ASSESSMENT COVER PAGE

STUDENT DETAILS / DECLARATION:

Course Name: DIPLOMA OF HOSPITALITY MANAGEMENT

Unit / Subject Name: SITXCCS008 Develop and manage quality customer service practices

Trainer’s Name: ARIF KHAN Assessment No: Task A, Task B, Task C

oX I fully understand the context and purpose of this assessment.

oX I am fully aware of the competency standard/criteria against which I will be assessed.
I declare that:
oX I have been given fair notice of the date, time and venue for the assessment.
oX I am aware of the resources I need and how the assessment will be conducted.
oX I have had the appeals process and confidentiality explained to me.
oX I agree that I am ready to be assessed and that all written work is my own.
oX This assessment is my:
o
X First submission o Re-submission (Attempt ___ )
Student Name: YANLIN GUO Student ID: AC20190099
Student’s Signature: Submission Date: / /

ASSESSOR USE ONLY: (ACADEMIC DEPARTMENT)

Result:
Assessment Task A: o Satisfactory o Not Satisfactory

Assessment Task B: o Satisfactory o Not Satisfactory

Assessment Task C: o Satisfactory o Not Satisfactory

Final Assessment Result for this unit C / NYC

Feedback:
Feedback is given to the student on each
Yes / No
Assessment task & final outcome of the unit

Assessor’s
Feedback:

Assessor’s Date: / /
Signature:

ASSESSMENT FIRST SUBMISSION/RE-SUBMISSION RECEIPT:

It is student’s responsibility to keep the assessment submission receipt as a proof of submission of assessment tasks.

Student Name: YANLIN GUO Student ID: AC20190099

Unit / Subject Code: SITXCCS008 Assessment No: TASK A, TASK B, TASK C

Trainer Name: Date: / /
ARIF KHAN

Signature:

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Assessment/evidence gathering conditions

Each assessment component is recorded as either Satisfactory (S) or Not Yet Satisfactory (NYS). A student can only achieve
competence when all assessment components listed under procedures and specifications of the assessment section are
Satisfactory. Your trainer will give you feedback after the completion of each assessment. A student who is assessed as NYS is
eligible for re-assessment. Should the student fail to submit the assessment, a result outcome of Did Not Submit (DNS) will be
recorded.
Student should be provided with an appropriate time frame in which to resubmit their work, according to the RTO’s re-assessment
policy and procedure.
Plagiarism, cheating and collusion.
Where a trainer/assessor believes there has been an incident of academic misconduct involving plagiarism, cheating, and/or
collusion, they should report this along with reasons for the allegation. Assessors should refer to their RTO’s policy and procedures
regarding training and assessment for further information.”
When all unit’s assessment tasks have been submitted and assessed (including resubmissions), print out a copy of this unit’s Final
Results Record, included as the last page of this document. Record the result for each task and the final result for the unit as C
(Competent) or NYC (Not Yet Competent). There is also space to give the student some written feedback for the overall unit.
Sign and date the middle section and give the sheet to the student. After discussing their results with them, the student must fill out
and sign the final section of the Record, where they acknowledge the result that you have given them.
When the student has filled out the final section of the Final Results Record, make a copy for them and retain the original with the
student’s records.

Resources required for this Assessment

• All documents must be created using Microsoft Office suites i.e., MS Word, Excel, PowerPoint

• Upon completion, submit the assessment printed copy to your trainer along with assessment coversheet.

• Refer the notes on eLearning to answer the tasks

• Any additional material will be provided by Trainer

Instructions for Students

Please read the following instructions carefully

• This assessment is to be completed according to the instructions given by your assessor. These instructions may include
answer length or size (word limit), how to conduct role play presentation etc.
• Feedback on each task will be provided to enable you to determine how your work could be improved. You will be provided
with feedback on your work within 2 weeks of the assessment due date.
• Should you not answer the questions correctly, you will be given feedback on the results and your gaps in knowledge. You will
be given another opportunity to demonstrate your knowledge and skills to be deemed competent for this unit of competency.

• If you are not sure about any aspect of this assessment, please ask for clarification from your assessor.
• Please refer to the College re-assessment and re-enrolment policy for more information.
• Please provide required references of the sources, if you use any information from any sources (such as: learner book, power
point and online resources) to answer the assessment questions and make the required changes to justify that it is your own
work.

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Re-submission opportunities

Please read the following instructions carefully

• Students will be provided feedback on their performance by their Assessor. The feedback will indicate if you have
satisfactorily addressed the requirements of each part of this task.
• If any parts of the task are not satisfactorily completed your assessor will explain why and provide you written feedback along
with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt/ s will be
arranged at a later time and date.

• Students have the right to appeal the outcome of assessment decisions if they feel they have been dealt with unfairly or have
other appropriate grounds for an appeal.
• Students are encouraged to consult with their assessor prior to attempting this task if they do not understand any part of this
task or if they have any learning issues or needs that may hinder them when attempting any part of the assessment.

• Please see Student Assessment, Reassessment and Repeating Unit of Competency Guidelines v1.0 for more detail.

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 Assessment Task A: Skills Activity

The skills activity is designed to be a series of demonstrative tasks that should be assessed by observation (by the
assessor or third party, depending on the circumstances).

It will demonstrate all of the skills required for this unit of competency – your assessor will provide further instructions
to you, if necessary.

Task summary
Objective: To provide you with an opportunity to show you have the required skills for this unit.

This activity will enable you to demonstrate the following 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 communication skills to:
➢ Discuss customer service needs with staff and customers
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 skills to:
➢ Allow for a rational and logical evaluation of the characteristics and needs of the organisation in
order to design tailored customer service practices
Planning and organising skills to:
➢ Plan for, establish and regularly monitor all components of the customer service system
Self-management skills to:
➢ Take responsibility for customer service outcomes
Technology skills to:
➢ Use software to analyse customer satisfaction data

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Answer the activity in detail, considering your organisational requirements.

1. Locate any existing workplace customer service surveys that exist within your organisation. Read
through the responses or any visual displays of the data to determine current levels of practice.
Together with this information, read through any documents regarding current industry practices; what
do they tell you about customer service requirements?

2. Based on any findings you have found regarding levels of customer service within your workplace,
develop a range of policies and procedures that provide service expectations.

3. Lead a meeting within your workplace with staff members about customer service needs. In addition,
speak to a minimum of three customers about what they expect from customer service.

4. Using sales figures from your organisation, calculate the percentage change in sales over the past 6
months and past 12 months.

5. Research a range of management methods and demonstrate a variety of new skills that can improve
workplace customer service.

6. Develop a plan that details a range of different methods that can be used to evaluate and highlight the
characteristics and needs of your business in relation to customer service.

7. Within a workplace environment, demonstrate that you can plan for, establish and regularly monitor all
components of the customer service system.

8. Within a workplace environment, demonstrate that you can take responsibility for customer service
outcomes.

9. Use software or an electronic device to analyse customer satisfaction data.

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 Assessment Task B: Knowledge activity ( Q & A)

The knowledge activity is designed to be a verbal questionnaire where the assessor asks you a series of questions to
confirm your competency for all of the required knowledge in the unit of competency.

Task summary
Objective: To provide you with an opportunity to show you have the required knowledge for this
unit.

The answers to the following questions will enable you to demonstrate your knowledge of:
➢ Principles of quality customer service
➢ 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
➢ Methods of formal and informal customer research
➢ Methods of implementing quality service provision
➢ Methods of assessing the effectiveness of customer service practices
➢ Methods of obtaining feedback from customers
➢ 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
➢ 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 procedures.

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Answer each question in as much detail as possible, considering your organisational requirements
for each one.

1. How could you define customer service and what are its key principles?

2. Provide three examples of common customer needs and expectations.

3. Within your organisation, what are the roles and responsibilities of management, supervisors and
operational personnel in providing quality service?

4. Provide two examples of sources of information in relation to current service trends and changes that
affect service delivery.

5. Provide one example of an internal environment change and one external environment change and
explain their potential impact on planning for customer service.

6. What methods of research can be used when obtaining information on customers? Describe how they
can be used.

7. What are the key methods of implementing quality service provision?

8. Describe at least three different methods that can be used to assess the effectiveness of customer
service practices.

9. Discuss a range of examples of methods used for obtaining feedback from customers.

10. What industry or accreditation schemes exist that can be used by your workplace to improve customer
service?

11. Looking at your own organisation or thinking hypothetically, what policies and procedures assist in
ensuring quality customer service?

12. Describe the objectives, components and comprehensive details of consumer protection laws that
relate to customer service for your industry.

What do they say about your business’s responsibility for:

➢ Nominating and charging cancellation fees?

➢ Providing information on potential price increases?
➢ Providing refunds?
➢ Supplying products as described or substituting suitable products when unable?
➢ Formats for and content of policies and procedures?

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 Assessment Task C: Performance activity

The performance activity is designed to be a practical activity performed either in the workplace or a simulated
environment. You should demonstrate the required practical tasks for the unit of competency and be observed by the
assessor and/or third party, as applicable to the situation. If the third party is required to observe you, you will need to
make the required arrangements with them.

If necessary, for the activities, you should attached completed written answers, portfolios or any evidence of
competency.

Task summary
Objective: provide you with an opportunity to demonstrate the required performance elements for
this unit.

This activity will enable you to demonstrate the following performance 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.

Answer the activity in as much detail as possible, considering your organisational requirements.

1. For the business that you work for, research the needs and expectations of your customers as well any
industry standards. Develop a range of customer service policies and procedures based on your
findings for a minimum of three different areas of the business.

2. Implement the policies you have developed in consultation with staff, and monitor workplace practices
over four service periods.

3. Using the findings from monitoring workplace practices, evaluate the effectiveness of new policies you
have introduced and identify any failings.

4. If you have established there are failings with current practices, look back to your policies and
procedures, adjusting them as required. Communicate the amendments to staff in an appropriate
manner.

5. Finally conduct a presentation to present all findings of above mentioned tasks (1-4)

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 Assessment Task A, Task B, Task C Checklist

Student’s name:

Completed
successfully
Did the student: Comments
Yes No

Assessment Task A

Question 1.

Question 2.

Question 3.

Question 4.

Question 5.

Question 6.

Question 7.

Question 8.

Question 9.

Assessment Task B

Question 1.

Question 2.

Question 3.

Question 4.

Question 5.

Question 6.

Question 7.

Question 8.

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Question 9.

Question 10.

Question 11.

Question 12.

Assessment Task C

Question 1.

Question 2.

Question 3.

Question 4.

Question 5.

Task Outcome: Satisfactory  Not Satisfactory 

Assessor name:

Assessor signature:

Date:

SITXCCS008 Assessment Task A, Task B, Task C

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Role Play Observation (Assessor Checklist)

This checklist is to be used when assessing the students in this task. This checklist is to be completed for each student. Please refer to separate
mapping document for specific details relating to alignment of this task to the unit requirements.

Student name:

Student ID:

Date:

Completed
successfully Comments
In completing this task, did the student
Yes No
Dressed appropriately

Speaking clearly and concisely to present

information

Using active listening techniques

Appropriate Body language

Eye contact with audiences & observer

Identify issues/problems/needs

Summaries or paraphrase

Responding to audiences’ questions

Closed questions to justify

Handed relevant role play document to
observer

Task Outcome: Satisfactory  Not Satisfactory 

Assessor Comments:

Assessor Name:

Assessor signature:

Role Play Observation (Assessor Checklist)

Version: 1.0
Implemented: January 2019
To be reviewed: January 2020
Responsibility: Academic Manager Page 1 of 1
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