How you identify customer requirements

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.

Instance	Date	Duration from ... to...	Tasks to be completed What will be observed?
Instance 1:			Customer service to 1 internal customer
		Customer profile - Details:
		What is the service provided:
Instance 2:			Customer service to 1 internal customer
		Customer profile - Details:
		What is the service provided:
Instance 3:			Customer service to 1 external customer
		Customer profile - Details:
		What is the service provided:
Instance 4:			Customer service to 1 external customer
		Customer profile - Details:
		What is the service provided:

PART B

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

Instance	Date	Duration from ... to...	Tasks to be completed What will be observed?
Instance 1:			Responding to a customer complaint
		Customer profile - Details:
		Customer Complaint nature:
Instance 2:			Responding to a customer complaint
		Customer profile - Details:
		Customer Complaint nature:
Instance 3:			Responding to a customer complaint
		Customer profile - Details:
		Customer Complaint nature:

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:

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

Attachment:- Assessment.zip

Reference no: EM132245699

Questions Cloud

Write the executive summary section of your strategic audit : Write the Executive Summary section or the beginning of your Strategic Audit Report.

Examine the decision-making process in business : Examine the decision-making process in business and its importance. Provide an example of a business decision based on multiple choices made.

Are confidence intervals one-tailed or two-tailed : Is there a major difference between the two pieces of equipment? Why or why not?

How many articles were reviewed : Locate a research article with a literature review on a healthcare topic that has been published within the last five years utilizing ProQuest.

How you identify customer requirements : SITXCCS007 Enhance customer service experiences - SITXCCS008 - Develop and manage quality customer service practices

Write assembly functions that implement the C functions : Write assembly functions that implement the following C functions. We are doing assembly in ARM using Raspberry pi

Compare the impact of the previous three presidential agenda : NURS_6050 In Part 1 of this module's Assignment, you were asked to begin work on an Agenda Comparison Grid to compare the impact of the previous.

Personnel policy manual and the employee guide : What are the differences between the Personnel Policy Manual and the Employee Guide?

Define recommendations for improving personal health records : Personal Health Records (PHRs) are designed to give consumers access and control of their health information. PHRs are tools that give consumers.

Reviews

len2245699

2/28/2019 9:29:19 PM

The purpose of this assessment is to assess your ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and: • identify customer requirements and provide professional and personalised customer service experiences to two different internal and two different external customers to meet requirements • demonstrate procedures to respond to and resolve three different customer complaints according to organisational policies and procedures • demonstrate effective communication with the above internal and external customers, including any with special needs • seek formal and informal feedback from customers on quality of above service • provide above service to above customers in line with organisational customer service standards and within designated organisational response times.

Write a Review

Required(*) Message

User Account

All Pages