Assessment Cover Sheet for Diploma of Hospitality Unit Code

Assessment Cover Sheet
This document is to be used as a cover page for each individual assessment. This document must be attached to the assessment. All
sections must be completed along with a signature from both the student and assessor. This document links with the Unit Feedback Sheet
and Assessment Record.
Student Name: Trainer Name: Christa Moonean
Qualification Code and Name: SIT50416- Diploma of
Hospitality
Unit Code and Name: SITXCCS008- Develop and Manage Quality
customer service practices
Assessment 1: Short Answer Due Date: 14/01/2019 Date Submitted:
Conditions of Assessment / Requirements for Competency: Self-paced assessment, students must complete all tasks and
questions.
Adjustments to assessment required for individual learning outcome required: YES NO
Explanation: i.e. Oral question & answer.
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
Student Signature: Date:
Assessment: Penalties, fees and descriptions
Late submission Fee $50 per assessment
This Unit Outline prescribes when each assessment is due for this Unit of Competence. If you submit your assessments late you will be
required to pay the Late Submission Fee.
Re-Assessment Fee $100 per assessment
If a student has submitted an assessment and has not fulfilled all necessary criteria and receives a not achieved result for assessment
outcome; student will be required to re-do assessment. Above fee per assessment must be paid before submitting work to Trainer for
marking.
Plagiarism (Academic dishonesty) $200 per assessment
Students found copying, cheating or completing another students work will be deemed as being academically dishonest. Trainer’s
discretion will be used in the overall outcome of the offence, penalties will incur per assessment.
Re-sit Unit: Full unit fee**
If student is re-scheduled to attend full unit re-sit inclusive of delivery of knowledge and assessment criteria, student require Trainer
facilitation for completion of unit requirements full unit fee will apply.
Assessment 1 Assessment Dates: Assessment Outcome:
Attempt 1 Submission Date: Feedback Date: Satisfactory Not Satisfactory
Attempt 2 Submission Date: Feedback Date: Satisfactory Not Satisfactory
RE ASSESSMENT REQUIRED: YES NO
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Assessment Guidelines
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
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 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
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.
Place/Location where assessment will be conducted
Classroom 9, AILFE
Resource Requirements
Pen, Paper, computer with access to email, printer, teacher’s email address or as instructed otherwise.
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Instructions for assessment including WHS requirements
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.
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