this survey is to determine whether the
track your performance on an ongoing basis. resolution is in accordance with the customer's
expectations.

What is the role of industry accreditation schemes? Describe three industry

22
accreditation schemes.
Accreditation is a vital tourism industry asset, designed to establish and continually improve quality industry
standards for conducting a tourism business.
Accommodation Ratings Systems: The Star Ratings Scheme covers a wide range of accommodation
andconsists of ratings from one to five stars
Restaurant Ratings: With restaurants, various ratings standards apply.
Tourism Certification: used in many industries to improve standards by encouraging best industrypractices.
What is a code of conduct and what is the purpose of following an industry code of
23
conduct? Answer in about 80 words.
An employee code of conduct includes expectations and defines acceptable behaviors. It differs from a code of
ethics in that it contains information pertinent to the individual and their behavior on the job, but may contain
detailed offshoot information from the company's ethics code.
The purpose of a code of conduct is to develop and maintain a standard of conduct that is acceptable to the
company, its vendors, customers and other employees. Although they will differ from industry-to-industry, the
conduct code includes behavior guidelines that are consistent with company policies and reflect how the
company perceives its image.

Name and briefly describe one mandatory industry code applicable to the hospitality
24
industry.
Franchising Code of Conduct.

The Franchising Code of Conduct is a mandatory industry code across Australia that regulates the conduct of
franchising participants towards each other.
Under the Franchising Code of Conduct, parties who enter, or propose to enter, into a franchise agreement
must act in good faith towards one another.
Franchisees and franchisors risk financial penalties and infringement notices if they breach certain provisions of
the Franchising Code.

25 Briefly describe Australian Consumer Law in about 80 words.
The ACL is a cooperative reform of the Australian Government and the States and Territories, through Council
of Australian Governments (COAG).
The Australian Consumer Law (ACL) includes:
1. a national unfair contract terms law covering standard form consumer and small business contracts;
2. a national law guaranteeing consumer rights when buying goods and services;
3. a national product safety law and enforcement system;
4. a national law for unsolicited consumer agreements covering door-to-door sales and telephone sales;
5. simple national rules for lay-by agreements; and
6. penalties, enforcement powers and consumer redress options.
The ACL is administered by the ACCC and state and territory consumer protection agencies and is enforced by
all Australian courts and tribunals, including the courts and tribunals of the States and Territories.
26 What role does the ACCC perform?
The Australian Competition and Consumer Commission (ACCC) is an independent Commonwealth statutory
authority whose role is to enforce the Competition and Consumer Act 2010 and a range of additional legislation,
promoting competition, fair trading and regulating national infrastructure for the benefit of all Australians.
The ACCC and the AER

Our purpose
Our role
Our structure
ACCC milestones
Related publications
More information

Write brief notes on a hospitality business’ responsibility under the Australian Consumer
Law for each of the following:
• Nominating and charging cancellation fees
27
• Providing information about pricing
• Providing refunds
• Describing products correctly
Nominating and charging cancellation fees
If a business has a cancellation policy in place, especially one involving cancellation fees, it is their
responsibility to bring the policy to your attention at the time of booking their service.
As with any contract, these agreements come with terms and conditions to which you are bound, including any
cancellation policy.
Providing information about pricing

Businesses are free to set their prices and discount their goods and services
Prices displayed by a business must be clear, accurate and not misleading to consumers.
Pricing goods below cost can be illegal in certain circumstances.
Providing refunds
Refunds should be the same amount you have already paid, provided in the same form as your original
payment.

Describing products correctly

Describe the product with all the features containing in it.
Describe the product with all provisions used in it.
Describe the size of the product.
Explain why an organisation should have standard formats for policies related to
28
customer service, in about 50 words.
Policies and procedures in the workplace should have standard format for sustaining the company vision by
being followed by employees.
They should have standard format inorder to be special and uncomparable with other competitive companies.
Upon following standard format, we should be able to provide better and even best service to customers.

How do the following organisational policies and procedures assist in ensuring quality
29
customer service?
Staff personal presentation policy and procedure

Personal presentation is just as important as a skill or qualification and every employee of a company must
understand and be fully aware of the effect of their personal appearance because your “overall look”
symbolises what you are and it is an instant communication of “first impression” to other people.
Complaints policy and procedure

customer complaints helps in dealing complaints with promptly, efficiently, courteously and
systematically
customer complaints are treated confidentially and fairly and
customers are kept informed of the progress and outcome of their complaints
Service standards policy and procedure

Customer service policies and procedures helps companies generate direction to best serve customers. There
are certain things companies should do, can do and must do to create customer service policies and procedures.
Refund and cancellations policy and procedure

In any business, it is super important to have a clearly stated refund policy both for your clients and for the health
of your own business. Without a policy, clearly stated on your website (in multiple places, if possible), your
business can suffer through poor planning and loss of revenue.
Staff professional development policy and procedure

Staff professional development policy and procedure helps in customers satisfaction. staff being in pleased
manner and being transparent makes customer satisfied.
Staff having clear communication with customners brings out quality customer service.

