Global Institute

Level 7, 140 Elizabeth Street, Sydney NSW 2000

Ph: 02 8076 8000
Email: studentservices@globalinstitute.edu.au
Web: www.globalinstitute.edu.au
ABN: 35 601 110 178

Assessment Cover Sheet

Student Name Seunghoon Hong

Student ID GI210117

Unit Code / Unit Name SITXCCS008 Develop and manage quality customer service practices

Assessment No. 2
Date of Submission

Student Declaration:
I certify that:
 I declare that the work submitted is my own, and has not been copied or plagiarised from any person or source.
 I have read the Assessment and Student Handbook and I understand all the rules and guidelines for undertaking
assessments.
 I give permission for my assessment material to be used for continuous improvement purposes.

Student Signature:------------------------------------------------------
Date:-------/-------/-------

Result: □ Satisfactory | □ Not Satisfactory

Trainer/Assessor Feedback

Student Declaration: I declare that I have been Trainer/Assessor Declaration: I declare that I have
assessed in this unit, and I have been advised of my conducted a fair, valid, reliable and flexible assessment with
result. I also am aware of my appeal rights. this student, and I have provided appropriate feedback
Name: ____________________________ Name: ____________________________
Signature: ____________________________ Signature: __________________________
Date: ____/_____/____ Date: ____/_____/_____

Tear off from

here………………………………………………………………………………………………….......................................................................
......

Assessment Acknowledgement Receipt

Student Name: Student ID: GI
Unit Code /Name: SITXCCS008 Develop and manage quality customer service
Assessment No: 2
practices

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 Global Institute
Level 7, 140 Elizabeth Street, Sydney NSW 2000
Ph: 02 8076 8000
Email: studentservices@globalinstitute.edu.au
Web: www.globalinstitute.edu.au
ABN: 35 601 110 178

Trainer/Assessor Signature: Date:

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Assessment Task 2 SITXCCS008

Assessment Task 2 - Case study

Performance objective
The students must demonstrate 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.

Assessment description
In this assessment, students need to read the case study and answer all the questions.

Procedure
You are required to read through the case study and address all questions to achieve competence.
Your trainer will provide you with instructions for time frames and dates to complete this assessment.

Once completed, carefully read the responses you have provided and check for completeness. Your
trainer will provide you with feedback and the result you have achieved.

Submissions
You must submit:

 Answers to all the questions

Your assessor will be looking for:

 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.

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Assessment Task 2 SITXCCS008

Case Study

Mr and Mrs Jones were looking forward to celebrating their 5 th wedding anniversary in style and had
great plans for their special evening. Mr Jones decided to book a table for two for dinner at the
recently refurbished “Cape Lighthouse”, a restaurant with commanding views over the Coral Sea. To
ensure a nice table with views for this occasion, Mr Jones had contacted the restaurant 2 months prior
to make a reservation with a male staff member who appeared to be very professional. The booking
was then confirmed by telephone with Alex, a waitress, 1 week prior to the booked date.

On their anniversary Mr and Mrs Jones arrived at the restaurant; however they found there was no
booking in their name. Staff were unable to locate any booking information. Mr Jones was asked
whom he had spoken to, to make the reservation and provided the details of staff; however this was
somehow shrugged off and they were asked to wait at the entry to “see whether a table could be
arranged”.

As it was a Friday night the restaurant was very busy. Mr and Mrs Jones had to wait 15 minutes
before they finally were led to a small table the back of the restaurant near the kitchen doors.

After a further 15 minutes they were attended to by a drink waiter who took their order for an aperitif.
The Joneses placed their food and wine order and their entrees arrived after 30 minutes. The white
wine to go with the entrees did not arrive and the drinks waiter seemed to ignore their eye contact.

The main course for Mr Jones arrived within 5 minutes after the entrees had been cleared, however
Mrs Jones’ meal did not arrive for another 20 minutes.

Mrs Jones was very upset with the service and was almost on the verge of leaving.

When Mr and Mrs Jones went to pay the cheque on their way out, Mrs Jones was expecting an
apology from the restaurant staff with regards to their booking and the delay in the service,
unfortunately no one was around even to talk about it.

