Project: Develop and Manage Quality Customer Service Practices

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SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES
DEVELOP CUSTOMER SERVICE PROCEDURES – PROJECT
Portfolio – develop and manage quality customer service
Assessment Event 2 of 2
Unit Code SITXCCS008
Unit Name Develop and manage quality customer service practices
Assessment Event 2 of 2
Venue/Location of
Assessment
Classroom based, Campus
Library, Learners own study
space Date of Assessment
Progressive;
teacher will
provide details.
Final Due date
Week 17
Learner Details
Learner Declaration
Learner declaration
In submitting this assessment I declare that:
 This assessment is my own work. Any material sourced from elsewhere is
referenced, acknowledging the author, website, work and page. It does not breach
the Copyright Act. This applied to printed and electronic information.
 I understand that plagiarism (not acknowledging another person’s work) will be
considered grounds for a result of Not Competent and possible disciplinary action.
 I agree that TAFE NSW Riverina Institute may keep a copy of my assessment
evidence for record keeping and auditing purposes only.
I have kept a secure copy of the submitted work (except portfolios, resource kits, etc.)
Learner Signature 1.
2.
Learner Name/s 1. 2.
Teacher Name Tony Jacquet
 Complete all learner details above and return with the assessment event.
 The assessment event will not be accepted without the below learner declaration being
signed.
 It is your responsibility to keep a secure copy of all work submitted for assessment as
part of this unit.
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SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES
1. Organisational details
Provide a brief outline of the organisation, the services it provides customers and its overall
current business performance.
Hilton is among the largest and rapidly developing hospitality organizations in the world. It has
been 100years since Hilton is successfully doing its business with 5000 properties and in 103
countries they are having more than 825000 rooms. In Sydney it has came up with its Hilton
hotel & resorts brand which is one among the most popular hotel brands in the world. Hilton
provides a whole lot of services to their customers be it conducting business to providing
accommodations to the family, fitness and recreations as well as accessibility needs. It has
achieved record enlargement and financial outcome in 2015 and has continued to be the largest
and outstanding performer as the rapid growing hospitality company.
2. Customers’ needs and expectations
What type of customers does your business attract? What are their expectations?
Hilton Sydney mainly attracts those customers who are following a luxury lifestyle along with
those customers who likes travelling along with those businessmen who conduct their meetings
and events in hotels. They also target ambitious individuals who like to apprehend their high
status and achievements through their stays in a five star hotels.
The expectations of the customers are to have a comfortable stay at the hotel with their
necessities met on time. They mainly want good services at a good price (Ariffin & Maghzi,
2012).
3. Customer service evaluation process
Explain current methods used to assess customer satisfaction levels and gain feedback.
The current method that is used for assessing customer satisfaction levels is through customer
satisfaction surveys. Through this survey the customers are asked how satisfied they are with
the follow up questions provided to them. It however, has got three variations like In-app, Post-
service and long-email surveys. It is one of the standard approaches through which data is
collected on the happiness of a customer (N. Torres & Kline, 2013).
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SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES
4. Changes in internal and external environments
Review any changes in your organisation’s internal or external environments. Identify any
trends or changes which may impact on current customer service practices. Outline the possible
changes that your business may need to implement to cater for these changes. Name the
sources of your information.
Internal Environment
Area of change Potential impact Possible response
Experimenting with
technology- check in
by phone or key less
check in
Increase experiences of the
traveller
Customers can value these new
changes greatly that can make
their stay exciting make them
minimize their wait times.
Increase in last
minute booking
The business and
accommodation cost of a trip
that is planned at the last
moment becomes easier.
Business associates can thus be
more attracted to conduct their
event and meetings even by
applying at the last minute for
booking.
More attention is
given on the fitness
and health by making
gym compulsory
The travellers as well as the
businessmen can stay fit and
healthy even on their journey.
Now a day’s every person is very
much health conscious and thus
customers can happily avail this
new trend in hospitality and stay
fit
(External Environment) P.E.S.T. Analysis
Area of change Potential impact Possible response
Political
(includes legal)
The delicate political situations
in Northern Ireland and
Thus, affecting Hilton as the
number of visitors is reduced.
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SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES
terrorist attacks Uk
Economic Outcome of Global economic
and the financial crisis of 2007-
2009, GBP exchange rate
imposed against other
important currencies as well as
the inflation rate in the UK
This made Hilton faced many
challenges and are in a risk that
any moment they might fall under
another economic crisis that is
effecting as well as affect more to
their performances.
Socio-cultural
(includes trends in
people’s behaviour,
likes and dislikes)
The changing customer
lifestyles, variable of
customer’s demographic,
growth rate of the population
and the effect that the
customers have by their role
models in decision making
With the changes in the factors
pointed out has affected the
Hilton hotels.
Technological Innovations in the industry that
came up with the technology
helping the use of energy as
well as costs
Booking become very simple for
all type of customers within less
time with the help from the
internet (Della Corte, 2016).
5. Customer survey
Create a customer survey for your organisation and gain customer feedback on the current
products and services offered by your organisation.
Copy the survey and ask three customers to complete the paper based survey. Submit these
with this assessment. These are to be put in the appendix and referred to here.
CUSTOMER SURVEY
FOOD
Example: Portion size
(E.g.) Needs
improvement
1
Average
2
Good
3
Excellent
4
Hygiene of the
restaurant
3
Food served in
proper
temperature
3
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SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES
CUSTOMER SURVEY
The time taken
to serve the
food
3
Hygiene of the
restaurant
4
Food served in
proper
temperature
3
The time taken
to serve the
food
3
Hygiene of the
restaurant
4
Food served in
proper
temperature
4
The time taken
to serve the
food
4
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SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES
CUSTOMER SURVEY
Other comments:
6. Customer feedback results
Present your survey results using either a pie chart or a bar graph.
These are to be put in the appendix and referred to here.
Summarise the customer feedback you received.
Eg: Were there any weaknesses in current service practices, policies and/or procedures?
Were there any behavioural, attitudinal, motivational areas of concern identified?
FOR GRAPHS PLS REFER TO THE APPENDIX BELOW.
7. Monitor Customer service
Using your Appendix 2 Monitoring Customer service Checklist, identify criteria linked to your
customer survey that you can use to observe the operations of your business over 3 weeks
(Minimum 6 shifts). These are to be put in the appendix and referred to here.
1. Customer interaction- the checklist should access the performance in the areas of the
employee’s smile, eye contact, instantly answering the queries of the customers in a
courteous and friendly way.
2. Attitude and behaviour- The customer service employees services can be observed by
their teamwork, time management and professionalism in their appearance.
3. Ability of problem solving- How the issues are solved by the employees promptly
(Rosman & Stuhura, 2013).
8. Customer Service observation results
Present your Customer service (observation) checklist results using either a pie chart or a bar
graph. These are to be put in the appendix and referred to here.
Summarise the results of your observations.
Eg: Were there any weaknesses in current service practices, policies and/or procedures?
Were there any behavioural, attitudinal, motivational areas of concern identified?
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SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES
FOR THE GRAPHS PLEASE REFER TO THE APPENDIX BELOW.
9. Identify the key areas needing improvement. Analyse the data and identify the root
cause/s
Using the graphs and summaries of your research identify the key areas needing improvement.
(Minimum of 3)
Key Area Description
1 food and beverage As per the surveys the customers need more items of different
cuisines in their menu
2problem solving
ability
The customer service employee’s needs to be more effective and
rapid in solving the problems of the customers.
3 attitude and
behaviour of the
employees
Time management is another key area where the employees needs to
focus so that they can render their services more faster
4
Choose 3 areas for improvement- use 1 Problem solving and Analysis tool for each area to
determine what the root cause of the problem is (you must use at least two different tools)
These are to be put in the appendix and referred to here.
Summarise the results of your Analysis here.
10. Make recommendations
Based on your analysis make recommendations on what policies and procedures need to be
improved and/ or developed for the 3 areas.
Key Business Area Recommendation
1Food and beverage The can bring variations in their menu by adding one special item
each week
2 problem solving
ability
The employees must listen to the problems carefully at first then
reflect and lastly properly inquire to the customers about the issues
3 attitude and
behaviour
The employees must make a to-do list and work accordingly which
can save a lot of time and delegate properly the less important tasks
among themselves.
11. Develop customer service policies/procedures
Research and develop customer service policies and procedures for at least three different
areas of your organisation/business or areas of customer service, for example, presentation and
grooming or customer complaints. These must meet industry standards. Research industry
standards and ensure your customer service procedures align with these.
This may include policies and procedures that need developing or adjusting as a result of
customer feedback. (With the permission of your workplace you can import existing policies and
PARAMETERS Average (2) Good (3) Excellent (4)
1. right motivation 3 4
2. right attitude 2
3. appropriate behaviour 2
4. on time services 2
5. appropriate facilities 3 4
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SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES
procedures as an appendix and then use the templates below to show how you will improve
these.
Customer service policy – Business area one
Area of focus: Greeting, farewelling and acknowledging customers
Purpose:
Outline the purpose of the policy/procedure.
Greeting- the purpose behind this is that it enhances the communication and activates a
positive conversation with the customers.
Standards:
Outline the standards that employees must adhere do.
The employees and front door staffs must be warm in greeting the customers and welcoming
them even if the customer shows negative behaviours. The interactions of the employees
must be professional when they are interacting with their customers.
Procedure:
Outline the specific procedures they should follow.
 Guests must be welcomed and acknowledged as soon as they arrive
 their reservations must be checked and they must be inquired if they need any special
facilities
 they must be guided to their rooms or tables
 they must be helped while seating
 While the customer is leaving the table a staff must come and ask for the customers
experience or if they are facing any difficulty
Monitoring/feedback:
Outline how you will get feedback from customers about this procedure, or how it will be
monitored.
The best and the easiest way are to reach out to the customers directly for their feedback.
The best way to understand the customers are done by directly talking to them.
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SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES
Customer service policy – Business area two
Area of focus:
Purpose:
Outline the purpose of the policy/procedure.
Farewell- The purpose of farewell is important because it is a kind of invitation for the
customers to return in future to this very hotel. Thus through farewelling a hotel can retain its
valuable customer.
Standards:
Outline the standards that employees must adhere do.
Through a proper goodbye the customers feel that the hotel is focusing more on the
relationship rather than only thinking about the transaction. A proper farewell is about
showing the customers that the hotel genuinely care about them and thus, even after getting
the money the hotel is still continuing their service providing a warm farewell as the last
impression that may create a positive impression to the customers.
Procedure:
Outline the specific procedures they should follow.
 using hospitality phrases like “It’s my pleasure/We appreciate/Is there anything else”
 full cooperation should be given while the guests are leaving with their transitions
 they must be appreciated for their stay and choosing this particular hotel
 Reminded to be in touch
Monitoring/feedback:
Outline how you will get feedback from customers about this procedure, or how it will be
monitored.
A survey can be made through emails as soon as the customer leaves the hotel. Through this
survey the hotel can get the feedback that how warm the services are provided to the
customer starting from ‘hello’ to ‘goodbye’.
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SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES
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SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES
Customer service policy – Business area three
Area of focus:
Purpose:
Outline the purpose of the policy/procedure.
Acknowledging customers- The main purpose of this is to make the customer feel that that their
emotional needs are appreciated by the hotel.
Standards:
Outline the standards that employees must adhere do.
The employees must act responsibly while they are acknowledging their customers on a daily
basis along with working with a positive attitude in a team.
Procedure:
Outline the specific procedures they should follow.
The employees must acknowledge the customers presence along with greeting and listing to
their needs and demands. The employees must build a good rapport with their customers in
professional manner.
Monitoring/feedback:
Outline how you will get feedback from customers about this procedure, or how it will be
monitored.
A feedback box must be there where the customers can easily give away their feedbacks be it
positive or negative.
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SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES
12: Staff meeting – agenda& role play (to be carried out in weeks 16 & 17) Using the template provided, your own template or one from your organisation create a
meeting agenda for a staff meeting about the three new customer service
policies/procedures you have created in task 11.
 Choose another group of two to hold a simulated meeting following the agenda you have
created.
 From your group, elect one member to be the chairperson and the other to be take the
minutes of the meeting.
 In your meeting you are to outline the three new customer service policies/procedures that
you created in Task 11.
 The meeting agenda must address the following.
 Time/date.
 Who is required to attend, e.g., wait staff, bar attendants, customer service staff.
 Outline and explain all three customer service policies/procedures.
 Include information about the purpose, standards, and customer service procedures and
how monitoring and collection of feedback will occur.
 Ask for employee feedback on each of the three new standards and procedures.
 Identify ways for each new policy/procedure to be monitored.
 Discuss how the new policies and procedures will be made available to customers.
 Allow for questions: Do employees have any changes they would like to make? Any
suggestions for improvements? Any issues?
MEETING AGENDA
MEETING INFORMATION
 DATE- 5TH NOVEMBER, 2017
 TIME- 12PM
 THE PEOPLE WHO NEEDS TO ATTEND THE MEETING ARE CUSTOMER SERVICE EMPLOYEES,
THE HR DEPARTMENT, WAIT EMPLOYEES, BAR ATTENDANTS AND THE RECEPTIONIST AND
FRONT DOOR STAFFS.
PREPARATION FOR MEETING
THE MEETING IS REQUIRED FOR THE THREE CUSTOMER SERVICE POLICIES/ PROCEDURES THAT ARE
OUTLINES-
 GREETING- WELCOMING WARMLY IS A VERY IMPORTANT FACTOR FOR THE CUSTOMERS WHICH
CREATES A FIRST IMPRESSION. THE INTERACTIONS MUST BE IN A PROFESSIONAL MANNER.
AND CAN BE MONITORED THROUGH REACHING OUT THE CUSTOMERS DIRECTLY.
 ACKNOWLEDGING- CUSTOMERS MUST BE ACKNOWLEDGED IN A DAILY BASIS THROUGH
WHICH THEY WILL FEEL THAT THEIR EMOTIONAL NEEDS ARE APPRECIATED. THE EMPLOYEES
MUST BE RESPONSIBLE ENOUGH IN ACKNOWLEDGING THE NEEDS OF THE CUSTOMERS
WORKING IN A TEAM AS A WHOLE. FEEDBACK BOX MUST BE PROVIDED.
 FARE WELLING- PROVIDING A GOOD FAREWELL IS NECESSARY TO GIVEN THE CUSTOMERS
INVITATION TO VISIT AGAIN. THROUGH THIS THE CUSTOMERS FEEL THAT THE HOTEL IS MORE
FOCUSED ON THE RELATIONSHIP RATHER THAN TRANSACTIONS. FEEDBACK CAN BE
RECEIVED THROUGH EMAIL SURVEY.
AGENDA ITEMS
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SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES
MEETING AGENDA
THIS MEETING IS TAKING PLACE TO DISCUSS THE WAYS IN WHICH THE ABOVE OUTLINES SERVICES
WILL BE MADE AVAILABLE TO THE CUSTOMERS IN THE UPCOMING DAYS.
ACTION ITEMS/OUTCOMES FROM MEETING
IF ANY OF THE EMPLOYEES LIKE TO BRING ANY FURTHER CHANGE IN THE POLICIES THEN THEY CAN
EASILY APPROACH US WITH THE NEW IDEAS. ANY SUGGESTIONS OR IMPROVEMENTS RELATED TO
THESE POLICIES AND PROCEDURES WILL BE HIGHLY APPRECIATED.
References
Ariffin, A. A. M., & Maghzi, A. (2012). A preliminary study on customer expectations of
hotel hospitality: Influences of personal and hotel factors. International Journal
of Hospitality Management, 31(1), 191-198.
Della Corte, V. (2016). The strategic environment of hotel chains. The Routledge
Handbook of Hotel Chain Management, 57.
N. Torres, E., & Kline, S. (2013). From customer satisfaction to customer delight:
Creating a new standard of service for the hotel industry. International Journal
of Contemporary Hospitality Management, 25(5), 642-659.
Rosman, R., & Stuhura, K. (2013). The implications of social media on customer
relationship management and the hospitality industry. Journal of Management
Policy and Practice, 14(3), 18.
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SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES
Appendix
Customer 1 Customer 2 Customer 3
0
1
2
3
4
3 4 4 hygiene of the restaurant
Customer 1 Customer 2 Customer 3
0
1
2
3
4
5
3 3 4
food served in proper
temperature
Customer 1 Customer 2 Customer 3
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
3 3
4 time taken to serve the
food
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SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES
8.
1. right motivation
2. right attitude
3. appropriate behaviour
4. on time services
5. appropriate facilities
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
Average (2)
Good (3)
Excellent (4)
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SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES
Assessor checklist
To be completed by the assessor.
Learner’s name: 1. 2.
Did the learner successfully
demonstrate evidence of their ability to
do the following? Assessor comments Completed
S NS
Obtained information on customer
needs, expectations and satisfaction
levels.
Provided opportunities for customers
and staff to give feedback on products
and services.
Reviewed changes in internal and
external environments and integrated
findings into planning for quality
service.
Developed policies and procedures
for quality service provision.
Identified ways to communicate policies,
procedures and expectations to staff.
Identified ways to make policies
readily available to customers and
staff.
Monitored customer service in the
workplace to ensure standards are
met.
Assessed the effectiveness of
customer service practices.
Identified systemic customer service
problems and adjusted policies and
procedures to improve service quality.
Researched and developed customer
service policies and procedures for at
least three different areas of the
business that meet industry
standards.
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SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES
Did the learner successfully
demonstrate evidence of their ability to
do the following?
Assessor comments Completed
S NS
Evaluated practices for quality service
provision and identified any failings.
Final Result AC NC
Assessors final Comments………………………………………………………………………………
………………………………………………………………………………………………………………
………………………………………………………………………………………………………………
………………………………………………………………………………………………………………
………………………………………………………………………………………………………………
………………………………………………………………………………………………………………
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