SITXCCS007 - Enhance customer service experiences Assessment Workbook

This is an assessment workbook for the course SITXCCS007 - Enhance customer service experiences. It includes questions related to customer service, communication, conflict resolution, and techniques to anticipate customer preferences and needs. The workbook also includes a project where the student needs to research and write a report outlining the principles and benefits of enhanced customer service experiences and positive communication.

SITXCCS007 - Enhance customer service
experiences
Assessment Workbook
Student
Signature
Assessor judgement based on knowledge and performance evidence:
C- Competent
NYC – NotYet Competent
Reasonable Adjustment  No
 Yes - Description of adjustment
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Assessment Tool Instructions
This assessment tool is to be completed by the Assessor and the Student. The assessment tool
has been developed to collect and record evidence to assess the Student’s understanding and
application of the performance criteria, performance evidence and knowledge evidence. If
there are multiple units listed above, they have been integrated and are co-assessed
holistically. This assessment tool must be completed using a black or blue pen and all
relevant sections are to be completed.
Instructions to the Assessor
The assessor will provide the assessment tool to the Student and explain the assessment
requirements, providing guidance to the Student as required. Verbal challenging may apply
and the Assessor is required to record these notes in the Assessor’s comments section. Please
ensure that all signatures and dates are accurately recorded, all sections have been marked
and that comments have been included where necessary.
Instructions to the Student
You will be required to read through the assessment activities and prepare for the
assessment. If the assessment involves written responses, you can write your answers in the
spaces under the question. Please ensure that you complete all required sections of the
assessment tool. All questions must be answered in full. Your assessor may verbally challenge
your answer by asking you to clarify or further explain your answer. At the end of this
assessment task, your assessor will provide you with feedback on areas for continuous
professional development. Unless specified, answers should be approximately 100 word in
length.
Before commencing the assessment, please complete the pre-assessment checklistbelow to
confirm that you, the Student, are ready for assessment.
I have been given access to all of the resources for this assessment  YES  NO
I have had my rights and the appeal system fully explained to me  YES  NO
The assessor has discussed special needs assistance with me  YES  NO
I understand that I have to complete all tasks/questions myself  YES  NO
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I understand that plagiarism is not accepted  YES  NO
I agree to undertake assessment tasks in this assessment tool  YES  NO
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Q # Questions
Satisfactory
√ = Yes
X = No
1. What could be considered aspects of a quality service
experience? Please list at least 10.
1. Tangible evidence: Staff clothing, attractiveness of
environment, modern technology, clarity of written
material
2. Reliability: customer wishes and regulatory of
information
3. Responsibility: personal willingness to answer
questions of the customer
4. Competence: provid correct and precise information,
polite communication
5. Confidence: provide correct hotel image, where hotel
provides appropriate and qualitative services
6. Safety: Safety regarding hotel building and information
about hotel customers
7. Accessibility: Contact necessary hotel employee for
any problem through telephone or email.
8. Communication: Personnel understanding about
customer’s problem, proper explanation, showing
concern.
9. Understanding: Service price corresponding to service
quality and request customers to consider this
10. The best resource: Service experience can increase
further if the organization can provide best resources to
their customers.
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2. What affects the levels of customer needs?
Several factors can affect customer needs significantly. Those
factors are described below:
1. Functionality: Functionality of good or service can influence
customer needs as those products can solve desire or problems
of customers.
2. Convenience: Products are required to be convenient to solve
desires of customers.
3. Price: Price is other important factor that can influence needs
of customers. Customers have unique budgets for purchasing
any product or service.
4. Experience: Experience related to product or service s
required to be easy or clear. Otherwise, this can create more
trouble for customers.
5. Design: Product or service requires to be relatively easy and
perceptive to use.
6. Reliability: The product or service needs to be reliable, as
customers want this every time after advertisement.
7. Compatibility: The good or service requires to be compatible
with other products, which customers are using.
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3. When you are providing information on products and services to
a customer, what might you need to advise them of?
At the time of providing information regarding any product or
service, customers want to know about its usage along with
limitations and benefits. Moreover, a comparison based on price,
product quality and feedback from other products or customers
can be beneficial. A proper demonstration of the product and
warranty, proper customer service can be beneficial as well.
Customers need to about importance of this product in their life
and other benefits that they can receive after using those
products. Information are required to be precise, to the point but
described in details with all required messages. For this, small
customer guide book can be provided so that they cannot be
misled by other companies.
4. What is the difference between a needs and a want in terms of
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customers?
Needs and wants of customers have some differences.
Understanding this difference can help a business organization
to successes its business. From economic point of view, a need
means something that can help a person to survive. Hence, a
need can overcome basic requirement of a consumer. Without
need, customers cannot consumer this product or service. On the
contrary, want is something that a person desires at present or
in future. Thus, needs for a product can be same for all
customers while desire can be varied. Customers with their
limited budget want to buy those products mainly that can fulfill
their needs rather than desire. Desire from a product cannot
help the person to sustain like needs. Hence, wants are referred
as desires, which are optional and expect this, a customer can
survive.
5. Why are quality control procedures necessary?
Quality control process helps a business organization to ensure
that they maintain or improve product quality through reducing
or eliminating product quality. Quality control needs the
business to generate an environment, where both management
and workers can struggle for perfection. Through creating
product quality benchmark and testing products, training
personnel can check significant quality variation statistically.
The chief feature of quality control is to establish some well-
defined controls, which can help to maintain a standard of
production and product along with reactions regarding quality
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issues. Hence, to sustain in market under strong competition,
quality control procedures are required, as it can help to
customers to achieve their needs.
6. What are the four main steps when dealing with a customer’s
complaint?
Four steps to deal with a customer’s complaint are described
below:
1. Listen to complaint of customer carefully: Customers are
concerned about the feature of service for which business
organization is required to figure out the problem.
2. Apologize and empathize for the situation: After
understanding the issue, business organization needs to focus on
problems to confirm their concerns. This generates a bond
between customer and business organization after knowing that
the organization can do everything with their power to modify
the situation.
3. Offering and executing a solution: Organization can offer a
solution to the customer after talking with their manager. If the
customer does not like the solution, other solution can be offered
as well.
4. Follow-up the customer and say thank you for their
support:
After following all steps mentioned above, organization needs to
follow up their customers to confirm that customers are satisfied
with those solution. Moreover, it is important to thank
customers for bringing the situation in front of the organization
and to provide opportunity for resolving it.
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7. When we talk about people having a bad attitude what might we
consider that fits in to that description?
The bad attitude of people indicates that they are not
cooperative with business organization. Customers bring their
complaints against products or services to the organization but
do not give enough time for resolving this matter. Instead of this,
those customers show their anger and impatience for which
organization cannot get enough opportunity to satisfy
customers. Moreover, customers do not even bring the matter in
front of the company and consequently this organization does
not receive opportunities to know about those matters.
However, those customers spread negative rumor about this
product and about company. This further generates negative
impacts of this organization.
Negative attitude can be seen among employees as well. They
cannot proper service to customers rather they show negative
and rude attitudes towards customers. This also affect the
organization adversely.
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8. What are the four types of communication techniques you could
use with customers?
The four types of communication techniques that a business
organization can apply to communicate with their customers are
described follows:
1. Do not interrupt customers, as they can be upset if they cannot
explain their problem
2. Listen actively about what customers are saying or trying to
say
3. Apply both verbal and not verbal techniques to communicate
with customers with the help of email, newsletters and phone
4. Adopt better and standard customer service and policies
through which customers can communicate with business
person for any doubt or problems regarding product or service
9. How do you develop customer relationships?
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Through applying various processes, a business organization can
develop its customer relationships. Those processes can be
described as follows:
1. Understanding the value of customers: To know and
understand about customers, organization needs to know about
their problems or complains and consequently adjust proper
approach to fulfill their expectations
2. Genuine care towards customers: People, chiefly customers
want to connect beyond the professional level as friend. Showing
genuine care can improve a healthy relationship between
organization and customers
3. Send monthly newsletter to keep customers up to date. This
helps customers to know about new products and other facilities
provided by the company
4. Conduct special events, contests and parties for customers by
which employers can meet with their customers face-to-face and
show appreciation for their supports.
5. Encouraging customers to give feedbacks can also help to
maintain a healthy relationship with customers. Customer can
realize that they are important for the company and their
feedback is also vital for the organization. This further can
encourage customers to remain attached with customers.
Satisfactory (please circle) YesNo
Feedback to the Student:
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P # Projects
Satisfactory
√ = Yes
X = No
1. For this assessment you will need to perform the following tasks.
These tasks will need to be completed and submitted in a
professional, word processed, format.
Your task is to research the following information and write a
report outlining your findings. Use the following questions as a
guide to your research:
1. Outline the principles and benefits of enhanced customer
service experiences and positive communication.
To enhance customer service experience and positive
communication, a business organization can apply some
principles, based on following points:
1. Speed or responsiveness
2. Accuracy regarding information systems, team work and
training
3. Clarity related to communication
4. Transparency
5. Accessibility
6. Empowerment
7. Friendliness and politeness
Thus, principles can be categorized under five main categories:
1. Provide a clear understanding of the needs and wants of
customers
2. Proper communication with customers
3. Give importance to customers and their feedbacks
4. Internal customer service culture
Benefits:
Positive communication can help a business organization from
various aspects, which are,
1. Increase business reputation
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2. Increase sales of products
3. Offset higher prices by providing better customer experience
4. Help to sustain within market with other strong competitors
2. What are the techniques used to anticipate customer
preferences, needs and expectations?
To anticipate customer preferences, expectations and needs, a
business organization can anticipate following techniques:
1. Know customers accurately along with their needs preference
and expectations about products and services.
2. Identify trends of products and generate a plan to produce
them. This is because needs and preferences of consumers
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change over time.
3. Provide customers self-help resources through which
customers can compliant or receive services.
4. Business organization needs to think like a customer to
understand their needs and preference at present time.
5. To fulfill those steps, the organization can follow certain steps,
which are observation, look for patterns, action and implement
this action practically
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3. Discuss one conflict resolution technique.
Conflict resolution technique can be of various types, such
as withdraw or avoid, smooth or accommodate,
compromise or reconcile, force or direct and collaborate
or problem solve. This report discusses withdraw more
precisely.
Withdraw or avoid:
In this technique of conflict resolution, organization
wants to avoid the conflict. Thus, this issue resolves
issues itself. This technique can be used in some following
cases:
 During low stakes
 stakeholders involve in conflict, which is not
important
 The organization does not need to invest its time
 The issue can be disappeared itself after certain
time
 Giving cooling time among parties when they are
under heated argument
 Limited or no information about conflict
Advantage:
 This technique saves important time of business and
consequently it can invest time in production process.
Disadvantages:
 This technique can weaken the position of project
manager and can adversely affect his or her relationship
with others
 This conflict resolution technique has some disputes as
some experts say that this technique has no validity
4. What methods can be used to enhance service delivery
in response to staff and customer feedback.
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To enhance service delivery in response to staff and customer
feedback, various steps can be followed that are discussed
below:
 Crete polls and free surveys through using services, such
as, Smart Survey
 Sending mails and messages to staffs and customers and
asking them for reviews and testimonials
 Enabling reviews in official website of organization
 gathering feedbacks from social media
 Interact with customers face-to-face
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5. List at least 7 extras and add-ons you might offer a
customer.
 Generate product or service guide and other
content to guide customers properly
 Create a mailing list and send letters or e-mails to
customers for informing them about new products
 Wishing them on their special days to make them
special
 Build mobile phone app by which customers can
purchase their products or services at any time
and from anywhere
 Offer best customer service facilities to attract
people with some free benefits like free offer or
special discount
 Give free tour package to customers for few days
to spend their holidays
 Free home delivery and demonstration at
customer’s house
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6. Choose the industry or sector that you are or would like
to work in and discuss the following:
a. Professional service standards and protocols for
service industry personnel
b. Attitudes and attributes expected by the service
industries to work with customers
c. Different customer service needs and expectations
d. Types of customer loyalty programs
e. Essential features and use of the customer
databases
Hospitality sector is preferred to work.
a. To work in a hospitality sector, an employee needs to maintain
some professional service standards along with some protocols:
1. Maintain a standard policy to keep customers happy and
satisfied
2. sales services and products with proper guarantees, refunds
and warranties
3. Follow a standard marketing and promotional strategy
Proving trainings to staffs and collect performance reviews
4. Consider energy efficiency and environment
5. Follow some corporate social responsibilities
Under protocols , this sector follows:
1. Keeping data of customers as private with proper security
2 . Follow some legal restrictions to protect self-interest of both
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staffs and customers
b. Attitudes and attributes of the service sector industries:
1. Commitment towards customer satisfaction
2. Good communication skills
3.Computer knowledge and other technological knowledge
4. Enthusiasm about jobs that can motivate customers
5. Interpersonal skills to provide best customer service
6. For an efficient leadership employee, strong leadership skill is
required
7.Knowledge about safety and hygiene to work in a hotel or
restaurants
c. Different types of customer services are required to maintain
strong customer base and to provide them proper service.
Moreover, needs and wants vary for different customers and for
this organization is required to maintain different types of
services like lower price facility or free offers and others to
satisfy customers.
d. Customer Loyalty program van be divided under following
categories:
1. Points Loyalty program
2. Fee-based Loyalty Program
3. Tiered Loyalty Program
4. Coalition Loyalty Program
5. Cash Back Loyalty Program
e. Essential features to use customer databases:
1. Getting repeat customers
2. Create excellent customer service
3. Adopt proper strategic management
4.Getting new customers by determining want of customers and
their marketing strategies
7. Choose an organisation you would like to or are working
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in and discuss the following:
a. Designated response times for providing service
and resolving complaints
b. Customer service policies and procedures
c. Complaint handling policies and procedures
d. Promotional services offered
The selected organization is hotel industry:
a. The time between when a organization collects contact or
inquiry of customers and when the organization gives response
to them, is called response times
b.
 Provide interaction with consumers considerately in a
accurate and fair way
 Enquiries of consumers are required to deal in an
effective and timely manner
 Customer service staff are required to be trained
appropriately to solve common customer problems
c.
 Phone calls should be free to make complaints or to
charge at a lower costs when customers use provider’s
service
 No charge for making complaints
 Customers are allowed to compliant through using fax,
phone or letter and so on
 Complaints are required to be solved in an efficient,
objective and fair manner
 Complaints are required to acknowledge immediately
 resolution that is offered to customer, are recorded and
applied in an efficient way
d.
 Vast range of promotional areas and spaces
 give incentives to promotional teams
 Branding new products and use other promotional tools
 administrative and permits procedures
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8. Briefly outline the steps involved in solving each of the
following problems:
a. Incorrect pricing or quotes
b. Delays or errors in providing products or services
c. Misunderstanding of customer requests
d. Escalated complaints or disputes
e. Other team members or suppliers not providing
special requests
f. Misunderstandings or communication barriers
g. Unmet expectations of, or problems or faults with,
a service or product
a. Conduct market analysis to set proper price level for each unit
of product or service and give proper quotes that can describe
vision of this company shortly
b. Analyze complains of customers regarding this problem and
solve them in an appropriate manner by observing and finding
the chief reason for this delay
c. Interact with customers face-to-face and regret in from of
them for misunderstanding their requests and provide extra
service to compensate this
d. gather all escalated complaints and disputes and resolve them
with proper strategy
e. Contact with those team members or suppliers and ask about
their problems and other assistant that they need
f. Resolve misunderstanding or communication barriers with
efficient members and experts and find out actual problem
g. Collect and give importance on customer feedbacks and try to
solve those problems with the help of experts and head of
business origination and other business advisors
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9. Briefly discuss the methods of compensating dissatisfied
customers.
Providing them extra facility like reducing their
purchasing cost or give some percentage off on their
purchase or payback the total amount according to the
level of dissatisfaction
10. What factors do you need to consider when determining
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compensation of dissatisfied customers?
The chief factor to determine customer’s dissatisfaction is
rating system by which their level satisfaction can be
understood
11. What do you need to consider when approaching each
person?
Politeness with proper understanding about the main problem
and unknown behavior of customers
12. What methods of collecting feedback could you use?
Select feedbacks from loyal and regular customers, who
purchase frequently and also some of old customers, who
prefer the company more compare to othrs
13. What are the essential features, conventions and usage
of different types of communication techniques and
equipment?
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Both verbal and non-verbal communication procedures are
required to communicate with customers through phone, email
and text messages so that different types of customers can take
this facility
14. Briefly outline how you could address the special needs,
customs and practices of various social and cultural
groups of customers in regards to:
o modes of greeting, farewelling and
conversation
o body language and body gestures
o formality of language
o clothing
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2. Then you are to locate a customer service policy and outline the
steps involved in providing your customer’s with a quality
service.
After you have completed this activity you will have to hand it in.
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3. Answer the following questions in relation to your organisation
or one you would like to work in:
1. When would you check actioning of special requests?
2. Who would you liaise with to ensure efficient service
delivery?
3. Who would you share customer information with to
ensure quality service delivery?
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4. Why should you maintain profile on customers?
4. Observation activity
Role play 1
1. Your task is to pair up with another student and role
play the following customer service actions. You will
need to take turns in playing the customer service
representative. You are required to:
a. Determine your customers’ needs
b. Advise customer on their product choice,
anticipating their needs
c. Provide the customer with the product
d. Offer add on’s or extras to match the product
2. Over a period of time you will need to perform this
activity on at least three occasions. Each time using a
slightly different scenario. For each scenario you will
need to consider:
a. Organisational procedures and policies
b. Effective communication methods
3. At the end of each role play you will need to gather
feedback from the customer on quality service.
Role play 2
4. Then you are to perform another three role plays in
which you are managing a complaint from a customer.
You will need to perform this in groups of three. One
to play the customer, one the customer service
representative and one the supervisor or manager.
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You will need to listen to the customers complaint and
try to determine how this incident can be turned into
an excellent customer service action.
5. At the end of these role plays you will also need to get
feedback from the customers and your supervisor.
Discussion
Then you are to discuss with your group how you would manage
a difficult service situation. You will need to discuss:
6. What you would do if there was an identified problem
with a product?
7. How you would manage delays in product delivery?
8. What method you would use to communicate delays
with the customer?
9. How you would compensate the customer?
10. What alternative products could you offer?
11. What suggestions could you make to management to
avoid this situation occurring again?
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Satisfactory (please circle) YesNo
Feedback to the Student:
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PA # Practical Assessment
Satisfactory
√ = Yes
X = No
1. Identify customer requirements to enhance service experiences
2. Demonstrate:
 effective communication
 an ability to provide professional and personalised
customer service experiences in line with organisational
standards and within designated organisational response
times to: 2 different internal customers 2 different external customers
3. Seek formal and informal feedback from customers on quality of
above service
4. Using application workplace policies and procedures,
demonstrate an ability to respond to and resolve: 3 different customer complaints
5. Determine options to resolve complaints and promptly analyse
and decide on optimal solutions, taking organisational
constraints into account.
Organisational constraints must involve consideration of:
 costs and budgets
 feasibility of providing the solution
 own authority to resolve the complaint
 policy and procedures
 profitability of the sale
 ultimate responsibility within the organisation
Satisfactory (please circle) YesNo
Feedback to the Student:
16.02.2018 32

SSO # Supervisor Sign Off
Satisfactory
√ = Yes
X = No
1. Identify customer requirements to enhance service experiences
2. Demonstrate:
 effective communication
 an ability to provide professional and personalised
customer service experiences in line with organisational
standards and within designated organisational response
times to: 2 different internal customers 2 different external customers
3. Seek formal and informal feedback from customers on quality of
above service
4. Using application workplace policies and procedures,
demonstrate an ability to respond to and resolve: 3 different customer complaints
5. Determine options to resolve complaints and promptly analyse
and decide on optimal solutions, taking organisational
constraints into account.
Organisational constraints must involve consideration of:
 costs and budgets
 feasibility of providing the solution
 own authority to resolve the complaint
 policy and procedures
 profitability of the sale
 ultimate responsibility within the organisation
Satisfactory (please circle) YesNo
Feedback to the Student:
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