Comments if the answer is not satisfactory

This form is completed by the assessor and used for comments if the answer is not
satisfactory
Q.no Comments
Question 1:
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Based on the Comments above Please Redo / Rewrite those particular answers and
resend your Completed Reassessment for correction

Assessment Outcome – Assessment 1
Student name
Unit code and title SITXCCS008 - Develop and manage quality customer service practices
Course name and

SIT50416 - Diploma of Hospitality Management
title
Date of submission
Feedback / Comments:
Result:  Satisfactory  Not Satisfactory  Not Assessed
Assessor Declaration:
I declare that I have conducted a fair, valid, reliable and flexible assessment with this
student, and I have provided appropriate feedback.
Assessor Name:
Assessor Signature: Date: _______/_______/_______

I have read and agree with this assessment record.
Student Signature: Date: _______/_______/_______

Assessment 2 – Project/ Role-play observation
• This is the second of the two assessment tasks you must complete satisfactorily to be
deemed competent in this unit.
• In this task, you must demonstrate your ability to
o research and develop customer service policies and procedures for at least three
different areas of the business that meet industry standards
o review policies and procedures, adjust as necessary, and communicate any new
practices to staff
• There are 4 tasks in this assessment.
o In task 1, you should prepare a brief research report (250-300 words) on customer
service needs the restaurant will face as a result of future changes and areas for
improvement that you have identified from the customer and staff surveys. This can
be completed in your own time.
o In task 2, work in groups of four or five to identify changes required to the customer
service policy. This is a role play. You and your teammates must play the roles of
Acumen Restaurant Staff. You will have 15 minutes to complete the role-play
discussion.
o In task 3 - You should draft customer service policy based on the discussion in task 2.
This can be completed in your own time.
o In task 4 - You should communicate the draft policy to stakeholders by sending an

email to all staff advising them of the new policy. This can be completed in your
own time.
• Your assessor will observe you performing this task and record and assess your performance
in the Performance Checklist and role-play observation checklists for the tasks.
• Read the assessment scenario carefully.
• Dress professionally while participating in the role-play.
• Clearly label your work with name, unit code and unit title to all the documents and sheets
that are attached to your submission.
• Review the role-play observation checklist so that you are familiar with the behaviours that
you are expected to perform during the observation.

• Review other resources, tools, job aids that provide guidance related to the task you are
going to perform.
the task.
assessments.
• Students with special needs can seek assistance from assessors depending upon the nature
of the need.
Resources required for assessment

The assessor must ensure that the following resources are made available to students, for
assessment:
• current plain English regulatory documents distributed by government consumer protection
regulators (weblinks or hard copies)
• codes of practice and standards for customer service issued by industry groups (weblinks or
hard copies)
• sources of information on customer needs, complaints and feedback
• customer surveys and staff feedback collection tools and templates
• team members with whom the individual can interact, in role play
Appendices
• Appendix A –Customer and Employee Survey Results
• Appendix B –Acumen Customer Service Policy and Procedure
• Appendix C –Email Template
• Appendix D–Customer Service Evaluation Form

Task1: Research customer services requirements
Scenario
You are a chef at Acumen Restaurant.
Acumen currently has a seating capacity of 50. However, the owners have acquired the
space next door and are going to convert it into a second dining area, thus increasing the
seating capacity to 80.
Increased seating capacity will mean increase in business activity. This will affect customer
service expectations as well. Especially since the kitchen will remain in the older part of the
restaurant, and wait staff will have to move between the two dining areas.
Recently, Acumen restaurant conducted a customer survey, and collected formal feedback
from 100 customers over three months. The restaurant also collected staff feedback on
customer service needs. The findings of both these surveys are presented in Appendix A.
Task
Based on the scenario above, and the data in Appendix A, prepare a brief research report
(250-300 words) on:
• customer service needs the restaurant will face as a result of future changes
• areas for improvement that you have identified from the customer and staff surveys
There will be three parts to your report, as follows:

• Part A – Impact of internal and external changes on customer service requirements
• Part B – Analysis of customer and staff surveys
• Part C – Recommendations
In Part A you must:

• identify three customer service challenges you will be faced with as a result of the future
expansion of the restaurant
In Part B you must:

• analyse the customer feedback data in Appendix A, and identify the areas in which more
than 51% of respondents have given a score of 1 - 2 (disagree – can’t say)
• identify at least two external trends which affect the restaurant’s customer service needs,
based on staff feedback
In Part C you must:

