Reference no: EM133137262

SITXCCS008 Develop and manage quality customer service practices

Purpose - This unit describes the performance outcomes, skills and knowledge required to develop, monitor and adjust customer service practices. It requires the ability to consult 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 operational and strategic decisions.

This includes individuals working in a range of tourism, travel, hospitality and event contexts and to any small, medium or large organisation.

1. Develop quality customer service practices
2. Manage delivery of quality service
3. Monitor and adjust customer service

#1. Define customer service and list the key steps to delivering quality customer service. (40-50 words)

#2. Briefly describe five common principles of customer service.

#3. What is expected of front of house staff in relation to personal presentation? List at list five specifications.

#4. When a customer walks into a restaurant, what four attitudes and four attributes do they expect from front of house staff in relation to customer service?

#5. Describe the roles and responsibilities of managers in the provision of quality customer service, in about 50-60 words.

#6. Describe the roles and responsibilities of supervisors and operational personnel in providing quality service, in about 50-60 words.

#7. Identify any three sources of information on current service trends and changes that affect service delivery in the hospitality industry.

#8. Give an example of how each of the following internal and external environmental changes affects the planning for quality customer service.

#9. Match the descriptions of formal and informal customer research to the correct type of research method from the box below.
Feedback from service delivery colleagues ; Quantitative research ; Customer service surveys ; Asking probing questions for customer service ; Qualitative research ; Customer focus groups

#10. What are three ways of obtaining information for analysis of competitive environment?

#11. Mention two ways in which staff can be involved in the planning of improved customer services practices. Why is this important? (Answer both the parts of this question)

#12. List eight inclusions in policies and procedures a business must have in place relate to customer service provision.

#13. How can you communicate service standards and guarantees to staff? List four ways.

#14. Briefly explain the process of evaluation of customer and staff feedback on quality service provision. Your response should not exceed 50-60 words.

#15. Explain briefly how examining the following can help assess the effectiveness of customer service practices.

#16. Briefly describe any three methods a business can use to monitor the ongoing effectiveness of staff in meeting customer service standard.

#17. Give any two reasons why customer service policies and procedures should be monitored and reviewed regularly.

#18. In what ways does reviewing numbers and nature of complaints, disputes and responses of customers help in monitoring customer service provision? Explain any three ways.

#19. Explain what is the Customer Satisfaction Score (CSAT) and how it is used to assess the effectiveness of customer service practices? (Answer both the parts of this question) (100-150 words)

#20. Write a brief note on Customer Perceived Value (CPV). (in 30-50 words)

#21. Describe methods of obtaining feedback from internal and external customers. You must mention two each.

#22. What is the role of industry accreditation schemes? Describe three industry accreditation schemes.

#23. What is a code of conduct and what is the purpose of following an industry code of conduct? Answer in about 80 words.

#24. Name and briefly describe one mandatory industry code applicable to the hospitality industry.

#25. Briefly describe Australian Consumer Law in about 80 words.

#26. What role does the ACCC perform?

#27. Write brief notes on a hospitality business' responsibility under the Australian Consumer Law for each of the following:
• Nominating and charging cancellation fees
• Providing information about pricing
• Providing refunds
• Describing products correctly

#28. Explain why an organisation should have standard formats for policies related to customer service, in about 50 words.

#29. How do the following organisational policies and procedures assist in ensuring quality customer service?

SITXGLC001 - Research and comply with regulatory requirements

Purpose: This document represents the main assessment instrument for the unit of competency SITXGLC001 - Research and comply with regulatory requirements

This unit describes the performance outcomes, skills and knowledge required to comply with laws and licensing requirements for specific business operations. It requires the ability to access and interpret regulatory information, determine scope of compliance, and develop, implement and continuously review and update policies and practices for business compliance.

1. Research information required for legal compliance.
2. Develop and communicate policies and procedures for legal compliance.
3. Ensure compliance with legal requirements.
4. Maintain personal and organisational knowledge of regulatory requirements.

#1. Outline the legal responsibilities and liabilities of managers and directors in the following business structures in about 20-30 words each:
a) Sole trader
b) Company
c) Partnership

#2. Briefly describe the following sources of information for regulatory compliance in the hospitality industry. The first one has been done for you as an example.

Source                                                                                                            Description
Local, state, territory or commonwealth government departments or regulatory agencies

Reference books

Media

Industry journals

Internet

Computer data

Legal experts/ Lawyers

Discussion with industry personnel

#3.
Complete the table below with the name, functions and applicable legislations/regulations of the regulatory authorities in your state for the following areas:

Area
Name of Regulatory Authority
Functions (any two)
Legislation/ Regulation (any two)

Gambling and Liquor

Food Safety

Work Safety

Environmental Protection

#4. Briefly describe three methods you can use to receive updated information on laws and licensing requirements.

#5. Describe the difference between policies and procedures and explain how together they help an organisation manage its regulatory compliance. Your response should be in no more than 100 words.

#6. List and briefly describe at least five (5) inclusions in a policy document.

#7. Briefly describe the following:

Employer Superannuation Contributions

Workers' Compensation

Provisions for Injury Reporting

Provisions for Occupational Rehabilitation

Workplace Relations

3 types of contracts used in hospitality

Goods and services tax (GST)

Principle of ‘duty of care'.

Public Liability

The 10 National Employment Standards (NES) under the Fair Work Act 2009

Provisions For Environmental Hazard Identification, Use Of Minimal Impact Practices And Reporting Of Incidents

Summary of Work Health And Safety Act 2011(including description and responsibilities on various parties)

Legal responsibilities of organisations under the Environmental law towards local Community Protection, penalties of breaches and notification requirements

#8. Briefly describe the following types of insurances required by a business.
a) Public Liability:

b) Professional Indemnity:

c) Property in Transit:

d) Workers Compensation:

e) Business Interruption:

Attachment:- Develop and manage quality customer service practices.rar