Enhance Customer Service Experiences: SITXCCS007 Assessment Workbook

This assignment is a comprehensive assessment of a student's understanding of enhancing customer service experiences, specifically addressing the unit SITXCCS007. The assessment includes a series of questions covering various aspects of customer service, such as the elements of a quality service experience, factors affecting customer needs, providing product information, the difference between needs and wants, quality control procedures, handling customer complaints, dealing with negative attitudes, and communication techniques. Additionally, the assignment involves a research report that outlines the principles and benefits of enhanced customer service experiences and positive communication, along with techniques for anticipating customer preferences, needs, and expectations. The student provides detailed answers and demonstrates an understanding of the key concepts and practices in customer service, as well as a practical application of these concepts to real-world scenarios.

SITXCCS007 - Enhance customer service
experiences
Assessment Workbook
Student
Signature
Assessor judgement based on knowledge and performance evidence:
C- Competent
NYC – NotYet Competent
Reasonable Adjustment  No
 Yes - Description of adjustment
Assessor
Signature Date

Assessment Tool Instructions
This assessment tool is to be completed by the Assessor and the Student. The assessment tool
has been developed to collect and record evidence to assess the Student’s understanding and
application of the performance criteria, performance evidence and knowledge evidence. If
there are multiple units listed above, they have been integrated and are co-assessed
holistically. This assessment tool must be completed using a black or blue pen and all
relevant sections are to be completed.
Instructions to the Assessor
The assessor will provide the assessment tool to the Student and explain the assessment
requirements, providing guidance to the Student as required. Verbal challenging may apply
and the Assessor is required to record these notes in the Assessor’s comments section. Please
ensure that all signatures and dates are accurately recorded, all sections have been marked
and that comments have been included where necessary.
Instructions to the Student
You will be required to read through the assessment activities and prepare for the
assessment. If the assessment involves written responses, you can write your answers in the
spaces under the question. Please ensure that you complete all required sections of the
assessment tool. All questions must be answered in full. Your assessor may verbally challenge
your answer by asking you to clarify or further explain your answer. At the end of this
assessment task, your assessor will provide you with feedback on areas for continuous
professional development. Unless specified, answers should be approximately 100 word in
length.
Before commencing the assessment, please complete the pre-assessment checklistbelow to
confirm that you, the Student, are ready for assessment.
I have been given access to all of the resources for this assessment  YES  NO
I have had my rights and the appeal system fully explained to me  YES  NO
The assessor has discussed special needs assistance with me  YES  NO
I understand that I have to complete all tasks/questions myself  YES  NO
I acknowledge that I am ready for an assessment for the unit  YES  NO
I acknowledge that I have had the assessment process explained to me  YES  NO
I understand that plagiarism is not accepted  YES  NO
I agree to undertake assessment tasks in this assessment tool  YES  NO
16.02.2018 1

Q # Questions
Satisfactory
√ = Yes
X = No
1. What could be considered aspects of a quality service
experience? Please list at least 10.
1. Tangible evidence: Staff clothing, attractiveness of
environment, modern technology, clarity of written
material
2. Reliability: customer wishes and regulatory of
information
3. Responsibility: personal willingness to answer
questions of the customer
4. Competence: provid correct and precise information,
polite communication
5. Confidence: provide correct hotel image, where hotel
provides appropriate and qualitative services
6. Safety: Safety regarding hotel building and information
about hotel customers
7. Accessibility: Contact necessary hotel employee for
any problem through telephone or email.
8. Communication: Personnel understanding about
customer’s problem, proper explanation, showing
concern.
9. Understanding: Service price corresponding to service
quality and request customers to consider this
10. The best resource: Service experience can increase
further if the organization can provide best resources to
their customers.
16.02.2018 2

2. What affects the levels of customer needs?
Several factors can affect customer needs significantly. Those
factors are described below:
1. Functionality: Functionality of good or service can influence
customer needs as those products can solve desire or problems
of customers.
2. Convenience: Products are required to be convenient to solve
desires of customers.
3. Price: Price is other important factor that can influence needs
of customers. Customers have unique budgets for purchasing
any product or service.
4. Experience: Experience related to product or service s
required to be easy or clear. Otherwise, this can create more
trouble for customers.
5. Design: Product or service requires to be relatively easy and
perceptive to use.
6. Reliability: The product or service needs to be reliable, as
customers want this every time after advertisement.
7. Compatibility: The good or service requires to be compatible
with other products, which customers are using.
16.02.2018 3

3. When you are providing information on products and services to
a customer, what might you need to advise them of?
At the time of providing information regarding any product or
service, customers want to know about its usage along with
limitations and benefits. Moreover, a comparison based on price,
product quality and feedback from other products or customers
can be beneficial. A proper demonstration of the product and
warranty, proper customer service can be beneficial as well.
Customers need to about importance of this product in their life
and other benefits that they can receive after using those
products. Information are required to be precise, to the point but
described in details with all required messages. For this, small
customer guide book can be provided so that they cannot be
misled by other companies.
4. What is the difference between a needs and a want in terms of
16.02.2018 4

customers?
Needs and wants of customers have some differences.
Understanding this difference can help a business organization
to successes its business. From economic point of view, a need
means something that can help a person to survive. Hence, a
need can overcome basic requirement of a consumer. Without
need, customers cannot consumer this product or service. On the
contrary, want is something that a person desires at present or
in future. Thus, needs for a product can be same for all
customers while desire can be varied. Customers with their
limited budget want to buy those products mainly that can fulfill
their needs rather than desire. Desire from a product cannot
help the person to sustain like needs. Hence, wants are referred
as desires, which are optional and expect this, a customer can
survive.
5. Why are quality control procedures necessary?
Quality control process helps a business organization to ensure
that they maintain or improve product quality through reducing
or eliminating product quality. Quality control needs the
business to generate an environment, where both management
and workers can struggle for perfection. Through creating
product quality benchmark and testing products, training
personnel can check significant quality variation statistically.
The chief feature of quality control is to establish some well-
defined controls, which can help to maintain a standard of
production and product along with reactions regarding quality
16.02.2018 5

issues. Hence, to sustain in market under strong competition,
quality control procedures are required, as it can help to
customers to achieve their needs.
6. What are the four main steps when dealing with a customer’s
complaint?
Four steps to deal with a customer’s complaint are described
below:
1. Listen to complaint of customer carefully: Customers are
concerned about the feature of service for which business
organization is required to figure out the problem.
2. Apologize and empathize for the situation: After
understanding the issue, business organization needs to focus on
problems to confirm their concerns. This generates a bond
between customer and business organization after knowing that
the organization can do everything with their power to modify
the situation.
3. Offering and executing a solution: Organization can offer a
solution to the customer after talking with their manager. If the
customer does not like the solution, other solution can be offered
as well.
4. Follow-up the customer and say thank you for their
support:
After following all steps mentioned above, organization needs to
follow up their customers to confirm that customers are satisfied
with those solution. Moreover, it is important to thank
customers for bringing the situation in front of the organization
and to provide opportunity for resolving it.
16.02.2018 6

7. When we talk about people having a bad attitude what might we
consider that fits in to that description?
The bad attitude of people indicates that they are not
cooperative with business organization. Customers bring their
complaints against products or services to the organization but
do not give enough time for resolving this matter. Instead of this,
those customers show their anger and impatience for which
organization cannot get enough opportunity to satisfy
customers. Moreover, customers do not even bring the matter in
front of the company and consequently this organization does
not receive opportunities to know about those matters.
However, those customers spread negative rumor about this
product and about company. This further generates negative
impacts of this organization.
Negative attitude can be seen among employees as well. They
cannot proper service to customers rather they show negative
and rude attitudes towards customers. This also affect the
organization adversely.
16.02.2018 7

8. What are the four types of communication techniques you could
use with customers?
The four types of communication techniques that a business
organization can apply to communicate with their customers are
described follows:
1. Do not interrupt customers, as they can be upset if they cannot
explain their problem
2. Listen actively about what customers are saying or trying to
say
3. Apply both verbal and not verbal techniques to communicate
with customers with the help of email, newsletters and phone
4. Adopt better and standard customer service and policies
through which customers can communicate with business
person for any doubt or problems regarding product or service
9. How do you develop customer relationships?
16.02.2018 8

Through applying various processes, a business organization can
develop its customer relationships. Those processes can be
described as follows:
1. Understanding the value of customers: To know and
understand about customers, organization needs to know about
their problems or complains and consequently adjust proper
approach to fulfill their expectations
2. Genuine care towards customers: People, chiefly customers
want to connect beyond the professional level as friend. Showing
genuine care can improve a healthy relationship between
organization and customers
3. Send monthly newsletter to keep customers up to date. This
helps customers to know about new products and other facilities
provided by the company
4. Conduct special events, contests and parties for customers by
which employers can meet with their customers face-to-face and
show appreciation for their supports.
5. Encouraging customers to give feedbacks can also help to
maintain a healthy relationship with customers. Customer can
realize that they are important for the company and their
feedback is also vital for the organization. This further can
encourage customers to remain attached with customers.
Satisfactory (please circle) YesNo
Feedback to the Student:
16.02.2018 9

P # Projects
Satisfactory
√ = Yes
X = No
1. For this assessment you will need to perform the following tasks.
These tasks will need to be completed and submitted in a
professional, word processed, format.
Your task is to research the following information and write a
report outlining your findings. Use the following questions as a
guide to your research:
1. Outline the principles and benefits of enhanced customer
service experiences and positive communication.
To enhance customer service experience and positive
communication, a business organization can apply some
principles, based on following points:
1. Speed or responsiveness
2. Accuracy regarding information systems, team work and
training
3. Clarity related to communication
4. Transparency
5. Accessibility
6. Empowerment
7. Friendliness and politeness
Thus, principles can be categorized under five main categories:
1. Provide a clear understanding of the needs and wants of
customers
2. Proper communication with customers
3. Give importance to customers and their feedbacks
4. Internal customer service culture
Benefits:
Positive communication can help a business organization from
various aspects, which are,
1. Increase business reputation
16.02.2018 10

2. Increase sales of products
3. Offset higher prices by providing better customer experience
4. Help to sustain within market with other strong competitors
2. What are the techniques used to anticipate customer
preferences, needs and expectations?
To anticipate customer preferences, expectations and needs, a
business organization can anticipate following techniques:
1. Know customers accurately along with their needs preference
and expectations about products and services.
2. Identify trends of products and generate a plan to produce
them. This is because needs and preferences of consumers
16.02.2018 11