Reference no: EM133179444

SITXCCS008 Develop and manage quality customer service practices

Assessment task 1: Knowledge Test

Question 1. What's the easiest way to obtain information about a customer's needs, expectations and satisfaction levels?
(a) Observe their body language.
(b) Ask them.
(c) Do formal research.
(d) Give them a questionnaire or survey.

Question 2. Who should you get feedback about products and services from?
(a) Colleagues.
(b) External customers.
(c) Your manager.
(d) Staff and customers.

Question 3. Why should you review changes in internal and external environments?
(a) So you can ensure internal and external customers are satisfied.
(b) So you can demonstrate your management skills to your employer.
(c) So you can integrate your findings into planning for quality service.
(d) So you can adjust temperature controls and ensure everyone is comfortable.

Question 4. Should staff have an opportunity to participate in the development of customer service practices?
(a) Yes. Staff are more engaged, enthusiastic, loyal and productive when involved in decision-making.
(b) No. Giving staff the opportunity to develop customer service practices would only make the process more difficult and time-consuming.
(c) Yes. Staff need breaks from the normal routine of their jobs.
(d) No. Staff don't usually have the capacity or knowledge to be helpful in developing customer service practices.

Question 5. 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?
(a) Continuous improvement.
(b) Quality systems.
(c) Benchmarking.
(d) Quality assurance.

Question 6. What does the development of good policies and procedures help ensure? Choose the best answer.
(a) That staff know how to assemble, disassemble and clean equipment.
(b) That staff provide quality service according to organisational standards and the law.
(c) That staff understand presentation standards for customer service personnel.
(d) That staff do as management asks them.

Question 7. Which of the following options is an effective way of communicating policies and procedures to employees?
(a) Training and coaching sessions, the company intranet, emails and meetings.
(b) Meetings, seminars, SharePoint and staffroom bulletin board.
(c) Emails, meetings and training and coaching sessions.
(d) Word-of-mouth or informal communication.

Question 8. What policies should be made available to customers?
(a) Dress codes, cancellation policies, taxes, surcharges and payment policies.
(b) Cleaning procedures, customer complaint policies and payment policies.
(c) Uniform dress codes and standard operating procedures.
(d) Codes of conduct, taxes and HACCP standards.

Question 9. Where should you keep your organisation's policies?
(a) In a folder locked safely in a centrally located cabinet.
(b) On the wall in the staff tearoom.
(c) In a manual on your office bookshelf.
(d) In a place where they're visible and readily available to staff and customers.

Question 10. Why should you monitor customer service?
(a) To ensure standards are met.
(b) To reduce staff theft and shoplifting.
(c) To ensure customers are satisfied.
(d) To meet your KPIs.

Question 11. What's the purpose of initiating internal or external staff training?
(a) To please internal customers and raise your profile in the company.
(b) To raise workers' awareness of their performance gaps.
(c) To close up performance gaps and enhance customer service.
(d) To reduce absenteeism and increase workers' interest in their work.

Question 12. Who is responsible for service outcomes and dispute resolution?
(a) You.
(b) Your staff.
(c) Your manager.
(d) Your customers.

Question 13. What standards are you required to role-model at work? Choose the best answer.
(a) Organisational personal presentation standards.
(b) Professional standards expected of service industry personnel.
(c) Product, service and performance standards.
(d) All the standards presented in this course.

Question 14. Why should you seek and evaluate ongoing feedback from staff and customers?
(a) So you can decide which staff to promote.
(b) So you can find out which staff to reprimand.
(c) So you can use it to implement quality service and improve performance.
(d) You don't need to seek feedback from staff and customers.

Question 15. What should you do if you identify systemic customer service problems?
(a) Determine which staff members are responsible and discipline them.
(b) Report them to your manager according to organisational policies and procedures.
(c) Adjust policies and procedures to resolve them and improve service quality.
(d) Ring the customer to apologise and offer compensation according to your empowerment.

Question 16. How do you assess the effectiveness of customer service practices?
(a) Review progress against your goals using key performance indicators (KPIs).
(b) Review progress against your goals using key performance areas (KPAs).
(c) Monitor and review staff performance.
(d) Review changes in internal and external environments and your responses to them.

