SITXCCS014 Student Assessment Tasks 24-06-20.v1.0

Contents
Introduction........................................................................................................................................ 4
Assessment for this unit.................................................................................................................... 4
Preparing for assessment.................................................................................................................. 4
Assessment Task 1: Knowledge questions.......................................................................................6
Information for students................................................................................................................. 6
Questions...................................................................................................................................... 7
Assessment Task 1: Checklist..................................................................................................... 10
Assessment Task 2: Customer service roleplays............................................................................12
Information for students............................................................................................................... 12
Activities...................................................................................................................................... 13
Assessment Task 2: Checklist – Customer 1..............................................................................16
Assessment Task 3: Customer complaints resolution project.........................................................22
Activities...................................................................................................................................... 23
Assessment Task 4: Customer service report.................................................................................27
Activities...................................................................................................................................... 28
Assessment Task 4: Checklist..................................................................................................... 29
Final results record.......................................................................................................................... 30
Southern Academy of Business and Technology | Level 2,95 Bathurst Street Sydney NSW 2000
RTO Code: 31595 | CRICOS Code: 03602E | Phone: 1300 852 205 (Australia) | +61 02 8031 7727 (Overseas)
Version : 1.0 Website: www.sabt.edu.au Email: info@sabt.edu.au Page 2 of 29
Introduction
Welcome to the Student Assessment Tasks for SITXCCS014 Provide service to customers. These
tasks have been designed to help you demonstrate the skills and knowledge that you have learnt
during your course.
Please ensure that you read the instructions provided with these tasks carefully. You should also
follow the advice provided in the Hospitality Works Student User Guide. The Student User Guide
provides important information for you relating to completing assessment successfully.
Assessment for this unit

SITXCCS014 Provide service to customers describes the performance outcomes, skills and
knowledge required to communicate effectively with and provide quality service to both internal and
external customers. It requires the ability to establish rapport with customers, determine and
address customer needs and expectations, and respond to complaints.
For you to be assessed as competent, you must successfully complete four assessment tasks:
 Assessment Task 1: Knowledge questions – You must answer all questions correctly.
 Assessment Task 2: Customer service roleplays – You will participate in 3 roleplays with
customers to find out about their needs and provide the required services.
You will then resolve the customer issues.
 Assessment Task 3: Customer complaints resolution project – You are required to handle
complaints from three customers, responding to the customers according to company policies
and procedures.
 Assessment Task 4: Customer service report – You are required to review a Feedback
Register and develop a report recommending ways to improve service delivery for the case
study organisation.
Preparing for assessment

Please read through all of the assessment tasks and related documents carefully before you get
started. Ensure that you have everything that you need and seek clarification from your trainer,
assessor or workplace supervisor if you have any questions.
Supporting resources: Supporting resources include templates, journals, workbooks and

portfolios which can be used to support you in providing evidence of your competence. Your
assessor will provide you with these documents before you begin your assessment tasks. For
this unit, the supporting resources comprise:
 Customer Service Policy and Procedures (Assessment Task 2)

 List of Services (Assessment Task 2)
 Complaint Handling Policy and Procedures (Assessment Task 3)
 Customer Service Policy and Procedures (Assessment Task 4)
 Feedback Register (Assessment Task 4)
 Customer Service Report Template (Assessment Task 4)
Once you have read through the assessment tasks and are satisfied that you are clear on the
requirements and submission dates, complete and sign a Student Assessment Agreement. Your
assessor will countersign the agreement and keep it on file. You will find a Student Assessment
Agreement in Appendix B of your Hospitality Works Student User Guide or your RTO will provide
you with one.
Remember to check your Hospitality Works Student User Guide for information about:
 submitting assessments  re-assessment guidelines
 assessment appeals  responding to written questions.
Assessment Task 1: Knowledge questions
Information for students

Knowledge questions are designed to help you demonstrate the knowledge which you have
acquired during the learning phase of this unit. Ensure that you:
 review the advice to students regarding answering knowledge questions in the Hospitality
Works Student User Guide
 comply with the due date for assessment which your assessor will provide
 adhere with your RTO’s submission guidelines
 answer all questions completely and correctly
 submit work which is original and, where necessary, properly referenced
 submit a completed cover sheet with your work
 avoid sharing your answers with other students.
i Assessment information
Information about how you should complete this assessment can be found in Appendix
A of the Hospitality Works Student User Guide. Refer to the appendix for information
on:
 where this task should be completed
 the maximum time allowed for completing this assessment task
 whether or not this task is open-book.

Note: You must complete and submit an assessment cover sheet with your work. A
template is provided in Appendix C of the Student User Guide. However, if your RTO
has provided you with an assessment cover sheet, please ensure that you use that.
Questions
1. Explain three key principles of quality customer service.
2. Explain four types of positive communication that should be used to ensure quality customer
service.
3. Explain what type of non-verbal communication would be appropriate when engaging with
customers for each of the non-verbal communication behaviours listed in the table.
Non-verbal communication Appropriate for customer service
Body language
Culturally specific communication customs

and practices
Dress and accessories
Gestures and mannerisms
Use of space
Voice tonality and volume
4. Explain how feedback from staff and customers can be used to enhance customer service.
5. Thinking about the qualification you are studying and the industry you would like to work in,
answer each of the following questions:
a. Describe at least three professional service standards and protocols for staff.
b. Describe at least three attitudes and attributes that would be expected to work with
customers.
c. Describe at least three key customer service needs and communication expectations in
the industry.
d. Describe expected standards for personal presentation and hygiene.
e. Describe customer service and communication needs that may arise for specific
customers such as those with languages other than English.
6. Explain five main types of customers that companies engage with.
7. Choose a company you are familiar with and/or would be interested in working for. Answer
each of the following questions.
a. What does the company says its response time is for providing services and resolving
complaints? How does this compare to other companies?
b. What are its personal presentation and hygiene standards?
8. Review the table below and explain why it is important for customer service to address this.
Behaviour Importance for customer service
Acknowledging and greeting customers
Complaint and dispute management
Empowerment of different levels of personnel

to resolve complaints, disputes,
Service issues and customer compensation
Loyalty programs
Presentation standards for customer

environment, customer service personnel, and
documents and promotional materials
Pricing guarantees
Product quality
Refunds and cancellation fees
Response times
Service guarantees
Training staff for customer service and

complaint handling
9. Choose two cultural groups you know about and for each describe the following in relation to
customer service:
a. modes of greeting, farewelling and conversation
b. body language and body gestures
c. formality of language
d. clothing expectations for customer service staff
10. Explain each of the following methods of collecting feedback:

a. surveys
b. interviews
c. structured questioning
d. observation of customers
e. casual discussion
11. Explain three types of communication techniques, including key features.
12. Explain three types of communication equipment that can be used in customer service.
Assessment Task 1: Checklist
Student’s name:
Did the student provide a Completed

sufficient and clear answer successfully? Comments
which met the requirements
of the assessor marking Yes No
guide?
Question 1
Question 2
Question 3
Question 4
Question 5 a
Question 5 b
Question 5 c
Question 5 d
Question 5 e
Question 6
Question 7 a
Question 7 b
Question 8
Question 9 a
Question 9 b
Question 9 c
Question 9 d
Question 10 a
Question 10 b
Question 10 c
Question 10 d
Question 10 e
Question 11
Question 12
Task outcome:  Satisfactory  Not satisfactory
Assessor signature:
Assessor name:
Date:
Assessment Task 2: Customer service roleplays

You are required to prepare for, and participate in, a roleplay with customers to find out about their
needs and provide information about the services available. You are then required to provide the
required services to the customer.
Following the roleplays, you will need to liaise with three internal customers in order to resolve
customer issues.
You will need access to:
 your learning resources and other information for reference
 your Customer Service Policy and Procedures
 your List of Services.
Ensure that you:
 review the advice to students regarding responding to written tasks in the Hospitality Works
Student User Guide
on:
 how your assessment should be submitted.
template is provided in Appendix B of the Student User Guide. However, if your RTO
Activities
Complete the following activities.
Carefully read the following scenario.
The Bridge Hotel offers high quality accommodation and dining, as well as
conference services for businesses that include on site catering, and other events
such as weddings.
For the purposes of this assessment, you are employed as a Chef for the company.
Your main role is preparing menus and food, but you also assist with answering
customer enquiries, liaise with other staff and suppliers and complete a range of
general administration duties.
Customer enquiries are received by the hotel’s reception and forwarded onto you
for action.
Today you have been forwarded enquiries from three customers which you need to
respond to. Their details are included in the customer information document. You
will participate in a role play with each of the three different customers. You will also
need to refer each customer’s enquiry to three different staff members.
1. Prepare for the roleplay.
Read the case study information provided above, as well as the List of Services
provided by Bridge Hotel.
Read the Customer Service Policy and Procedures to ensure that you understand
the procedures to be followed, including:
 Personal dress requirements
 Managing enquiries
 Referring on enquiries that you are unable to respond to
For each customer, and based on situation, consider what would be the best way of
communicating with them, for example, through face to face means, by telephone
or in writing.
2. Send an email to your assessor.
The text of the email should be in grammatically correct English, written in an

appropriate (polite, business-like) style.
It should give what you consider would be the most appropriate communication
method for each customer, indicating why you have chosen this method.
3. Meet with the customers.
Assume that all three customers have come to the hotel to meet you so your
communication with them will be conducted face to face.
Participate in each customer roleplay at the date and time specified by your
assessor.
You must ensure that you meet personal presentation and hygiene requirements as
set out in the Customer Service Policy and Procedures. You will be assessed on
this.
When exploring catering options with the customers, which is the primary focus of
the discussion, you may provide any information in relation to food and beverages
that you feel would be appropriate in the situation.
You will need to:
 Greet the customer in accordance with company policy.
 Ask the customer about their service needs.
 Establish rapport with the customer and express a genuine interest in their
requirements so as to promote goodwill and trust.
 Clearly and accurately explain the services offered by Bridge Hotel that may
be suitable for the customer, including providing additional information about
services to enhance their customer service experience.
 Respond to questions and provide information promptly to assist the customer

in selecting the right options for them.
 Ensure you anticipate operational problems that may arise due to the
customer’s booking request and timing.
 Identify information that you are unable to immediately provide to the customer
and respond in accordance with the Customer Service Policy and procedures.
 Demonstrate effective interpersonal skills including:
o Using a warm and friendly tone to build rapport
o Using relevant communication skills to meet the needs of customers with

specific needs
o Speaking clearly
o Asking questions clearly and concisely
o Cleary and accurately responding to questions
o Use active listening techniques
o Using appropriate non-verbal communication
Note that during the roleplay, at least one customer will express dissatisfaction. You
are required to respond proactively to this to avoid a complaint being made.
4. Follow-up after the meeting.
Follow up the customer’s requests for information that you were unable to answer.
This will be an email to the appropriate staff member as set out in the Customer
Service Policy and Procedures and within the designated timelines.
Assessment Task 2: Checklist – Customer 1
Student’s name:
Completed
successfully? Comments
Did the student: Yes No
Meet personal presentation and hygiene

requirements?
At the start of the meeting, greet the

customer in a professional, courteous
and concise according to company
procedures, including:
 Using the customer’s name
 Introducing themselves, and giving

their position in the organisation
For the meeting, dress and present

themselves in line with company
requirements?
For the meeting, follow hygiene

procedures in line with company
requirements?
During the meeting, establish rapport

with the customer and demonstrate a
genuine interest in their needs to
promote goodwill and trust?
Demonstrate professional standards?
Identify customer needs and

expectations including special needs?
At the meeting, provide information

about the available services and assist
customers to identify preferred options,
including providing information about
additional services?
During the meeting, use effective
interpersonal skills including:
 Using a warm and friendly tone to

build rapport
 Using relevant communication skills

to meet the needs of customers
with specific needs
 Speaking clearly
 Asking questions clearly and

concisely
 Cleary and accurately responding to

questions
 Use active listening techniques
 Use appropriate non-verbal

communication
Provide prompt customer service to

meet the customer’s needs according to
organisational requirements?
Identify and anticipate operational

problems and take action to minimise
the effect on customer satisfaction?
Proactively recognise customer

dissatisfaction to avoid a complaint
being made?
Assessor signature:
Assessor name:
Date:
Student’s name:
Completed

requirements?



requirements?

requirements?




build rapport

with specific needs

concisely

questions

communication



being made?
Assessor signature:
Assessor name:
Date:
Student’s name:
Completed

requirements?



requirements?

requirements?



requirements?


build rapport

with specific needs

concisely

questions

communication



being made?
Assessor signature:
Assessor name:
Date:
Assessment Task 3: Customer complaints resolution
project

You are required to handle complaints from three customers, responding to the customers
according to company policies and procedures.
 your Complaint Handling Policy and Procedures.
Ensure that you:
Student User Guide
on:
Activities
1. Prepare for the roleplay.
This assessment task requires you to handle customer complaints in relation to all
three customers who used your services in Assessment Task 2. The roleplay will
occur over the phone once for each customer i.e. three times.
You will need to thoroughly review the Complaint Handling Policy and Procedures
before you commence this task to ensure that you understand, and can apply,
procedures that must be followed and understand how to respond to customer
complaints.
The checklist should be used 3 times, one for each customer. Three checklists are
included.
2. Handle customer complaints.
The customer (your assessor) will call you with each complaint one at a time.
You are to act at all times in a professional manner.
You will need to:
 Answer the telephone in accordance with company policy.
 Respond to the customer in accordance with the company’s complaints

handling policy and procedure.
 Use questioning techniques as required to establish and agree on the nature,

possible cause, and details of the complaint.
 Offer a solution to the customer in accordance with the complaints handling

policy and procedure and in order to resolve the issues.
 Where you cannot resolve the issue, advise the customer that the complaint
will be referred on as per the complaints handling policy and procedure.
 Demonstrate effective communication skills including:
o Speaking clearly
o Asking questions clearly and concisely
o Using active listening techniques
3. Refer customer complaint.
As set out in the Complaint Handling Policy and Procedure, all three complaints
need to be referred on. Follow the procedures and send an email to the appropriate
person.
Student’s name:
Completed
Respond to customer complaints in a

professional manner?
Identify solutions through consultation

with each customer?
Resolve complaints according to own

level of responsibility and the complaints
handling policy and procedures?
Escalate complex service issues to

higher level staff for action?
Assessor signature:
Assessor name:
Date:
Student’s name:
Completed


with each customer?


Assessor signature:
Assessor name:
Date:
Student’s name:
Completed


with each customer?


Assessor signature:
Assessor name:
Date:
Assessment Task 4: Customer service report

You are required to review the organisation’s Feedback Register and, based on your review,
develop a report recommending ways to improve service delivery for the Bridge Hotel.
 your Customer Service Policy and Procedures
 your Feedback Register
 your Customer Service Report Template.
Ensure that you:
Student User Guide
on:
Activities
1. Develop a customer service report.
Assume that, as the Head Chef, you have been asked to develop a customer
services report identifying and recommending ways to improve service delivery
specifically for your area. This is to be based on your evaluation of the company’s
Feedback Register where all feedback and complaints are recorded. Your report
will inform solutions to be implemented.
First of all, review the completed Feedback Register.
Then develop a report that includes:
 The purpose of the report and number of complaints and feedback during the
specified period
 An analysis of feedback and complaints with regard to service delivery and

provision of products and services
 Outline of potential solutions to address feedback and complaints
Use the Customer Service Report Template to guide your work.

Your report must be clearly written and address all of the required content as stated
above.
When you have finished writing your report, proofread it thoroughly.
2. Send an email to the Hotel Manager (your assessor).
The text of the email should be in grammatically correct English, written in an

appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachment.
The email text should summarise the customer complaints and feedback and
describe what follow-up is required to ensure that reoccurrence can be avoided in
the future.
Attach your Customer Service Report to the email.
Assessment Task 4: Checklist
Student’s name:
Completed
Provide ongoing internal feedback on

services, practices, policies and
procedures and suggest improvements?
Identify individual and recurring

complaints and provide internal
feedback to avoid future occurrence?
Assessor signature:
Assessor name:
Date:
Final results record
Student name:
Assessor name:
Date:
Unit name:
Qualification name:
Final assessment results
Result
Task Type Satisfactory Unsatisfactory Did not submit
Assessment Task 1 Knowledge questions S U DNS
Assessment Task 2 Customer service roleplays S U DNS
Customer complaints
Assessment Task 3 S U DNS
resolution project
Assessment Task 4 Customer service report S U DNS
Overall unit results C NYC
Feedback
 My performance in this unit has been discussed and explained to me.

 I would like to appeal this assessment decision.
Student signature: _________________________________________ Date: _________________
 I hereby certify that this student has been assessed by me and that the assessment has been
carried out according to the required assessment procedures.
Assessor signature: _______________________________________ Date: _________________

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Contents

Assessment for this unit

Preparing for assessment

Supporting resources: Supporting resources include templates, journals, workbooks and

 Customer Service Policy and Procedures (Assessment Task 2)

 submitting assessments  re-assessment guidelines

 assessment appeals  responding to written questions.

Information for students

 adhere with your RTO’s submission guidelines

 answer all questions completely and correctly

 submit work which is original and, where necessary, properly referenced

 submit a completed cover sheet with your work

 avoid sharing your answers with other students.

 where this task should be completed

 the maximum time allowed for completing this assessment task

 whether or not this task is open-book.

1. Explain three key principles of quality customer service.

Non-verbal communication Appropriate for customer service

Culturally specific communication customs

Dress and accessories

Gestures and mannerisms

Voice tonality and volume

6. Explain five main types of customers that companies engage with.

Behaviour Importance for customer service

Acknowledging and greeting customers

Complaint and dispute management

Empowerment of different levels of personnel

Service issues and customer compensation

Presentation standards for customer

Refunds and cancellation fees

Training staff for customer service and

10. Explain each of the following methods of collecting feedback:

11. Explain three types of communication techniques, including key features.

Did the student provide a Completed

Task outcome:  Satisfactory  Not satisfactory

Information for students

 your learning resources and other information for reference

 your Customer Service Policy and Procedures

 your List of Services.

Ensure that you:

 adhere with your RTO’s submission guidelines

 answer all questions completely and correctly

 submit work which is original and, where necessary, properly referenced

 submit a completed cover sheet with your work

 avoid sharing your answers with other students.

 where this task should be completed

 how your assessment should be submitted.

Carefully read the following scenario.

1. Prepare for the roleplay.

 Personal dress requirements

 Referring on enquiries that you are unable to respond to

2. Send an email to your assessor.

The text of the email should be in grammatically correct English, written in an

 Greet the customer in accordance with company policy.

 Ask the customer about their service needs.

 Respond to questions and provide information promptly to assist the customer

 Demonstrate effective interpersonal skills including:

o Using a warm and friendly tone to build rapport

o Using relevant communication skills to meet the needs of customers with

o Asking questions clearly and concisely

o Cleary and accurately responding to questions

o Use active listening techniques

o Using appropriate non-verbal communication