SITXCCS003A Manage Quality Customer Assignment

SITXCCS008 - DEVELOP & MANAGE QUALITY CUSTOMER
SERVICE PRACTICES
Teaching Team HOSPITALITY
Student Name Student No.
Teacher Semester/
Year
Program Name and Code SIT50416 – DIPLOMA OF HOSPITALITY MANAGEMENT
Unit Name and Code SITXCCS008 – DEVELOP AND MANAGE QUALITY
CUSTOMER SERVICE PRACTICES
Assessment Description and
Version
ASSESSMENT C – WORK BOOK – SHORT ANSWER
INSTRUCTIONS FOR STUDENTS
 The questions are divided into three sections according to the elements within the unit of
competence.
 You are to provide answers to each of the questions in a separate document using MS Word
or similar word processing tools. Your document should be professionally formatted with
question retyped and answered,
 You must answer all questions satisfactorily to achieve competency in the unit. The extent of
responses required will vary.
 Your answers should be in your own words, not copied or plagiarised from any person or
source except where appropriate such as a definition, in which cases you should reference
the source.
Choice Business College Pty Ltd
ABN 28 130 302 000 | RTO 41297 | CRICOS PROVIDER CODE 03444C
V 2.0 Last updated 19 June 2018
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SITXCCS008 - DEVELOP & MANAGE QUALITY CUSTOMER
SERVICE PRACTICES
 Ask your assessor if you do not understand a question. Whist your assessor cannot tell you
the answer, he/she may be able to re-word the question for you.
 Re-assessment: If you do not achieve the required standard, you will be given the
opportunity to be re-assessed by our Assessor. Arrangements will be made on an individual
basis. If you are deemed to be NS (Not Satisfactory), your assessor will either ask specific
questions orally, and record them with you using the supplementary evidence sheet or you
will be asked to resubmit your responses in full.
Feedback: Your assessor will provide feedback to students after the completion of the
assessment. The assessor will explain the appeals process when required.
EXAMINER’S COMMENTS AND FEEDBACK
Result
S = Satisfactory
NS = Not
Satisfactory
NA = Not Assessed
Reassessment
S = Satisfactory
NS = Not
Satisfactory
NA = Not Assessed
Assessment C  Work Book – Short
Answer
S | NS | NA S | NS | NA
Comments and Feedback:
The Students overall result was: □ Satisfactory □ Unsatisfactory □ Resit Required
Student
Name
Examiner
Name
Student Examiner
Signature
Choice Business College Pty Ltd
ABN 28 130 302 000 | RTO 41297 | CRICOS PROVIDER CODE 03444C
V 2.0 Last updated 19 June 2018
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SITXCCS008 - DEVELOP & MANAGE QUALITY CUSTOMER
SERVICE PRACTICES
Signature
Date Date
ASSESSMENT C - WORK BOOK – SHORT ANSWER
Section 1: Develop approaches to enhance quality customer service
1. What three questions do you need to ask when researching information about your
customers?
i. What are your beliefs?
ii. What is your monthly spending?
iii. Which medium you prefer more for buying goods? Online channel or offline channel?
Choice Business College Pty Ltd
ABN 28 130 302 000 | RTO 41297 | CRICOS PROVIDER CODE 03444C
V 2.0 Last updated 19 June 2018
3

SITXCCS008 - DEVELOP & MANAGE QUALITY CUSTOMER
SERVICE PRACTICES
2. Provide two examples of both formal and informal research methods you can use to obtain
feedback from customers.
Formal
i. Examples of formal methods to obtain customer feedback:
 When customers share their experience on the social media by incorporting
various hashtags (##).
 When customers respond over email with theri feedback.
ii Examples of informal methods to obtain customer feedback:
 Observation session conducted by the marketers. For example: see the reaction
of the customer when they directly approach to the shopping center for a
particular product. In order to get informal feedback for Samsung TV OLED,
observe the reaction of the customers when they visit in the stores and search
for Samsung TV OLED.
 Exact information from mouth to mouth system. For example: while mouth to
mouth publicity observe what are the key qualities or faults customers
discusses with each other about the product.
3. Briefly explain how you obtain feedback from customers and colleagues in your workplace.
 Email or live chat are the two suitable methods to obtain information about customer
feedbacks. However, it is sad to express that out of 100 only 10 to 15 customers respond.
Choice Business College Pty Ltd
ABN 28 130 302 000 | RTO 41297 | CRICOS PROVIDER CODE 03444C
V 2.0 Last updated 19 June 2018
4