Reference no: EM133179455

SITXCCS008 Develop and manage quality customer service practices

Assessment task: Project

Task A: 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 B: 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 C: 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 D: 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 E: 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?