Question 17. What are two ways you can evaluate the results of surveys to improve customer service practices?
(a) Using customer perceived value (CPV) and voice of customer (VOC) strategies.
(b) Using Likert scales and International Organization for Standardization (ISO) criteria.
(c) Implementing quality assurance and continuous improvement approaches.
(d) Analysing performance matrices and customer satisfaction indices.

Question 18. One way to improve service quality is through small, inexpensive, incremental adjustments to policies and procedures. What is the name of this approach?
(a) Quality assurance approach.
(b) Continuous improvement approach.
(c) Consumer protection approach.
(d) SMART approach.

Question 19. Once you've developed or improved upon a policy, standard or procedure, what should you do next?
(a) Implement it as soon as possible.
(b) Document it and place it in the appropriate folder in your computer system.
(c) Instruct your team to pass the information on to other staff members.
(d) Document it and communicate it to all those involved in service delivery.

Question 20. According to Australian Consumer Law what does a hospitality business need to disclose about cancellation fees?
(a) Advise the customer in advance of a cancellation fee, the cost and the circumstances it is charged.
(b) Advise the customer before accepting payment about the cancellation fee and its cost.
(c) Advise the customer in writing about the cancellation fee and cost before the service is provided.
(d) You do not need to disclose any information about cancellation fees.

Question 21. Which of these are hospitality industry schemes that hospitality businesses can participate in?
(a) Accredited Visitor Centre, Australian Tourism Accreditation Program, Eco-Friendly STAR accreditation.
(b) Restaurant rating system, EarthCheck and restaurant rating system.
(c) Hospitality Industry Awards, Michelin Guide, restaurant rating system.
(d) Australian Tourism Accreditation Program, star accommodation rating system and restaurant star rating system.

Question 22. Which of these areas should customer service policies and procedures cover?
(a) Acknowledging and greeting customers, complaints and dispute management and presentation standards.
(b) Acknowledging and greeting customers, research and development, and cancellation fees.
(c) How customer service procedures will be monitored and quality service provision.
(d) Details of expected level of customer service and communication standards.

Assessment Task 2: Task 2A: Develop quality customer service practice

Q1: List five principles or characteristics of quality management.

Q2: List four types of external customers.

Q3: List four types of internal customers.

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

Q5: List three formal and three informal ways to get information on customers' needs and expectations.

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

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

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

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

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

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

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

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

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

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

Q16: Explain how staff can participate in developing customer service practices.

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

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

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

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

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

Task 2B: Manage the delivery of quality service

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

Q23: Identify eight ways to communicate policies and procedures to staff.

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

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

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

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

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

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.

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

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

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

Q33: Explain the purpose of an organisational structure chart.

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

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

Task 2C: Monitor and adjust customer service

Q36: Identify typical systemic customer service problems.

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

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

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

Q40: Identify six more general methods of assessing and evaluating your effectiveness with regards to quality customer service.

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

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

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

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

Q45: Complete the CSI chart for your restaurant.

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

Q47: List two sources of information on current service trends in the hospitality industry that affect service

Assessment task 3: Project

Task 3A: Develop customer service procedures

You are to complete a research project using the following options (choose any one)
- McDonalds
- KFC
- Any other restaurant which serves food from your country
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.

Task 3B: Staff meeting agenda

Question and Answer
• Using the template provided, 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?

Task 3C: Question and answer

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

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

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

Task 3D: Monitor customer service practices
Create a checklist that you can use to monitor customer service in the workplace you have chosen, 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.

• Go to your Appendix 3 (Monitoring customer service checklist)
• Populate the checklist with relevant information to monitor staff in your workplace following customer service policies/procedures.
• Print four copies of the Monitoring customer service checklist.
• Monitor one of your staff members using the customer service checklist over four different service periods.
• Scan/photograph all four completed Monitoring customer service checklists.
• Submit Assessment to your assessor.

Task 3E: Question and answer

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

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

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

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

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

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?

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

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

Q8: How will you evaluate the feedback you gather?

Assessment Task 4: 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 4A: 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 4B: 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 4C: 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 4D: 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 4E: 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 4F: 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?

Attachment:- Customer service practices.rar