SITXCCS008 Student Assessment Tool

DEVELOP AND MANAGE
QUALITY CUSTOMER
SERVICE PRACTICES
SITXCCS008
Student Assessment Tool

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Assessment Summary Sheet

Unit SITXCCS008 Develop and manage quality customer service practices
Pre-Requisite Units NIL
Student Name
Student I.D. Number

Result
Please attach assessment evidence to this form
S = Satisfactory
NS = Not Satisfactory
Final Assessment Result for this Unit
NA = Not Assessed
Date of assessment: Assessment 1 Short Answer Questions S | NS | NA
Date of assessment: Assessment 2 Case Study S | NS | NA
Date of assessment: Assessment 3 Observations S | NS | NA
Unit Outcome  Competent  Not Yet Competent  Not Assessed

Re-assessment Required  Yes  No
This form is to be completed by the assessor and used a final record of student competency.
All student submissions including any associated assessment cover sheets (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.
Assessor Feedback:
Student Declaration: Assessor Declaration:

I declare that the evidence I have submitted for this unit Assessor:
of competency is my own work and that: I declare that I have conducted a fair, valid, reliable and
 I have been assessed in this unit. flexible assessment of this assignment in accordance to the
 I have been provided with feedback. Principles of Assessment and the Rules of Evidence as
 I have been advised of my result. outlined in the Standards for RTOs 2015.
 I am aware of my appeal rights.
I have provided appropriate feedback. I also declare that I
have undertaken the indicated assessment integrity
checks:
 Check for plagiarism
 Check for Copying/Collusion/Authenticity (learner’s
Student name: ____________________ own work)
 Cheating or use of model answers
Signature: _____________________ Assessor name: ___________________
Signature: ____________________________
Date: ____/_____/_____ Date: ____/_____/_____
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Unit Summary
The purpose of assessment for this unit is to gather evidence of the student’s competence
against the elements, as well as skills and underpinning knowledge, required to Develop and
manage quality customer service practices.
This unit describes the performance outcomes, skills and knowledge required to develop, monitor
and adjust customer service practices. It requires the ability to consult with colleagues and
customers, develop policies and procedures for quality service provision, and manage the delivery
of customer service.
The unit applies to senior managers who operate independently, have responsibility for others
and are responsible for making a range of operational and strategic decisions.
This includes individuals working in a range of tourism, travel, hospitality and event contexts and
to any small, medium or large organisation.
No occupational licensing, certification or specific legislative requirements apply to this unit at the
time of publication.
Elements of the unit

1. Develop quality customer service practices.
2. Manage delivery of quality service.
3. Monitor and adjust customer service.
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Overview of Assessments
SITXCCS008 Develop and manage quality customer
service practices
There are three (3) assessment tasks in this unit, and you must complete all assessments
satisfactorily in order to be marked competent in this unit.
The assessment for SITXCCS008 consists of:
Assessment 1 – Short Answer Questions

You are required to address all questions to achieve competence. Your trainer will provide you with
instructions for time frames and dates to complete this assessment.
Once completed, carefully read the responses you have provided and check for completeness. Your
trainer will provide you with feedback and the result you have achieved.
Assessment 2 – Case Study

You are required to read through the case study and address all questions to achieve competence.
Your trainer will provide you with instructions for time frames and dates to complete this
assessment.
Once completed, carefully read the responses you have provided and check for completeness. Your
trainer will provide you with feedback and the result you have achieved.
Assessment 3 – Observations
You will be observed over four service periods, how you:
A. Implement developed policies and procedures

B. Communicate requirements with staff
C. Monitor service provisions and manage these efficiently
D. Evaluate each service instance and incorporate feedback into the next instance.
You are required to write a brief summary for each service instance, clearly outlining:
1. What worked well

2. What needs improvement
3. How you have evaluated each policy you have implemented
4. How was staff involved for the purpose of evaluation
5. How you will implement each identified change required into the following service instance.
Provide each summary to your trainer prior to each service instance. Your implementation of
procedures and requirements you have identified in each instance will be part of the assessment of
your performance.
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Information for Students

Please read all the information given to you when you receive this assessment guide. If you do not
understand any part of this assessment guide, please inform your assessor/trainer.
To achieve competency, you must satisfactorily complete all assessment tasks within the date and
time allotted by your assessor/trainer. This will demonstrate that you have all the required skills,
knowledge for this unit. An overview of the skills and knowledge to be assessed in this unit is
provided in this Assessment Guide.
Students who present copied or plagiarised assessments are considered participants in the act of
academic misconduct which would lead to disqualification of their submitted work. (Read the
section on Plagiarism and Assessment Dishonesty below.)
The assessments are intended to be equitable, fair and flexible. All the information, skills and
knowledge being assessed by the assessments has been based on theory and skills delivered to you
during classes and meet the requirements of the unit of competency.
Submitting Assessment Tasks
You must submit assessment tasks with the provided cover sheet.
ALL tasks must be completed in legible English. It is preferable that tasks submitted for assessment
are typed. Where this is not possible or where room is provided on a paper for short answers, you
must write clearly. Unreadable assessment tasks will be returned unmarked.
You must submit assessments on or before their due date. Extensions for individual assessment
tasks may be negotiated in specific circumstances according to NYC’s Policy and Procedures. To
arrange an extension, you must speak to your assessor prior to the due date. Extensions due to
illness will require a medical certificate. Extensions must be confirmed by trainers in writing.
Assessment Outcomes
There are two outcomes of assessments: S = Satisfactory and NS = Not Satisfactory (requires more
training and experience).
You will be awarded C = Competent on completion of the unit when your assessor is satisfied that
you have completed all assessments and have provided the appropriate evidence required to meet
all criteria. If you fail to meet this requirement you will receive the result NYC = Not Yet Competent
and will be eligible to be re-assessed in accordance with the NYC’s policies and procedures.
Re-assessment
Students will be allowed to sit for up to two further attempts at a practical assessment item or test
question for which the outcome is Not Satisfactory within the timeframe of a course (unit of
competency). Students judged as NS in an assessment will be allowed to resubmit if they have
attended all practical classes for the related unit.
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Student Access to Records

Students have the right to access current and accurate records of their participation and results at
any time. You may request to see your results or attendance sheets from Administration on request.
You will be required to show proof of identification.
Support
You may seek clarification about any assessments at any time from your assessor. Your assessor will
only assist or intervene during an assessment if there is a risk of injury to yourself or one of your
class members.
Adjustments for students with special needs
Students who have special needs may be allowed reasonable adjustment in line with the NYC’s
Policies and Procedures. This means that there may be modifications to the way in which evidence
of your competence is gathered. However, it will not change the standards or outcomes you must
achieve. It could include alternate methods of assessment the assist the student.
If you consider that you need any special considerations in relation to assessment of the unit, please
contact the Course Coordinator.
Appeals
If you are not happy with your results:
1. Your assessment may be reassessed upon appeal
2. Your assessor/trainer may provide you with alternate options of assessment in order to gain
competency depending on initial results
3. If you are still unhappy about your assessment results after following the steps mentioned
above, you may submit a formal complaint in accordance with NYC’s Complaints and Appeals
Policy.
Plagiarism and Assessment Dishonesty
The New York College (NYC) is committed to ensuring that all students behave with integrity when
undertaking an assessment. Therefore, it is essential that you understand the principles underlying
assessment integrity and behave in a manner according to these principles.
Please read the following information and please ensure you have access to and have read the
plagiarism and assessment dishonesty policy. This policy can be found on the NYC’s website and is
also discussed in your induction prior to commencing the course.
What is Plagiarism and Assessment Dishonesty?
Plagiarism is copying, paraphrasing or summarising, without appropriate acknowledgement, the
words, ideas, scholarship and intellectual property of another person. This remains plagiarism
whether or not it is with the knowledge or consent of that other person. Plagiarism has also taken
place when direct use of others' words is not indicated, for example by inverted commas or
indentation, in addition to appropriate citation of the source.
Each individual student is responsible for ensuring that they are fully informed about methods of
acknowledgement appropriate to any piece of assessable work that they submit.
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Assessment dishonesty includes plagiarism, collusion, the fabrication or deliberate

misrepresentation of data, and failure to adhere to the rules regarding examinations in such a way
as to gain unfair assessment advantage.
Collusion is the involvement of more than one individual in an instance of assessment dishonesty. All
parties involved in such collusion are in breach of the principles of assessment honesty (unless there
is good evidence of innocent involvement). "Collusion" needs to be distinguished from
"collaboration", defined for the purposes of this document as work jointly undertaken and
produced.
Incidence of Plagiarism or Assessment Dishonesty

If the New York College believes any act of plagiarism and assessment dishonesty has occurred, the
student/s will be contacted and will be given an opportunity to explain their case. Should this be
repeated the student will be penalised. Penalties include re-submitting the assessment task or unit
and for repeated offences, re-sitting the unit at student’s own cost or cancellation of enrolment.
How information will be handled: All information regarding an incident of plagiarism or assessment
dishonesty will be recorded as per NYC’s Plagiarism and Assessment Dishonesty Policy. Only relevant
staff members will be given access to the information as required by state and federal privacy laws.
I have read and understand the information provided above and also understand and accept that
any act of plagiarism and academic dishonesty may have penalties including cancellation or
suspension of my enrolment with New York College. I further declare that:
 All assessment work submitted for this unit competency is my own original work and plagiarism
and collusion has not occurred.
 Assessment work is not copied nor has not been submitted for any other unit/course.
 I have taken proper care and effort to ensure my work has not been copied by another person.
 I understand the consequences of engaging in plagiarism as described in NYC’s Plagiarism and
Assessment Dishonesty Policy and I have obtained and read the Plagiarism and Assessment
Dishonesty Policy.
Student Signature: ............................................................... Date: ....../....../.......
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Assessment Cover Sheet

ASSESSMENT 1: Short Answer Questions
Student Name
Student I.D. Number
Unit(s) of Competency and Code(s) SITXCCS008 Develop and manage quality customer
service practices
Trainer/Assessor
Assessment Task Short Answer Questions
Date of Assessment
Assessment
Outcome
 Satisfactory  Not Satisfactory  Not Assessed
Comments /Feedback
Statement of Authenticity
I acknowledge that I understand the requirements to complete the assessment tasks
The assessment process including the provisions for re-submitting and academic appeals were
explained to me and I understand these processes
I understand the consequences of plagiarism and confirm that this is my own work and I have
acknowledged or referenced all sources of information I have used for the purpose of this
assessment
I have made a photocopy or electronic copy or photograph of my assessment task, which I can
produce if the original is lost.
Student Signature: Date: / /201

I declare that I have conducted a fair, valid, reliable and flexible assessment with this student,
and I have provided appropriate feedback. I also declare that I have undertaken the indicated
assessment integrity checks.
Assessor Signature: Date: / /201
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RECEIPT OF LODGEMENT
Student Name Student ID
Unit: SITXCCS008 Develop and manage quality Assessment Short Answer Questions
customer service practices
Trainer Name Date submitted:
Received by: Signature: Date received:
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Assessment Guidelines
Assessment Method
The following assessment is written assignment to be completed in NYC’s classroom.
The student must complete all 30 questions and tasks.
Submission instructions
The student is to submit the completed assessment with all answers to the trainer.
Ensure that the student includes the assessment cover sheet and signs the declaration section.
The assessment task is due on the date specified by the assessor.
Assessment conditions
This is an individual written assessment.
This is a closed book assessment.
The student must complete this task independently.
This assessment will take approximately 3 hours to complete.
The student must complete this task in the space provided in this assessment tool. If the student needs
more space, please provide additional sheets and ask the student to attach those to this assessment tool.
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What will be assessed

The purpose of this assessment is to assess you underpinning knowledge to complete the tasks
outlined in the elements and performance criteria for this unit of competency and relating to the
following aspects:
principles of quality customer service

specific industry sector:
o professional service standards for service industry personnel
o attitudes and attributes expected by the service industries to work with customers
roles and responsibilities of management, supervisors and operational personnel in providing quality service
sources of information on current service trends and changes that affect service delivery
internal and external environmental changes and their effect on planning for quality customer service:
o changes in the competitive environment
o economic climate
o introduction of new technologies or equipment
o management changes and organisational restructures
o recruitment practices
o trends in customer service preferences
methods of formal and informal customer research:
o analysis of competitive environment and industry service trends
o customer service surveys
o customer focus groups
o qualitative or quantitative research
o seeking feedback from service delivery colleagues
o questioning customers
methods of implementing quality service provision:
o developing, implementing and monitoring customer service policies and procedures
o involving staff in the development of customer service practices
o evaluating staff and customer feedback
methods of assessing the effectiveness of customer service practices:
o examining overall business performance
o monitoring the ongoing effectiveness of:
staff in meeting customer service standards
policies and procedures in explaining practices
o reviewing numbers and nature of:
complaints
disputes
responses of customers
o reviewing customer satisfaction survey statistics
methods of obtaining feedback from customers:
o customer service discussions with employees during the course of each business day
o discussions with customers
o formal customer interviews
o regular staff meetings that involve service discussions
o seeking staff suggestions for content of customer service policies and procedures
o surveys of internal customers, external customers and staff
o improvements suggested by:
customers involved in complaints or disputes
suppliers
staff, supervisors and managers
industry schemes, accreditation schemes and codes of conduct aimed at improving customer service
areas where organisational policies and procedures assist in ensuring quality customer service:
o acknowledging and greeting customers
o complaint and dispute management
o authority for different level personnel to resolve complaints, disputes, service issues and customer
compensation
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o loyalty programs
o presentation standards for customer environment and customer service personnel
o pricing and service guarantees
o product quality
o refunds and cancellation fees
o response times
o staff training for:
customer service
technical skills
objectives, components and comprehensive details of consumer protection laws that relate to customer
service, and the business’ responsibility for:
o nominating and charging cancellation fees
o providing information on potential price increases
o providing refunds
o supplying products as described or substituting suitable products when unable
o formats for and content of policies and procedures.
Resource Requirements
Pen, Paper, computer with access to email, printer, teacher’s email address or as instructed otherwise.
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Assessment 1
Short Answer Questions
Your task: Provide a detailed response to each of the following questions.
1. Explain how informal and formal research can be used to develop quality customer service.
Provide an example for each research method.
Response
2. Why is it important to have an understanding of your competition in order to plan for quality
customer service?
Response
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3. When developing market knowledge, it is essential to have an awareness of how the market is
divided. Explain each of the following segments of the market. Provide examples of how each
segment can influence customer choices and trends.
Response
Demographic segmentation
Geographic segmentation
Psychographic segmentation
Behavioural segmentation
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4. Why is it crucial for a manager to have in-depth knowledge of internal and external business
environments to provide quality customer service? Provide 2 examples each, for internal and
external factors:
Response
5. Identify three ways you can obtain information about current trends in your industry.
Response
1.
2.
3.
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6. Explain businesses’ responsibilities under Consumer Protection Law and how it impacts on
customer service delivery.
Response
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7. Explain why it is important to have a clear refund and cancellation policy and what is required if
there are potential price increases.
Response
8. Describe the importance of providing accurate product information to customers in order to

provide quality customer service.
Response
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9. In order to provide quality customer service, it is important to establish your target market.
Provide 4 questions you should consider when developing a clear customer profile.
Response
1.
2.
3.
4.
10. Why is consistency crucial to providing quality customer service?
Response
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11. Describe five common principles of customer service in detail.
Response
1.
2.
3.
4.
5.
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12. Suggest three service standards to encourage quality customer service for your specific industry.
Response
1.
2.
3.
13. Describe 3 industry schemes aimed at improving customer service, including 1 relevant to your
work area
Response
1.
2.
3.
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14. Define continuous improvement and explain how this process contributes to effective customer
service.
Response
15. Explain why it is essential to have an effective complaint handling procedure.
Response
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16. If you are faced with an escalating complaint, why is it necessary to involve management?
Response
17. List three ways you can set a positive example for customer service as a manager.
Response
1.
2.
3.
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18. Why should specific preferences of regular customers be communicated and shared with all
staff?
Response
19. It is necessary for service standards to be communicated to and followed by both new and old
staff. Which policies and procedures can be used to assist in setting standards? Provide 3
examples.
Response
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20. List 10 examples of policies and procedures which are commonly used in organisations to set
standards for customer service:
Response
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
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21. How can changes in technology affect the business’ customer service practices?
Response
22. How can management changes and organisational restructures affect the business’ customer
service practices?
Response
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23. Describe three methods of formal and informal customer research you can implement to
determine your existing level of customer service.
Response
1.
2.
3.
24. You are reviewing feedback received from customers. List 4 aspects you will review and what
this would involve to evaluate responses critically.
Response
1.
2.
3.
4.
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25. While you are working a shift, you witness an employee get into an argument with a customer
regarding a delay in service. You record the incident and notice that there has recently been an
increasing number of disputes between staff members and customers. What would this indicate
to you in terms of processes in place and processes potentially lacking?
Response
26. In order to improve the quality of customer service delivered by a business, the existing level of
service must be determined. List 4 ways of obtaining customer feedback about your level of
service:
Response
1.
2.
3.
4.
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27. List 2 things that must occur when a change or improvement needs to be implemented:
Response
1.
2.
28. Why is it important to communicate your policies and procedures to your staff and customers?
Response
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29. List 3 common ways to make your policies and procedures readily available to your customers?
Response
1.
2.
3.
30. Answer the following questions in relation to the data report below:
The following data report provides you with a summary of customer surveys that were recently
conducted for the “Coloured Sands Resort”. There were 200 customers who participated in this
survey. Each customer was provided with a questionnaire. The data was analysed and entered in the
format below to provide a summary report.
You are required to review the summary, check the accuracy of figures and perform simple
calculations to reflect percentages. Analyse the provided data and identify areas that need further
improvement and actions by answering all questions below.
Scale Reception Room Service Restaurant Tours Seaside Entertainment

and
Housekeeping
Very (108) (36) (58) Buffet (74) Good (74) good (88) the staff
Good Reception is good tours access to is excellent
service on (52) Lots of the beach (80) Many
arrival is variety of (39) interesting
good. food Swimming activities for
(24) pool is nice. all
Excellent
Good (80) (22) (66) Very (64) good (40) all good (32) very good
good food. organisation entertainment
of tours options
Not Good (6) Rooms are (30) (4) didn’t
too small expensive like the
(56) Towels tours beach side
are dirty
(10)
housekeeping
staff not able
to help
(46) Rooms
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are not very

clean.
No 12 24 32
Comment
Total 200 200 200 200 200 200
a. Express the responses collected as percentages in each category (very good, good, etc.).
Provide a critical reflection on each department outlining which service aspects and
operational factors you should further investigate to help improve customer satisfaction.
(For example why have some customers not commented – how could this improved, e.g.
by providing incentives; is the survey specific enough to provide feedback for specific
areas?)
Response
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b. Suggest a suitable customer service strategy that can be implemented in the department
which you have identified as the major problem area to improve the customer service
practice in that area/department. Who should be involved and what would this require
in terms of participation/involvement and communication?
Response
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ASSESSMENT 2: Case Study
Student Name
Student I.D. Number
service practices
Trainer/Assessor
Assessment Task Case Study
Date of Assessment
Assessment
Outcome
Comments /Feedback
The assessment process including the provisions for re-submitting and academic appeals were
explained to me and I understand these processes
I understand the consequences of plagiarism and confirm that this is my own work and I have
acknowledged or referenced all sources of information I have used for the purpose of this
assessment
I have made a photocopy or electronic copy or photograph of my assessment task, which I can
produce if the original is lost.

I declare that I have conducted a fair, valid, reliable and flexible assessment with this student,
and I have provided appropriate feedback. I also declare that I have undertaken the indicated
assessment integrity checks.
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Unit: SITXCCS008 Develop and manage quality Assessment Case Study
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Assessment Guidelines
Assessment Method
You are required to read through the case study and address all questions to achieve competence.
Your trainer will provide you with instructions for time frames and dates to complete this
assessment.
Once completed, carefully read the responses you have provided and check for completeness.
Your trainer will provide you with feedback and the result you have achieved.
Ensure that the student completes the assessment cover sheet and signs the declaration section.
The assessment task is due on the date specified by the assessor.
Skills must be demonstrated in an operational business environment for which tailored customer
service practices are required. This can be:
 an industry workplace
 a simulated industry environment.
Assessment must ensure access to:
 current plain English regulatory documents distributed by government consumer
protection regulators
 codes of practice and standards for customer service issued by industry groups
 sources of information on customer needs, complaints and feedback
 customer surveys and feedback collection tools and templates
 team members with whom the individual can interact; these can be:
 staff in an industry workplace during the assessment process; or
 individuals who participate in role plays or simulated activities, set up for the purpose of
assessment, in a simulated industry environment operated within a training organisation.
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The purpose of this assessment is to assess your ability to complete tasks outlined in elements
and performance criteria of this unit in the context of the job role, and:
o research and develop customer service policies and procedures for at least three
different areas of the business that meet industry standards
o implement and monitor practices for quality customer service in line with above policies
and procedures over four service periods
o evaluate practices for quality service provision and identify any failings
o review policies and procedures, adjust as necessary, and communicate any new practices
to staff.
Refer to the “Assessment Conditions” for this unit listed above.
Pen, Paper, computer with access to internet
weblink access to:
https://www.business.qld.gov.au/business/starting/business-planning/processes-procedures-
standards
Assessment 2
Case Study
Mr and Mrs Jones were looking forward to celebrating their 5th wedding anniversary in style and had great plans for
their special evening. Mr Jones decided to book a table for two for dinner at the recently refurbished “Cape
Lighthouse”, a restaurant with commanding views over the Coral Sea. To ensure a nice table with views for this
occasion, Mr Jones had contacted the restaurant 2 months prior to make a reservation with a male staff member who
appeared to be very professional. The booking was then confirmed by telephone with Alex, a waitress, 1 week prior
to the booked date.
On their anniversary Mr and Mrs Jones arrived at the restaurant; however they found there was no booking in their
name. Staff were unable to locate any booking information. Mr Jones was asked whom he had spoken to, to make
the reservation and provided the details of staff; however this was somehow shrugged off and they were asked to
wait at the entry to “see whether a table could be arranged”.
As it was a Friday night the restaurant was very busy. Mr and Mrs Jones had to wait 15 minutes before they finally
were led to a small table the back of the restaurant near the kitchen doors.
After a further 15 minutes they were attended to by a drink waiter who took their order for an aperitif. The Joneses
placed their food and wine order and their entrees arrived after 30 minutes. The white wine to go with the entrees
did not arrive and the drinks waiter seemed to ignore their eye contact.
The main course for Mr Jones arrived within 5 minutes after the entrees had been cleared, however Mrs Jones’ meal
did not arrive for another 20 minutes.
Mrs Jones was very upset with the service and was almost on the verge of leaving.
When Mr and Mrs Jones went to pay the cheque on their way out, Mrs Jones was expecting an apology from the
restaurant staff with regards to their booking and the delay in the service, unfortunately no one was around even to
talk about it.
Mr and Mrs Jones decided that this was the last visit ever at this establishment. They definitely would tell their family
and friends about their dining experience at “Cape Lighthouse”.
Your task: Address each of the following questions relating to the case study.
1. Identify Mr and Mrs Jones’ customer needs and expectations in this case study. What would a customer
expect not only on an important occasion like the mentioned anniversary but on each occasion when visiting
an establishment?
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Response
Mr and Mrs Jones wanted to celebrate their anniversary so because of that they done advance booking of table
on the arrival they were expecting greet by the staff but instead of that they have to wait for 15 minutes after
having a advance booking they were totally ignore after telling about the advance booking they were expecting
apology by the staff members. After waiting they were expecting a good location but instead of that got the
table near kitchen doors. They expected to be attended by well mannered waiter but they were attended by
drunk waiter and there service was not even on time. After this much delay they decided to leave at the time of
leaving they expecting apology but there was no one to talk to. They were expecting good customer service but
because of bad services they were disappointed and that spoiled there occasion.
Customer expect greet on the time of arrival. They don’t expect to wait any if any case they are asked to wait
staff should apologize for the inconvenience caused to customer. Well mannered server should take order.
Order should be on time. They also expect good quality of food and service.
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2. What could be the likely effects of this incident for the business and custom down the track if the customer
service issues are not addressed?
Response
Customer service plays a major role in business. Poor customer service can damage the reputation of business. If
you will not meet a expectation of business it will effect reputation of business this can result to loss of business
and returning of business because of this one will lose their best employees. Bad customer service kills
conversion they will ask on what basis they should pay money for. Customer lifetime value drops and it will put
strain in market and because of that you will start losing sale. Customer will socialize the truth and will tell
everyone about their experience. Because of Bad reputation loyal employees can also leave and there will be no
new employees. Also decrement in profit will effect salary of employees because of this reason also one can
leave. Many people check ratings and customer reviews before visiting restaurant or hotel if there are negative
reviews or low ratings it will effect on reputation and because of this revenue and profit will be effected of
business. If the quality of food is not good or not hygienic it can cancel the license of food corporation and also it
will effect the goodwill and fame of restaurant
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3. You are the General Manager of the Cape Lighthouse and the experience of Mr and Mrs Jones has come to
your attention.
You are determined to make contact with the customer to attempt to resolve the issue and achieve a positive
outcome. Draft a letter which clearly outlines the steps you will undertake to contact Mr and Mrs Jones and
how you will try to solve the issues. (This could be used as guidance for a telephone conversation for contact).
Response
(Customer address)
(date)
(your address)
Dear (Mr and Mrs Jones)
I am sorry about the bad service and promise that this will not happen again.
The experience of your experience came to my attention. I am very sorry for what happened. It was unacceptable and will
never happen again.
I was informed that you already had booking but still you have to wait to for long time. And you were attended by drunk
waiter and also there was delay in service. I assure you that this will never happen again we will do interrogation of waiters
and other staff members and will terminate those who are not capable for our company and who are effecting the reputation
of our company.
We do our best to train each of our representatives on how to properly handle our customers’ issues, including how to
escalate problems that they are unable to assist with. Your concern was not handled properly, and we are going to take steps
to ensure that this situation does not repeat itself.
Again, I am very sorry for the inconvenience. Please contact customer support for any further concern you might have.
Yours sincerely,
(your name)
(position)
(name of the organisation)
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4. Considering Mr and Mrs Jones’ recent experience, it is important to assess if there are recurring issues with
customer service at the Cape Lighthouse. How will you determine if this is a one-off issue or if there are
persistent problems? Outline your approach.
Response
The problem that was faced by Mr and Mrs jones at cape lighthouse, after this issue we have to make sure that
it won’t recur again. For that we need to know that it is one off problem or continual problem for this we can
take feedback from current customers or from social media. There is one more better option for determining
this issue we can go or send someone in person to know if that problem and behaviour is sorted or that issue
remains same if in case that issue still continues then strict action should be taken against them. But also with
that there will more damage to image and reputation of restaurant and that can cause decrement in profit and
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revenue.
5. You are required to develop a policy and procedures for each of the following problem areas which were
evident:
a. Bookings
b. Staff Presentation / Greeting / Hosting
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c. Reporting requirements / staff hierarchy (General Responsibilities and who is to be contacted in case of
an issue – if your industry sector varies [events, cookery, tourism, accommodation] you may use the
hierarchy which is commonly relevant to that industry sector)
d. Customer Service Procedures for Service (Orders, timelines, attendance)
e. Dealing with complaints
Each policy needs to include:
o The policy name

o The aim or purpose
o The details of what is included
o The procedures included to achieve the purpose
o What are the requirements to train staff to be able to perform the procedures?
o How will this policy and its effectiveness be monitored and evaluated?
o To whom will this policy be made available? How?
(a)Booking
Booking policy is very helpful for customers if they already have an reservation they don’t have to wait for table at
restaurant but reservation should be done either on phone or by email. Customer should give state name. state name
and number of guests, date requested and especially your phone number. Last minute Reservation should be done
less than 2 hours prior to the arrival time. If any case after reservation also there is no booking then customer should
concern manager if there is any misconception and should offer free drinks or free desert for the inconvenience
caused to customer.
(b) Staff Presentation / Greeting / Hosting
This is the first step to give good impression to customers. The moment customer arrives or comes in contact with
you for the first time acknowledge guest, greeting and smile. Greet guest by using there name, offer service within a 3
minute period. Dress professionally and be well groomed and hygienic.
(c) Reporting requirements / staff hierarchy (General Responsibilities and who is to be contacted in case of an issue –
if your industry sector varies [events, cookery, tourism, accommodation] you may use the hierarchy which is
commonly relevant to that industry sector)
In case of an issue a customer should contact manager or CRM of that place. It is the duty of staff to apologize for the
mistake done and try to solve that issue instead of arguing.
(d)Customer Service Procedures for Service (Orders, timelines, attendance)

This is pretty much a turning point in your relationship with the customer. It can be very hard to win customers back
once they get beyond this point. You should, therefore, avoid disappointing them at the beginning. Make sure you
always have an adequate number of staff members on call so your customers never have to feel like they waited too
long. If they order a meal that takes a little longer than usual to cook, tell them about it in advance. Be honest and
sincere.
(e) Dealing with complaints

When your customer complains, the employee should listen to him and not interrupt. Take responsibility for whatever
has gone wrong. Always stay calm. Empathize with the customer.
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this is a one-off issue or if there are persistent problems

ASSESSMENT 3: OBSERVATIONS
Student Name
Student I.D. Number
service practices
Trainer/Assessor
Assessment Task OBSERVATIONS
Date of Assessment
Assessment
Outcome
Comments /Feedback
The assessment process including the provisions for re-submitting and academic appeals were explained to me
and I understand these processes
I understand the consequences of plagiarism and confirm that this is my own work and I have acknowledged or
referenced all sources of information I have used for the purpose of this assessment
I have made a photocopy or electronic copy or photograph of my assessment task, which I can produce if the
original is lost.
I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have
provided appropriate feedback. I also declare that I have undertaken the indicated assessment integrity
checks.
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Unit: SITXCCS008 Develop and manage quality Assessment OBSERVATIONS
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Assessment Method

1. What worked well

Provide each summary to your trainer prior to each service instance. Your implementation of procedures and
requirements you have identified in each instance will be part of the assessment of your performance.
Ensure that you complete the assessment cover sheet and sign the declaration section.
The assessment task is due on the date specified by your assessor.
Skills must be demonstrated in an operational business environment for which tailored customer service practices are
required. This can be:
 an industry workplace
 a simulated industry environment.
Assessment must ensure access to:
 current plain English regulatory documents distributed by government consumer protection regulators
 codes of practice and standards for customer service issued by industry groups
 sources of information on customer needs, complaints and feedback
 customer surveys and feedback collection tools and templates
 team members with whom the individual can interact; these can be:
 staff in an industry workplace during the assessment process; or
 individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a
simulated industry environment operated within a training organisation.
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The purpose of this assessment is to assess your ability to complete tasks outlined in elements and
performance criteria of this unit in the context of the job role, and:
research and develop customer service policies and procedures for at least three different areas of the
business that meet industry standards
implement and monitor practices for quality customer service in line with above policies and procedures
over four service periods
evaluate practices for quality service provision and identify any failings
review policies and procedures, adjust as necessary, and communicate any new practices to staff.
Refer to the Assessment conditions attached to the Futura Group Mapping Document located in the teacher support
tools folder or the “Assessment Conditions” for this unit in the SIT 1.0 Training Package.
For this assessment a full set of organisational policies and procedures relevant for the customer service charter
must be provided to the student. The Policies developed in Assessment 2, Case study and Policies must be
implemented during the observations during Instances 1-4.
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Assessment 3
Observations

1. What worked well

Provide each summary to your trainer prior to each service instance. Your implementation of procedures and
requirements you have identified in each instance will be part of the assessment of your performance.
Details of the nature of the major tasks for each service period should be provided in the table below.
Instance Date Duration from ... to... Evaluation summary

completed
Service Period 1:
□ Yes □ No
Details:
Policies and procedures

implemented and
followed:

completed
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Service Period 2:
□ Yes □ No
Details:

implemented and
followed:

completed
Service Period 3:
□ Yes □ No
Details:

implemented and
followed:
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completed
Service Period 4:
□ Yes □ No
Details:

implemented and
followed:
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1.Instance 2.Instance 3.Instance 4. Instance

Criteria
SITXCCS008 Develop and manage quality
S NYS S NYS S NYS S NYS
Explaining Policies and Procedures
Policies are communicated with all staff
The specific requirements outlined in each policy are
explained according to procedural steps
The reporting provisions are established
The location and access to each policy is clearly
explained
Queries from staff are identified and answered
sufficiently.
Specific training needs have been established and
agreed on.
Observation of service instance
The customer is prioritised over any work duties
undertaken
The customer is greeted in a friendly, professional
manner
Eye contact or body language from customer to signal
assistance is required is recognised by student
Rapport is established with the customer
Active listening is used to identify customer’s needs
Active questioning is used to clarify or verify customer
enquiries
Where a call is received, the phone is answered to
organisational procedures – guideline of maximum 3
rings
Where a communication medium using voice is used,
the student speaks in a polite, friendly manner
Where a written communication takes place, the
greeting and format of correspondence is correct and
appropriate for the purpose
All external correspondence is followed up within
organisational timeframes
External enquiries including quotes or orders are
responded to by using a communication medium as
specified by the organisation (for example email/ in
writing)
Products are demonstrated and explained
Products matching suitability are emphasised
Where relevant, options are offered
The body language/ signals of the customer are
considered
Opportunities for suggestive or up-selling are used
appropriately
The service is provided in a time efficient manner
Operational issues are identified promptly and acted
upon: Example:__________________
The service level provided was of professional standard
Student uniform is clean and neat to industry standards
Personal presentation is neat and professional
Personal hygiene is clean and neat
Special needs are provided for as relevant:
Organisational policies and procedures are followed
Disputes are recognised promptly
Where disputes become difficult, the student pro-
actively assists “staff” to handle these.
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Underperformances of staff or service issues have been

correctly identified by the student
Underperformances have been addressed with further
training:
Monitor and adjust customer service
Monitors service proactively
Pro-actively seeks feedback on service provided from
customers
Feedback from customers is recorded and
communicated with supervisors/colleagues as relevant
Provides a summary which clearly outlines any
shortfalls
Provides strategies to overcome service issues
Suggested strategies and measures for implementation
are discussed with all staff prior to each service period
The suggested strategies are implemented
The suggested strategies are monitored and adjusted to
support staff.
This assessment: First Attempt 2nd Attempt Extension – Date: / /
Instance 1 Satisfactory Not Yet Satisfactory
RESULT OF ASSESSMENT
Feedback to Student:
Assessor(s) Signature(s): Date: / /
Student Signature Date: / /

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DEVELOP AND MANAGE

Student Assessment Tool

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Assessment Summary Sheet

Pre-Requisite Units NIL

Student I.D. Number

Unit Outcome  Competent  Not Yet Competent  Not Assessed

Student Declaration: Assessor Declaration:

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Elements of the unit

2. Manage delivery of quality service.

3. Monitor and adjust customer service.

The assessment for SITXCCS008 consists of:

Assessment 1 – Short Answer Questions

Assessment 2 – Case Study

A. Implement developed policies and procedures

1. What worked well

Information for Students

Student Access to Records

Assessment dishonesty includes plagiarism, collusion, the fabrication or deliberate

Incidence of Plagiarism or Assessment Dishonesty

Student Signature: ............................................................... Date: ....../....../.......

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Assessment Cover Sheet

Student Signature: Date: / /201

Assessor Signature: Date: / /201

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What will be assessed

principles of quality customer service

Short Answer Questions

Your task: Provide a detailed response to each of the following questions.

8. Describe the importance of providing accurate product information to customers in order to

10. Why is consistency crucial to providing quality customer service?

11. Describe five common principles of customer service in detail.

15. Explain why it is essential to have an effective complaint handling procedure.

Scale Reception Room Service Restaurant Tours Seaside Entertainment

are not very

Total 200 200 200 200 200 200

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Assessment Cover Sheet

Student Signature: Date: / /201

Assessor Signature: Date: / /201

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What will be assessed

Pen, Paper, computer with access to internet

weblink access to:

Dear (Mr and Mrs Jones)

(name of the organisation)

Each policy needs to include:

o The policy name

(b) Staff Presentation / Greeting / Hosting

(d)Customer Service Procedures for Service (Orders, timelines, attendance)

(e) Dealing with complaints

this is a one-off issue or if there are persistent problems

Assessment Cover Sheet

Student Signature: Date: / /201

Assessor Signature: Date: / /201

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Received by: Signature: Date received:

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A. Implement developed policies and procedures

1. What worked well