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Qualification Code/Title	SIT40521 Certificate IV in Kitchen Management
Assessment Type	Assessment -01 (Knowledge Questions) Assessment- 02 (Project Portfolio)		Time allowed
Due Date		Location		AHIC		Term / Year

 

Unit of Competency
National Code/Title	SITXCCS015 Enhance customer service experiences

 

Student Details
Student Name		Student ID

 

Student Declaration: I declare that the work submitted is my own, and has not been copied or plagiarised from any person or source.

Signature: ____________________________ Date: _____/______/__________

 

Assessor Details
Assessor’s Name
Assessment 1 Result (Please Circle)	SATISFACTORY	NOT SATISFACTORY
Assessment 2 Result (Please Circle)	SATISFACTORY	NOT SATISFACTORY
Assessment 3 Result (Please Circle)	SATISFACTORY	NOT SATISFACTORY
Assessment 4 Result (Please Circle)	SATISFACTORY	NOT SATISFACTORY

Feedback to student:

Student Declaration: I declare that I have been assessed in this unit, and I have been advised of my result. I am also aware of my appeal rights.		Assessor Declaration: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback.
Signature		Signature
Date		Date

 

SITXCCS015

Contents

 

 

 

 

 

 

Introduction

Welcome to the Student Assessment Tasks for SITXCCS015 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

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 role-plays with two internal and two external 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 Blue Healer Resort and Spa.

 

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.

 

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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 B of the Student User Guide. However, if your RTO has provided you with an assessment cover sheet, please ensure that you use that.

 

 

Questions

Provide answers to all of the questions below.

List three strategies for enhancing a customer’s service experience.

 

 

 

List three benefits of enhanced customer service experiences.

 

 

 

List three principles of positive communication.

 

 

 

List three benefits of positive communication.

 

 

 

Explain three techniques that can be used when providing services to customers to anticipate their preferences, needs and expectations.

 

 

 

Explain two conflict resolution techniques that can be used when providing customer service.

 

 

 

Explain how feedback from staff and customers can be used to enhance customer service.

 

 

List and describe five extras and add-ons that can be used to enhance a customer’s experience. Provide examples to explain your answer.

 

 

 

Thinking about the qualification you are studying and the industry sector that you would like to work in, answer each of the following questions:

Describe at least three professional service standards and protocols for staff.

 

 

 

Describe at least three attitudes and attributes that you will you require to work with customers in the industry sector you have chosen.

 

 

 

Describe at least three key customer service needs and expectations in the industry.

 

 

 

Describe two types of customer loyalty programs that exist.

 

 

 

Describe how customer databases are used in this industry. List three essential features that the database should include.

 

 

 

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?

 

Describe key features of its customer service policies and procedures.

 

 

 

Summarise its complaint handling policies and procedures.

 

 

 

Outline three promotional services offered by the company.

 

 

Explain the best practice process that a company should follow for responding to the following common customer complaints:

incorrect pricing or quotes

 

 

 

delays or errors in providing products or services

 

 

 

misunderstanding of customer requests

 

 

 

escalated complaints or disputes

 

 

 

 

other team members or suppliers not providing special requests

 

 

 

misunderstandings or communication barriers

 

 

 

unmet expectations of, or problems or faults with, a service or product.

 

 

 

Explain how the following methods can help to compensate dissatisfied customers.

Method	How it can help compensate dissatisfied customers
Negotiating with suppliers on customer behalf to gain reduced rates or extra services
Providing some or all services free of charge or at a reduced rate.
Providing discount vouchers to attend at a future time or inexpensive add-on products such as small gifts.
Special attention 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:

Legal and regulatory requirements in relation to consumer law
Can the organisation actually provide the compensation?
Do you have the authority to resolve the complaint?
Policies and procedures

 

Different cultural groups have different needs and expectations around customer service. Describe the importance of considering the cultural needs of your customers in relation to the following:

modes of greeting, farewelling and conversation

 

 

 

body language and body gestures

 

 

 

formality of language

 

 

 

clothing expectations for customer service staff

 

 

 

Explain each of the following methods of collecting feedback:

surveys

 

 

 

interviews

 

 

 

structured questioning

 

 

 

observation of customers

 

 

 

casual discussion

 

 

 

Explain three communication techniques. Including the key features of each.

 

 

 

Explain three types of communication equipment that can be used in customer service.

 

 

 

Assessment Task 1: Checklist

Student’s name:
Did the student provide a sufficient and clear answer that addresses the suggested answer for the following?	Completed successfully?		Comments
	Yes	No
Question 1
Question 2
Question 3
Question 4
Question 5
Question 6
Question 7
Question 8
Question 9a
Question 9b
Question 9c
Question 9d
Question 9e
Question 10a
Question 10b
Question 10c
Question 10d
Question 11a
Question 11b
Question 11c
Question 11d
Question 11e
Question 11f
Question 11g
Question 12
Question 13a
Question 13b
Question 13c
Question 13d
Question 14a
Question 14b
Question 14c
Question 14d
Question 15a
Question 15b
Question 15c
Question 15d
Question 15e
Question 16
Question 17
Task outcome:	Satisfactory				Not satisfactory
Assessor signature:
Assessor name:
Date:

 

Assessment Task 2: Customer service project

Information for students

Tasks required for this unit This unit of competency requires that you: identify customer requirements and provide professional and personalised customer service experiences to two different internal and two different external customers to meet requirements

apply effective communication techniques with the above internal and external customers, including at least one with special needs

provide above service to above customers in line with organisational customer service standards and within designated organisational response times.

Instructions for how you will complete these requirements are included below.

 

Activities

Complete the following activities.

Carefully read the following information.

	Blue Healer Resort and Spa is made up of five areas: food and beverage, wellness, meeting rooms, accommodation, and administration. Each area has its own full-time manager. The restaurant is large enough to feed over 100 people three meals each day. There are four full-time kitchen staff, and the rest of the staff are hired on a casual basis to cater for functions and retreats. There is accommodation for 80 people in twin and double rooms. Surrounding hotels provide further accommodation when needed. There are four meeting rooms of various sizes, and these can be opened up to make one large room for functions such as weddings and courses. There is also a service area where computers and printers can be accessed. The wellness area has two saunas, a steam room, three warm water spas, four massage rooms and four consultation rooms where naturopathic consultations and facial treatments are performed. The spa runs continuously, mostly due to locals and tourists visiting, whether a course is running or not. Reception includes the front desk and the office where the accounts are done and records kept. It is an open plan office with five staff workstations. 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. What do I need to demonstrate? During your practical assessments you will be required to demonstrate a range of the skills and knowledge that you have developed during your course. These include: Provide a quality service experience Determine and confirm customer preferences, needs and expectations. Advise customers about appropriate products and services to meet their needs. Anticipate customer preferences, needs and expectations throughout the service experience. Promptly provide products and services with professional and personalised service to meet individual preferences. Offer extras and add-ons and provide tailored and additional products and services. Check actioning of special requests before customer delivery. Liaise with team members and suppliers to ensure efficient service delivery. Share customer information with team members to ensure quality service. Proactively respond to difficult service Identify problems with products and services and take immediate action to address before provision to customer. Anticipate delays in product and service provision and regularly update customer on expected outcomes. Advise customers of alternative products and services. Proactively compensate for service difficulty in line with own level of responsibility and organisational policy. Provide ongoing internal feedback on service issues and suggest improvements. Develop customer relationships Provide personalised service to customers in a professional manner that builds repeat business. Provide tailored products and services based on customer profile. How will I provide evidence? Your assessor will provide you with templates to complete each task. You will find some detailed information about providing evidence; this will include; an email to referral staff with updated Customer Record Sheet attached an email to first customer an email to event meeting staff a confirmation email to the first customer a confirmation email to the second customer follow up emails for the second customer an email outlining delay to service provision an email providing internal feedback on service issues. You will need to complete each activity and submit the required task at the end of each step completed. Tips for completing your activities Read through this assessment and each task before you get started and make sure you understand what you need to do. If you are unsure, speak to your assessor and/or supervisor. Stay up to date! Stay in touch with your assessor. Ask questions, raise issues, check in, communicate. Most importantly, ask for help if you are having trouble!

Prepare for the role-play.

Read the case study information provided above, as well as the List of Services that Blue Healer Resort and Spa provides to identify the services that may suit each customer. Read the Customer Service Policy and Procedures to ensure that you understand procedures to be followed including answering enquiries and seeking input from other staff members as required, as well as recording customer details and privacy requirements. The role-play will be completed twice, once each 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 role-play each customer and advise you of the time and date for the assessment tasks.

