SITXCCS008 Develop and manage quality customer service practices

TASK a – multiple choice

Instructions:

· Each multiple-choice question has four responses

· You are to answer all questions

· There is only one right answer

What’s the easiest way to obtain information about a customer’s needs, expectations and satisfaction levels?

Observe their body language	☐
Ask them. correct	ü
Do formal research	☐
Give them a questionnaire or survey	☐

Who should you get feedback about products and services from?

Colleagues	☐
External customers	☐
Your manager	☐
Staff and customers. correct	ü

Why should you review changes in internal and external environments?

So you can ensure internal and external customers are satisfied	☐
So you can demonstrate your management skills to your employer	☐
So you can integrate your findings into planning for quality service. correct	ü
So you can adjust temperature controls and ensure everyone is comfortable	☐

Should staff participate in the development of customer service practices?

Yes. Staff are more engaged, enthusiastic, loyal and productive when involved in decision making. C	ü
No. Giving staff the opportunity to develop customer service practices would only make the process more difficult and time-consuming.	☐
Yes. Staff need breaks from the normal routine of their jobs.	☐
No. Staff don’t usually have the capacity or knowledge to be helpful in developing customer service practices.	☐

What is the process of researching the policies and practices of other companies to help set standards of practice in your own company known as?

Continuous improvement	☐
Quality systems	☐
Benchmarking Correct	ü
Quality assurance	☐

What does the development of good policies and procedures help ensure? Choose the best answer.

That staff know how to assemble, disassemble and clean equipment	☐
That staff provide quality service according to organisational standards and the law Correct	ü
That staff understand presentation standards for customer service personnel	☐
That staff do as management asks them	☐

Which of the following options is an effective way of communicating policies and procedures to employees?

Training and coaching sessions, the company intranet, emails and meetings. Correct	ü
Meetings, seminars, SharePoint and staffroom bulletin board.	☐
Emails, meetings and training and coaching sessions.	☐
Word-of-mouth or informal communication.	☐

What policies should be made available to customers?

Dress codes, cancellation policies, taxes, surcharges and payment policies. Correct	ü
Cleaning procedures, customer complaint policies and payment policies.	☐
Uniform dress codes and standard operating procedures.	☐
Codes of conduct, taxes and HACCP standards.	☐

Where should you keep your organisation’s policies?

In a folder locked safely in a centrally located cabinet.	☐
On the wall in the staff tearoom.	☐
In a manual on your office bookshelf.	☐
In a place where they’re visible and readily available to staff and customers. Correct	ü

Why should you monitor customer service?

To ensure standards are met. Correct	ü
To reduce staff theft and shoplifting	☐
To ensure customers are satisfied	☐
To meet your KPIs	☐

What’s the purpose of initiating internal or external staff training?

To please internal customers and raise your profile in the company	☐
To raise workers’ awareness of their performance gaps	☐
To close up performance gaps and enhance customer service. Correct	ü
To reduce absenteeism and increase workers’ interest in their work	☐

Who is responsible for service outcomes and dispute resolution?

You. Correct	ü
Your staff	☐
Your manager	☐
Your customers	☐

What standards are you required to role-model at work? Choose the best answer.

Organisational personal presentation standards	☐
Professional standards expected of service industry personnel. Correct	ü
Product, service and performance standards	☐
All the standards presented in this course	☐

Why should you seek and evaluate ongoing feedback from staff and customers?

So you can decide which staff to promote.	☐
So you can find out which staff to reprimand.	☐
So you can use it to implement quality service and improve performance. Correct	ü
You don’t need to seek feedback from staff and customers.	☐

What should you do if you identify systemic customer service problems?

Determine which staff members are responsible and discipline them	☐
Report them to your manager according to organisational policies and procedures	☐
Adjust policies and procedures to resolve them and improve service quality. Correct	ü
Ring the customer to apologise and offer compensation according to your empowerment	☐

How do you assess the effectiveness of customer service practices?

Review progress against your goals using key performance indicators (KPIs). Correct	ü
Review progress against your goals using key performance areas (KPAs).	☐
Monitor and review staff performance.	☐
Review changes in internal and external environments and your responses to them.	☐

What are two ways you can evaluate the results of surveys to improve customer service practices?

Using customer perceived value (CPV) and voice of customer (VOC) strategies.	☐
Using Likert scales and International Organization for Standardization (ISO) criteria.	☐
Implementing quality assurance and continuous improvement approaches.	☐
Analysing performance matrices and customer satisfaction indices. Correct	ü

One way to improve service quality is through small, inexpensive, incremental adjustments to policies and procedures. What is the name of this approach?

Quality assurance approach.	☐
Continuous improvement approach. Correct	ü
Consumer protection approach.	☐
SMART approach.	☐

Once you’ve developed or improved upon a policy, standard or procedure, what should you do next?

Implement it as soon as possible.	☐
Document it and place it in the appropriate folder in your computer system.	☐
Instruct your team to pass the information on to other staff members.	☐
Document it and communicate it to all those involved in service delivery. Correct	ü

According to Australian Consumer Law what does a hospitality business need to disclose about cancellation fees?

Advise the customer in advance of a cancellation fee, the cost and the circumstances it is charged.	ü
Advise the customer before accepting payment about the cancellation fee and its cost.	☐
Advise the customer in writing about the cancellation fee and cost before the service is provided.	☐
You do not need to disclose any information about cancellation fees.	☐

Which of these are hospitality industry schemes that hospitality businesses can participate in?

Accredited Visitor Centre, Australian Tourism Accreditation Program, Eco-Friendly STAR accreditation. Correct	ü
Restaurant rating system, Earth Check and restaurant rating system.	☐
Hospitality Industry Awards, Michelin Guide, restaurant rating system.	☐
Australian Tourism Accreditation Program, star accommodation rating system and restaurant star rating system.	☐

Which of these areas should customer service policies and procedures cover?

Acknowledging and greeting customers, complaints and dispute management and presentation standards. Correct	ü
Acknowledging and greeting customers, research and development, and cancellation fees.	☐
How customer service procedures will be monitored and quality service provision.	☐
Details of expected level of customer service and communication standards.	☐

TASK B – Short answer

Instructions:

· You are to answer all questions.

· Read each question carefully.

· Ensure you have provided all required information.

SECTION 1: develop quality customer service practices:

Q1: List five (5) principles or characteristics of quality management.

1. Benchmarking

2. Quality standards

3. Team work

4. Empowerment

5. Customer feedback

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Q2: List four (4) types of external customers.

1. Individuals

2. Suppliers and retailers

3. Groups

4. Agents

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Q3: List four (4) types of internal customers.

1. Colleagues

2. Managers

3. Team members

4. Staff from other departments

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Q4: Why should you take the initiative to obtain information on customer needs and expectations?

It is the first step to planning what customers’ needs

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Q5: List three (3) formal and three informal ways to get information on customers’ needs and expectations.

1. Ask questions to customers

2. Regular staff meeting

3. Customer survey

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Q6: How you could obtain formal feedback from customers to research their satisfaction levels.

Customer survey and customer value

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Q7: What information do companies want to know about when conducting formal customer feedback?

Customer preferences, customer profile and analysis of logs and records

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Q8: Identify two (2) ways you could provide opportunities for staff to give you feedback on products and services.

1. General discussions

2. Meetings

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Q9: State three (3) changes in the internal environment which could impact your quality service planning.

1. Management changes

2. Organisational restructures

3. Recruitment practices

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Q10: State two (2) changes in the external environment which could impact your quality service planning.

1. Changes in the competitive environment

2. Economic climate

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Q11: List some policies and procedures that are created to ensure quality customer service provision.

Presentation standards, customer policies, customers’ complaints and disbuse procedure and communications

I think you meant “Disputes” not “Disbuse”, Please check your spelling before submitting.

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Q12: Describe how you can protect your plans to ensure customer service outcomes.

Negative potential outcomes, information, good teamwork, good resources

You have not put enough content in your answer. You need to “Describe” not use “Dot Points”

Ensure the staff have the resources, including adequate facilities, equipment, materials, etc.

Make sure there are adequate numbers of trained staff, well-designed workspace, sufficient time and funds, and backup plans.

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Q13: List two (2) professional service standards hospitality staff must adhere to.

1. Customer service standard

2. Presentation and grooming

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Q14: What attitudes and attributes are expected by the service industry to work with customers?

Patient, teamwork, be compassionate, good communication

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Q15: Provide three (3) reasons you should involve staff in developing customer service practices.

1. Staff feel more engaged

2. Loyal

3. Productive .

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Q16: How staff can participate in developing customer service practices.

Analyse current practices, identify key points of customer contact, add value and improve customer service

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Q17: Discuss the similarities and differences between standards, policies and procedures.

Standards are defined by laws.

Policies are board guidelines and need to compline with the laws

Procedures are what must happen and how staff should perform.

You have defined the Similarities and not the differences. Please resubmit your answer.

Differences:

Standards are defined by law and relate to an industry benchmark or define an organization’s minimum acceptable level of performance.

Policies are broad guidelines to help staff handle everyday operational issues and ensure they follow codes of practices, regulations and laws. They outline what is acceptable or unacceptable by the organization’s standards and describe what must happen.

Procedures explain exactly how staff should perform tasks and duties so as to comply with policies and achieve a consistent end result.

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Q18: List the steps involved in developing policies and procedures.

Get senior management support

Plan and consult

Research and define

Write the policy

Write the procedure

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Q19: Write a procedure for a customer service duty you commonly perform in your work or training environment.

Always greeting, acknowledge and say goodbye to customers

Time frame

Assist customers as soon as they arrive, always smile to them as a warm welcome and eyes contact

Always handle the complaints

Handling money, refund and return policy

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Q20: Provide a brief description of consumer protection laws in these categories and an organisation’s responsibilities under it for the following.

Category	Consumer protection law procedures
Cancellation fees	Must tell customers in advance, how much does it cost
Description of goods/services	Must be accurate and always description on the label
Price of products and services	Must be accurate
Refunds	Must tell customers in advance and they aware of it, if the consumers know there isn’t a refund so they aren’t entitle to refund.

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Q21: Describe what is meant by total quality management (TQM).

A management philosophy driven by customer needs and expectations.

This is incorrect and please explain in 2 or 3 lines before resubmitting

Quality management, sometimes referred to as Total Quality Management (TQM), is a management philosophy driven by customer needs and expectations and is a way of life for organization as whole, in which all our people are committed to customer satisfaction.

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SECTION 2: Manage the delivery of quality service

Q22: Which people in the workplace should you communicate policies, procedures and expectations to?

All internal staff

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Q23: Identify five (5) ways to communicate policies and procedures to staff.

1. Distribute hard copies

2. Send in emails

3. Conduct staff information sessions

4. Organize information coaching. This “Informal Coaching” Please check spelling before submitting.

5. Formal staff training sessions

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Q24: State two (2) ways you can check that colleagues understand policies and procedures.

1. Physical demonstration

2. Role-play

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Q25: List five (5) places you can keep policies so they’re readily available to both staff and customers.

1. Website

2. Booking form

3. Handbook

4. Central location

5. Common staff area

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Q26: What are the roles and responsibilities of management, supervisors and other employees in the monitoring and provision of quality customer service?

Managers:	Monitor, measure and evaluate employee progress in all areas
Supervisors:	Monitor, investigate and need to keep the manager inform
Employees:	Monitor other employees performance and notify them and provide feedback to supervisors or manager.

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Q27: Write two (2) open questions you could use to start a conversation with a colleague about customer service problems or training needs.

1. How do you feel about the new training system?

2. What do you think about the new equipment?

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Q28: List four (4) types of internal or external staff training you could initiate to enhance customer service.

1. Attending seminar

2. Attending conferences

3. Distance learning

4. University

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Q29: Your customer service team is concerned about a new colleague whose performance is not up to scratch. They say the trainee’s bad attitude is affecting customer service outcomes. Describe what you would do.

Talk to the trainee and guideline how to provide a better customer service and changing the attitude

Don’t blame other staff and take responsibility.

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Q30: State the steps you would take to resolve any team disputes that have arisen from the issues with customer service.

Discuss and define the problem, confirm the problem, brainstorm solutions, agree and take action, follow up on outcomes

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Q31: List four (4) attitudes and attributes you should model as a manager of service industry personnel.

1. Actively listening

2. Don’t argue

3. Show concern

4. Use appropriate body language

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Q32: Describe six (6) ways you can demonstrate responsibility and accountability.

1. Be respectful with your company principle

2. Understand your organization and team structure

3. Maintain your skills

4. Maintain your job description

5. Responsible to everyone

6. Follow environmentally sustainable working practices

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Q33: What is the purpose of an organisational structure chart?

To help you identify the various department and teams

Please provide more information in 2 or 3 lines then resubmit

To assist you in understanding everyone’s roles within the departments and teams

To ensure you understand your own position within the structures, so you know who reports to you and who you report to

To help you identify your own responsibilities and duties in relation to other members of the organization

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Q34: List six (6) policies you should make readily available to customers.

1. Refund policy

2. Cancellation policy

3. Dress code

4. Smoking policy

5. Public holiday surcharges

6. GST

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Q35: Identify six (6) industry schemes aimed at improving customer service (including but not limited to accreditation schemes).

1. Eco-friendly star accreditation

2. Australian tourism accreditation

3. Green power accreditation

4. Michelin star rating

5. Online ration systems. Please check spelling before submitting

6. HACCP

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SECTION 3: monitor and adjust customer service

Q36: Identify typical systemic customer service problems.

Incorrect pricing, Communication breakdowns, Supply a problem, procedure difficulty

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Q37: List five (5) ways you can prevent or resolve communication breakdowns.

1. Ensure you have communication procedure

2. Coaching staff actively listening

3. Make sure the info is true before sharing

4. Don’t be too informal

5. Always check your understanding

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Q38: Identify three (3) ways you can seek ongoing feedback from staff and customers.

1. Day to day discussion

2. Interviews

3. The voices of the customers

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Q39: List four (4) measurements you can use to assess and evaluate your effectiveness when it comes to business performance, customer satisfaction, staff performance, etc.

1. Surveying customers. increase profit

2. Checklist. Customer satisfaction index

3. Number of customer complaints. Organizational standards

4. KPI Number 4 measurement is correct. 1, 2 and 3 are incorrect please resubmit

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Q40: Identify four (4) more general methods of assessing and evaluating your effectiveness with regards to quality customer service.

1. Survey customer satisfaction

2. No of complaints

3. Revenue

4. Meeting budget

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Q41: Explain four (4) ways you can identify when you need to adjust standards, systems, policies and procedures.

1. Customer service issues identified

2. Changes made

3. Customer needs or expectations on longer met

4. Procedure no longer current or valid

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Q42: Define the ‘continuous improvement approach’ to making adjustments in the workplace.

Growth and continue improve the products and services

More information required. Please resubmit

A continuous improvement approach is a way for us to improve service quality by implementing small, inexpensive, incremental changes for the better, in which systems and procedures are always evolving.

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Q43: Who do you need to communicate new approaches to?

All the people involve in industry

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Q44: Provide three (3) tips for communicating new customer service approaches effectively.

1. Have a communication plan in place to ensure all staff are informed of any changes that influence them.

2. Have a list of all employee names. When procedural changes happen, the staff can sign to acknowledge that they have read and understood the changes.

3. Have a checkbox on the list, which can be stuck to and indicate the employees who have attended meetings or team briefings.

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Q45: Complete the CSI chart for your restaurant.

Item	Average importance scores	Weighting factor	Average satisfaction scores	Weighted score
	A	B	C
Taste	9	32.1%	8	2.57
Presentation	3	*10.7%*	7	*0.75*
Service	8	*28.6%*	5	*1.43*
Value for money	8	28.6%	8	2.29
Total	28
			CSI:	*70.40%*

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Q46: Look at the performance matrix. What is the systemic service problem that will need some attention?

	Importance to customer	Customer satisfaction
Knowledge of tour leader	8	3
Organisation of tour	6	8
Bus facilities	5	3
Value for money	8	8

Knowledge of tour leader

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Q47: List two (2) sources of information on current service trends in the hospitality industry that affect service delivery.

1. Exhibition

2. Seminar

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TASK C – project

Learner assessment guide and evidence

This assessment requires you to develop quality customer service practices, manage the delivery of quality service and monitor and adjust customer service.

You are required to do the following:

Read the project scope.
Complete all tasks.
Answer all the questions.

There are five tasks in this project:

Task 1: Develop customer service procedures
Task 2: Staff meeting agenda
Task 3: Question and answer
Task 4: Monitor customer service practices
Task 5: Question and answer

Task 1: Develop customer service procedures

You are to complete a research project using your workplace or a simulated environment. If you have a favourite restaurant, café or travel agency, etc., you regularly visit you may wish to invite them to participate in this task. If so, you are required to discuss this with your assessor and then obtain permission from the organisation before undertaking the task.

You are to provide information about the organisation and develop new customer service practices using the template provided.

You are required to complete these tasks.

Provide a brief outline of the organisation, the services it provides customers and its overall current business performance.
Outline the customer service evaluation processes used in the organisation.
List your customer’s needs and expectations.
Review any changes in your organisation’s internal or external environments and identify any trends or changes which may impact on current customer service practices.
Obtain information on customer needs and expectations using both formal and informal research.
Conduct research on customer satisfaction levels by creating a survey and getting customer feedback on products and services.
Calculate, interpret, and summarise the results of your customer satisfaction statistics.
From your research, identify any customer service practices that are ineffective and/or systemic customer service problems.
Identify any policies and procedures that need developing or adjusting as a result.
Develop customer service policies and procedures for three areas of the business.
Research industry standards and ensure your customer service procedures align with these.

Customer service procedures

1. Organisational details

Provide a brief outline of the organisation, the services it provides customers and its overall current business performance.

Banjos Bakery. It offers customers with food such as bread and beverages such as coffee.

Its overall current business performance is pretty good. Banjos is the top cafe in Hobart, which owns 40 stores in Tasmania, Victoria and Queensland with its continuous growth.

2. Customers’ needs and expectations

What type of customers does your business attract? What are their expectations?

The business attracts everyone including family members, tourists and local communities, etc.

They can probably expect to enjoy fresh baked bread, meals and snacks with perfectly made coffee, high end products and at the same time fast service. Even more, they can anticipate to enjoy the harmonious atmosphere of the business and relax themselves.

3. Customer service evaluation process

Explain current methods used to assess customer satisfaction levels and gain feedback.

An online assessing system

Consistent staff surveys

4. Changes in internal and external environments

Review any changes in your organisation’s internal or external environments. Identify any trends or changes which may impact on current customer service practices. List the changes that you have or may need to implement to cater for these changes. Name the sources of your information.

They compete against Baker’s Delight.

There can be management changes and technological changes.

Standards must be retained across all Banjos stores.

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5. Customer Survey

Create a customer survey for your organisation and gain customer feedback on the current products and services offered by your organisation. You can create your own or use the template provided.

Ask three customers to complete the paper based survey and submit these with this assessment.

CUSTOMER SURVEY
Needs improvement 1	Average 2	Good 3	Excellent 4
Customer 1
Responsiveness: How do you rate our responsiveness in dealing with customers?
			×
Professionalism: How do you rate our professionalism?
			×
Technical support: How do you rate our tech support of our engineers and their response time?
	×
Product quality: How do you rate our products and do they meet your needs and expectations?
		×
Delivery: How do you rate our delivery time?
		×
Services: How do you rate our services?
			×
Overall satisfaction: How do you rate our overall satisfaction?
		×
Other comments: Technical issues need resolving quicker, such as the problem of the light on the table. It occasionally affects customers’ mood if the facilities go wrong and are not fixed immediately while having a meal.
Customer 2
Responsiveness: How do you rate our responsiveness in dealing with customers?
		×
Professionalism: How do you rate our professionalism?
			×
Technical support: How do you rate our tech support of our engineers and their response time?
			×
Product quality: How do you rate our products and do they meet your needs and expectations?
			×
Delivery: How do you rate our delivery time?
		×
Services: How do you rate our services?
			×
Overall satisfaction: How do you rate our overall satisfaction?
		×
Other comments: Responsiveness must be improved since the waiters and waitresses seem to be not quite responsive in dealing with clients’ needs. Perhaps it is due to too many customers simultaneously. Thus, it should recruit more staff then.
Customer 3
Responsiveness: How do you rate our responsiveness in dealing with customers?
			×
Professionalism: How do you rate our professionalism?
			×
Technical support: How do you rate our tech support of our engineers and their response time?
			×
Product quality: How do you rate our products and do they meet your needs and expectations?
			×
Delivery: How do you rate our delivery time?
			×
Services: How do you rate our services?
		×
Overall satisfaction: How do you rate our overall satisfaction?
			×
Other comments: No

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6. Customer feedback

Summarise the customer feedback you received (from the three customer surveys and other feedback your organisation collects.) Make recommendations based on this feedback.

Responsiveness is good with yet occasional slowness, which might be on account of way too many clients at a time.

Professionalism and product quality are generally good.

Technical issue related response needs improving.

Overall satisfactions and delivery time are good or excellent.

To sum up, staff need to be better trained and more personnel are required.

7. Develop customer service policies/procedures

Research and develop customer service policies and procedures for at least three (3) different areas of your organisation/business or areas of customer service, for example, presentation and grooming or customer complaints. These must meet industry standards. Research industry standards and ensure your customer service procedures align with these.

This may include policies and procedures that need developing or adjusting as a result of customer feedback. You can create your own or use the templates provided.

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Customer service policy – Business area one

Area of focus: Greeting, farewelling and acknowledging customers

Purpose:

Outline the purpose of the policy/procedure.

Inform them of product knowledge.

Provide customers with quality products and services including fresh and tasty food and beverages.

Make clients feel valued.

Get feedback and make improvement on the products and services offered.

Standards:

Outline the standards that employees must adhere do.

Smiling, greeting and acknowledging customers.

Respond quickly in service delivery.

Be gentle, honest and friendly with an appropriate tone, volume and voice

Make direct eye contacts

Have patience and empathy.

Procedure:

Outline the specific procedures they should follow.

Paraphrasing in communications

Ask open questions

Develop a direct relationship with customers

Listen to their requests

Offer them other suggestions

Monitoring/feedback:

Outline how you will get feedback from customers about this procedure, or how it will be monitored.

It will be monitored by a lack of complaints, quick services, sales, some surveys and questionnaires and customers’ reviews, etc.

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Customer service policy – Business area two

Area of focus: Customer complaints

Purpose:

Outline the purpose of the policy/procedure.

To tackle complaints rapidly and return to clients as soon as possible

Standards:

Outline the standards that employees must adhere do.

Identify and be clearly aware of specific steps and procedures

Discuss and address complaints

Inform clients of outcomes

Procedure:

Outline the specific procedures they should follow.

Write procedures

Record and discuss so as to find out a potential solution

Respond swiftly within a proper period of time

Follow up on the outcomes

Make recommendations to the higher agency

Monitoring/feedback:

Outline how you will get feedback from customers about this procedure, or how it will be monitored.

It will be monitored by improvements on your business.

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Customer service policy – Business area three

Area of focus: Presentation and grooming standards

Purpose:

Outline the purpose of the policy/procedure.

To comply with food safety legislation

To make sure all employees get the importance of presentation and grooming criteria

Standards:

Outline the standards that employees must adhere do.

They must adhere to grooming and uniform policy. And employees should be well aware of employer’s expectation. Furthermore, they ought to meet the hygiene standards.

Procedure:

Outline the specific procedures they should follow.

First and foremost, uniforms must be washed and cleaned for each shift.

Subsequently, fingernails are supposed to be short and clean with no nail polish.

Also, no jewels are allowed.

Monitoring/feedback:

Outline how you will get feedback from customers about this procedure, or how it will be monitored.

It can be monitored for all employees by being encouraged to attend grooming standards. This may in turn be reported to make improvements.

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Task 2: Staff meeting agenda

Question and Answer

Using the template provided, your own template or one from your organisation create a meeting agenda for a staff meeting about the three new customer service policies/procedures you have created in Task 1: Develop customer service procedures.
In your meeting you are to outline the three new customer service policies/procedures that you created in Task 1.
The meeting agenda must address the following.

Time/date.
Who is required to attend, e.g., wait staff, bar attendants, customer service staff.
Outline and explain all three customer service policies/procedures.
Include information about the purpose, standards, and customer service procedures and how monitoring and collection of feedback will occur.
Ask for employee feedback on each of the three new standards and procedures.
Identify ways for each new policy/procedure to be monitored.
Discuss how the new policies and procedures will be made available to customers.
Allow for questions: Do employees have any changes they would like to make? Any suggestions for improvements? Any issues?

MEETING AGENDA
Meeting information
According to the presentation policies and standards, everyone is required to attend the meeting and be prepared information before the meeting as we will brainstorm ideas from everyone. We will need strategy to improve our customer services and how to provide the most satisfaction to customers More information required
Preparation for meeting
Date Time, e.g. 9:00 am Specific location for meeting (meeting room) Correct
Agenda items
Grooming standards, greeting customers, Dealing with customers’ complaints, presentation standards
Action items/outcomes from meeting
Participation of all staff Improvements on new policies

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Task 3: Question and answer

Q1: What is the most appropriate way to communicate customer service policies, procedures and expectations to staff in your workplace?

Training and coaching

Role plays

Satisfactory ü Unsatisfactory ☐

Q2: How will the new customer service policies/procedures be made available to your customers?

Official websites

Booking forms

Satisfactory ü Unsatisfactory ☐

Q3: How will the new customer service policies/procedures be made available to your staff?

Handbooks, booklets, manuals or brochures

Hard copies

Emails

Satisfactory ü Unsatisfactory ☐

Task 4: Monitor customer service practices

Create a checklist that you can use to monitor customer service in the workplace or training environment, and to ensure the new customer service procedures you developed and implemented in Tasks 1 and 2 are being followed, along with any other customer service standards in your organisation. You can create your own checklist or use the template provided.

Once you have created your checklist:

Print four copies of your completed checklist.
Monitor one (1) of your staff members using the customer service checklist over four (4) different service periods.
Scan/photograph all four (4) completed Monitoring customer service checklists, name and save them.
Submit all four completed customer service checklists to your assessor.

MONITORING CUSTOMER SERVICE CHECKLIST

Customer service checklist	Yes	No
· Professionalism	ü	☐
· Grooming and presentation standards	ü	☐
· Delivery time	ü	☐
· Communication skills	☐	☒
· Quality of services	ü	☐
· Complaints handling skills	☐	☒
· Problem solving skills	☐	☒
· Training and coaching	☐	☒
· Qualification	ü	☐
Feedback: More communication is needed and communication skills must be improved. Skills for coping with complaints and resolving problems are expected to be improved. Training and coaching for staff should be strengthened. Always check grammar before submitting

Satisfactory ü Unsatisfactory ☐

Task 5: Question and answer

Evaluate the team member you monitored over the four (4) different service periods in Task 4: Monitor customer service practices.

Q1: Were there any customer service areas in which the staff member had issues?

Yes, there were. The areas included issues like poor communication, lack of training and coaching, shortage of problem solving skills and deficiency of complaint handling skills.

Satisfactory ü Unsatisfactory ☐

Q2: What customer service skills gaps does the staff member have?

They might gaps in some aspects such as complaints and disputes, communication, problems solving, coaching and training.

Satisfactory ü Unsatisfactory ☐

Q3: Identify areas of improvement for the staff member’s customer service skills.

Skills for communication, dealing with complaints, problem solving and training

Satisfactory ü Unsatisfactory ☐

Q4: What training would you provide to the staff member to improve their customer service performance?

Giving presentations about professional customer service performance, coaching in real-life circumstances, role plays, providing theoretical knowledge from paper-based or Internet-based materials for them to learn, etc.

Satisfactory ü Unsatisfactory ☐

Q5: After monitoring staff members, you decide to make a small change to the response time required to acknowledge and greet customers, from two minutes to as soon as they reach the counter. You would like to implement the change before the next shift.

How do you document and communicate this new customer service procedure?

I can hold a staff conference and discuss about this new procedure.

More information needed before resubmitting The question says how would you “Document”

Send out an email to inform all staff in department and everyone need to be ready before start the next shift.

I will make note and post it in staff room and record in my files

Satisfactory ü Unsatisfactory ☒

Q6: How do you identify customer service performance gaps so you know when you need to initiate training?

I can identify customer service performance gaps by means of KPI, monitoring, complaints and log books.

Satisfactory ü Unsatisfactory ☐

Q7: How do you seek ongoing feedback from your colleagues and customers about how the new practices are going?

The ongoing feedback from my colleagues and customers could be sought through surveys, questionnaires, interviews and meetings.

Satisfactory ü Unsatisfactory ☐

Q8: How will you evaluate the feedback you gather?

I will evaluate the feedback by data, by sales and by checking the complaints.

Satisfactory ü Unsatisfactory ☐

Assessor checklist

To be completed by the assessor.

Learner’s name:

Phatraphan Krongchon

Did the learner successfully demonstrate evidence of their ability to do the following?	Completed
	Yes	No
Obtained information on customer needs, expectations and satisfaction levels.	ü	☐
Provided opportunities for customers and staff to give feedback on products and services.	ü	☐
Reviewed changes in internal and external environments and integrated findings into planning for quality service.	ü	☐
Developed policies and procedures for quality service provision.	ü	☐
Identified ways to communicate policies, procedures and expectations to staff.	ü	☐
Identified ways to make policies readily available to customers and staff.	ü	☐
Monitored customer service in the workplace to ensure standards are met.	ü	☐
Assessed the effectiveness of customer service practices.	ü	☐
Identified systemic customer service problems and adjusted policies and procedures to improve service quality.	☐	☒
Researched and developed customer service policies and procedures for at least three different areas of the business that meet industry standards.	ü	☐
Evaluated practices for quality service provision and identified any failings.	ü	☐

TASK D – ROLE-PLAY

Learner assessment guide and evidence

This assessment requires you to undertake a series of role-plays to demonstrate your ability to manage quality customer service policies and procedures.

You are required to do the following:

Role-plays are to be conducted in an actual or simulated workplace environment.
All participants must be briefed on their roles and the desired outcomes of the role-play prior to commencing the activity.
Role-plays can be recorded for further analysis and discussion with the consent of all participants.
Complete the role-play.
Answer all the questions.

Role-play 1 - Staff meeting

The following resources are required to complete the role-play.

A meeting room (or classroom used as a simulated meeting room)
Additional resources as required – chairs, tables, laptop, projector, screen, PowerPoint presentation, handouts.

Learner instructions

You are running a staff meeting on the three new customer service procedures you have created in Task 1 of Assessment C - Project.

Use the meeting agenda that you created in Task 2: Staff meeting agenda to communicate the new customer service procedures to staff.

You must have at least three (3) staff members (or students/colleagues in a simulated environment) attending the meeting. Your assessor will also attend the meeting. Organise a time and date with your attendees and your assessor.

Provide the meeting agenda to all attendees prior to the meeting.
Organise the time and date of the meeting.
Organise any additional resources you require for the meeting such as laptop, projector, PowerPoint presentation, chairs, handouts, etc.
In the meeting you must cover all the meeting agenda items.
Outline and explain all three (3) new customer service policies/procedures.
Include information about the purpose, standards, customer service procedures and how monitoring and collection of feedback will occur.
Ask for employee feedback on each of the three (3) new standards and procedures.
Identify ways for each new policy/procedure to be monitored.
Discuss how the new policies and procedures will be made available to customers.
Allow for questions: Do employees have any changes they would like to make? Any suggestions for improvements? Any issues?
During the role-play, you are required to demonstrate the following skills and knowledge.
Discuss customer service needs with staff.
Communicate any new practices to staff.
Use questioning and listening techniques to gain staff feedback.
Provide opportunities for staff to participate in development of customer service practices.
Complete the role-play.

Question and answer

Q1: What were the positives and negatives of the meeting?

Positives:

Identify and confirm where the problems precisely are

Discuss and verify potential solutions to the problems

Have an agreed action

Provide a effective and efficient platform for all staff to acquire knowledge, learn from each other, enhance their abilities and improve skills, and make improvements timely

Negatives:

Tend to be more theoretical, maybe without perfectly practical solutions

Occasionally time consuming without a final consensus

Possibly bureaucracy sometimes shown on the leaders of the meeting and it leads to an inefficient outcome

Satisfactory ü Unsatisfactory ☐

Q2: What would you improve the next time you communicate customer service procedures?

Put more emphasis on practical and feasible solutions and persist on implementing them

Set a time frame for the meeting, include major ideas into deliberation and integrate them into an agreed one

Show respect for all staff and distribute empowerment to all staff so that they will be feeling equal to voice out and negotiate

Satisfactory ü Unsatisfactory ☐

Q3: What suggestions did staff members have to improve the customer service procedures?

Above all, staff members must be well aware of the procedures, which can be accomplished by regularly reviewing official website, receiving regular newsletters by email on the updates about the procedures, providing handbooks, etc.

In addition, staff members can put up with suggestions about improvements, either online or paper-based.

Satisfactory ü Unsatisfactory ☐

Q4: Were these suggestions feasible? Why/why not?

They were feasible, because it is fairly effective to make use of materials that are available to staff members. In this way, staff will be able to know concrete procedures well and realize where exactly improvements can be made.

Satisfactory ü Unsatisfactory ☐

Role-play 2 – Customer Dispute

You are a restaurant manager in a five-star hotel restaurant. Your main responsibilities are managing the wait staff and front-of-house staff and ensuring customer satisfaction.

Organisational procedures for handling customer complaints are as follows.

Step 1: Apologise to the customer and identify what the problem is.
Step 2: Try to resolve the customer’s problem by rectifying their issue. Service staff have the authority to offer the following.
Modify orders to incorporate customer requests within reason (i.e., not requiring undue time and expense).
Replace food or beverages to the value of $100.
Offer alternative food or beverages to the value of $50 more than the original order.
Step 3: If unable to successfully resolve a customer’s problem, inform the supervisor or manager. Provide details of all the issues and offers made to the customer when attempting to resolve the issue.
Step 4: Manager/supervisor can resolve the complaint and is able to provide free food, beverages, vouchers or hotel credits and a formal written apology.
Step 5: If the issue is still unresolved with the customer, then the item is escalated to the hotel manager or an external body.

There are three (3) participants in this role-play:

The restaurant manager
The head waiter
The customer

Simulated environment resources

Desk to simulate front desk/counter
Bill

Learner instructions

It is lunchtime and you are talking with the chefs in the kitchen when you hear a loud angry voice at the front desk. It sounds like an irate customer. You then hear your head waiter also raising their voice. You quickly get to the front desk to try and resolve the issue.

During this role-play, you are required to demonstrate the following skills and knowledge.
Use questioning and listening techniques to determine the customer’s needs or concerns.
Use clear communication with the staff member.
Take responsibility for service outcomes and dispute resolution.
Recognise and resolve customer problems or delays and deficiencies in customer service.
Complete the role-play.

Question and answer

Q1: How would you assess the effectiveness of the customer service provided by the head waiter?

By asking and consulting the customer, from whom I can get direct feedback on the effectiveness of the customer service provided by the head waiter.

By surveying the other staff members, from whom I can learn directly whether the service is effective.

By checking work standards and workflow checklist to see if they are complied with accordingly by the headwaiter.

By observing the headwaiter’s performance and outcome of the service.

Satisfactory ü Unsatisfactory ☐

Q2: Was the dispute resolution process provided by the head waiter effective? Why/why not?

No, it was not, for an obvious reason that the head waiter were also raising their voice, which proved to be rather wrong in service delivery. In general, the head waiter did not follow the customer dispute resolutions policy in relation to their interactions with the customer

Satisfactory ü Unsatisfactory ☐

Q3: What changes would you make to customer service and dispute resolution procedures as a result of this incident?

Firstly, arrive at the scene as soon as possible to identify the problem with the client.

Meanwhile, have the headwaiter separated from the spot and communicate with the customer alone to minimize impact of the incidence, like going to my office and have a seat, saying that I am going to communicate with the headwaiter later on.

Then, apologize to the customer and try to calm the customer, e.g. offering alternative food or beverages.

Subsequently, make a full use of the communication with the customer to know about all that has happened and apologize again with special offers.

Lastly, talk to the headwaiter and make improvements on the procedures accordingly, such get the head waiter coached.

Satisfactory ü Unsatisfactory ☐

Q4: How do you act as a positive role model for professional standards expected of hospitality industry personnel?

Follow industry codes of conduct

Participate in industry accreditation schemes

Have a positive attitude

Be committed to continuous improvement

Be responsible and accountable

Satisfactory ü Unsatisfactory ☐

Role-play 3 – Performance review

You are the restaurant manager in a five-star hotel restaurant. Your main responsibilities are managing the wait staff and front-of-house staff and ensuring customer satisfaction.

You are also in charge of monitoring customer service standards and practices, seeking feedback from staff and customers and adjusting procedures to improve customer service outcomes.

You are to run a performance development/coaching session with the head waiter from Role-play 2: Customer dispute, who did not follow the customer dispute resolutions policy in relation to their interactions with the customer. This is not the first time this has happened with the head waiter. They have had a variety of similar customer issues and complaints.

You have rewritten the customer service dispute resolution policy to include explicit information about how staff are expected to communicate with an irate customer. They are to keep calm, not raise their voice, practise active listening, apologise and exhibit appropriate body language.

Non-compliance ramifications are a three-warning system, with the final warning leading to termination.

You are to explain this to the head waiter and ensure they understand and will be compliant.

Conduct role-play

Learner instructions

During this role-play, you are required to demonstrate the following skills and knowledge:

Greet the head waiter in a polite and friendly manner.
Use questioning and listening techniques to determine the head waiter’s needs or concerns about the customer incident.
Ask the head waiter how they think they could improve their customer service performance.
Identify the waiter’s customer service skills gaps.
Assess and articulate the effectiveness of the head waiter’s response to the customer in Role-play 2.
Explain the new customer dispute resolution procedures.
Ask them to summarise the new procedures back to you.
Explain how the waiter’s compliance with the new policy will be monitored.
Explain any disciplinary procedures as a result of non-compliance.
Complete the role-play

Question and answer

Q1: How would you communicate the new dispute resolution procedures to the rest of the staff?

hold a meeting to communicate the new procedures to the rest of staff.

Satisfactory ü Unsatisfactory ☐

Q2: Why is it important to adjust customer service policies and procedures?

Things can change in the industry and there are a lot of different circumstances and scenarios that need to be adapted to and handled while products and services are offered. Without effective policies and procedures that have been adjusted and updated accordingly, the business or organization would be chaos, because no one would know what to do or how to do it. Adapted customer service policies and procedures to render employees knowledgeable would lead to satisfied customers, improved reputation and improved customer service delivery. Not only that, legal requirements can be met as well.

Satisfactory ü Unsatisfactory ☐

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SITXCCS008 Develop and manage quality customer service practices

Taste

Presentation

Service

Value for money

Total

Knowledge of tour leader

Organisation of tour

Bus facilities

Value for money