SITXCCS007 Enhance Customer Service USA LAP

SITXCCS007 Enhance customer service
experiences
Learner Assessment Pack

V2_September 2021
Evidence recorded Evidence Type/ Method of assessment
Unit Assessment 1 Unit Knowledge Assessment (UKA)

Unit Assessment 2 Unit Skills Assessment (USA)
CONTENTS
UNIT OVERVIEW ................................................................................................................................................... 3
Unit Description ........................................................................................................................................................... 3
ASSESSMENT EVIDENCE ........................................................................................................................................ 4
PERFORMANCE EVIDENCE....................................................................................................................................................... 4
KNOWLEDGE EVIDENCE .......................................................................................................................................................... 5
ASSESSMENT CONDITIONS ...................................................................................................................................................... 6
AQF SPECIFICATIONS FOR ASSESSMENTS................................................................................................................................... 7
Knowledge ................................................................................................................................................................... 7
Skills ............................................................................................................................................................................. 7
Application................................................................................................................................................................... 7
ACSF SPECIFICATIONS AND FOUNDATION SKILLS ........................................................................................................................ 7
ASSESSMENT REQUIREMENTS.................................................................................................................................................. 9
SUBMITTING ASSESSMENTS .................................................................................................................................................... 8
PRIOR TO ASSESSMENT .......................................................................................................................................................... 9
ASSESSMENT OUTCOMES ....................................................................................................................................................... 9
RE-ASSESSMENT ................................................................................................................................................................. 10
ASSESSMENT APPROACH ...................................................................................................................................................... 10
PLAGIARISM AND REFERENCING............................................................................................................................................. 10
GROUP OR TEAM WORK ........................................................................................................................................................ 10
REASONABLE ADJUSTMENT................................................................................................................................................... 10
COMPETENCY ASSESSMENT .................................................................................................................................................. 11
ACCESS AND EQUITY ............................................................................................................................................................ 12
RECOGNITION OF PRIOR LEARNING ........................................................................................................................................ 12
ASSESSMENTS .....................................................................................................................................................12
1. SCENARIO BASED PROJECT REPORT WITH ROLE PLAY & PRESENTATION TASKS .......................................................... 18
REQUIRED RESOURCES: ........................................................................................................................................................ 18
2. WRITTEN TEST .............................................................................................................................................................. 13
ASSESSMENT 1: CASE STUDY BASED PROJECT WITH ROLE PLAY .................................................................................................... 14
PART 1. ...............................................................................................................................................................19
PART 2. ...............................................................................................................................................................20
PART 3. (ROLE PLAY) ............................................................................................................................................23
APPENDICES ........................................................................................................................................................24
ASSESSMENT SUBMISSION FORM ........................................................................................................................33
Apex Institute of Education | SITXCCS007 – Learner Assessment Pack V2_Sep 2021 | CRICOS: 03156M Page 2 of 30
UNIT OVERVIEW
SITXCC007 Enhance customer service experiences
UNIT DESCRIPTION
This unit describes the performance outcomes, skills and knowledge required to provide professional
and personalised customer service experiences. It requires the ability to determine and meet
customer preferences, develop customer relationships, respond to difficult service situations, and
take responsibility for resolving complaints.
The unit applies to those who deal directly with customers on a daily basis and who operate
independently or with limited guidance from others. It includes senior frontline sales personnel,
supervisors and managers who use discretion and judgement to provide quality customer service
experiences.
This includes individuals working in a range of tourism, travel, hospitality and events contexts.
No occupational licensing, certification or specific legislative requirements apply to this unit at the
time of publication.
ELEMENT PERFORMANCE CRITERIA

