SITXCCS006 Provide service to customers

Assessment 3 – Written Assessment (A)

Trainee Name

Trainee ID Number

Trainer/ Assessor Name

Submission Attempt Attempt 1 - ☐ Attempt 2 - ☐ Attempt 3 - ☐

Trainee Declaration:
"I hereby certify that:
 This assessment is my own work based on my personal study/research, in my own words.
 I have cited all sources and material used to assist my research for this assessment.
 I have not copied or plagiarized any part of this assessment from another student.
 I or any other student has not submitted this assessment previously.
 I have kept a copy for my own records.
 I am aware of the availability of reassessment consistent with the Institute’s Reassessment
Policy.
 I understand my right to appeal the assessment or reassessment outcome, as per the
Institute’s Complaints and Appeals Policy.

Trainee Initials Date

 Questions
What is quality customer service?
1
List 3 principles of quality customer service.

2 What is positive communication?

3 Explain the types of nonverbal communications listed below

 Body language:

Facial expression:

Posture:

Eye contact:

 
Gestures:

Tone of Voice: 

Touch: 

Space:

4 How are complaints and customer feedback beneficial to a hospitality organisation?

5 List 4 reasons why customer feedback is important for the business

 Listed below are some barriers to communication, what you could do to minimise the effect of
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each one

Barrier Controls

Noise

Cultural
differences

Limited
language skills

Emotional state

How important is non-verbal communication when conveying a message? Explain your

7
answer
 Scenario: A regular customer walks into your cake shop and asks if you sell croissants. You
say that you do and go to the back of the shop to get some for her. You customer proceeds to
tell you that she has been purchasing croissants from the Bakers Delight store down the road,
because she didn’t know you sold them.

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a. What opportunities do you see with this customer's feedback?
b. What could you do to respond positively to this customer's feedback?
c. Who would you pass this information onto?

9 List 4 reasons why staff feedback is important for an organisation?

In your own words, what is meant by effective communication when providing service to
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customers?
 Read this interview with Leigh Lockrey, a research officer for Ability Corporation at the Royal
Rehabilitation Centre, Ryde, Sydney. Leigh has cerebral palsy.

“I live alone and have to shop constantly, so I am quite an expert on customer service for people with
disabilities. I am in a wheel chair.

Most times when I shop with someone able-bodied, the most common mistake is made: the shop
assistant speaks to my friend and not to me. It is assumed that my companion is the customer, not me.

Even if it is clear that I am the customer, most assistants continue treating my friend as some sort of
interpreter. That makes you feel pretty awful.

Another problem I experience is the height of counters in stores. It is almost impossible to communicate
from a wheelchair up and over the counter. The assistant should come out from behind the counter and
over to me.

The third problem is the question of levels. Have you ever tried to talk to someone when they are
standing, and you are sitting? It makes the communication very unequal. When I run staff training
sessions as part of my work, I get people to talk to each other, one sitting and the other standing. The
standing person inevitably dominates the conversation. When people both sit the conversation
11 becomes one between equals.

So, I would advise shop assistants to pull up a chair or stool, or to sit on a step next to the wheelchair.
Then we can talk more freely.

It’s fairly clear that shelving in supermarkets is not too friendly to people in wheelchairs. I need help
getting items off shelves which are out of my reach. And some items are heavy or awkward to lift when
you’re sitting.”

Using Leigh Lockrey’s advice, make a checklist of techniques to use when serving a customer
with cerebral palsy. These customers have two barriers to overcome: their wheelchairs and
their speech difficulties. Make your notes under two separate headings below.
Techniques for serving people in wheelchairs Techniques for serving people with speech
difficulties

You work waiting tables in a crowded, busy restaurant. The maître d’ has just informed you
12 that a regular customer with a sight impairment is on table 4. Explain five ways you would look
after this customer.

Describe 4 different techniques for serving people who are deaf or hearing impaired in a
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hospitality environment?

List 5 different expectations a customer would have regarding service within the hospitality
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sector
15 Describe the expected attitude you should have when working in hospitality

List and describe 6 different attributes that make up a good customer service worker in the
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hospitality industry.

The hospitality industry relies heavily on presentation and organisational hygiene standards.
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List 5 examples of each standard.

Personal Standards:

Organisational hygiene procedures:

When dealing with face to face with a customer, what is the standard timeframes for meeting
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their requests in hospitality?
 There are typically different types of customers we encounter in the hospitality industry.
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Explain each type of customer listed below:

Internal:

External:

New:

Regular/Repeat:

Visitors:
 In the space provided, you are to provide a step by step process on how to deal with
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complaints.

21 What is procedure for acknowledging and greeting the customer?

Some establishments have loyalty programs for their customers, list and explain 3 ways to
22
ensure that the loyalty program is successful.

All hospitality organisations have Customer Service Policies and Procedures. Define the
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following terms as listed below:
Pricing guarantees:

Product quality:

Refund policies:

Cancellation policies:

Response times:

Service guarantees:

24 How would your presentation standards be for the following in Hospitality?

Customer Environment:

Customer Service personnel:

Promotional Materials:

What factors would you need to consider when focusing on customer service skills in a
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hospitality environment?

26 How should you compensate customers for service difficulties?

Circle one answer:
a. Give them the compensation they ask for. The customer is always right after all!
b. If they’re nice to you, give them their money back. If they’re not, don’t! You don’t want
customers like this to come back anyway.
c. Avoid compensating customers for service difficulties as it eats into profits. If you don’t
return their calls they’ll get frustrated and give up.
d. Be proactive and compensate them according to your individual empowerment and
organisational policy.

27 What are three ways to get “formal” feedback for hospitality establishments?

28 What are two ways to get “informal” feedback for hospitality establishments?

29 What are three things you can do to accommodate cultural differences in organisations?
 Listed below are the different types of communication techniques used in hospitality. Explain
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each technique in your own words

Verbal:

Non-Verbal:

Written:

Visual: