SITXCCS008: Quality Customer Service Practices Workbook Assignment

This document is a student's completed workbook for the SITXCCS008 unit, focusing on developing and managing quality customer service practices within the Diploma of Hospitality Management program. The workbook is divided into three sections, each addressing key aspects of customer service. Section 1 explores approaches to enhance quality customer service, including researching customer information, gathering feedback, and defining customer service goals. Section 2 delves into managing the delivery of quality service, covering customer feedback systems, communicating service standards to staff, and addressing customer complaints. This includes practical examples, questions, and answers related to workplace scenarios. The assignment emphasizes the importance of staff involvement, internal and external changes, personal presentation, and a positive approach to complaints. The workbook also explores coaching, formal training, and monitoring customer service performance to ensure service outcomes are met.

SITXCCS008 - DEVELOP & MANAGE QUALITY CUSTOMER SERVICE PRACTICES
Teaching Team HOSPITALITY
Student Name Student No.
Teacher Semester/
Year
Program Name and Code SIT50416 – DIPLOMA OF HOSPITALITY MANAGEMENT
Unit Name and Code SITXCCS008 – DEVELOP AND MANAGE QUALITY
CUSTOMER SERVICE PRACTICES
Assessment Description and
Version
ASSESSMENT C – WORK BOOK – SHORT ANSWER
INSTRUCTIONS FOR STUDENTS
 The questions are divided into three sections according to the elements within the unit of
competence.
 You are to provide answers to each of the questions in a separate document using MS Word
or similar word processing tools. Your document should be professionally formatted with
question retyped and answered,
 You must answer all questions satisfactorily to achieve competency in the unit. The extent of
responses required will vary.
 Your answers should be in your own words, not copied or plagiarised from any person or
source except where appropriate such as a definition, in which cases you should reference
the source.
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SITXCCS008 - DEVELOP & MANAGE QUALITY CUSTOMER SERVICE PRACTICES
 Ask your assessor if you do not understand a question. Whist your assessor cannot tell you
the answer, he/she may be able to re-word the question for you.
 Re-assessment: If you do not achieve the required standard, you will be given the
opportunity to be re-assessed by our Assessor. Arrangements will be made on an individual
basis. If you are deemed to be NS (Not Satisfactory), your assessor will either ask specific
questions orally, and record them with you using the supplementary evidence sheet or you
will be asked to resubmit your responses in full.
Feedback: Your assessor will provide feedback to students after the completion of the
assessment. The assessor will explain the appeals process when required.
EXAMINER’S COMMENTS AND FEEDBACK
Result
S = Satisfactory
NS = Not
Satisfactory
NA = Not Assessed
Reassessment
S = Satisfactory
NS = Not
Satisfactory
NA = Not Assessed
Assessment C  Work Book – Short
Answer
S | NS | NA S | NS | NA
Comments and Feedback:
The Students overall result was: □ Satisfactory □ Unsatisfactory □ Resit Required
Student
Name
Examiner
Name
Student
Signature
Examiner
Signature
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SITXCCS008 - DEVELOP & MANAGE QUALITY CUSTOMER SERVICE PRACTICES
Date Date
ASSESSMENT C - WORK BOOK – SHORT ANSWER
Section 1: Develop approaches to enhance quality customer service
1. What three questions do you need to ask when researching information about your
customers?
i. What are your beliefs?
ii. What is your monthly spending?
iii. Which medium you prefer more for buying goods? Online channel or offline channel?
2. Provide two examples of both formal and informal research methods you can use to obtain
feedback from customers.
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Formal
i. Examples of formal methods to obtain customer feedback:
 When customers share their experience on the social media by incorporting
various hashtags (##).
 When customers respond over email with theri feedback.
ii Examples of informal methods to obtain customer feedback:
 Observation session conducted by the marketers. For example: see the reaction
of the customer when they directly approach to the shopping center for a
particular product. In order to get informal feedback for Samsung TV OLED,
observe the reaction of the customers when they visit in the stores and search
for Samsung TV OLED.
 Exact information from mouth to mouth system. For example: while mouth to
mouth publicity observe what are the key qualities or faults customers
discusses with each other about the product.
3. Briefly explain how you obtain feedback from customers and colleagues in your workplace.
 Email or live chat are the two suitable methods to obtain information about customer
feedbacks. However, it is sad to express that out of 100 only 10 to 15 customers respond.
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4. There are three key questions that need to be asked when putting together any business
management plan. What are they?
i. What is the expected ROI from this plan?
ii. How much cost is involved in the implementation of this plan?
iii. What is the estimated time to complete this project?
5. Provide an example of a suitable customer service goal for your workplace or team.
The services provided to the customer at every touchpoint should be excellent in nature in order to
foster customer loyalty and to fascinate other customers. For example: at your workplace, one
customer raises an issue to solve the battery issue in his Bluetooth speakers. He requested us to
solve the issue in 3 days because 1-year warranty with the product is going to expire in next 3
days. At his request, we raise an urgent ticket to our technical team and they had solved the issue
in just 2 days. This is the excellent example of the great customer service.
6. Do you believe staff should be involved in the process of defining goals and objectives?
Explain your answer.
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Yes, the participation of the staff members should also be present while designing goals
and objectives. With their participation, an organization should also request them to express their
own views about the goals and objectives. Here, it is suggested that after the session of goals and
objectives, an organization should also immediately conduct a training and development session of
their employees. As with every changing goal, providing training to the staff member is necessary.
Training of staff members is also necessary even for the experienced staff because in this changing
world, for accomplishing a certain goal, changing strategies and methods are required.
7. List three examples of both internal and external changes that can impact on quality service
planning.
External factors
 Those employees who serves customers directly deliver major impact on quality service.
For example: they should incorporate professional behaviour while talking with the
customers.
 When employees deliver services on time then also it creates better customer service. For
example: when clients get service on or before the expected time then it creates a positive
mark for quality services.
 Employees should have significant knowledge to give suitable answers to the customers.
For example: when a customer asks certain question then they expect suitable answers
instead of blank face by a customer service executive.
Internal factors
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 Employees should respond immediate to customer’s email or on the live chat. As giving
timely responses indicates better quality of customer service. For example: giving response
in 10 to 15seconds consider as the suitable time to respond.
 At the end of the email, send customer feedback email. This indicates that the company is
concern about the quality which is being deliver ed by their executives. For example:
request customers to give their response on the feedback email.
 In stores, employees should behave professionally with their colleagues. As behaving
professionally indicates towards the quality customer service. For example: employees
should not crack personal jokes with their colleagues in front of the customers.
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Section 2: Manage the delivery of quality service
8. List the seven key service areas that should be addressed in a customer feedback
system.
i. Quality of the product.
ii. Durability of the product.
iii. Whether product is easy to operate or not?
iv. Satisfaction level that is derived from the product on the scale of 1 to 10.
v. Is product being identical as it shown on the advertisement?
vi. Usefulness of the product.
vii. Is this product being reliable?
9. Briefly explain how you communicate customer service issues to colleagues at your
workplace.
Communicating issues of the customer is the ongoing process. It means there is not fix time
in which customer issues will be address in the workplace. Although, majority of the time,
team members work on the issues facing by customers. Email and face-to-face interaction are
the suitable methods to communicate with colleagues about customer issues in an effective
and efficient way. Between these two, email is more suitable method to communicate about
customer issues because email enables written conversation that can be review later by the
management.
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10. List three examples of how you can communicate customer service standards and
expectations to staff.
i. Through face-to-face interaction in the meetings.
ii. Through email or organization’s chat box.
iii. Through feedback forms received by the customers.
11. How do you provide employees with information about customer service standards in
your workplace?
Showing the actual feedback responses or forms by the customers to the employees is
the effective way to communicate about the customer service standards. By analysing
these feedback forms, employees can learn themselves about the expectation and
requirements of the customers without being told by their team leaders. As, showing
actual feedback forms to the customers are more powerful tool then pushing team
leader to tell employees about fulfilling customer challenges.
12. Why are personal presentation standards important?
Personal presentation standards are important as same as incorporating certain degree
or qualification. As front-line employees (who directly deal with the customers) such as
sales representative, customer service executive, etc. are the face of the company and
they should maintain their overlook in order to deliver quality customer service. For
example: CEOs, Vice-presidents, even managers, etc. do not directly interact with the
customers. Front line employees interact with the customer and when they fail to
deliver excellent presence then it degrades the brand value in customer’s eye.
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13. Why is it important to take a positive viewpoint towards customer complaints?
Taking positive viewpoint is important towards customer complaints because it creates a
sense of positivity in customer’s mind. When the brand takes customers complains in the
positive way then customers thinks that the brand is concern for their issues. Apart from this,
in order to improve services, it is important to understand the complains raise by the
customers in an effective and efficient way. However, taking complaints in the positive way
it not the final step, the brand should also work on those complains in order to improve in
future.
14. List four examples of how you can assist and coach staff to deal with customer service
issues and take responsibility for service outcomes.
 Teaching them to give gratitude to the customers for raising the issue.
 Promise to customer that we will definitely look forward on the issue that you are
facing. Take their contact details so that the company can inform them in future once
their solve get solved.
 Requesting to the customer for allowing with a certain time to work on your
complaint.
 Once the issue gets solved, do not forget to inform the same to the customers and give
them gratitude again for raising the issue.
15. Briefly explain the difference between coaching and formal training.
Coaching is a process in which a leader or coach focuses on the improve their team members
in order to deliver better customer service. While giving coaching, a coach or a leader focuses
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on clearing each and every doubt of the team members by their own past experience. On the
other hand, formal training is the method in which team members are taken out on the
practical training sessions and they observe ways through which experienced team members
addresses to the customer queries. While taking on the formal training, team leaders have to
select an appreciate leadership style such as autocratic, democratic, etc.
16. Monitoring customer service is not just about observing employees’ face-to-face
contact with customers. List four other areas you need to monitor.
i. Observe the complications that are creating in customer’s life because of the
delay or improve customer service.
ii. Observe that customers are able to issue correctly. As many times, customers fail
to express the actual issue they are facing. For example: when display of the
mobile become blur then pictures taken by the camera also captures in the
unclear form but while addressing the complaint, customers says that the
camera of the phone is become dull.
iii. Observe the reaction of the customers when they are requested to waiting for the
long time.
iv. How much value of the money is affected to the customers?
17. List four questions you might ask yourself when monitoring customer service in the
workplace.
i. Is customer described the issue correctly?
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ii. To whom I should address this issue? Either to the R&D department or to the
head management?
iii. What time resolution should I give to the customer?
iv. What is the price value for money to the customer?
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Section 3: Monitor and adjust customer service
18. There are three essential criteria that must be met for feedback to be effective. What are
they?
 Satisfaction level of the customers through the product offered.
 Waiting time involve for customer in order to get the product.
 Did they get all the answers correctly by the front-line employees or not?
19. Why is it important to obtain feedback on an ongoing basis? Give two examples to
explain your answer.
Yes, it is important to obtain feedback from the customers because it helps an organization to
improve their functions in an effective and efficient way. For example: out of 100, only 10 to
15 people give respond on the feedbacks. When they indicate any challenge in the product
then the brand should immediately work on that issue because it is possible that other
customers are also facing the same issue. Another example is that when an individual comes
to indicate any challenge and when the company had successfully overcome that issue then
instead to keeping solution limited to those customer only who indicate the issue, the
company should write the issue with solution on their social media portal.
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20. Briefly explain a situation when you have used customer feedback to improve
performance.
In my organization, I used the customer feedback to improve the performance of the front-
line employees. As I remember that a customer indicate that they are impressed with the
quality of the product but they are not happy with the services of the front-line employees
because your sales person was cracking the jokes in front of me with his other colleagues
which is not the attributes of the professional behaviour. Through this feedback, I arranged
the training class of the front-line employees in which I taught them about the measures to
incorporate professional behaviour at work.
21. In an establishment that values continuous improvement, systems and procedures are
always evolving. Do you think this is a positive or negative thing? Explain your
answer.
It is the indication of the positive attributes because continuous improvement in the process
and in the product indicates about that the company is concern about the quality of the
product. It also improves their chances of the employee retention in an effective and efficient
way.
22. List five situations when adjustments might need to be made to standards, systems and
procedures.
i. When challenge is creating physical harm to the customers. Such as earphones
are creating pain in the ears.
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ii. When customers do not get what they promised. For example: customer ordered
for two pair of jeans but they get only one.
iii. When front line employees treated them rudely.
iv. When customer get the dull or dead machine.
v. When the legal policies of the state or nation do not process by the brand.
23. Briefly explain the difference between continuous improvement and quality assurance.
Continuous improvement is the process that evolve on the regular basis with emerging
technology. For example: a supermarket stores continuously evolve their services like before
2012, supermarkets accept only cash or card payment but now they started accepting payment
through digital wallet too. In future, it is possible that super market stores start incorporating
the norms of the artificial intelligence in their function. This is the continuous improvement.
On the other hand, quality assurance is the way through which the customers get a promised
by the brand that they will do not face any challenge with certain things about the product
(each product has different quality assurance parameters).
24. Explain what steps you take to ensure that all staff receive information about changes to
standards, systems and procedures in your workplace. How do you ensure that casual
staff or staff on leave receive the same updates?
Providing notification via email and text messages is the best way to give timely notifications
to the staff members. As it is possible that those staff members who are on leave may miss to
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check out their email box, in this case giving text messages is the best way to notify them
about the recent changes in the standards and policies.
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V 2.0 Last updated 19 June 2018