Reference no: EM132245699

Assessment - Enhance customer service experiences

Instructions for assessment including WHS requirements

1. You are required to wear a complete uniform applicable to your area of training or as instructed

2. Your personal presentation must reflect the standards typically expected and acceptable in the hospitality and tourism industry.

3. You will be observed completing each of the following tasks set out below.

4. The practical observations for this unit of competency include the following requirements listed for each task

Part A.

You will be observed demonstrating how you identify customer requirements and provide effective service to 4 different customers:

1. 2 different internal customers
2. 2 different external customers

Part B.

You will be observed demonstrating how you respond to 3 different customer complaints according to organisational policies and procedures

The observation criteria below provide a guideline for criteria relevant for each task.

Your task:

PART A

You will be observed demonstrating how you identify customer requirements and provide effective service to 4 different customers as listed in the table below.

PART B

You will be observed demonstrating how you respond to 3 different customer complaints according to organisational policies and procedures.

Assessment - Develop and manage quality customer service practices

Instructions for assessment including WHS requirements

You will be observed over four service periods, how you:

A. Implement developed policies and procedures
B. Communicate requirements with staff
C. Monitor service provisions and manage these efficiently
D. Evaluate each service instance and incorporate feedback into the next instance.

You are required to write a brief summary for each service instance, clearly outlining:

1. What worked well
2. What needs improvement
3. How you have evaluated each policy you have implemented
4. How was staff involved for the purpose of evaluation
5. How you will implement each identified change required into the following service instance.

Provide each summary to your trainer prior to each service instance. Your implementation of procedures and requirements you have identified in each instance will be part of the assessment of your performance.

You will be observed over four service periods, how you:

A. Implement developed policies and procedures
B. Communicate requirements with staff
C. Monitor service provisions and manage these efficiently
D. Evaluate each service instance and incorporate feedback into the next instance.

You are required to write a brief summary for each service instance, clearly outlining:

1. What worked well
2. What needs improvement
3. How you have evaluated each policy you have implemented
4. How was staff involved for the purpose of evaluation
5. How you will implement each identified change required into the following service instance.

Provide each summary to your trainer prior to each service instance. Your implementation of procedures and requirements you have identified in each instance will be part of the assessment of your performance.

Attachment:- Assessment.zip