An appeal in writing is made to the Academic Manager providing reasons for re-assessment /appeal. Academic Manager will delegate another member to review the assessment.Assignment 1 Focus Organization Profile The student will be advised of the review result done by another assessor. If the student is still not satisfied and further challenges the decision, then a review panel is formed comprising the lecturer/trainer in charge and the Academic Manager or if need be an external assessor. The Institute will advise the student within 14 days from the submission date of the appeal. The decision of the panel will be deemed to be final. If the student is still not satisfied with the result, he / she has the right to seek independent advice or follow external mediation option with nominated mediation agency. Any student who fails a compulsory subject or appeals unsuccessfully will be required to re-enrol in that subject. The cost of reassessment will be borne by the Institute. The external assessor will base his/her judgement based on principles of assessment. These principles require assessment to be reliable, fair, practical and valid.
Academic Appeals: If you are dissatisfied with the outcome of the re-evaluation process, you have a right to appeal through academic appeals handling protocol. To appeal a decision, the person is required to complete the TKL- Request for Appeal of a Decision form with all other supporting documents, if any. This form is available via our website. The completed Request for Appeal form is to be submitted to the Student Support Officer either in hard copy or electronically via the following contact details: Student Support Officer, TKL College Suite 707, Level 7 159-175 Church Street, Westfield Shopping Centre, Parramatta, NSW 2150 , Email: [email protected] The notice of appeal should be in writing addressed to the Chief Executive Officer and submitted within seven days of notification of the outcome of the re-evaluation process. If the appeal is not lodged in the specified time, the result will stand and you must re-enrol in the unit. In emergency circumstances, such as in cases of serious illness or injury, you must forward a medical certificate in support of a deferred appeal. The notice of appeal must be made within three working days of the concluding date shown on the medical certificate. The decision of Chief Executive Officer will be final. Student would then have the right to pursue the claim through an independent external body as detailed in the students’ complaint / grievance policy. SITXCCS015 Providing lost and found services
Plagiarism: Plagiarism means to take and use another person’s ideas and or manner of expressing them and to pass them off as your own by failing to give appropriate acknowledgement. This includes material sourced from the internet, RTO staff, other students, and from published and unpublished work. Plagiarism occurs when you fail to acknowledge that the ideas or work of others are being used, which includes: Collusion: Collusion means unauthorised collaboration on assessable work (written, oral or practical) with other people. This occurs when a student presents group work as their own or as the work of someone else. Collusion may be with another RTO student or with individuals or student’s external to the RTO. This applies to work assessed by any educational and training body in Australia or overseas. Collusion occurs when you work without the authorisation of the teaching staff to: with one or more people to prepare and produce work Both collusion and plagiarism can occur in group work. For examples of plagiarism, collusion and academic misconduct in group work please refer to the RTO’s policy on Academic integrity, plagiarism and collusion. Plagiarism and collusion constitute cheating. Disciplinary action will be taken against students who engage in plagiarism and collusion as outlined in RTO’s policy. Proven involvement in plagiarism or collusion may be recorded on students’ academic file and could lead to disciplinary SITXCCS015 Providing lost and found services
Assessment Requirements
You are required to complete and pass every task in the assessment in order to be deemed competent.
Assessment Schedule
TaskDue DateStudent SignatureTrainer SignatureComments Task 1-4Week SITXCCS015 Providing lost and found services
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.
For you to be assessed as competent, you must successfully complete four assessment tasks:
Assessment Task 1: Knowledge questions
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.
Assessment informationInformation 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 completedthe maximum time allowed for completing this assessment taskwhether 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.SITXCCS015 Providing lost and found services
Provide answers to all of the questions below.
MethodHow it can help compensate dissatisfied customersNegotiating 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 SITXCCS015 Providing lost and found services
SITXCCS015 Providing lost and found services
Student’s name: Did the student provide a sufficient and clear answer that addresses the suggested answer for the following?Completed successfully?CommentsYesNoQuestion 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 SITXCCS015 Providing lost and found services
Assessor Feedback:Assessor name: Assessor signature and Date: SITXCCS015 Providing lost and found services
Assessment Task 2: Customer service project
Tasks required for this unit This unit of competency requires that you:Instructions for how you will complete these requirements are included below.SITXCCS015 Providing lost and found services
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 experienceDetermine 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 serviceIdentify 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 relationshipsProvide 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 attachedan email to first customer an email to event meeting staffa confirmation email to the first customera confirmation email to the second customer follow up emails for the second customeran 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!
SITXCCS015 Providing lost and found services
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.SITXCCS015 Providing lost and found services
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: Demonstrate effective interpersonal skills including: 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.SITXCCS015 Providing lost and found services
Use the Customer Record Sheet Template to record these. Save the file as Customer Record Sheet.SITXCCS015 Providing lost and found services
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.SITXCCS015 Providing lost and found services
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.SITXCCS015 Providing lost and found services
Organise a meeting for the staff that would be required to meet the customer’s needs. You will need to meet with the: The meeting should express the client’s requirements and special needs.SITXCCS015 Providing lost and found services
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: 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:SITXCCS015 Providing lost and found services
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.SITXCCS015 Providing lost and found services
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.SITXCCS015 Providing lost and found services
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.
Draft 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.SITXCCS015 Providing lost and found services
Draft 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.
Draft 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.SITXCCS015 Providing lost and found services
Draft 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.SITXCCS015 Providing lost and found services
Has the following been completed?Completed successfully?CommentsYesNoThe 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. SITXCCS015 Providing lost and found services
Assessor Feedback: Assessor name: Assessor signature and Date: SITXCCS015 Providing lost and found services
Assessment Task 3: Customer complaints resolution project
Tasks required for this unit This unit of competency requires that you:Instructions for how you will complete these requirements are included below.SITXCCS015 Providing lost and found services
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. 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: 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; You will need to complete each activity and submit the required documents at the end of each step completed. Tips for completing your activities Most importantly, ask for help if you are having trouble!
SITXCCS015 Providing lost and found services
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 customerLog 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.
Draft 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 letterCustomer Complaint Outcome LetterUpdated Complaints Register
Has the following been completed?Completed successfully?CommentsYesNoRespond 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.
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