SITXCCS008: Develop and Manage Quality Customer Service Practices

This assignment solution for SITXCCS008 focuses on developing and managing quality customer service practices. It includes short answer questions addressing the use of formal and informal research in developing quality customer service, the importance of understanding competition, and an explanation of market segments (demographic, geographic, psychographic, and behavioral) and their influence on customer choices and trends. The assessment also covers the necessity of understanding consumer protection laws and the business's responsibilities related to cancellation fees, price increases, refunds, and product descriptions. The document emphasizes the role of organizational policies and procedures in ensuring quality customer service and highlights key areas such as complaint management, loyalty programs, and staff training. This assignment is from Blue Bay College.

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ABN 28 615 702 335
ACN 615 702
ABN 28 615 702 335
ACN 615 702 335
CRICOS Provider Code: 03647C
RTO Provider Code: 45272
Assessment
Tasks and
Instructions
SITXCCS008_Develop
and manage quality
customer service
practices

Blue Bay College
89 Marsden Street Parramatta NSW 2150
T: [phone]
https://bluebaycollege.com.au/
[e-mail]
ABN 28 615 702 335
ACN 615 702 335
CRICOS ProviderCode: 03647C
RTO ProviderCode 45272
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Your Workplace Health and Safety (WHS) at Blue Bay College
1. It is your duty to inform staff at Blue Bay College if you see, hear or come across any
incident, situation or hazard that might require immediate attention
2. In case of an emergency evacuation, you are required to follow the instructions
provided by your trainer. While exiting the building, keep calm and walk alongside the
hand rails.
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The Assessment Process
Why are assessment tasks important?
To complete your qualification, you are required to apply the ideas you have been learning
from this unit of competence.
The assessment activities are an important part of your training program as they provide an
opportunity to apply what you have been learning and they give both you and your trainer
feedback on your progress.
How will you be assessed?
You will be required to complete a variety of written and practical exercises. Instructions for
how to complete the assessments are provided within each assessment task in this booklet.
What is required for successful completion?
Please read this section carefully before commencing the assessment tasks. You must
carefully complete EVERY task in this booklet. You must achieve a ‘Satisfactory’ mark for all
assessment tasks to be deemed Competent for the unit. If you are assessed as Not
Competent, you will be given some suggestions for improvement and asked to redo your
assessment.
At the successful completion of the assessment tasks, you will have demonstrated your
competence against all of the requirements of the unit.
Submission of assessments
Your trainer will advise you when to commence the assessments in this booklet.
You are required to complete the written assessments on a separate document. You have
access to computers which are equipped with 2010 Microsoft suite of products. You will also
have access to the internet at the College to assist with research and resources.
Assessment responses should be typed; however, handwritten submissions will be accepted
if they are clear and legible.
On the document please include:
o Your name
o The date
o The Assessment Number and Task Number.
For example:
o Will Smith
o 10 August 2015
o Assessment 1 - Question 1 (Record your answer).
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Please note that some assessments require additional documentation, such as a form or a
procedure, which must be included with your submission.
Make sure you check your material before submission. You must keep a copy of all work
submitted.
Access and equity
A student’s access to the assessment process should not be affected by restrictions placed
on the location or context of assessment beyond the requirements specified in the training
package. Reasonable adjustments can be made to ensure equity in assessment for people
with disabilities, including language and literacy. Adjustments include any changes to the
assessment process or context that meet the individual needs of the person with a disability,
but do not change competency outcomes. If you believe you have a disability that may
affect the completion of these assessment tasks please speak to your trainer.
Assessment outcomes
Your assessment submission will be assessed and you will be given feedback. Each
assessment task will be marked as either Satisfactory or Unsatisfactory and once all
assessments have been marked you will be given an outcome of Competent or Not
Competent for the unit of competence.
What can you do if you don’t agree with the assessment result?
If you do not think the assessment process is valid, disagree with the assessment outcome,
or believe that you have been treated unfairly, you can appeal.
The first step is to discuss the matter with your trainer. If you still do not agree, you are able
to request a re-assessment. It is possible to have your assessment submission assessed by
a different assessor.
If you remain dissatisfied after the re-assessment, you should contact your trainer. Full
details of the appeals process are contained in your Student Handbook.
Declaration of Authenticity
You are required to sign a Declaration of Authenticity for every written assessment
submission. The Declaration is a signed statement from you stating that the assessment
submission is your own work.
Declaration of Authenticity
Student Name
Student ID Term
I declare that all work completed in this assessment is my own
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Student Signature Date
Trainer/Assessor
Name
Assessment Tasks and
Instructions
Student Name
Student Number
Course and Code
Unit(s) of Competency and Code(s) SITXCCS008 Develop and manage quality
customer service practices
Stream/Cluster
Trainer/Assessor
Assessment for this Unit of
Competency/Cluster
Details
Assessment 1 Short Answer Questions
Assessment 2 Case Study & Policy development
Assessment 3 Observations
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
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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 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 of quality customer service
 specific industry sector:
o professional service standards for service industry personnel
o attitudes and attributes expected by the service industries to work with customers
 roles and responsibilities of management, supervisors and operational personnel in
providing quality service
 sources of information on current service trends and changes that affect service
delivery
 internal and external environmental changes and their effect on planning for quality
customer service:
o changes in the competitive environment
o economic climate
o introduction of new technologies or equipment
o management changes and organisational restructures
o recruitment practices
o trends in customer service preferences
 methods of formal and informal customer research:
o analysis of competitive environment and industry service trends
o customer service surveys
o customer focus groups
o qualitative or quantitative research
o seeking feedback from service delivery colleagues
o questioning customers
 methods of implementing quality service provision:
o developing, implementing and monitoring customer service policies and
procedures
o involving staff in the development of customer service practices
o evaluating staff and customer feedback
 methods of assessing the effectiveness of customer service practices:
o examining overall business performance
o monitoring the ongoing effectiveness of:
 staff in meeting customer service standards
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 policies and procedures in explaining practices
o reviewing numbers and nature of:
 complaints
 disputes
 responses of customers
o reviewing customer satisfaction survey statistics
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 methods of obtaining feedback from customers:
o customer service discussions with employees during the course of each business
day
o discussions with customers
o formal customer interviews
o regular staff meetings that involve service discussions
o seeking staff suggestions for content of customer service policies and procedures
o surveys of internal customers, external customers and staff
o improvements suggested by:
 customers involved in complaints or disputes
 suppliers
 staff, supervisors and managers
 industry schemes, accreditation schemes and codes of conduct aimed at improving
customer service
 areas where organisational policies and procedures assist in ensuring quality
customer service:
o acknowledging and greeting customers
o complaint and dispute management
o authority for different level personnel to resolve complaints, disputes, service
issues and customer compensation
o loyalty programs
o presentation standards for customer environment and customer service personnel
o pricing and service guarantees
o product quality
o refunds and cancellation fees
o response times
o staff training for:
 customer service
 technical skills
 objectives, components and comprehensive details of consumer protection laws that
relate to customer service, and the business’ responsibility for:
o nominating and charging cancellation fees
o providing information on potential price increases
o providing refunds
o supplying products as described or substituting suitable products when unable
formats for and content of policies and procedures.
Place/Location where assessment will be conducted
RTO to complete
Resource Requirements
Pen, Paper, computer with access to email, printer, teacher’s email address or as
instructed otherwise.
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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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Assessment 1
Short Answer Questions
Your task: Provide a detailed response to each of the following questions.
1. Explain how informal and formal research can be used to develop quality customer
service. Provide an example for each research method.
Response
Formal and informal research can assist in gaining of the viable and effective information
with respect to the customer service. The research methods can be used by the
authorities of the organisation concern in the utilising of the information in identifying and
addressing of the needs of the customer such that they can be satisfy with the quality
prospects, This will ensure effective retention of the customer for the long prospects’ of
time.
Example: Personal interviews and focus groups can be used in the informal research
while formal research focuses on the conduct of the interviews and seminars for the
attainment of the information (Osman, Z., & Sentosa, 2013).
2. Why is it important to have an understanding of your competition in order to plan for
quality customer service?
Response
It is important to understand the competition as it supports in the organisation concern in
better offering that in addition assist in improving the quality of service. In addition
knowing the customers will assist in the better formulation of the marketing strategies
that assist in managing of the strengths and deal with the weakness in an appropriate
manner (Osman, Z., & Sentosa, 2013). Further provided, with the understanding of the
competition the authorities of the business can ensure to improve performance leading to
the enhanced level of productivity.
3. When developing market knowledge, it is essential to have an awareness of how the
market is divided. Explain each of the following segments of the market. Provide
examples of how each segment can influence customer choices and trends.
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Response
Demographic segmentation: Demographic segmentation is the segmentation of the
market in accordance to the age, race, caste and religion. With the aid of this market
segmentation the authorities can gain the knowledge about the need of the target market
accurately.
Geographic segmentation: Geographic segmentation ensures distinction of the market
on the basis of the geographical area (Smith, 2015). This is done to gain knowledge
about the preferences of the customer belonging to different regions so as to formulate
effective marketing strategy.
Psychographic segmentation: This involves dividing of the market in accordance to the
values, beliefs so as to understand the lifestyle, social status, opinions and activities of
the customers
Behavioural segmentation: Behavioural segmentation divides the customer on the basis
of their behaviour. This is done to target all sets of the customer to manage and deal with
the complexity of the competition (Zena & Hadisumarto, 2013).
4. Why is it crucial for a manager to have in-depth knowledge of internal and external
business environments to provide quality customer service? Provide 2 examples each,
for internal and external factors:
Response
It is crucial and important for the managers to have proper knowledge and understanding
of the internal as well as external factors because it supports them in addressing of the
various factors that elaborates the need of the customer. In addition, it also assists in the
manager to make suitable variations in the internal operations as per the need of the
external environment.
Example of internal environment: stakeholder and employees (Smith, 2015)
Example of external atmosphere: technological changes and economic changes
5. Identify three ways you can obtain information about current trends in your industry.
Response
1. Through scanning of the environment
2. Through the research of magazines, journals and articles
3. Through past observations and strategies (Loveridge & Mok, 2012)
6. Explain businesses’ responsibilities under Consumer Protection Law and how it impacts
on customer service delivery.
Response
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