SITXCCS008 Develop and Manage Quality Customer Services Practices

This report discusses the importance of customer service and strategies to improve it. It covers topics such as customer research, policies and procedures, monitoring methods, and handling service breakdowns. The report also includes a questionnaire and survey data. The course code is SITXCCS008 and it is relevant for students studying hospitality and customer service management. The college or university is not mentioned.

SITXCCS008 Develop
and Manage Quality
Customer Services
Practices

Contents
INTRODUCTION...........................................................................................................................4
MAIN BODY ..................................................................................................................................4
Question 1 .......................................................................................................................................4
Question 2........................................................................................................................................4
Question 3........................................................................................................................................4
Question 4........................................................................................................................................5
Question 5........................................................................................................................................5
Question 6........................................................................................................................................5
Question 7........................................................................................................................................6
Question 8........................................................................................................................................6
Question 9........................................................................................................................................6
Question 10......................................................................................................................................6
Question 11......................................................................................................................................7
Question-12......................................................................................................................................7
Question- 13.....................................................................................................................................8
Question- 14.....................................................................................................................................8
Question-15 .....................................................................................................................................9
Question-16......................................................................................................................................9
Question- 17.....................................................................................................................................9
Question-18......................................................................................................................................9
Question-19....................................................................................................................................10
Question-20....................................................................................................................................10
Question- 21 ..................................................................................................................................10
Question – 22.................................................................................................................................10
A questionnaire..........................................................................................................................12
B Survey data collected ............................................................................................................13
C SWOT and PESTLE analyses ...............................................................................................13
PEST analyses ...........................................................................................................................14
REFERENCES..............................................................................................................................16

INTRODUCTION
Customer service is one of the important and valuable part of the business which required
focus from the management of the organisation. It is very important for the management to
always think about the topic or the areas which can be used by them to operate their business in
effective and valuable manner. Customer service has played important role for the promotion of
customer satisfaction in the organisation which helps the organisation to operate their business in
effective and valuable manner. This report contains number of strategies and the policies which
the management of the organisation can be followed to improve their customer services.
MAIN BODY
Assessment-1
Question 1
Customer's needs, expectations and satisfaction is very important for every business to
grow in the market. An organisation can take different steps to fulfil needs and expectations of
their customers. They have to do proper research for this work and it can be formal or informal.
Formal research method of customer studies includes factors like marketing research, customer
intelligence and customer analytics (Ali and Mehreen, 2018).
Informal research method of customer studies includes factors like questionnaires for present and
past customers or conversation regarding products and services.
Question 2
For proper research of customer's need business also have to find out some informations
regarding their customers to understand their expectations and capabilities. These informations
may include age, gender, occupation, income level, taste, preferences, education of customers
and many other.
Question 3
Questionnaire for cafe's customers is a tool used to know about preferences, happiness
and satisfaction level of consumers. It includes the questions like:
 How customer hear about the cafe?
 How they often visit in the cafe?

 How far did they travel to visit cafe?
 Are cafe's hours convenient?
Some other methods also which helps to gain customer's feedback are like through email,
surveys, digital channels, user testing and few others (Alyahya, Bin-Hezam and Maddeh, 2022).
Question 4
Questionnaire for cafe's staff is generally used to know about the feedback for cafe's
products and services, delivering to their customers. This questionnaire contains some questions,
which are given below as:
 Is the quality of products and services good or not?
 Is there anything about their job that they don't like?
 How do they feel, after [x] years at company?
 what is the favourite part of their job?
 Is product have contents as per customer's demand or not?
Question 5
As per the cafe's operation there is the need for customer's services policy for getting the
better output. One of their staff behaved rudely from a customer in last week so the appropriate
policy for the cafe is to ''speak respectfully to customers at all times''. The policy can also be
affected by internal and external environmental factors of business like not concerning their
choices, using ba language in cafeteria, delaying in response to a particular customer etc
(Chiarini, 2020).
Question 6
For solving such kind of problem the measures have to be taken by the cafe's
management to engage cafe's staff in development of customer's services practise are as under:
 Hire problem solvers.
 Enhance active listening..
 Increase budget on training and development.
 Influence staff to solve problems on their own.

Question 7
Policies are the path to achieve the goal of organisation. Business can opt some policies
and procedure to ensure the quality service provision which are as under:
 quick response.
 Clear vision and mission.
 Referral creations from through incentives.
 Seeking feedbacks from consumers.
Question 8
Policies framing is not the last task of the management, they have to be ready for their
staff and customers. Three ways which makes the policies ready for the staff and customers are
as under:
 By making buzzword, business can make a unique word for their policy which have to be
used by every employee.
 By keeping the employees well informed about the new policy.
 By making tools to implement the policies in the business organisation (Famiyeh,
Asante-Darko and Kwarteng, 2018).
Question 9
In the cafeteria providing quality service also requires monitoring by management with
the help of different monitoring methods. Five methods of monitoring the customer's service
quality are given below as:
 Capturing the customer's feedback channels in the cafe's premises.
 Asking about customer's opinion
 Using management tools to help customers in the cafeteria.
 Observing the service methods.
 Benchmarking the cafe with other working units at same area.
Question 10

TRAINING NEEDS ANALYSIS (TNA ) – SAMPLE FORM
EMPLOYEE NAME: POSITION T
N
A
D
O
N
E
B
Y
:
Major
tasks of
position
Training/skills
development
required? If yes,
identify what
training
needs exist
How will this be
achieved?
(e.g. on the job,
external training)
When?
Who to
organise?
Training
provider?
Y N
Finance
manager ✔
By finding the sources
of finance
1 year Company
trainer
Marketing
manager
By establishing
effective marketing
campaign
2 months Company
trainer
Customer
service
✔ By taking customer
feedback
2 years Company
trainer
Where do you/we see your career progressing in the next two years?
It is very important for me to foresee my career as marketing manager in any reputed firm of market.
How are we going to make this happen?
It is heppened by experience of different organizational studies of different disciplines
What will you need from the company to help you to reach your career goals?
It is important for higher management of the organization to provide all requires resources to me.
It is important for the organisation that they analyse the real efforts and provided me number of
opportunities which helps me to established effective skills and abilities in my personalities. This helps me to

becomes effective leader and makes me able to achieve my personal goals and objectives (GuL Singh, and
Mangla, 2022).
Question 11
In the cafeteria's business, when any product and service fails to meet the expectations of customers the
management must have to take some steps to rectify their service breakdown which are as under:
 Listen to customer
 Emphatize
 Own the problem
 Act to solve
 Reason understand
 Follow up
Question-12
 The first step which I have followed as service officer is that I established those culture in organisation
under which all employees gets equal chance of growth
 all the employees are treated equally in organisation.
 The motivational and development aspect of the organisation becomes increases.
Question- 13
a. The present survey reflect that more than 30 customers of the organisation admits that the seating and the
ambience of the company are not good due to their high cost of the features. It is required to make considerable
adjustment in the same so that it can be possible to improve the satisfaction of the customers in effective
manner. There are large number of peoples are not ready to answer the question which is asked in survey and it
can be improved by providing incentives to these peoples.
b. It is very important to map out the full customer journey so you can level up every possible touchpoint which
helps to improve the satisfaction level of the customers in effective manner. This strategy helps the organisation
to improve their long term advantage over the others (LE and Tee, 2021).
Question- 14
Wait Staff To welcome the customers and helps to lead them to their seats.
To Introduce the number of menus and also helps to describe different drinks
and dishes

To make considerable recommendations for the specialities.
Take orders.
Deliver orders to the table in a timely manner.
Maitre D Start of Day Checklist
Linen Requisition
Miscellaneous Task list
Mineral Bar Stock
Mineral Bar Daily Sales – Open
Room Plan
End of Day Checklist
Sommelier The Sommelier has an extensive knowledge of wine. It is responsible for
advising and recommending to patrons according to their personal wine needs,
i.e taste, food and wine pairing, the occasion or the budget.
Question-15
Six Elements that are considered as unprofessional customer service are mentioned below:
 Do not have a proper omnichannel marketing strategy
 Multiple Agents Touchpoints
 Disregard the feedback of customer.
 To Waiting for the hold for too long
 To compromising on the client's personal privacy.
 Slow response time in regards with customer query and complaint.
Question-16
Elements which are considered as part of providing quality customer service are as follows:
 Greet customers and approach them in a way that is natural and fits the individual situation
 Show customers that you understand what their needs are
 Accept that some people won't want your products and concentrate on building relationships with those
who do

 Help people – Even just letting a customer know about an event that you know they're personally
interested in is helpful
 Continue to keep customers aware of what's in it for them to do business with you.
 Ask customers for feedbacks and reviews on timely basis.
 Try to engage customers in context to enthusiasm as well as genuine interest in a specified manner.
 Provide competent and personalised services to customers for maintaining quality service to them.
Question- 17
 To understand the customer needs and desire.
 To seek and promote the customer feedback.
 To develop and communicate the clear service and standards for the organisation.
 To make delight of your customers by surpassing their needs and expectations.
 To capture and share the examples which are of great service.
Question-18
Refunds
:- According to the Australian Consumer Law If a service or product purchases by customer fails to meet a
guarantee of consumer, then they have the right to ask for a, refund replacement or repair
Exchanges
:- if the a major problem lies with a product, then the customer right to ask for their choice of a refund or
replacement. If the major problem with a service, they can choose to receive compensation for the drop in value
below the price paid, or a refund (Parasuraman, 2020).
Cancellations :- if the consumer who purchased the goods due to online platform has the right to cancel the
contract and to claim for a refund and for without providing any reason for the justification and without
incurring any liability of the same.
Question-19
It is important for them to apologize to the number of customer and makes them know about the whole
situation. It is essential for them to listen to what customer needs and desire and then offer a solution about for
the the delay by adding the a value to the and all the product or service they ordered for the same.

Question-20
The laws and regulations developed by the government of the states for the protection of the customers helps to
promote the health of customers and to protect these customers from the malpractices of the organisation. If
these rules and regulations of the organisation are not followed (Raman, 2019).
Question- 21
 Hazard Awareness
 Time Management
 Attention to Detail
 Time Management
 Interpersonal Skills
 Problem-Solving
Question – 22
 One of the important change which is placed in hospitality industry is that the taste and preference of the
customers are shifted towards the use of healthy food products.
 The customers in the food sector becomes attracted towards the use of new and advance technology
which helps them to satisfy their current scenario.
 The trend of the hospitality industry shows that the customers of the organisation can be more focused
towards the budgeted services.

Assessment-2
A questionnaire
Questionnaire is one of the important and valuable part of the organisation which enables the customer to reflect
their experience which the have enjoyed along with the organisation. It is one of the important tool for the
organisation which is used by them to gain the feedback of the customers. It is important for the management of
the organisation to have effective questionnaire in their organisation because it provides effective approach to
the organisation (Su and Teng, 2018). The brief discussion related to the questionnaire of customers are given
below:
External questionnaire
Food quality of restaurant on the basis of taste and material
a. Good at work
B. better
C. best
Food presentation in relation to garnishing and behaviour of serving.
A. good
B. better
C. best
Booking services of organisation in term of time consuming and effectiveness.
A. slightly time consuming
B. Effective allocation of time.
C. worst condition

Internal questionnaire
Staff satisfaction level
a. 50%
b. 60%
c. 90%
Employee equality policy
a satisfy
b not satisfy
c need changes
Employee benefits
a no benefits
b more benefits
c need changes
B Survey data collected
The survey which is conducted in the market plays important role and provide the number of information
to the company. The survey shows the preference of the customers towards the quality of the food of the
customers is favourable and accepted in effective manner. It is important for them to operate their business
manner. The booking facilities of the organisation are regarded as the worst which is not accepted by the
customers. It is important for the management of the organisation to make considerable improvement in the
same (Suler, Palmer and Bilan, 2021). The internal survey of the organisation plays important role and it
reflects the negative preference of the customers towards the policies of the organisation.
C SWOT and PESTLE analyses
Strength Weakness
 One of the most important strength of
the company is the quality of the food
which is get due to survey of the
questionnaire.
 The management of the company is the
core strength of the organisation.
 The biggest weakness of the
organisation is their weak booking
services.
 One of the weakness of the organisation
is their customer feedback policies
which negatively impacts the customer
satisfaction.
Opportunity Threats

 The taste and preference of the
customers are shifted towards the
healthy and fresh products due to
COVID pandemic.
 The trends of restaurants businesses
impacts the organisation in effective
and valuable manner.
 One of the biggest threat of the business
companies is COVID pandemic which
ruins the overall structure of the
organisation.
 The negative growths of the economies
which negative for the organisation as it
reduces the number of opportunities
from the market.
PEST analyses
It is related to those analyses which helps to evaluate the impact of different types of external factors on the
business of the organisation. The brief discussion related to these factors are given below:
Political :- This factor of the analyses is related to the impact of government policies and regulations on the
business of the organisation. The policies developed by the government of Australia are based on stability which
is positive for the business of the organisation.
Economical :- The global economy is badly impacted due COVID pandemic and their negative impacts. It is
important to know that all the factors of the economy such as employment, inflation and many more are badly
impacted which is not suitable for restaurant business
Social :- PESTEL analysis restaurant industry suggests that growing awareness about organic food is a social
factor. It might affect the growth of the restaurant industry in the coming years.
Technological :- Technology has also given companies the scope to experiment with their promotion strategies
to reach more people quickly and leave a long-lasting impression (Tunçer, Bilici and Eryiğit, 2021).
TASK- 2 PART-1
The services provided to the customers are not up to the mark as the customers of the organisation has
faced number of problems for the booking of their table in the restaurants. As per the case study the customers
of the organisation makes booking of the table in advance but at the time of service, the information of the
booking becomes lost which becomes negative for the management of the organisation.
Recommendations
 It is recommended to the management of the organisation that it becomes possible for the management
to operate their business in ethical manner so that it becomes possible to increase the satisfaction of
employees.

 It is recommended to the management of the organisation to use new and advance technology which
helps the organisation to operate their business in effective and valuable manner (Ye, Lyu and He,
2019).
CONCLUSION
It is concluded from this report that the satisfaction of the customers is one of the most important and valuable
factor which enables the organisation to operate their business in effective and efficient manner. This report
concludes various question related to customer and their rights in this report.

REFERENCES
Books and Journals:
Ali, Z. and Mehreen, A., 2018. Understanding succession planning as a combating strategy for turnover
intentions. Journal of Advances in Management Research.
Alyahya, S., Bin-Hezam, R. and Maddeh, M., 2022. Supporting Remote Customer Involvement in Distributed
Agile Development: A Coordination Approach. IEEE Transactions on Engineering Management.
Chiarini, A., 2020. Industry 4.0, quality management and TQM world. A systematic literature review and a
proposed agenda for further research. The TQM Journal.
Famiyeh, S., Asante-Darko, D. and Kwarteng, A., 2018. Service quality, customer satisfaction, and loyalty in
the banking sector: The moderating role of organizational culture. International Journal of Quality &
Reliability Management.
Gupta, A., Singh, R.K. and Mangla, S.K., 2022. Evaluation of logistics providers for sustainable service quality:
Analytics based decision making framework. Annals of Operations Research, 315(2), pp.1617-1664.
Li, R.C. and Tee, M.L., 2021, December. Developing an Implementation Framework for Automated Customer
Support Service in Collaborative Customer Relationship Management Systems. In 2021 IEEE
International Conference on Industrial Engineering and Engineering Management (IEEM) (pp. 1092-
1096). IEEE.
Nguyen, T.M. and Malik, A., 2022. A two‐wave cross‐lagged study on AI service quality: The moderating
effects of the job level and job role. British Journal of Management, 33(3), pp.1221-1237.
Parasuraman, A., 2020. On repositioning customer support services: some food for further thought. European
Journal of Marketing.
Raman, P., 2019. Understanding female consumers’ intention to shop online: The role of trust, convenience and
customer service. Asia Pacific Journal of Marketing and Logistics.
Su, Y. and Teng, W., 2018. Contemplating museums’ service failure: Extracting the service quality dimensions
of museums from negative on-line reviews. Tourism Management, 69, pp.214-222.
Suler, P., Palmer, L. and Bilan, S., 2021. Internet of Things sensing networks, digitized mass production, and
sustainable organizational performance in cyber-physical system-based smart factories. Journal of Self-
Governance and Management Economics, 9(2), pp.42-51.
Tunçer, M., Bilici, M.F. and Eryiğit, G., 2021, August. Development of Goal-Oriented Dialogue Systems for
Customer Services in Automotive Industry. In 2021 International Conference on INnovations in
Intelligent SysTems and Applications (INISTA) (pp. 1-7). IEEE.
Ye, Y., Lyu, Y. and He, Y., 2019. Servant leadership and proactive customer service performance. International
Journal of Contemporary Hospitality Management, 31(3), pp.1330-1347.

Zonnenshain, A. and Kenett, R.S., 2020. Quality 4.0—the challenging future of quality engineering. Quality
Engineering, 32(4), pp.614-626.