Student Assessment Booklet: SIT50416 Diploma of Hospitality Management

Student Assessment Booklet
SIT50416 Diploma of Hospitality Management
SITXCCS008 Develop and manage quality customer

service practices
Student Full Name: GURPREET KAUR
Student ID: S14023
Date of submission:
Group no.
Trainer and Assessor’s name
Document Name SAB SITXCCS008 Created Date July 2019

Version No: V2.0 Last Modified Date: July 2020
ANGAD Australian Institute of Technology, CRICOS Code: 02970M, Provider Code: 22073
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ABOUT THIS BOOKLET
This assessment booklet and tools has been designed for students undertaking face to face mode of study
to provide information before students take assessments and contains assessment tools to assess the
skills and knowledge required from students to be deemed competent in this unit.
This booklet might not be suitable for students taking other modes of study e.g. online or work based.
Please read all the information given to you when you receive this assessment booklet. If you do not
understand any part of this booklet, please inform your assessor/trainer.
The assessment booklet contains two (2) parts:
PART 1: Assessments information: This part contains information on assessments for this unit of
competency and how assessment will be conducted throughout unit to achieve the competency. It
includes:
 Application of the unit of competency

 Purpose of assessment
 Elements, performance evidence and knowledge evidence requirements of the unit
 Conditions, context, required resources and location of the assessment.
 Assessment tasks.
 Outline of evidence to be collected.
 Administration, recording and reporting the requirements including special adjustments, appeals,
reasonable adjustments and assessors’ intervention.
PART 2: Assessment tasks: This part contains the information to successfully undertake the assessment
task. In each assessment task, students will find the following information:
 Task instructions.
 Role play / Practical Demonstration information.
Information on resources required, where applicable

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PART 1
Assessment Information
Application of the unit of competency:
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.
Purpose of assessment:
The purpose of assessment is to determine competency in the unit SITXCCS008- Develop and manage
customer service practices
Elements
1 Develop quality customer service practices.

2 Manage delivery of quality service.
3 Monitor and adjust customer service.
Performance evidence:
Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the
context of the job role, and:
 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
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staff.
Knowledge Evidence
Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria
of this unit:
 principles of quality customer service

 specific industry sector:
- professional service standards for service industry personnel
- 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:
- changes in the competitive environment
- economic climate
- introduction of new technologies or equipment
- management changes and organisational restructures
- recruitment practices
- trends in customer service preferences
 methods of formal and informal customer research:
- analysis of competitive environment and industry service trends
- customer service surveys
- customer focus groups
- qualitative or quantitative research
- seeking feedback from service delivery colleagues
- questioning customers
 methods of implementing quality service provision:
- developing, implementing and monitoring customer service policies and procedures
- involving staff in the development of customer service practices
- evaluating staff and customer feedback
 methods of assessing the effectiveness of customer service practices:
- examining overall business performance
- monitoring the ongoing effectiveness of:
 staff in meeting customer service standards
 policies and procedures in explaining practices

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- reviewing numbers and nature of:
 complaints
 disputes
 responses of customers
- reviewing customer satisfaction survey statistics

 methods of obtaining feedback from customers:
- customer service discussions with employees during the course of each business day
- discussions with customers
- formal customer interviews
- regular staff meetings that involve service discussions
- seeking staff suggestions for content of customer service policies and procedures
- surveys of internal customers, external customers and staff
- 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:
- acknowledging and greeting customers
- complaint and dispute management
- authority for different level personnel to resolve complaints, disputes, service issues and
customer compensation
- loyalty programs
- presentation standards for customer environment and customer service personnel
- pricing and service guarantees
- product quality
- refunds and cancellation fees
- response times
- 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:
- nominating and charging cancellation fees
- providing information on potential price increases
- providing refunds
- supplying products as described or substituting suitable products when unable

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- formats for and content of policies and procedures.
Context and conditions for assessments:

To comply with the assessment condition of this unit:
 Angad Institute will conduct practical assessment for this unit in its class room with simulation
through scenarios and roleplays where student will demonstrate ways to enhance customer
service experiences.
 You will have access to suitable facilities, equipment and resources, including computers,
databases and templates.
 Angad Institute access to wide range of resources to develop and manage quality customer
service practices. (Please refer Appendix1 at the end of this assessment tool for detailed list of
assessment resources).
 Knowledge assessment and role play for this unit will be conducted at Angad Institute Classrooms
at 501, La Trobe Street, VIC
 All the Assessors assessing the learners in this unit strictly satisfy the requirements specified in
Standards for Registered Training Organisations’ requirements for assessors
Resources Required:
The assessor will ensure that assessment is conducted in a safe environment and you have access to the
following resources for the unit.
- Computers with access to internet and printers

- Australian Training Product/learner guide for unit SITXCCS008
- Access to simulation through roleplays and scenarios with access to equipment and documents
defined in conditions of assessment above.
Clustering/holistic assessment:
There is no provision for clustering of assessments in this unit.
Competency Requirements:
To be judged competent in this unit, you will be required to demonstrate all indicators which are shown in
the Marking Guide (assessor’s document).
You must satisfactorily complete all assessment tasks to be Competent (C) in the unit. Students with
unsatisfactory completion of any of the assignment tasks will be deemed Not Yet Competent (NYC).
Assessors will ensure that the evidence collected meets the requirements of the Rules of Evidence
(authentic, current, sufficient and valid) prior to entering results into the competency record sheet.
Students unsuccessful at achieving “Satisfactory” for any assessment at the first attempt will be given two
opportunities for reassessment. If the student is still deemed Not Yet Competent (NYC) after two
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reassessments in a unit of competency student will be required to repeat the unit as per the scheduled
delivery of the course. For further details, refer to Angad Institute Re-Assessment Policy and Angad
Institute Course Progress Policy.
Assessment Assessment description Due date Location of

tasks assessment
Assessment You are required to choose the correct option(s) Needs to be
Task 1 (AT1) – from the choices given for the questions. You must completed in
Knowledge present your assignment in a clear and the classroom
Test professional manner.
You will be given 60 mins to complete this task.

Assessment You are required to provide answers to the Needs to be
questions and present the assignment in a clear completed in
Task 2 (AT2) –
and professional manner. the classroom
Worksheets You will be given 3 hours to complete this task.
Assessment This assessment is project based where you are Needs to be
Task 3 (AT3) – required to complete a research project using a completed in
Project simulated environment and complete five (5) simulated
different tasks. environment
Assessment This assessment requires you to undertake a Needs to be

Task 4 (AT4) – series of roleplays to demonstrate your ability to completed in
Role Play manage quality customer service policies and simulated
procedures. environment
Assessment Task:
To achieve competency in this unit, you must satisfactorily complete all the following assessment tasks
within the date and time specified in the session plan. This will demonstrate that you have all the required
skills and knowledge for this unit.
Outline of evidence to be collected:

You must submit the following evidence to be marked competent for this unit. Your assessor will ensure
that the evidence submitted meets the Rules of Evidence which are valid, sufficient, current and
authentic.
Assessment Task 1  Completed knowledge test with questions answered and submit to your
(AT1) – Knowledge assessor electronically or paper-based.
Test  Complete and sign the cover sheet for assessment task
Assessment Task 2  Completed worksheet with questions answered and submit to your
assessor electronically or paper-based.
(AT2) – Worksheets
 Complete and sign the cover sheet for assessment task
Assessment Task 3  Read the project scope.
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(AT3) – Project  Complete all tasks given
 Answer all questions
Assessment Task 4  Conduct role-play in a simulated environment

(AT4) – Role Play  Role-plays can be recorded for further analysis
 Complete the role-play
 Answer all the questions
Administration, recording and reporting requirements:
You must read and follow this information carefully while completing assessments for this unit of
competency and if you are unsure of any instruction, please contact your assessor to clarify.
The assessments are intended to be equitable, fair and flexible.
Submission of assessment:
You must ensure that the completed assessment tasks are submitted along with the assessment cover
sheet:
 Your assessor will mark the submitted assessment, provide feedback to you and complete the
comments section against each task, where applicable.
 All tasks must be completed in legible English. They must also be written in legible and clear hand
writing. If you chose to type your answers, you must submit a hard copy of your responses to your
Trainer and Assessor.
 You must submit all assessments on or before the due date specified by the assessor as per the
training plan.
 Extensions for individual assessment tasks may be negotiated in specific circumstances with your
assessor/trainer. However, you need to provide genuine evidence documents when seeking an
extension to due date (e.g. extensions due to illness will require a medical certificate). To arrange
an extension, you must speak to your assessor prior to the due date.
 You are permitted to use dictionaries and to seek support (as required) unless it puts in jeopardy
the integrity of the assessment, your assessor will let you know if this is the case.
 Unless the assessment task specifically allows pair work or group activities such as brainstorming,
you must submit your own original work and must not copy the work of other students. Plagiarism
is unacceptable.
 Keep a copy of all of your work, as the work submitted to your assessor will not be returned to you.
On rare occasions, in case assignments are lost in the system you may be asked to provide a copy
of your work.
Recording an assessment result:
Once the assessments have been completed, the assessor will record the assessment results on the
student assessment record sheets and all results will be approved by the course coordinator.
Assessors will check that you have completed the student declaration prior to filling out the assessment
sheet.

