SITXCCS008 Student Assessment Tool
July 18, 2022 | Author: Anonymous | Category: N/A
Short Description
Download SITXCCS008 Student Assessment Tool...
Description
DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES SITXCCS008
Student Assessment Tool
NEW YORK COLLEGE
This page is intentionally left blank
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
V1.0 December 2018
2
NEW YORK COLLEGE Assessment Summary Sheet Unit
SITXCCS008 Develop and manage quality customer service pracces
Pre-Requisite Units
NIL
Student Name Student I.D. Number
Result S = Sasfactory
Please aach assessment evidence to this form
Final Assessment Result for this Unit
NS = Not Sasfactory NA = Not Assessed
Date of assessment:
Assessment 1
Short Answer Quesons
S | NS | NA
Date of assessment:
Assessment 2
Case Study
S | NS | NA
Date of assessment:
Assessment 3
Observaons
S | NS | NA
Unit Outcome
Competent Not Yet Competent Not Assessed
Re-assessment Required
Yes
No
This form is to be completed by the assessor and used a nal record of student competency. All student submissions including any associated assessment cover sheets (outlined below) are to be aached to this cover sheet before placing on the students le. Student results are not to be entered onto the Student Database unless all relevant paperwork is completed and aached to this form. Assessor Feedback:
Student Declaraon: I declare that the evidence I have ha ve submied for this unit of competency is my own work and that: I have been assessed in this unit. I have been provided with feedback. I have been advised of my result.
Assessor Declaraon: Assessor:: Assessor
I declare that I have conducted a fair, valid, reliable and exible assessment of this assignment in accordance to the Principles of Assessment and the Rules of Evidence as outlined in the Standards for RTOs 2015.
I am aware of my appeal rights.
Student name: _________________ ____________________ ___
I have provided appropriate feedback. I also declare that I have undertaken the indicated assessment integrity checks: Check for plagiarism Check for Copying/Collusion/Authencity (learner’s own work) Cheang or use of model answers
Signature: ________________ _____________________ _____
Assessor name: __________________ ___________________ _
Date:
Sign Si gnat ature ure:: Date:
____/_____/_____
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
____ __ ____ ____ ____ ____ ____ ____ ____ ____ ____ ____ ____ ____ __ ____/_____/_____
V1.0 December 2018
3
NEW YORK COLLEGE
This page is intenonally le blank
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
V1.0 December 2018
4
NEW YORK COLLEGE
Unit Summary The purpose of assessment for this unit is to gather evidence of the student’s competence against the elements, as well as skills and underpinning knowledge, requir required ed to Develop and manage quality customer service pracces. This unit describes the performance outcomes, skills and knowledge required to develop, monitor and adjust customer service pracces. It requires the ability to consult c onsult with colleagues and customers, develop policies and procedures for quality service provision, and manage the delivery of customer service. The unit applies to senior managers who operate independently, have responsibility for others and are responsible for making a range of operaonal and strategic decisions. This includes individuals working in a range of tourism, travel, hospitality and event contexts and to any small, medium or large organisaon. orga nisaon. No occupaonal licensing, cercaon or specic legislave requirements apply to this unit at the me of publicaon.
Elements of the unit 1. Develop quality customer service pracces. 2. Manage delivery of quality service. 3. Monitor and adjust customer service.
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
V1.0 December 2018
5
NEW YORK COLLEGE
Overview of Assessments SITXCCS008 Develop and manage quality customer service pracces There are three (3) assessment tasks in this unit, and you must complete all assessments sasfactorily in order to be marked competent in this unit. The assessment for SITXCCS008 consists of:
Assessment 1 –Short Answer Quesons You are required to address all quesons to achieve competence. Your trainer will provide you with instrucons for me 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.
Assessment 2 –Case Study You are required to read through the case study and address all quesons to achieve competence. Your trainer will provide you with instrucons for me 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.
Assessment 3 –Observaons You will be observed over four service periods, how you: A. Implement Implement develope developed d policie policiess and proce procedures dures B. Commu Communica nicate te requ require iremen ments ts with with sta sta C. Monitor Monitor service service provisions provisions and manage manage these these ecientl eciently y D. Evaluate Evaluate each service service instance instance and incorpor incorporate ate feedback feedback into the next next instance. instance.
You are required to write a brief summary for each service instance, clearly outlining: 1. What What work worked ed well well 2. What What ne need edss impr improv ovem emen entt 3. How you you have have evalua evaluated ted each each policy policy you you have have impleme implemented nted 4. How was was sta sta involv involved ed for the the purpo purpose se of eval evalua uaon on 5. How you will will implement implement each each idened idened change change require required d into the followin following g service service instance. instance. Provide each summary to your trainer prior to each service instance. Your implementaon of procedures and requirements you have idened in each instance will be part of the assessment of your performance.
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
V1.0 December 2018
6
NEW YORK COLLEGE
Informaon for Students Please read all the informaon given to you when you receive this assessment guide. If you do not understand any part of this assessment guide, please inform your assessor/trainer. To achieve competency, you must sasfactorily complete all assessment tasks within the date and me alloed by your assessor/trainer. This will demonstrate that you have all the required skills, knowledge for this unit. An overview of the skills and knowledge to be assessed in this unit is provided in this Assessment Guide. Students who present copied or plagiarised assessments are considered parcipants in the act of academ aca demic ic mis miscon conduc ductt whi which ch wou would ld lea lead d to dis disqua quali lica caon on of the their ir sub submi mied ed wor work. k. (Re (Read ad the secon on Plagiarism and Assessment Dishonesty below.) The assessmen assessments ts are intended to be equitable, equitable, fair and exible. exible. All the informaon, informaon, skills and knowledge being assessed by the assessments has been based on theory and skills delivered to you during classes and meet the requirements of the unit of competency.