Provide customer service over the telephone.

Now participate in the two customer role-plays at the date and time specified by your assessor and complete the following activities noting that your assessor will role-play 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 Blue Healer Resort and Spa that may be suitable for the customer, offering extras 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 clearly and accurately responding to questions using 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 in Task 3 below.

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.

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.

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. List general prices for the meeting room, accommodation, cost for the function and meals to Jason. You need to confirm if Jason would like to book. The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

 

Prepare for the Event Meeting role-play.

Organise a meeting for the staff that would be required to meet the customer’s needs. You will need to meet with the: Event Coordinator Front office Manager Restaurant Manager Head Chef Maintenance Manger The meeting should express the client’s requirements and special needs.

Event Meeting role-play.

Begin the meeting by welcoming the participants and giving a summary of the client’s needs and any special requests. For the purpose of this assessment the roles of: the Event Coordinator the Front office Manager the Restaurant Manager the Head Chef the Maintenance Manager Will be played by your fellow students and your Assessor. The next step is to establish each person’s role in the conference and what they are required to achieve. Also, be aware that the other students at the meeting will be conducting a meeting on the same topic within a short time of you conducting yours. During the meeting, you are required to demonstrate effective communication skills including: using a warm and friendly tone to build rapport speaking clearly asking questions clearly and concisely clearly and accurately responding to questions use active listening techniques.

 

Email to staff.

Email all of the staff that attended the Event Meeting to confirm the outcomes of the meeting. The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. The email should clearly state the client’s details.

Send an email to Jason (your Assessor).

When you have received a reply from the staff that attended the meeting to confirm the customer’s bookings, write to the first customer with a confirmation email and information on his point of contact. 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.

Send an email to Jennifer (your Assessor).

When you have received a reply from the Spa Manager, 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. Let Jennifer know that the Spa will contact her directly to discuss spa treatments and availability. This email should be sent within the guidelines as set out in the Customer Service Policy and Procedures.

Send an email to Reception (your Assessor).

Email reception to confirm that the second customer’s booking will be in a quiet area of the accommodation and that a box of chocolates and roses will be placed in the room before check-in. The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

Send an email to the Spa (your Assessor).

Email the spa to confirm that customer 2 is booked for treatments. The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

Send an email to Jennifer (your Assessor).

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. Inform the customer of the problems with the services as set out in the return email from the Spa. Advise the customer about the alternative services that are being offered. Also, suggest a way that the company can compensate the customer for the service difficulty.

Send an email to the Spa (your Assessor).

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. The objective of the email is to provide internal feedback on service issues and suggest improvements to the system.

 

 

Assessment Task 2: Checklist

Student’s name:
Has the following been completed?		Completed successfully?		Comments
		Yes	No
The student has answered the telephone according to company procedures.
The student has assisted customers to determine their preferences, needs and expectations.
The student has provided advice to customers about products and services to meet their needs.
During the phone call, the student has used effective interpersonal skills.
The student has recognised the need to refer enquiries to others.
The student has correctly recorded customer details in the customer record sheet.
The student has provided products and services with professional and personalised service that will meet individual preferences.
The student has shared information with the team to ensure quality service.
The student has provided products and services with professional and personalised service that will meet individual preferences.
The student has offered extras/add-ons tailored to the customer’s needs.
The student has responded to potential customers within the guidelines as set out in the Customer Service Policy and Procedures.
The student has checked actioning of the customer’s special requests.
The student has liaised with team members to ensure efficient service delivery.
The student has shared customer information with team members to ensure that quality service is provided.
The student has identified problems with providing the services and address these before provision to the customer.
The student has anticipated delays in product and service provision and updated the customer on expected outcome.
The student has advised customer of alternative products and services.
The student has proactively compensated for service difficulty in line with own level of responsibility.
The student has provided internal feedback on service issues and suggest improvements.
Task outcome:	Satisfactory					Not satisfactory
Assessor signature:
Assessor name:
Date:

 

Assessment Task 3: Customer complaints resolution project

Information for students

Tasks required for this unit This unit of competency requires that you: apply procedures to respond to and resolve three different customer complaints according to organisational policies and procedures

provide above service to above customers in line with organisational customer service standards and within designated organisational response times.

Instructions for how you will complete these requirements are included below.

 

 

Activities

Complete the following activities.

Carefully read the following information.

This assessment task requires you to handle a customer complaint in the role of Customer Service Manager for Blue Healer Resort and Spa. 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 Email Complaint Outcome Letter Template Complaints Register Template Refund Policy. What do I need to demonstrate? During your practical assessments you will be required to demonstrate a range of the skills and knowledge that you have developed during your course. These include: Resolve customer complaints. Use questioning techniques to establish and agree on nature, possible cause, and details of the complaint. Assess impact of complaint on customer. Take responsibility for resolving complaints in a professional manner and using communication techniques to assist in their management. Determine options to resolve complaints and promptly analyse and decide on optimal solutions, taking organisational constraints into account. Act swiftly to resolve complaints and prevent escalation, in consultation with customer and to customer satisfaction. Turn complaints into opportunities to demonstrate high quality customer service. Provide internal feedback on customer complaints and feedback and required follow-up in order to avoid future occurrence. Review and evaluate complaints and solutions to enhance response to future issues.   How will I provide evidence? Your assessor will provide you with templates to complete each task. You will find some detailed information about providing evidence; this will include; an email with the following attachments: a Complaint Acknowledgement Letter a Customer Complaint Outcome Letter an updated Complaints Register. You will need to complete each activity and submit the required documents at the end of each step completed. Tips for completing your activities Read through this assessment and each task before you get started and make sure you understand what you need to do. If you are unsure, speak to your assessor and/or supervisor. Stay up to date! Stay in touch with your assessor. Ask questions, raise issues, check in, communicate. Most importantly, ask for help if you are having trouble!

Handle customer complaint 1.

The customer (your Assessor) will call you complaining about the conference that was held at the resort. You will need to: Answer the telephone in accordance with company policy. Respond to the customer in accordance with the company’s complaint 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 the customer. Log the details of the complaint in the complaint register (once you have completed the first three activities in this task, 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.

 

Handle customer complaint 2.

The customer will role-play complaining about the noise of their neighbours in the next room. For the purpose of this role-play the customer will be a fellow student. The customer will need to provide their details and their room number (22). You will need to: 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 the customer. Log the details of the complaint in the complaint register (once you have completed the first three activities in this task, you will send the completed register to your assessor). Calmly advise the customer that the complaint will be recorded and provide the customer with a solution to the complaint.

Handle customer complaint 3.

A customer (your Assessor) has emailed a complaint. You will need to: Respond to the customer in accordance with the company’s complaint 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 the first three activities in this task, you will send the completed register to your assessor). Advise the customer that the complaint will be recorded and actioned as per the company’s policy. Briefly explain the company policy and provide alternative resolutions and compensation.

Submit your completed Complaints Register to your Assessor.

Acknowledge complaints.

Following the phone call, face to face and email complaints, you are required to action and resolve the complaints as set out in the company’s complaint policy or action within your role and responsibilities. Use the Complaint Acknowledgement Letter Template to guide your writing of the three letters to each customer.

Inform customers of the outcome of the complaint.

For customer 1, you are advised that you may not refund the customer’s money on the function meals but that you will not charge for the meeting room. For customer 2, you will inform the customer that you have spoken to the noisy neighbours and explained the noise policy. You should also apologise for the inconvenience of having to move rooms. Confirm that the new room is to their liking. For customer 3, you will inform them that meal vouchers and a room upgrade will be provided for their next stay as compensation. Write formal letters advising the customers of the outcome of the complaint. Use the 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.

Update the Complaints Register.

Include as much detail as you can in the register.

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

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should introduce and summarise the contents of the attachments. The email text should also give the nature, possible cause, and details of the complaints, as well as the impact that they have had on the customer. It should also endeavour to describe how such complaints could be avoided in the future and recommend solutions to resolve the issues. 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

 

Assessment Task 3: Checklist

Student’s name:
Has the following been completed?		Completed successfully?		Comments
		Yes	No
Respond to and resolve customer 1 complaint.
The student has used questioning techniques to establish and agree on nature, possible cause, and details of the complaint.
The student has acted swiftly to resolve complaints and prevent escalation in consultation with customer.
The student has determined options to resolve complaints and decide on optimal solutions, taking organisational constraints into account.
The student has taken responsibility for resolving complaints in a professional manner.
The student has resolved complaints using appropriate communication techniques.
The student has provided internal feedback on customer complaints and feedback.
The student has provided the required follow-up in order to avoid future occurrence of the complaint.
The student has reviewed and evaluated complaints and solutions to enhance the organisation’s response to similar issues in the future.
The student has assessed the complaint’s impact on the customer.
The student has turned complaints into opportunities to demonstrate the organisation’s high-quality customer service.
Respond to and resolve customer 2 complaint.
The student has used questioning techniques to establish and agree on nature, possible cause, and details of the complaint.
The student has acted swiftly to resolve complaints and prevent escalation in consultation with customer.
The student has determined options to resolve complaints and decided on optimal solutions, taking organisational constraints into account.
The student has taken responsibility for resolving complaints in a professional manner.
The student has resolved complaints using appropriate communication techniques.
The student has provided internal feedback on customer complaints and feedback.
The student has provided the required follow-up in order to avoid future occurrence of the complaint.
The student has reviewed and evaluated complaints and solutions to enhance the organisation’s response to similar issues in the future.
The student has assessed the complaint’s impact on the customer.
The student has turned complaints into opportunities to demonstrate the organisation’s high-quality customer service.
Respond to and resolve customer 3 complaint.
The student has acted swiftly to resolve complaints and prevent escalation in consultation with customer.
The student has determined options to resolve complaints and decided on optimal solutions, taking organisational constraints into account.
The student has taken responsibility for resolving complaints in a professional manner.
The student has resolved complaints using appropriate communication techniques.
The student has provided internal feedback on customer complaints and feedback.
The student has provided the required follow-up in order to avoid future occurrence of the complaint.
The student has reviewed and evaluated complaints and solutions to enhance the organisation’s response to similar issues in the future.
The student has assessed the complaint’s impact on the customer.
The student has turned complaints into opportunities to demonstrate the organisation’s high-quality customer service.

 

Task outcome:	Satisfactory	Not satisfactory
Assessor signature:
Assessor name:
Date:

 

 

Assessment Task 4: Customer service report

Information for students

Tasks required for this unit This unit of competency requires that you: seek formal and informal feedback from customers on quality of service.

Instructions for how you will complete these requirements are included below.

 

 

Activities

Complete the following activities.

Carefully read the following information.

It is almost two months since both Jennifer and Jason stayed with the resort Review the Customer Service Policy and Procedures to determine how you should undertake the regular customer satisfaction review. What do I need to demonstrate? During your practical assessments you will be required to demonstrate a range of the skills and knowledge that you have developed during your course. These include: Develop customer relationships. Promote repeat business by offering promotional services according to individual empowerment and organisational policy. Maintain customer profiles to enhance service delivery. Provide personalised service to customers in a professional manner that builds repeat business. How will I provide evidence? Your assessor will provide you with templates to complete each task. You will find some detailed information about providing evidence; this will include; emails asking for feedback an email with the following attached: Completed Feedback Register Customer Service Report two emails promoting repeat business to each customer. You will need to complete each activity and submit the required task at the end of each step completed. Tips for completing your activities Read through this assessment and each task before you get started and make sure you understand what you need to do. If you are unsure, speak to your assessor and/or supervisor. Stay up to date! Stay in touch with your assessor. Ask questions, raise issues, check in, communicate. Most importantly, ask for help if you are having trouble!

Seek customer feedback.

Develop an email that could be sent to customers seeking feedback about their experience with Blue Healer Resort and Spa.

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 Blue Healer Resort and Spa. Your assessor will respond to you in the role of Jason.

Send an email to Jennifer (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 Jennifer’s experience with Blue Healer Resort and Spa. Your assessor will respond to you in the role of Jennifer.

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.

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.

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

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should introduce and summarise the contents of the 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.

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

Send an email to Jennifer (your assessor).

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should promote repeat business by offering the services described by the Managing Director.

 

 

Assessment Task 4: Checklist

Student’s name:
Has the following been completed?		Completed successfully?		Comments
		Yes	No
The student has provided internal feedback on customer feedback and required follow up.
The student has promoted repeat business by offering promotional services as set out by the Managing Director.
The student has maintained customer profiles to enhance service delivery.
The student has provided personalised service to customers in a manner that builds repeat business.
Task outcome:	Satisfactory					Not satisfactory
Assessor signature:
Assessor name:
Date: