SITXCCS007 Student Assessment Tasks 24-06-20

STUDENT ASSESSMENT TASK
SITXCCS007
Enhance Customer Service Experiences
Student Name: _________________________________________
Date: / / 20 .
Contents
Introduction...............................................................................................................................................3
Assessment for this unit............................................................................................................................3
Preparing for assessment..........................................................................................................................3
Assessment Task 1: Knowledge questions.................................................................................................5
Information for students.......................................................................................................................5
Questions...............................................................................................................................................6
Assessment Task 1: Checklist...............................................................................................................11
Assessment Task 2: Customer service project.........................................................................................14
Information for students.....................................................................................................................14
Activities.............................................................................................................................................. 15
Assessment Task 3: Customer complaints resolution project.................................................................21
Activities.............................................................................................................................................. 22
Assessment Task 4: Customer service report..........................................................................................25
Activities.............................................................................................................................................. 26
Final results record..................................................................................................................................29
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Student Assessment Tasks for SITXCCS007| v1.1 | Last reviewed: October 2021|Not controlled when printed Page 2 of41
Introduction
Welcome to the Student Assessment Tasks for SITXCCS007 Enhance customer service experiences. 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

SITXCCS007 Enhance customer service experiences 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.
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 project – You must prepare for. and participate in roleplays
with two customers to find out about their needs, and provide information on services available, as
well as provide services to the customers.
 Assessment Task 3: Complaints resolution project – You are required to handle a complaint from a
customer and respond to the customer.
 Assessment Task 4: Customer service report – You are required to seek and record feedback from
the customers and review the organisation’s Feedback Register, as well as develop a report
recommending ways to improve service delivery for Aus Biz Coaching.
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 Record Sheet Template (Assessment Task 2)
 Customer Service Policy and Procedures (Assessment Task 2)
 List of Services (Assessment Task 2)
 Complaint Acknowledgement Letter Template (Assessment Task 3)
 Complaint Handling Policy and Procedures (Assessment Task 3)
 Complaints Register Template (Assessment Task 3)
 Customer complaint Outcome Letter Template (Assessment Task 3)
 Refund Policy (Assessment Task 3)
 Customer Service Policy and Procedures (Assessment Task 4)
 Customer Service Report Template (Assessment Task 4)
 Feedback Register 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
List three principles of enhanced customer service experiences.
Customer focus.
Product knowledge.
Courtesy and respect.
List three benefits of enhanced customer service experiences.
Improved Customer Loyalty
Increased Customer Retention
Enhanced Reputation
List three principles of positive communication.
Respectful and Professional Tone
Active Listening
Clear and Concise Communication
List three benefits of positive communication.
Improved Relationships
Enhanced Productivity and Collaboration
Conflict Resolution
Explain three techniques that can be used when providing services to customers to anticipate their
preferences, needs and expectations.
Facing the other person – so they can read your facial expressions and you can see and read theirs.
Paying attention to the other person and avoiding distractions and interruptions – focussing on what is
being said.
Encouraging them to keep talking through a variety of strategies – such as smiling, nodding, saying “I
see”, “Interesting” or “Go on”.
Explain two conflict resolution techniques that can be used when providing customer service.
Active Listening and Empathy and Problem-Solving and Resolution
Explain how feedback from staff and customers can be used to enhance customer service.
Feedback from both staff and customers is a valuable resource that can be used to enhance customer
service in several ways:
Identifying Areas for Improvement Enhancing Processes and Policies
Quality Assurance and Training Monitoring Progress and Setting Goal
Explain how each of the following extras and add-ons may enhance a customer’s experience and
provide an example as relevant.
Extra or add on How it can enhance customer service and example
Additional destinations Offering additional destination options provides

customers with more choices and flexibility, catering to
different preferences and interests.
Additional tours or cruises Providing extra tours or cruises gives customers the
opportunity to further enrich their travel experience
and discover unique attractions.
Cocktails and liqueurs to enhance Offering specialty cocktails and liqueurs can elevate the
the dining experience dining experience, adding a touch of luxury and
enjoyment.
coordination services at events and Providing event coordination services ensures that
conferences customers' conferences or events run smoothly,
relieving them of logistical stress.
entrance to events, festivals and Including access to local events and entertainment
entertainment scheduled during enhances the overall experience, allowing customers to
customer stay at destination immerse themselves in the destination's culture.
entrance to major attractions at Offering access to popular attractions saves customers

destination time and effort in purchasing tickets separately and
enhances their overall trip.
extra food items Offering extra food items allows customers to

customize their dining experience, catering to
individual tastes and dietary preferences.
flight fuel emissions offset fee Providing the option to offset flight emissions allows
environmentally conscious customers to reduce their
carbon footprint, contributing to a positive travel
experience.
local guiding services Offering local guiding services enhances the customer's
exploration of a destination by providing
knowledgeable guides who can offer insights, history,
and cultural context.
optional meals and dining Providing optional meals and dining experiences allows
experiences customers to sample local cuisine or dine at unique
venues, enhancing their culinary journey.
prepayment of baggage charges Allowing customers to prepay baggage charges