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Retaining assessment records:
Angad Institute will securely retain all completed student assessment items for each student for a period of
12 months from the date on which the judgement of competence for the student was made. Angad Institute
will also retain sufficient data to be able to reissue AQF certification documentation for a period of 30 years.
All assessment records submitted to the assessor for marking will be stored and retained properly. And a
hard copy submitted to student administration for filing along with the evidence.
The assessor will ensure that the student records are securely retained in accordance with the Angad
Institute record control policy accessible by the Student Administration Officer.
Assessment outcomes:
For unit of competency:
There are two outcomes for assessments: C = Competent and NYC = Not Yet Competent (requires more
training and experience).
You will be awarded C = Competent on completion of the unit when the assessor is satisfied that you have
completed all assessments and have provided the appropriate evidence required to meet all criteria in line
with the Rules of Evidence. If you fail to meet this requirement, you will receive the result NYC = Not Yet
Competent and will be eligible to be re-assessed in accordance with the Angad Institute Re-Assessment
Policy and Angad Institute Course Progress Policy.
For assessment task:
There are two assessment outcomes for tasks. S = Satisfactory and NS = Not Satisfactory.
On the individual assessment cover sheet for assessment tasks you will be marked Satisfactory, if you
have completed the task successfully, submitted all evidence and satisfied the assessment criteria and Not
Satisfactory, if you have not completed the task, the evidence is not sufficient or does not meet the
requirements of the assessment criteria.
Re-assessment:
If you are unsuccessful at achieving competency at the first attempt, you will be given two further
opportunities for re-assessment at a mutually agreed time and date. For further details, refer to the Angad
Institute Re-Assessment Policy and Angad Institute Course Progress Policy. As this is a competency
based program, the assessment continues throughout the program until you either achieve Competency in
the assessment tasks or a further training need is identified and addressed.
Student access to records:

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You have the right to access current and accurate records of your participation and results at any time. You
can see your results or attendance progress by requesting a copy of your records by contacting the student
administration and the assessor.
Support:
You may seek clarification about the assessment information and the instructions and tasks at any time
from the assessor.

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Reasonable adjustments and special learning needs:
Angad Institute works to ensure that students with recognized disadvantages can access and participate in
education and training on the same basis as other students. Disadvantages may be based, for example,
upon age, cultural background, physical disability, limited or non-current industry experience, language,
numeracy or digital literacy issues.
Where pre-training interviews and assessments reveal that a student may require special support or
where, after enrolment, it is made apparent that the student requires special support, reasonable
adjustments will be made to the learning environment, training delivery, learning resources and/or
assessment tasks to accommodate the particular needs of the student. An adjustment is reasonable if it
can accommodate the student’s particular needs, while also taking into account factors such as the
student’s views, the potential effect of the adjustment on the student and others and the costs and benefits
of making the adjustment.
Any adjustments made must:
a. Be discussed, agreed and documented in the assessment record

b. Benefit the student.
c. Maintain the integrity of the competency standards and course requirements as stipulated in the
training package.
d. Be reasonable to expect in a workplace.
Reasonable adjustment may consist of:
a. Providing additional time for students to complete learning and assessment tasks.
b. Presenting questions orally for students with literacy issues.
c. Asking questions in a relevant practical context.
d. Using large print material.
e. Extending the course duration.
f. Presenting work instructions in diagrammatic or pictorial form instead of words and sentences.
Complaints and appeals:

If you are dissatisfied with an assessment outcome, you may appeal the assessment decision. In the first
instance, you are encouraged to appeal informally by contacting the assessor and discussing the matter
with them. If you are dissatisfied with the outcome of such discussion, you may appeal further to either the
course coordinator and/or Head of Department. If you are still dissatisfied, you may appeal formally and in
writing to have the result reviewed. For more information, refer to the Assessment Policy and the
Complaints and Appeals Policy and Procedures.
Assessor intervention:
Assessors will check if you are ready for the assessment, and defer the assessment if you are not.
Feedback will be given to you at the completion of the assessment.During role play, the assessor may act
as a client or employer, where required, but the assessor will not interfere with the assessment. If the
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assessment activities might impact on your safety or that of others, the assessor will stop the assessment
immediately.
Plagiarism, cheating and assessment dishonesty:
Angad Institute considers plagiarism and cheating as a serious misdemeanour. Evidence of plagiarism and
cheating is treated on a case by case basis and the consequences for students engaging in such practices
may include failure of the assessment or unit or exclusion from the course. For more information, refer to
the Institute’s Academic Misconduct Policy.
Assessor feedback:
Assessors will provide feedback on the assessment that you have submitted. This can identify your
strengths and weaknesses or be an overall comment on your submission. The task specific detailed
feedback will be reflected in the assessment task coversheet.

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STUDENT ASSESSMENT AGREEMENT
Make sure you read through the assessments in this Student Assessment Booklet before you fill out and
sign the agreement below.
If there is anything that you are unsure of, consult your assessor prior to signing this agreement.
Have you read the assessment requirements for this unit?  Yes  No
Do you understand the requirements of the assessments for this unit?  Yes  No
Do you agree to the way in which you are being assessed?  Yes  No
Do you have any specific needs that should be considered? If so,  Yes  No
explain these in the space below.
Do you understand your rights to re-assessment?  Yes  No
Do you understand your right to appeal the decisions made in an  Yes  No

assessment?
Student Full Name: GURPREET KAUR
Student ID: S14023
Student’s Signature:
Date:
Assessor Name:
Assessor’s Signature:
Date:

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PART 2
Assessment tasks

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ASSESSMENT TASK 1 COVER SHEET
Student Declaration
(To be filled out and submitted with assessment responses)
 I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded with any
other student(s).
 I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me
according to the process explained to me.
 I have correctly referenced all resources and reference texts throughout these assessment tasks and this
submission is based on my own research work.
 This piece of work has not previously been submitted for assessment in this or any other subject.
 I give permission for my assignment to be scanned for electronic checking of plagiarism. I understand that
plagiarism and cheating is against Institution’s policy and will result in NYC outcome
Student’s Full Name: GURPREET KAUR

Student ID: S14023
Date of submission:
Assessor declaration
I hereby certify that this student has been assessed by me and that the assessment has
been carried out in accordance with the principles of assessment and relevant
assessment procedures
Assessor’s Name
Assessor’s Signature
Date:
Resubmission  Yes  No
Assessment Outcome:  1st resubmission
S: Satisfactory; Date of resubmission:
NS: Not Satisfactory; S NS NA  2nd resubmission
NA: Not Assessed Date of resubmission:
(Please circle) Extension request approved  Yes No
 Revised date of submission
Feedback:
Student result response

 My performance in this assessment task has been discussed and explained to
me.
 I am satisfied with the assessment decision and would not like to appeal the
outcome. (If I want to appeal, I shall get in touch with my trainer & Assessor) –
 YES  NO
Student signature
Date
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Assessment task 1: Knowledge Test
Required documents and equipment:
- Computer with internet connection to refer to various resources.

- Student assessment booklet and a pen (organized by the student).
- Angad Institute Learners’ resources for the unit SITXCCS008- Develop and manage quality customer
service practices (organised by the trainer).
- Learner’s notes
Instructions for students:
This assessment will be conducted in the Angad Institute classroom with access to the resources listed
above.
You must satisfactorily perform all tasks to be deemed satisfactory for the assessment.
Planning the assessment
- Recommended date for assessment: [Trainer to provide]

- Access all resources mentioned in required resources either printed copies or access via the internet
- Time required for assessment: 60 minutes
- You must:
o Answer all the questions satisfactorily to be deemed competent
o Complete the assessment and submit in due timelines
o Submit with a completed assessment cover sheet
- Your assessor will set a time to provide feedback
Evidence specifications:
At the end of the assessment, you will be required to submit the following evidence before the due date
specified by the assessor:
- You are required to submit a completed (ticked) multiple choice question listed in Knowledge test.
- Completed and signed cover sheet for assessment
Evidence submission:
- Documentation can be submitted electronically or paper-based.
- Your assessor will record the assessment outcome on the assessment cover sheet.

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1. What’s the easiest way to obtain information about a customer’s needs, expectations and
satisfaction levels?
(a) Observe their body language.
(b) Ask them.
(c) Do formal research.
(d) Give them a questionnaire or survey.
□ Satisfactory □ Not Satisfactory
2. Who should you get feedback about products and services from?
(a) Colleagues.
(b) External customers.
(c) Your manager.
(d) Staff and customers.
3. Why should you review changes in internal and external environments?

(a) So you can ensure internal and external customers are satisfied.
(b) So you can demonstrate your management skills to your employer.
(c) So you can integrate your findings into planning for quality service.
(d) So you can adjust temperature controls and ensure everyone is comfortable.
4. Should staff have an opportunity to participate in the development of customer service practices?
(a) Yes. Staff are more engaged, enthusiastic, loyal and productive when involved in decision-
making.
(b) No. Giving staff the opportunity to develop customer service practices would only make the
process more difficult and time-consuming.
(c) Yes. Staff need breaks from the normal routine of their jobs.
(d) No. Staff don’t usually have the capacity or knowledge to be helpful in developing customer
service practices.
5. What is the process of researching the policies and practices of other companies to help set
standards of practice in your own company known as?
(a) Continuous improvement.
(b) Quality systems.
(c) Benchmarking.

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(d) Quality assurance.
6. What does the development of good policies and procedures help ensure? Choose the best answer.
(a) That staff know how to assemble, disassemble and clean equipment.
(b) That staff provide quality service according to organisational standards and the law.
(c) That staff understand presentation standards for customer service personnel.
(d) That staff do as management asks them.
7. Which of the following options is an effective way of communicating policies and procedures to
employees?
(a) Training and coaching sessions, the company intranet, emails and meetings.
(b) Meetings, seminars, SharePoint and staffroom bulletin board.
(c) Emails, meetings and training and coaching sessions.
(d) Word-of-mouth or informal communication.
8. What policies should be made available to customers?

(a) Dress codes, cancellation policies, taxes, surcharges and payment policies.
(b) Cleaning procedures, customer complaint policies and payment policies.
(c) Uniform dress codes and standard operating procedures.
(d) Codes of conduct, taxes and HACCP standards.
9. Where should you keep your organisation’s policies?

(a) In a folder locked safely in a centrally located cabinet.
(b) On the wall in the staff tearoom.
(c) In a manual on your office bookshelf.
(d) In a place where they’re visible and readily available to staff and customers.
10. Why should you monitor customer service?

(a) To ensure standards are met.
(b) To reduce staff theft and shoplifting.
(c) To ensure customers are satisfied.
(d) To meet your KPIs.
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11. What’s the purpose of initiating internal or external staff training?
(a) To please internal customers and raise your profile in the company.
(b) To raise workers’ awareness of their performance gaps.
(c) To close up performance gaps and enhance customer service.
(d) To reduce absenteeism and increase workers’ interest in their work.
12. Who is responsible for service outcomes and dispute resolution?

(a) You.
(b) Your staff.
(c) Your manager.
(d) Your customers.
13. What standards are you required to role-model at work? Choose the best answer.
(a) Organisational personal presentation standards.
(b) Professional standards expected of service industry personnel.
(c) Product, service and performance standards.
(d) All the standards presented in this course.
14. Why should you seek and evaluate ongoing feedback from staff and customers?
(a) So you can decide which staff to promote.
(b) So you can find out which staff to reprimand.
(c) So you can use it to implement quality service and improve performance.
(d) You don’t need to seek feedback from staff and customers.
15. What should you do if you identify systemic customer service problems?
(a) Determine which staff members are responsible and discipline them.
(b) Report them to your manager according to organisational policies and procedures.
(c) Adjust policies and procedures to resolve them and improve service quality.
(d) Ring the customer to apologise and offer compensation according to your empowerment.
16. How do you assess the effectiveness of customer service practices?

(a) Review progress against your goals using key performance indicators (KPIs).

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(b) Review progress against your goals using key performance areas (KPAs).
(c) Monitor and review staff performance.
(d) Review changes in internal and external environments and your responses to them.
17. What are two ways you can evaluate the results of surveys to improve customer service practices?
(a) Using customer perceived value (CPV) and voice of customer (VOC) strategies.
(b) Using Likert scales and International Organization for Standardization (ISO) criteria.
(c) Implementing quality assurance and continuous improvement approaches.
(d) Analysing performance matrices and customer satisfaction indices.
18. One way to improve service quality is through small, inexpensive, incremental adjustments to
policies and procedures. What is the name of this approach?
(a) Quality assurance approach.
(b) Continuous improvement approach.
(c) Consumer protection approach.
(d) SMART approach.
19. Once you’ve developed or improved upon a policy, standard or procedure, what should you do next?
(a) Implement it as soon as possible.
(b) Document it and place it in the appropriate folder in your computer system.
(c) Instruct your team to pass the information on to other staff members.
(d) Document it and communicate it to all those involved in service delivery.
20. According to Australian Consumer Law what does a hospitality business need to disclose about
cancellation fees?
(a) Advise the customer in advance of a cancellation fee, the cost and the circumstances it is
charged.
(b) Advise the customer before accepting payment about the cancellation fee and its cost.
(c) Advise the customer in writing about the cancellation fee and cost before the service is
provided.
(d) You do not need to disclose any information about cancellation fees.

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21. Which of these are hospitality industry schemes that hospitality businesses can participate in?
(a) Accredited Visitor Centre, Australian Tourism Accreditation Program, Eco-Friendly STAR
accreditation.
(b) Restaurant rating system, EarthCheck and restaurant rating system.
(c) Hospitality Industry Awards, Michelin Guide, restaurant rating system.
(d) Australian Tourism Accreditation Program, star accommodation rating system and restaurant
star rating system.
22. Which of these areas should customer service policies and procedures cover?
(a) Acknowledging and greeting customers, complaints and dispute management and
presentation standards.
(b) Acknowledging and greeting customers, research and development, and cancellation fees.
(c) How customer service procedures will be monitored and quality service provision.
(d) Details of expected level of customer service and communication standards.

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Assessment Task 1 Checklist
To be completed by the assessor
Task Outcome: Satisfactory  Not Satisfactory 
Date:
Note: Trainer and Assessor to provide detailed feedback on the attached Assessment Task
Coversheet

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Student Declaration
other student(s).

Student ID: S14023
Date of submission:
Assessor’s Name
Date:
Feedback:

me.
 YES  NO
Student signature
Date
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Task 2A: Develop quality customer service practice
Q1: List five principles or characteristics of quality management.
ANSWER
1.Benchmarking
2. Quality standards
3. Team work
4. Empowerment
5. Customer feedback
Q2: List four types of external customers.
ANSWER
1. Individuals
2. Suppliers and retailers
3. Groups
4. Agents

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Q3: List four types of internal customers.
ANSWER
1. Colleagues
2. Managers
3. Team members
4. Staff from other departments
Q4: Why should you take the initiative to obtain information on customer needs and expectations?
ANSWER
It is the first step to planning what customers’ needs
Q5: List three formal and three informal ways to get information on customers’ needs and expectations.
ANSWER

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1. Ask questions to customers
2. Regular staff meeting
3. Customer survey
Q6: Discuss how you could obtain formal feedback from customers to research their satisfaction levels.
ANSWER
Customer survey and customer value
Q7: What information do companies want to know about when conducting formal customer feedback?
ANSWER

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Customer preferences, customer profile and analysis of logs and records
Q8: Identify two ways you could provide opportunities for staff to give you feedback on products and
services.
ANSWER
1. General discussions
2. Meetings
Q9: State three changes in the internal environment which could impact your quality service planning.
ANSWER
1. Management changes
2. Organisational restructures
3. Recruitment practices

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Q10: State two changes in the external environment which could impact your quality service planning.
ANSWER
1. Changes in the competitive environment

2. Economic climate
Q11: List the policies and procedures that are created to ensure quality customer service provision.
ANSWER
 Presentation standards,
 customer policies, customers’
 complaints
 disburse procedure
 communications

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Q12: Describe how you can protect your plans to ensure customer service outcomes.
ANSWER
 Negative potential outcomes, information, good teamwork, good resources
 Ensure the staff have the resources, including adequate facilities, equipment, materials, etc.
 Make sure there are adequate numbers of trained staff, well-designed workspace, sufficient time
and funds, and backup plans.
Q13: List two professional service standards hospitality staff must adhere to.
ANSWER
1. Customer service standard

2. Presentation and grooming
Q14: What attitudes and attributes are expected by the service industry to work with customers?
ANSWER
 Patient,
 teamwork,
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 be compassionate,
 good communication
Q15: Provide three reasons you should involve staff in developing customer service practices.
ANSWER
1. Staff feel more engaged

2. Loyal
3. Productive.
Q16: Explain how staff can participate in developing customer service practices.
ANSWER
Analyze current practices,
Identify key points of customer contact,

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value and improve customer service
Q17: Discuss the similarities and differences between standards, policies and procedures.
ANSWER
Standards are defined by laws.
Policies are board guidelines and need to compline with the laws
Procedures are what must happen and how staff should perform.
You have defined the Similarities and not the differences. Please resubmit your answer.
Differences:
Standards are defined by law and relate to an industry benchmark or define an organization’s minimum
acceptable level of performance.
Policies are broad guidelines to help staff handle everyday operational issues and ensure they follow
codes of practices, regulations and laws. They outline what is acceptable or unacceptable by the
organization’s standards and describe what must happen.
Q18: List the steps involved in developing policies and procedures.

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ANSWER
 Get senior management support
 Plan and consult
 Research and define
 Write the policy
 Write the procedure
Q19: Write a procedure for a customer service duty you commonly perform in your work or training
environment.
ANSWER
 Always greeting, acknowledge and say goodbye to customers
 Time frame
 Assist customers as soon as they arrive, always smile to them as a warm welcome and eyes
contact
 Always handle the complaints
 Handling money, refund and return policy

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Q20: Provide a brief description of consumer protection laws in these categories and an organisation’s
responsibilities under it for the following.
ANSWER
Catego Consumer protection law procedures

ry
Cancell
ation
fees
Must tell customers in advance, how much does it cost
Descrip
tion of
goods/
service Must be accurate and always description on the label
Price of
product
s and
service Must be accurate
s
Refund Must tell customers in advance and they aware of it, if the consumers know there isn’t a
s
refund so they aren’t entitle to refund.

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Q21: Describe what is meant by total quality management (TQM).
ANSWER
Quality management, sometimes referred to as Total Quality Management (TQM), is a management

philosophy driven by customer needs and expectations and is a way of life for organization as whole, in
which all our people are committed to customer satisfaction.

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Task 2B: Manage the delivery of quality service
Q22: Which people in the workplace should you communicate policies, procedures and expectations to?
ANSWER
All internal staff
Q23: Identify eight ways to communicate policies and procedures to staff.
ANSWER
1. Distribute hard copies

2. Send in emails
3. Conduct staff information sessions
4. Organize information coaching. This “Informal Coaching” Please check spelling before submitting.
5. Formal staff training sessions
Q24: State two ways you can check that colleagues understand policies and procedures.
ANSWER

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1. Physical demonstration
2. Role-play
Q25: List five places you can keep policies so they’re readily available to both staff and customers.
ANSWER
1. Website
2. Booking form
3. Handbook
4. Central location
5. Common staff area
Q26: What are the roles and responsibilities of management, supervisors and other employees in the
monitoring and provision of quality customer service?
ANSWER

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1.Managers:
Monitor, measure and evaluate employee progress in all areas
2. Supervisors:
Monitor, investigate and need to keep the manager inform
3.Employees:
Monitor other employees performance and notify them and provide feedback to supervisors or manager.
Q27: Write two open questions you could use to start a conversation with a colleague about customer
service problems or training needs.

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1. How do you feel about the new training system?
2. What do you think about the new equipment?
Q28: List four types of internal or external staff training you could initiate to enhance customer service.
ANSWER
1. Attending seminar
2. Attending conferences
3. Distance learning
4. University
Q29: Your customer service team is concerned about a new colleague whose performance is not up to
scratch. They say the trainee’s bad attitude is affecting customer service outcomes. Describe what
you would do.
ANSWER
A. Talk to the trainee and guideline how to provide a better customer service and changing
the attitude
B. Don’t blame other staff and take responsibility.

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Q30: State the steps you would take to resolve any team disputes that have arisen from the issues with
customer service.
ANSWER
 Discuss and define the problem,

 confirm the problem,
 brainstorm solutions,
 agree and take action,
 follow up on outcomes
Q31: List four attitudes and attributes you should model as a manager of service industry personnel.
ANSWER
1. Actively listening
2. Don’t argue
3. Show concern
4. Use appropriate body language

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Q32: Describe six ways you can demonstrate responsibility and accountability.
ANSWER
1. Be respectful with your company principle

2. Understand your organization and team structure
3. Maintain your skills
4. Maintain your job description
5. Responsible to everyone
6. Follow environmentally sustainable working practices
Q33: Explain the purpose of an organisational structure chart.
ANSWER
 To help you identify the various department and teams
 Please provide more information in 2 or 3 lines then resubmit
 To assist you in understanding everyone’s roles within the departments and teams
 To ensure you understand your own position within the structures, so you know who reports to
you and who you report to
 To help you identify your own responsibilities and duties in relation to other members of the
organization

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Q34: List six policies you should make readily available to customers.
ANSWER
1. Refund policy
2. Cancellation policy
3. Dress code
4. Smoking policy
5. Public holiday surcharges
6. GST
Q35: Identify six industry schemes aimed at improving customer service (including but not limited to
accreditation schemes).
ANSWER
1.
ndly star accreditation
2. Australian tourism accreditation
3. Green power accreditation
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4. Michelin star rating
5. Online ration systems. Please check spelling before submitting
6. HACCP
Task 2C: Monitor and adjust customer service

Q36: Identify typical systemic customer service problems.
ANSWER
 Incorrect pricing,
 Communication breakdowns,
 Supply a problem,
 procedure difficulty
Q37: List five ways you can prevent or resolve communication breakdowns.
ANSWER
1. Ensure you have communication procedure

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2. Coaching staff actively listening
3. Make sure the info is true before sharing
4. Don’t be too informal
5. Always check your understanding
Q38: Identify three ways you can seek ongoing feedback from staff and customers.
ANSWER
1. Day to day discussion

2. Interviews
3. The voices of the customers
Q39: List four measurements you can use to assess and evaluate your effectiveness when it comes to
business performance, customer satisfaction, staff performance, etc.
ANSWER
1. Surveying customers.
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2. increase profit
3. Checklist. Customer satisfaction index

4 Number of customer complaints.
5 Organizational standards
Q40: Identify six more general methods of assessing and evaluating your effectiveness with regards to
quality customer service.
ANSWER
1. Survey customer satisfaction

2. No of complaints
3. Revenue
4. Meeting budget

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Q41: Explain four ways you can identify when you need to adjust standards, systems, policies and
procedures.
ANSWER
1. Customer service issues identified

2. Changes made
3. Customer needs or expectations on longer met
4. Procedure no longer current or valid
Q42: Define the ‘continuous improvement approach’ to making adjustments in the workplace.
ANSWER
Growth and continue improve the products and services More information required. Please resubmit
A continuous improvement approach is a way for us to improve service quality by implementing small,
inexpensive, incremental changes for the better, in which systems and procedures are always evolving.
Q43: Who do you need to communicate new approaches to?

ANSWER
All the people involved in industry

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Q44: Provide three tips for communicating new customer service approaches effectively.
ANSWER
1. Have a communication plan in place to ensure all staff are informed of any changes that influence them.
2 Have a list of all employee names. When procedural changes happen, the staff can sign tha
changes.
3. Have a checkbox on the list, which can be stuck to and indicate the employees who have attended meetin
Q45: Complete the CSI chart for your restaurant.

ANSWER
Item Average Weighting factor Average Weighted score

importance satisfaction
scores scores
A B C
Taste 9 32.1% 8 2.57
Presentation 3 10.7% 7 0.75
Service 8 28.6% 5 1.43
Value for money 8 28.6% 8 2.29

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Total 28
CSI: 70.40
Q46: Look at the performance matrix. What is the systemic service problem that will need some attention?
ANSWER
Importance to customer Customer satisfaction

Knowledge of tour leader 8 3
Organisation of tour 6 8
Bus facilities 5 3
Value for money 8 8
Q47: List two sources of information on current service trends in the hospitality industry that affect service
delivery.
ANSWER
1. Exhibition
2. Seminar

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Date:
Coversheet

Page: 49 of 91
Student Declaration
other student(s).

Student ID: S14023
Date of submission:
Assessor’s Name
Date:
Feedback:

me.
 YES  NO
Student signature
Date
Page: 50 of 91
Assessment task 3: Project
Required documents and equipment:
 Industry simulated Scenarios

 Sample documentations and templates
 Computers and database
 Templates relating to organisational policies and procedures
 Scenario background information
 Appendix 2 (Customer service procedures)
 Appendix 3 (Monitoring customer service checklist)
This assessment requires you to develop quality customer service practices, manage the delivery of quality
service and monitor and adjust customer service.
You are required to do the following.
 Read the project scope.

 Complete all tasks.
 Answer all the questions.
There are five tasks in this project:
 Task 3A: Develop customer service procedures

 Task 3B Staff meeting agenda
 Task 3C: Question and answer
 Task 3D: Monitor customer service practices
 Task 3E: Question and answer
- Recommended date for assessment: [Trainer to provide]

- Access all resources mentioned in required resources either printed copies or access via the internet
- Time required for assessment: 4 hours
- You must:
o Produce all evidence as required in the practical demonstration.
o Complete the assessment and submit in due timelines
o Submit with a completed assessment cover sheet
- Your assessor will set a time to provide feedback
At the end of the assessment, you will be required to submit the following evidence before the due date
specified by the assessor:

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- Completed Appendix 2
- Completed 3 copies of section 5, Appendix 2 (Customer survey)
- Completed Appendix 3 (four copies of the monitoring customer service checklist)
- Completed and signed cover sheet for assessment
Evidence submission:
- Documentation can be submitted electronically or paper-based.
- Your assessor will record the assessment outcome on the assessment cover sheet.

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Task 3A: Develop customer service procedures
You are to complete a research project using the following options (choose any one)
 McDonalds
 KFC
 Any other restaurant which serves food from your country

banjos bakery
You are to provide information about the organisation and develop new customer service practices using
the template provided.
You are required to complete these tasks.
 Provide a brief outline of the organisation, the services it provides customers and its overall current
business performance.
 Outline the customer service evaluation processes used in the organisation.
 List your customer’s needs and expectations.
 Review any changes in your organisation’s internal or external environments and identify any trends or
changes which may impact on current customer service practices.
 Obtain information on customer needs and expectations using both formal and informal research.
 Conduct research on customer satisfaction levels by creating a survey and getting customer feedback
on products and services.
 Calculate, interpret, and summarise the results of your customer satisfaction statistics.
 From your research, identify any customer service practices that are ineffective and/or systemic
customer service problems.
 Identify any policies and procedures that need developing or adjusting as a result.
 Develop customer service policies and procedures for three areas of the business.
 Research industry standards and ensure your customer service procedures align with these.
 Go to Appendix 2 (Customer service procedures) and complete the task.

 Complete all sections of the document.
 Print out 3 copies of section 5 and conduct three surveys. These are to be completed by 3 customers in
your workplace/simulated workplace.
 Once you have completed your three surveys, scan/photograph. Name them Customer surveys.
 Submit the assessment to your assessor.
BANJOS BAKERY
 Organisational details
The services it provides customers and its overall current business performance.
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It offers customers with food such as bread and beverages such as coffee .Its overall current
formance is pretty good. Banjos is the top cafe in Hobart, which owns 40 stores in Tasmania,
Victoria and Queensland with its continuous growth.
 Customers’ needs and expectations

The business attracts everyone including family members, tourists and local communities, etc.
They can probably expect to enjoy fresh baked bread, meals and snacks with perfectly made
coffee, high end products and at the same time fast service. Even more, they can anticipate
enjoying the harmonious atmosphere of the business and relaxing themselves.
 Customer service evaluation process
Explain current methods used to assess customer satisfaction levels and gain feedback.
An online assessing system Consistent staff surveys
 Changes in internal and external environments
 They compete against Baker’s Delight.

 There can be management changes and technological changes.
 Standards must be retained across all Banjos stores.
5. Customer Survey
Three customers to complete the paper based survey and submit these with this assessment.

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CUSTOMER SURVEY
I WILL MARK PERFORMANCE AS
 Needs improvement 1
 Average 2
 Good 3
 Excellent 4
 Customer 1
Responsiveness: in dealing with customers 3
Professionalism: 2
Technical support: rate tech support of engineers and their response time 3
Product quality: rate products and do they meet your needs and expectations 3
Delivery: How do rate delivery time 2
Services: How do rate services 3
Overall satisfaction: How do rate overall satisfaction 3
Comments:
Customer 1
Technical issues need resolving quicker, such as the problem of the light on the table. It
occasionally affects customers’ mood if the facilities go wrong and are not fixed immediately
while having a meal.
 Customer 2
Responsiveness: responsiveness in dealing with customers? 2
Professionalism: How do rate professionalism 3
Technical support: How tech support of engineers and their response time 2

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Product quality: do they meet your needs and expectations
3
Delivery: rate delivery time
3
Services: rate services
3
Overall satisfaction: rate overall satisfaction
4
 Customer 3
Responsiveness: rate responsiveness in dealing with customers 2

Professionalism: rate professionalism 4
Technical support: rate tech support of our engineers and their response time 3
Product quality: rate products and do they meet your needs and expectations 4
Delivery: rate delivery time 3
Services: rate services 3

Overall satisfaction: rate overall satisfaction 3
 Customer feedback
 Responsiveness is good with yet occasional slowness, which might be on account of way
too many clients at a time.
 Professionalism and product quality are generally good.
 Technical issue related response needs improving.
 Overall satisfactions and delivery time are good or excellent.
 To sum up, staff need to be better trained and more personnel are required.
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 Develop customer service policies/procedures
Three (3) different areas of your organisation/business or areas of customer service, for example,
presentation and grooming or customer complaints. These must meet industry standards.
Research industry standards and ensure your customer service procedures align with these.
Area of focus:
 Greeting,
 farewelling
 acknowledging customers
 Purpose:
 Outline the purpose of the policy/procedure.

 Inform them of product knowledge.
 Provide customers with quality products and services including fresh and tasty food and
beverages.
 Make clients feel valued.
 Get feedback and make improvement on the products and services offered.
 Standards:
 Outline the standards that employees must adhere do.

 Smiling, greeting and acknowledging customers.
 Respond quickly in service delivery.
 Be gentle, honest and friendly with an appropriate tone, volume and voice
 Make direct eye contacts
 Have patience and empathy.
 Procedure:

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 Outline the specific procedures they should follow.
 Paraphrasing in communications
 Ask open questions
 Develop a direct relationship with customers
 Listen to their requests
 Offer them other suggestions
 Monitoring/feedback:
 Outline how you will get feedback from customers about this procedure, or how it will be
monitored.
 It will be monitored by a lack of complaints, quick services, sales, some surveys and
questionnaires and customers’ reviews, etc.
 Customer service policy – Business area two

 Area of focus: Customer complaints
 Purpose:
 Outline the purpose of the policy/procedure.

 To tackle complaints rapidly and return to clients as soon as possible
Standards:
1. Outline the standards that employees must adhere do.
2. Identify and be clearly aware of specific steps and procedures
3. Discuss and address complaints
4. Inform clients of outcomes
 Procedure:
Outline the specific procedures they should follow.
1. Record and discuss so as to find out a potential solution
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2. Respond swiftly within a proper period of time
3. Follow up on the outcomes
4. Make recommendations to the higher agency
5. Monitoring/feedback:
6. It will be monitored by improvements on your business.
 Purpose:
1. Outline the purpose of the policy/procedure.

2. To tackle complaints rapidly and return to clients as soon as possible
3. Standards:
4. Outline the standards that employees must adhere do.
5. Identify and be clearly aware of specific steps and procedures
6. Discuss and address complaints
7. Inform clients of outcomes
 Procedure:
1. Outline the specific procedures they should follow.

2. Write procedures
3. Record and discuss so as to find out a potential solution
4. Respond swiftly within a proper period of time
5. Follow up on the outcomes
6. Make recommendations to the higher agency
 Monitoring/feedback:
1. You will get feedback from customers about this procedure, or how it will be monitored.
2. It will be monitored by improvements on your business.

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Task 3B: Staff meeting agenda
Question and Answer
 Using the template provided, create a meeting agenda for a staff meeting about the three new customer
service policies/procedures you have created in Task 1: Develop customer service procedures.
 In your meeting you are to outline the three new customer service policies/procedures that you created
in Task 1.
 The meeting agenda must address the following.
 Time/date.
 Who is required to attend, e.g., wait staff, bar attendants, customer service staff.
 Outline and explain all three customer service policies/procedures.
 Include information about the purpose, standards, and customer service procedures and how
monitoring and collection of feedback will occur.
 Ask for employee feedback on each of the three new standards and procedures.
 Identify ways for each new policy/procedure to be monitored.
 Discuss how the new policies and procedures will be made available to customers.
 Allow for questions: Do employees have any changes they would like to make? Any suggestions for
improvements? Any issues?
MEETING AGENDA
MEETING INFORMATION
According to the presentation policies and standards, everyone is required to attend the meeting and
meeting as we will brainstorm ideas from everyone. We will need strategy to improve our customer ser
satisfaction to customers

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MEETING AGENDA
PREPARATION FOR MEETING
DATE
TIME FOR EXAMPLE 9:00 AM
SPECIFIC LOCATION FOR MEETING (MEETING ROOM)
AGENDA ITEMS

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MEETING AGENDA
1. Grooming standards,
2. greeting customers,
3. Dealing with customers’ complaints,
4. presentation standards
ACTION ITEMS/OUTCOMES FROM MEETING

1. PARTICIPATION OF ALL STAFF
2. IMPROVEMENTS ON NEW POLICIES

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Task 3C: Question and answer
Q1: What is the most appropriate way to communicate customer service policies, procedures and
expectations to staff in your workplace?
1. Training and coaching

2. Role plays
Q2: How will the new customer service policies/procedures be made available to your customers?
1. Official websites
2. Booking forms
Q3: How will the new customer service policies/procedures be made available to your staff?
1. Handbooks,
2. Booklets,
3. manuals or brochures
4. Hard copies
5. Emails

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Task 3D: Monitor customer service practices
Create a checklist that you can use to monitor customer service in the workplace you have chosen, and to
ensure the new customer service procedures you developed and implemented in Tasks 1 and 2 are being
followed, along with any other customer service standards in your organisation.
 Go to your Appendix 3 (Monitoring customer service checklist)

 Populate the checklist with relevant information to monitor staff in your workplace following customer
service policies/procedures.
 Print four copies of the Monitoring customer service checklist.
 Monitor one of your staff members using the customer service checklist over four different service
periods.
 Scan/photograph all four completed Monitoring customer service checklists.
 Submit Assessment to your assessor.
Task 3E: Question and answer

Customer service checklist
Yes
· Professionalism
Yes
· Grooming and presentation standards
Yes
· Delivery time
Yes
· Communication skills
No
· Quality of services
Yes
· Complaints handling skills
No
· Problem solving skills
Yes
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· Training and coaching
No
· Qualification
Yes
 Feedback:
 More communication is needed and communication skills must be improved.

 Skills for coping with complaints and resolving problems are expected to be improved.
 Training and coaching for staff should be strengthened.
Q1: Were there any customer service areas in which the staff member had issues?
ANSWER
Yes, there were. The areas included issues like poor communication, lack of training and coaching,
shortage of problem solving skills and deficiency of complaint handling skills.
□ Satisfactory □ Not
Satisfactory
Q2: What customer service skills gaps does the staff member have?
_
ANSWER_____________________________________________________________________________
___________ They might gaps in some aspects such as complaints and disputes, communication,
problems solving, coaching and training.
_____________________________________________________________________________________
_____________________________________________________________________________________

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_____________________________________________________________________________________
_____________________________________________________________________________________
_________________________________________
Q3: Identify areas of improvement for the staff member’s customer service skills.
_
ANSWER_____________________________________________________________________________
________Skills for communication, dealing with complaints, problem solving and training
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
___________________________________________
Q4: What training would you provide to the staff member to improve their customer service
performance?
_
ANSWER_____________________________________________________________________________
_________ Giving presentations about professional customer service performance, coaching in real-life
circumstances, role plays, providing theoretical knowledge from paper-based or Internet-based materials
for them to learn,
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
___________________________________________

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Q5: After monitoring staff members, you decide to make a small change to the response time required to
acknowledge and greet customers, from two minutes to as soon as they reach the counter. You
would like to implement the change before the next shift.
How do you document and communicate this new customer service procedure?
__
ANSWER_____________________________________________________________________________
__________ I can hold a staff conference and discuss about this new procedure. More information needed
before resubmitting The question says how would you “Document” Send out an email to inform all staff in
department and everyone need to be ready before start the next shift. I will make note and post it in staff
room and record in my files.
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_________________________________________
Q6: How do you identify customer service performance gaps so you know when you need to initiate
training?
__
ANSWER_____________________________________________________________________________
__________ I can identify customer service performance gaps by means of KPI, monitoring, complaints
and log books.
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_________________________________________
Q7: How do you seek ongoing feedback from your colleagues and customers about how the new
practices are going?
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__
ANSWER_____________________________________________________________________________
________ The ongoing feedback from my colleagues and customers could be sought through surveys,
questionnaires, interviews and meetings.
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
___________________________________________
Q8: How will you evaluate the feedback you gather?
__
ANSWER_____________________________________________________________________________
________ I will evaluate the feedback by data, by sales and by checking the complaints.
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
___________________________________________


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Date:

Page: 69 of 91
CoversheetASSESSMENT TASK 4 COVER SHEET
Student Declaration
other student(s).

Student ID: S14023
Date of submission:
Assessor’s Name
Date:
Feedback:

me.
 YES  NO
Student signature

Page: 70 of 91
Date
Assessment Task 4: Role play

Required Resources and documents:
 Access to Angad Institute simulated environment

 Industry simulated Role play scenarios
 Role play script
This assessment requires you to undertake a series of role plays to demonstrate your ability to interact and
communicate with customers in a professional and clear way when greeting and explaining products and
services, and must handle problems and service issues.
You must also use conflict resolution techniques in a situation.
You are required to do the following.
 Role-plays are to be conducted in an actual or simulated workplace environment.

 All participants must be briefed on their roles and the desired outcomes of the role-play prior to
commencing the activity.
 You must read the background information to help you respond to the situation according to the
customer service policy and procedure.
 Role-plays can be recorded for further analysis and discussion with the consent of all participants.
 Complete all the role-plays.
 Answer all the questions.

- Recommended date for assessment - [Set a dates as per timetable]
- Access all resources mentioned in required resources either printed copies or access via the internet.
- Time required for assessment:
- Student must:
o Produce all evidence as required in this assessment.
o Complete the assessment and submit in due timeline.
o Submit with a completed assessment cover sheet.
- Assessor must set a time to provide feedback.
-Completed and signed coversheet for assessment

-Role-plays can be recorded for further analysis and discussion with consent of all those participating.
 Obtained information on customer needs, expectations and satisfaction levels.

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 Provided opportunities for customers and staff to give feedback on products and services.
 Reviewed changes in internal and external environments and integrated findings into planning for
quality service.
YES
 Developed policies and procedures for quality service provision.
YES
 Identified ways to communicate policies, procedures and expectations to staff.

YES
 Identified ways to make policies readily available to customers and staff.

YES
 Monitored customer service in the workplace to ensure standards are met.

YES
 Assessed the effectiveness of customer service practices.

YES
 Identified systemic customer service problems and adjusted policies and procedures to improve service
quality.
NO
 Researched and developed customer service policies and procedures for at least three different areas
of the business that meet industry standards.
YES
 Evaluated practices for quality service provision and identified any failings.
YES
Role-play 1: Staff meeting
 The following resources are required to complete the role-play.

 A meeting room (or classroom used as a simulated meeting room)
 Additional resources as required – chairs, tables, laptop, projector, screen, PowerPoint presentation,
handouts
Task 4A: Conduct role-play

Learner instructions

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You are running a staff meeting on the three new customer service procedures you have created in Task
3A of Assessment Task 3 Project.
Use the meeting agenda that you created in Task 3B: Staff meeting agenda in Assessment Task 3
Project.to communicate the new customer service procedures to staff.
You must have at least three staff members (or students/colleagues in a simulated environment) attending
the meeting. Your assessor will also attend the meeting. Organise a time and date with your attendees and
your assessor.
 Provide the meeting agenda to all attendees prior to the meeting.

 Organise the time and date of the meeting.
 Organise any additional resources you require for the meeting such as laptop, projector, PowerPoint
presentation, chairs, handouts, etc.
 In the meeting you must cover all the meeting agenda items.
 Outline and explain all three new customer service policies/procedures.
 Include information about the purpose, standards, customer service procedures and how monitoring
and collection of feedback will occur.
 Ask for employee feedback on each of the three new standards and procedures.
 Identify ways for each new policy/procedure to be monitored.
 Discuss how the new policies and procedures will be made available to customers.
 Allow for questions: Do employees have any changes they would like to make? Any suggestions for
improvements? Any issues?
 During the role-play, you are required to demonstrate the following skills and knowledge.
 Discuss customer service needs with staff.
 Communicate any new practices to staff.
 Use questioning and listening techniques to gain staff feedback.
 Provide opportunities for staff to participate in development of customer service practices.
Complete the role-play.
Task 4B: Question and answer
Q1: What were the positives and negatives of the meeting?
ANSWER
Positives:
Identify and confirm where the problems precisely are Discuss and verify potential solutions to
the Problems have an agreed action .Provide a effective and efficient platform for all staff to
acquire knowledge, learn from each other, enhance their abilities and improve skills, and make
improvements timely
Negatives:
Tend to be more theoretical, maybe without perfectly practical solutions. Occasionally time
consuming without a final consensus. Possibly bureaucracy sometimes shown on the leaders of
the meeting and it leads to an inefficient outcome

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Q2: What would you improve the next time you communicate customer service procedures?
ANSWER
Put more emphasis on practical and feasible solutions and persist on implementing them Set a
time frame for the meeting, include major ideas into deliberation and integrate them into an
agreed one Show respect for all staff and distribute empowerment to all staff so that they will be
feeling equal to voice out and negotiate
Q3: What suggestions did staff members have to improve the customer service procedures?
ANSWER
Above all, staff members must be well aware of the procedures, which can be accomplished by
regularly reviewing official website, receiving regular newsletters by email on the updates about
the procedures, providing handbooks, etc. In addition, staff members can put up with suggestions
about improvements, either online or paper-based.
Q4: Were these suggestions feasible? Why/why not?

ANSWER
They were feasible, because it is fairly effective to make use of materials that are available to
staff members. In this way, staff will be able to know concrete procedures well and realize
where exactly improvements can be made.
Role-play 2: Customer dispute

You are a restaurant manager in a five-star hotel restaurant. Your main responsibilities are managing the
wait staff and front-of-house staff and ensuring customer satisfaction.
Organisational procedures for handling customer complaints are as follows.
 Step 1: Apologise to the customer and identify what the problem is.
 Step 2: Try to resolve the customer’s problem by rectifying their issue. Service staff have the authority
to offer the following.
 Modify orders to incorporate customer requests within reason (i.e., not requiring undue time and
expense).
 Replace food or beverages to the value of $100.
 Offer alternative food or beverages to the value of $50 more than the original order.
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 Step 3: If unable to successfully resolve a customer’s problem, inform the supervisor or manager.
Provide details of all the issues and offers made to the customer when attempting to resolve the issue.
 Step 4: Manager/supervisor can resolve the complaint and is able to provide free food, beverages,
vouchers or hotel credits and a formal written apology.
 Step 5: If the issue is still unresolved with the customer, then the item is escalated to the hotel manager
or an external body.
There are three participants in this role-play:
1. The restaurant manager
2. The head waiter
3. The customer.
Simulated environment resources

 Desk to simulate front desk/counter
 Bill
Task 4C: Conduct role-play

It is lunchtime and you are talking with the chefs in the kitchen when you hear a loud angry voice at the
front desk. It sounds like an irate customer. You then hear your head waiter also raising their voice. You
quickly get to the front desk to try and resolve the issue.
 During this role-play, you are required to demonstrate the following skills and knowledge.
 Use questioning and listening techniques to determine the customer’s needs or concerns.
 Use clear communication with the staff member.
 Take responsibility for service outcomes and dispute resolution.
 Recognise and resolve customer problems or delays and deficiencies in customer service.
 Complete the role-play.
Task 4D: Question and answer

Q1: How would you assess the effectiveness of the customer service provided by the head waiter?
ANSWER
 By asking and consulting the customer, from whom I can get direct feedback on the effectiveness
of the customer service provided by the head waiter.
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 By surveying the other staff members, from whom I can learn directly whether the service is
effective.
 By checking work standards and workflow checklist to see if they are complied with accordingly by
the headwaiter.
 By observing the headwaiter’s performance and outcome of the service.
Q2: Was the dispute resolution process provided by the head waiter effective? Why/why not?
ANSWER
No, it was not, for an obvious reason that the head waiter were also raising their voice, which
proved to be rather wrong in service delivery. In general, the head waiter did not follow the
customer dispute resolutions policy in relation to their interactions with the customer
Q3: What changes would you make to customer service and dispute resolution procedures as a result of
this incident?
ANSWER
 Firstly, arrive at the scene as soon as possible to identify the problem with the client.
 Meanwhile, have the headwaiter separated from the spot and communicate with the customer
alone to minimize impact of the incidence, like going to my office and have a seat, saying that I am
going to communicate with the headwaiter later on.
 Then, apologize to the customer and try to calm the customer, e.g. offering alternative food or
beverages.

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 Subsequently, make a full use of the communication with the customer to know about all that has
happened and apologize again with special offers.
 Lastly, talk to the headwaiter and make improvements on the procedures accordingly, such get the
head waiter coached.
Q4: How do you act as a positive role model for professional standards expected of hospitality industry
personnel?
ANSWER
 Follow industry codes of conduct

 Participate in industry accreditation schemes
 Have a positive attitude
 Be committed to continuous improvement
 Be responsible and accountable

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Role-play 3: Performance review
You are the restaurant manager in a five-star hotel restaurant. Your main responsibilities are managing the
wait staff and front-of-house staff and ensuring customer satisfaction.
You are also in charge of monitoring customer service standards and practices, seeking feedback from
staff and customers and adjusting procedures to improve customer service outcomes.
You are to run a performance development/coaching session with the head waiter from Role-play 2:
Customer dispute, who did not follow the customer dispute resolutions policy in relation to their interactions
with the customer. This is not the first time this has happened with the head waiter. They have had a
variety of similar customer issues and complaints.
You have rewritten the customer service dispute resolution policy to include explicit information about how
staff are expected to communicate with an irate customer. They are to keep calm, not raise their voice,
practise active listening, apologise and exhibit appropriate body language.
Non-compliance ramifications are a three-warning system, with the final warning leading to termination.
You are to explain this to the head waiter and ensure they understand and will be compliant.
Task 4E: Conduct role-play

 During this role-play, you are required to demonstrate the following skills and knowledge:
 Greet the head waiter in a polite and friendly manner.
 Use questioning and listening techniques to determine the head waiter’s needs or concerns about
the customer incident.
 Ask the head waiter how they think they could improve their customer service performance.
 Identify the waiter’s customer service skills gaps.
 Assess and articulate the effectiveness of the head waiter’s response to the customer in Role-play 2.
 Explain the new customer dispute resolution procedures.
 Ask them to summarise the new procedures back to you.
 Explain how the waiter’s compliance with the new policy will be monitored.
 Explain any disciplinary procedures as a result of non-compliance.

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Task 4F: Question and answer
Q1: How would you communicate the new dispute resolution procedures to the rest of the staff?
ANSWER
Hold a meeting to communicate the new procedures to the rest of staff.
Q2: Why is it important to adjust customer service policies and procedures?

ANSWER
Things can change in the industry and there are a lot of different circumstances and scenarios
that need to be adapted to and handled while products and services are offered. Without
effective policies and procedures that have been adjusted and updated accordingly, the
business or organization would be chaos, because no one would know what to do or how
to do it. Adapted customer service policies and procedures to render employees
knowledgeable would lead to satisfied customers, improved reputation and improved
customer service delivery. Not only that, legal requirements can be met as well.

Date:
Coversheet

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Appendix1- Assessment resource in Angad Institute
simulated environment
Angad Institute will conduct practical assessment for this unit in its classrooms using role plays and
scenarios at 501, La Trobe, Street and during assessment student will have access to following
resources:
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:
 staff in an industry workplace during the assessment process; or
 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.
Appendix 2
Customer service procedures
1. Organisational details
Provide a brief outline of the organisation, the services it provides customers and its overall current
business performance.
2. Customers’ needs and expectations
What type of customers does your business attract? What are their expectations?

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3. Customer service evaluation process
Explain current methods used to assess customer satisfaction levels and gain feedback.
4. Changes in internal and external environments
Review any changes in your organisation’s internal or external environments. Identify any trends or
changes which may impact on current customer service practices. List the changes that you have or may
need to implement to cater for these changes. Name the sources of your information.
5. Customer survey
Create a customer survey for your organisation and gain customer feedback on the current products and
services offered by your organisation.
Copy the survey and ask three customers to complete the paper based survey. Submit these with this
assessment.
CUSTOMER SURVEY
FOOD
Example: Portion size
(E.g.) Needs Average Good Excellent

improvement
1 2 3 4
FOOD 3
FLAVOUR 4

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CUSTOMER SURVEY
PORTION SIZE 3
PRESENTATION 1
VALUE FOR 3
MONEY
CHOICE 3
SERVICE
FRESHNESS 4
FRIENDLY 3
PROFESSIONAL 3
MENU
EXPLANATION
TIME TAKEN 1

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CUSTOMER SURVEY
VENUE
ATMOSPHERE 4
CLEANLINESS 3
Other comments:
6. Customer feedback
Summarise the customer feedback you received (from the three customer surveys and other feedback
your organisation collects.) Make recommendations based on this feedback.
Customers reported that a waiter was extremely rude to them and avoided them when they
required extra assistance and wanted to pay the bill. Recommendation is for the waiter to be
identified and for them to receive feedback about this issue. They require additional training or
coaching sessions to improve their customer service performance. Customers reported that the
menu options were limited and a few more menu options should be added to the menu range.
Recommendation: Check with chefs about three to four new menu options to cater for customers
wanting more variety. Add to menu.

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7. Develop customer service policies/procedures
Research and develop customer service policies and procedures for at least three different areas
of your organisation/business or areas of customer service, for example, presentation and
grooming or customer complaints. These must meet industry standards. Research industry
standards and ensure your customer service procedures align with these.
This may include policies and procedures that need developing or adjusting as a result of
customer feedback.
Customer service policy – Business area one

Area of focus: Greeting, farewelling and acknowledging customers
Purpose:
Outline the purpose of the policy/procedure.
Area of focus: Greeting, fare welling and acknowledging customers
Purpose:
Standards:
Outline the standards that employees must adhere do.
Our restaurant exists only because of customers and, in particular, repeat customers who voluntarily cho
return here and spend their money on our high-quality food and beverages. Without the customer we don
a restaurant; they are the only reason we are here. As a result, taking care of our customers is our h
priority, in fact, a privilege, never an interruption. At Rafferty’s the customer always comes first!
The first interaction customers have with us is our greeting. This is an important procedure.

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Standards:
Customer feedback surveys will include information about greeting customers.

Employee interactions will be observed and monitored by supervisors and managers and added to the
performance development plans as appropriate.
Procedure:
 Upon the restaurant customer’s arrival, the waiter’s job is to extend a friendly and
professional greeting. ‘Good morning, good afternoon, good evening, how are you tonight
Sir/Madam (or use their first names as per the reservation)?’
 Ensure you use positive body language, an open stance and a warm smile.
 You must check the customer’s reservation politely. Then ask them to follow you while
you take them to their table. You must walk at an appropriate pace for the customer to
keep up.
 ‘May I take your coat?’ Place coat in the coat-check area.
 Provide customers with refreshments before leaving them and providing them with the
menu details.
Monitoring/feedback:
Outline how you will get feedback from customers about this procedure, or how it will be monitored.
Customer feedback surveys will include information about greeting customers.
Employee interactions will be observed and monitored by supervisors and managers and added
to the performance development plans as appropriate.

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Customer service policy – Business area two
Area of focus:
Purpose:
Our restaurant exists only because of customers and, in particular, repeat customers who
voluntarily choose to return here and spend their money on our high-quality food and
beverages. Without the customer we don’t have a restaurant; they are the only reason we are
here. As a result, taking care of our customers is our highest priority, in fact, a privilege, never
an interruption. At Rafferty’s the customer always comes first!
Standards:
 First impressions last a lifetime, so it is important to make a good first impression.
 Employees must use formal language in all their interactions with customers, especially
when first greeting customers.
Procedure:
Upon the restaurant customer’s arrival, the waiter’s job is to extend a friendly and professional
greeting. ‘Good morning, good afternoon, good evening, how are you tonight Sir/Madam (or
use their first names as per the reservation)?’
Ensure you use positive body language, an open stance and a warm smile.
You must check the customer’s reservation politely. Then ask them to follow you while you
take them to their table. You must walk at an appropriate pace for the customer to keep up.
‘May I take your coat?’ Place coat in the coat-check area.
Provide customers with refreshments before leaving them and providing them with the menu
details.

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 Customer complaints log will be kept and must be completed after each customer
complaint. This will be analysed by supervisors and managers and results discussed in
staff meetings. Customer feedback surveys will include information about handling
complaints.
 Employee interactions will be observed and monitored by supervisors and managers

and added to the performance development plans as appropriate.
Customer service policy – Business area three

Area of focus:
Purpose:
Personal presentation and grooming standards are a reflection of Rafferty’s and as such must be of the h
standard and complement the high-quality food and service provided by Rafferty’s restaurant.
Standards:
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 decide 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 timeframe, a contact
person and details of our complaint handling process. Where possible, the staff member taking
the complaint details will be the contact person.
We are committed to continuous improvement and this policy will be reviewed regularly
(annually) for effectiveness and updated information.
Procedure:
1. Listen to the complaint. Accept ownership of the problem. Apologise. Don’t blame others.
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Thank the customer for bringing the problem to your attention.
2. 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.
3. 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.
4. 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.
5. 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.
6. Keep your promises. Don’t promise things that you can’t deliver. In handling complaints, it is
better to under-promise and over-deliver.
7. Be quick. If complaints take several days to resolve or are forgotten, they can escalate.
8. 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.
 Management has the right to declare if any areas of your presentation are inappropriate
and may require you to remove accessories, alter hair styles and so on. If you
require/request a variation to these guidelines, please seek written approval from
Human Resources/management
 · If permitted, a letter will be generated to support the approval and will be included in the
employee personnel file. For example, if you have a tattoo that the uniform will not
cover, it may be a requirement that you wear a long-sleeved shirt or a tattoo cover.
 · This policy will be reviewed on a regular basis. If you are unsure of your requirement in
fulfilling the grooming standards, please speak to your supervisor or manager.

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Appendix 3
MONITORING CUSTOMER SERVICE CHECKLIST
Customer service checklist Yes No
Uses open body language
YES
Takes time to actively listen
YES
Questions where required to ensure correct message
YES
Communicates effectively – verbally and non-verbally
NO
Greets customers openly and warmly
YES
Acknowledges and greets customers as soon as they reach the counter
YES
Interprets the customer’s body language correctly
NO
Provides relevant feedback to customer where/when required

YES
Feedback
YES

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Copyright: Instructions in this tool have been developed by NTA and Angad Institute for sole purpose of use by Angad Institute. Any part of these
assessment instructions cannot be reproduced in full or part for without approval of Angad Institute and NTA which holds authorship rights .

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Student Assessment Booklet: SIT50416 Diploma of Hospitality Management

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SIT50416 Diploma of Hospitality Management

SITXCCS008 Develop and manage quality customer

Student Full Name: GURPREET KAUR

Student ID: S14023

Document Name SAB SITXCCS008 Created Date July 2019

The assessment booklet contains two (2) parts:

 Application of the unit of competency

Document Name SAB SITXCCS008 Created Date July 2019

Application of the unit of competency:

1 Develop quality customer service practices.

 principles of quality customer service

- professional service standards for service industry personnel

 roles and responsibilities of management, supervisors and operational personnel in providing

 policies and procedures in explaining practices

Document Name SAB SITXCCS008 Created Date July 2019

- reviewing customer satisfaction survey statistics

 staff, supervisors and managers

Document Name SAB SITXCCS008 Created Date July 2019

Context and conditions for assessments:

- Computers with access to internet and printers

Assessment Assessment description Due date Location of

You will be given 60 mins to complete this task.

Assessment This assessment requires you to undertake a Needs to be

Outline of evidence to be collected:

Assessment Task 4  Conduct role-play in a simulated environment

The assessments are intended to be equitable, fair and flexible.

Recording an assessment result:

Document Name SAB SITXCCS008 Created Date July 2019

For unit of competency:

For assessment task:

Student access to records:

Document Name SAB SITXCCS008 Created Date July 2019

Document Name SAB SITXCCS008 Created Date July 2019

Any adjustments made must:

a. Be discussed, agreed and documented in the assessment record

Reasonable adjustment may consist of:

Complaints and appeals:

Plagiarism, cheating and assessment dishonesty:

Document Name SAB SITXCCS008 Created Date July 2019

Do you understand your rights to re-assessment?  Yes  No

Do you understand your right to appeal the decisions made in an  Yes  No

Student Full Name: GURPREET KAUR

Student ID: S14023

Document Name SAB SITXCCS008 Created Date July 2019

Document Name SAB SITXCCS008 Created Date July 2019

Student’s Full Name: GURPREET KAUR

Student result response

Required documents and equipment:

- Computer with internet connection to refer to various resources.

Instructions for students:

Planning the assessment

- Recommended date for assessment: [Trainer to provide]

Document Name SAB SITXCCS008 Created Date July 2019

3. Why should you review changes in internal and external environments?

Document Name SAB SITXCCS008 Created Date July 2019

8. What policies should be made available to customers?

9. Where should you keep your organisation’s policies?

10. Why should you monitor customer service?

12. Who is responsible for service outcomes and dispute resolution?

16. How do you assess the effectiveness of customer service practices?

Document Name SAB SITXCCS008 Created Date July 2019

Document Name SAB SITXCCS008 Created Date July 2019