Reference no: EM133179459

SITXCCS008 Develop and manage quality customer service practices

Assessment Task: Role play

This assessment requires you to undertake a series of role plays to demonstrate your ability to interact and communicate with customers in a professional and clear way when greeting and explaining products and services, and must handle problems and service issues.
You must also use conflict resolution techniques in a situation.
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.
• You must read the background information to help you respond to the situation according to the customer service policy and procedure.
• Role-plays can be recorded for further analysis and discussion with the consent of all participants.
• Complete all the role-plays.
• 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

Task A: Conduct role-play
Learner instructions
You are running a staff meeting on the three new customer service procedures you have created in Task 3A of Assessment Task 3 Project.
Use the meeting agenda that you created in Task 3B: Staff meeting agenda in Assessment Task 3 Project.to communicate the new customer service procedures to staff.
You must have at least three 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 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 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.

Task B: Question and answer

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

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

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

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

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 participants in this role-play:
1. The restaurant manager
2. The head waiter
3. The customer.
Simulated environment resources
• Desk to simulate front desk/counter
• Bill

Task C: Conduct role-play
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.

Task D: Question and answer

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

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

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

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

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.

Task E: 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.

Task F: Question and answer
Q1: How would you communicate the new dispute resolution procedures to the rest of the staff?
Q2: Why is it important to adjust customer service policies and procedures?