SIT50416: Workplace Diversity and Customer Service Case Study Analysis

This assignment focuses on a case study analysis of ACA Restaurant Cafe's workplace diversity and customer service practices, as part of the SIT50416 Diploma in Hospitality Management. It includes multiple tasks such as questionnaires, survey design, role-playing scenarios, and the development of business documents. Students are assessed on their ability to analyze diversity policies, manage customer service, resolve complaints, and promote a positive workplace environment. The assessment covers topics like recruitment, training, feedback mechanisms, and the application of customer service standards and policies. The tasks require students to demonstrate their understanding of customer needs, expectations, and legislative requirements within the context of the ACA Restaurant Cafe's business plan. The assessment also involves developing a customer service plan, a formal communication strategy, and a documented risk management methodology. The goal is to evaluate the student's ability to apply management skills, improve customer experiences, and enhance the company's reputation.

T-1.8.2
Details of Assessment
Term and Year Time allowed
Assessment No 2 Assessment Weighting 50%
Assessment Type Case Study Analysis, Written Responses, Role play and policy
development
Due Date Room
Details of Subject
Qualification SIT50416 Diploma in Hospitality Management
Subject Name Workplace Diversity and Customer Service
Details of Unit(s) of competency
Unit Code (s) and
Names
BSBDIV501 Manage diversity in the workplace
SITXCCS008 Develop and manage quality customer service practices
Details of Student
Student Name
College Student ID
Student Declaration: I declare that the work submitted is my
own and has not been copied or plagiarised from any person
or source. I acknowledge that I understand the requirements
to complete the assessment tasks. I am also aware of my
right to appeal. The feedback session schedule and
reassessment procedure were explained to me.
Student’s
Signature: ____________________
Date: _____/_____/_________
Details of Assessor
Assessor’s Name
Assessment Outcome
Assessment
Result Competent Not Yet Competent Marks /100
Feedback to Student
Progressive feedback to students, identifying gaps in competency and comments on positive
improvements:
___________________________________________________________________________________
___________________________________________________________________________________
___________________________________________________________________________________
___________________________________________________________________________________
___________________________________________________________________________________
___________________________________________________________________________________
Assessor Declaration: I declare that I have conducted
a fair, valid, reliable and flexible assessment with this
student.
Student attended the feedback session.
Student did not attend the feedback session.
Assessor’s
Signature: ___________________
Date: _____/_____/________
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T-1.8.2
Purpose of the Assessment
The purpose of this assessment is to assess the student
in the following learning outcomes:
Competent (C) Not yet Competent
(NYC)
BSBDIV501 Manage diversity in the workplace
1.1 Locate and review diversity policy
1.2 Determine its application to the specific work context
1.3 Institute actions to ensure that the diversity policy is
understood and implemented by relevant parties
1.4 Provide feedback and suggestions for improvement to
ensure currency and efficacy of diversity policy
2.1 Address own prejudices and demonstrate respect for
difference in personal interactions
2.2 Aim for diversity in selecting and recruiting staff
2.3 Identify and address training needs to address issues of
difference in the team
2.4 Manage tensions and encourage collaboration and respect
between staff who struggle to work effectively with difference
2.5 Assist staff to see that working effectively with difference is
a strength that can improve the organisation’s products,
services and customer relations
2.6 Manage allegations of harassment and address complaints
according to established organisational procedures
3.1 Promote the organisation’s workforce diversity in internal
and external forums to enhance the company’s image and
reputation
3.2 Capture ideas and information from the diversity in the
workforce to enhance products and services and contribute to
competitive advantage
3.3 Support organisational efforts to value diversity
SITXCCS008 Develop and manage quality customer
service practices
1.1 Obtain information on customer needs, expectations and
satisfaction levels using both formal and informal research.
1.2 Provide opportunities for customers and staff to give
feedback on products and services.
1.3 Review changes in internal and external environments and
integrate findings into planning for quality service.
1.4 Provide opportunities for staff to participate in development
of customer service practices.
1.5 Develop policies and procedures for quality service
provision.
2.1 Communicate policies, procedures and expectations to
staff.
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2.2 Make policies readily available to customers and staff.
2.3 Monitor customer service in the workplace to ensure
standards are met.
2.4 Initiate staff training to enhance customer service.
2.5 Take responsibility for service outcomes and dispute
resolution.
2.6 Act as a positive role model for professional standards
expected of service industry personnel.
3.1 Seek ongoing feedback from staff and customers to
improve performance.
3.2 Assess effectiveness of customer service practices.
3.3 Identify systemic customer service problems and adjust
policies and procedures to improve service quality.
3.4 Develop, document and communicate new approaches to
customer service to staff involved in service delivery.
Assessment/evidence gathering conditions
Each assessment component is recorded as either Competent (C) or Not Yet Competent (NYC). A student
can only achieve competence when all assessment components listed under “Purpose of the assessment”
section are recorded as competent. Your trainer will give you feedback after the completion of each
assessment. A student who is assessed as NYC (Not Yet Competent) is eligible for re-assessment.
Resources required for this Assessment
 Computer with relevant software applications.
 Weekly eLearning notes relevant to the tasks/questions
Instructions for Students
Please read the following instructions carefully
 This assessment has to be completed In class At home
 The assessment is to be completed according to the instructions given by your assessor.
 Feedback on each task will be provided to enable you to determine how your work could be improved.
You will be provided with feedback on your work within two weeks of the assessment due date. All other
feedback will be provided by the end of the term.
 Should you not answer the questions correctly, you will be given feedback on the results and your gaps
in knowledge. You will be given another opportunity to demonstrate your knowledge and skills to be
deemed competent for this unit of competency.
 If you are not sure about any aspect of this assessment, please ask for clarification from your assessor.
 Please refer to the College re-assessment and policy for more information (Student handbook).
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ASSESSMENT TASKS
There are five (5) tasks to complete for this unit of competence:
This assessment is based on ACA Restaurant Café’ Business Plan and uses several scenarios to complete
the 5 (five) Tasks. Certain tasks contain sub-tasks with written questionnaires, case study analysis report,
role plays and policy development.
These tasks comprise the assessment of the application of ACA Restaurant Café’ customer service
standards and policy knowledge and identifying and addressing the needs to improve and support
organisational effort to enhance customer value. You will need to demonstrate your management skills in
applying the customer services standards and policy of the restaurant café’ with fostering how staff
should perform so as to improve the overall experience for customers and promote the benefits of a good
customer service as a key point of differentiation that aids to entice new customers in competitive
business environments. The implementation of the customer services policy must reflect the business
summary of ACA Restaurant café’ and should state relevant experience/exposure with such workplace
environment.
You are required to respond to all the tasks by demonstrating your skills and knowledge within the
assessment guidelines and requirements. Certain tasks have been developed with templates, tables and
sections with appropriate spaces, in which you will have to complete and/or provide information to ensure
you demonstrate the skills and knowledge of the units. Marking criteria have been provided to support the
student’s understanding of the requirement for each task.
To be deemed competent in this assessment each student must demonstrate through written reports and
provide information in given templates, the knowledge, and understanding of what actions are necessary to
obtain and keep current with the legislative requirements for their industry and specific business. You will
have to respond to all the tasks by demonstrating your skills and knowledge within the assessment
guidelines and requirements. In Task 3B and 5C there are templates provided, in which you will have to
utilise to ensure you validate the required skills and knowledge.
Your responses must comprise:
 a comprehensive, detailed and integrated customer services information and management plan
 a work plan and operation procedures
 a formal communication strategy
 a reflection of current relevant legislation regarding age, disability, racial, sexual
 formal and planned involvement with a wide range of stakeholders
 a documented risk, issues, and change-management methodology
 a quality execution plan with assurance and control processes of customer services
 a restaurant café’ team-based environment
Evidence of the following is important:
 demonstration of customer services implementation and its policy review within the workplace
 knowledge of customer service application and the promotion of its benefits, strategies to comply
with procedures for handling complaints or harassment allegations, and management plans,
tools, issues, and likely challenges
Task 1 – Research and analysis
This activity has been designed to assess your knowledge and understanding of the need of research for
managing and applying customer services in the workplace.
This task consists of questionnaires which associates with the knowledge of the customer services
standards and policy through reviewing the policy to apply, manage and improve quality services of the ACA
Restaurant café. The responses should include the following:
 Must be relevant to the business functions and customer services policy of ACA Restaurant café
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that you will find in e-learning unless otherwise stated. Responses should link to the theoretical and
legislative aspects of diversity followed by relevant experience/exposure within ACA Restaurant
café’ work environment and the scenario incident stated within the assessment. Your response to
the questionnaires must relate to roles and responsibilities and business of the restaurant café.
 The questionnaires have been developed with templates and sections with appropriate spaces, in
which you will have to complete and/or provide information to ensure you demonstrate the skills and
knowledge of the units. Instructions are provided to which students must comply to gain the
competency level.
 Suggested links provided to support findings. Stimulated to practice.
 Marking allocations have been stated with each task to support the comprehension of the required
information to be delivered.
 Demonstrate that you can or have applied what you have learned, regardless of whether you have
undertaken all the performance requirements of the workplace.
Task 2 – Development of survey
This activity has been designed to assess your knowledge and understanding of seeking customer service
feedback procedure in the workplace.
This task consists of designing and conducting a post service questionnaire which associate with the
knowledge of measuring and determining existing customer needs, wants and expectations from the work
practices of ACA Restaurant Café. The responses should include the following:
 Must be relevant to the scenario occurred in the ACA Restaurant Café within the stated timeframe
and Business Summary plan that you will find in e-learning unless otherwise stated. Responses
should link to the theoretical and legislative aspects of customer service followed by relevant
experience/exposure within ACA Restaurant Café’ work environment. Your response to the
questionnaires must relate to roles and responsibilities and business of the restaurant café.
 Task have been developed to ensure you demonstrate the skills and knowledge of the units.
Instructions are provided to which students must comply to gain the competency level.
 Suggested links provided to support findings. Stimulated to practice.
 Theory answers without reference to ACA Restaurant Café’ business will not be assessed as
satisfactory
 Marking allocations have been stated with each task to support the comprehension of the required
information to be delivered.
 Demonstrate that you can or have applied what you have learned, regardless of whether you have
undertaken all the performance requirements of the workplace.
Task 3 – Role play and formal business document development
This activity has been designed to assess your knowledge and understanding of resolving customer
complaints and the need to retain the customers with enhanced business performances.
This task consists of conducting a role play followed by the development of a formal business document
which associates with the demonstration of responsiveness, ethical and transparent customer services. The
execution of the task should include the following:
 Must be relevant to the customer service policy of ACA Restaurant café and Business Summary
plan that you will find in e-learning unless otherwise stated. Responses should link to the theoretical
and legislative aspects of diversity followed by relevant experience/exposure within ACA Restaurant
café’ work environment. The information provided must relate to roles and responsibilities and
business of the restaurant café.
 A role play task has been developed based on staged real-life workplace environment as will be
generated by your Assessor, with the consideration of the scenario incident provided within the
assessment. Certain procedural acts based on the customer services standards has also been
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contemplated within the development of this task. You are to follow the guidelines on how to
demonstrate the role play with reference to the marking guide provided in the appendices. Partners
from your class will be required to assist you conduct the role play to demonstrate the skills and
knowledge of the units. Instructions are provided to which students must comply to gain the
competency level.
 theory answers without reference to ACA Restaurant Café’ business will not be assessed as
satisfactory
 The development of the formal business document must comprise of the requirements to
accommodate the performance requirements as stated in the task instructions and marking guide,
and to complete this task, the student must comply and use the template provided.
 Demonstrate that you can or have applied what you have learned, regardless of whether you have
undertaken all the performance requirements of the workplace.
Task 4 – Role play and written responses
This activity has been designed to assess your knowledge and understanding of managing quality customer
services through measuring and evaluating the staff performances.
This task consists of conducting a role play followed by written responses for dealing and resolving issues
and grievances of unsatisfactory performances with the intention of fostering supportive approaches to
initiate changes to improve customer services delivery within the business. The execution of the role play
and responses should include the following:
 Must be relevant to the customer service policy of ACA Restaurant Café and Business Summary
plan that you will find in e-learning unless otherwise stated. Responses should link to the theoretical
and legislative aspects of customer service practices followed by relevant experience/exposure
within ACA Restaurant Café’ work environment. The information provided must relate to roles and
responsibilities and business of the restaurant café.
 A role play task has been developed based on staged real-life workplace environment as will be
generated by your Assessor, with the consideration of the scenario incident provided within the
assessment. Certain procedural acts based on the customer services standards has also been
contemplated within the development of this task. You are to follow the guidelines on how to
demonstrate the role play with reference to the marking guide provided in the appendices. Partners
from your class will be required to assist you conduct the role play to demonstrate the skills and
knowledge of the units. Instructions are provided to which students must comply to gain the
competency level.
 theory answers without reference to ACA Restaurant Café’ business will not be assessed as
satisfactory
 The responses to the questionnaires developed must reflect to the consequence of the roleplay
conducted using the reflection of the incident as stated in the scenarios given within the
assessment.
 The information given must comply with the appropriate legislative framework of the policy/
procedure
 Theory answers without reference to ACA Restaurant Café’ business will not be assessed as
satisfactory
 Marking allocations have been stated with each task to support the comprehension of the required
information to be delivered.
 Demonstrate that you can or have applied what you have learned, regardless of whether you have
undertaken all the performance requirements of the workplace.
Task 5 – Written responses, flowchart and policy development
This activity has been designed to assess your knowledge and understanding of developing and
implementing adjustments to customer service processes, policies and procedures within the business.
This task consists of written responses and a flowchart to assist in the development of customer services
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policy and its continuation that supports the internal procedure of ACA Restaurant Café. Delivering in a
report format, questionnaires and policy development delivery associates with the demonstration for
benchmarking and performing widespread investigations to remove the inconsistencies. The responses,
flowchart and the policy development should include the following:
 Must be relevant to the customer service standards and policy of ACA Restaurant Café and
Business Summary plan, that you will find in e-learning unless otherwise stated. Responses should
link to the theoretical and legislative aspects of customer services practices followed by relevant
experience/exposure within ACA Restaurant café’ work environment. The information provided
must relate to roles and responsibilities and business of the Restaurant café.
 To generate the policies, you must refer to the existing customer service standards and policies and
to the relevant scenario incidents. Previous tasks responses should be considered as a continuation
process of customer service improvements to create new policies for ACA Restaurant Café. This is
to ensure demonstrating the skills and knowledge of the units. Instructions are provided to which
students must comply to gain the competency level.
 The development of the policies document must comprise of the requirements to accommodate the
performance requirements as stated in the task instructions and marking guide, and to complete this
task, the student must comply and use the template provided
 The responses to questionnaires and flowchart that are to be provided, must reflect to the relevant
scenario incidents and the previous tasks responses to foster the consistency of improved work
process. Questionnaires have been with templates and sections with appropriate spaces, in which
you will have to complete and/or provide information.
 The information given must comply with the appropriate legislative framework of the policy/
procedure
 Theory answers without reference to ACA Restaurant Café’ business will not be assessed as
satisfactory
 Marking allocations have been stated with each task to support the comprehension of the required
information to be delivered.
 Demonstrate that you can or have applied what you have learned, regardless of whether you have
undertaken all the performance requirements of the workplace.
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TABLE OF CONTENT
CONTENT PAGES MARKS MARKS
ACHIEVED
Task 1 - Research Analysis to Plan for Quality Service (Total of 10 marks)
Written Responses (Total of 10 marks)
Q1: Methods of market research 1
Q2: Addressing neglected areas of customer service 3
Q3: Formal and informal research to benchmark 3
Q4: Record innovative approaches to improve service delivery 3
TASK 2 - Customer Feedback Surveys (Total of 5 marks)
Develop Post Customer Feedback Survey 5
TASK 3 - Customer Complaint Resolution Role Play and business letter (Total of 8 marks)
A. Phone Call Complaint Resolution Role Play 5
B. Prepare a formal business apology letter 3
Task 4 - Development of Customer Service Practices and Communication (Total of 7 marks)
A. Conduct a Team Briefing Role play 5
B. Written Responses (Total of 2 marks)
Q1. Significant causes of issue/opportunities that must be
prioritised
1
Q2. Evaluating feedback and importance of staff involvement 1
TASK 5 - Adjustments to policies and procedures (Total of 20 marks)
A. Written Responses (Total of 2 marks)
Q1. Critical examination of existing customer service policies 1
Q2. Consideration of changes to existing customer service policy 1
B. Organisational restructure for complaint handling 1
C. Develop three polices for customer service (Total of 15 marks)
i. Policy 1 5
ii. Policy 2 5
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iii. Policy 3 5
D. Written Responses (Total of 2 marks)
Q1: Documentation, accessibility and communication of changes to
service practices
1
Q2: Initiating improvements and monitor staff performances to meet
standards
1
TOTAL MARKS 50
The learner is required to update and adjust the page numbers and topics based on the amount of their content
and the responses made to each task.
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Develop and Manage Quality Customer Service practices
As stated in the Business details above, ACA Restaurant Cafe’ is owned and managed by partners
Emma Supreme and Rufus Clarendon. It is located within ACA Hotel.
The Restaurant Café’ is currently open:
Monday – Friday: 6:00am – 9:30pm
Saturday: 8:00am – 4:00 pm
Sunday 8:00am – 12:00 pm
ACA Restaurant Cafe’ has been experiencing consistent growth in sales and numbers of customers
over the last two years.
The Owners of ACA Restaurant Cafe’, fosters an environment of energy, skills, and determination to
exceed the customer’s expectation. Understanding the need for quality customer service being a vital
element of the business operations, they cater to improve the implementation of innovative strategies
and service policies that address every conceivable aspect of the customer experience. Establishing a
strong customer standard by delivering quality products and services has been a drive to retain their
customers and increase profits throughout the years.
BACKGROUND
John Smith is the CEO of Clarendon College, Level 1, 123 Martin Place, NSW 2000 that has multiple
branches across Australia. With its growth in partnership with leading organisations, Mr. Smith fosters
to support and empower positive student engagement, and bring together community resources to
enrich their learning and wellbeing.
To ensure the business builds relationships, trust and expands unceasingly, from time to time he
would host occasions for clients from all around Australian, with the aim to exchange values and
establish new professional relationships and strengthen existing ones. He had been very happy with
the services of ACA Hotel and having ACA Restaurant Café’ within its facility, it has fulfilled his needs
in looking after his guests in the past. His Clients would stay-over in the Hotel and enjoy dining at ACA
Restaurant Café’. Only once, he had a trifling issue with ACA Restaurant Café in the past, but that
was looked after well and immediately solved. He was satisfied with the overall experience.
Just recently, he has made a new contract agreement to collaborate a project with Pacific Training &
Consultancy Firm.
SCENARIO 1
Mr. Smith decided to celebrate the success of the new contract with Clarendon College and Pacific
Training & Consultancy Firm from Melbourne. He had already booked in for accommodation, 2
months prior, with ACA Hotel for 10 people, and equipped to make arrangements for an exquisite
dining experience at the ACA Restaurant Café.
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To ensure a nice table had been booked for his 10 guests, he contacted
the Restaurant Café’ via phone to make a reservation on the 12th
August 2019. He contacted them straight after he made the booking at the ACA hotel for one night on
the 15th October 2019. It was lunchtime at 12:30 pm, when he contacted the ACA Restaurant Café’.
The initial conversation started with a female staff (Imogen O’Hara) of the restaurant. While she was
taking the order, it seemed that she was not sure of the items he was ordering and notified that she
preferred Mr. Smith spoke to another experienced staff, as she was a new recruit and was still
learning the booking for events.
Mr. Smith was getting quite impatient as he had a meeting to attend soon and that a similar case with
taking delayed order has happened in the past with this restaurant Café. But the Restaurant Manager,
Joe Roux had taken full control immediately and compensated. The outcome of that event ended
really well.
To appreciate his loyalty as a customer, Mr. Smith was keen to celebrate this event again with this
restaurant café’, and also having the hotel adjacent, it would be easier for his colleagues from
Melbourne for accommodation.
He was put on hold over 10 minutes. The phone was then passed to Sally. She did not apologise to
Mr. Smith for the wait and asked him straight away ‘Yes? How can I help you?”
Mr. Smith started to place the order, but it seemed that Sally was rushing in taking the orders and
making errors in recoding them. Being very frustrated Mr. Smith asked if there was anyone else who
could take the order as it seemed, she did not know the products and did not know how to order. “I
have repeated myself three times! I don’t know why you cannot understand?” said Mr. Smith.
To that, Sally got very angry and said, “It’s just very busy here and I am taking the order and I don’t
understand your accent! I am trying my best!”
Mr. Smith felt very offended and thought that being a racist comment. However, decided to ignore her
remark. But mostly what bothered Mr. Smith the most was, that she was talking to other staffs in
between taking his orders. She kept on saying that it was very busy in the restaurant and that the new
system the restaurant has implemented is too complicated and that she was having difficulty placing
the order. Irritation was clearly evident in her tone of voice.
It took over 20 minutes to finalise the order, which had already delayed Mr. Smith’s meeting. Sally
declared the total amount and asked him to make the payment. Mr. Smith did not want to further deal
with Sally, as he was finding her very rude. He avoided informing her that in the past he had to pay
only 50 % in advance and the remaining would be billed at the end of the event. But it was a bit
surprising to Mr. Smith that the amount billed was much higher than his expectation.
When asked to clarify, Sally stated, “I don’t know what you ordered last time. The prices of the items
have gone up but sorry, I don’t know by how much, and if you don’t want to pay that much, you can
order something cheaper maybe, if you know what you ordered before, or cancel any item”.
She was getting agitated and sounded very abrupt to Mr. Smith. She did not even bother to offer any
other options or any other substitute suitable items for Mr. Smith to decide, rather waited for him to
reply.
“I had been to your restaurant before and have had similar events there, you should have my previous
orders in your system. Why is it not there?’” Which is what Mr. Smith queried.
“No, I can’t see it. It’s a new system, there is no record”, Sally snapped.
Being extremely disappointed with the customer service, Mr. Smith paid for the items. He was
astounded she put no effort to even look for his records within the system. He receives regular emails
and notifications; his records must be within their database. He decided not to speak her again in the
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future. He will ask for some else or even call later if needed. But he took
note to let the Manager know about his experience when he attends on
the day of the event.
Mr. Smith had reserved for the event to happen at 7 pm on the same night he had booked for the
night his guest will stay at the ACA Hotel, which was a Tuesday 15th October 2019. He chose the day
purposefully, to avoid the busy or peak rush periods that will allow some quality time conversing with
his new clients. They will perform corporate purposes by visiting Clarendon College and finalise
business contracts during the day and celebrate the new business relationship at night. The guests
plan to return back to Melbourne the day after just before noon.
Just one week prior to the event, Mr. Smith contacted the restaurant Café’ again, during the breakfast
period just after 8:00 am, to confirm his reservations. One of the staff members, Long, confirmed that
his table has been confirmed for 8 people and not for 10. Mr. Smith was annoyed, as after spending
so much time ordering, which delayed his meeting that day, Sally had still made an error. Mr. Smith
expressed his severe disappointment. The staff apologised for the error and guaranteed to fix
immediately as it was just adding two more guests. Mr. Smith also requested to confirm if the food
that was ordered was entered correctly for 10 people. The staff confirmed that all has been taken care
of.
On the day of the event, Mr. Smith was surprised to see the restaurant was full of customers and
found the table he reserved was set up for 8 people. It was just 10 minutes to 7 pm. Staffs (Bill, Jack,
Long and Imogen) present were unable to locate any booking was done for 10 people. They said it
had the reservation for 8 people in the system. Mr. Smith had already been waiting for 10 minutes and
feeling very embarrassed in front of his guests, he was getting very frustrated and demanded to see
the Manager, Joe Roux.
Joe had taken a day off for personal reasons and the Second Manager, Tony Baldwin was attending a
meeting and was running late in returning. So, the Team leader, Bill Cruise had been asked to attend.
He quickly made arrangements for all his quests to have a seat and listened to Mr. Smith’s complaint.
Bill apologised and that he will ensure the food will be served for 10 people. While Bill was
investigating, he arranged for the staff to serve some complimentary drinks to make up for the error.
As the restaurant was so busy, the Bartender struggled to keep up with the orders. Mr. Smith and his
guests waited for a further 15 minutes until the drinks had arrived.
Bill returned stating that is was an unusually busy day for a Monday and that the delivery of the food
might be 10 - 15 minutes late, as the system showed dinner for only 8 people, and now they have to
make two extras. Mr. Smith was furious and demanded to speak to the Managers as he cannot risk
his guest waiting for that long.
“Why is there no Manager available if it’s a busy day?” – asked by Mr. Smith. Bill explained that the
Managers are always present, but they had been away for a personal reason, and knowing that
Monday is usually not a busy night, the Second Manager had a meeting but was running late. Rather
than apologising Bill was defending the situation and seems not to care.
The food arrived late as near to 8 o’clock. Each time the staffs (Long and Sandra) placed food on the
table and would hastily leave. There was no courtesy in their mannerism, and it seemed that they all
were in a rush clearing their table, as well other tables so that other customers could get a seat. Two
main dishes were served much delayed and they were cold. No staff were available to inform them
the situation.
The food was not up to the level of Mr. Smith’s expectation and he was very embarrassed in front of
his new clients for such a poor dinner arrangement.
At the end of the event, on his way out, Mr. Smith asked Bill for a refund. “I am very displeased with
your services today. The food was not great at all. Two dishes were just cold. And all your staff are
just unprofessional! They don’t seem to be qualified at all. This experience has severely impacted on
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my image towards my business associates today. I came here because
last few times the services and food were great and having the hotel
adjacent makes it easier! I want a full refund! “
Bill stated that he does not know the refund policy for events, “I can only process the walk-in bills but
not events or parties”. He added that only the Managers can process it, however, none of them were
present that night.
In response to that Mr. Smith outraged that he will formally complain to the Owner. “What is the
process to complain?” Bill ran and handed him a plain A4 paper and pen and asked him to write it
down his concerns. Mr. Smith looked that the blank paper and asked “You do not have any complaint
form? What is the guarantee that this document will reach the Owner? I need a more confident way to
contact the Owner. Can I complain online?”
Bill plainly responded “I am not sure about the online, you can try searching at our website. Usually
there should be a place where you can complain. I am not too sure. But if you write down your
concern; I will pass it to the Managers”.
Mr. Smith left the restaurant feeling disgusted with the poor quality of customer service and mortified
that his new Clients had to experience such. It was way past 10:30 pm when they had left.
SCENARIO 2
The General Manager of ACA Hotel had notified you (as Joe Roux) , the Manager of ACA
Restaurant Café’ the next day of the occurrence stated in Scenario 1, that he was directly addressed
a complaint from Mr Smith during the check-out of his guests about the incident the night before. He
has written a formal complaint letter against ACA Restaurant Café’. As both the Managers of the
Restaurant Café’ had not been present that night, and as the staff could not provide him accurate
information on how to lodge the complaint, he decided to hand over the written complaint to the Hotel
Manager. He requested that he brought forward this issue to the Owners of the Restaurant Cafe’. The
General Manager added that Mr Smith was very upset and declared that he wishes not to ever return
to the restaurant due to its poor-quality customer service and inappropriate staff behaviour. This will
impact in losing loyal customers for ACA Hotel as well. The General Manager of the hotel apprehends
that if he posts any negative review online, this can lead to possible reputational damage for the hotel
and loosing potential customers including existing ones (economic downturn). As the restaurant café
and hotel have worked in collaboration to support customer retention, he contemplates that ACA
Restaurant Café’ should take the full responsibility to rectify this situation to avoid escalation of more
an unpleasant direction and ensure that such negative experience should not reoccur. This matter has
been addressed to the Owners of ACA Restaurant Café by you and they have called for an immediate
resolution action to be exercised for reviewing, redesigning, validating and implementing changes to
the customer service standards, policies and practices. This is to reduce and avoid any adverse
experiences – both for the internal and external customers.
Task 1 - Research Analysis to Plan for Quality Service
ACA Restaurant Cafe’ Owners strive in providing high service quality and endeavour to deliver a
quality service in accordance with the highest standards of effectiveness, efficiency and integrity.
Meeting the needs and expectations of their customers and by keeping in touch with the customers,
they have gained valuable feedback and loyalty on their service.
The Owners continue regularly to monitor and report on the Restaurant Cafe’s performance and
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T-1.8.2
customer satisfaction levels to ensure they are reaching the required
standards and are delivering a high-quality service to all the customers.
The results prove the relationship between service quality scopes and customer satisfaction. The
Owners always ensure the standards and policies are available within the website and internal
database of the business to all staff member to reflect on procedures for quality service delivery.
However, since the incident occurred stated in Scenario 1, the Owners are apprehended that they are
in despairing need to criticise their research data about the customers as they believe if appropriate
and accurate data is gathered it will assist the Restaurant Café’ learn more strategies to contribute in
the work operation to refine and grow the business. The research being conducted before, during and
after sales is very important as changes may occur from time to time. This can attract new customers
as well as retain existing customers.
You, as the Manager of ACA Restaurant Cafe’ have been given the responsibility to locate the ACA
Restaurant Café’ Customer Service Standards policy, which can be located on e-learning, and to
enhance quality service by reviewing the policy as well as the internal and external environment. Aim
is to identify and integrate any findings into planning improved customer service practices. The ACA
Restaurant Café’ Customer Service Standards policy is available on e-learning.
As an initiative you have decided to conduct customer research yourself about ACA Restaurant
Café’s customers and its market or competitors. This can help setting targets and goals for customer
service.
Your task is to:
Written Responses:
Respond to the following queries in the appropriate spaces below:
All responses must:
 be relevant to the customer service standards and policy of ACA Restaurant Café’ and Scenario
1, unless otherwise stated.
 demonstrate that you can or have applied what you have learned from acknowledging the policy
 theory answers without reference to ACA Restaurant Café’ business will not be assessed as
satisfactory
<50% marks of the allocated marks for the questions and answers in Task 1 (Q1 – Q4), will be given for providing theoretical
aspect and remaining 50% marks for providing the relevancy on how the information fits in with business operations of ACA
Restaurant Café’. Only theoretical responses will not be accepted, and 50% marks will be allocated, should that be the case.
However, Assessor to assess if relevant theory has been provided by the student as per the requirement of the tasks. Non-
relevant answers will be considered not satisfactory>
10 Marks
Question 1: State what basic market research methods can be done by you to identify the
customer needs and wants? <0.5 marks for stating the research method and 0.5 marks for the explanation. Total of
1 mark> 1 Mark
The basic market research methods that can be done to identify the customers are:
Surveys, focus groups and field trial.
Question 2: As the Manager, you have identified that utilising market research can assist ACA
Restaurant Cafe’ in pursuing opportunities to overcome poor customer service and enhance quality
service and product offering.
Based on your chosen research method/s stated in Task 1 Q1 above, identify any businesses that
operate as similar to ACA Restaurant Café of your choice, and conduct a research to address what
areas were neglected, or not adequately addressed within the customer services standards based
on the situation stated in Scenario 1?
3 Marks
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T-1.8.2
You may also choose to use the following website links to support your findings if needed:
 www.crestaurant.com.au
 www.billandtonis.com.au
 www.restauranthubert.com
 www.eaudevie.com.au
 www.quay.com.au
<0.5 mark allocated for identifying similar business, 1 mark for stating the neglected areas and 1 mark for explanation and
0.5 mark relating to Scenario 1. Total of 3 marks>
One of the businesses that offer similar services to ACA restaurant is the Langham hotel in
Sydney. The neglected areas of the hotel were the general customer service. The customer
service area of the hotel was not adequately addressed. This created significant issues for
the hotel business. Thus, it was found that the staffs were generally very unaware of the
customer’s needs. Hence, it was found that the staffs generally were not paying any
attention towards the concerns of the customer. Thus, the quality of services deteriorated
and the people were unable to get the services that they were paying for. This was also the
case that was noticed in case of the ACA restaurant as in this case also the restaurant staffs
and managers were unable to address the needs of the customer and even ended up
offending them.
Question 3: Give a brief outline of 250-300 words of how you, as the Manager, may use the
various methods of formal and informal research to benchmark against leading competitors and
best practice organisation to provide a basis for setting standard of excellence to establish within
the policies and procedures of ACA Restaurant Café.
3 Marks
You are to consider the following:
• Primary or secondary sources for gathering information
• Analysis of competitive environment and service trends
• Use of Focus groups for data collection
• Qualitative and Quantitative research
• Feedback from internal colleagues and customers
• Service providers can provide valuable information about customers
<1 mark allocated for stating your reason of usage of formal and informal research methods and 2 mark for explanation with
relevancy to the ACA restaurant café’ business. Total of 3 marks>
It can be said that the decisive factor many times in choosing hotels and restaurant
becomes the type of services that are provided in the hotel. It can be said that the best
research methods that can be utilized are customer surveys and customer feedback forms.
An analysis of the same for the leading hospitality firms point to the fact that the most
important factors that determine customer attention are quality of products and customer
service. ACA restaurant would have to ensure quick training for their staffs. One of the
primary parameters would be the knowledge of all the products and services that are
offered. This should be made clear to all the new employees through proper training.
Another important factor is communication. The restaurant has to make sure that the
employees, especially those that take part in taking the orders are aware of how they speak
with the customers.
As a manager it becomes important to provide effective assistance to all the employees that
are working for the restaurant. Thus, it becomes important that the set standards are
effectively utilized towards implementing policies that can help to gain positive customer
attention. Parameters would make sure that the employees know how to perform. There
should be strict guidelines through which the employees would be able to perform. There
should be proper guidelines set that can help the employees to improve their
communication levels. Most of the problems that have been identified are due to the
communication issues that were present between the restaurant employees and the
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T-1.8.2
managers. Another important parameter and guideline would be time management. Time
management is important and should be utilized in the same way by the hotel management.
The effective management of time can help the organization to perform well and improve
their positive review.
Question 4: Discuss in 100-150 words, from the research evidence you have gathered from Task
1 Q2 as stated above, how you can create and record any innovative approaches to improve the
customer service delivery reflecting the situation as stated in Scenario 1.
<1 mark allocated for stating innovative approaches and 2 marks for explanation with relevancy to the ACA restaurant café’
business. Total of 3 marks> 3 Marks
The research was conducted on the Langham hotel in Sydney. It was found that customer
service is a main weakness of many of the hotels that are operating within the given
industry. It is important to note that communication is the main aspect that need to be
improved in all the given hotel enterprises. Thus, it is important the communication is made
easier. More emphasis needs to be presented to the customer’s needs. Thus, the customers
need to be given more options when they order their services online. The customers need to
be given a place online where their ideal service requirements can be stated. This way the
hotel would know beforehand what the customer would like. This way the communication
aspects can be improved. Greater emphasis can be provided by the employees after this on
serving the customers in accordance of their requirements as stated online. Another
innovative idea that can be implemented would be the creation of customer profiles. This
can be aligned with what they normally prefer and the staff can be trained in order to take
their orders accordingly and serve them.
