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SITXCCS006 Student Assessment Task v1.0 Oct 2021
SITXCCS006 Student Assessment Task v1.0 Oct 2021
E: admissions@ilearnoz.edu.au
W: www.ilearnoz.edu.au
Level 1, 213-215 Lonsdale Street,
Melbourne VIC 3000
T: 03 99997401
STUDENT NAME:
STUDENT ID:
COURSE NAME:
ASSESSOR’S NAME:
DATE DUE:
UNIT OF COMPETENCY SITXCCS006 Provide service to customers
STUDENT DECLARATION:
By submitting this assessment, I declare that:
I have been advised of the assessment requirements, and I have been made aware of my rights and responsibilities as
an assessment candidate.
the assessment tasks submitted are my own original work and are not copied or taken from another source except
where this work has been correctly acknowledged. I have retained a copy of my assessment, which I can produce if
the original is lost.
I am aware that a false declaration may lead to withdrawal of a qualification or statement of attainment.
RTO Works
www.rtoworks.com.au
hello@rtoworks.com.au
0452 157 557
This resource is copyright. Apart from any fair dealing for the purposes of private study, research, criticism or review as permitted under
the Copyright Act 1968, no part may be reproduced by any process without written permission as expressed in the RTO Works License
Agreement.
The information contained in this resource is, to the best of the project team’s and publisher’s knowledge true and correct. Every effort
has been made to ensure its accuracy, but the project team and publisher do not accept responsibility for any loss, injury or damage
arising from such information.
RTO Works has developed this content in partnership with Reubarquin Press and with the expert industry guidance of Dominique
Bendebiza-Caron from Brighton College.
While every effort has been made to achieve strict accuracy in this resource, the publisher would welcome notification of any errors and
any suggestions for improvement. Readers are invited to write to us at hello@rtoworks.com.au.
Hospitality Works is a series of training and assessment resources developed for qualifications within the Tourism, Travel and
Hospitality Training Package.
Introduction
Welcome to the Student Assessment Tasks for SITXCCS006 Provide service to customers. These tasks have been
designed to help you demonstrate the skills and knowledge that you have learnt during your course.
Please ensure that you read the instructions provided with these tasks carefully. You should also follow the advice
provided in the Hospitality Works Student User Guide. The Student User Guide provides important information for
you relating to completing assessment successfully.
Assessment Task 1: Knowledge questions – You must answer all questions correctly.
Assessment Task 2: Customer service roleplays – You will participate in 3 roleplays with customers to find out
about their needs and provide the required services.
You will then resolve the customer issues.
Assessment Task 3: Customer complaints resolution project – You are required to handle complaints from
three customers, responding to the customers according to company policies and procedures.
Assessment Task 4: Customer service report – You are required to review a Feedback Register and develop a
report recommending ways to improve service delivery for the case study organisation.
Once you have read through the assessment tasks and are satisfied that you are clear on the requirements and
submission dates, complete and sign a Student Assessment Agreement. Your assessor will countersign the
agreement and keep it on file. You will find a Student Assessment Agreement in Appendix B of your Hospitality
Works Student User Guide or SMC will provide you with one.
Remember to check your Hospitality Works Student User Guide for information about:
Submitting assessments
Assessment appeals
Re-assessment guidelines
review the advice to students regarding answering knowledge questions in the Hospitality Works Student User
Guide
comply with the due date for assessment which your assessor will provide
i Assessment information
Information about how you should complete this assessment can be found in Appendix
A of the Hospitality Works Student User Guide. Refer to the appendix for information
on:
Note: You must complete and submit an assessment cover sheet with your work. A
template is provided in Appendix C of the Student User Guide. However, if your RTO
has provided you with an assessment cover sheet, please ensure that you use that.
Questions
2. Explain four types of positive communication that should be used to ensure quality customer service.
3. Explain what type of non-verbal communication would be appropriate when engaging with customers for each
of the non-verbal communication behaviours listed in the table.
Body language
Use of space
4. Explain how feedback from staff and customers can be used to enhance customer service.
5. Thinking about the qualification you are studying and the industry you would like to work in, answer each of the
following questions:
a. Describe at least three professional service standards and protocols for staff.
b. Describe at least three attitudes and attributes that would be expected to work with customers.
c. Describe at least three key customer service needs and communication expectations in the industry.
d. Describe expected standards for personal presentation and hygiene.
e. Describe customer service and communication needs that may arise for specific customers such as those
with languages other than English.
7. Choose a company you are familiar with and/or would be interested in working for. Answer each of the
following questions.
a. What does the company says its response time is for providing services and resolving complaints? How
does this compare to other companies?
b. What are its personal presentation and hygiene standards?
8. Review the table below and explain why it is important for customer service to address this.
Loyalty programs
Pricing guarantees
Product quality
Response times
Service guarantees
9. Choose two cultural groups you know about and for each describe the following in relation to customer
service:
a. modes of greeting, farewelling and conversation
b. body language and body gestures
ILOZ_SITXCCS006 _Assessment Instruction_v1.0_Oct 2021
© 2021 RTO Works 9|P a g e
ABN: 56610041775
E: admissions@ilearnoz.edu.au
W: www.ilearnoz.edu.au
Level 1, 213-215 Lonsdale Street,
Melbourne VIC 3000
T: 03 99997401
c. formality of language
d. clothing expectations for customer service staff
12. Explain three types of communication equipment that can be used in customer service.
review the advice to students regarding responding to written tasks in the Hospitality Works Student User
Guide
comply with the due date for assessment which your assessor will provide
i Assessment information
Information about how you should complete this assessment can be found in Appendix
A of the Hospitality Works Student User Guide. Refer to the appendix for information
on:
Note: You must complete and submit an assessment cover sheet with your work. A
template is provided in Appendix B of the Student User Guide. However, if your RTO
has provided you with an assessment cover sheet, please ensure that you use that.