Elements Performance criteria describe the performance needed to demonstrate
describe the achievement of the element
essential
outcomes.
1. Provide a 1.1.Determine and confirm customer preferences, needs and expectations.
quality service 1.2.Advise customers about appropriate products and services to meet their
experience. needs.
1.3.Anticipate customer preferences, needs and expectations throughout the
service experience.
1.4.Promptly provide products and services with professional and personalised
service to meet individual preferences.
1.5.Offer extras and add-ons and provide tailored and additional products and
services.
1.6.Check actioning of special requests before customer delivery.
1.7.Liaise with team members and suppliers to ensure efficient service
delivery.
1.8.Share customer information with team members to ensure quality service.
2. Proactively 2.1.Identify problems with products and services and take immediate action to
respond to address before provision to customer.
difficult service 2.2.Anticipate delays in product and service provision and regularly update
situations. customer on expected outcomes.
2.3.Advise customers of alternative products and services.
2.4.Proactively compensate for service difficulty in line with own level of
responsibility and organisational policy.
2.5.Provide ongoing internal feedback on service issues and suggest
improvements.
3. Resolve 3.1. Use questioning techniques to establish and agree on nature, possible
customer cause, and details of the complaint.
complaints. 3.2. Assess impact on customer.
3.3. Take responsibility for resolving complaints in a professional manner and
using communication techniques to assist in their management.
3.4. Determine options to resolve complaints and promptly analyse and
decide on optimal solutions, taking organisational constraints into
account.
3.5. Act swiftly to resolve complaints and prevent escalation, in consultation
with customer and to customer satisfaction.
3.6. Turn complaints into opportunities to demonstrate high quality customer
service.
3.7. Provide internal feedback on customer complaints and feedback and
required follow-up in order to avoid future occurrence.
3.8.Review and evaluate complaints and solutions to enhance response to
future issues.
4. Develop 4.1.Promote repeat business by offering promotional services according to
customer individual empowerment and organisational policy.
relationships. 4.2.Maintain customer profiles to enhance service delivery.
4.3.Provide personalised service to customers in a professional manner that
builds repeat business.
4.4.Provide tailored products and services based on customer profile.
ASSESSMENT EVIDENCE
To achieve competency in this unit a student must demonstrate their ability to complete tasks
outlined in elements and performance criteria of this unit in the context of the job role, and:
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:
− identify customer requirements and provide professional and personalised customer service
experiences to two different internal and two different external customers to meet
requirements
− demonstrate procedures to respond to and resolve three different customer complaints
according to organisational policies and procedures
− demonstrate effective communication with the above internal and external customers,
including any with special needs
− seek formal and informal feedback from customers on quality of above service
− provide above service to above customers in line with organisational customer service
standards and within designated organisational response times.
KNOWLEDGE EVIDENCE
Demonstrated knowledge required to complete the tasks outlined in elements and performance
criteria of this unit:
• principles and benefits of enhanced customer service experiences and positive communication
• techniques to anticipate customer preferences, needs and expectations throughout the service
experience
• conflict resolution techniques
• methods for enhancing service delivery in response to staff and customer feedback
• various extras and add-ons to enhance the customer experience:
• additional destinations
• additional tours or cruises
• cocktails and liqueurs to enhance the dining experience
• coordination services at events and conferences
• entrance to events, festivals and entertainment scheduled during customer stay at
destination
• entrance to major attractions at destination
• extra food items
• flight fuel emissions offset fee
• local guiding services
• optional meals and dining experiences
• prepayment of baggage charges
• prepayment of in-flight meals
• pre-travel seat selection
• private car transfers in lieu of regular transportation options
• special offers or packages
• specialised styling for events
• storage for luggage after check-out
• travel insurance
• upgraded accommodation and flights
• wine or boutique beers to match meals ordered
• specific industry sector:
• professional service standards and protocols for service industry personnel
• attitudes and attributes expected by the service industries to work with customers
• different customer service needs and expectations
• types of customer loyalty programs
• essential features and use of the customer databases
• particular organisation:
• designated response times for providing service and resolving complaints
• customer service policies and procedures
• complaint handling policies and procedures
• promotional services offered
• procedures for responding to the following common customer complaints:
• incorrect pricing or quotes
• delays or errors in providing products or services
• misunderstanding of customer requests
• escalated complaints or disputes
• other team members or suppliers not providing special requests
• misunderstandings or communication barriers
• unmet expectations of, or problems or faults with, a service or product
• methods of compensating dissatisfied customers:
• negotiating with suppliers on customer behalf to gain reduced rates or extra services
• providing some or all services:
− free of charge
− at reduced rate
• providing:
− discount vouchers to attend at a future time
− inexpensive add-on products
− small gifts
− special attention during the service period
− special customer service delivery on next attendance
• factors to consider when determining compensation of dissatisfied customers:
• financial constraints of the organisation
• profitability of the sale
• awareness of special needs, customs and practices of various social and cultural groups of
• customers in regards to:
• modes of greeting, fare welling and conversation
• body language and body gestures
• formality of language
• clothing
• methods of collecting feedback:
• formal:
• surveys
• interviews
• structured questioning
• informal:
− observation
− casual discussion
• essential features, conventions and usage of different types of communication techniques
and equipment.
ASSESSMENT CONDITIONS
Skills must be demonstrated in an operational business environment where customers are served.
This can be:
− an industry workplace
− a simulated industry environment.
Assessment must ensure access to:

• computers and databases that manage customer profiles and promotional activities
• organisational policies, procedures and templates relating to:
• customer service standards
• designated response times
• presentation standards
• procedures for dealing with customer complaints
• customer surveys and feedback collection
• recording and reporting customer feedback
• internal and external customers with different cultural backgrounds and special service needs
with whom the individual can interact; these can be:
• customers 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.
Assessors must satisfy the Standards for Registered Training Organisations’ requirements for
assessors.
AQF SPECIFICATIONS FOR ASSESSMENTS
This assessment is set in accordance with the criteria for AQF Level 5. As stated in the AQF
specification for the Diploma qualifications must be designed and accredited to enable graduates to
demonstrate the learning outcomes expressed as knowledge, skills and the application of knowledge
and skills specified in the level 5 criteria and the Diploma descriptor.
Students at this level will have specialised knowledge and skills for skilled/para-professional work
and/or further learning.
KNOWLEDGE
Students at this level will have technical and theoretical knowledge in a specific area or a broad
field of work and learning.
SKILLS
Students at this level will have a broad range of cognitive, technical and communication skills to
select and apply methods and technologies to:
• analyse information to complete a range of activities
• provide and transmit solutions to sometimes complex problems
• transmit information and skills to others
APPLICATION
Students at this level will apply knowledge and skills to demonstrate autonomy, judgement and
defined knowledge responsibility in known or changing contexts and within broad but established
parameters
ACSF SPECIFICATIONS AND FOUNDATION SKILLS
The term ‘Foundation Skills’ is currently used to include the core skills defined in the Australian
Core Skills Framework (ACSF) as well as the employability skills identified by employers as
critical for effective performance in the workplace. The core skills of the ACSF include reading,
writing, oral communication, numeracy and learning.
Foundation skills encompass the core skills of reading, writing, oral communication, numeracy and
learning as described by the Australian Core Skills Framework (ACSF), and the Employability
Skills/Core Skills for Work. They exist on a continuum from very basic skills to highly-developed
and specialist skills. The foundation skills have been addressed in the assessment as part of the
performance criteria for this unit.
SUBMITTING ASSESSMENTS
Students should submit assessment tasks with the provided cover sheet.
Assessments should be submitted on or before their due date. Extensions for individual assessment
tasks may be negotiated in specific circumstances. Consultation on this must occur prior to the due
date and extensions due to illness will require a medical certificate. Extensions must be confirmed
by the Academic Manager in writing.
TRAINING RESOURCES
The student will have access to the following:

• AIE Student Workbook
• PowerPoint presentation
• Learner Assessment Pack (LAP)
• Access to a computer, the Internet and word-processing system such as MS Word
UNIT ASSESSMENT PLAN
To demonstrate competence in this unit, you must be assessed as satisfactory in each of the
following assessment part.
Evidence recorded Evidence Type/ Method of assessment
Unit Assessment 1 Unit Knowledge Assessment (UKA)

Unit Assessment 2 Unit Skills Assessment (USA)
UNIT ASSESSMENT 1
UNIT KNOWLEDGE ASSESSMENT (UKA)
STUDENT TO COMPLETE AND SUBMIT
STUDENT INSTRUCTIONS:
You are required to demonstrate the knowledge you have gained from undertaking SITXCC007
Enhance customer service experiences unit of competency.
• All questions must be answered correctly to be completed satisfactorily.
• All knowledge assessments are untimed and are conducted as open book (this means
student can refer to textbooks or any resources).
• Student may handwrite/use computers to answer the questions.
• This assessment task may be completed in a classroom, at home, learning management

system (i.e. Moodle), or independent learning environment.
• You must complete all questions unassisted by the assessor or other personnel but may refer
to reference material as needed.
Submission details
• The Assessment Task is due on the date specified by your trainer. Any variations to this
arrangement must be approved in writing by your trainer.
• Fill out and attach the Assessment Submission form to the documents you are submitting
to be marked.
• Please answer each question on a separate page provided and clearly indicate the
question number at the top of the page.
• The Trainer/Assessor may further prompt and question in order to receive answers of
appropriate quality or if further clarification is required and to validate authenticity of
your submitted work.
Answer all the questions provided below
The following questions relate to the below given scenario.

Brief Scenario:
Imagine you have recently been appointed as the Customer Services Officer in a Fine-Dining
Restaurant. During the first few weeks of your joining you have noticed that most of the
customers you met are neither happy with the restaurant customer service nor with the food
quality. The customer you have met also mentioned to you that they are never informed of any
extras or add-ons on offer and they get to know about these things through mainly word of
mouth. Some customers even mentioned that they are not advised about the restaurant’s routine
products and services You have further noticed that two key customer services staff members
always come in late and leave early as well. Few staff members were often found behaving very
rudely with customers and one front staff member usually wears an unironed shirt and has long
hair, which falls on his face. On the supplier’s delivery side you have noticed that one of your
suppliers was constantly dropping off big supplies to your restaurant during the busy hours and
was mainly leaving the big delivery cartons on the entrance walkways.
You have concluded that many of the staff members are not aware of this customer dissatisfaction
levels nor they have proper understanding to the Restaurant policies and procedures on customer
services.
Given this situation, you have decided to convene a meeting and to share this customer
information and experience with your staff/team members to ensure quality service.
Use the above scenario, to answer the following questions:
Q.1 Given the above situation, you want your customer service staff to first determine and confirm
detailed information on customer preferences, needs and expectations. List down few approaches
you would advise your staff to use to achieve this task.
Q.2 Ask your staff to develop a one-page brochure to promote the Restaurant products and
services to customers.
Q.3. Provide three examples to your staff members for anticipating the needs of your Restaurant
customers. This may include special provisions dependent on special needs, service situation,
preferences etc.
Q.4. Explain briefly to your team members the importance of building up an individual profile and
how it could help you to provide a personalized service and also to enhance service delivery. (20-
40 words).
Q.5. Provide 4 examples for Extras and Add-ons to offerings in the Restaurant.
Q.6. Brief your team members on how you will ensure all products and services are packaged or
actioned before customer delivery, including any variations, add-ons or special requests? How
does this enhance the standard level of customer service? (30-50 words)
Q.7. Provide a brief awareness to your team members on the importance of liaising with suppliers
for ensuring efficient service delivery. (20-40 words)
The following questions relate to the below given scenario.
Brief Scenario:
Assume you are working at the front desk of Thai restaurant and Mary, one of your valued
customer and 79 years old, calls you to confirm her booking for family dine-in tomorrow. Mary
originally hails from Pakistan and has limited language ability. She booked two big tables near the
pool side and wanted to confirm that. Upon checking he computer you confirm that Mary has a
booking for one big table and NOT on the pool side. Mary sounding quite upset told you that this
dinner is actually booked to celebrate her daughter’s graduation ceremony and she loves to enjoy
these dinner events by the pool side. Mary also wanted to confirm the dinner items she booked
with your Restaurant which are listed below:
• Fish and Chips * 4 Plates
• Beef Steak with side dishes of chef choice * 4 Plates
• Kids’ Burgers and Chips * 2 Plates
• Turkish Kebabs with Pitta bread and side dishes of chef choice * 2 Plates
• Prawn Curry with Rice * 5 Plates
Upon checking the system you noticed that the one who took this order made a serious error and
instead of Fish & Chips he booked 4 * Fried Prawns & Chips. When you communicated this to
Mary, she lost her control, threatened to lodge a complaint to relevant authorities and asked you
compensate her with free dinner for half of the people she is bringing in. Mary is actually bringing
along 18 people with her for this dinner arrangement. . She even asked you to email her customer
complaint form.
You have noticed from the Restaurant online booking system that Mary is a regular customer and
also a Member of your Restaurant’s Elite Club which gets 30% discount for such big events.
Q.8 Given the above situation, identify the problems Mary and your Restaurant are going to face
and what immediate relief you can provide to Mary to cool her down and resolve her complaint.
Can you offer Mary an alternative product/service? (20-50 words)
Q.9. While you were passing on your call to some senior staff member with authority to deal with
Mary’s unusual demands, you anticipate some short delays in this service provision. Briefly
comment on some tactics you could use to engage this unhappy customer who is going to be on
hold while you transfer the line to senior staff. (25-40 words)
Q.10 Consider the following Customer Service Standards document for the Fine-Dining Restaurant
and confirm if you managed to proactively compensate Mary. You should refer to the solutions
you offered and the way they were provided to Mary and compare them with the restaurant’s
Customer Service Standards.
Customer Service Standards- Fine-Dining Restaurant

External Customers
• We will greet our customers in a courteous and professional manner.

• We will listen effectively to our customers’ requests and promptly take the necessary actions to assist them.
We will keep our customers informed of unexpected delays in service.
• We will inform our customers of normal process time, when they can expect completion and any delays that
may arise in the process.
• We will respond to applicants (employee/volunteer) within 48 hours of normal process time to let them know
when they can expect completion and any delays that may arise in the process.
• We will finish our encounters with our customers in a courteous and professional way.
Telephone Etiquette
• When at our desks, we will answer the phone within two rings.
• We will identify ourselves when we answer.
• We will listen to the caller’s request and assist the caller accordingly.
• If we cannot assist the caller, we will direct the call to the appropriate person. Before transferring the call, we
will obtain the caller’s permission and provide the caller with the name and extension number of the person
who will be helping the caller.
• We will obtain the caller’s permission before placing the call “on hold” by asking and waiting for a response
before initiating the hold function.
• We will end the conversation in a courteous and professional way by thanking the caller.
Voice Mail
• We will respond to voice mails within 48 hours during normal business hours.
• We will update our voice mail greeting, advising callers when we will be out of the office for an extended
period of time (1/2 day or longer), informing callers of when we will return and who they may contact with
questions (if applicable).
E-mail
• We will respond to e-mails within 3 business days during normal business hours.
• We will update our e-mail notification message when we will be out of the office for an extended period of
time (full day or more). We will indicate our expected return date and indicate a contact person (if applicable).
General
• We will make our goal to exceed the expectations of all of our customer groups.
• We will work to anticipate the needs of those we serve by proactively working to meet their needs.
• We will hold ourselves and each other accountable for our service commitment.
• We will make a conscious effort to compliment co-workers when their actions comply with these standards.
I have read and understand the above Service Standards. I also understand that it is my responsibility to comply with
the standards and that my performance appraisal will reflect my compliance.
Employee Signature: ______________ Date: __________
Q.11 What is the importance of providing internal feedback on customer service issues? What
should this include? (40-60 words).
Q.12 You have decided to investigate the matter by getting down to the root cause of this issue
which is the staff who booked this order. Design a questionnaire considering the above situation
and ask the relevant and concerned staff member to fill it out for you. Review the form and
provide feedback to the staff. What follow-up do you require here to avoid such incidents in
future?
Q.13 Briefly assess the impact of the service issue with Mary on other customers. (20-30 words).
Q.14 List 5 step procedure which should be followed for a successful resolution of a problem. Also,
briefly explain (20 - 40 words) , the importance of assessing a customer’s body language and
responses for solutions during a conflict situation?
Q.15 Which organisational constraints and policies do you need to consider when dealing with a
complaint? (30-50 words)
Q.16 Briefly comment how you can turn Mary’s complaints into opportunities? (30-50 words)
Q.17 Do some research on Google and find out most common promotional items in Restaurant
business. List at least 3 down and briefly explain them. (30-50 words)
Q.18 Imagine Mary has now arrived in your restaurant to avail her dinner booking. What
personalized service you can offer Mary to build repeat business from her? List down at least 3.
Q.19 Give one example of providing tailored product or service that could be offered to Mary
based on her following profile?
Mary’s Profile
Australian Migrant, originally from Pakistan
Age: 79 years old
Education background: Y12 with very limited English language skills
Husband: Runs a Chartered Accountancy Firm in Western Sydney
Customer Type: Repeat customer and member of the Restaurant’s Elite Club
Religion: Muslim
Family profile: Big Family: 4 sons and 4 daughters with 3 grandsons and 3 granddaughters.
Special needs: She always request Halal food, but she has to book in at least 3 weeks in advance
for the chef to arrange Halal meat and ingredients for her.
Mobility: She walks with support using her fancy and gorgeous looking walking stick which she is
proud of.
Q.20 Visit the following QLD government website which explains the Principles of good customer
service. Go through the webpage and summarize your understanding on the Principles explained
in no more than 150 words.
https://www.business.qld.gov.au/running-business/consumer-
laws/customerservice/improving/principles
Q.21 What are the underlying principles and methods which can be used to anticipate customers’
needs in the TH&E industry? (20 - 40 words)
Q.22 Provide 5 examples for common service standards that should be upheld in the Tourism,
Hospitality and Events industry:
Q.23 Provide 4 examples for benefits of a customer data base to any restaurant businesses.
UNIT ASSESSMENT 2
UNIT SKILLS ASSESSMENT (USA)
STUDENT TO COMPLETE AND SUBMIT
STUDENT INSTRUCTIONS:
The student is to demonstrate the skills required to provide professional and personalised
customer service experiences for a simulated organisation.
• If you are not sure about any aspect of the assessment or would like to discuss your particular
needs, please speak to your trainer.
• Your trainer will tell you the date you need to submit your assignment.
• You need to complete all parts and submit them together by the due date.
• The checklist table will identify the records that you are required to prepare and submit (as
a single submission).
• Your assignment must be typed (in 12 point type on A4 paper) and you need to complete an
Assessment Cover Page.
• Make sure you keep a copy of your assignment before you hand it in to your trainer
Note :
Any Role Play or Presentation needs to be completed in the class with your Trainer / Assessor on
the date specified by your trainer.
SCENARIO BASED PROJECT REPORT WITH ROLE PLAY & PRESENTATION
TASKS
Based on an Italian cuisine, Western Sydney restaurant’s different scenarios, this assessment has
three major parts.
Part 1: Using the scenario provided, students in their role as Events and Functions Manager, are
required to engage with the customer to determine his expectations, needs and preferences and
develop a flyer to promote the restaurant’s products/services including add-ons and extras.
Students would list some personalized services to be offered to get repeat business from this
customer. The meeting developments students had with the customer to finalize the birthday
dinner arrangements would be shared with the restaurant staff through a brief power point
presentation.
Part 2: Four (4) different scenarios would be provided to students, developed to satisfy mainly the
performance criteria of the 2nd Element. Students are required to answer questions using the
scenario information provided.
Part 3: This activity will show how you handle difficult situations and complaints from 3 different
customers.
REQUIRED RESOURCES:
Scenario Information on a fictitious Italian cuisine in Western Sydney

All relevant templates
o Appendix 1 Customer Satisfaction Questionnaire
o Appendix 2 Restaurant’s Discretionary Policy
PART 1.
Assume you are working as a Function and Events Manager in one of the big Italian cuisines in
Western Sydney. One of your regular clients, Mr. John, is willing to book the restaurant for 10th
December 2018, to celebrate his 50th birthday with his family members and some close workmates.
He is willing to discuss the dinner arrangements with you face to face and you have booked him in
for tomorrow to meet him at 9:00 a.m. in the Restaurant’s Executive Suite. In your preparation for
a meeting with him, you have decided to design a brochure/flyer. You will use this brochure/flyer to
advise your client about the restaurant’s products and services including any extras and add-ons.
You have done your working to negotiate the best deal with the client and eagerly waiting to meet
him tomorrow.
Considering the above scenario, answer the following questions.
1. Outline what questions you would need to ask to be able to understand the customer profile
and determine customer preferences, needs and expectations. List at least 10 questions.
2. Submit your product/service brochure (at least 1 page) you are willing to present to your
client. Your submitted brochure must clearly mention any extras and add-ons you are offering
to your client.
During your conversation your client handed in a detailed profile of the people who he is going to
invite and mentions that this would help you design and finalize the menu. Your client has also
requested you to include special Italian Gelato ice creams as dessert and you have rightly agreed
to this although you know your restaurant does not have arrangement for this product. However,
you have requested your client that you are willing to double check on this product with your Chef
and would confirm the availability of this special request by tomorrow 12 noon. Your client happily
agreed to your request. Below is given the Customers/Guests Profile note handed in to you by your
client:
Guests Profile:
Chinese: 10
Australian/Anglo Saxon: 7
Muslim background: 4
Vegetarians: 2
Disability or Support request: By 2 guests, 1 has requested hearing impairment and the
other one ramp facility
Educational Background: All are well educated with minimum education obtained
bachelor’s degree
Few have nuts allergy
Total number of guests: 25
3. Based on the above Guests Profile information, list down minimum 4, customer preferences,
needs and expectations you would anticipate from these guests through-out the service
experience.
4. List down, minimum 4, personalized services you could offer to your guest during the birthday
dinner event. Do you think your proposed personalized services would result in repeat
business? Explain your justification in no more than 50 words.
5. As mentioned above, you managed to borrow some time from your client for confirming the
provision of Gelato Italian Ice cream as dessert in the birthday dinner. Briefly outline how you
would ensure to check actioning of this special request before delivery? (50-100 words).
Now that the meeting is over, your next task is to take your team members on board and to
share this customer information and commitments made. The purpose here is to ensure
quality service.
6. Create a PowerPoint presentation explaining the development so far to your team members.
You are going to share this information by running a short 5-10 slides power point
presentation which must cover the following details:
Birthday dinner details (Date, venue, time, number of guests)

Guests’ profile
The commitments made
Italian Gelato ice cream as Desserts
Any Extras and Add-Ons offered
Any special arrangements and products/services anticipated and to be arranged on
the dinner day.
Part 1: Your assessor will be looking for:
Before you hand in Part 1, use the checklist below to make sure you have completed all the tasks
and have included all relevant information. I have:
Submitted 10 questions to determine customer preferences, needs and expectations.

Submitted a flyer/brochure (at least 1 page) to be presented to the client with extras and add-
ons mentioned in the flyer.
Submitted, minimum 4, customer preferences, needs and expectations you would anticipate
from the guests through-out the service period.
Submitted, minimum 4, personalized services to be offered to John’s dinner event. Also
briefly explain how those personalized services would result in repeat business.
Submitted answer on how you would ensure to check actioning of the special request (Gelato
Ice Cream as dessert to guests) placed by John.
Submitted PowerPoint to share the development on the Birthday dinner for John.
PART 2.
Answer the following questions using the brief scenarios provided below:
Scenario 1:
10th December 2018 – Birthday Party for Mr. John and his family
You and your kitchen staff have worked hard to make John’s 50th birthday memorable and are
waiting for the clock to strike to 6:00 p.m. (Booking time). While you were busy in your last-minute
preparations you noticed that the chef forgot to place order for Italian Gelato Ice Cream to be
presented as dessert in today’s birthday dinner. You recall that you had already confirmed to Mr.
John that your cuisine can easily accommodate this special request placed by him during the
meeting. Now, that the guests are about to arrive in 3-4 hours you are to come up with immediate
actions which can resolve this problem.
1.Considering the above situation, what immediate actions would you take to address this problem
before provision to customer. (125-175 words)
Scenario 2:
Mr. John and his guests have now arrived, and your staff is busy escorting them to the designated
venue. You thought of checking the kitchen staff to see if they are fully prepared by physically
inspecting the kitchen premise. To your utter surprise, you found out that 2 experienced kitchen staff
could not turn up on account of sickness. This has put pressure on the existing staff and they have
already started complaining to you.
2.Given the above scenario, mention few delays, minimum 4, you can anticipate in product and
service provision to the dinner guests. Also, mention few tips, minimum 4, on responding to service
delays. Your tips should be in the context of the dinner service to John and his guests. (Your answers
could be bullet points)
Scenario 3:
Some of the guests have requested some products/services like side-dishes and wine drinks which are
not available.
3.Below is the table which mentions unusual or unavailable products/services ordered by John’s
guests. Against each unavailable/unusual product/service requested, provide alternative
product/service you can advise to John’s guest.
Unavailable & Unusual product/service Alternative Solution advised

requested
The gluten-free cake
The low carb main dish
Asking the chef to cook a fish brought from home
Scenario 4:
At the end of the birthday dinner party, you have collected a short survey from the guests please refer
to the completed Customer Feedback Form provided in Appendix: 01. Having analysed the
responses from the survey, you have noticed the following major complaints lodged by the guests:
• Vegetarian menu was not up to the mark

• Quantity of food did not meet the expectation
• The suite was too noisy, and the guests could not socialize much due to noisy environment
4. Given the above scenario, what compensation can you proactively offer to John? The
compensation offered should be in line with your own level of responsibility and organizational
policy on managers’ discretion and authorization limit. Excerpts from the Restaurant’s
Discretionary policy are given in Appendix: 02, which should help you answer this question. 100-
150 words.
5. How would you regularly obtain internal feedback on service issues. Briefly outline some steps
you would take to bring in improvements in line of regular feedback obtained. 125-175 words.
6. What promotional services can you offer to John and his guest to get repeat business from them.
List down at least three (3).
7.Your trainer will provide you with profile data for some customers, most of them are repeat
customers of this Italian cuisine. Record the customer profile data provided, using a spreadsheet
software and also highlight in the same spreadsheet three (3) promotional activities and three
(3) tailored products and services to be used to target these customers.
Submitted proposal, no more than 175 words, on immediate actions required to address the
problem mentioned in Scenario 1.
Submitted few delays anticipated, minimum four, in product/service provision to the dinner
guests. Also submitted few tips, minimum four, on how to respond to service delays.
Submitted response to alternative solutions advised against each unavailable
product/service requested in Scenario 3.
Analysed survey response from guest (representative) and submitted response to
compensation, using the excerpts on discretionary policy given in Appendix:04, to be offered
to John to make up for gaps in customer service delivery.
Submitted answer on how to obtain and make use of internal feedback maximum of 175
words.
Submitted three promotional services to be offered to John and his guest to get repeat
business from them.
Submitted Excel sheet with the required details for the profile data provided by our trainer.
PART 3.
Instructions for students:

Read the scenarios carefully. Use your skills and knowledge gained through your learning and
complaint handling procedure to resolve the customer complaints.
Complaint 1
Assume that you are working in a busy restaurant in Sydney CBD. On a busy Friday night, one of
the patrons complained about few aspects of service provisions. In particular, he said that food
arrived very late and one of the items served was not the one they ordered.
Complaint 2
Assume that you are working in a busy restaurant in Sydney CBD. You received a complaint from a
customer that while he was enjoying his dinner he noticed that one of your colleagues was very
rude when the supplier enquired about his unpaid invoice.
Complaint 3
Assume that you are working at front desk in a busy restaurant in Sydney CBD. You received a
complaint from a customer that his table is not serviced as promised by the front desk. He is
extremely disappointed and would like to speak to a manager.
You are required to:
1. Read the scenario carefully

2. Understand the problem and situation fully
3. Create a minimum half page dialogue for each scenario on how to handle and resolve the
customer complaint. The dialogue must include the following:
Questioning techniques to identify the nature, possible cause and details of complaint.
Assessing the possible impact on the customer
Taking responsibility for resolving the complaints in a professional manner and acting swiftly
to resolve complaints to prevent further escalation
Providing options to resolve complaints and deciding on optimal solutions
Turn complaints into opportunities to demonstrate high quality customer service
Follow up with customer and ask for relative feedback in relation to the suggested solution/s
Ensure the customer that their complaints and feedback will be taken on board to enhance
future issues
Submitted 3 dialogues on how to handle the different complaints for each scenario given.
APPENDICES
APPENDIX: 01
CUSTOMER SATISFACTION QUESTIONNAIRE

We are constantly striving to provide a good food service. This survey is part of the process. Please
help us to do this by completing this questionnaire.
This section is about the food in the restaurant. Please tick the appropriate boxes and add your
comments where relevant.
1. How many times in a year do you usually eat in this restaurant?
☐ More than three times a week ☐up to three times in a year☒once every six months ☐hardly ever (Please specify why)
------------------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------------------
2. When you eat in the restaurant, what type of food do you normally choose? (Tick each one as
appropriate)
☒ starter vegetables ☐desserts ☒hot main course ☐fried food ☐ fresh fruit
☐vegetarian main course ☒ salads ☐ sandwiches ☐other (Please specify)
------------------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------------------
3. Thinking about value for money, how would you describe the food in general?
☐ Good value for money ☒reasonable ☐ bad(Please give reasons)
The quantity of the food didn’t quite justify the cost. It is a bit over priced
4. How would you describe the variety of foods on offer?
☐ excellent ☐ good ☐ fair ☒ poor(Please give reasons)
I was hoping for more vegetarian options or healthy choices in the menu
5. What improvements, if any, would you like to see in the variety of foods on offer?
The choices should have a better variety to cater to every individual client. Must have
healthier options as a staple. The vegetarian options weren’t anything too special for the price as
well.
6. If the following were introduced in the restaurant how likely would you be to try them?
Very likely Quite likely Quite unlikely Very unlikely
low-fat spread ☐ ☒ ☐ ☐
low-fat yoghurt ☐ ☒ ☐ ☐
frozen yoghurt ☐ ☒ ☐ ☐
fresh fruit ☐ ☒ ☐ ☐
exotic varieties of fresh fruit ☐ ☒ ☐ ☐
diff types of bread (e.g. wholemeal) ☐ ☒ ☐ ☐

semi-skimmed milk ☐ ☒ ☐ ☐
jacket potatoes with fillings ☐ ☒ ☐ ☐
vegetarian choices ☒ ☐ ☐ ☐
a wider range of vegetarian meals ☒ ☐ ☐ ☐
a pasta bar ☐ ☐ ☒ ☐
a self-service salad bar ☒ ☐ ☐ ☐
a sandwich bar ☐ ☐ ☒ ☐
a yoghurt bar ☒ ☐ ☐ ☐
7. Are you concerned about the types of food you eat (i.e. do you consider whether they are
healthy for you?
☐ Most of the time ☒ sometimes ☐ never
8. Would you like more information about

Yes No
the ingredients used in our dishes? ☒ ☐
how our dishes are prepared and cooked? ☒ ☐
This section is about the restaurant environment and service.
9. Please tick as appropriate
Most of the time Some of the time Never

I have to queue for a long time ☐ ☐ ☒
The restaurant is very clean ☒ ☐ ☐
The cutlery is clean ☒ ☐ ☐
The portion sizes are about right ☐ ☒ ☐
The staff are helpful ☒ ☐ ☐
The staff are well-presented ☒ ☐ ☐
The general service is good ☐ ☒ ☐
I can find a seat ☐ ☒ ☐
10. Are there any other comments you would like to make?
about the breakfast service? --------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------------------
about the lunch service? -----------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------------------
generally? There is too much noise from other patrons. It can get too crowded. There should be a assigned rooms for
bigger parties for privacy and convenience of everyone.
Please supply the following details about yourself:
Age: ☐ under 16 ☒16-34 ☐ 35-54 ☐ 55 and over
Sex: ☐ male ☒ female
Type of work: ☒ managerial ☐ administrative ☐ clerical ☐ manual
other (Please specify)
------------------------------------------------------------------------------------------------------------------------
------------------------------------------------------------------------------------------------------------------------
Thank you for completing this questionnaire. Results will be treated in confidence. Please give your
name and a contact number or email if you would like us to follow up your comments.
Name Beth Smith

Contact number/email beth.smithhh@optusnet.au
APPENDIX: 02
RESTAURANT’S DISCRETIONARY POLICY
Some Excerpts from the Policy document:
The Guiding Principles on Discretionary expenditure:
The Guiding Principles:
Principles of Reasonableness and Materiality to be applied in discretionary expenditure.
a. The tests of reasonableness are:
i Does the expenditure support the purpose, values, and goals of the institution?
ii Could the institution confidently justify this expenditure to the taxpayer, stakeholders, or other
interested parties?
iii Would publicity about the expenditure adversely affect the institution?
iv Does the frequency or significance of the activity warrant a specific policy?
a. Expenditure is made against the pre-approved budget;
i Details are recorded – date, type, cost, recipients, occasion or purpose;

ii A note of any non-staff of the restaurant in attendance is included on documentation;
iii Expenditure on food, expenditure on alcohol and that food and alcohol purchases are
itemised for audit purposes on the bill and/or receipt;
iv Extravagance and ostentatious consumption or behaviour is avoided.
b. The standard of the entertainment may depend on the nature of the occasion. Naturally
no strict standards can be applied and individuals should be mindful of public and
stakeholder perception when judging the appropriateness of the expenditure.
c. Guidance on an appropriate level of expenditure for a function should be obtained from

the owners of the restaurant.
APPENDIX: 03
RESEARCH LINKS FOR STUDENTS
Assessors note:
Please advise your students that there are links and information they can research on the
following links:
Some possible businesses for use as application examples may be found in the exporting case
studies on websites such as the NSW Business Chamber
http://www.nswbusinesschamber.com.au/
Example country analysis reports from Political Risk Services (PRS) http://www.prsgroup.com/
could be used to create class discussion allowing learners to develop their own market analysis
reports.
Australian Anti-Discrimination Laws:
https://www.ag.gov.au/RightsAndProtections/HumanRights/Pages/Australias-Anti-
Discrimination-Law.aspx
Australian Direct Marketing Association
https://www.accc.gov.au/public-registers/authorisations-and-notifications-
registers/authorisations-register/australian-direct-marketing-association-adma-revocation-
and-substitution-a90876
Austrade
http://www.austrade.gov.au/
Australian Customs Service
http://www.customs.gov.au
Has a section providing customs related information for intending exporters
Australian Exporters
http://www.australianexporters.net/
Provides information and links to intending exporters.
Australian Marketing Institute (AMI)
www.ami.org.au
Australian Market and Social Research Society (AMSRS)
www.amsrs.com.au/
Australian Wine and Brandy Corporation
http://www.wineaustralia.com
A federal government website providing information about the export of wine and spirits from
Australia
Australian Wine Research Institute (AWRI)
http://www.awri.com.au
Provides detail about exporting wine, including various regulatory considerations under the
Information Services menu
Aware – a commercial marketing intelligence consultancy
http://www.marketing-intelligence.co.uk/resources/competitor-analysis.htm
Topics in Statistical Data Analysis by Professor Hossein Arsham
http://home.ubalt.edu/ntsbarsh/stat-data/Topics.htm
This site offers information on statistical data analysis. It describes time series analysis, popular
distributions, and other topics. It examines the use of computers in statistical data analysis. It also lists
related books and links to related Web sites.
World Bank
http://www.worldbank.org/
Information about many countries, but tends to focus on developing and third world coutries
World Trade Organisation (WTO)
http://www.wto.org/
This website contains a vast amount of information including a specific set of resources for
students
Bnet – Forecasting & sales
http://search.bnet.com/index.php?q=competitor+analysis
Bnet research centre
http://findarticles.com/p/articles/mi_m0FNP/is_11_40/ai_75452742
E-business review article, E-commerce alive and well in the new New Economy by Molly Prior,
DSN Retailing Today, June 4, 2001
This page gives the BDC’s reporting of Key performance objectives against targets
Business.gov.au
http://www.business.gov.au
Data Analysis Australia
http://www.daa.com.au/home/
International Trade Forum
http://www.tradeforum.org/
The International Trade Forum is the magazine of the International Trade Centre (ITC). It
focuses on trade promotion and export development, as part of ITC’s technical cooperation
programme with developing countries and economies in transition. The magazine is published
quarterly in English, French and Spanish. The International Trade Centre (ITC) is the joint
technical cooperation agency of the United Nations Conference on Trade and Development
(UNCTAD) and the World Trade Organization (WTO).
NSW Business Chamber
http://www.nswbusinesschamber.com.au/
The NSW Business Chamber provides businesses with the information, advice, products and
services they need to grow and stay competitive. Click the Business Globally for International
marketing information. The site also has case studies which could be used as the basis for
assessment tasks or in –class activities.
Privacy Laws in Australia
https://www.oaic.gov.au/privacy-law/
Political Risk Services (PRS)
http://www.prsgroup.com/
Political Risk Services publishes 100 Country Reports that monitor the risks to international
business over the next five years. Some information is available for free downloading after
registering.
The Free Library
http://www.thefreelibrary.com/

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Learner Assessment Pack

Evidence recorded Evidence Type/ Method of assessment

Unit Assessment 1 Unit Knowledge Assessment (UKA)

UNIT OVERVIEW ................................................................................................................................................... 3

Unit Description ........................................................................................................................................................... 3

ASSESSMENT EVIDENCE ........................................................................................................................................ 4

PART 3. (ROLE PLAY) ............................................................................................................................................23

ASSESSMENT SUBMISSION FORM ........................................................................................................................33

SITXCC007 Enhance customer service experiences

ELEMENT PERFORMANCE CRITERIA

Assessment must ensure access to:

ACSF SPECIFICATIONS AND FOUNDATION SKILLS

The student will have access to the following:

UNIT ASSESSMENT PLAN

Evidence recorded Evidence Type/ Method of assessment

Unit Assessment 1 Unit Knowledge Assessment (UKA)

• All questions must be answered correctly to be completed satisfactorily.

• Student may handwrite/use computers to answer the questions.

• This assessment task may be completed in a classroom, at home, learning management

The following questions relate to the below given scenario.

Use the above scenario, to answer the following questions:

The following questions relate to the below given scenario.

Customer Service Standards- Fine-Dining Restaurant

• We will greet our customers in a courteous and professional manner.

Employee Signature: ______________ Date: __________

UNIT SKILLS ASSESSMENT (USA)

STUDENT TO COMPLETE AND SUBMIT

Scenario Information on a fictitious Italian cuisine in Western Sydney

Considering the above scenario, answer the following questions.

Birthday dinner details (Date, venue, time, number of guests)

Part 1: Your assessor will be looking for:

Submitted 10 questions to determine customer preferences, needs and expectations.

Unavailable & Unusual product/service Alternative Solution advised

• Vegetarian menu was not up to the mark

Part 2: Your assessor will be looking for:

Instructions for students:

You are required to:

1. Read the scenario carefully

Part 3: Your assessor will be looking for:

CUSTOMER SATISFACTION QUESTIONNAIRE

1. How many times in a year do you usually eat in this restaurant?

4. How would you describe the variety of foods on offer?

☐ excellent ☐ good ☐ fair ☒ poor(Please give reasons)

Very likely Quite likely Quite unlikely Very unlikely

exotic varieties of fresh fruit ☐ ☒ ☐ ☐

diff types of bread (e.g. wholemeal) ☐ ☒ ☐ ☐

a wider range of vegetarian meals ☒ ☐ ☐ ☐

a self-service salad bar ☒ ☐ ☐ ☐

☐ Most of the time ☒ sometimes ☐ never

8. Would you like more information about

This section is about the restaurant environment and service.

9. Please tick as appropriate

Most of the time Some of the time Never

Please supply the following details about yourself:

Age: ☐ under 16 ☒16-34 ☐ 35-54 ☐ 55 and over

Sex: ☐ male ☒ female

Type of work: ☒ managerial ☐ administrative ☐ clerical ☐ manual

other (Please specify)

Name Beth Smith

RESTAURANT’S DISCRETIONARY POLICY

Some Excerpts from the Policy document:

The Guiding Principles on Discretionary expenditure:

The Guiding Principles:

Employee Signature: ____ Date: