SITXCCS003A Manage Quality Customer Service

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 A – PROJECT TASKS
INSTRUCTIONS TO CANDIDATES
This assessment is made up of short answer questions.
 The questions are divided into tasks according to the elements within the unit of
competence. There are five tasks in this unit.
 You are required to provide a response to all questions in each section.
 You may source information to answer the questions from the learner guide multimedia
or paper-based resource for this unit.
There may be variations to these Instructions to Candidates for specific examinations. Your
Supervisor will explain any specific requirements.
Result
S = Satisfactory
NS = Not Satisfactory
NA = Not Assessed
Reassessment
S = Satisfactory
NS = Not Satisfactory
NA = Not Assessed
Assessment A  Project Tasks S | NS | NA S | NS | NA
Comments and Feedback:
The Students overall result was: □ Satisfactory □ Unsatisfactory □ Resit Required
Student
Name
Examiner
Name
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SITXCCS008 – DEVELOP & MANAGE QUALITY CUSTOMER
SERVICE PRACTICES
Student
Signature
Examiner
Signature
Date Date
PROJECT TASK A
This assessment relates to element 1 from this unit:
1. Develop approaches to enhance quality customer service.
This assessment addresses the following required skills and knowledge:
Skills
 Critical thinking and problem-solving skills to assess the need for, and make systemic
improvements to address service quality issues.
 Literacy skills to interpret complex information from varied sources and to develop
documents that detail service standards, systems and procedures.
Knowledge
 Overview of the range of market research techniques used to gain information on customer
preferences.
Task A: Research project
Use formal and informal research methods to obtain detailed information about your customer’s
needs, expectations and satisfaction levels.
If you are not currently employed in a hospitality establishment, visit an establishment you know
well and speak to the manager about using their workplace for your research project. Explain
that you may need to spend some time speaking to staff and/or customers, and outline how your
completed research will benefit their establishment.
You are not restricted by the number or type of research methods you can use.
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SITXCCS008 – DEVELOP & MANAGE QUALITY CUSTOMER
SERVICE PRACTICES
You may present the results in any format you choose, but remember the results need to be easily
interpreted by your trainer and other employees in the workplace.
Once you have completed your research, respond to the following questions.
1. What research methods did you use to obtain the information?
Primary research methods are used to incorporate details about customer’s needs, expectations
and satisfaction levels. For incorporating customer feedback, questionnaire has been prepared to
analyse their views and beliefs about the product in the effective and efficient way.
2. What resources did you use to obtain the information? Where possible, attach a copy to
your assessment (e. g., copies of questionnaires or surveys you might have developed).
Do you have any remarks or recommendations that would assist us
with improving our nature of client assistance?
What do you like about our items and administrations, and how we
increase the value of your business?
What do you loathe about our items and administrations, and how we
enhance your business?
How can we fulfill your requirements?
Are you satisfied with the services offered by our front-line
employees?
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SITXCCS008 – DEVELOP & MANAGE QUALITY CUSTOMER
SERVICE PRACTICES
Trainer/Assessor Feedback
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
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SITXCCS008 – DEVELOP & MANAGE QUALITY CUSTOMER
SERVICE PRACTICES
PROJECT TASK B
This assessment relates to elements 1 and 3 from this unit:
1. Develop approaches to enhance quality customer service.
3. Monitor and adjust customer service.
This assessment addresses the following required skills and knowledge:
Skills
 Communication skills to provide support and coaching to a customer service team.
 Critical thinking and problem-solving skills to assess the need for, and make systemic
improvements to address service quality issues.
 Literacy skills to interpret complex information from varied sources and to develop
documents that detail service standards, systems and procedures.
Knowledge
 Roles and responsibilities of management in ensuring quality service within an organisation.
 Concepts of total quality service and total quality management and their application in a given
industry context.
 Role of continuous improvement and benchmarking.
 Methods of implementing quality assurance in the workplace including: establishing and
monitoring standards, staff involvement and reward and evaluating customer service.
 Legislation that impacts on customer service standards and delivery, including relevant
requirements under state fair trading legislation.
 Industry schemes that impact on customer service standards and delivery, such as
accreditation schemes and codes of conduct.
Task B: Written customer service plan
Document a detailed customer service plan to address key quality service issues for your
workplace.
If you are not currently employed in a hospitality establishment, use the information you know
about the workplace you referred to in Project Task A to complete this task.
Remember to address these three key questions:
 Where are we now?
 Where do we want to be?
 How will we get there?

Your completed plan should include clearly defined goals and objectives.
Once you have completed your plan, respond to the following questions.
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SITXCCS008 – DEVELOP & MANAGE QUALITY CUSTOMER
SERVICE PRACTICES
Customer service plan
1. How did you involve staff in the goal-setting process?
I involve staff by describing them benefits of delivering optimum customer satisfaction. Goal
setting is the starting phrase of the process and the involved of the staff members create a
positive sense of feeling in staff’s mind.
2. What are the key quality service issues you addressed in your plan?
The major issue that is addressed in this customer service is arisen from the service delivering
quality of the front-line employees. As many times, front line employees fail to deliver good
customer hospitality because of lack of internet in work.
3. Explain how the following events would impact on your current plan and any adjustments
you might need to make.
A company restructures
As restructuring the company is the great way to incorporate new technology reforms with
various other major changes. Restructuring of the company allows its management to change
policies and standards as per the requirement of the customers.
The introduction of a new establishment database
New introduction of a database
Step 1: Identify the requirement of the customers.
Step 2: Analyse the price value of the money that customers are ready to spend.
Step 3: Provide great hospitality to the customers
Step 4: Handover them contact details of the technical team so they can contact them if they
faced any challenge in the product after using it for several time.
Step 5: Request them to respond on the customer service feedback email.
Step 6: Ask team members to analyse their response and work accordingly.
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