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

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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

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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.

Task 2: Staff meeting agenda
Task 2.1: Question and Answer Using the template provided, your own template or one from your organisation create a
meeting agenda for a staff meeting about the three new customer service
policies/procedures you have created in Task 1:Developcustomer service procedures.
 In your meeting you are to outline the three new customer service policies/procedures that
you created in Task 1.
 The meeting agenda must address the following.
 Time/date.
 Who is required to attend, e.g., wait staff, bar attendants, customer service staff.
 Outline and explain all three customer service policies/procedures.
 Include information about the purpose, standards, customer service procedures and how
monitoring and collection of feedback will occur.
 Ask for employee feedback on each of the three new standards and procedures.
 Identify ways for each new policy/procedure to be monitored.
 Discuss how the new policies and procedures will be made available to customers.
 Allow for questions: Do employees have any changes they would like to make? Any
suggestions for improvements? Any issues?
MEETING AGENDA
MEETING INFORMATION
THE MEETING WILL BE CONDUCTED ON THE 25TH OF AUGUST, 2018 ON SATURDAY AT THE
REGISTERED OFFICE OF THE PIZZA HUT AT 10:00 A.M.
PREPARATION FOR MEETING
NOTICE OF THE MEETING IS TO BE SENT TO ALL THE DIRECTORS, SHAREHOLDERS AND OTHER
RELATED PERSONNEL OF THE ORAGNISATION.
ACKNOWLEDGEMENT IS REQUIRED TO BE SIGNED BY THE PERSON TO WHOM THE NOTICE OF THE
MEETING IS GIVEN.
ALONG WITH NOTICE OF THE MEETING, THE AGENDA OF THE MEETING IS ALSO TO BE DELIVERED.

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MEETING AGENDA
AGENDA ITEMS
TO DECIDE THE POLICIES AND PROCEDURE TO BE THE ADOPTED WITHIN THE ORGANISATION AS PER
THE MARKET TRENDS.
INFORMING THE STAFF MEMBERS OF THE POLICIES AND THE PROCEDURES.
OTHER RELATED TOPICS WILL BE DISCUSSED WITH THE CONSENT OF THE DIRECTORS.
ACTION ITEMS/OUTCOMES FROM MEETING
THE POLICIES AND THE PROCEDURES WHICH IS TO BE ADOPTED IN ACCORDANCE WITH THE MARKET
TRENDS WAS DECIDED EFFECTIVELY BY THE MANAGEMENT OF THE ORAGNISATION.

Task 3: Question and answer
Q1: What is the most appropriate way to communicate customer service policies, procedures
and expectations to staff in your workplace?
1. Inform employees up-front: At the start of the project, let employees know that the company
will work on developing (or updating) company policies and procedures and its impact.
2. Ask for feedback: To encourage employee involvement and buy-in, ask employees for their
ideas about what they think should be included in the employee handbook or policy manual.
3. Introduce final product: Conduct a meeting with all staff to introduce the completed handbook
or manual and review its purpose.
4. Ask employees to review employee handbook or policy manual: Provide employees a chance
to ask questions. Distribute the completed handbook or manual to staff, either in a hard copy or
advise them how to access the document electronically..
5. Provide training where required: Some policies and procedures may require more extensive
and intensive training to ensure that employees understand how the policy applies to them, so
provide employee training, as required.
6. Request employee sign-off: It is important for staff to read the document to become familiar
with the company’s policies. Request each employee sign-off on having read the document.
Q2: How will the new customer service policies/procedures be made available to your
customers?
The information about the policies and the procedures will be made public so that the customers
can look into it. This will be made available on the website organisation, Pizza Hut and must be
published in the annual reports as well.
Q3: How will the new customer service policies/procedures be made available to your staff?
It is essential that the staff of the organisation must be informed about the new policies and
procedures for the customer procedures. It will be informed by the management of the
company to the managers of the different departments and such managers will inform the
employees of their department. Moreover, copies of policies and procedures will also be
provided to them.

Task 4: Monitor customer service practices
Create a checklist that you can use to monitor customer service in the workplace or training
environment, and to ensure the new customer service procedures you developed and
implemented in Tasks 1 and 2 are being followed, along with any other customer service
standards in your organisation. Go to your Course files and open Assessment D_Monitoring customer service checklist.
 Save the document locally.
 Populate the checklist with relevant information to monitor staff in your workplace following
customer service policies/procedures.
 Save your checklist.
 Print fourcopies of the Monitoring customer service checklist.
 Monitor oneof your staff members using the customer service checklist over four different
service periods.
 Scan/photograph all four completed Monitoring customer service checklists,name and save
them.
 Submit Assessment D_Monitoring customer service checklist and your four completed
customer service checklists to your assessor.
Checklist of the Pizza Hut for Monitoring Customer Services
Performance of all the staff members will be monitored by the managers as per the standards
set by the management of the organisation.
Feedback from the customers will also be evaluated for assessing the performance of the staff
members.
Behaviour of the staff members with the customers must also be overseen by the manager.
Task 5: Question and answer
Evaluate the team member you monitored over the four different service periods in Task 4:
Monitor customer service practices.
Q1: Were there any customer service areas in which the staff member had issues?
Not all customers are same. The main issue to deal in customer service is the abusive
customers. If the services are not provided as per their needs, they start to misbehave.
Q2: What customer service skills gaps does the staff member have?
The skills gaps identified in the staff member of the organisation in customer services are the
difficulty to understand the customer’s language with different accent. This also causes
problems in taking correct orders.
Q3: Identify areas of improvement for the staff member’s customer service skills.
There are different areas in which improvement is needed for the customer services skills for
staff members which are as follows:
Strengthen your customer service skills: This is done by improving the communication skills,
adaptability with different situations, Empathy, etc.
Look at every touch point: A bad customer experience at any point in the customer lifecycle
can ruin your relationship. In addition to making sure the right skills are demonstrated, you need
to be sure they’re being demonstrated consistently.
Improve interactions with customers: This includes active listening so your customers feel
heard, Admit your mistakes, even if you discover them before your customers do, etc.

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Q4: What training would you provide to the staff member to improve their customer service
performance?
The success of the organisation depends upon the performance of the staff members in regards
with the customer services. In this training will be provided to the employees of the organisation
which includes the following:
1. Find why an employee is underperforming
2. Encourage Communication
3. Create a positive work environment
4. Provide effective training
5. Don’t forget to have a little fun
6. Acknowledge contributions
Q5: After monitoring staff members, you decide to make a small change to the response time
required to acknowledge and greet customers, from two minutes to as soon as they reach
the counter. You would like to implement the change before the next shift.
How do you document and communicate this new customer service procedure?
The activities of the staff members will be monitored by the manager of each outlet and it
will be noted that what response time of the staff is when a customer arrives after
which all the members of the staff will be informed about the reduction of response
time within the period of two minutes.
Q6: How do you identify customer service performance gaps so you know when you need to
initiate training?
It is necessary that performance gaps of the staff members must be identified so that
improvement can be made in it. This is done by following the steps given below:
 Identifying the Skills of the staff members
 Ask Around means gather information from the persons that interact with the employee
frequently.
 Testing them also helps in identifying the gaps in the skills which further includes Role
play, Practical Test and Written test
 The last step in this is reaching to the conclusion and skill gap in the employee is
identified.
Q7: How do you seek ongoing feedback from your colleagues and customers about how the
new practices are going?
There are different ways of gathering feedbacks from the customers and colleagues about the
adoption of new techniques which are:
 Surveys will be conducted in order to gather information about the impact of new
practices adopted in the organisation.

 Personal Interviews will also be conducted so that information can be gathered by
properly interacting with the customers and colleagues.
Q8: How will you evaluate the feedback you gather?
This will be done by formal and informal evaluation which is:
Formal Evaluation: It is mostly used as usually used as indicators of performance where
feedback is evaluated which is gathered from customers using specific organisational methods.
Informal Evaluation: Gathering feedback for improving practices in the organisation can be
time-consuming for staff members. So less formal methods for gathering and evaluating quick
feedback at the end of a session or activity are worth considering.
Assessor checklist
To be completed by the assessor.
Learner’s name:
Did the learner successfully
demonstrate evidence of their ability to
do the following? Assessor comments Completed
Yes No
Obtained information on customer
needs, expectations and satisfaction
levels.
Provided opportunities for customers
and staff to give feedback on products
and services.
Reviewed changes in internal and
external environments and integrated
findings into planning for quality
service.
Developed policies and procedures
for quality service provision.
Identified ways to communicate
policies, procedures and expectations
to staff.
Identified ways to make policies
readily available to customers and
staff.
Monitored customer service in the
workplace to ensure standards are
met.
Assessed the effectiveness of
customer service practices.

Did the learner successfully
demonstrate evidence of their ability to
do the following?
Assessor comments Completed
Yes No
Identified systemic customer service
problems and adjusted policies and
procedures to improve service quality.
Researched and developed customer
service policies and procedures for at
least three different areas of the
business that meet industry
standards.
Evaluated practices for quality service
provision and identified any failings.

1 out of 10

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