SITXCCS007 Case Study: Customer Service in Commercial Cookery

This case study focuses on enhancing customer service experiences within the accommodation services sector, addressing typical customer characteristics, needs, and expectations. It provides examples of products and services offered, including travel guides, gym access, dining spaces, jacuzzis, and business centers, along with potential add-ons like amusement park visits, monastery tours, and waterfall excursions. The study explores methods for effectively selling these additional items and anticipating customer needs through provisions like wheelchair access, ring-bell assistance, and diverse dining options. It also examines potential problems related to service delivery, offering solutions such as refunds, alternative tours, and room replacements. The study emphasizes the importance of staff training, clear communication, and conflict resolution skills for supervisors, along with promotional initiatives like package systems and loyalty programs to improve service provisions and customer satisfaction. This document is available on Desklib, a platform offering a wide range of academic resources for students.

International Institute of Management Pty Ltd
T/A American College / International Institute of Management
RTO Code: 31897
CRICOS Code: 03149K
Assessment Tasks and Instructions
Student Name
Student Number
Course and Code SIT40516 Certificate in Commercial Cookery
Unit(s) of Competency and Code(s) SITXCCS007 Enhance customer service experiences
Stream/Cluster
Trainer/Assessor
Assessment for this Unit of Competency/Cluster Details
Assessment 1 Case Study
Assessment 2 Practical Observation
Assessment 3
Assessment conducted in this instance: Assessment 1 2 3
Reasonable Adjustment
1. Has reasonable adjustment been applied to this assessment?
No No further information required
Yes Complete 2.
2. Provide details for the requirements and provisions for adjustment of assessment:
Student to complete
My assessor has discussed the adjustments with me
I agree to the adjustments applied to this assessment
Signature Date
2nd Assessor to complete
I agree the adjustments applied to this assessment are reasonable
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Assessment – 1 – Case Study

International Institute of Management Pty Ltd
T/A American College / International Institute of Management
RTO Code: 31897
CRICOS Code: 03149K
Name
Signature Date
Assessment Guidelines
What will be assessed
The purpose of this assessment is to assess you underpinning knowledge to complete the tasks outlined in the
elements and performance criteria for this unit of competency and relating to the following aspects:
 principles and benefits of enhanced customer service experiences and positive communication
 techniques to anticipate customer preferences, needs and expectations throughout the service experience
 conflict resolution techniques
 methods for enhancing service delivery in response to staff and customer feedback
 various extras and add-ons to enhance the customer experience:
o additional destinations
o additional tours or cruises
o cocktails and liqueurs to enhance the dining experience
o coordination services at events and conferences
o entrance to events, festivals and entertainment scheduled during customer stay at destination
o entrance to major attractions at destination
o extra food items
o flight fuel emissions offset fee
o local guiding services
o optional meals and dining experiences
o prepayment of baggage charges
o prepayment of in-flight meals
o pre-travel seat selection
o private car transfers in lieu of regular transportation options
o special offers or packages
o specialised styling for events
o storage for luggage after check-out
o travel insurance
o upgraded accommodation and flights
o wine or boutique beers to match meals ordered
 specific industry sector:
o professional service standards and protocols for service industry personnel
o attitudes and attributes expected by the service industries to work with customers
o different customer service needs and expectations
o types of customer loyalty programs
o essential features and use of the customer databases
 particular organisation:
o designated response times for providing service and resolving complaints
o customer service policies and procedures
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International Institute of Management Pty Ltd
T/A American College / International Institute of Management
RTO Code: 31897
CRICOS Code: 03149K
o complaint handling policies and procedures
o promotional services offered
 procedures for responding to the following common customer complaints:
o incorrect pricing or quotes
o delays or errors in providing products or services
o misunderstanding of customer requests
o escalated complaints or disputes
o other team members or suppliers not providing special requests
o misunderstandings or communication barriers
o unmet expectations of, or problems or faults with, a service or product
 methods of compensating dissatisfied customers:
o negotiating with suppliers on customer behalf to gain reduced rates or extra services
o providing some or all services:
 free of charge
 at reduced rate
o providing:
 discount vouchers to attend at a future time
 inexpensive add-on products
 small gifts
 special attention during the service period
 special customer service delivery on next attendance
 factors to consider when determining compensation of dissatisfied customers:
o financial constraints of the organisation
o profitability of the sale
 awareness of special needs, customs and practices of various social and cultural groups of customers in regards to:
o modes of greeting, farewelling and conversation
o body language and body gestures
o formality of language
o clothing
 methods of collecting feedback:
o formal:
 surveys
 interviews
 structured questioning
o informal:
 observation
 casual discussion
 essential features, conventions and usage of different types of communication techniques and equipment.
Place/Location where assessment will be conducted
American College
180, Logan road
Woolloongabba
QLD 4102
Resource Requirements
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International Institute of Management Pty Ltd
T/A American College / International Institute of Management
RTO Code: 31897
CRICOS Code: 03149K
Pen, Paper, computer with access to email, printer, teacher’s email address or as instructed otherwise.
Instructions for assessment including WHS requirements
You are required to address all questions to achieve competence. Your trainer will provide you with instructions
for time frames and dates to complete this assessment.
Once completed, carefully read the responses you have provided and check for completeness. Your trainer will
provide you with feedback and the result you have achieved.
Statement of Authenticity
I acknowledge that I understand the requirements to complete the assessment tasks
The assessment process including the provisions for re-submitting and academic appeals were explained
to me and I understand these processes
I understand the consequences of plagiarism and confirm that this is my own work and I have
acknowledged or referenced all sources of information I have used for the purpose of this assessment
Student Signature: Date: / /201
This assessment: First Attempt 2nd Attempt Extension – Date: / /
RESULT OF ASSESSMENT Satisfactory Not Yet Satisfactory
Feedback to Student:
Assessor(s) Signature(s): Date: / /
Student Signature Date: / /
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International Institute of Management Pty Ltd
T/A American College / International Institute of Management
RTO Code: 31897
CRICOS Code: 03149K
Assessment 1
Assignment
Your task: Choose an area relevant to your area of training in the Tourism, Hospitality and Events Industry. This
may include Accommodation Services, Front Office, Cookery, Food and Beverage, Tourism, Travel or Events.
Respond to each of the following questions with appropriate contextual responses. Each question must be
completed.
1. Provide an overview of the characteristics of customers you typically would encounter in your chosen
field of training. Describe their likely needs and expectations as well as any special needs.
The chosen field of training is accommodation services. The types of customers that come to this industry are
the ones who are seeking some leisure time. As a result, their needs and expectations is that of comfort, some
pleasure activities and good food and minimal disturbance.
2. Provide 5 examples of products and services you offer in your chosen field. Imagine you are talking to a
customer and briefly describe each of the products and services.
Five examples of products and services provided are –
1. Travel guide
2. Gym room
3. A dining space
4. Jacuzzi
5. A business centre
3. Provide 3 examples of add-ons and extras available in your area and explain the benefits or advantages
to the customer if taken as a package.
Three examples of add-ons and extras available near the area are –
1. An amusement park
2. A monastery
3. A waterfall
If taken as a package then the customers will be provided with a travel guide who will take them to visit all of
these nearby places and explain to them about their significance. Complimentary meals will be provided.
4. Choose 1 of the add-ons or extras and describe 2 methods for how you could effectively sell the
additional item.
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International Institute of Management Pty Ltd
T/A American College / International Institute of Management
RTO Code: 31897
CRICOS Code: 03149K
Chosen add-on is travel guide. Two methods to effectively sell the additional item are –
1. Provide the travel guide as a complimentary add-on with the travel package so that people do not have to
pay extra.
2. The customers can also avail the travel guide for a relatively less price if they want to visit any nearby place
while taking the hotel’s vehicle.
5. Provide 3 examples for how you could anticipate the needs of your customers in your service area. This
may include special provisions dependent on special needs, service situation, preferences etc.
1. If a customer is unable to walk for some reason, wheelchairs can be provided.
2. A ring-bell is provided in the rooms of every customer. They can ring it if they need any assistance.
3. The dining room of the hotel has options for both vegetarian and non-vegetarian dishes for the
convenience of the customers.
6. How will you ensure all products and services are packaged or actioned before customer delivery,
including any variations, add-ons or special requests? How does this enhance the standard level of
customer service?
The add-ons will be described to the customers in detail before they apply for a particular product or service.
This will ensure that customers are well aware of the services provided by the hotel and make best use of
them.
7. Choose 2 of the products or services you described in Question 2. Describe the types of problems which
might occur in relation to each product or service.
1. Travel guide
Due to limited time, they might not be able to explain all the relevant information with regards to a
particular nearby place.
2. Business Centre
This is only available for those customers who want to arrange a meeting and hence, is not open to all
the customers. Moreover, extra amount needs to be paid to make reservations.
8. Select 4 of the potential problems you identified in Question 7. Imagine that these problems have been
escalated to you to solve. What solutions could you implement to solve the customer’s immediate
problem and also demonstrate high quality customer service (including replacements, refunds and
alternatives)
Four potential problems are –
1. Travel guide being not available
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International Institute of Management Pty Ltd
T/A American College / International Institute of Management
RTO Code: 31897
CRICOS Code: 03149K
In such cases, the customer will be refunded their money
2. The travel guide being unable to complete the day’s itinerary
In such cases, the customers will be given an alternative in the way of another half days’ worth of tour.
3. The business centre being not available for two parties simultaneously
In such cases the second party will be provided a replacement in the form of another room.
4. The business centre being wanted to be used for other purposes than conducting a meeting.
In such cases, the customer will be provided an alternative room to host their event.
9. How would you ensure similar problems could be avoided and service provisions improved in the
future? What would this require and how should this be managed within the team in your service area?
Better guidelines should be provided to the hotel staffs so that they can explain the situation to the customers
efficiently. This requires training for the staff after every six months so that they are kept updated on the
requirements.
10. Explain the procedures for dealing with conflict, outlining the steps and requirements for verbal and non
verbal communication. What are your responsibilities as a supervisor/manager?
In order to deal with conflicts, the first step is the necessity to maintain calm and composure.
As a supervisor, verbally communicating with the customers is a necessity. Their issues and problems should be resolved
in a clear way. Moreover, in the case of non-verbal communication, the supervisor should ensure that the customers face
no problems after the resolution of the conflict.
11. Provide 3 examples of promotional items or initiatives which could be used in your service area, e.g.
loyalty programs, and explain how these would be used effectively.
1. Package system - which includes a visit to the nearby places.
2. Loyalty programs – that is if customers choose the hotel every time they come for a vacation then they will be given
huge discounts along with a complimentary meal during every day of their stay
3. Discounts – If a customer visit the hotel during the off-season, they can book the rooms and avail the additional
services at a discounted price.
12. Develop a customer feedback form which would allow collection of:
a. Details of customers to establish a database
b. Responses to questions enquiring about the product and services you provide in your service
area
c. Additional comments or feedback from customers
d. Special preferences of a customer
CUSTOMER FEEDBACK FORM
Name
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International Institute of Management Pty Ltd
T/A American College / International Institute of Management
RTO Code: 31897
CRICOS Code: 03149K
Age
Gender
Contact Details
How did you like our products and services?
Please provide your feedback regarding any aspect of our hotel
Is there any special preference of yours that needs to be lokked after?
13. Explain how you will evaluate this feedback form, how you would utilise the collected data and how this
would be useful to develop an ongoing customer relationship.
All the details collected in the form will be carefully evaluated and the special preferences of the customers will be
diligently looked in to. Moreover, any complaints they have with the hotel will be immediately resolved and conveyed to
the customer. This will help to improve the customer relationship.
14. List 3 examples for customer with special needs or disabilities you may encounter in your work area.
What are special requirements are likely for the examples you have provided?
1. Need for assistance for old people – Special requirement for wheelchairs or a hotel staff who will look after
the person during the entire duration of the stay.
2. Special needs in terms of food and beverages – The food should be cooked in a separate place by a separate
chef.
3. Need for absolute privacy during the entire duration of the stay – Care should be taken that no room
cleaning service is sent to the individual’s room and he or she is not disturbed at any point of time without
prior approval.
15. List 3 factors which must be considered when you need to compensate a customer to ensure both, the
interest of the business and the customer are satisfied?
1. The compensation given to the customer does not negatively impact the profits of the business.
2. The services and products given in compensation should be of good quality.
3. The customer must be satisfied with the compensation received.
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©Futura Group 2016

International Institute of Management Pty Ltd
T/A American College / International Institute of Management
RTO Code: 31897
CRICOS Code: 03149K
Assessment Tasks and Instructions
Student Name
Student Number
Course and Code SIT40516 Certificate in Commercial Cookery
Unit(s) of Competency and Code(s) SITXCCS007 Enhance customer service experiences
Stream/Cluster
Trainer/Assessor
Assessment for this Unit of Competency/Cluster Details
Assessment 1 Case study
Assessment 2 Practical observation
Assessment 3
Assessment conducted in this instance: Assessment 1 2 3
Reasonable Adjustment
3. Has reasonable adjustment been applied to this assessment?
No No further information required
Yes Complete 2.
4. Provide details for the requirements and provisions for adjustment of assessment:
Student to complete
My assessor has discussed the adjustments with me
I agree to the adjustments applied to this assessment
Signature Date
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Assessment – 2 – Observations

International Institute of Management Pty Ltd
T/A American College / International Institute of Management
RTO Code: 31897
CRICOS Code: 03149K
2nd Assessor to complete
I agree the adjustments applied to this assessment are reasonable
Name
Signature Date
Assessment Guidelines
What will be assessed
The purpose of this assessment is to assess your ability to complete tasks outlined in elements and
performance criteria of this unit in the context of the job role, and:
 identify customer requirements and provide professional and personalised customer service experiences
to two different internal and two different external customers to meet requirements
 demonstrate procedures to respond to and resolve three different customer complaints according to
organisational policies and procedures
 demonstrate effective communication with the above internal and external customers, including any with
special needs
 seek formal and informal feedback from customers on quality of above service
 provide above service to above customers in line with organisational customer service standards and
within designated organisational response times.
Place/Location where assessment will be conducted
American College
180, Logan road
Woolloongabba
QLD 4102
Resource Requirements
Refer to the Assessment conditions attached to the Futura Group Mapping Document located in the teacher
support tools folder or the “Assessment Conditions” for this unit in the SIT 1.0 Training Package.
For this assessment a full set of organisational policies and procedures relevant for the customer service
charter must be provided to the student
Instructions for assessment including WHS requirements
1. You are required to wear a complete uniform applicable to your area of training or as instructed
2. Your personal presentation must reflect the standards typically expected and acceptable in the
hospitality and tourism industry.
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International Institute of Management Pty Ltd
T/A American College / International Institute of Management
RTO Code: 31897
CRICOS Code: 03149K
3. You will be observed completing each of the following tasks set out below.
4. The practical observations for this unit of competency include the following requirements listed for each
task
Part A.
You will be observed demonstrating how you identify customer requirements and provide effective
service to 4 different customers:
1. 2 different internal customers
2. 2 different external customers
Part B.
You will be observed demonstrating how you respond to 3 different customer complaints
according to organisational policies and procedures
The observation criteria below provide a guideline for criteria relevant for each task.
Statement of Authenticity
I acknowledge that I understand the requirements to complete the assessment tasks
The assessment process including the provisions for re-submitting and academic appeals were explained
to me and I understand these processes
I understand the consequences of plagiarism and confirm that this is my own work and I have
acknowledged or referenced all sources of information I have used for the purpose of this assessment
Student Signature: Date: / /201
This assessment: First Attempt 2nd Attempt 3nd Attempt Extension – Date: / /
RESULT OF
ASSESSMENT
Part A
Part B
Satisfactory Not Yet Satisfactory
Satisfactory Not Yet Satisfactory
Feedback to Student:
Assessor(s)
Signature(s): Date: / /
Student Signature Date: / /
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©Futura Group 2016

International Institute of Management Pty Ltd
T/A American College / International Institute of Management
RTO Code: 31897
CRICOS Code: 03149K
Assessment 2
Your task:
PART A
You will be observed demonstrating how you identify customer requirements and provide effective service to 4
different customers as listed in the table below.
Instance Date Duration from ... to... Tasks to be completed
What will be observed?
Instance 1: Customer service to 1
internal customer
Customer profile – Details:
What is the service provided:
Instance 2: Customer service to 1
internal customer
Customer profile – Details:
What is the service provided:
Instance 3: Customer service to 1
external customer
Customer profile – Details:
What is the service provided:
Instance 4: Customer service to 1
external customer
Customer profile – Details:
What is the service provided:
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