simplifies the travel process, reduces wait times at the
airport, and provides cost transparency.
prepayment of in-flight meals Prepayment of in-flight meals ensures that customers

receive their preferred meal choice and dietary
requirements are met, enhancing the in-flight
experience.
pre-travel seat selection Pre-travel seat selection allows passengers to choose

their preferred seating arrangements, enhancing
comfort and convenience.
private car transfers in lieu of regular Providing private car transfers offers customers
transportation options convenience, comfort, and a personalized experience
when traveling between destinations
special offers or packages Special offers and packages can provide customers
with cost savings, added value, or unique experiences,
making their overall purchase more attractive.
specialised styling for events Providing specialized styling services for events allows
customers to personalize and elevate their event

experience, ensuring it aligns with their vision.
storage for luggage after check-out Offering luggage storage after check-out gives
customers the flexibility to explore the destination
without the burden of their luggage, maximizing their
time.
travel insurance Providing access to travel insurance gives customers

peace of mind and protection against unexpected
events during their trip, reducing travel-related stress.
upgraded accommodation and Offering upgrades to accommodation and flights allows

flights customers to enjoy enhanced comfort, amenities, and
convenience during their journey.
wine or boutique beers to match Offering wine or boutique beer pairings with meals
meals ordered enhances the dining experience, elevating the flavors
and overall satisfaction
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.
Timeliness: Staff members should arrive at work or appointments on time and complete tasks
within established deadlines.
Communication: Effective communication with colleagues and customers, including active

listening and clear, respectful verbal and written communication.
Dress Code and Appearance: Following a professional dress code and maintaining a neat and
tidy appearance to convey professionalism
b. Describe at least three attitudes and attributes that would be expected to work with
customers.
Empathy: The ability to understand and relate to customer concerns and emotions, showing
genuine care and concern.
Patience: Demonstrating patience when dealing with challenging or upset customers, ensuring
their needs are met without rushing.
Adaptability: Being flexible and open to change, as customer needs and situations can vary
c. Describe at least three key customer service needs and expectations in the industry.
Knowledgeable Assistance: Customers expect staff to be well-informed about products,
services, or information relevant to the industry.
Prompt Responsiveness: Customers value quick response times to inquiries, requests, or

issues.
Personalized Service: Tailoring services or recommendations to the individual preferences and

needs of customers.
d. Describe two types of customer loyalty programs that exist.
Points-Based Loyalty Programs: Customers earn points for purchases, which can be redeemed
for discounts, free products, or exclusive perks.
Tiered Loyalty Programs: Customers are grouped into tiers based on their loyalty or spending
levels, with each tier offering increasing benefits and rewards
e. Describe how customer databases are used in this industry and three essential features.
Customer databases are used to store and manage customer information, improving service
and marketing efforts.
Customer Profiles: Store detailed customer information, including contact details, purchase
history, preferences, and interactions.
Segmentation: Divide customers into segments based on demographics, behavior, or

preferences for targeted marketing and service.
Analytics: Analyze data to gain insights into customer trends, preferences, and behaviors,
allowing for data-driven decision-making.
Choose a company you are familiar with and/or would be interested in working for. Answer each of the
following questions.
What does the company says its response time is for providing services and resolving complaints?
How does this compare to other companies?
a. Response Time for Providing Services and Resolving Complaints:
Visit the company's official website and navigate to the "Customer Service" or "Contact Us"
section. Companies often provide information about their expected response times for
inquiries and complaints.
Compare the company's response times to industry benchmarks or other competitors. You can
often find this information in industry reports, customer reviews, or by contacting industry
associations.
Describe key features of its customer service policies and procedures
Explore the company's website or review their official customer service documentation. Look
for details on policies related to returns, refunds, warranties, and guarantees.
Pay attention to their communication channels (phone, email, chat, social media) and their
availability (24/7, specific hours, weekdays/weekends).
Note any information about customer support training, escalation procedures, and how they
handle privacy and security concerns.
Summaries its complaint handling policies and procedures.
Companies typically outline their complaint handling procedures on their website or in their
customer service documentation.
Look for information on how customers can file complaints, the steps involved in resolving
complaints, and any guarantees or promises related to resolving issues satisfactorily.
Outline three promotional services offered by the company.
Check the company's website or marketing materials for details on current promotions,
discounts, or special offers. These may include seasonal sales, loyalty programs, or bundle
deals.
Review any newsletters, emails, or promotional materials sent by the company to customers.
These often contain information about ongoing or upcoming promotions.
You can also follow the company's social media profiles, as they may announce exclusive
promotions or contests for their followers.
Explain the best practice process that a company should follow for responding to the following common
customer complaints:
a. incorrect pricing or quotes
Acknowledge the complaint promptly.
Review the customer's order, pricing, and any relevant documents.
If the customer's claim is valid, apologize for the error.
b. delays or errors in providing products or services
Apologize for the delay or error.
Investigate the cause internally to prevent similar issues in the future.
Communicate the expected resolution time to the customer
c. misunderstanding of customer requests
Actively listen to the customer's concerns and ask clarifying questions.
Apologize for any misunderstanding.
Verify the customer's original request and expectations.
d. escalated complaints or disputes
Assign the complaint to a specialized or senior team or individual.
Thoroughly investigate the complaint, including reviewing all relevant documents and
communication.
e. other team members or suppliers not providing special requests
Apologize for the inconvenience caused by the third party's actions.
Contact the relevant team member or supplier and communicate the customer's special
request.
f. misunderstandings or communication barriers
Actively listen to the customer's concerns and frustrations.
Apologize for any communication issues and express a commitment to resolving them.
Clarify the customer's needs and expectations
g. unmet expectations of, or problems or faults with, a service or product
Acknowledge the customer's dissatisfaction.
Investigate the issue, which may involve product testing or service evaluation.
Explain how the following methods can help to compensate dissatisfied customers.
Method How it can help compensate dissatisfied customers
negotiating with suppliers on customer This method can be particularly effective when the
behalf to gain reduced rates or extra dissatisfaction is related to a third-party supplier or
services service provider.
providing some or all services free of Offering complimentary services or discounted

charge or at a reduced rate. rates can directly compensate dissatisfied
customers for the inconvenience or dissatisfaction
they experienced.
providing discount vouchers to attend at Discount vouchers for future services or products
a future time inexpensive add-on offer dissatisfied customers an opportunity to return
products small gifts special attention and have a better experience.
during the service period and special
customer service delivery on next
attendance
Explain why it is important to consider each of the following factors when determining compensation of
dissatisfied customers:
financial constraints of the organisation
Resource Allocation: An organization has limited financial resources, and allocating
compensation that exceeds the organization's budget can lead to financial strain. It's important
to ensure that the compensation provided is sustainable and doesn't negatively impact the
overall financial health of the company.
Long-Term Viability: Overextending on compensation for individual cases of dissatisfaction can

harm the company's long-term viability. It's crucial to strike a balance between addressing
customer concerns and maintaining the financial stability of the organization.
Fairness: Treating all customers fairly is vital. In cases of financial constraints, offering
consistent compensation options for similar issues ensures fairness and prevents potential
dissatisfaction among other customers who might receive lesser compensation
profitability of the sale
Cost-Benefit Analysis: The profitability of the sale helps determine how much compensation is
reasonable and sustainable. High-profit sales may allow for more generous compensation
without significantly impacting the organization's bottom line.
Customer Lifetime Value: Consider the long-term value of the customer. If the dissatisfied
customer represents a high potential for repeat business or referrals, it might be justifiable to
offer more substantial compensation to retain their loyalty.
Customer Retention: A profitable sale, even if initially marred by dissatisfaction, can become
highly lucrative if the customer is retained. Adequate compensation can help prevent
customer churn and preserve the overall profitability of the customer relationship
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

Japanese Culture: Greetings are typically polite and often include bowing. The depth of the bow can
vary depending on the level of respect or formality.
Italian culture: Italians are known for their warm and expressive greetings. Hugs, kisses on both
cheeks, and enthusiastic handshakes are common
b. body language and body gestures
Japanese Culture: Maintaining eye contact is important, but it may be less intense compared
to some Western cultures.
Italian Culture: Italians are known for their expressive gestures and body language. They use
their hands and facial expressions to emphasize points during conversation.
c. formality of language
Japanese Culture: Japanese culture places a high value on formal language and honorifics
when addressing others.
Italian Culture: Italians generally use informal language and pronouns with friends and family.
d. clothing expectations for customer service staff
Japanese Culture: In formal customer service settings, staff often wear traditional attire like
kimono or more modern business suits.
Italian Culture: In Italy, customer service staff often wear professional attire like business suits
or uniforms
Explain each of the following methods of collecting feedback:
a. surveys
Explanation: Surveys involve creating a set of structured questions or statements that customers
respond to. Surveys can be conducted online, through email, on paper, or in person.
Advantages: Surveys are efficient for gathering feedback from a large number of people. They allow
for standardized data collection and analysis.
b. interviews
Explanation: Interviews involve one-on-one or group discussions with customers to gather

detailed feedback. These can be conducted in person, over the phone, or via video
conferencing.
Advantages: Interviews provide rich, qualitative data and allow for follow-up questions to
delve deeper into issues. They offer a more personalized experience for customers.
c. structured questioning
Explanation: Structured questioning involves asking specific, predefined questions to

customers during interactions or through various channels. It can be part of surveys,
interviews, or customer service interactions.
Advantages: Structured questioning ensures consistency and can be used to collect specific
information or insights. It's often used in customer feedback forms and service scripts.
d. observation of customers
Explanation: Observing customers in real-time involves watching their behavior, actions, and
interactions with products or services. This method is commonly used in usability testing.
Advantages: Observations provide insights into how customers actually use and experience a
product or service, uncovering usability issues or pain points.
e. casual discussion
Explanation: Casual discussions involve informal, unstructured conversations with customers in
a natural setting. This can happen in person, over the phone, or through online chat.
Advantages: Casual discussions offer spontaneous insights and allow for open-ended
conversations. Customers may feel more comfortable providing honest feedback in this
format.
Explain three types of communication techniques, including key features.
Active Listening:
Key Features:
Attentive Engagement: Active listening involves giving your full attention to the speaker. It
demonstrates respect and interest in what they are saying.
Non-Verbal Cues: Active listeners use non-verbal cues, such as maintaining eye contact, nodding, and
using open body language, to show that they are engaged in the conversation.
Non-Verbal Communication:
Key Features:
Body Language: Non-verbal communication includes gestures, facial expressions, posture, and eye
contact. These cues can convey emotions, intentions, and attitudes.
Tone of Voice: The tone in which words are spoken can significantly impact the message's
interpretation. Tone can convey enthusiasm, sincerity, anger, or indifference.
Assertive Communication:
Key Features
Clear and Direct Expression: Assertive communication involves expressing thoughts, feelings, and needs
clearly and directly without aggression or passive avoidance.
Respectful Tone: Assertive communicators maintain a respectful and non-threatening tone. They focus
on the issue at hand rather than attacking the person
Explain three types of communication equipment that can be used in customer service.
e. body language and body gestures
Telephone Systems:
Explanation: Telephone systems are essential communication equipment in customer service.
They include traditional landline phones, mobile phones, and Voice over IP (VoIP) systems
f. formality of language
Email Communication Software:
Explanation: Email communication software is used for managing and responding to customer
inquiries via email. It includes email clients and customer relationship management (CRM)
systems
g. clothing expectations for customer service staff
Live Chat and Messaging Apps:
Explanation: Live chat and messaging apps enable real-time text-based communication
between customers and support agents through websites or mobile applications.
Explain each of the following methods of collecting feedback:
f. surveys
Explanation: Surveys are structured data collection tools that involve asking a predetermined
set of questions to a group of respondents. Surveys can be conducted using various formats,
such as online questionnaires, paper forms, or phone interviews.
g. interviews
Explanation: Interviews involve one-on-one or group discussions with individuals to gather

qualitative feedback. They can be conducted in person, over the phone, or via video
conferencing
h. structured questioning
Explanation: Structured questioning involves asking specific, predefined questions to collect

targeted feedback. This method can be part of surveys, interviews, or customer service
interactions.
i. observation of customers
Explanation: Observation involves watching and recording customer behavior, interactions,

and experiences in real-time. It is commonly used in usability testing and customer journey
mapping.
j. casual discussion
Explanation: Casual discussions involve informal and unstructured conversations with

customers in a relaxed setting. These conversations can happen in person, over the phone, or
through online chat.
Explain three types of communication techniques, including key features.
Active Listening:
Key Features:
Attentive Engagement: Active listening involves giving your full attention to the speaker. It
demonstrates respect and interest in what they are saying.
Non-Verbal Communication:
Key Features:
Body Language: Non-verbal communication includes gestures, facial expressions, posture, and eye
contact. These cues can convey emotions, intentions, and attitudes
Communication:
Key Features:
Clear and Direct Expression: Assertive communication involves expressing thoughts, feelings, and needs
clearly and directly without aggression or passive avoidance
Explain three types of communication equipment that can be used in customer service.
Customer Relationship Management (CRM) Systems:Explanation: CRM systems are software tools that
help businesses manage and streamline interactions with customers. They centralize customer
information, including contact details, purchase history, preferences, and communication histor
Call Center Software: Explanation: Call center software is a suite of tools designed to facilitate and
manage phone-based customer interactions. It is used in contact centers, customer support
departments, and call centers.
Live Chat Software: Explanation: Live chat software enables real-time text-based communication
between customers and support agents through websites or mobile applications
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
Question 6
Question 7
Question 8 a
Question 8 b
Question 8 c
Question 8 d
Question 8 e
Question 8 f
Question 8 g
Question 8 h
Question 8 i
Question 8 j
Question 8 k
Question 8 l
Question 8 m
Question 8 n
Question 8 o
Question 8 p
Question 8 q
Question 8 r
Question 8 s
Question 8 t
Question 9 a
Question 9 b
Question 9 c
Question 9 d
Question 9 e
Question 10 a
Question 10 b
Question 10 c
Question 10 d
Question 11 a
Question 11 b
Question 11 c
Question 11 d
Question 11 e
Question 11 f
Question 11 g
Question 12 a
Question 12 b
Question 12 c
Question 13 a
Question 13 b
Question 14 a
Question 14 b
Question 14 c
Question 14 d
Question 15 a
Question 15 b
Question 15 c
Question 15 d
Question 15 e
Question 16
Question 17
Task outcome:  Satisfactory  Not satisfactory
Assessor signature:
Assessor name:
Date:
Assessment Task 2: Customer service project
This task requires you to prepare for, and participate in, roleplays with two customers to find out about
their needs and provide information on services available. You will then be required to provide the
required services to the two customers.
You will need access to:
 your learning resources and other information for reference
 a telephone (mobile or fixed line: for both the student and assessor)
 roleplay customers (the assessor)
 your Customer Record Sheet
 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
 how your assessment should be submitted.
template is provided in Appendix B of the Student User Guide. However, if your RTO has
Activities
Complete the following activities.
1. arefully read the following scenario
Aus. Biz Coaching provides a range of business coaching services designed to help
clients develop their business vision and achieve desired outcomes.
The company has a strong focus on running events for clients and also offers a wide
range of business coaching services, including one to one coaching, one off strategy
sessions and online group coaching sessions. The company has also recently produced
a book aimed at small business owners. The list of services is provided in a separate
document.
For the purposes of this assessment, you are employed as a Customer Service and
Events Manager for the company. One of your roles is to match services offered by the
company to client needs.
Today you will receive enquiries from two customers:
Policy
Customers are served by all members of staff, either directly or indirectly, and they
must be met in a professional and ethical way with polite and efficient service
Aus Biz Coaching is dedicated to the following goals:
• Politeness: the use of proper etiquette in a interactions
• Responsiveness: adhere to agreed-upon deadlines and respond to all inquiries
• Professionalism entails being objective, educated, and trustworthy.
• Getting to know your consumers and their business
Confidentiality: maintaining the privacy of consumer information
.Transparency: procedures are well-defined, repeatable, accessible, and recorded.
General principles
Show respect, civility, patience, care, attention, and sensitivity to the client at all
times, as suitable to the individuals age, culture, and language background
*Pay attention to what clients have to say and figure out what their specific need is
*In a timely way, reply to consumer inquiries swiftly and efficiently.
*When interacting with consumers, operate with honesty and integrity.
*Make every attempt to visit clients who have appointments on schedule and to notify
them if They are running late.
*Assisting with more inquiries All written communications must include a contact
name,phone number,and address
* If you're unavailable or out of the office, respond to email messages as soon as

possible when you get back.
*if you'll be out of the office for two or more days, leave a "out of office message or
Outlook and the phone.
*Deliver accurate, clear, succinct, dependable, and plain-language advice and other
information of customers.
*With the least amount of difficulty to the client, take necessary action and respond in
accordance with organizational rules and procedures
2. Prepare for the roleplay.
Read the case study information provided above, as well as the List of Services that
Aus Biz Coaching provides to identify the services that may suit each customer.
The roleplay will be completed twice, once for two different customers. You will
answer the enquiry according to company procedures and then provide information to
each customer about the services the business offers that will help the customer with
their needs. Your assessor will play the role of each customer and will telephone you.
You will also be required to follow up some information that you cannot provide to the
customer over the telephone, as well as enter the customer’s details into the
customer record sheet provided to you which is part of the company’s procedures.
Your assessor will roleplay each customer and advise you of the time and date for the
assessment tasks.
Customer 1
Customer :Hello, is that customer service officer?
CS officer: yes sir, how can I help you?
Customer: The product that I ordered yesterday has not arrived yet, it's been 1 2
hours. Is this how you provide your service?
CS officer:Sorry sir, what have you ordered?
Customer:I have ordered fridge, they said they will deliver within 12 hours
CS officer:We are really sorry sir; we will deliver your item within the next hour.
Customer: That sound good, I need my product within hour, and otherwise I am
not going to pay you all the money.
CS officer: Ok sir.
3. Provide customer service over the telephone.
Now participate in the two customer roleplays at the date and time specified by your
assessor and complete the following activities noting that your assessor will roleplay
the customers and each time will call you on yours or the RTO’s telephone.
You will need to:
● Answer call in accordance with company policy.
● Listen to the customer’s enquiry to determine the exact nature of the request
and ask further questions as required to assist in identifying customer’s needs
● Clearly and accurately explain services offered by Aus Biz Coaching that may be
suitable for the customer, offering extra and add-ons that may be appropriate.
● Respond to questions and provide information to assist the customer in selecting

the right option for them.
● Identify information that you are unable to immediately provide to the customer
and respond in accordance with the customer service policy and procedure.
Demonstrate effective interpersonal skills including:
● Using a warm and friendly tone to build rapport
● Speaking clearly
● Asking questions clearly and concisely
● Cleary and accurately responding to questions
● Use active listening techniques
Ask for the customer’s details (name, company, position, telephone, email) and record
them in the customer record sheet. Explain key privacy requirements in relation to the
recording of customer details as per the customer service policy and procedure.
After the telephone call, record all notes and comments about the phone call on the
customer record sheet, including customer priority rating as per the customer service
policy and procedure. You will finalise all the details in the customer record sheet Task
3 below.
First customer service report
Introduction
The report is about the delay delivery of the product, our strategy to deal with this
are:
*Communicate with the client.
*Hold carriers accountable with an automated auditing service
*Real-time tracking of our shipments.
*Assume Control of the Situation.
*Give the customer some decision-making authority.
Analysis of feedback
Communicate with Your Customers: First and foremost, you must communicate with
your customers. The last thing a customer wants to learn is that their package has
been delayed and also that the shipper has failed to communicate. Make an attempt
to contact the customer anc update them on the status of the package. Please accept
my apologies if you need to. Inform them of the situation.
This is definitely easier said than done. but if it comes to that. make sure you fess up
and face the customer's wrath. You won't be able to avoid the problem. Facing the
circumstance and doing your best to deal with it can put you in a positive light and
help you make the best of a bad circumstance. Be proactive and respond quickly.
Before they contact you, call the consumer. If necessary, make phone calls. When
things need to move quickly, email isn't the greatest option. Continue to provide
updates when new information becomes available.
Potential actions to address
Your client retention rate will suffer as a result of late delivery. As a result, late
deliveries significantly reduce the lifetime value of your consumers (and your return
on whatever you spent to acquire the lost customers in the first.
Recommendations
Misspelled addresses, improperly filled order forms, and inadequate information are
examples of documentation errors. This error might be caused by either the customers
or the store. When dealing with many duties at the same time, the store may neglect
to properly document orders. When a delivery business is given inadequate
information, the package is more likely to be returned to the sender.
4. Update the customer record sheet with the details of the potential customers.
Use the Customer Record Sheet Template to record these.
Save the file as Customer Record Sheet Assessor.
5. Send an email regarding referral information.
The text of the email should be in grammatically correct English, written in an

