#Prabin Sunuwar SITXCCS007 Assessment Task 4

SITXCCS007 Enhance customer service experiences Student Assessment
1. Assessment Details
SIT50416 - Diploma of Hospitality Management
Qualification Code/Title
Assessment Type Assessment – 4 Time allowed 2 weeks

Due Date 23/9/2023 Location SCCM Term / Year T 3-2023
Unit of Competency
National Code/Title SITXCCS007 Enhance customer service experiences
Student Details
Student Name Prabin sunuwar Student ID mcs00001lj
Student Declaration: I declare that the work submitted is my own Signature: _____Prabin______________________
and has not been copied or plagiarised from any person or source. Date: ___20__/9_/2023_________
Assessor Details
Assessor’s Name Imran hossian
RESULTS (Please Circle) SATISFACTORY NOT SATISFACTORY
Feedback to student:
*If Student is Not Satisfactory Assessor Declaration: I declare that I have conducted a fair,
Reassessment Required Yes No valid, reliable and flexible assessment with this student, and I
Comment: have provided appropriate feedback.
Signature: ________________________
Date: ______/_______/___________
Instructions to the Candidates
 This assessment is to be completed according to the instructions given below in this document.
 Should you not answer the tasks correctly, you will be given feedback on the results and gaps in knowledge. You will be
entitled to one (1) resubmit in showing your competence with this unit.
 If you are not sure about any aspect of this assessment, please ask for clarification from your assessor.
 Please refer to the College re-submission and re-sit policy for more information.
 If you have questions and other concerns that may affect your performance in the Assessment, please inform the
assessor immediately.
 Please read the Tasks carefully then complete all Tasks.
 To be deemed competent for this unit you must achieve a satisfactory result with tasks of this Assessment along with a
satisfactory result for another Assessment.
 This is an Open book assessment which you will do in your own time but complete in the time designated by your
assessor. Remember, that it must be your own work and if you use other sources then you must reference these
appropriately
 Submitted document must follow the given criteria. Font must be Times New Roman, Font size need to be 12, line
spacing must be Single line and Footer of submitted document must include Student ID, Student Name and Page
Number. Document must be printed double sided.
 This is Individual Assessments. Once you have completed the assessment, please provide the Hard copy of the
Assessments to your Trainer/ Assessor.
 Plagiarism is copying someone else’s work and submitting it as your own. Any Plagiarism will result in a mark of Not
Satisfactory. SCCM uses Safe Assign Plagiarism Checker to check the originality of the student assessment. Student must
be aware of and understand the SCCM’s policy on plagiarism and certify that this assignment is their own work, except
where indicated by referencing, and that student have followed the good academic practices noted above.
Introduction
© Sydney City College of Management Pty Ltd RTO: 45203 CRICOS: 03620C Date Revision date Version
Page 1 of 16
File Name: SITXCCS007 Student Assessment January 2023 January 2024 1.0
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)
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 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
 assessment appeals
 re-assessment guidelines
 responding to written questions.
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Assessment Task 4: Customer service report
Information for students

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.
You will need access to:
 your learning resources and other information for reference
 your Customer Service Policy and Procedures
 your Customer Service Report Template
 your Feedback Register Template.
Ensure that you:
 review the advice to students regarding responding to written tasks 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.
Assessment information
i
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
 how your assessment should be submitted.
Note: You must complete and submit an assessment cover sheet with your work. A
template is provided in Appendix B of the Student User Guide. However, if your RTO
has provided you with an assessment cover sheet, please ensure that you use that.
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Activities
Complete the following 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.
Subject: Seeking Your Valuable Feedback!

Dear Samiya and Jason,
I trust this message finds you both in good health. It has been approximately three months
since you successfully completed your courses with Aus Biz Coaching, and we are eager
to hear about your overall experience.
Your insights are highly important to us, and we firmly believe they can contribute to our
continuous improvement. Would you kindly spare a moment to respond to these brief
inquiries?
Did the coaching sessions align with your intended goals?
How would you describe your interaction with our coaching team?
Did our scheduling and flexibility meet your expectations and needs?
Are there any specific challenges you encountered or suggestions for
enhancement?
Would you be inclined to recommend our services to others?
Your feedback holds significant value and will guide us in refining our services. Please
feel free to reply to this email with your thoughts.
Thank you for choosing Aus Biz Coaching. We sincerely appreciate your time and
ongoing support.
Best regards,
Prabin Sunuwar
Customer Service and Events Manager
Aus Biz Coaching
2. Send an email to Jason (your assessor).
The text of the email should be in grammatically correct English, written in an

appropriate (polite, business-like) style.
It should seek feedback about Jason’s experience with Aus Biz Coaching.
Your assessor will respond to you in the role of Jason.
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Subject: Your Feedback Matters!
Dear Jason,
I hope you're well. I'm Prabin, the Customer Service and Events Manager at Aus Biz Coaching.
We're keen to hear about your experience with us. Could you share your thoughts in a few lines? Your
feedback helps us improve.
1. Did your coaching sessions meet your goals?

2. How was your experience with our coaches?
3. Any suggestions for improvement?
Your insights are valuable. Just reply to this email with your thoughts. Thanks for your time!
Best regards,
Prabin Sunuwar
Aus Biz Coaching
3. Send an email to Samiya (your assessor).

It should seek feedback about Samiya’s experience with Aus Biz Coaching.
Your assessor will respond to you in the role of Samiya.
Subject: Request for Your Valued Feedback on Aus Biz Coaching Experience
Dear Samiya,
I hope this email finds you in good health. My name is Prabin, and I serve as the Customer
Service and Events Manager at Aus Biz Coaching.
Your feedback is of great importance to us, as it provides valuable insights into your
experience with our services. This insight is crucial for us to consistently enhance and
optimize our offerings.
Would you be willing to share your thoughts on the following aspects?
Were your coaching sessions in alignment with your expectations and goals?
How would you describe your overall experience with our coaching team?
Are there specific areas where you believe we could further improve our services?
Your perspective will enable us to refine our services and better cater to our clients. Please
don't hesitate to respond to this email with your feedback.
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Thank you for choosing Aus Biz Coaching. We eagerly await your response.
Best regards,
Prabin Sunuwar
Aus Biz Coaching
4. 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.
Feedback Register:
Feedback Entry Category
Samiya's feedback on coaching sessions Positive
exceeding expectations
Jason's feedback on scheduling improvements Suggestions
needed
Samiya's feedback on excellent experience Positive
with coaching team
Jason's feedback on coaching sessions not Negative
meeting set goals
Categorization:
Positive:
o Samiya's feedback on coaching sessions exceeding expectations
Samiya's feedback on excellent experience with coaching team
Negative:
o Jason's feedback on coaching sessions not meeting set goals
Suggestions:
o Jason's feedback on scheduling improvements needed
Actions:
Positive:
o Share Samiya's positive feedback with the team to boost morale and motivation.
Negative:
o Investigate the reasons behind Jason's dissatisfaction with coaching sessions.
Work on rectifying the issues mentioned by Jason and set deadlines for
improvements.
Suggestions:
o Review Jason's suggestion regarding scheduling and assess its validity.
Prioritize implementing improvements to the scheduling process based on Jason's
feedback.
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Responsibility:
Positive:
o Team Lead
Negative:
o Investigation and fixes: Coaching Team Lead
Deadline setting: Project Manager
Suggestions:
o Review and prioritize: Operations Manager
Implementation: Scheduling Team
Review:
Conduct a progress review meeting every month to track the progress of the
actions taken and ensure they are on schedule.
Document:
Keep detailed records of all feedback received, actions taken, responsible team
members, and progress updates for future reference and analysis to further improve
our services.
5. 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
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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.
Customer Service Report
Purpose of the Report:
This report aims to evaluate and recommend ways to improve service delivery at Aus Biz
Coaching based on an analysis of feedback and complaints collected in the feedback
register during the first quarter of the financial year.
Number of Complaints and Feedback During the Specified Period:
During the specified period, a total of 20 feedback entries were recorded in the feedback
register. These entries consisted of 5 complaints and 15 feedback items, comprising both
positive comments and suggestions for improvement.
Analysis of Feedback and Complaints:
Service Delivery:
Positive Feedback: The majority of feedback (10 out of 15) was positive,
highlighting satisfied customers who found value in our coaching services.
Common themes included effective coaching, clear communication, and goal
achievement.
Complaints: We received 5 complaints, with issues primarily related to
scheduling conflicts, delayed response to queries, and occasional inconsistency in
coaching sessions.
Provision of Products and Services:
Positive Feedback: Customers appreciated the relevance of the coaching sessions

and the professionalism of our coaching team. They also commended our
flexibility in adapting to their needs.
Suggestions for Improvement: While generally positive, some clients suggested
enhancements such as offering more varied coaching formats and improved
session scheduling options.
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Potential Solutions to Address Feedback and Complaints:
Service Delivery:
Scheduling Improvement: Implement a more efficient scheduling system to

reduce conflicts and ensure prompt session delivery.
Communication Enhancement: Strengthen communication channels with clients
to address their inquiries and concerns more promptly.
Consistency: Standardize coaching methods and materials to maintain consistency
across sessions.
Provision of Products and Services: 4. Diversified Formats: Introduce additional

coaching formats to cater to different learning preferences.
Enhanced Scheduling Options: Provide more flexible scheduling options to

accommodate varying client schedules.
Regular Client Surveys: Conduct regular surveys to gather continuous feedback
and identify areas for improvement proactively.
Conclusion:
The feedback register has provided valuable insights into our service delivery and the
provision of products and services. While the majority of feedback was positive,
addressing the identified issues and implementing suggested improvements can further
enhance the overall customer experience.
By focusing on improving scheduling efficiency, communication, consistency, and

diversifying coaching formats, Aus Biz Coaching can continue to provide exceptional
services and better meet the needs of our valued clients.
Prepared by:
Prabin Sunuwar
Customer Service and Events Manager Aus Biz Coaching
6. 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.
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Attach your feedback register and customer service report to the email.
Subject: Customer Feedback Summary and Improvement Plan

Dear Managing Directors,
I trust this email finds you in good health. I am writing to provide a succinct overview of
our recent analysis of customer feedback and the corresponding improvement plan. For
detailed insights, please refer to the attached reports.
Summary of Customer Feedback:
During the first quarter, we received a total of 20 feedback entries, encompassing 5
complaints and 15 positive feedback entries.
Action Plan to Prevent Recurrence:
In our Endeavor to enhance the customer experience, we have devised the following
action steps:
Streamlining Processes:
o Improve scheduling efficiency and response times to address customer concerns
promptly.
Ensuring Methodological Consistency:
o Standardize coaching methods to maintain a consistent and reliable service across
all sessions.
Enhancing Service Variety:
o Diversify coaching formats to cater to diverse learning preferences and offer
flexible scheduling options.
Gathering Continuous Insight:
o Conduct regular client surveys to proactively identify areas for improvement and
to ensure ongoing enhancement of our services.
These action items are comprehensively detailed in the attached reports.
Your invaluable support in implementing these enhancements is highly appreciated.
Should you have any inquiries or require additional information, please do not hesitate to
contact me.
Best regards,
Prabin Sunuwar
Aus Biz Coaching
Attachments:
Feedback Register
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Customer Service Report
7. Send an email to Jason (your assessor).

It should promote repeat business by offering the services described by the
Managing Director.
Subject: Exclusive Offer for Your Next Coaching Session
Dear Jason,
I hope you're well. We appreciate your trust in Aus Biz Coaching.
To make your next coaching session even better, we're offering you:
- Priority Scheduling
- Faster Responses
- Customized Coaching
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Reply to this email to schedule your next session with these enhancements.
Thank you for choosing us.
Best regards,
Prabin Sunuwar
Aus Biz Coaching
8. Send an email to Samiya (your assessor).

It should promote repeat business by offering the services described by the
Managing Director.
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Subject: Exclusive Offer for Your Next Coaching Session
Hi Samiya,
We hope you're doing well. Your trust in Aus Biz Coaching means a lot to us.
For your next coaching session, we're excited to offer you:

- Priority Scheduling
- Faster Responses
- Customized Coaching
Just reply to this email to schedule your next session with these enhancements.
Thank you for choosing us.
Best regards,
Prabin Sunuwar
Aus Biz Coaching
Assessment Task 4: Checklist

Student’s name:
Completed
successfully? Comments
Did the student: Yes No
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
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business?
Task outcome:  Satisfactory  Not satisfactory
Assessor signature:
Assessor name:
Date:
Student Overall Assessment Record Sheet

This form is to be completed by the assessor and used a final record of student competency.
All student submissions including any associated checklists (outlined below) are to be attached to this cover sheet before
placing on the students file.
Student results are not to be entered onto the Student Database unless all relevant paperwork is completed and attached to
this form.
Qualification Code and Title SIT50416 - Diploma of Hospitality Management
Student Name: Prabin Sunuwar
Student ID No: Mcs00001lj
Final Completion Date: 24/9/2023
Unit Code and Title SITXCCS007 Enhance customer service experiences

Term Year T3-2023 Date Assessed 12/9/2023
Please attach the following documentation to this form Result
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Assessment 1 Knowledge questions S NYS DNS
Assessment 2 S NYS DNS

Customer service project

Customer complaint resolution project

Customer service report
Final Assessment Result for this unit C / NYC
C=Competent NYC= Not Yet Competent S= Satisfactory NYS= Not Yet Satisfactory DNS= Did Not Submit
Feedback:
Any Adjustment Made to The Assessment:
Student Declaration: I declare that this work has been completed by me

honestly and with integrity and that I have been assessed in a fair and
flexible manner. I understand that the Institute’s Student Assessment, Assessor Declaration: I declare that I have conducted a fair,
Reassessment and Repeating Units of Competency Guidelines apply to valid, reliable and flexible assessment with this student, and I
these assessment tasks. have provided appropriate feedback.
Name: ______________________Prabin Sunuwar
_____________________ Name: _________________________________
Signature: _________prabin Signature: ______________________________
______________________________ Date: ____/_____/_____
Date: ___20_/9_____/2023_____
Administrative use only
Entered onto Student Management Database q ________________

Date Initials
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SITXCCS007 Enhance customer service experiences Student Assessment

Assessment Type Assessment – 4 Time allowed 2 weeks

Assessment for this unit

Preparing for assessment

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

 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)

 responding to written questions.

Assessment Task 4: Customer service report

Information for students

 your learning resources and other information for reference

 your Customer Service Policy and Procedures

 your Customer Service Report Template

 your Feedback Register Template.

Ensure that you:

 adhere with your RTO’s submission guidelines

 answer all questions completely and correctly

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

 submit a completed cover sheet with your work

 avoid sharing your answers with other students.

 where this task should be completed

 how your assessment should be submitted.

1. Seek customer feedback.

Subject: Seeking Your Valuable Feedback!

2. Send an email to Jason (your assessor).

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

Subject: Your Feedback Matters!

1. Did your coaching sessions meet your goals?

3. Send an email to Samiya (your assessor).

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

4. Update the Feedback Register.

5. Develop a customer service report.

Then develop a report that includes:

 Outline of potential solutions to address feedback and complaints.

Use the Customer Service Report Template to guide your work.

Customer Service Report

Purpose of the Report:

Number of Complaints and Feedback During the Specified Period:

Analysis of Feedback and Complaints:

Provision of Products and Services:

Positive Feedback: Customers appreciated the relevance of the coaching sessions

Potential Solutions to Address Feedback and Complaints:

Scheduling Improvement: Implement a more efficient scheduling system to

Provision of Products and Services: 4. Diversified Formats: Introduce additional

Enhanced Scheduling Options: Provide more flexible scheduling options to

By focusing on improving scheduling efficiency, communication, consistency, and

Customer Service and Events Manager Aus Biz Coaching

6. Send an email to the Managing Director (your assessor).

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

Subject: Customer Feedback Summary and Improvement Plan

Customer Service Report

7. Send an email to Jason (your assessor).

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

I hope you're well. We appreciate your trust in Aus Biz Coaching.

Thank you for choosing us.

Signature: _prabin Signature: ______________________

____________________________ Date: /_/___