Subming Assessment Tasks You must submit assessment tasks with the provided cover sheet.
ALL tasks must be completed in legible English. It is preferable that tasks submied for assessment are typed. Where this is not possible or where room is provided on a paper for short answers, you must write clearly. Unreadable assessment tasks will be returned unmarked. You must submit assessments on or before their due date. Extensions for individual assessment tasks may be negoated in specic circumstances according to NYC’s Policy and Procedures. To arrange an extension, you must speak to your assessor prior to the due date. date. Extensions due to illness will require a medical cercate. Extensions must be conrmed by trainers in wring.
Assessment Outcomes There are two outcomes of assessments: S = Sasfactory and NS = Not Sasfactory (requires more training and experience). You will be awarded C = Competent on compleon of the unit when your assessor is sased that you have completed all assessments and have provided the appropriate evidence required to meet all criteria. If you fail to meet this requirement you will receive the result NYC = Not Yet Competent and will be eligible to be re-assessed in accordance with the NYC’s policies and procedures.
Re-assessment Students will be allowed to sit for up to two further aempts at a praccal assessment item or test queson for which the outcome is Not Sasfactory within the meframe of a course (unit of competency). Students judged as NS in an assessment will be allowed to resubmit if they have aended all praccal classes for the related unit. New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
V1.0 December 2018
7
NEW YORK COLLEGE
Student Access to Records Students have the right to access current and accurate records of their parcipaon and results at any me. You may request to see your results or aendance sheets from Administraon on request. You will be required to show proof of idencaon.
Support You may seek claricaon about any assessments at any me from your assessor. Your assessor will only assist or intervene during an assessment if there is a risk of injury to yourself or one of your class members.
Adjustments for students with special needs Students who have special needs may be allowed reasonable adjustment in line with the NYC’s Policies and Procedures. This means that there may be modicaons to the way in which evidence of your competence is gathered. However, it will not change the standards or outcomes you must achieve. It could include alternate methods of assessment the assist the student. If you consider that you need any special consideraons in relaon to assessment of the unit, please contact the Course Coordinator.
Appeals If you are not happy with your results: 1. You Yourr assessm assessment ent may may be reass reassess essed ed upon upon appeal appeal 2. Your assesso assessor/trai r/trainer ner may provide provide you with alterna alternate te opons opons of assessment assessment in order order to gain competency depending on inial results 3. If you are sll sll unhappy unhappy about about your assess assessment ment results results aer aer following following the steps steps menone menoned d above, you may submit a formal complaint in accordance with NYC’s Complaints and Appeals A ppeals Policy.
Plagiarism and Assessment Dishonesty The New York College (NYC) is commied to ensuring that all students behave with integrity when undertaking an assessment. Therefore, it is essenal that you understand the principles underlying assessment integrity and behave in a manner according to these principles. Please read the following informaon and please ensure you have access to and have read the plagiarism and assessment dishonesty policy. This policy can be found on the the NYC’s website and is also discussed in your inducon prior to commencing the course.
What is Plagiarism and Assessment Dishonesty? Plagiarism is copying, paraphrasing or summarising, without appropriate acknowledgement, the words, ideas, scholarship and intellectual property of another person. This remains plagiarism whether or not it is with the knowledge or consent of that other person. Plagiarism has also taken place when direct use of others' words is not indicated, for example by inverted commas or indentaon, in addion to appropriate citaon of the source.
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
V1.0 December 2018
8
NEW YORK COLLEGE Each individual student is responsible for ensuring that they are fully informed about methods of acknowledgement appropriate to any piece of assessable work that they submit.
Assessment dishonesty includes plagiarism, collusion, the fabricaon or deliberate misrepresentaon of data, and failure to adhere to the rules regarding examinaons in such a way as to gain unfair assessment a ssessment advantage.
Collusion is the involvement of more than one individual in an instance of assessment dishonesty. All pares involved in such collusion are in breach of the principles of assessment honesty (unless there is good evidence of innocent involvement). "Collusion" needs to be disnguished from "collaboraon", dened for the purposes of this document as work jointly undertaken and produced.
Incidence of Plagiarism or Assessment Dishonesty If the New York College believes any act of plagiarism and assessment dishonesty has occurred, the student/s will be contacted and will be given an opportunity to explain their case. Should this be repeated the student will be penalised. Penales include re-subming the assessment task or unit and for repeated oences, re-sing the unit at student’s own cost or cancellaon of enrolment.
How informaon will be handled: All informaon regarding an incident of plagiarism or assessment dishonesty will be recorded as per NYC’s Plagiarism and Assessment Dishonesty Policy. Only relevant sta members will be given access to the informaon as required by state and federal privacy laws. I have read and understand the informaon provided above and also understand and accept that any act of plagiarism and academic dishonesty may have penales including cancellaon or suspension of my enrolment enrolment with New York College. College. I further declare that:
All assessment work submied for this unit competency is my own original work and plagiarism and collusion has not occurred.
Assessment work is not copied nor has not been submied for any other unit/course.
I have taken proper care and eort to ensure my work has not been copied by another person.
I understand the consequences of engaging in plagiarism as described in NYC’s Plagiarism and Assessment Dishonesty Policy and I have obtained and read the Plagiarism and Assessment Dishonesty Policy.
Student Signature: ...............................................................
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
Date: ....../....../.......
V1.0 December 2018
9
NEW YORK COLLEGE
This page is intenonally le blank
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
V1.0 December 2018
10
NEW YORK COLLEGE
Assessment Cover Sheet ASSESSMENT 1: Short Answer Quesons Student Name Student I.D. Number Unit( Uni t(s) s) of of Compe Competen tency cy and and Code Code(s) (s)
SITXCC SITXCCS00 S008 8 Devel Develop op and and mana manage ge qual quality ity custom customer er service pracces
Trainer/Assessor Assessment Task
Short Answer Quesons
Date of Assessment
Assessment Outcome
Sasfactory Not Sasfactory Not Assessed
Comments /Feedback
Statement of Authencity I acknowledge that I understand the requirements to complete the assessment tasks
The assessment process including the provisions for re-subming and academic appeals were explained to me and I understand these processes
I understand the consequences of plagiarism and conrm that this is my own work and I have acknowledged or referenced all sources of informaon I have used for the purpose of this assessment I have made a photocopy or electronic copy or photograph of my assessment task, which I can produce if the original is lost.
Student Signature:
Date:
/
/201
I declare that I have conducted a fair, valid, reliable and exible assessment with this student, and I have provided appropriate feedback. I also declare that I have undertaken the indicated assessment integrity checks.
Assessor Signature:
Date:
/
/201
=================================TEAR HERE ================================== RECEIPT OF LODGEMENT Student Name Unit:
SITXCCS008 SITXCCS00 8 Develop and manage quality customer service pracces
Trainer Name New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
Student ID As Asse sess ssme ment nt
Shor Shortt An Answ swer er Q Que ues son onss
Date submied: V1.0 December 2018
11
NEW YORK COLLEGE Received by:
Signature:
Date received:
This page is intenonally le blank
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
V1.0 December 2018
12
NEW YORK COLLEGE
Assessment Guidelines Assessment Method The following assessment is wrien assignment to be completed in NYC’s classroom. cla ssroom. The student must complete all 30 quesons and tasks.
Submission instrucons The student is to submit the completed assessment with all answers to the trainer. Ensure that the student includes the assessment cover sheet and signs the declaraon secon. The assessment task is due on the date specied by the assessor.
Assessment condions This is an individual wrien assessment. This is a closed book assessment. The student must complete this task independently. This assessment will take approximately 3 hours to complete. The student must complete this task in the space provided in this assessment tool. If the student needs more space, please provide addional sheets and ask the student to aach those to this assessment tool.
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
V1.0 December 2018
13
NEW YORK COLLEGE 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 relang to the following aspects: principles of quality customer service specic industry sector: professional service standards for service industry personnel o atudes and aributes expected by the service industries to work with customers o roles and responsibilies of management, supervisors and operaonal personnel in providing quality service sources of informaon on current service trends and changes that tha t aect service delivery internal and external environmental changes and their eect on planning for quality customer service: changes in the compeve environment o economic climate o introducon of new technologies or equipment o management changes and organisaonal restructures o recruitment pracces o trends in customer service preferences o methods of formal and informal customer research: analysis of compeve environment and industry service trends tr ends o customer service surveys o customer focus groups o qualitave or quantave research seeking feedback from service delivery colleagues quesoning customers o methods of implemenng quality service provision: developing, implemenng and monitoring customer service policies and procedures o involving sta in the development of customer service pracces o evaluang sta and customer feedback o methods of assessing the eecveness of customer service pracces: examining overall business performance o monitoring the ongoing eecveness of: o sta in meeng customer service standards policies and procedures in explaining pracces reviewing numbers and nature of: o complaints disputes o o
responses of customers reviewing customer sasfacon survey stascs methods of obtaining feedback from customers: customer service discussions with employees during the course of each business day o discussions with customers o formal customer interviews o regular sta meengs that involve service discussions o seeking sta suggesons for content of customer service policies and procedures o surveys of internal customers, external customers and sta o improvements suggested by: o customers involved in complaints or disputes suppliers sta, supervisors and managers industry schemes, accreditaon schemes and codes of conduct aimed at improving customer service areas where organisaonal policies and procedures assist in ensuring quality customer service: o
o o
acknowledging and greeng customers complaint and dispute management
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
V1.0 December 2018
14
NEW YORK COLLEGE o
o o o o o o
authority for dierent level personnel to resolve complaints, disputes, service issues and customer compensaon loyalty programs presentaon standards for customer environment and customer service personnel pricing and service guarantees product quality refunds and cancellaon fees response mes
sta training for: customer service technical skills objecves, components and comprehensive details of consumer protecon laws that relate to customer service, and the business’ responsibility for: nominang and charging cancellaon fees o providing informaon on potenal price increases o providing refunds o supplying products as described or substung suitable products when unable o o
o
formats for and content of policies and procedures.
Resource Requirements Pen, Paper, computer with access to email, printer, teacher’s email address or as instructed otherwise.
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
V1.0 December 2018
15
NEW YORK COLLEGE
Assessment 1 Short Answer Quesons Your task: Provide a detailed response to each of the following quesons.
1. Explain how informal and formal research can be used to develop quality customer service. Provide an example for each research method.
Response
2. Why is it important to have an understanding of your compeon in order to plan for quality customer service? Response
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
V1.0 December 2018
16
NEW YORK COLLEGE
3. When developing market knowledge, it is essenal 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 inuence customer choices and trends. Response Demographic segmentaon
Geographic segmentaon
Psychographic segmentaon
Behavioural segmentaon segmentaon
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
V1.0 December 2018
17
NEW YORK COLLEGE
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
5. Idenfy three ways you can obtain informaon about current trends in your industry.
Response 1.
2.
3.
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
V1.0 December 2018
18
NEW YORK COLLEGE
6. Explain businesses’ responsibilies under Consumer Protecon Law and how it impacts on customer service delivery. Response
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
V1.0 December 2018
19
NEW YORK COLLEGE
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
V1.0 December 2018
20
NEW YORK COLLEGE c ancellaon policy and what is required if 7. Explain why it is important to have a clear refund and cancellaon there are potenal price increases. Response
8. Describe the importance of providing accurate product informaon inf ormaon to customers in order to provide quality customer service. Response
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
V1.0 December 2018
21
NEW YORK COLLEGE 9. In order to provide quality customer service, it is important to establish your target market. Provide 4 quesons you should consider when developing a clear customer prole. Response 1.
2.
3.
4.
10. Why is consistency crucial to providing quality customer service? Response
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
V1.0 December 2018
22
NEW YORK COLLEGE 11. Describe ve common principles of customer service in detail. Response 1.
2.
3.
4.
5.
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
V1.0 December 2018
23
NEW YORK COLLEGE 12. Suggest three service standards to encourage quality customer service for your specic industry. Response 1.
2.
3.
13. Describe 3 industry schemes aimed at improving customer service, including 1 relevant to your work area Response 1.
2.
3.
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
V1.0 December 2018
24
NEW YORK COLLEGE 14. Dene connuous improvement and explain how this process contributes to eecve customer service. Response
15. Explain why it is essenal to have an eecve complaint handling procedure. Response
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
V1.0 December 2018
25
NEW YORK COLLEGE 16. If you are faced with an escalang complaint, why is it necessary to involve management? Response
17. List three ways you can set a posive example for customer service as a manager. Response 1.
2.
3.
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
V1.0 December 2018
26
NEW YORK COLLEGE
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
V1.0 December 2018
27
NEW YORK COLLEGE 18. Why should specic preferences of regular customers be communicated and shared with all sta? Response
19. It is necessary for service standards to be communicated to and followed by both new and old sta. Which policies and procedures can be used to assist in seng standards? Provide 3 examples.
Response
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
V1.0 December 2018
28
NEW YORK COLLEGE
a nd procedures which are commonly used in organisaons to set 20. List 10 examples of policies and standards for customer service:
Response 1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
V1.0 December 2018
29
NEW YORK COLLEGE
21. How can changes in technology aect the business’ customer service pracces?
Response
22. How can management changes and organisaonal restructures aect the business’ customer service pracces?
Response
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
V1.0 December 2018
30
NEW YORK COLLEGE
23. Describe three methods of formal and informal customer research you can implement to determine your exisng level of customer service.
Response 1.
2.
3.
24. You are reviewing feedback received from customers. List 4 aspects you will review and what this would involve to evaluate responses crically.
Response 1.
2.
3.
4. New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
V1.0 December 2018
31
NEW YORK COLLEGE
25. While you are working a shi, you witness an employee get into an argument with a customer regarding a delay in service. You record the incident and noce that there has recently been an increasing number of disputes between sta members and customers. What would this indicate to you in terms of processes in place and processes potenally lacking?
Response
26. In order to improve the quality of customer service delivered by a business, the exisng level of service must be determined. List 4 ways of obtaining customer feedback about your level of service:
Response 1.
2.
3.
4. New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
V1.0 December 2018
32
NEW YORK COLLEGE
27. List 2 things that must occur when a change or improvement needs to be implemented:
Response 1.
2.
28. Why is it important to communicate your policies and procedures to your sta and customers? Response
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
V1.0 December 2018
33
NEW YORK COLLEGE ustomers? 29. List 3 common ways to make your policies and procedures readily available to your ccustomers? Response 1.
2.
3.
30. Answer the following quesons in relaon to the data report below:
The following data report provides you with a summary of customer surveys that were recently conducted for the “Coloured Sands Resort”. There were 200 customers who parcipated in this survey. Each customer was provided with a quesonnaire. The data was analysed and entered in the format below to provide a summary report. You are required to review the summary, check the accuracy of gures and perform simple calculaons to reect percentages. Analyse the provided data and idenfy areas that need further f urther improvement and acons by answering all quesons below.
Scale
Recepo n
Very Good
(108) Recepo n service on arrival is good.
Good
(80)
Not Good
Room Service and Housekeepin g (36)
(22)
(6) Rooms are too small (56) Towels are dirty (10) housekeeping
Restaurant
Tours
Seaside
Entertainmen t
(58) Buet (74) Good is good tours (52) Lots of variety of food (24) Excellent
(74) good access to the beach (39) Swimming pool is nice.
(88) the sta is excellent (80) Many interesng acvies for all
(66) Very good food.
(40) all good
(32) very good entertainmen t opons
(64) good organisao n of tours (30) expensive tours
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
(4) didn’t like the beach side
V1.0 December 2018
34
NEW YORK COLLEGE
No Commen t
12
sta not able to help (46) Rooms are not very clean. 24
Total
200
200
32
200
200
200
200
a. Express Express the respon responses ses collected collected as as percentage percentagess in each category category (very (very good, good, good, etc.). etc.). Provide a crical reecon on each department outlining which service aspects and operaonal factors you should further invesgate to help improve customer sasfacon. (For example why have some customers not commented – how could this improved, e.g. by providing incenves; is the survey specic enough to provide feedback for specic areas?)
Response
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
V1.0 December 2018
35
NEW YORK COLLEGE
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
V1.0 December 2018
36
NEW YORK COLLEGE
b. Suggest Suggest a suitable suitable customer customer service service strateg strategy y that can be implem implemente ented d in the departme department nt which you have idened as the major problem area to improve the customer service pracce in that area/department. Who should be involved and what would this require in terms of parcipaon/involvement and communicaon?
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
V1.0 December 2018
37
NEW YORK COLLEGE
This page is intenonally le blank
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
V1.0 December 2018
38
NEW YORK COLLEGE
Assessment Cover Sheet ASSESSMENT 2: Case Study Student Name Student I.D. Number Unit( Uni t(s) s) of of Compe Competen tency cy and and Code Code(s) (s)
SITXCC SITXCCS00 S008 8 Devel Develop op and and mana manage ge qua qualit lity y cust custome omerr service pracces
Trainer/Assessor Assessment Task
Case Study
Date of Assessment
Assessment Outcome
Sasfactory Not Sasfactory Not Assessed
Comments /Feedback
Statement of Authencity I acknowledge that I understand the requirements to complete the assessment tasks
The assessment process including the provisions for re-subming and academic appeals were explained to me and I understand these processes
I understand the consequences of plagiarism and conrm that this is my own work and I have acknowledged or referenced all sources of informaon I have used for the purpose of this assessment I have made a photocopy or electronic copy or photograph of my assessment task, which I can produce if the original is lost.
Student Signature:
Date:
/
/201
I declare that I have conducted a fair, valid, reliable and exible assessment with this student, and I have provided appropriate feedback. I also declare that I have undertaken the indicated assessment integrity checks.
Assessor Signature:
Date:
/
/201
=================================TEAR HERE ================================== RECEIPT OF LODGEMENT Student Name Unit: Trainer Name
SITXCCS008 SITXCCS00 8 Develop and manage quality customer service pracces
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
Student ID Ass sse essment
Case St Study Date submied: V1.0 December 2018
39
NEW YORK COLLEGE Received by:
Signature:
Date received:
This page is intenonally le blank
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354 1009 Ipswich Road, Moorooka, QLD 4105
V1.0 December 2018
40
Assessment Guidelines Assessment Method You are required to read through the case study and address all quesons to achieve competence. Your trainer will provide you with instrucons for me 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. Submission instrucons Ensure that the student completes the assessment cover sheet and signs the declaraon secon. The assessment task is due on the date specied by the assessor. Assessment condions Skills must be demonstrated in an operaonal business environment for which tailored customer service pracces are required. This can be:
an industry workplace
a simulated industry environment.
Assessment must ensure access to:
current plain English regulatory documents distributed by government consumer protecon regulators
codes of pracce and standards for customer service issued by industry groups
sources of informaon on customer needs, complaints and feedback
customer surveys and feedback collecon tools and templates
team members with whom the individual can interact; these can be:
sta in an industry workplace during the assessment process; or
individuals who parcipate in role plays or simulated acvies, set up for the purpose of assessment, in a simulated industry environment operated within a training organisaon.
NEW YORK COLLEGE 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: o
research and develop customer service policies and procedures for at least three dierent areas of the business that meet industry standards
o
implement and monitor pracces for quality customer service in line with above policies and procedures over four service periods
o
evaluate pracces for quality service provision and idenfy any failings
o
review policies and procedures, adjust as necessary, and communicate any new pracces to sta.
Resource Requirements Refer to the “Assessment Condions” for this unit listed above.
Pen, Paper, computer with access to internet weblink access to: hps://www.business.qld.gov.au/business/starng/business-planning/processes-procedur hps://www.business.qld.gov.au/business/starng/busi ness-planning/processes-proceduresesstandards
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J
V1.0 December 2018
Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au
Phone: + 61 07 3848 4354
1009 Ipswich Road, Moorooka, QLD 4105
42
Assessment 2 Case Study Mr and Mrs Jones were looking forward to celebrang their 5 th wedding anniversary in style and had great plans for their special evening. Mr Jones decided to book a table for two for dinner at the recently refurbished “ Cape
Lighthouse”, a restaurant with commanding views over the Coral Sea. To ensure a nice table with views for this occasion, Mr Jones had contacted the restaurant 2 months prior to make a reservaon with a male sta member who appeared to be very professional. The booking was then conrmed by telephone with Alex, a waitress, 1 week prior to the booked date. On their anniversary Mr and Mrs Jones arrived at the restaurant; however they found there was no booking in their name. Sta were unable to locate any booking informaon. Mr Jones was asked whom he had spoken to, to make the reservaon and provided the details of sta; however this was somehow shrugged o and they were asked to wait at the entry to “see whether a table could be arranged”. As it was a Friday F riday night the restaurant was very busy. Mr and Mrs Jones had to wait 15 minutes before they nally were led to a small table the back of the restaurant near the kitchen doors. Aer a further 15 minutes they were aended to by a drink waiter who took their order for an aperif. The Joneses placed their food and wine order and their entrees arrived aer 30 minutes. The white wine to go with the entrees did not arrive and the drinks waiter seemed to ignore their eye contact.
The main course for Mr Jones arrived within 5 minutes aer the entrees had been cleared, however Mrs Jones’ meal did not arrive for another 20 minutes. Mrs Jones was very upset with the service and was almost on the verge of leaving. When Mr and Mrs Jones went to pay the cheque on their way out, Mrs Jones was expecng an apology from the restaurant sta with regards to their booking and the delay in the service, unfortunately no one was around even to talk about it. Mr and Mrs Jones decided that this was the last visit ever at this establishment. They denitely would tell their family and friends about their dining experience at “ Cape Lighthouse”.
Your task: Address each of the following quesons relang to the case study.
1. Idenfy Idenfy Mr and Mrs Jones’ Jones’ cust customer omer needs needs and expectao expectaons ns in this case study. study. What What would a customer customer expect not only on an important occasion like the menoned anniversary but on each occasion when vising an establishment?
Response
NEW YORK COLLEGE Mr and Mrs Jones wanted to celebrate their anniversary so because of that they done advance booking of table on the arrival they were expecng greet by the sta but instead of that they have to wait for 15 minutes aer having a advance booking they were totally ignore aer telling about the advance booking they were expecng apology by the sta members. Aer waing they were expecng a good locaon but instead of that got the table near kitchen doors. They expected to be aended by well mannered waiter but they were aended by drunk waiter and there service was not even on me. Aer this much delay they decided to leave at the me of leaving they expecng apology but there was no one to talk to. They were expecng good customer service but because of bad services they were disappointed and that spoiled there occasion. Customer expect greet on the me of arrival. They don’t expect to wait any if any case they are asked to wait sta should apologize for the inconvenience caused to customer. Well mannered server should take order. Order should be on me. They also expect good quality of food and service.
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354
V1.0 December 2018
1009 Ipswich Road, Moorooka, QLD 4105
44
NEW YORK COLLEGE
2. What could could be the likely likely eects of this this incident incident for the business business and custom custom down the the track if the customer customer service issues are not addressed?
Response
Customer service plays a major role in business. Poor customer service can damage the reputaon of business. If you will not meet a expectaon of business it will eect reputaon of business this can result to loss of business and returning of business because of this one will lose their best employees. Bad customer service kills conversion they will ask on what basis they should pay money for. Customer lifeme value drops and it will put strain in market and because of that you will start losing sale. Customer will socialize the truth and will tell everyone about their experience. Because of Bad reputaon loyal employees can also leave and there will be no new employees. Also decrement in prot will eect salary of employees because of this reason also one can leave. Many people check rangs and customer reviews before vising restaurant or hotel if there are negave reviews or low rangs it will eect on reputaon and because of this revenue and prot will be eected of business. If the quality of food is not good or not hygienic it can cancel the license of food corporaon and also it will eect the goodwill and fame of restaurant
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354
V1.0 December 2018
1009 Ipswich Road, Moorooka, QLD 4105
45
NEW YORK COLLEGE
3. You are the the General General Manager Manager of the Cape Cape Lighthous Lighthouse e and the experie experience nce of Mr and M Mrs rs Jones Jones has come to to your aenon. You are determined to make contact with the customer to aempt to resolve the issue and achieve a posive outcome. Dra a leer which clearly outlines the steps you will undertake to contact Mr and Mrs Jones and how you will try to solve the issues. (This could be used as guidance ffor or a telephone conversaon for contact).
Response (Customer address) (date) (your address) Dear (Mr and Mrs Jones) I am sorry about the bad service and promise that this will not happen again. The experience of your experience came to my attention. I am very sorry sorry for what happened. It was unacceptable and will never happen again. I was informed that you already had booking but still you have to wait to for long time. And you were attended by drunk waiter and also there was delay in service. I assure you that this will never happen again we will do interrogation of waiters and other sta members m embers and will terminate those who are not capable for our company and who are eecting the reputation of our company. We do our best to train each of our representatives on how to properly handle our customers’ issues, including how to escalate problems that they are unable to assist with. Your concern was not handled properly, and we are going to take steps to ensure that this situation does not repeat itself. Again, I am very sorry for the inconvenience. Please contact customer support for any further concern you might have. Yours sincerely, (your name) (position) (name of the organisation)
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354
V1.0 December 2018
1009 Ipswich Road, Moorooka, QLD 4105
46
NEW YORK COLLEGE
4. Considerin Considering g Mr and Mrs Jones’ Jones’ recent recent experience, experience, it is importan importantt to assess if there there are recurring recurring issues issues with customer service at the Cape Lighthouse. How will you determine if this is a one-o issue or if there are persistent problems? Outline your approach.
Response The problem that was faced by Mr and Mrs jones at cape lighthouse, aer this issue we have to make sure that it won’t recur again. For that we need to know that it is one o problem or connual problem for this we can take feedback from current customers or from social media. There is one more beer opon for determining New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354
V1.0 December 2018
1009 Ipswich Road, Moorooka, QLD 4105
47
NEW YORK COLLEGE this issue we can go or send someone in person to know if that problem and behaviour is sorted or that issue remains same if in case that issue sll connues then strict acon should be taken against them. But also with that there will more damage to image and reputaon of restaurant and that can cause decrement in prot and revenue.
5. You are required required to develop develop a policy policy and procedures procedures for for each of the following following problem problem areas areas which were were evident: a. Bookings New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354
V1.0 December 2018
48
1009 Ipswich Road, Moorooka, QLD 4105
NEW YORK COLLEGE b. Sta Sta Prese Presenta ntaon on / Gr Gree eeng ng / Hos Hosng ng c.
Reporng Reporng requirem requirements ents / sta sta hierarchy hierarchy (General (General Respons Responsibili ibilies es and wh who o is to be contacted contacted in case case of an issue – if your industry sector varies [events, cookery, tourism, accommodaon] you may use the hierarchy which is commonly relevant to that industry sector)
d. Customer Customer Service Service Pr Procedu ocedures res for Service Service (Orders, (Orders, meline melines, s, ae aendanc ndance) e) e. De Deal alin ing g wit with h comp compla lain ints ts
Each policy needs to include: o
The policy name
o
The aim or purpose
o
The details of what is included
o
The procedures included to achieve the purpose
o
What are the requirements to train sta to be able to perform the procedures?
o
How will this policy and its eecveness be monitored and evaluated?
o
To whom will this policy be made available? How?
(a)Booking Booking policy is very helpful for customers if they already have an reservaon they don’t have to wait for table at restaurant but reservaon should be done either on phone or by email. Customer should give state name. state name and number of guests, date requested and especially your phone number. Last minute Reservaon should be done less than 2 hours prior to the arrival me. If any case aer reservaon also there is no booking then customer should concern manager if there is any misconcepon and should oer free drinks or free desert for the inconvenience caused to customer. (b) Sta Presentaon / Greeng / Hosng This is the rst step to give good impression to customers. The moment customer arrives or comes in contact with you for the rst me acknowledge guest, greeng and smile. Greet guest by using there name, oer service within a 3 minute period. Dress professionally and be well groomed and hygienic. (c) Reporng requirements / sta hierarchy (General Responsibilies and who is to be contacted in case of an issue – if your industry sector varies [events, cookery, tourism, accommodaon] you may use the hierarchy which is commonly relevant to that industry sector) In case of an issue a customer should contact manager or CRM of that place. It is the duty of sta to apologize for the mistake done and try to solve that issue instead of arguing. (d)Customer Service Procedures for Service S ervice (Orders, melines, aendance) This is prey much a turning point in your relaonship with the customer. It can be very hard to win customers back once they get beyond this point. You should, therefore, avoid disappoinng them at the beginning. Make sure you always have an adequate number of sta members on call so your customers never have to feel like they waited too long. If they order a meal that takes a lile longer than usual to cook, tell them about it in advance. Be honest and sincere. New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354
V1.0 December 2018
1009 Ipswich Road, Moorooka, QLD 4105
49
NEW YORK COLLEGE (e) Dealing with complaints When your customer complains, the employee should listen to him and not interrupt. Take responsibility for whatever has gone wrong. Always stay calm. Empathize with the customer.
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354
V1.0 December 2018
50
1009 Ipswich Road, Moorooka, QLD 4105
NEW YORK COLLEGE this is a one-o issue or if there are persistent problems
Assessment Cover Sheet ASSESSMENT 3: OBSERVATIONS Student Name Student I.D. Number Uni nitt(s) of Co Com mpe pete ten ncy and Co Cod de( e(ss)
SIT ITXC XCC CS0 S008 08 Dev evel elop op and man anag age e qua quali lity ty cust stom omer er se serv rvic ice e pracces
Trainer/Assessor
OBSERVATIONS
Assessment Task Date of Assessment
Assessment Outcome
Sasfactory Not Sasfactory Not Assessed
Comments /Feedback
Statement of Authencity I acknowledge that I understand the requirements to complete the assessment tasks The assessment process including the provisions for re-subming and academic appeals were explained to me and I understand these processes I understand the consequences of plagiarism and conrm that this is my own work and I have acknowledged or referenced all sources of informaon I have used for the purpose of this assessment I have made a photocopy or electronic copy or photograph of my assessment task, which I can produce if the original is lost.
Student Signature:
Date:
/
/201
I declare that I have conducted a fair, valid, reliable and exible assessment with this student, and I have provided appropriate feedback. I also declare that I have undertaken the indicated assessment integrity checks.
Assessor Signature:
Date:
/
/201
=================================TEAR HERE ================================== RECEIPT OF LODGEMENT Student Name Unit: Trainer Name
SITXCCS008 Develop and manage quality customer service pracces
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354
Student ID Ass sse ess ssm ment
OBSE OB SERV RVAT ATIO IONS NS Date submitted:
V1.0 December 2018
51
1009 Ipswich Road, Moorooka, QLD 4105
NEW YORK COLLEGE Received by:
Signature:
Date received:
This page is intenonally le blank
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354
V1.0 December 2018
1009 Ipswich Road, Moorooka, QLD 4105
52
NEW YORK COLLEGE
Assessment Method You will be observed over four service periods, how you: A. Implement Implement developed developed policies policies and procedures procedures B. Commu Communica nicate te requ require iremen ments ts with with sta sta C. Monitor Monitor service service provision provisionss and manag manage e these these e ecie ciently ntly D. Evaluate Evaluate each service service instance instance and and incorporate incorporate feedback feedback int into o the next instance instance..
You are required to write a brief summary for each service instance, clearly outlining: 1. What What work worked ed well well 2. What What ne need edss impr improv ovem emen entt 3. How you have have evalua evaluated ted each each policy policy you have have iimple mplemente mented d 4. How was was sta sta in invol volved ved for for the the purpos purpose e of evalu evaluao aon n 5. How you will will implement implement each each idened idened change change require required d into the followin following g service service instance. instance. Provide each summary to your trainer prior to each service instance. Your implementaon of procedures and requirements you have idened in each instance will be part of the assessment of your performance.
Submission instrucons Ensure that you complete the assessment cover sheet and sign the declaraon secon. The assessment task is due on the date specied by your assessor.
Assessment condions Skills must be demonstrated in an operaonal business environment for which tailored customer service pracces are required. This can be:
an industry workplace
a simulated industry environment.
Assessment must ensure access to:
current plain English regulatory documents distributed by government consumer protecon regulators
codes of pracce and standards for customer c ustomer service issued by industry groups
sources of informaon on customer needs, complaints and feedback
customer surveys and feedback collecon tools and templates team members with whom the individual can interact; these can be:
sta in an industry workplace during the assessment process; or
individuals who parcipate in role plays or simulated acvies, set up for the purpose of assessment, in a simulated industry environment operated within a training organisaon.
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354
V1.0 December 2018
1009 Ipswich Road, Moorooka, QLD 4105
53
NEW YORK COLLEGE 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: research and develop customer service policies and procedures for at least three dierent areas of the business that meet industry standards implement and monitor pracces for quality customer service in line with above policies and procedures over four service periods evaluate pracces for quality service provision and idenfy any failings review policies and procedures, adjust as necessary, and communicate any new pracces to sta. Resource Requirements
Refer to the Assessment condions aached to the Futura Group Mapping Document D ocument located in the teacher support tools folder or the “Assessment Condions” for this unit in the SIT 1.0 Training Package.
For this assessment a full set of organisaonal policies and procedures relevant for the customer service charter must be provided to the student. The Policies developed in Assessment 2, Case study and Policies must be implemented during the observaons during Instances 1-4.
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au Phone: + 61 07 3848 4354
V1.0 December 2018
54
1009 Ipswich Road, Moorooka, QLD 4105
NEW YORK COLLEGE Assessment 3 Observaons You will be observed over four service periods, how you: A. Implement Implement developed developed policies policies and procedures procedures B. Commu Communica nicate te requ require iremen ments ts with with sta sta C. Monitor Monitor service service provision provisionss and manag manage e these these e ecie ciently ntly D. Evaluate Evaluate each service service instance instance and and incorporate incorporate feedback feedback int into o the next instance instance..
You are required to write a brief summary for each service instance, clearly outlining: 1. What What work worked ed well well 2. What What ne need edss impr improv ovem emen entt 3. How you have have evalua evaluated ted each each policy policy you have have iimple mplemente mented d 4. How was was sta sta in invol volved ved for for the the purpos purpose e of evalu evaluao aon n 5. How you will will implement implement each each idened idened change change require required d into the followin following g service service instance. instance.
Provide each summary to your trainer prior to each service instance. Your implementaon of procedures and requirements you have idened in each instance will be part of the assessment of your performance.
Details of the nature of the major tasks for each service period should be provided in the table below.
Instance
Date
Duraon from ... to...
Service Period 1:
Evaluaon summary completed
□ Yes □ No
Details:
Policies and procedures implemented and followed:
Instance
Date
Duraon from ... to...
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J Website: www.newyorkcollege.edu.au Phone: + 61 07 3848 4354
Evaluaon summary V1.0 December 2018
Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au
Phone:
61 07 3848 4354
55
1009 Ipswich Road, Moorooka, QLD 4105
NEW YORK COLLEGE completed Service Period 2:
□ Yes □ No
Details:
Policies and procedures implemented and followed:
Instance
Date
Duraon from ... to...
Service Period 3:
Evaluaon summary completed
□ Yes □ No
Details:
Policies and procedures implemented and followed:
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J
V1.0 December 2018
Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au
Phone: + 61 07 3848 4354
56
1009 Ipswich Road, Moorooka, QLD 4105
NEW YORK COLLEGE
Instance
Date
Duraon from ... to...
Service Period 4:
Evaluaon summary completed
□ Yes □ No
Details:
Policies and procedures implemented and followed:
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J
V1.0 December 2018
Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au
Phone: + 61 07 3848 4354
57
1009 Ipswich Road, Moorooka, QLD 4105
NEW YORK COLLEGE Criteria SITXCCS008 Develop and manage quality customer service pracces
1.Instance
S
2.Instance
NYS
S
3.Instance
NYS
S
4. Instance NYS
Explaining Policies and Procedures
Policies are communicated with all sta The specic requirements outlined in each policy are explained according to procedural steps The reporng provisions are established The locaon and access to each policy is clearly explained Queries from sta are idened and answered suciently. Specic training needs have been established and agreed on. Observaon of service instance The customer is priorised over any work dues undertaken The customer is greeted in a friendly, professional manner Eye contact or body language from customer to signal assistance is required is recognised by student Rapport is established with the customer Acve listening is used to idenfy customer’s needs Acve quesoning is used to clarify or verify customer enquiries Where a call is received, the phone is answered to organisaonall procedures – guideline of maximum 3 organisaona rings Where a communicaon medium using voice is used, the student speaks in a polite, friendly manner Where a wrien communicaon takes place, the greeng and format of correspondence is correct and appropriate for the purpose All external correspondence is followed up within organisaonall meframes organisaona External enquiries including quotes or orders are responded to by using a communicaon medium as specied by the organisaon (for example email/ in wring) Products are demonstrated and explained Products matching suitability are emphasised Where relevant, opons are oered The body language/ signals of the customer are considered Opportunies for suggesve or up-selling are used appropriately The service is provided in a me ecient manner Operaonal issues are idened promptly and acted upon: Example:__________________ The service level provided was of professional standard Student uniform is clean and neat to industry standards Personal presentaon is neat and professional Personal hygiene is clean and neat Special needs are provided for as relevant: Organisaonal policies and procedures are followed Organisaonal Disputes are recognised promptly Where disputes become dicult, the student proNew York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J
V1.0 December 2018
S
NYS
Website: www.newyorkcollege.edu.au www.newyorkcollege.edu.au
Phone: + 61 07 3848 4354
58
1009 Ipswich Road, Moorooka, QLD 4105
NEW YORK COLLEGE acvely assists “sta” to handle these. Underperformances of sta or service issues have been correctly idened by the student Underperformances have been addressed with further training:
Monitor and adjust customer service Monitors service proacvely Pro-acvely seeks feedback on service provided from customers Feedback from customers is recorded and communicated with supervisors/colleagues as relevant Provides a summary which clearly outlines any shoralls Provides strategies to overcome service issues Suggested strategies and measures for implementaon are discussed with all sta prior to each service period The suggested strategies are implemented The suggested strategies are monitored and adjusted to support sta.
This assessment:
First Aempt
RESULT OF ASSESSMENT
Instance 1 Instance 2 Instance 3 Instance 4
2nd Aempt
Sasfactory Sasfactory Sasfactory Sasfactory
Extension
– Date: –
/
/
Not Yet Sasfactory Not Yet Sasfactory Not Yet Sasfactory Not Yet Sasfactory
Feedback to Student:
Assessor(s) Signature(s):
Date:
/
/
Student Signature
Date:
/
/
New York College Pty Ltd trading as New York College ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J
V1.0 December 2018
View more...
Comments