Task 2 Customer Feedback service survey
ACA Restaurant Cafe’ comprehends that customers will always favour products or services that gives
them supreme satisfaction. For that, the Owners have always been proactive to learn whether the
consumers’ consumption habits have changed and with the increasing number of businesses and
growing competitions today, if they are able to meet their demands and making profits.
Now that you have conducted research analysis in Task 1, to ascertain how different other
competitor’s quality services are to ACA Restaurant Cafe’, you need to learn and measure how these
competitors are doing better and whether they are customers’ first choice. As a continuation of your
investigation of the poor services provided as stated in Scenario 1, you have been assigned the
responsibility to create and post a new customer feedback survey online.
It has been decided that designing and conducting a post service surveys for both internal and
external customers will assist ACA Restaurant Café to acknowledge and measure whether
unsatisfactory performances are being repeatedly executed and determine whether existing customer
needs, wants and expectations are being met or are they presenting approaches with choice of
preferences or changes. Due to the incident occurring as stated in Scenario 1, consistently collecting
customers post customer service input should help evaluate the level of customer service provided
and eliminate any barriers creating unnecessary negative experiences. The aim is to implement
improvement to foster a long-term relationship with the customers.
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T-1.8.2
Your task is to:
Design a post service customer feedback online (to post on the business’s website and/or to send via
email) for all of ACA Restaurant Cafe’s customers ( both internal and external which includes
corporate clients, suppliers etc.) which must include 10 questions that ensures situation stated in
Scenario 1, does not reoccur.
5 Marks
This feedback will elicit useful information that will guarantee ACA Restaurant Cafe’ to meet the
customers wants and needs.
For the post customer survey, you may use a variety of questioning methods including
 Open-ended question
 Closed – ended question
 Structured or semi structured
 Semantic differential scale
 Rating Scaled queries
 Likert typed
 Dichotomous questions
 Multiple-choice questions
 Rand ordered questions
You may visit the following link in order to develop a better comprehension of the type of survey
questions that seem suitable for ACA Restaurant Cafe’ and its customers.
https://www.questionpro.com/article/survey-question-answer-type.html
You must ensure the questionnaires reflect its business objectives, areas of trade, service periods
and strategic direction that fosters effective customer services standards and that they associate to
the situation as stated in Scenario 1. A tabular form of the survey may be used.
Templates can also be found from the following link:
https://www.surveymonkey.com/mp/restaurant-feedback-survey-template/
<3 marks allocated for providing total of 10 questionnaires for the survey (Total of 3 marks for all 10 questions), 2 marks for the
reflection of the business objectives, areas of trade and service periods within the questionnaires and 1 mark for connecting to
Scenario 1. Total of 5 marks>
<https://www.surveymonkey.com/r/F3BZBFW>
The survey link is given above
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T-1.8.2
Task 3 - Formal and Informal Customer Complaint Resolution
ACA Restaurant Cafe’ nurtures in designing complaints process to encourage fast and efficient
resolution of any issue at the first point of contact provide a fair and reasonable outcome to all parties
involved. The Owners always aim to provide all with splendid customer service and recognises that
customers have the right to express displeasure with any of their products, services, staff or
procedures.
However, recently, after the incident occurrence as stated in Scenario 1, a comprehensive post
customer service survey was conducted as stated in Task 2, in which the results, (replies to post
customer feedback survey) depicted a negative trend. The Owners have decided to take prompt
action dealing with the complaint in a positive and constructive manner to retain the customers that
will result in improved business processes and repeat business.
According to the result of the survey, common complaints, securing the highest numbers of negative
feedback, including from Clarendon College (Mr Smith, Appendix 1) were related to bookings and
ordering over the phone, late food delivery and staff hosting and presentation. Second to this includes
that response time of the waiters/waitress during peak hours, followed by unawareness of team
members regarding returns and refund raised quite attention. The result was quite alarming to the
Owners and you, as the Manager have been given the accountability to look into the matter and
resolve the issues.
So as an initial start, you have decided to contact Mr. Smith via phone (informal) two days after the
incident occurred as stated in Scenario 1, followed by a formal written apology letter. You aim to make
him develop a sense of respect and feel important about taking the time to discuss the raised issue
with him and appreciate to gain the opportunity to put things right ensuring non-reoccurrence of the
incident, as stated in Scenario 1, and achieve his trust on the services of ACA Restaurant Café’ again.
Your task is to:
A. Conduct a 5-minute phone-call roleplay with Mr Smith (played by your partner based on
information stated in Appendix 1) to discuss his complain addressed to the General Manager of
ACA Hotel and his feedback provided in the post customer feedback survey (online). This is to
ensure appropriate method of continuous improvements of customer services are implemented
and monitored to meet the expected standards. 5 Marks
During your roleplay, you must address the following within your discussion with Mr Smith (played
by one of the classmates - Please see Appendix 1 for details);
 The past experiences and performances before the situation stated in Scenario 1
 Actions to rectify the problem of any service delays, bookings, staff performance and skills,
quality of products and price, service periods and timing, user-friendly technology system
(online complaint lodgement process) and any compensation or loyalty benefits that may be
suitable.
 Review of and outlining future changes to service policies, procedures and training to be
undertaken by the staff
 How will these changes be monitored to ensure effectiveness of customer service practices?
 Ensure refund and cancellation fee issues fit with the Consumer protection laws of NSW.
 Please refer to the Marking Guide in Appendix 2
Answer – In the following scenario, it was stated that Mr. Smith had a horrible experience with the
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T-1.8.2
customer service of the hotel and also there have been many kind of ill
behaviour with the guest in front of the guests of Mr. Smith. Thus, a
complain was lodged by Mr. Smith for making further notice to the owner directly stating there have
not been any proper service while Mr. Smith was present at the restaurant café, along with poor
quality of food. Also, Mr. Smith states that there have been many errors in taking orders while pre
booking tables for Mr. Smith guests. There should be a table for 10 guests that Mr. Smith have
booked for but there was several mistakes made by a staff named Sally. Thus, to solve the issue and
get back Mr. Smith’s loyalty over the office, the manager of ACA restaurant and café Joe Roux have
called Mr. Smith imn behave of the restaurant for apologising and to take back his complaint do that
ACA would not lose their potential customers and brand name that they have developed.
 Mr. Smith – Hello?
 Manager – Hello sir. I am Joe Roux, General Manager of ACA Restaurant and Café.
 Mr. Smith – Oh yes (in a disgusted voice)
 Manager – I have received your complaint and have overlooked over your past
experience. I am really sorry for what you have been through in my absence. Please
provide us a chance to make it up to you in behalf of the restaurant and my peer staffs.
 Mr. Smith – Well, I am in a meeting, call me after an hour.
 Manager – Sure sir, no problem.
 *After one hour*
 Mr. Smith – Hello?
 Manager – Hello sir. I am Joe Roux, General Manager of ACA Restaurant and Café.
 Mr. Smith – Yes say now.
 Manager – Dear sir, I am sorry for your past experience on 12th August 2019. On that very
day, I was on a leave due opt some personal reasons that occurred. Some of the new
staffs are not clear with your whereabouts and how frequently you visit the restaurant.
They are new and made some mis….
 Mr. Smith – (cutting the manager in the middle of the speech), Let me just stop you there,
I would not be taking back my complaint. I am adamant of my decision and I would be
clearly make sure that this is reported to the owner himself.
 Manager – Sir, I am sorry for the last experience you had in the café. As it was busty day
in the restaurant, many staff were busy in keeping all the other customers up to date and
serving them. Thus there have been some miscommunication among the staff people in
the restaurant.
 Mr. Smith – Let me work through what have happened to me while pre booking the tables
at your restaurant. While I was booking the table at the restaurant for 10 people!! Please
note 10 people. I had to wait for a long time. After you came in and take the call, the table
was booked for 10 people is what was said to me by you. After one week when I called to
confirm my order, there have been some misplacement in the order. The table have been
booked for only 8 people. Also at the time of ordering the food, a staff named Sally was
taking the orders and she did not know a single thing about the availability of food at the
restaurant. Also the staff was misbehaving with me and disrespecting me while talking to
other staffs. Therefore, she must have made several mistakes while taking the orders. I
also had to pay full amount at the time of booking, where the last time I only had to pay 50
percent of the amount and the rest after the end of the event. All I was told is that there
have been a change of system at the restaurant and all the previous policies have
changed. So, I won’t be taking my complaint back.
B. Prepare a formal business apology letter addressing to Mr Smith: 3 Marks
Please ensure your letter contains the following:
 Letter to be written within the given space (template) below
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T-1.8.2
 100% accuracy is maintained to achieve a competent grade
covering the criteria as per the letter marking guide given below
 Business formal letter with mistakes will not be overlooked
Letter of Apology
ACA Restaurant and Café
Private and confidential
To,
Smith
Melbourne
Subject: Apology for poor quality of service and misconducts facing as a customer
Dear Mr. Smith,
Please consider your sincere apology as I, along with all the members of ACA Restaurant
and Café are apologizing to you for the mistreatment that you have received at the
restaurant. It is true that there have been a change in the system of operation and
management at the restaurant, though this change is none of your concern. The change
would not be able to make you feel unwanted or disrespectful in any manner at the
restaurant. While pre booking the tables, there have been a mistake due to the installation
of the new system. Thus, all the previous data related to our potential customers were lost.
Thus, this is the reason why your data for previous payment was not found.
Although, it would hurt me to accept that there have been many misconducts that you had
to face from our end. The quality of food, the service and many more from your point of
view. I would assure you that we would be taking your complaint as feedback any try to
shape the restaurant accordingly so that neither you nor any of the customer would be
facing such issues. It would be my pleasure to tell you that your feedback would be
assessed for making other customers experience more feasible and pleasant.
Therefore, it would be my earnest request to you not post any compliant online that would
hamper the restaurant. It would be really grateful for you if you consider us one last time
and come to enjoy our hospitality again.
Thank you
Yours’ Truly
Joe Roux
General Manager of ACA Restaurant and Café
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T-1.8.2
Assessment Criteria Letter (Trainer Use Only)
Assessment criteria Explanation of the criteria Marks
Allocated
Marks
Achieved
Format Consistent with professional letter format 0.25
Addresses and date Correctly placed and formatted 0.25
Use name and position of
victim in the address Include prominently as required 0.25
Reference the Customer’s
Complaint (e.g. date of
complaint lodged, time and date
of occurrence)
State detail of complaint, time and date of
occurrence and lodgement 0.25
Appropriate greeting and
ending
E.g. “Dear Ms Jones” not “Dear Ms Emma”,
ending “Yours sincerely” <first name>
<surname>
0.25
Opening information Expressing appreciation for time 0.25
Convey repentance
State regret of act expressing the conscience
perceiving to have gone against their
subjective wisdom of right and wrong
0.25
Confirm taking ownership
Declare ownership of mistakes and include
empathy to demonstrate understanding of
feelings
0.25
Assure making amendments Explain how you plan to right the situation
and the drive to include changes 0.25
Confirmation of non-occurrence
Include reassurance that what happened will
not reoccur with assurance stating actions to
be taken
0.25
Plain English Clear, concise, accurate 0.25
Grammar and vocabulary No grammar or vocabulary mistakes 0.25
Total 3
Task 4 - Development of Customer Service Practices and Communication
After the phone conversation with Mr Smith as conducted in Task 3A and from the analysis of the
overall result outcome of the customer post survey (Task 2), you, the Manager, have identified and
reported to the Owners the overall under-performance customer service delivery of the Restaurant
café’ and that likely, the outcome will negatively affect productivity and ultimately, the bottom line. You
have emphasised the need for urgent rectification for consistent and objective methods for evaluating
the staff performances. This should foster gathering sources of information on current service trends
and consider how much changes may need to be implemented to recover the service delivery within
the restaurant café ‘as per their expected standards.
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T-1.8.2
Seeing the corollary benefits of innovation and higher profits is not
enough to gain success, if the restaurant café cannot sense the sheer
satisfaction of standing at the helm of an entirely engaged workforce. It is significant to explore for
mutual trends in which staffs are executing good work and where they are failing which nurtures
evaluation of practices for quality service provision.
The Owners consider that while decision-making in changes or strategies to improve the business is
in within their hands, staff participation and communication to them can reach out for their valuable
input. They spend a great which can add value in towards the business.
You, as the Manager have been assigned the duty to create an environment for the involvement of
the staff members to furnish supportive strategies for developing and instigating any changes to
improve the performance of customer services within the restaurant café’ .
Your task is to:
A. Conduct a Team Briefing role play 5 Marks
You, as the Manager, are required to conduct a team briefing, assuming the work environment where
you have invited all the staff members of ACA Restaurant Café’, in turns to be present during the
course of a business day, as you sense communication regarding the unsatisfactory customer service
must be addressed to all team members. This should underpin stronger awareness, understanding
and ownership of outcome and for staff to feel cooperation in the workplace.
Your task will be to conduct a role play with two of your classmates (based on information stated in
Appendix 2), who will take the role of any of the staff members of ACA Restaurant Café’ as stated in
Scenario 1. Whilst you present the team briefing, they (your classmates) will provide feedback or
express their complaints or issues faced within the business. Your classmate must refer to the
situation stated in Scenario 1 and the issue they have faced which resulted of poor customer service.
Your role play must consider:
 Reference to the complaint lodged by Mr Smith (Scenario 1, Task 3A) and results of online
feedback (Task 2)
 phone conversation with Mr Smith (Task 3A)
 recap of issue to clarify
 identified poor customer services and management of behaviour
 product and pricing knowledge
 review the understanding of policies and standards that the business provides convenience to
staff within the business’s database and website and also use of feedback survey
 management decision for change of work operations: reflect the followings:
 to review, evaluate and adjustment to policy and its development
 work operation to be revised with considering of any organisational restructures to suit
business needs if required
 monitoring customer service policies and procedures
 application of innovative approach applicable to all business areas and for all service
periods, which includes breakfast, lunch, dinner and any events
 relevant training to be provided if needed
 ensure consensus of all parties involved to influence sense of ownership takes place and
to be more acceptable of any changes made
 Please refer to Marking Guide in Appendix 4
Answer –
 Bill Cruise - Team Leader
 Jack Fry – Senior Wait Staff
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T-1.8.2
 Long Nguyen Thanh – Wait Staff
 Sally Thompson – Wait Staff
 Imogen O’Hara – Junior Wait Staff
After the analysis of the results of the survey of the results in the survey from the customers feedback,
there have been a conduction of sessions between the staff member and the general manager of the
restaurant.
General Manager – After taking in account of the survey results and the complaint lodged by Mr.
Smith, it have been crystal clear that our customers are not at all happy with the service that they are
getting form our end. We would be needing to change the some of our aspects regarding the policy
matter.
Bill Cruise – Sir, due to the change in the policies of the restaurant, there have been some
misconceptions that have arisen among the staff of the restaurant. It would have been a potential
cause of the ill treatment that the customers are facing.
Manager – Now we cannot blame the entire fault on the polices Bill can we? There have been many
changes that in the staff too. They have been not doing the work well according like they should be.
Jack Fry – The staff were not also given a proper brief of the policies. Thus, they have been creating
some of problems for us.
Manager – Apparently, they have to be keep the brief properly and make sure that this kind of this
does not happen any more.
B. Written Responses:
Respond to the following queries in the appropriate spaces below:
All responses must:
 be relevant to the customer service standards and policy of ACA Restaurant Café’, Scenario 1,
with reference to the phone conversation as stated in Task 3A, and team briefing as per Task 4A,
unless otherwise stated.
 demonstrate that you can or have applied what you have learned from acknowledging the policy
 theory answers without reference to ACA Restaurant Café’ business will not be assessed as
satisfactory
<50% marks of the allocated marks for the questions and answers in Task 4B (Q1 & Q2) , will be given for providing theoretical
aspect and remaining 50% marks for providing the relevancy on how the information fits in with business operations of ACA
Restaurant Café’. Only theoretical responses will not be accepted, and 50% marks will be allocated, should that be the case.
However, Assessor to assess if relevant theory has been provided by the student as per the requirement of the tasks. Non-
relevant answers will be considered not satisfactory>
2 Marks
Question 1: List at least 3 (three) significant causes of issue/opportunities that must be prioritised
for immediate action, identified during the Team Briefing meeting in Task 4A with your team, and
explain your analysis for such causes as per the complaints and/or recommendations from staff.
<0.5 marks allocated for stating 3 (three) causes of issue/opportunities and 0.5 marks for explanation. Total of 1 mark>
1 Mark
Some of the issues that is needed to be taken into account of by the staff and the managers
of the restaurant are
 Proper use of the new policies that is implied to the work place.
 Issues regarding the effect and the cause of such mistreatment to the customers.
 Taking certain steps for making sure that such complaints are newer occurred at the
restaurant.
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T-1.8.2
Question 2: As the Manager, state in 100 -150 words how you would evaluate the feedback
received and/or staff suggestions, after the team briefing meeting as stated in Task 4A, and what
methods would you implement to ensure they understand their involvement have been considered
given importance for the development of customer service policies and practices for ACA
Restaurant Café’ . <0.5 marks allocated for your response and .5 marks for explanation. Total of 1 mark> 1 Mark
As being the general manager of the ACA restaurant and café, it have been a shameful
conduct. The restaurant have great quality of reputation among the people and have great
customer loyalty. Thus, having such band reputation from a potential customer would be
very bad for us. Thus, as being the general manager of the restaurant, it would my duty to
make certain changes in the restaurant and it would be for the betterment of the restaurant
only. Thus, the complaint could be used as a feedback and accordingly to that, the
restaurant services would be set so that no customers would be facing such issues any
more.
Task 5 - Adjustments to Policies and Procedures
ACA Restaurant Cafe’ focuses in regularly developing and implementing adjustments by reviewing
and evaluating the customer service processes, policies and procedures within the Restaurant Cafe’
to refine the way things are done for effective and efficient work practices. This helps improve the
retention of existing customers as well as staff members and also manage risks and minimise
conflicts and legal disputes.
Since the customer service issues raised as stated in Scenario 1, ACA Restaurant Café’ has taken
immediate action conducting research for benchmarking and executing extensive investigations to
eliminate the discrepancies identified and improve the failings in customer service delivery.
In discussion with you, the Owners recognised the necessity to review ACA Restaurant Cafe’s service
standards and to integrate policies and procedures within the workplace operations to support overall
organisational goals in line with all customers' needs (internal and external) and uphold the
consistency of quality customer services outcome at all times.
You have been given the accountability to review the policy to diagnose areas of improvement and
establish new policy standards to fill the significant gaps that may have been ignored within the
existing standards.
Your task is to:
A. Written Responses:
Respond to the following queries in the appropriate spaces below:
All responses must:
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T-1.8.2
 be relevant to the customer service standards and policy of ACA
Restaurant Café’, Scenario 1, with reference to the phone
conversation as stated in Task 3A, and team briefing as per Task 4A, unless otherwise stated.
 demonstrate that you can or have applied what you have learned from acknowledging the policy
 theory answers without reference to ACA Restaurant Café’ business will not be assessed as
satisfactory
<50% marks of the allocated marks for the questions and answers in Task 5A (Q1 & Q2), will be given for providing theoretical
aspect and remaining 50% marks for providing the relevancy on how the information fits in with business operations of ACA
Restaurant Café’. Only theoretical responses will not be accepted, and 50% marks will be allocated, should that be the case.
However, Assessor to assess if relevant theory has been provided by the student as per the requirement of the tasks. Non-
relevant answers will be considered not satisfactory>
2 Marks
Question 1: Identify the customer service policies and standard of ACA restaurant Café’ as given
in e-learning and critically examine it. Reflecting to the complaints, issues identified and from the
team briefing outcome, list areas of gap within the policy. <0.5 marks allocated for listing the gaps and 0.5
marks for the explanation. Total of 1 mark> 1 Mark
The customer service policies and standards as identified in e-learning are as follows:
 Employees must be able to make sure that the problems made by the client are
properly addressed.
 Employees must be able to respond to the queries that are to be made by the clients,
with proper knowledge.
 Employees must be able to make sure that customer is satisfied with the assistance
provided to them.
The main gap within the policy that has identified as above is the fact that there is no room
for politeness and humility from the employee’s end to make sure that the relations with the
customer is enhanced. This is a critical aspect of customer service. Furthermore, there has
been no identification of the fact that employees must be able to inform the customer of the
recent developments beforehand before they order, and must be able to make sure that
customers are offered relevant substitutes by the employees.
Question 2: What changes would ACA restaurant Café’ consider based on your review of the
existing policy. State at least 3 (three) changes.
<0.5 marks allocated for stating 3 (three) changes and 0.5 marks for the explanation. Total of 1 mark> 1 Mark
 The first change is to make sure that politeness and proper behaviour is included as
a policy, or incorporated as an existing policy.
 The second change is to make sure that the employees are able to make sure that
the main thing that is to offer alternatives to the employees wherever applicable,
whenever the customer is confused or is not sure about availing a particular product
or a service.
 Another change is to make sure that the customer is informed about the various
changes that have been taking place within the organization which could affect the
purchase decisions made by the customer.
The above changes would be able to make sure that the customers are satisfied to the
utmost core and no gaps are left that could bring the service of the hotel to question. This is
because with the revised policies, the hotel would be able to make sure that they initiate the
assistance to the customers.
B. Based on your review of the current customer service policy of ACA Restaurant Café’ and the
complaint handling issue raised as stated in Scenario 1, you as the Manager, in discussion with
the Owners, have considered for an organisational restructure for complaint handling.
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T-1.8.2
Identity a general responsibility flowchart of whom to be contacted
during any complaints stating the procedure.
<1 mark allocated for providing the flowchart of complaint handling and 1 mark for the organisational relationship with relevancy
to ACA Restaurant Café’. Total of 1 mark> 1 Mark
<Insert the flowchart here>
C. Once the existing policy has been reviewed and evaluated, you, as the Manager have created
policies that must be applied within all service periods of the business including breakfast, lunch,
dinner and any event to be implemented for quality service provision to all customers. The
Owners ensured that development of the policy should align with bench marking researches as
well. 15 Marks
<5 marks for each policy developed. Total of 15 marks>
Your task is to:
 To develop the 3 (three) policies for ACA Restaurant Café’ by choosing any 3 (three)
areas of work operations from the following:
 Booking over the phone
 Online ordering and monitoring
 Staff presentation/hosting
 Dealing with customer complaints
 Customer service procedures – order timeline and attendance
 Develop the policies using the templates given below: (Policy 1, Policy 2 and Policy
template – suggested examples are given for your understanding)
 Consider the followings:
 any industry schemes and codes of practices and reflect on the competitor’s policy
regarding customer service standards to further enhance its brand.
 include appropriateness and specific context to the business needs and stated in “plain
language” for the same reason.
 expectation and authorisations are clear in specific circumstances to increase the
customer’s experience.
 time frames to ensure staff is aware of response times and anticipated resolutions and
the associated procedures for such act (what to do during each step along the way). Also
include when responses are considered untimely or unacceptably delayed
 should be based on the actual experience, expectations and needs of the customers.
i. Policy 1 Template: <Total of 5 marks>
<Policy 1>
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T-1.8.2
ACA Restaurant Café’
<Name> Booking over the phone <2019>
Date approved: August 10, 2019
Date registered: August 1, 2019
Date commenced: August 15, 2019
Administrator: Customer service manager
Review date: August 1, 2020
Except to the extent that a contrary intention is expressed, this policy binds the
 Customer service manager
 Customer service executives
 General manager
 Service desk executives
Purpose
This policy is intended to make sure that employees are encouraged to the fullest in regards to
listen to the employees properly to make sure that customers do not feel neglected and
therefore, there is also a proper and enhanced address to the client’s problems. It is also aimed at
making sure that the customer relations with the company are properly enhanced and there are
no disputes post the order regarding the initial ordering by the customer.
Scope
This particular policy would be involving the main customer service department, as well as the
service desk department. Apart from this, an employee from any department responsible for
taking order over the phone is to abide by this policy, with no specific exclusions whatsoever.
Policy Statement
According to this policy, employees must keep aside all of their work and focus solely on the
orders that are to be put forth by the customer. It is for this reason that the main thing that is to
be done is to make sure that other employees around them, should at no cost interact with the
person taking the orders, no matter how important the issue is. This is the minimum standard that
must be implemented.
Procedures
Whenever an employee is taking a call, the first thing that has to be done is to put aside all of the
work that is being done by the employee at that moment.
A red card will be distributed to every employee, who would be holding it at the time of the call,
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T-1.8.2
to let other employees know not to disturb him or her.
Any employee who would not be performing either of the above two, would be penalized by the
management.
Application
This policy applies to every person who would be taking orders over the phone, whether in the customer
service department, or across any department.
RESPONSIBILITIES
 The General Manager is responsible for making the policy effective in the relevant
departments.
 The customer service manager is responsible for ensuring that the policy is being well
adhered to by the employees during the time of taking calls over the phone.
 The employees in the relevant departments are responsible for executing and practicing
the policy.
 The management department is to review the effectiveness of the policy.
Reporting
Upon the observation that the policy is not being adhered to by any of the employees, the
customer service manager must ensure that it is reported to the management department.
The management department is in turn required to produce reports on the effectiveness of the
effectiveness of the policy by the completion of one year of the policy, to the general manager.
ii. Policy 2 Template: <Total of 5 marks>
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T-1.8.2
<Policy 2>
ACA Restaurant Café’
<Name> Staff Hosting <2019>
Date approved: August 10, 2019
Date registered: August 1, 2019
Date commenced: August 15, 2019
Administrator: Customer service manager.
Review date: august 10, 2020
Except to the extent that a contrary intention is expressed, this policy binds the
 Customer service manager
 Customer service executives
 General manager
 Service desk executives
Purpose
The purpose of this policy is to make sure that the employees treat the customers well, who are
responsible for the growth and development of the hotel. Furthermore, this policy is intended to
make sure that the customer relations are improved over the years, and customers are retained
through enhanced customer relations.
Scope
This particular policy would be involving the main customer service department, as well as the
service desk department. Apart from this, an employee from any department responsible for
taking order over the phone is to abide by this policy, with no specific exclusions whatsoever.
Policy Statement
The standard of this policy is that employees must talk to customers politely and gently, keeping a
low tone and voice during the conversation with the customer. It must sound that the employee is
patient with the customer, and is well behaved all throughout.
Procedures
This could be done by making sure that the calls are recorded for reviewing purposes. If it is
feasible, calls have to be reviewed by the customer manager, by the end of every day, and
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T-1.8.2
whoever does not comply with the policy, would be penalized by the management.
Application
This policy applies to every person who would be taking orders over the phone, whether in the customer
service department, or across any department.
RESPONSIBILITIES
 The General Manager is responsible for making the policy effective in the relevant
departments.
 The customer service manager is responsible for ensuring that the policy is being well
adhered to by the employees during the time of taking calls over the phone.
 The employees in the relevant departments are responsible for executing and practicing
the policy.
 The management department is to review the effectiveness of the policy.
Reporting
Upon the observation that the policy is not being adhered to by any of the employees, the
customer service manager must ensure that it is reported to the management department.
The management department is in turn required to produce reports on the effectiveness of the
effectiveness of the policy by the completion of one year of the policy, to the general manager.
iii. Policy 3 Template: <Total of 5 marks>
<Policy 3>
ACA Restaurant Café’
<Name> Dealing with customer complaints <2019> <0.25marks>
Date approved: August 20, 2019
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T-1.8.2
Date registered: August 15, 2019
Date commenced: August 25, 2019
Administrator: Customer service manager
Review date: August 10, 2020
Except to the extent that a contrary intention is expressed, this policy binds the
 Customer service manager
 Customer service executives
 General manager
 Service desk executives
Purpose
The main purpose of this policy is to ensure customer retention. When customer complain about
a specific service or product, they must be offered an alternative which could possibly suit their
purpose. Furthermore, every complaint must be addressed effectively to make sure that their
problem is solved and customers do not look for other companies to fulfil their needs.
Scope
This particular policy would be involving the main customer service department, as well as the
service desk department. Apart from this, an employee from any department responsible for
taking order over the phone is to abide by this policy, with no specific exclusions whatsoever.
Policy Statement
The standard that is to be met is based on knowledge and persuasion. That is to say, it has to be
made sure that the main thing that is to be done is to make sure that employees always come up
with an effort to persuade a customer to stick with the services of the hotel, despite the
complaint, by making sure that sufficient alternatives are provided to them in the case, and their
feedback is recorded for the purpose of making sure that the hotel could work on it.
Procedures
Educating employees on the alternatives that exist for each service.
Coming up with a survey form for employees when they have a complaint, along with a formal
template for a written letter to the general manager.
Coming up with a generalized apology letter to the client, in case he wants to register a complaint.
Application
This policy applies to This policy applies to every person who would be taking orders over the phone,
whether in the customer service department, or across any department.
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T-1.8.2
RESPONSIBILITIES
 The General Manager is responsible for making the policy effective in the relevant
departments.
 The customer service manager is responsible for ensuring that the policy is being well
adhered to by the employees during the time of taking calls over the phone.
 The employees in the relevant departments are responsible for executing and practicing
the policy.
 The management department is to review the effectiveness of the policy.
Reporting
Upon the observation that the policy is not being adhered to by any of the employees, the
customer service manager must ensure that it is reported to the management department.
The management department is in turn required to produce reports on the effectiveness of the
effectiveness of the policy by the completion of one year of the policy, to the general manager.
D. Written Responses:
Respond to the following queries in the appropriate spaces below:
All responses must:
 be relevant to the customer service standards and policy of ACA Restaurant Café’ as developed
in Task 5C with reference to Task 4A and Scenario 1, unless otherwise stated.
 demonstrate that you can or have applied what you have learned from acknowledging the policy
 theory answers without reference to ACA Restaurant Café’ business will not be assessed as
satisfactory
<50% marks of the allocated marks for the questions and answers in Task 5D (Q1 & Q2), will be given for providing theoretical
aspect and remaining 50% marks for providing the relevancy on how the information fits in with business operations of ACA
Restaurant Café’. Only theoretical responses will not be accepted, and 50% marks will be allocated, should that be the case.
However, Assessor to assess if relevant theory has been provided by the student as per the requirement of the tasks. Non-
relevant answers will be considered not satisfactory>
Question 1: Once the policies have been finalised as stated in Task 5C and ready for usage,
outline methods on how you will document, ensure its availability for ease of access and
communicate the newly added changes to service practices to the all the staff members of ACA
Restaurant Café’? < 0.5 mark for providing the methods for documentation, accessibility and communication and 0.5
mark for stating the reason. Total of 1 mark> 1
Mark
The method of documentation to be followed in this context is that of a playscript
documentation, in which, there are two columns. One is responsibility, against which the
right column of tasks corresponds. For the purpose of ease and availability, firstly, it is
important to make sure that the newly formed policies are hung up around the workspaces,
at places where employees visit but guests do not, to constantly remind the employees of
the policies. For communication, these policies could be mailed to all of the staffs of the
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T-1.8.2
customer service department, keeping other relevant stakeholders in cc. this is because the
main thing that has to be noted is the fact that mails are the best, cheapest and fastest way
to communicate within the organization.
Question 2: State how you as the Manager will implement strategies to initiate improvements and
monitor staff performances to ensure the newly developed policies and standards as stated in Task
5C, will be met? < 0.5 marks for providing the strategies to initiate and monitor customer services and 0.5 mark for
explanation for meeting the standards. Total of 1 mark> 1 Mark
The customer service manager would be responsible for producing reports to the general
manager, on the effectiveness of each of the policies. Gaps would be identified from those
reports through content analysis. Furthermore, questionnaires could be sent to clients,
which would have questions based on customer service, and the new policies, to assess if
they have been properly implemented and also to find out possible areas for improvement.
END OF ASSESSMENT
Appendix 1
Mr. Smith (Played by one of classmate. This person will not be assessed)
You will receive a phone call from the ACA Restaurant Cafe’ Manager (played by student who will be
assessed on performance criteria) to discuss the complaint he made to the General Manager of ACA
Hotel as stated in Scenario 2, based on his experiences , as stated in Scenario 1.
Your written feedback included;
 Poor booking and order taking via phone call – multiple errors in booking
 Staff unaware of using the system and knowing the products and price
 Phone etiquette not present during conversation
 Waiting time on hold on the phone
 Inappropriate behaviour by staff (Sally) while taking the orders – commented on accent, talking
to others while taking orders, abrupt approach, rushing, no support with options of products or
substituting suitable products when not available, not aware of prices of products, and
complaining to customer about busy periods
 Poor staff presentation, etiquette and hosting – not trained
 Response time slow on promised actions
 Delayed food delivery and cold food items
 No Managers on floor to address any concerns
 No support for refund and complaint procedure – info unknown to/ not trained by the staff
Appendix 2
Team Members Role (Played by 2 (two) of the classmates. They will not be assessed) for Team
Briefing role play in Task 4A.
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T-1.8.2
Roles of the team members: to be chosen from Scenario 1 – may
consider the following roles:
 Bill Cruise - Team Leader
 Jack Fry – Senior Wait Staff
 Long Nguyen Thanh – Wait Staff
 Sally Thompson – Wait Staff
 Imogen O’Hara – Junior Wait Staff
Team members are distressed that due to sudden growth in business, the restaurant café’ has been
dealing with increased number of customers and thus the business is putting a lot of pressure on their
work schedule and expecting they adapt to the new innovative changes within a short time period.
They have shared their concerns with the Manager (played by the student being assessed) during the
team briefing role play in Task 4A.
Issues raised by staff may include:
 Lack of staff are working on the floor
 Not a user-friendly new system incorporated within the business and should consider to install
more a less complicated nevertheless an up to date compatible new technology
 Not enough training provided
 Unexpected excessive workload
 Managers not available at all times
Appendix 3
Marking Guide for Role play - Task 3A
Phone conversation for complaint follow up – Manager (Joe Roux) and Mr Smith 5 Marks
The marking allocation for this task will be catered in the following way:
Observation checklist
Did the student: Marks Marks
Achieved
1 Prepare for the role play 0.5
2
Use language that is suitable for the scenario of survey follow up and
obtain information on the customer expectations and satisfaction
levels
0.5
3 Use tone and strategies/style appropriate for business setting and
take accountability for service results and dispute resolution 0.5
4 Offer suitable resolution within constraints of policies and procedures
to maintain business relationships 1
5
Communicate in a positive manner for a suitable outcome through
interpersonal skills ensuring professional standards expected of
service
0.5
6 Detail monitoring procedures for future benchmarking by seeking
feedback to improve customer service provisions 1
7 Ensure agreement on information discussed to design a tailored
outcome. 1
Total 5
Appendix 4
Marking Guide for Role play - Task 4A
Team Briefing for staff participation and communication to assist in developing customer service
improving strategies– Manager (Joe Roux) and ACA Restaurant Café’ team 5 Mark
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T-1.8.2
The marking allocation for this task will be catered in the following way:
Observation Checklist Marks
Allocated
Marks
received
Alignment with the business context 0.5
Purpose of communication and reference 0.5
Identified issues and causes of unsatisfactory outcome 1
Addressing strategies to evaluate and develop policies and
procedures including seeking suggestive ideas/feedback 1
Ways of inclusive practices to assist improvements including
innovative approaches and changes within all business areas
and service periods
1
Decision of business for quality customer service provisions 1
Total 5
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