appropriate (polite, business-like) style.
Follow up the customer’s requests for information that you were unable to answer by
asking the relevant staff to clarify the requested information.
Attach your updated Customer Record Sheet to the email
Date: 15/09/2023
Subject: report on customer complaints
Dear sir.
We've sent you the customer complaints report, and we'd want to thank you for
taking the time to give us feedback on the plan that we put together on behalf of the
whole team to improve the business
The feedback was taken into account when creating the plan, and the file is attached
to this email. Please review the attachments for any modifications that the team has
made. A team member will do preliminary research to have a better grasp of the
market and consumer trends in the area.
Please contact our department if you have any questions regarding the attachment.
Thank you.
Sincerely,
Customer service officer
6. Send an email to Jason (your assessor).
When you have received a reply from the Accounts team, write to the first customer
with the offer that has been proposed.
You do not have to include an invoice but refer to the invoice in the email’s text and
tell the prospective customer what the estimated cost of the services will be.
This email should be sent within the guidelines as set out in the Customer Service
Policy and Procedures.
Email to Jason
Date: 15/09/2023
Subject: Customer service and plan implementation
Dear sir,
I am glad to inform you that the idea you have all devised is impressive.
However, there are several areas where the strategy may be improved before it is
implemented across the company. Please read the input on the plan that has beer
included in the email. The strategy should be centered on entering a new market with
thorough research so that the company can make the most money from the job they
de
Please go through the attached documents and report regarding customer complaints.
Thank you.
Sincerely,
7. Send an email to Samiya (your assessor).
When you have received a reply from the Head Business Coach, write to the second
customer with their response.
You do not have to include an invoice but refer to the invoice in the email’s text and
tell the prospective customer what the estimated cost of the services will be.
This email should be sent within the guidelines as set out in the Customer Service
Policy and Procedures.
Email to Samiya
Date: 15/09/2023
Subject: feedback regarding
customer complains
Dear sir/madam.
We have received you feedback regarding out product quality and durability: we will
improve our product quality in our coming future
Furthermore, improvements in performance, features, or other quality aspects result

in greater sales and market share. It's time to examine whether you can minimize
expenses without losing quality if a firm has developed a high-quality product and
properly promoted it
Thank you.
Sincerely
8. Send an email to the Head Business Coach (your assessor).
Assume that the first customer has responded that they accept the offer given and
want to proceed with the provision of products and services as soon as possible.
The objective of the email is to ensure that the first customer’s special request will be
actioned, ensuring that the services will be delivered efficiently.

Email to the Head Business Coach
Date: 15/09/2023
Subject: Regarding customer complaints
Dear sir,
Our recent customer complaints have decreased our product supply and decreased
sales. I request you to provide us with some techniques and strategies to overcome
these issues.
When social media became widespread, there was perhaps the biggest increase in the
significance of consumer pleasure. Customers nowadays will publish, discuss, or tweet
their happiness (or unhappiness) with any product or service, and this may have a
direct Impact on the business
Thank you.
Sincerely
9. Send an email to the selected consultant (your assessor).

Assume that the second customer has also responded that they accept the offer given
and want to proceed with the provision of products and services as soon as possible.
The objective of the email is to ensure that the second customer’s special request will
be actioned also.
Email to the selected consultant
Date: 15/09/2023
Subject: Regarding customer response
Dear sir,
Our recent customer who has complained about our product has responded
positively, with this in mind, it's no surprise that client happiness is a top priority for
marketing departments at both large and small firms. Customer happiness, on the
other hand, is more than just excellent PR. In a time when good corporate branding is
vital and a culture of brand loyalty is blooming, the influence it has on a company's
brand is critical - but there are also lots of measurable advantages to a delighted
customer.
Thank you.
Sincerely

Inform the customer of the problems with the services as set out in the return email
from the consultant. Advise the customers about the alternative services that are
being offered.
Also, suggest a way that the company can compensate the customer for the service
difficulty.
Email to Samiya
Date: 15/09/2023
Subject: regarding customer response
Dear sir, madam
We are happy to tell you that the management team has assigned specific duties anc
responsibilities to employees in relation to recent customer complaints and responses.
Please read the attachment addressing the support that has been attached to this
email for a better understanding of the situation. Every employee should be aware of
the assistance that is available to them and must adhere to it. Any employee who fails
to meet their obligations will be brought before the management team
Please do not hesitate to contact me if you have any questions concerning the email
or attachment.
Thank you.
Sincerely
11. Send an email to the Head Business Coach (your assessor).

The objective of the email is to provide internal feedback on service issues and suggest
improvements to the system.
Email to the Head Business Coach
Date: 15/09/2023
Subject: Internal comments on service concerns and suggestions for system
enhancements.
Dear sir,
I wish you will provide us with all your techniques and ideas regarding our service
issue and improvement to the system.
Employee engagement and attrition rates have been demonstrated to increase with :
continuous improvement culture. Employees that actively contribute to the company':
improvement feels a feeling of satisfaction and success. As a result, employees have :
stronger sense of belonging and have less reason to leave the company.
Thank you
Sincerely
Student’s name:
Completed
successfully? Comments
Did the student: Yes No
Answer the telephone according to

company procedures?
Assist customers to determine their

preferences, needs and expectations?
Provide advice to customers about

products and services to meet their
needs?
During the phone call use effective

interpersonal skills?
Recognise the need to refer enquiries to

others?
Correctly record customer details in the

customer record sheet?
Provide products and services with

professional and personalised service that
will meet individual preferences?
Provide products and services with

professional and personalised service that
will meet individual preferences?
Offer extras/add-ons tailored to the

customer’s needs?
Respond to potential customers within

the guidelines as set out in the Customer
Service Policy and Procedures?
Check actioning of the customer’s special

requests?
Liaise with team members to ensure
efficient service delivery?
Share customer information with team

members to ensure that quality service is
provided?
Identify problems with providing the

services and address these before
provision to the customer?
Anticipate delays in product and service

provision and update the customer on
expected outcomes?
Advise customer of alternative products

and services?
Proactively compensate for service

difficulty in line with own level of
responsibility?
Provide internal feedback on service

issues and suggest improvements?
Assessor signature:
Assessor name:
Date:
Assessment Task 3: Customer complaints resolution project

In this task, you are required to handle complaints from a customer and respond to the customer
according to company policies and procedures.
 your Complaint Acknowledgement Letter Template
 your Complaint Handling Policy and Procedures
 your Complaint Outcome Letter Template
 your Complaints Register Template
 your Refund Policy.
Ensure that you:
Student User Guide
Activities
1. Prepare for the roleplay.
This assessment task requires you to handle a customer complaint in the role of
Customer Service and Events Manager for Aus. Biz Coaching.
You will need to thoroughly review the following company documents before you
commence this task to ensure you understand and can apply procedures that must be
followed and how to respond to customer complaints.
 Complaint Acknowledgement Letter Template
 Complaint and Refund Policies and Procedures
 Complaint Outcome Letter Template
 Complaints Register Template
 Refund Policy.
2. Handle customer complaint.
The customer (your assessor) will call you complaining about the workshop he
attended being dull and uninteresting.
You will need to:
 Answer the telephone in accordance with company policy.
 Respond to the customer in accordance with the company’s compliant handling

policy and procedure.
 Use questioning techniques to establish and agree on the nature, possible cause,
and details of the complaint.
 Assess the complaint’s impact on customer
 Log the details of the complaint in the complaint register (once you have
completed Task 3 below, you will send the completed register to your assessor).
 Calmly advise the customer that the complaint will be recorded and actioned as
per the company’s policy. Briefly explain the company policy.
3. Acknowledge complaint.
Following the phone call, you are required to action and resolve the complaint as set
out in the company’s complaint policy.
Use the Complaint Acknowledgement Letter Template to guide your writing of a letter
to the customer.
4. Inform customer of the outcome of the complaint.
Three days later you are advised that you may not refund the customer’s money, but
you can offer them another workshop free of charge and/or they can have a one-off
one-on-one session with a consultant.
Write a formal letter advising the customer of the outcome of the complaint.
Use the Customer Complaint Outcome Letter Template to guide your work.
This letter is an opportunity to demonstrate high quality customer service, so write the
letter with this as a goal
5. Update the Complaints Register.
Include as much detail as you can in the register.
6. Send an email to the Managing Director (your assessor).

It should introduce and summarise the contents of the attachments.
The email text should also give the nature, possible cause, and details of the
complaint, as well as the impact that it has had on the customer.
It should also endeavour to describe how such a complaint could be avoided in the
future.
Describe how the solutions offered to the customer could be used as opportunities to
demonstrate high quality customer service to them.
Attach the following to the email:
 Complaint acknowledgement letter
 Customer Complaint Outcome Letter
 Updated Complaints Register
Student’s name:
Completed
Use questioning techniques to establish

and agree on nature, possible cause, and
details of the complaint?
Act swiftly to resolve complaints and

prevent escalation in consultation with
customer?
Determine options to resolve complaints

and decide on optimal solutions, taking
organisational constraints into account?
Take responsibility for resolving

complaints in a professional manner?
Resolve complaints using appropriate

communication techniques?
Provide internal feedback on customer

complaints and feedback?
Provide the required follow-up in order to

avoid future occurrence of the complaint?
Review and evaluate complaints and

solutions to enhance the organisation’s
response to similar issues in the future?
Assess the complaint’s impact on the

customer?
Turn complaints into opportunities to

demonstrate the organisation’s high-
quality customer service?
Assessor signature:
Assessor name:
Date:
Assessment Task 4: Customer service report

This task requires you to seek and record feedback from the two customers you provided services to for
Assessment Task 2.
You will also be required to review the organisation’s Feedback Register and, based on your review,
develop a report recommending ways to improve service delivery for Aus Biz Coaching.
 your Customer Service Policy and Procedures
 your Customer Service Report Template
 your Feedback Register Template.
Ensure that you:
Student User Guide
Activities
1. Seek customer feedback.
It is almost three months since both Samiya and Jason finished their courses. Review
the Customer Service Policy and Procedures to determine how you should undertake
the regular customer satisfaction review.
Develop an email that could be sent to customers seeking feedback about their
experience with Aus Biz Coaching.

It should seek feedback about Jason’s experience with Aus Biz Coaching.
Your assessor will respond to you in the role of Jason.

It should seek feedback about Samiya’s experience with Aus Biz Coaching.
Your assessor will respond to you in the role of Samiya.
1. Update the Feedback Register.
Enter the information that you receive back from the customers into the feedback
register.
Include follow up actions required to enhance service delivery in the future.
The Feedback Register already includes feedback from customers collected over the
first quarter of the financial year.
2. Develop a customer service report.
For this part of the assessment task, you are required to develop a customer services
report identifying and recommending ways to improve service delivery based on your
evaluation of the company’s feedback register.
First of all, review your completed feedback register from activity 1.
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.
3. Send an email to the Managing Director (your assessor).

It should introduce and summarise the contents of the attachments.
Summarise the customer complaints and feedback and describe what follow-up is
required to ensure that its reoccurrence can be avoided in the future.
Attach your feedback register and customer service report to the email.

It should promote repeat business by offering the services described by the Managing
Director.

It should promote repeat business by offering the services described by the Managing
Director.
Student’s name:
Completed
Provide internal feedback on customer

feedback and required follow up?
Promote repeat business by offering

promotional services as set out by the
Managing Director?
Maintain customer profiles to enhance

service delivery?
Provide personalised service to customers

in a manner that builds repeat business?
Assessor signature:
Assessor name:
Date:
Final results record
Student name:
Assessor name:
Date:
Unit name:
Qualification name:
Final assessment results
Result
Did not
Task Type Satisfactory Unsatisfactory submit
Assessment Task 1 Knowledge questions S U DNS
Assessment Task 2 Customer service project S U DNS
Customer complaint
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: __________________

SITXCCS007 Student Assessment Tasks 24-06-20

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SITXCCS007 Student Assessment Tasks 24-06-20

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STUDENT ASSESSMENT TASK

Student Name: _________________________________________

Assessment for this unit............................................................................................................................3

Preparing for assessment..........................................................................................................................3

Assessment Task 1: Knowledge questions.................................................................................................5

Information for students.......................................................................................................................5

Assessment Task 1: Checklist...............................................................................................................11

Assessment Task 2: Customer service project.........................................................................................14

Information for students.....................................................................................................................14

Assessment Task 2: Checklist...............................................................................................................19

Assessment Task 3: Customer complaints resolution project.................................................................21

Information for students.....................................................................................................................21

Assessment Task 3: Checklist...............................................................................................................24

Assessment Task 4: Customer service report..........................................................................................25

Information for students.....................................................................................................................25

Assessment Task 4: Checklist...............................................................................................................28

Final results record..................................................................................................................................29

Assessment for this unit

Preparing for assessment

 Customer Record Sheet Template (Assessment Task 2)

 Customer Service Policy and Procedures (Assessment Task 2)

 List of Services (Assessment Task 2)

 Complaint Acknowledgement Letter Template (Assessment Task 3)

 Complaints Register Template (Assessment Task 3)

 Customer complaint Outcome Letter Template (Assessment Task 3)

 Refund Policy (Assessment Task 3)

 Customer Service Policy and Procedures (Assessment Task 4)

 Customer Service Report Template (Assessment Task 4)

 Feedback Register Template (Assessment Task 4)

 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.

List three principles of enhanced customer service experiences.

Courtesy and respect.

List three benefits of enhanced customer service experiences.

Improved Customer Loyalty

Increased Customer Retention

List three principles of positive communication.

Respectful and Professional Tone

Clear and Concise Communication

List three benefits of positive communication.

Enhanced Productivity and Collaboration

Active Listening and Empathy and Problem-Solving and Resolution

Identifying Areas for Improvement Enhancing Processes and Policies

Quality Assurance and Training Monitoring Progress and Setting Goal

Extra or add on How it can enhance customer service and example

Additional destinations Offering additional destination options provides

entrance to major attractions at Offering access to popular attractions saves customers

extra food items Offering extra food items allows customers to

prepayment of baggage charges Allowing customers to prepay baggage charges

prepayment of in-flight meals Prepayment of in-flight meals ensures that customers

pre-travel seat selection Pre-travel seat selection allows passengers to choose

customers to personalize and elevate their event

travel insurance Providing access to travel insurance gives customers

upgraded accommodation and Offering upgrades to accommodation and flights allows

Communication: Effective communication with colleagues and customers, including active