GI210048-Sitang-SITXCCS007 - Assessment Task 2

Global Institute
Level 7, 140 Elizabeth Street, Sydney NSW 2000

Ph: 02 8076 8000
Email: studentservices@globalinstitute.edu.au
Web: www.globalinstitute.edu.au
ABN: 35 601 110 178
Assessment Cover Sheet
Student Name Sitang Pakornrassamee
Student ID GI210048
Unit Code / Unit Name SITXCCS007 Enhance Customer Service Experiences
Assessment No. 2
Date of Submission 15/08/21
Student Declaration:
I certify that:
 I declare that the work submitted is my own and has not been copied or plagiarised from any person or source.
 I have read the Assessment and Student Handbook and I understand all the rules and guidelines for undertaking
assessments.
 I give permission for my assessment material to be used for continuous improvement purposes.
Student Signature: สิตางค์ ปกรณ์รัศมี Date: 15/08/21
Result: □ Satisfactory | □ Not Satisfactory

Trainer/Assessor Feedback
Student Declaration: I declare that I have been Trainer/Assessor Declaration: I declare that I have
assessed in this unit, and I have been advised of my conducted a fair, valid, reliable and flexible assessment with
result. I also am aware of my appeal rights. this student, and I have provided appropriate feedback
Name: Sitang Pakornrassamee Name: ____________________________
Signature: สิตางค์ ปกรณ์รัศมี Signature: __________________________
Date: 17/08/21 Date: ____/_____/_____
Tear off from

here………………………………………………………………………………………………….......................................................................
......
Assessment Acknowledgement Receipt

Student Name: Sitang Pakornrassamee Student ID: GI210048
Unit Code /Name: SITXCCS007 Enhance Customer Service Experiences Assessment No: 2
Trainer/Assessor Signature: Date:
Global Institute V2.1 Jan 2021 Page 1 of 18

Assessment Task 2 SITXCCS007
Assessment Task 2 – Role play

Performance objective
Student will demonstrate 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 assessment task is due on the date specified by your assessor.
Assessment description
Students are required to perform 4 role plays providing services to external, internal customers and
solving the customer complaint using the given scenario. Students need to provide short script of each
role play.
Procedure
You are working as waiter/waitress in Global restaurant. Global restaurant is very popular for
providing best quality service to their customers.
 You will be performing role plays for 4 different scenarios in Appendix 1 fulfilling the
following requirements:
 identify customer requirements/ requests/ special needs and complaints using appropriate
communication skills
 communicate appropriately with internal customers to solve the problem of external
customers
 provide professional and personalized service to customers
 In order to perform the role plays you need to demonstrate effective communication skills to
deal with internal and external customers.
 Seek feedback from customer using the feedback form provided.
 Follow organisational policy and procedures provided in Appendix 2
Submissions
You must:
1. Perform all 4 role plays to provide effective service to external and internal customer
2. Provide short script for all 4 role plays
3. Provide filled customer feedback form after receiving the feedback from customers
4. Analyse the feedback and provide suggestions for improvement in future in the provided
space
5. Provide role play checklist filled by assessor

Your assessor will be looking for:
 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.

Role play checklist

Criteria – Role Play 1 Role Play 2
NY NY
S S
S S
The presence of a customer is recognised and prioritised over any work duties undertaken  
The customer is greeted in a friendly, professional manner  
Appropriate Eye contact and body language used to serve the customer  
Active listening is used to identify customer’s needs, expectations and special requirements  
Appropriate products matching the customer’s need are advised and explained  
Relevant promotional products and appropriate add-ons and extras are offered  
Special requests and need is communicated to relevant stakeholders to ensure efficient and quality  
service delivery
Special needs/request are checked and fulfilled before the product delivery  
The product and service are provided promptly and in professional manner  
Problems with product and services are identified and appropriate action taken  
Delays in service delivery are updated to customers in a timely fashion  
Appropriate alternatives are offered to customers  
Appropriate compensation is offered in line with organisational policies if required  
Appropriate questioning techniques are used to establish possible cause and detail of the complaint  
Take responsibility for resolving complaint in a professional manner  
Options for resolving complaint are determined and optimal solution provided according to  
organisational policy
Complaints are resolved promptly to customer satisfaction and demonstrate high quality service  
Offer promotions to customer to promote repeat business according to organisational policy  
Personalized and quality service is provided to customers in professional manner  
Feedback is taken from customer on the quality of above services  
Feedback from customers is communicated internally with colleagues as relevant  
Suggestions for improvement to service procedures are made  
Comments:


Customer feedback form
We will appreciate you taking the time to complete the following feedback form. It will help us to
improve our services.
Customer Name: Peter
1. How do you rate our Food Quality?
Excellent Good Average poor
2. How do you rate the cleanliness of the restaurant?
3. How do you rate the order accuracy?
4. How do you rate the speed to service?
5. How do you rate the politeness of our staff?
6. How do you rate the complaint handling of our restaurant?
7. How do you rate overall service quality?
Any comments or suggestions to improve our services
I had a great time eating delicious food at your restaurant. The waiters and waitresses were
committed to great service and very friendly. The atmosphere was awesome.

Customer Name: Mona
Overall, not bad. I’m sure some people love this place.

Criteria – Role Play 3 Role Play 4
NY NY
S S
S S
The presence of a customer is recognised and prioritised over any work duties undertaken  
The customer is greeted in a friendly, professional manner  
Appropriate Eye contact and body language used to serve the customer  
Active listening is used to identify customer’s needs, expectations and special requirements  
Appropriate products matching the customer’s need are advised and explained  
Relevant promotional products and appropriate add-ons and extras are offered  
Special requests and need is communicated to relevant stakeholders to ensure efficient and quality  
service delivery
Special needs/request are checked and fulfilled before the product delivery  
The product and service is provided promptly and in professional manner  
Problems with product and services are identified and appropriate action taken  
Delays in service delivery are updated to customers in a timely fashion  
Appropriate alternatives are offered to customers  
Appropriate compensation is offered in line with organisational policies if required  
Appropriate questioning techniques are used to establish possible cause and detail of the complaint  
Take responsibility for resolving complaint in a professional manner  
Options for resolving complaint are determined and optimal solution provided according to  
organisational policy
Complaints are resolved promptly to customer satisfaction and demonstrate high quality service  
Offer promotions to customer to promote repeat business according to organisational policy  
Personalized and quality service is provided to customers in professional manner  
Feedback is taken from customer on the quality of above services  
Feedback from customers is communicated internally with colleagues as relevant  
Suggestions for improvement to service procedures are made  
Comments:


Customer Name: Mary
Probably the best place in Sydney. Super delicious food! Super friendly staff!

Customer Name: John
Last night we had the best time for dinner that I’ve ever had! We will be back again soon.

Q1. After performing the role plays, write a short report to provide internal feedback on customer
service issues /complaints and provide solutions/suggestions on improvement in order to avoid future
occurrence of complaints.
- Good customer service is the quality and timely assistance provided by a business and its
employees to the people who use or buy its products and services. Customer service can
range from aiding customers with purchases to solving their problems online. Customer
service professionals are responsible for ensuring customers have a good experience by
fulfilling their needs. They may work with customers in person, over the phone or online
through email or chat services. Because this is a skill set employers value, developing your
customer service skills can help you to advance in your career.
Customer service means being responsive to a customer’s needs and being resourceful in
meeting those needs. Customer service is many things: knowledge, communication, skill,
attitude, efficiency, integrity, reliability, knowledge, and helpfulness. How you interact with
co-workers and supervisors has a huge impact on the effectiveness of the team.
Solve problems. Great customer service professionals are quick on their feet. They have the
skills necessary to quickly analyse a situation and decide what needs to be done to solve the
problem. Don’t procrastinate. Develop a plan of attack and handle the situation as quickly
and efficiently as possible.

Q2. What are the principles and 2 benefits of enhanced customer service?
Principles:
 Quality Service Standards

Publish a statement that outlines the nature and quality of service which customers can
expect and display it prominently at the point of service delivery.
 Information
Take a proactive approach in providing information that is clear, timely and accurate, is
available at all points of contact, and meets the requirements of people with specific
needs. Ensure that the potential offered by Information Technology is fully availed of and
that the information available on public service websites follows the guidelines on web
publication. Continue the drive for simplification of rules, regulations, forms, information
leaflets and procedures.
Benefits:
The potential benefits to the firm from providing a consistently high level of customer
service include:
 Increased sales – more likely to try out other products/services too

 Customer loyalty –more likely to be a source of repeat business and to recommend the
business to friends and family
 Enhanced public image – helps build a brand and provides protection if there is a slip-
up in customer service
 More effective workforce – satisfied customers help create a positive working
environment

Appendix 1: Role Play scenarios

You are working for global restaurant as a waiter/waitress. You need to serve the customer according
to restaurant’s policy and procedures as provided in Appendix 2.
Scenario 1:
External customer: A customer comes in your restaurant having dinner, he ordered steak but when it
arrives it is under cooked. He creates a fuss and calls you (the waiter) to complain. You need to listen
to customer, apologize and calm him down
Internal customer: You need to communicate the problem to chef and explain the situation and ask
the chef to make the dish again
Provide complimentary dish to customer to make customer happy. Serve the fresh steak to customer
and after finishing take the feedback from customer.
Customer: Hi I would like to order a steak please.

Staff: Sure, how would you like your steak?
Customer: I want it medium rare.
Staff: Excellent, I’ll be right back.
Customer: Excuse me! This steak is under cooked. I order a medium rare steak not rare steak.
Staff: I am so sorry; I will bring another one for you.
Customer: This is so disappointed
Staff: I would like to give you my apology. I would like to give you 10% discount voucher for today
and offer another 10% discount voucher to the next visit.
Customer: Ok.
Scenario 2:
A customer is in Global restaurant having dinner. He ordered soup but when it arrives it is cold. He
calls the waiter and complains about the cold soup
External customer: You listen to complain, and you are sympathetic, but you tell the customer that
Gazpacho soup is always serve cold, but customer is very angry and do not want to listen to you.
Internal customer: You go to manager and explain the situation to manager and get the solution to
satisfy the customer
Provide solution to customer. After finishing, get feedback from customer
Customer: Excuse me! The soup is too cold, and I cannot eat it.
Staff: This is a Gazpacho soup. It is always served cold.
Customer: No! you don’t listen to me. I cannot eat a cold soup.
Manager: can I help with anything sir?

Customer: Yes, the soup is too cold, and I don’t eat a cold soup.
Manager: I see, this is a Gazpacho soup which normally we serve as it cold. At its best, gazpacho is
super refreshing and bursting with fresh-from-the-garden summer flavors. However, if you would like
to get a hot soup, may I recommend a pumpkin soup. Pumpkins and pumpkin soups are a powerhouse
of vitamins and nutrients. It is rich in vitamin A that helps in improving eyes. It is low calorie so has
great weight loss benefits while keeping you full longer.
Customer: Well, I guess that would be good to me.
Scenario 3:
External customer: You serve the food to customer, but customer complains that his order is wrong.
He ordered vegetarian burger, but you serve him chicken burger. Customer is very upset.
Internal customer: you go to the chef and explain the situation and check the order with chef and
found that it is chef’s mistake
You apologize to customer and serve him his correct order in appropriate manner. After finishing the
food, get feedback from customer.
Customer: Excuse me! This is not what I ordered. I ordered a vegetarian burger, but you gave me a
chicken burger.
Staff: Oh! I’m so sorry. Let me change that burger for you.
Customer: I’m not happy with this.
Staff: I’m so sorry for this mistake. Our chef said apologies, and this is the vegetarian burger
according to your order and we will give 10% discount voucher for you today.
Customer: Okay. Thank you.
Staff: Is everything alright with you? Is there anything else I can get you?
Customer: No, thank you.
Scenario 4:
External customer: A customer comes into your restaurant and request for gluten free meal. Your
menu shows sweet muffins at morning teatime, mini-Danish and sandwiches at afternoon teatime.
How you are going to adjust the menu and fulfil the request of the customer.
Internal customer: you have a conversation with the chef about customer’s special request and
discuss the appropriate dishes which can be offered to customer

Provide suggestion to customer to fulfil his request and serve the food. Take customer feedback.
Staff: Hi how can I help you?
Customer: Hi do you have gluten free option for breakfast?
Staff: Let me ask our Chef if anything he can do for you, one moment please.
Customer: Sure.
Staff: Would you like to get a gluten free sandwich. Our delicious homemade Gluten Free & is baked
fresh daily.
Customer: Sound great! I’d like that please.
Staff: Here you are, thank you very much. Enjoy your meal.
Customer: Thanks.

Appendix 2: Global restaurant customer service Policy and procedures
Global restaurant can only succeed with the patronage of customers, and in particular, repeat
customers. As a result, taking care of our customers is our highest priority. At global restaurant the
customer always comes first!
Before orders are taken:
1. All customers should be acknowledged within first five seconds of entering in the restaurant
2. Welcome and greet customers with a friendly smile
3. Promptly guide customers to their table and ensure everything is comfortable
4. Provide water, menus, and complimentary items such as bread rolls or chips upon seating
5. Allow customers time to look over the menu and be available to answer questions
6. Check special need/request of customer and fulfil it after clarifying with the chef.
7. Take orders in a reasonable amount of time and place the orders immediately with the kitchen
After orders are taken, you should do the following:

1. Serve food quickly and while hot, ensuring customers are satisfied with what they ordered
2. Check in on your table routinely, offering beverage refills and handling any concerns
3. Offer your dessert selection toward the end of the meal
4. Clear the table of unnecessary dishes, if and when appropriate
5. After getting indication from the customer prepare the bill.
6. Present the bill to customer and be ready for questions to be answered
7. Request customer to fill customer feedback from
8. Thanks diners for visiting and say goodbye.
Dealing with difficult customers / complaints

Encourage customers to come forward with problems. Know how to deal with them. Treat complaints
seriously, fairly and quickly.
1. Greet the customer courteously
2. Never argue with the customer.
3. Apologize for any product fault or poor service. Be sympathetic. Thank the customer for bringing
the complaint to your attention.
4. Listen fully to what the customer is saying. Try to gather all the facts about the complaint and jot
them down. Ask questions and summarise what they are saying.
5. Suggest replacement of dish or provide additional dish free of charge to make customer happy
6. Offer a 10% discount voucher on subsequent visit to maintain customer relationship
Procedure for responding to common customer’s complaints:

 Incorrect pricing or quotes: apologize to customer, correct the prices and provide 10% discount
on the correct bill as compensation
 Delay or error in providing product or service: update customer for the delay in service,
provide complimentary items to make customer happy
 Misunderstanding of customer request: apologize to customer and promptly take action to fix
the mistake. Delivery of wrong dish to customer should be replaced with the correct dish
promptly.

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Global Institute

Level 7, 140 Elizabeth Street, Sydney NSW 2000

Assessment Cover Sheet

Student Name Sitang Pakornrassamee

Unit Code / Unit Name SITXCCS007 Enhance Customer Service Experiences

Student Signature: สิตางค์ ปกรณ์รัศมี Date: 15/08/21

Result: □ Satisfactory | □ Not Satisfactory

Date: 17/08/21 Date: ____/_____/_____

Tear off from

Assessment Acknowledgement Receipt

Global Institute V2.1 Jan 2021 Page 1 of 18

Assessment Task 2 – Role play

2. Provide short script for all 4 role plays

5. Provide role play checklist filled by assessor

Global Institute V2.1 Jan 2021 Page 2 of 18

Your assessor will be looking for:

Global Institute V2.1 Jan 2021 Page 3 of 18

Role play checklist

The customer is greeted in a friendly, professional manner  

Delays in service delivery are updated to customers in a timely fashion  

Appropriate alternatives are offered to customers  

Appropriate compensation is offered in line with organisational policies if required  

Take responsibility for resolving complaint in a professional manner  

Offer promotions to customer to promote repeat business according to organisational policy  

Personalized and quality service is provided to customers in professional manner  

Feedback is taken from customer on the quality of above services  

Feedback from customers is communicated internally with colleagues as relevant  

Suggestions for improvement to service procedures are made  

Global Institute V2.1 Jan 2021 Page 4 of 18

Global Institute V2.1 Jan 2021 Page 5 of 18

Customer feedback form

Customer Name: Peter

1. How do you rate our Food Quality?

Excellent Good Average poor

2. How do you rate the cleanliness of the restaurant?

Excellent Good Average poor

3. How do you rate the order accuracy?

Excellent Good Average poor

4. How do you rate the speed to service?

Excellent Good Average poor

5. How do you rate the politeness of our staff?

Excellent Good Average poor

6. How do you rate the complaint handling of our restaurant?

Excellent Good Average poor

7. How do you rate overall service quality?

Excellent Good Average poor

Any comments or suggestions to improve our services

Global Institute V2.1 Jan 2021 Page 6 of 18

Customer feedback form

Customer Name: Mona

1. How do you rate our Food Quality?

Excellent Good Average poor

2. How do you rate the cleanliness of the restaurant?

Excellent Good Average poor

3. How do you rate the order accuracy?

Excellent Good Average poor

4. How do you rate the speed to service?

Excellent Good Average poor

5. How do you rate the politeness of our staff?

Excellent Good Average poor

6. How do you rate the complaint handling of our restaurant?

Excellent Good Average poor

Date: 17/08/21 Date: __/_/___