Reference no: EM132695717

SITXCCS008 Develop and manage quality customer service practices - RGIT Australia

Task 1: Develop customer service procedures

You are to complete a research project using your workplace, work placement host or the RGIT commercial kitchen and restaurant. 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 policies and procedures for the three different areas of the business by completing the Appendix Customer service procedures template provided.

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

• Go to your Course files and open Assessment Appendix Customer service procedures.
• Save the document locally.
• Complete all sections of the document.
• Save your file.
• When you get to section 5. Customer survey in the Assessment Appendix Customer service procedure template you are asked create a customer survey. Once created, print out six copies. These are to be completed by three customers in your workplace/simulated workplace.
• Once you have completed your six surveys, scan/photograph and save the files. Name them Customer surveys.
• Submit Assessment Appendix Customer service procedures and your six Customer surveys to your assessor.

Task 2: Communicate policies and procedures
• Using PowerPoint or a similar program, develop a presentation to communicate the new policies and procedures to staff. You are required to submit the slides and speaker notes, and list any handouts.
• Your presentation must include the following:
• Outline and explain all three customer service policies/procedures.
• Information about the purpose of having the new policies and procedures
• Relevant industry standards
• How monitoring of the effectiveness of the procedures will be conducted
• How customer feedback will occur.
• Where policies and procedures will be stored and accessible
• Which aspects of the policies and procedures will be accessible to customers and how
• Ask for employee feedback on each of the three new standards and procedures
• How changes will be communicated and implemented

Task 3: Monitor customer service practices
Part A
Create a checklist from the example given in appendix that you can use to monitor customer service in your chosen workplace 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 Course files and open Assessment Appendix Monitoring customer service checklist.
• Save the document locally.
• Populate the checklist with relevant information to monitor staff in your workplace following customer service policies/procedures.
• Save your checklist.

Part B
• Print four copies of the Monitoring customer service checklist.
• Arrange to observe (monitor) four staff members using the customer service checklist over four different service periods. If required, you may observe a different staff member during each of the four service periods.
• Ensure you ask the staff member/s for permission to be observed and provide them with copies of the new policies and procedures and your presentation. Ensure they fully understand what they need to do before they commence their shift.
• Ensure you do not identify the staff member on the Monitoring customer service checklist. Please use initials or first name only.
• Print all four completed Monitoring customer service checklists, name and save them.
• Submit Assessment Appendix Monitoring customer service checklist and your four completed customer service checklists to your assessor.

Task 4: Question and answer
Review your policies and procedures, and the observations you conducted in Task 3 and answer the following questions:

Q1: Did the new procedures ‘work' in the workplace? For example, were they practical? Did they flow?

Q2: What changes will you make as a result?

Q3: How will you communicate the changes to staff?

Q4: What training would you implement to assist staff members 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 will you identify customer service performance gaps so you know when you need to initiate training?

Q7: How will 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?

Instruction

Use your workplace or your favorite café or restaurant for this project. You may imagine your own customer service experiences when you visit an eatery or places that you like to go the most due to good customer services.

Provide information about the organisation you have chosen and develop new customer policies and procedures for three areas of the business...

General guideline: This project must be done using the information and terminology from didasko.

Task 1: Develop customer service procedures
1. Answer the question according to your resources.
2. Write your customers need and expectations. Answer should include your knowledge of customer needs, wants and delighters etc. refer to page 13 onwards Didasko.

3. How do you evaluate customers? What is the process you use? E.G. Likert scales, Feedback forms? How do you ask for feedback, how do you collect it? How do you thank the customer... Write the policy step by step in dot points and in brief.

4. Do a PESTEL analysis as we studied in the class. What does PESTEL stand for?

P - Political
E - Economic
S - Social
T - Technological
E - Environmental
L - Legal

Identify one trend or change in each category or write what is changing in your internal and external environment as overall and how it may impact the business.
5. Research both formal and informal relevant customer needs and expectation at your establishment, then write a short report or in dot points. Refer to Lerner Guide sample on page 14 onwards.

6. Use Likert scale survey from 6 customers in total. You need to copy the survey six times. You can either do a CSI score for the whole survey 6 times and present individual CSI scores and write a summary of the score. You can also as discussed di a CSI score of all the 6 surveys combined and give your commentary on that.
7,8,9,10,11 are all completed as part of the templates.
Customer service policy business areas you need to do:--
Business area 1: Area of focus: Greeting, farewelling and acknowledging customers
Business area 2: Area of focus: Customer complaints
Business area 3: Area of focus: Presentation and grooming standards

Task 2: Power point presentation
Please refer to page 45 in your assessment booklet. Read and write the answers according to the 9 dot points given. Power point should be between 10 to 11 slides.

Task 3: Monitor customer service practice
The customer service checklist on page 58&59 needs to reflect the policies and standard you outline in question 7. Like if welcoming guests was your area of concern then a checklist criterion could be: Did the staff member welcome guest with a warm body language etc. Examples has given to you.
For this, you need to fill in the checklist for 4 service staff members with same criteria. It should be done in different service periods or shifts, for example breakfast, lunch and dinner. Please read and understand the clause on your assessment booklet on page 45 - Part B.

Task 4: Q & A
Read the instructions given and answer all questions accordingly in the assessment booklet itself.

Attachment:- Develop and manage quality customer service.rar