Mr and Mrs Jones decided that this was the last visit ever at this establishment. They definitely would
tell their family and friends about their dining experience at “Cape Lighthouse”.

Your task: Address each of the following questions relating to the case study.

1. Identify Mr and Mrs Jones’ customer needs and expectations in this case study. What would a
customer expect not only on an important occasion like the mentioned anniversary but on
each occasion when visiting an establishment?

First and foremost, customers demand a warm welcome when they arrive, followed by greater
personalisation and alternatives, and when an issue arises, personnel should be able to listen
carefully and respond fast.
We have detected certain issues that occurred in this venue in this case. To begin, Mr. and Mrs.
Jones have made a reservation to celebrate their anniversary, but our booking system was unable
to locate any information about the Joneses.
Second, a system fault occurred, but our staff did not promptly notify it to the management,

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allowing the Jones to wait another 15 minutes. Furthermore, when the Joneses were seated at their
table, the FOH staff did not process their order first, instead making them wait another 30 minutes
to place their orders. Furthermore, the entree and wine did not arrive at the same time, and the
wine crew sought to avoid eye contact.

2. What could be the likely effects of this incident for the business and custom down the track if
the customer service issues are not addressed?

The consumer would not return, and they would tell their friends or use social media to spread the
word about their unpleasant experience. We would be unable to retain existing customers while
also losing new ones.
It has an impact on the restaurant's reputation, as well as the business. Finally, employees would
depart since they are aware when something is wrong with the company for which they work.
They'll start exploring for jobs with other organisations if they experience terrible customer
service on a regular basis.

3. You are the General Manager of the Cape Lighthouse and the experience of Mr and Mrs
Jones has come to your attention.
You are determined to make contact with the customer to attempt to resolve the issue and
achieve a positive outcome. Draft a letter which clearly outlines the steps you will undertake
to contact Mr and Mrs Jones and how you will try to solve the issues. (This could be used as
guidance for a telephone conversation for contact).

Dear Mr and Mrs Jones I

have aware of the situation from Saturday night and I am sorry about this bad experience
happened to you, I sincerely apologise for our service to cause your inconvenience.
As this is not our usual standard of service, I will go it through to check our staff training and
procedures on why this happened and we will rectify any issues that are found. Meantime, I
would like to invite you to return and have a complimentary dinner in which I personally will
ensure that you are well catered for, please inform us of a time that would suit and we will book it
in.
I sincerely apologise again, I truly hope that you could continue choosing our restaurant to
accompany you through important days!
Best Regards
Manager of Cape Lighthouse

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4. Considering Mr and Mrs Jones’ recent experience, it is important to assess if there are
recurring issues with customer service at the Cape Lighthouse. How will you determine if this
is a one-off issue or if there are persistent problems? Outline your approach.

There are several ways we can use to avoid repeating the same mistakes.

To begin, we may need to debrief before each service time to confirm that we have the
appropriate number of covers, and the staff member who took the reservation call must double-
check the book to ensure that no reservations are missed. Then we can perform a training
programme to renew the employee's customer service skills. We can also observe the staff during
the service period and educate them if the supervisor or manager notices any problems.

Furthermore, the FOH personnel must contact with the kitchen on a regular basis if they discover
that some tables have not yet received their meals or that the meals are not being served at the
same time. Finally, the manager should be more responsive to any reaction from consumers if
they are dissatisfied with their experience, as a manager must act quickly or ask for input from
customers to prevent the situation from getting worse.

5. You are required to develop a policy and procedures for each of the following problem areas
which were evident:

a. Bookings
b. Staff Presentation / Greeting / Hosting
c. Reporting requirements / staff hierarchy (General Responsibilities and who is to be
contacted in case of an issue – if your industry sector varies [events, cookery, tourism,
accommodation] you may use the hierarchy which is commonly relevant to that industry
sector)
d. Customer Service Procedures for Service (Orders, timelines, attendance)
e. Dealing with complaints

Each policy needs to include:

o The policy name

o The aim or purpose
o The details of what is included
o The procedures included to achieve the purpose
o What are the requirements to train staff to be able to perform the procedures?
o How will this policy and its effectiveness be monitored and evaluated?
o To whom will this policy be made available? How?

a. Bookings

Cape Lighthouse Booking Procedure

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Assessment Task 2 SITXCCS008

This policy outlines the procedure in step by step on how to carry out a booking.

When you take order, you will need to - Greeting, Good morning, Good afternoon, Good
evening

- Taking the booking must include (date of booking, lunch or dinner, number of guest,
booking name and telephone number.

- Write down all information in the booking book.

- Repeat all the information back to the customer.

After that, you will need to enter all the information into system and sign. Then other people
can check or follow up the order, and in case if any issues occurred, we would know who
needs to take responsibility. Every month we will have a meeting to ensure the exact
implementation of company policies.

This policy would be educated by supervisor to FOH.

b. Staff Presentation / Greeting / Hosting

Greeting procedures of Cape Lighthouse

The aim of the policy is to provide employees a template as to how to greet customers.

All customers are greeted with a smile and in a friendly manner For example “ Good
morning, how are you today?”/ “Hi! there, please take a seat….” When you meet the regular
customer, it’s would be nicer if you could just call their name. Every month we will have a
meeting to ensure the exact implementation of company policies.

This policy would be educated by supervisor to FOH.

This policy will be available le to all staff members.

c. Reporting Requirements

this policy will outline the responsibilities of HR department

HR responsibilities

First and foremost, HR and managers should try to prevent sexual harassment by building a
culture of respect and trust. But, when sexual harassment occurs and an employee makes a
complaint, both HR and managers must act immediately.

Managers should talk to HR and explain our company’s procedures to their team member
who made the complaint.

Every month we will have a meeting to ensure the exact implementation of company policies.

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This policy would be educated by manager to supervisor then to everyone who works in this
restaurant.

d.

Customer Service Procedures for Service (Orders, timelines, attendance)

Customer Service Standard Policy and Procedures

This policy outlines different ways to provide high quality customer service to our customers.

Face to face

- All customers are to be greeted with a warm smile.

- Customer should be addressed by their first names, if known. - Always speak in a clear,
unhurried and friendly manner.

- Use customer’s language if possible. Telephone communication

- All calls must be answered within three rings.

- All phone calls must be answered with a friendly greeting.

- All callers must be thanked for their calls.

Email

- Email requests must be responded to within 24 hours.

- When sending email, choose the right words and phrases to maintain a professional image.
Slang, colloquial words and abbreviations are not permitted.

- Documents must be spell and grammar checked before they are sent.

Absence from Work (Reporting)

If you are unable to work a shift due to illness, you must notify your Supervisor at least 2
hours prior to the start time of your scheduled shift. If you are unable to work a rostered shift
for an acceptable reason, you must notify the Company at least one day in advance of your
absence. You were hired based on the availability listed on your employment application. The
company recommends that you use the time target system to update your unavailability and
that you notify them in writing of any permanent unavailability. You understand that if a
change in your availability does not meet the business's operational needs, the company may
fire you or amend the terms of your employment.

HR will communicate this policy to all employees.

This policy will be available to all employees.

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e.Dealing with complaints

Complaints Handing Policy and procedure

Complaints handling procedure Of dealing complaints, the procedure follows

- Listen to the complaint and thank the customer for bringing the matter to your attention. Apologise
and accept ownership, don’t blame others and remain courteous.

- Record details of the complaint Go through the complaint in detail so you can understand exactly
what the problem is. Keep records of all complaints in one central place or register. This will help you
identify any trends or issues.

- Get all the facts Check that you have understood and recorded the details of the complaint correctly.
Ask questions if necessary. Discuss options for fixing the problem Ask the customer what response
they are seeking; it could be a repair, replacement, refund or apology. Decide if the request is
reasonable.

- Act quickly Aim to resolve the complaint quickly. If you take a long time they tend to escalate.
Keep your promises Keep the customer informed if there are any delays in resolving their request.
Don’t promise things that you can’t deliver.

- Follow up Contact the customer to find out if they were satisfied with how their complaint was
handled. Let them know what you are doing to avoid the problem in the future. Every month we will
have a meeting to ensure the exact implementation of company policies.

This policy would be educated by supervisor to everyone who works in this restaurant.

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