• identify the customer service areas that require improvement, based on above analysis
For your research, you may use resources such as:
• Australian Competition & Consumer Commission website
• (https://www.accc.gov.au/consumers)
• hospitality industry websites which identify current trends in hospitality
• food review sites

• Restaurant and hospitality industry blogs
• Newspaper Articles
• Your learner guide for the unit
Ensure that you identify all the sources of your research (such as websites, journals, etc.) in a
‘References’ section at the end of your report.
You may use software such as Microsoft Excel to conduct your analysis of customer survey
data.
Submission requirements:
At the end of the task, you must submit:
• a copy of your research report

Performance Checklist and Assessment Outcome – Assessment 2, Task1

Student name
SITXCCS008 - Develop and manage quality customer service

Unit code and title
practices
Course name and
title
Did the student submit a report that: Satisfactory
identifies, through research, three ways in which expansion of restaurant

 Yes  No
operations will impact the customer service standards and expectations
Identifies three customer service challenges as a result of internal changes  Yes  No
Identifies three changes required to the Customer Service Policy and

 Yes  No
Procedures, to accommodate internal changes
Numerically analyses customer feedback data to identify key areas of
 Yes  No
improvement
Analyses customer and staff feedback to identify key areas of
 Yes  No
improvement to customer service standards
Identifies research sources used  Yes  No

Feedback:
Assessor Name:


Task 2: Draft customer service policy
Work in groups of four or five to identify changes required to the customer service policy.
In your groups, you must:
• discuss the findings of your research and analysis, and the recommendations each one of
you have made in Task 1
• identify systemic (related to systems) customer service problems
• discuss the changes that must be made to the Customer Service Policy and Procedure to
address problems, for the following topics:
o bookings and reservations
o menu modifications
o environmental sustainability
o staff customer service training
• discuss the staff training required to familiarise all staff with the new policy
• discuss where the policy will be stored, and how it can be accessed by customers and staff
This is a role play. You and your teammates must play the roles of Acumen Restaurant Staff.
You will have 15 minutes to complete the role-play discussion.
You must make detailed notes of your discussion.
Each person in the group must contribute at least two points to the discussion.
Your assessor will observe your group’s performance, and assess each individual in a separate
Role Play Observation Checklist.
Submission requirements
• One Role Play Observation Checklist completed by your assessor and signed by you

Student name
Unit code and title
practices
Course name and title
Assessor name
Date of submission
Did the student, satisfactorily: Comments
Check (X)
(How did the student demonstrate this?)
Y N
Contribute to discussion on customer

service needs related to changes in
 
internal and external environments,
based on own research
Provide own analysis of customer and
 
staff survey results to the group
Listen attentively to the inputs of
others and, where necessary, ask  
questions to clarify
Contribute to discussion on systemic
 
customer service problems
Contribute to discussion on
adjustments to Customer Service
 
Policy and Procedure, based on the
outcomes of discussion
Contribute to discussion on staff
training required to familiarise all staff  
with the new policy
Contribute to discussion on where the
policy will be stored, and how it can  
be accessed by customers and staff
I declare that I have conducted a fair, valid, reliable and flexible assessment with this student,


Task 3 – Draft customer service policy
Staying in the same groups, work together to draft changes to the Acumen Restaurant
Customer Service Policy given in Appendix B.
Identify the current scope of the policy, and what you must add to it to reflect your discussion
in Task 2 above.
Then, amend the policy by adding in the changes you have discussed for the following:
• bookings and reservations
• staff training
• menu modifications
• environmental sustainability
You must ensure that the policy and procedure document you prepare includes:
• The policy name
• The aim or purpose of the document
• The details of what is included
• The procedure related to each section
• The requirements to train staff to be able to perform the procedures
• How this policy and its effectiveness will be monitored and evaluated
• To whom this policy will be made available and how/ where (e.g. how can staff and
customers access the policy, where will it be stored, etc.)
Each member of the group must contribute equally to the drafting of the policy.
Each member of the group will be assessed individually.
• One copy of the policy your group has drafted – the policy should include the names and
student IDs of all contributors

Performance Checklist and Assessment Outcome – Assessment 2, Task 3

Student name

Unit code and title
practices
Course name and
title
Identifies amendments/ additions related to the following policy areas:

• bookings and reservations
• staff training  Yes  No
• menu modifications
• environmental sustainability
Identifies where the policy will be stored and how it will be made
 Yes  No
available to staff and customers
Includes all details specified in the task  Yes  No
Follows the format specified  Yes  No
Numerically analyses customer feedback data to identify key areas of

 Yes  No
improvement
Analysis staff feedback to identify key areas of improvement  Yes  No
Identifies research sources used  Yes  No
Feedback
Assessor Name:

Task 4: Communicate policy changes to colleagues
The customer service policy you have drafted has been approved by the management. This
policy will be distributed to new staff at induction time, and can also be accessed through
contacting the restaurant manager.
Working on your own, draft an email to all staff advising them of the new policy.
In the email, you must briefly cover (in no more than 50 words each):
• an explanation of the changes made to the customer service policy
• how staff will be trained in implementing the new policy and procedures (as identified in
Tasks 2 and 3)
• where staff can find the new policy
• how staff can direct customers to the policy if requested
• the expectations of staff to meet service requirements in the new policy (call to action)
Use the email template provided in Appendix C to draft your email.
• one copy of the email draft to your assessor

Student name

Unit code and title
practices
Course name and
title
Informs staff of additions to customer service policy and procedures  Yes  No
Informs staff of how they will be trained in implementing the new policy  Yes  No
Informs staff of where the policy will be stored, and how staff and customers
 Yes  No
can access it
Identifies the expectations of staff to meet service requirements in the new
 Yes  No
policy
Feedback
Assessor Name:


Assessment 3 –Demonstration/Role-play observation
• This is the second of the two assessment tasks you must complete satisfactorily to be
deemed competent in this unit.
• In this task, you must demonstrate your ability to
o implement and monitor practices for quality customer service in line with above policies
and procedures over four service periods
o evaluate practices for quality service provision and identify any failings
• There are 3 tasks in this assessment.
o In task 1, you are required to implement the customer service policy and procedure
developed in Assessment 2 during 4 service periods scheduled by your trainer, at
Acumen restaurant. Each service period will run for 2 – 2.5 hours, depending on the
number of people in your group
o In task 2 – you are required to participate is a role-play, wherein you should discuss
the effectiveness of the customer service policy and procedures you have drawn
up. This will be observed by your Assessor in role-play of not more than 10-15 minutes.
o In task 3 - Based on your discussion in task 2, revise and update the Acumen
Customer Service Policy and Procedure to incorporate the changes you have
identified. This can be completed in your own time.
• Your assessor will observe you performing this task and record and assess your performance
in the Performance Checklist and role-play observation checklists for the tasks.
• Read the assessment scenario carefully.
• Dress professionally while participating in the demonstration and in the role-play.
• Clearly label your work with name, unit code and unit title to all the documents and sheets
that are attached to your submission.
• Review the observation checklists so that you are familiar with the behaviours that you are
expected to perform during the observation.
• Review other resources, tools, job aids that provide guidance related to the task you are
going to perform.
the task.
assessments.
• Students with special needs can seek assistance from assessors depending upon the nature
of the need.

Assessment 3 – Demonstration
Task 1 – Observation/Role-play
Now that you have developed your policy and procedures, you are required to implement
them during service periods scheduled by your trainer, at Acumen restaurant.
For this assessment, you must work with the same group you were in for Assessment 2, Part 2.
You will be observed implementing and monitoring the customer service policy prepared in
Assessment 2, while another group (e.g., a Certificate III class) will be cooking and working in
the kitchen as follows:
• Each group will have to implement and monitor customer service during 4 service periods.
• The areas of the customer service policy that will be implemented and monitored in this
practical task are:
o table service
• Each service period will run for 2 – 2.5 hours, depending on the number of people in your
group.
• Members of the group will take turns in monitoring and managing their teammates.
• Each member of the group will have 30 minutes to monitor their teammates.
• When one team member is monitoring performance, other team members must follow the
customer policy and provide customer service to restaurant customers.
Before the start of your 30-minute time slot in the first service period, you must conduct a short
briefing for your team, no longer than 2 minutes.
In the briefing, you must:
• cover the customer service standards and procedures regarding:

o table service
• advise staff to consult you for dispute resolution and assure them you are available to
support them
• advise staff to confirm service expectations with you if they have any questions during the
service period
• inform staff of where they can access the customer service policy

In each service period, you must:
• follow the customer service policies and procedures you have created, and act as a
positive role model for your colleagues
• monitor your colleagues to ensure they are following the customer service policy and
procedures
• informally ask customers for feedback on service quality at the end of the service period
At the end of each service period, you are required to write a brief evaluation of the session in
the Customer Service Evaluation Report in Appendix D. Your evaluation should include brief
details of:
• What worked well?
• What feedback you received from customers?
• What aspects of the policy and procedure need improvement or change (based on your
observation and feedback from customers)?
Prior to the assessment, your assessor will inform you of the order in which you are to take turns
monitoring team members.
You must wear a uniform provided or approved by the restaurant and must follow the OHS
policy and procedures of the restaurant.
Your assessor will observe your performance and assess you using the Role-play/Practical
Observation Checklist below.
Review the observation checklist prior to the assessment so you know exactly what is
expected of you. You must not refer to this checklist whilst you are being assessed.
Your assessor will also explain the observation process to you prior to the assessment.

• One Skill Observation Checklist completed by your assessor and signed by you
• Copies of your four Customer Service Evaluation Reports (retain the originals as you will
require them for Part 2 of this assessment)

Role-play/Practical Observation Checklist and Assessment Outcome: Assessment 3, Task1
Student name
Unit code and title SITXCCS008 - Develop and manage quality customer service practices
Assessor name
Service Period 1 Service Period 2 Service Period 3 Service Period 4
Date of observation
During the service period,
Satisfactory Comments Satisfactory Comments Satisfactory Comments Satisfactory Comments
did the Student:
Conduct Pre-service Briefing – Service Period 1 only
Did the student:
Communicate the policy
procedures to team  Yes  No  Yes  No N/A  Yes  No N/A  Yes  No N/A
members
Specify service
 Yes  No  Yes  No N/A  Yes  No N/A  Yes  No N/A
requirements as per policy
Ensure that team members
know where to find the new
policies and procedures so  Yes  No  Yes  No N/A  Yes  No N/A  Yes  No N/A
they can access them and
direct customers to them
Inform team members to
escalate all disputes to  Yes  No  Yes  No N/A  Yes  No N/A  Yes  No N/A
student
Ask for and answer any
 Yes  No  Yes  No N/A  Yes  No N/A  Yes  No N/A
questions
Inform team members to  Yes  No  Yes  No N/A  Yes  No N/A  Yes  No N/A

ask questions or seek

support during the service
period
Monitor Service (all service periods)
Did the student:
Monitor service proactively
to ensure procedures are
 Yes  No  Yes  No  Yes  No  Yes  No
being followed and
standards are being met
Provide on the job
coaching and/or mentoring
to staff members as
required
Step in as required to ensure
a high-quality service
Manage any complaints to
a mutually satisfactory  Yes  No  Yes  No  Yes  No  Yes  No
outcome
Provide positive and
constructive feedback to  Yes  No  Yes  No  Yes  No  Yes  No
staff members
Follow their procedures
when interacting with and  Yes  No  Yes  No  Yes  No  Yes  No
serving customers
Identify any potential issues
and mitigate if possible
Pro-actively seek feedback
on service from customers
Post Service
Did the student:
Assess the effectiveness of
the policy procedures in the

Customer Service
Evaluation Report
Identify feedback received
from customers
Identify improvements or
changes required to policy  Yes  No  Yes  No  Yes  No  Yes  No
and procedures

I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback.
Assessor Name:


Task 2: Role play – de-brief with group
Based on your experience of implementing the customer service policy during the four service
periods, staying in your groups, discuss the effectiveness of the policy and procedure, and
whether any changes are needed to be made.
Each member of the group must briefly summarise the observations and feedback they noted
in their four Customer Service Evaluation Forms.
As a group, discuss the effectiveness of the customer service policy and procedures you have
drawn up.
Identify any customer service problems that occurred during your group’s service, and discuss:
• whether these problems can be avoided in the future by making changes to the policy and
procedures
• what changes are required to the policy and procedure as a result
• how you can communicate these changes to your colleagues
This is a role play. You and your teammates must play the roles of Acumen Restaurant Staff.
You will have 15 minutes to complete the role-play discussion.
You must make detailed notes of your discussion.
Each person in the group must contribute at least two points to the discussion.
Your assessor will observe your group’s performance, and assess each individual in a separate
Role Play Observation Checklist.
• one Role Play Observation Checklist completed by your assessor and signed by you

Role Play Observation Checklist and Assessment Outcome – Assessment

3, Task 2
Student name
Unit code and title
practices
Assessor name
Date of observation
Did the student: Comments
Check (X)
(How did the student demonstrate this?)
Y N
Provide summary of own observations,

and feedback of customers, from own
service periods
effectiveness of Customer Service
Policy and Procedures developed by
group
Contribute to discussion on ways to
avoid recurrence of issues
adjustments/ changes required to
Customer Service Policy and
Procedure, to address service issues
identified
Contribute to discussion on how policy
changes can be communicated to
staff
Listen attentively to the inputs of
others and, where necessary, ask
questions to clarify


I declare that I have conducted a fair, valid, reliable and flexible assessment with this student,

Task 3: Policy revision
Based on your discussion in Task 2, revise and update the Acumen Customer Service Policy
and Procedure to incorporate the changes you have identified.
You must work as a group.
Each member of the group must contribute equally to the drafting of changes to the policy.
The revised policy should include the names and student IDs of all contributors. Submit the final
policy to your assessor.
Each member of the group will be assessed individually.
• One copy of the policy your group has revised – the policy should include the names and
student IDs of all contributors

Student name

Unit code and title
practices
Course name and
title
Assessor name
Identifies amendments/ additions based on customer service issues

 Yes  No
identified in debrief session
Includes all details specified in the task  Yes  No
Follows the format specified  Yes  No
Feedback
Assessor Name:


Appendices
Appendix A- Customer and Employee Survey Results
Customer Survey Results – 100 customers were surveyed, across different service
periods and over one week.
1 2 3 4
Disagree Strongly
Can’t say Agree
agree
Staff Number of responses:
• Table reservation was handled efficiently 60 15 15 10
• Telephone queries were handled promptly
60 18 18 4
and efficiently
• Staff were prompt and efficient 60 10 20 10
• Staff were friendly and greeted guests
04 16 30 50
cordially
• Staff were professional and well presented 60 15 15 10
• Staff provided able assistance 40 23 17 20
• Staff were knowledgeable about the menu 17 20 23 40
• The server was able to answer all our questions 16 18 16 50
• The order was taken and delivered correctly 20 20 20 40
• A manager was present and available 10 10 40 40
• The restaurant was sufficiently staffed 10 10 40 40
• Overall, the service was great 40 17 20 20
Restaurant
• The lighting was suitable 15 15 30 40
• The furniture was comfortable 30 20 25 25
• Air-conditioning/ Heating was satisfactory 15 15 30 40
• The music was pleasant 15 15 25 45
Dining experience
• Quality of food was excellent 15 15 25 45
• Presentation of food was aesthetic 15 15 30 40
• The portions sizes were just right 15 15 30 40
• The experience was good value for money 30 25 25 20

Employee Suggestion Form Findings (extract):
Staff opinion on the current state of customer service in our restaurant:
• Customers complain about the time it takes them to make a reservation on phone as
people don’t pick up the phone promptly. Many customers have said that Acumen
Restaurant needs to catch up to other restaurants and start an online reservation system.
• Customers also complain about mix-ups in table reservations.
• The front of the house team is friendly but most of the staff are not experienced, and need
to be trained in several areas of the operation.
• Customers often complain about loud music and ask this to be turned down.
• Wait staff need to be trained to answer customer queries about the menu and dishes.
• Customers frequently ask the wait staff about modifying dishes on the menu to make them
vegan friendly or gluten free, and are disappointed to hear that menu changes are not
allowed.
• Many customers complain about plastic straws still being used in the restaurant. This is
because of the environmental hazard posed by plastic straws.
Staff suggestions on customer service policy changes:
• An online reservation system should be made available on the company website. This will
eliminate phone delays in making bookings and reduce errors.
• There must be a staff training policy that periodically provides refresher training to staff,
particularly new staff, on customer service standards. Staff should also receive regular
training in providing menu information to customers.
• There must be a policy on the maximum volume of music allowed, or decibel levels for
noise in the restaurant, so that customers are not negatively affected.
• The restaurant should have a policy on menu modifications, and also offer alternatives such
as gluten free pasta, vegan cheese and vegan mayonnaise at no extra cost to customers.
• The restaurant should switch to paper or metal straws, since this is a topic important to
environmentally conscious customers. Plastic straws can be made available on request for
customers with disabilities who require plastic straws as they are flexible.

Appendix B – Acumen Restaurant Customer Service Policy and Procedure
Customer Service Policy
At Acumen Restaurant, we believe the customer always comes first!. We can only succeed
with the patronage of customers, and in particular repeat customers. As a result, taking care
of our customers is our highest priority.
The following are the service principles to be followed:

• Greeting the guests well.
• Seating them at the desired table
• Ensuring that the order is served to the customer as soon as it is prepared and minimizing the
time delay between placing the order and serving it.
• Delivering the food at the table, and serving it to the customers, if needed as per your
restaurant’s service standards.
• Checking to see if the food is all right, or if the customers wish to order more at intervals.
• Clearing off the table only once the customers are done with their meal or drink.
• Reducing delay while billing.
• Asking for feedback about the service.
• Ensuring hospitality even after the customer has paid the bill and is about to leave.
Customer Service Standards
Before orders are taken:
• Welcome guests with a smile and friendly disposition.

• Promptly guide guests to their table, or the bar or waiting area if there is a wait time. Ensure
guests are comfortable.
• Provide water, menus, and any complimentary items such as bread rolls or chips upon
seating.
• Allow guests time to look over the menu and be available to answer questions.
• Take orders in a reasonable amount of time and place the orders immediately with the
kitchen.
After orders are taken:
• Serve food quickly and while hot, ensuring guests are satisfied with what they ordered.
• Check in on your table routinely, offering beverage refills and handling any concerns.
• Offer your dessert selection toward the end of the meal.
• Clear the table of unnecessary dishes, if and when appropriate.
• Present the check and be certain guest questions have been answered.
• Thank diners for visiting and say goodbye.

Etiquette
Good etiquette from a server or wait staff can impress our guests. You must:
• Maintain the proper attitude: don't act impatient, speak poorly of others or engage in
fighting or inappropriate conversations with co-workers.
• Don’t sit at the table with the guests.
• Maintain your appearance according to the personal presentation restaurant’s standards.
• Do not touch your hair or face.
• Maintain eye contact with the customer when taking orders. When taking orders, start with
the guest of honour or the oldest guest, then women and then others.
• Serve plates at the same time to everyone.
Customer Complaints
Complaints are to be expected as part of being in the hospitality business. Complaints can
give us insights and i as to how to make our cafe better. Demanding customers should be
considered as feedback for us to do our best, and resolving complaints satisfactorily can even
increase customer loyalty IF they are handled properly.
We will make sure your staff are trained to follow our procedure when handling complaints
and that they have the power to resolve issues as quickly as possible.
We encourage our customers to provide feedback and complaints so that they let us know
when there is a problem and give you the opportunity to resolve it.
We let the customer know we care and that this isn’t the kind of experience we want them to
have at Acumen Restaurant.
Customer Complaint Policy
• We value complaints as they assist us to improve our products, services and customer
service.
• This policy has been designed to assist both customers and staff. Acumen Restaurant is
committed to consistent, fair and confidential complaint handling and to resolving
complains as quickly as possible. We aim to make it easy for people to make a complaint if
they are dissatisfied and we will treat all customers making a complaint equally.
• All people making a complaint will be treated with courtesy. Where possible, complaints
will be resolved at the first point of contact. If appropriate to the complaint, front of house
staff can offer a product replacement; and under what circumstances to resolve a
complaint immediately. Complaints will still be recorded.

• If the complaint can’t be resolved immediately, the customer will be given a time frame, a
contact person and details of our complaint handling process. Where possible, the staff
member taking the complaint details will be the contact person.
• Acumen Restaurant is committed to continuous improvement and this policy will be

reviewed regularly (annually) for effectiveness and updated information.
Customer Complaint Procedure
• Listen to the complaint. Accept ownership of the problem. Apologise. Don't blame others.
Thank the customer for bringing the problem to your attention.
• Be understanding. Remember, the person is complaining about your business, not about
you personally. Be calm, cheerful and helpful. Where possible, let the customer know that
you will take responsibility for resolving the problem.
• Record the complaint. Detail the complaint so that you and other staff know exactly what
the problem is. Have one place to record complaints and the actions taken to resolve
them. This lets you see any patterns emerge over time. Complaints about a particular
process or product might indicate that changes need to be made. Staff can also see what
was done to resolve complaints in the past.
• Make sure you have all the facts. Check that you understand the details while the person is
making the complaint, and ask questions if necessary. This will also let them know that you
are taking their complaint seriously.
• Discuss options for fixing the problem. At the very least, a sincere apology costs nothing. But
think about what this complaint could cost you in lost business. Maybe you can provide a
free product or discount a future service.
• Keep your promises. Don't promise things that you can't deliver. In handling complaints it is
better to under-promise and over-deliver.
• Be quick. If complaints take several days to resolve or are forgotten, they can escalate.
• Follow up. Record the customer's contact details and follow up to see if they were happy
with how their complaint was handled. Let them know what you are doing to avoid the
problem in the future.
Customer Compensation Guidelines
Staff may offer compensation in the form of:

• Free drinks – max. 1 per person
• Free dessert – max. 1 per person
• Gift certificate/ discount voucher for future visit – max. 20% discount or 1 free entrée or
dessert
• Discount on meal – max. 20% discount

• Replacement of unsatisfactory meal at no extra charge
• Full refund for health and safety issues
• Priority service
Telephone Courtesy
It is everyone’s responsibility to answer the phone. Always try to answer the phone promptly,
within three rings. Always answer in a friendly, polite manner: ‘Good (morning, afternoon,
evening), welcome to Acumen Restaurant, how may I help you?’
If you know the answer to the customer’s question, respond clearly and politely. If you are
uncertain, ask the caller if you may put them on hold for a moment. If there a staff member
close who can provide you with the correct information, then return to the call and provide
the customer with the necessary information. If there are no staff members close by that can
help promptly, then ask the caller for their name and put the caller through to a manager,
making sure that you brief the manager on the callers’ name and the nature of their enquiry.
Always thank the person for calling.
Dress Code
• All employees of Acumen Restaurant are expected to represent the business, and dress
accordingly.
• Clothing which is faded, tattered or contains holes is not acceptable. All staff members are
required to wear black trousers and Acumen branded polo shirts.
• Shirts and trousers should be ironed and neat in appearance, shirt tucked in and a belt
worn with the trousers.
• Closed toed footwear with rubber soles is required.
Feedback Process
• Acumen Restaurant will provide guests with the opportunity to provide feedback on the
service provided.
• Feedback forms along with alternate methods of providing feedback such as verbally (in
person or by telephone) or written (hand written, delivered, website or email), will be
available upon request.
Submitting Feedback
• Guests who wish to provide feedback by completing an onsite customer feedback form or
verbally can do so to any employee.
• Guests who provide formal feedback will receive acknowledgement of their feedback,
along with any resulting actions based on concerns or complaints that were submitted.

Recording and reporting customer feedback
The best opportunity of improvement is through the customer feedbacks. Customer inputs are
the most significant as they will exactly tell you what they expect and what works for them.
Therefore, feedback must be effectively used to improve your customer service offerings.
Feedback aimed at improving services will be recorded in the customer complaint register.
Continuous improvement actions taken will be recorded in this register.
Appendix C – Email Template
To: Acumen Restaurant Staff List

From: [name@acumenrestaurant.com]
Date: [date of assessment]
Subject: [Subject of the email]
[Opening – greeting andbrief purpose of email.]
[Body – key points, actions required from readers.]
[Conclusion – e.g., direct readers to action, inform readers of further options, etc.]
[Sign off and name]

Appendix D – Customer Service Evaluation Report Template
Customer Service Evaluation Report
Name and ID of evaluator:

Service period no.: Date:
What worked well?
Improved my focus and productivity: As I said before, this was the biggest benefit I achieved by staying focused
and less distracted. I could finish.
Major milestones on my plate –

I launched my social commerce solution company Shopalize in Private beta. It’s still not open to everyone to
access yet as we’re currently working on acquiring early customers and trying to hash out product flow with them.
Once we have more confidence on our product and it’s value, we’ll open it to more people.
What was the customer feedback you received?

It was wonderful and we will refer you to our friends.
What needs improvement or change (based on your observations and customer feedback)?
1.Implement your planned customer service survey and use the results to set a benchmark for your current
performance.
2.Use the survey score as a basis for a SMART goal. It is a best practice to include employee input when setting
this goal to foster greater buy-in.
3.Communicate this SMART goal to your employees and share regular progress updates.
How will policies and procedures have to be changed?

Step 1: Consultation
Step 2: Tailor the policy to your business
Step 3: Define obligations clearly – be specific
Step 4: Make the policy realistic
Step 5: Publicise the policies and procedures
Step 6: Train all employees in policies and procedures
Step 7: Be consistent in your policy implementation
Step 8: Review all policies and procedures regularly
Step 9: Enforce the workplace policies and procedures

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Student Name: mandeep singh

Student ID: SAE 4869

This is a summative assessment, which requires

Assessment 1 Written Questions

Assessment Methods Project/Role-

Version: 4.0 Acumen Education Pty Ltd © Page 1 of 70

Assessment 3 –Demonstration/Role-play observation ...................................................... 52

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The unit applies to senior managers who operate independently, have

This includes individuals working in a range of tourism, travel, hospitality and

No occupational licensing, certification or specific legislative requirements

Research customer service requirements.

Self-management Take responsibility for customer service outcomes.

Version: 4.0 Acumen Education Pty Ltd © Page 4 of 70

Technology skills Use software to analyse customer satisfaction data.

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Conditions • an industry workplace

Every assessment task will require satisfactory completion in order for

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• In task 2, is a role play.

• In task 3 - You should draft customer

• In task 4 - You should communicate the

3 Demonstrati There are 3 tasks in this assessment.

• task 2 is a role-play, wherein you should

• task 3 – Policy revision

Instructions: • You can seek clarification regarding the assessment required to be

Version: 4.0 Acumen Education Pty Ltd © Page 8 of 70

expected of you. You may refer to the observation checklist for

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If the student remains ‘Not Competent’ after a third re-submission, he or

* Due to the variance in the amount of work completed for each

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For Assessor Only -ASSESSMENT COVER SHEET

Assessment 1 Written Task S | NS

Task 1 – Research Project S | NS

 Task 2 Role-play observation checklist S | NS

 Task 4 - Project - Email draft S | NS

 Task 1 – Role-play/Practical observation checklist S | NS

Assessment 3  Task 2 – Role-play observation checklist S | NS

 Task 3 – Project – Revised policy S | NS

 Valid  Sufficient  Authentic  Current

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Assessor: I declare that I have conducted a fair, valid,

Administrative use only

Entered onto Student

Competent - C Not Competent - NC

Please provide general feedback on the Student’s performance.

Assessor Signature Date

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Assessment 1 – Written Questions

Instructions for Students:

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Satisfactory Not Satisfactory Comments

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2 Briefly describe five common principles of customer service.

 Satisfactory Not Satisfactory Comments

 Satisfactory Not Satisfactory Comments

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1. Receive customers with simle

 Satisfactory Not Satisfactory Comments

 Satisfactory Not Satisfactory Comments

Assessor Signature: Date: ___/_/_____