Activities
Complete the following activities.
The Bridge Hotel offers high quality accommodation and dining, as well as
conference services for businesses that include on site catering, and other events
such as weddings.
For the purposes of this assessment, you are employed as a Chef for the company.
Your main role is preparing menus and food, but you also assist with answering
customer enquiries, liaise with other staff and suppliers and complete a range of
general administration duties.
Customer enquiries are received by the hotel’s reception and forwarded onto you
for action.
Today you have been forwarded enquiries from three customers which you need to
respond to. Their details are included in the customer information document. You
will participate in a role play with each of the three different customers. You will also
need to refer each customer’s enquiry to three different staff members.
Read the case study information provided above, as well as the List of Services
provided by Bridge Hotel.
Read the Customer Service Policy and Procedures to ensure that you understand
the procedures to be followed, including:
Managing enquiries
For each customer, and based on situation, consider what would be the best way of
communicating with them, for example, through face to face means, by telephone
or in writing.
Assume that all three customers have come to the hotel to meet you so your
communication with them will be conducted face to face.
Participate in each customer roleplay at the date and time specified by your
assessor.
You must ensure that you meet personal presentation and hygiene requirements as
set out in the Customer Service Policy and Procedures. You will be assessed on
this.
When exploring catering options with the customers, which is the primary focus of
the discussion, you may provide any information in relation to food and beverages
that you feel would be appropriate in the situation.
You will need to:
Establish rapport with the customer and express a genuine interest in their
requirements so as to promote goodwill and trust.
Clearly and accurately explain the services offered by Bridge Hotel that may
be suitable for the customer, including providing additional information about
services to enhance their customer service experience.
Ensure you anticipate operational problems that may arise due to the
customer’s booking request and timing.
Identify information that you are unable to immediately provide to the customer
and respond in accordance with the Customer Service Policy and procedures.
Note that during the roleplay, at least one customer will express dissatisfaction. You
Follow up the customer’s requests for information that you were unable to answer.
This will be an email to the appropriate staff member as set out in the Customer
Service Policy and Procedures and within the designated timelines.
review the advice to students regarding responding to written tasks in the Hospitality Works Student User
Guide
comply with the due date for assessment which your assessor will provide
i Assessment information
Information about how you should complete this assessment can be found in Appendix
A of the Hospitality Works Student User Guide. Refer to the appendix for information
on:
Note: You must complete and submit an assessment cover sheet with your work. A
template is provided in Appendix B of the Student User Guide. However, if your RTO
has provided you with an assessment cover sheet, please ensure that you use that.
Activities
Complete the following activities.
This assessment task requires you to handle customer complaints in relation to all
three customers who used your services in Assessment Task 2. The roleplay will
occur over the phone once for each customer i.e. three times.
You will need to thoroughly review the Complaint Handling Policy and Procedures
before you commence this task to ensure that you understand, and can apply,
procedures that must be followed and understand how to respond to customer
complaints.
The checklist should be used 3 times, one for each customer. Three checklists are
included.
The customer (your assessor) will call you with each complaint one at a time.
You are to act at all times in a professional manner.
You will need to:
Where you cannot resolve the issue, advise the customer that the complaint
will be referred on as per the complaints handling policy and procedure.
o Speaking clearly
As set out in the Complaint Handling Policy and Procedure, all three complaints
need to be referred on. Follow the procedures and send an email to the appropriate
person.
review the advice to students regarding responding to written tasks in the Hospitality Works Student User
Guide
comply with the due date for assessment which your assessor will provide
i Assessment information
Information about how you should complete this assessment can be found in Appendix
A of the Hospitality Works Student User Guide. Refer to the appendix for information
on:
Note: You must complete and submit an assessment cover sheet with your work. A
template is provided in Appendix B of the Student User Guide. However, if your RTO
has provided you with an assessment cover sheet, please ensure that you use that.
Activities
Complete the following activities.
This assessment task requires you to handle customer complaints in relation to all
three customers who used your services in Assessment Task 2. The roleplay will
occur over the phone once for each customer i.e. three times.
You will need to thoroughly review the Complaint Handling Policy and Procedures
before you commence this task to ensure that you understand, and can apply,
procedures that must be followed and understand how to respond to customer
complaints.
The checklist should be used 3 times, one for each customer. Three checklists are
included.
The customer (your assessor) will call you with each complaint one at a time.
You are to act at all times in a professional manner.
You will need to:
Where you cannot resolve the issue, advise the customer that the complaint
will be referred on as per the complaints handling policy and procedure.
o Speaking clearly
As set out in the Complaint Handling Policy and Procedure, all three complaints
need to be referred on. Follow the procedures and send an email to the appropriate
person.
review the advice to students regarding responding to written tasks in the Hospitality Works Student User
Guide
comply with the due date for assessment which your assessor will provide
i Assessment information
Information about how you should complete this assessment can be found in Appendix
A of the Hospitality Works Student User Guide. Refer to the appendix for information
on:
Note: You must complete and submit an assessment cover sheet with your work. A
template is provided in Appendix B of the Student User Guide. However, if your RTO
has provided you with an assessment cover sheet, please ensure that you use that.
Activities
Complete the following activities.
Assume that, as the Head Chef, you have been asked to develop a customer
services report identifying and recommending ways to improve service delivery
specifically for your area. This is to be based on your evaluation of the company’s
Feedback Register where all feedback and complaints are recorded. Your report
will inform solutions to be implemented.
First of all, review the completed Feedback Register.
Then develop a report that includes:
The purpose of the report and number of complaints and feedback during the
specified period