Assessment 3 Provide Customer Service

Assessment 3
KII5093
Provide customer service

KII5093 Providing customer service Assessment 3
Table of Contents
Assessment Plan..................................................................................................................................4
Unit information pack........................................................................................................................5
Assessment 3 – Role Play.................................................................................................................6

Pre-assessment checklist....................................................................................................................6
Purpose................................................................................................................................................6
Information for students....................................................................................................................6
Reasonable adjustments.....................................................................................................................6
Assessment task instructions.............................................................................................................7
Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5093| July 2023 v1.0 Page 1 of 23
Introduction
Welcome to Assessment 3 for KII5093 Providing Customer Service! This KII unit covers the following
unit/s of competency.
COMPETENCY DEMONSTRATION
Providing Customer
KII subject code KII5093 KII subject name
Service
Enhance customer service
SITXCCS015 experiences
Unit of
Unit Title
Competency code: SITXCCS016 Develop and manage
quality customer service
practices
This subject 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.
This subject also focuses on the performance outcomes, skills and knowledge required to develop, monitor
and adjust customer service practices. It requires the ability to consult with colleagues and customers,
develop policies and procedures for quality service provision, and manage the delivery of customer
service.
The subject 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.
Prerequisite Units: Nil
The following units of competency are covers in this subject
SITXCCS015 Enhance customer service experiences

SITXCCS016 Develop and manage quality customer service practices.
https://training.gov.au/Training/Details/SITXCCS015
https://training.gov.au/Training/Details/SITXCCS016
ASSESSMENT COVERSHEET
Unit: SITXCCS015 Enhance Customer Service Experience
SITXCC016 Develop and Manage Quality Customer Practices
Course Name: PROVIDING CUSTOMER SERVICE
Assessment Tool: Assessment 3
Student must fill this section:
Student Name: GRAZIELLE MARMOL AMPONGAN
Student ID:
20210159
“I give my permission for my assessment material to be used in the auditing, assessment validation &
Privacy Release Clause:
moderation Process”
“I declare that:
 The material I have submitted is my own work;
 I have kept a copy of all relevant notes and reference material that I used in the production of
Authenticity Declaration:
my work;
 I have given references for all sources of information that are not my own, including the
words, ideas and images of others.”
 All work is to be entirely of the student.

 Read the instructions for each question very carefully.
 Be sure to PRINT your FULL name & LAST name in every place that is provided.
 Short questions must be answered in the spaces provided or follow the word limits as instructed.
 For those activities requesting extra evidence such as: research reports, ESSAY reports, etc. The student must attach its own
work formatted in double space, Arial 12 pts.
 All assessment tasks must be addressed correctly in order to obtain a competence for the unit of competency.
 If the Student doesn’t understand the assessment, they can request help from the assessor to interpret the assessment.
All assessments must be submitted online. Login to www.kiionline.edu.au and follow the subject link to submit your assessments. Note
that the hard copy of the assessments will not be accepted.
Assessment Completion Status
Assessor’s
Attempt Satisfactory Non-Satisfactory Date
Signature
Initial attempt ☐ ☐
2nd attempt/Re-assessment
☐ ☐
“I understand all the above rules and guidelines for the assessment”
Grazielle M. Ampongan g.ampongan 05-09-2023
Full Name Signature Date (dd/mm/yyyy)
Pre-assessment Checklist
Your assessor will go through the assessment for this unit. It is important that you understand this assessment before
taking on the questions and tasks. To confirm that you have been given this overview, we ask you to complete the
following Pre-Assessment Checklist.
You are required to carefully read each checklist item provided below and tick either ‘Y’ to confirm your
understanding or ‘N’ if you disagree. In case you disagree with an item, please provide your reason under the
‘Comments’ column.
When you have done this, we ask you to sign this Pre-Assessment Checklist. This acknowledges that your
Trainer/Assessor has discussed all of the information with you prior to undertaking this assessment.
Pre – assessment Checklist Comments
Y N I, the student, understand the purpose of the assessment.
I understand when and where the assessment will occur, who will assess and
Y N
in what format the assessment will be submitted.as
Y N I understand the methods of assessment.
Y N I understand what resources are required to complete this assessment.
Y N I understand the performance level required for each assessment event.
I understand that it must be my own work. I have been explained and

Y N
understand the serious consequences in case this work is found plagiarised.
Y N I understand the process if I am deemed not yet competent.
Y N I understand the feedback process and the appeals process.
The assessor has discussed with me if I have any special needs and if so,
Y N
what arrangements have been made.
Student Full Student Student Date
Name ID Signature (dd/mm/yyyy)
GRAZIELL
E
AMPONGA 20210159 g.amponga 05-09-2023
N n
Assessment Plan
To demonstrate competence in this unit, the student must be assessed as satisfactory in each of the following
assessment tasks.
Evidence recorded Evidence Type/ Method of assessment
Assessment Task 1 Knowledge questions (PART A and PART B)
Assessment Task 2 Project 1
Assessment Task 3 (this Role Play
assessment)
Assessment Task 4 Project 2
Log book 1 Complete and record your work placement hours in the logbook.
Unit information pack

The student and Trainer/Assessor must read and understand all the information in the unit information pack
before completing the unit assessment pack.
Assessment 3 – Role Play

Pre-assessment checklist
Purpose
The pre-assessment checklist helps students determine if they are ready for assessment. The Trainer/Assessor must
review the checklist with the student before the student attempts the assessment task. If any items of the checklist
are incomplete or not clear to the student, the Trainer/Assessor must provide relevant information to the student to
ensure they understand the requirements of the assessment task. The student must ensure they are ready for the
assessment task before undertaking it.
Information for students

• Ensure you have completed the necessary prior learning before attempting this assessment.
• Ensure that your Trainer/Assessor has clearly explained the assessment process and tasks to be completed.
• You must understand what evidence is required to be collected and how.
• Ensure you know your rights and the complaints and appeal process.
• Discuss any special needs or reasonable adjustments to be considered during the assessment (refer to the
Reasonable Adjustments Strategy Matrix and negotiate these with your Trainer/Assessor).
• You are required to have access to a computer and the internet.
• Access all required resources needed to complete this Assessment Task.
 Due date of this assessment task will be determined and communicated to you by your trainer.
• In exceptional (compelling and compassionate) circumstances, an extension to submit an assessment can be
granted by the Trainer/Assessor.
• Evidence of the compelling and compassionate circumstances must be provided together with your request
for an extension to submit your assessment work.
• Request for an extension to submit your assessment work must be made before the due date of this
assessment task.
Reasonable adjustments
• If student has requested a reasonable adjustment, then complete the reasonable adjustment form included in
the unit information pack.
• Trainer/Assessor will provide the student with further information regarding the location for completing
this assessment task.
Instructions for answering written questions:
• Students must complete a written assessment consisting of a series of questions.

• It is expected from students to correctly answer all the questions.
• Answers must demonstrate an understanding and application of relevant concepts, critical thinking, and
good writing skills.
• Students must respond to all questions for this assessment in a concise manner, providing only information
that is relevant.
• Student must use non-discriminatory language. The language should not devalue, demean, or exclude
individuals or groups on the basis of such attributes including gender, disability, culture, race, religion,
sexual preference, age and/or any other basis. Gender inclusive language should be used.
• Assessors must not accept responses/answers that have been copied directly from other sources materials.
Assessment task instructions
Assessment type:
 Role Play
Instructions provided to the student:
Assessment task description:
• This is the third (3) unit assessment task that student has to successfully complete to be deemed competent
in this unit of competency.
• This assessment task is comprised of a Role Play.
• The student must attempt all criteria to the required level, e.g., Assessment criteria mentioned in the
performance checklist to be deemed satisfactory in this task.
Applicable conditions:
• This skill test is timed.

• Time allowed to conduct role play is 25 to 30 minutes.
• The student must complete the task independently.
• No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or
Not Satisfactory.
• Trainer /Assessor must assess student’s practical skills, technique, and knowledge as he/she completes this
assessment task.
• The Trainer/Assessor may ask the student relevant questions on this assessment task to ensure that this is
his/her own work.
Resubmissions and reattempts:
• Where a student’s answers are deemed not satisfactory after the first attempt, a resubmission attempt may
be allowed. For more information refer to the assessment policy of KII.
• Student may speak to their Trainer/Assessor if the student has any difficulty in completing this task and
requires a reasonable adjustment (e.g., can be given as an oral assessment).
• For more information, please refer to the KII Student Handbook and assessment policy
Location:
• This assessment task must be submitted electronically via LMS.

• Trainer/Assessor will provide the student with further information regarding the location for completing
this assessment task.
Purpose of the assessment:
• Purpose of this Role Play is to check skills and knowledge related to performance criteria and performance
evidence of the unit.
General Instructions for attempting the Role Play:
• Student must complete all the activities of this assessment task.

• Answers must demonstrate an understanding and application of relevant concepts, critical thinking, and
good writing skills.
• The student must complete all the provided templates (if any).
Resources required to complete the assessment task:
• Computer
• Internet
• MS Excel / MS Word
• Printer or e-printer
Assessment task
Your task In this activity, you will act as a restaurant manager, and you are required to work
effectively to determine and meet customer preferences, develop customer relationships
and resolve complaints and conflicts as they arise. You are required to take responsibility
for the restaurant and ensure it provides professional and personalised customer service
experiences.
Part A
In this activity, you are required to determine the requirements and preferences of the
customers as they come to the restaurant.
Participants and roles
Restaurant manager
The student will act as a restaurant manager and will work to provide better and
personalised customer service experience by providing desired services to the clients.
You are required to greet the customers and escort them to the appropriate table as soon
they enter the restaurant premises. Then you are required to interact with the customers to
identify their requirements, preferences and special needs and advise the customers about
appropriate food.
Student 1, customer1
One student will act as a customer with two children.
Student 2, boy of customer
Another student will act as a 12 year boy of customer 1.
Student 3, girl of customer
Another student will act as a 3 year old girl of customer 1.
Student 4, waiter
Another student will act as a waiter will note down the customer's order.In this activity,
you are also required to inform the clients about the special offer of the restaurant for kids,
which includes a special fresh chocolate milkshake. You are also required to ask the
customer about becoming a restaurant member and discuss the perks of buying a
membership.
Assume that the customer agrees to accept the offer. You are now required to collect
relevant information from the customer and fill in the customer profile database.
The customer places the order and orders child combo meals from the menu. The boy
requests extra chocolate to be added to the special fresh chocolate milkshake.
. Share the customer information with the waiter to ensure he/she has understood the
customer request properly.
SCENE: A RESTAURANT INTERIOR

Characters:
 Restaurant Manager (RM)- LARRIANE
 Customer 1 (C1)- TRIA
 Boy (B) - Customer's 12-year-old son- ELOISA
 Girl (G) - Customer's 3-year-old daughter-GRAZIELLE
 Waiter (W)- GRAZIELLE

---
LARRIANE: (Smiling) Good afternoon and welcome to [Restaurant

Name]! I'm delighted to have you here. How many are in your party
today?
TRIA: Hi there! It's me and my two kids.
LARRIANE: Wonderful! We have a great table ready for you. Right this
way, please.
*The RM leads C1, B, and G to a nicely set table.*
LARRIANE: Here's your table. If you need anything, don't hesitate to ask.
As you settle in, I'd love to know if you have any special preferences or
dietary needs.
C1- ELOISA: Thank you! That's really considerate. We're looking for
something that the kids will enjoy as well. And do you have any
vegetarian options?
LARRIANE: Certainly, we have a variety of options that cater to different
tastes, including vegetarian dishes. Our menu offers a range of delicious
choices. For the kids, we also have our special child combo meals that
come with a surprise toy!
ELOISA: (Excited) Did you hear that, sis? A surprise toy!
GRAZIELLE: (Clapping) Yay, toy!
LARRIANE (Chuckles) I'm glad to see their excitement! We also have a
special fresh chocolate milkshake for kids. It's a hit among our younger
guests. Would you like to try it?
TRIA That sounds like a treat they'd love. Yes, we'd like to try the
chocolate milkshake.
LARRIANE: Excellent choice! I'm sure they'll enjoy it. By the way, have
you heard about our restaurant membership? It comes with some fantastic
perks, including exclusive offers and discounts. Would you be interested
in becoming a member?
TRIA: Yes, that does sound interesting. Please tell me more.
LARRIANE: Being a member gives you access to special promotions,
priority reservations, and even complimentary birthday treats for the kids.
It's a great way to enhance your dining experience with us.
TRIA: That sounds wonderful. We'd like to become members.
LARRIANE: Fantastic! I'll make sure to get your membership started.
Now, let's get your order in. I'll send over a waiter to assist you.
*The RM gestures to the Waiter.*
GRAZIELLE: Good afternoon! I'll be your waiter today. May I take your
order? TRIA: Certainly. We'd like to order the child combo meals for both
kids, please. And for the chocolate milkshake, can you add extra
chocolate? My son here is a big chocolate fan.
ELOISA: (Grinning) You got that right!
GRAZELLE: Noted, extra chocolate in the milkshake. Anything else I can
assist you with?
TRIA: I think that covers it for now.
GRACE: Perfect. I'll get your order placed, and it shouldn't take long for
your delicious meals to arrive. Thank you for dining with us.
TRIA: Thank you!
*The Waiter heads to the kitchen, and the RM approaches again.*
LARRIANE: I've shared your order details with the waiter, so everything's
set. If you need anything else or have any other preferences, feel free to let
us know. We're here to make your dining experience exceptional.
TRIA: Thank you so much for your attentiveness. We're looking forward
to the meal.
LARRIANE: My pleasure! Enjoy your time here at [Restaurant Name]. If
you need anything, don't hesitate to ask.
*The RM smiles and heads back to manage other aspects of the
restaurant.*
---
*(End of Script)*
Part B:
The ordered food is ready, but the special fresh chocolate milk shake seems to be delayed
as the available ice was finished and will take 15 more minutes to get ice from ice maker.
You are required to anticipate the possible delay and share this information with the
customer. Advise on any alternative products for the kid. The boy is eagerly waiting for
his drink and is getting annoyed and yelling at you for the delay in service. His father is
also not happy about waiting for the food.
You need to apologise for the inconvenience and compensate for the service difficulty.
Resolve the customer complaints to ensure they are satisfied. You are required to inform
the customer that the special drink will be free of charge (the cost of the drink is $3.5) as a
compliment. After 15 minutes, the special drink is ready. Anticipate the possible situation
and intervene with the waiter and check if the special request of extra chocolate is fulfilled
or not.
SCENE: A RESTAURANT INTERIOR
Characters:
 Restaurant Manager (RM)

 Customer 1 (C1)
 Boy (B) - Customer's 12-year-old son
---
LARRIANNE: (Apologetic) I apologize for the inconvenience. The special

chocolate milkshake will take about 15 more minutes due to an unexpected ice
shortage.
TRIA: (Disappointed) Oh, alright. B, it'll be just a little longer.
ELOISA: (Frustrated) But I'm really hungry and thirsty!
LARRIANE: I understand, B. To make up for the wait, we have a delicious fruit
smoothie that you might enjoy. And as a gesture of apology, the chocolate
milkshake will be complimentary today.
TRIA: (Appreciative) Thank you for making it right. LARRIANE: Of course.
Your satisfaction is important to us.
*15 minutes later:*
LARRIANE: (Returning with a smile) Your special chocolate milkshake is now
ready, B. Extra chocolate included as requested.
ELOISA (Excited) Finally, thank you so much!
LARRIANE: Enjoy your meal and the milkshake. If there's anything else you
need, feel free to ask.
END OF SCRIPT:
Part C:
For this part of activity, you require two more classmates to act as customers. There roles
are given below
Participants and roles
Student 5, Customer 2
You will act as customer 2 who has ordered a Cappuccino with 2 tablespoons of sugar.
However, there is no sugar in your drink which make you angry and you start yelling at
the waiter.
Customer 2 didn’t realise that sugar was available on the table. She just had to pour it
herself. As waiter was new, he forgot to inform the customer about sugar. And the
customer starts yelling at the waiter
Student 6, customer 3
You will act as customer 3, you are a regular customer in the restaurant and it is your
birthday. You came here with your friends to celebrate your birthday. You ordered Sweet
and Sour Chicken and Crab Rangoon. The restaurant was packed, and kitchen was flushed
with the food request. You waited for 25 minutes and became impatient about the slow
service of food.
Restaurant manager
As a manager, you are required to identify the problem and handle the situation by
demonstrating your complaint resolution and communication skill to talk with the
customer 2 and satisfy her. Seek informal feedback on the quality of food and service from
the customer.
As a manager, communicate with the customer and resolve the complaints. You checked
with your database to gather more information about the customer 3 and you found sheis
your regular customer and it is her birthday today. Use questioning techniques to get
informal feedback on the possible cause of issue and detail of the complaint and the
quality of food and service from the customer. Assume, you give a 20% discount on the
total billed amount of $45 to satisfy the customer. Surprise her with a cake with her name
and sing Happy Birthday to her. The cake cost $15 for the restaurant.
SCENE: RESTAURANT DINING AREA
 Characters:
- Restaurant Manager (RM)- L
- Customer 2 (C2)
- Customer 3 (C3)
- Waiter (W)
---
LARRIANE: (Observing the situation) Good evening, everyone. I apologize for any
inconvenience. Let me address these concerns.
ELOISA: (Yelling at the waiter) Excuse me! My Cappuccino has no sugar! This is
absolutely unacceptable!
GRACE: (Nervously) I deeply apologize. I'll rectify it immediately. TRIA:

(Impatient) Our food is taking too long. This is not acceptable.
LARRIANE: I truly regret the oversight, ELOISA Allow me to clarify. Sugar is

provided at your table for you to adjust to your preference. I apologize for not
communicating this.
ELOISA: (Feeling embarrassed) I wasn't aware. I'm sorry for my outburst.
LARRIANE: No need to worry, ELOISA. Your feedback is valuable. We'll ensure

our staffs informs customers about such details. Is there anything else you
require?
ELOISA: I appreciate it, thank you.
LARRIANE: (Turning to TRIA), I apologize for the wait with your order. We're
experiencing high demand tonight. Thank you for your patience.
TRIA: (Annoyed) We've been waiting for 25 minutes. This is a celebration, after
all.
LARRIANE: I understand the significance of tonight. Let me make amends. As a

loyal customer and for your birthday, we're offering a 20% discount on the $45
total bill. It's our way of apologizing.
TRIA: (Surprised and grateful) That's really generous, thank you.
LARRIANE You're most welcome, TRIA. And to add to your celebration, we've
prepared a cake with your name. (Smiles) Let's all join in singing Happy Birthday
to you!
*The RM leads the staff in the birthday song, presenting a cake with TRIAS
name.*
TRIA: (Touched) I'm genuinely touched. Thank you so much.
LARRAINE Our pleasure, TRIA. Enjoy your meal and festivities. If you need any
assistance, don't hesitate to ask.
ELOISA: (To LARRIANE) By the way, the food is delicious.
LARRIANE I'm delighted to hear that, C2. Should you have any more feedback or
requests, please feel free to share.
ELOISA: (Smiles) Certainly.
---
END OF SCRIPT
Part D
For each complaint, as a manager, you need to log them properly. In this task, you are
required to note down the incidents in the logbook in Excel format. It will be used in
future to analyse the impact on customers and provide feedback to ensure it’s not repeated.
The following information needs to be logged:
a. Date
b. Incident
Use the template of the logbook below:
Date Incident Impact on customer What can be done in

future (solutions)
05/09/202 The customer Customer dissatisfaction Maintain the workload

3 expressed and staffing in the
dissatisfaction kitchen.
with the slow
service.
05/09/202 Due to the Frustrated Increase the number of
3 high volume, kitchen employees during
the customer peak seasons or hours.
had to wait a
long time for
their orders.
05/09/202 The customer Frustrated Maintain the availability
3 complained of ingredients in the
about the kitchen.
food getting
there late.
Part E
In the evening after service is completed, gather the employees and conduct a
retrospective meeting on the issues identified today.
For the meeting, two students will act as waiters, the trainer will act as the Chef.
Analyse the incidents and identify the impact on the customers and any action items which
can be taken to ensure they are not repeated in future. Identify the areas of improvement
that can be opportunities to demonstrate high quality customer service. Ask each
employee to provide feedback on areas of improvement. Fill up the incident logbook in
Excel created in above task (Part D).
SCENE: RESTAURANT STAFF MEETING AREA
Characters:
- Restaurant Manager (RM)- GRACE

- Waiter 1 (W1)- TRIA
- Waiter 2 (W2)- ELOISA
- Trainer (T) - Acting as the Chef- LARRIANE
---
GRACE: (Gathering the team) Good evening, everyone. Thank you for joining this
retrospective meeting. Today, we'll discuss the incidents that occurred during the
service and seek ways to improve
TRIA: (Engaged) Sure thing.
ELOISA: (Curious) Let's address the issues and learn from them. LARRIANE:
(Interested) Agreed. It's important to reflect and enhance our service.
GRACE: Absolutely. First, we had an incident where a customer was upset about
the missing sugar in the Cappuccino. This happened because we didn't inform
the customer about sugar being available at the table.
TRIA: We need to ensure that customers know about these little details. GRACE:
Precisely. Next, we had a delay in serving Customer 3's order. This impacted
their celebration negatively.
ELOISA: The kitchen was really busy. We need to manage peak hours more
effectively.
CHEF: True, perhaps we can streamline the order handling during such times.
GRACE: Good suggestions. These incidents affect customer experience. Let's
discuss possible action items.
TRIA: We should ensure we always communicate available condiments and

extras to customers.
ELOISA: And during peak hours, we can optimize kitchen processes. LARRIANE:
Plus, we could stagger orders for smoother service flow. GRACE: Excellent ideas.
Now, I'd like each of you to share an area of improvement you think we can
focus on.
TRIA: I believe we can enhance table cleanliness during high traffic times.
ELOISA: We could improve our knowledge about menu updates to answer
customer queries more accurately.
LARRIANE: I think continuous training on kitchen efficiency would be beneficial.
GRACE: Valuable insights. Finally, I've created an incident logbook in Excel from
Part D. Please fill it out with the incidents from today, along with the actions we
discussed.
TRIA Sure, I'll make sure it's updated. ELOISA: Got it.
LARRIANE: I'll contribute to the logbook as well.
GRACE: Great teamwork. Let's aim to enhance our service quality by addressing
these areas. Our goal is to provide a stellar customer experience. Thank you all
for your dedication.
ALL: Thank you.
---
*(End of Script)*.
Part F
After the meeting, you and the cashier closed the account and logged the following
information:
a. Total cost of food items: $340
b. Employee wages for the day: $3200
c. Total earning: $4226
d. Tax on net earnings: 20%
e. Cost of customer compensation / promotion: Calculate from above incidents.
Assume no other incident occurred.
Calculate the total cost of products and services and the net profit after the cost of
customer compensations.
Date:
Expenditure Income
Food costs $340 Sales (earning) $4226

Wages $3200
Cost of $27.5
compensation
Total $3567.5 $4226
Total profit $658.5
Tax on profit $131.7
Net profit $526.8
You will be You are required to complete the above role play as per instructions.
required to
complete and/or Your trainer will observe your performance and complete the following performance
attach. criteria checklist.
Performance criteria checklist for unit assessment task:
Trainer/ Assessor to complete
Does the candidate meet the following criteria Yes No Trainer/Assessor Comments
PART A
1. Maintained the personal appearance guidelines of

the organisation
1.1. Appropriately dressed and presented as
required by the workplace, job role and
level of customer contact
1.2. Maintained personal presentation and
hygiene standards
2. Initiated the conversation with the customer as per
organisational customer service policy and
procedure
2.1. Greeted the customer with a smile and
positive body language
2.2. Greeted the customer in a polite,
professional and friendly manner and
escorted the customer to the suitable table
2.3. Communicated with the customer to remain
formal and respectful while respecting
cultural differences.
3. Identified customer needs and preferences
3.1. Allowed customers to ask questions
3.2. Told them about different food and service
options available
3.3. Informed about latest deals
3.4. Provided customer time to explain what
their needs, requirements and issues are
3.5. Used effective communication throughout
the conversation
3.5.1. Used active listening skills to
understand the participants’
point of view
3.5.2. Used respectful verbal and non-
verbal expressions
3.5.3. Tone of voice was clear and
easy to understand
3.5.4. Paid attention to all participants
3.5.5. Allowed others to ask questions
4. Offered relevant information on products and
service to the customer and assisted customer on
their choice that meet their need and requirement:
4.1. Provided simpler and easy to understand
information to the customers
4.2. Offered targeted services, rather than
casting a wide range
4.3. Provided options to the customer to select
5. Provides products and services to the client quickly
according to their expectation
5.1. Minimised the waiting time
5.2. Assisted customer where required
5.3. Demonstrates good knowledge about the
services available
6. Responded quickly where extra service was
required
6.1. Offered additional services to the
customers
6.2. Educated the customers about the new or
additional products and services
6.3. Made sure the products and services
offered are as per the customer needs and
requirements to provide tailored services
for personalised experience
6.4. Tried to sell complementary products or
services to customers without being
“pushy.”
6.5. Entered the special request of the client in
the customer profile database to ensure
better next experience
7. Checked with the relevant person (serving staff)
about the understanding of the special requests
7.1. Ensures that special requests are clearly
noted and communicated to the kitchen
team
7.2. Ensured special requests on customer
delivery and coordinate with team members
7.3. Followed up with the team members about
the status of special requests of clients
8. Shared the appropriate customer information to
ensure quality service.
Part B
9. Identified the following issues in the products and

services involved in the conflict:
9.1. Delays or errors in providing product or
service
9.2. Problem or fault with product or service
10. Responded well to address the situation
10.1. Identified the problem with the service well
in advance
10.2. Tried to resolve the problem by taking the
required action
11. If the services were delayed
11.1. Informed the client about the delay
11.2. Communicated the reason for delay if that
can pacify the situation
11.3. Offered customer the additional products
and services in lieu of delayed products or
services
12. Offered compensation for failing to deliver product
or service requested by the client
12.1. Provided complimentary items as per the
organisational procedure or requirements
12.2. Made sure the products and services
offered for compensation are as per the
customer needs and requirements
PART-C
13. Used questioning techniques to capture the details

of the complaint
13.1. Asked open-ended and probing questioning
to gather details about the cause of
complaint
13.2. Identified the conflict by observing the
signs of conflict in the body language:
 the customer tone was loud, and
they were unwilling to listen or
communicate
 Standing too close
 Change of facial expressions such
as a clenched jaw, intense eye
contact, and furrowed brows
14. Demonstrated the ability to resolve the complaint
14.1. Demonstrated appropriate conflict-
resolution skills:
14.1.1. Actively listened to both parties
involved in the conflict
14.1.2. Understood emotions
14.1.3. Focused on the problem rather
than on people’s characteristics
and made impartial judgements
14.1.4. Maintained a positive attitude
to manage the conflict
14.1.5. Prioritised resolving the
conflict over being right.
14.1.6. Showed a willingness to
compromise or collaborate
14.1.7. Adopted best conflict resolution
strategies based on the situation
14.2. Used effective communication to pacify the
situation
14.2.1. Used active listening skills to
understand the participants’
point of view
14.2.2. Used respectful verbal and non-
verbal expressions
14.2.3. Tone of voice was clear and
easy to understand
14.2.4. Paid attention to all participants
14.2.5. Allowed others to ask questions
15. Promptly took action to resolve the complaint
15.1. Used presence of mind to analyse the
situation and
15.2. Figured out all possible solutions to address
the issue and resolve the complaint
15.3. Offered the solution to the customer as per
the organisational procedure and
constraints
16. Prevented escalation of complaint by ensuring
customer satisfaction during complaint resolution
16.1. Used de-escalation techniques to avoid
further escalation:
16.2. Respected personal space of all members
involved in the conflict
16.3. Used non-threatening nonverbals
16.3.1. Maintained neutral gestures and
facial expressions
16.3.2. Maintained neutral body
language and tone
16.3.3. Remained calm, rational, and
professional
16.3.4. Redirected the attention of the
customer towards the issue
17. Provided services and products to promote repeat
business
17.1. Acted promptly to identify the problem
faced by repeat customers
17.2. Offered complementary services or
compensation to retain the customers
17.3. Acted within the organisational guidelines
and policy when promoting repeat business
17.4. Sought informal feedback from the
customers on the quality of services
Part D
18. Maintained the customer service records

18.1. To keep information about the major
incidents within the organisation, including
but not limited to
18.1.1. The description of the incident
18.1.2. Its impact on the customer
18.1.3. Solutions to avoid the situation
in future
PART E
19. Conducted meeting with the restaurant team.
Reviewed the complaints to
19.1. Identify the impact of incident on
customers
19.2. Discuss about the actions that can be taken
to avoid the incident in future
19.3. Identify areas of improvement to
demonstrate high quality customer
experience
20. Discussed the following questions in the meeting
to turn complaints in opportunities:
20.1. What were we trying to do?
20.2. What happened?
20.3. What can we learn from this?
20.4. What should we do differently next time?
21. Collected feedback from each employee about the
customer complaints and customer services
21.1. Provided feedback to the employees about
customer complaints and follow-up
procedure to avoid similar situation in
future.
21.2. Filled up the incident logbook correctly
PART-F
22. Calculated total cost of products and services after

compensation, included the following information
for calculation
 Total cost of food items
 Employee wages for the day
 Total earning
 Tax on net earning
 Cost of customer compensation /
promotion
22.1. Accurately recorded entries into customer
service records to maintain key customer
information data

Assessment 3 Provide Customer Service

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Assessment 3

Provide customer service

Unit information pack........................................................................................................................5

Assessment 3 – Role Play.................................................................................................................6

Information for students....................................................................................................................6

Assessment task instructions.............................................................................................................7

Prerequisite Units: Nil

The following units of competency are covers in this subject

SITXCCS015 Enhance customer service experiences

Unit: SITXCCS015 Enhance Customer Service Experience

SITXCC016 Develop and Manage Quality Customer Practices

Course Name: PROVIDING CUSTOMER SERVICE

Assessment Tool: Assessment 3

Student must fill this section:

Student Name: GRAZIELLE MARMOL AMPONGAN

 All work is to be entirely of the student.

Assessment Completion Status

Grazielle M. Ampongan g.ampongan 05-09-2023

Full Name Signature Date (dd/mm/yyyy)

Pre – assessment Checklist Comments

Y N I, the student, understand the purpose of the assessment.

Y N I understand the methods of assessment.

Y N I understand what resources are required to complete this assessment.

Y N I understand the performance level required for each assessment event.

I understand that it must be my own work. I have been explained and

Y N I understand the process if I am deemed not yet competent.

Y N I understand the feedback process and the appeals process.

Unit information pack

Assessment 3 – Role Play

Information for students

Instructions for answering written questions:

• Students must complete a written assessment consisting of a series of questions.

Assessment task instructions

Instructions provided to the student:

Assessment task description:

• This skill test is timed.

Resubmissions and reattempts:

• This assessment task must be submitted electronically via LMS.

General Instructions for attempting the Role Play:

• Student must complete all the activities of this assessment task.

Resources required to complete the assessment task:

SCENE: A RESTAURANT INTERIOR

 Waiter (W)- GRAZIELLE

LARRIANE: (Smiling) Good afternoon and welcome to [Restaurant

 Restaurant Manager (RM)

LARRIANNE: (Apologetic) I apologize for the inconvenience. The special

GRACE: (Nervously) I deeply apologize. I'll rectify it immediately. TRIA:

LARRIANE: I truly regret the oversight, ELOISA Allow me to clarify. Sugar is

ELOISA: (Feeling embarrassed) I wasn't aware. I'm sorry for my outburst.

LARRIANE: No need to worry, ELOISA. Your feedback is valuable. We'll ensure

ELOISA: I appreciate it, thank you.

LARRIANE: I understand the significance of tonight. Let me make amends. As a

TRIA: (Touched) I'm genuinely touched. Thank you so much.

ELOISA: (To LARRIANE) By the way, the food is delicious.

ELOISA: (Smiles) Certainly.

Date Incident Impact on customer What can be done in

05/09/202 The customer Customer dissatisfaction Maintain the workload

- Restaurant Manager (RM)- GRACE

TRIA: We should ensure we always communicate available condiments and

LARRIANE: I think continuous training on kitchen efficiency would be beneficial.

LARRIANE: I'll contribute to the logbook as well.

ALL: Thank you.

Food costs $340 Sales (earning) $4226

Performance criteria checklist for unit assessment task: