Customer Service Procedures and Practices: A Case Study of Pizza Hut

ASSESSMENT D – PROJECT
INSTRUCTIONS (for assessments not embedded within the LMS)
 The assessment must be written using an industry standard software package such as Microsoft
Word, Excel, PowerPoint, etc.
 Name the file using the assessment task number and then save your file.
 Ensure your submission identifies the unit code and title, the assessment task number and the name
of the assessment at the top of the page. Alternatively, you may place this information in the
document header.
 Add your name and student number to the headeror footer on every page.
 On completion, submit your assessment to your assessor via the LMS.
Learner assessment guide and evidence
This assessment requires you to develop quality customer service practices, manage the
delivery of quality service and monitor and adjust customer service.
You are required to do the following.
 Read the project scope.
 Complete all tasks.
 Answer all the questions.
There are five tasks in this project:
 Task 1: Develop customer service procedures
 Task 2:Staff meeting agenda
 Task 3: Question and answer
 Task 4: Monitor customer service practices
 Task 5: Question and answer

Task 1: Develop customer service procedures
You are to complete a research project using your workplace or a simulated environment. If you
have a favourite restaurant, café or travel agency, etc., you regularly visit you may wish to invite
them to participate in thistask. If so, you are required to discuss this with your assessor and
then obtain permission from the organisation before undertaking the task.
You are to provide information about the organisation and develop new customer service
practices using the template provided.
You are required to complete these tasks.
 Provide a brief outline of the organisation, the services it provides customers and its overall
current business performance.
 Outline the customer service evaluation processes used in the organisation. List your customer’s needs and expectations.
 Review any changes in your organisation’s internal or external environments and identify any
trends or changes which may impact on current customer service practices.
 Obtain information on customer needs and expectations using both formal and informal
research.
 Conduct research on customer satisfaction levels by creating a survey and getting customer
feedback on products and services.
 Calculate, interpret, and summarise the results of your customer satisfaction statistics.
 From your research, identify any customer service practices that are ineffective and/or
systemic customer service problems.
 Identify any policies and procedures that need developing or adjusting as a result.
 Develop customer service policies and procedures for three areas of the business.
 Research industry standards and ensure your customer service procedures align with these.
 Go to your Course files and open Assessment D_Customer service procedures.
 Save the document locally.
 Complete all sections of the document.
 Save your file. When you get to section 5. Customer surveyin the Assessment D_Customer service
procedure template you are asked create a customer survey. Once created, print out three
copies. These are to be completed by three customers in your workplace/simulated
workplace.
 Once you have completed your three surveys, scan/photograph and save the files. Name
them Customer surveys.
 Submit Assessment D_Customer service procedures and your three Customer surveys to
your assessor.
The organisation selected for this assignment is Pizza Hut, established on 15th June, 1958 and
which operates its business in the hospitality and foods and beverages sectors. Services
provided by the organisation includes providing the customers different types of the pizzas,
breads, drinks which include coffee, ice teas, etc and providing them good services in order to
give them leisurous experience. This group provides the services all over the globe and
attracting more and more customers with the help of the unique taste and flavours of the foods
and beverages and by providing best possible services so that guests can enjoy their food. This
have helped the organisation to generate more revenues over the years and in the year of
2017, the organisation was able generate a revenue of 893 Million U.S. dollars.

Organisation, Pizza Hut makes evaluation by adoption of hybrid methods i.e. Formal and
informal evaluation. The customers of Pizza Hut expect good and authentic taste of the food
being served and good quality services.