SITXCCS006 Provide Customer Services Assignment

Reference no: EM132648889

SITXCCS006 Provide Customer Services - Australian International Institute of Technology

Assessment 1:

For this Assessment Task, as a role-play in the role of a Commercial Cook, you will be required to identify customer requirements and provide quality customer service to three different internal customers to meet their requirements. Once you have identified these requirements you are to provide the service to these customers in line with organisational customer service standards and within designated organisational response times.

Internal customer 1 (another cook in your commercial kitchen): Has approached you seeking your assistance in identifying which broth would be suitable for a Consommé. Accordingly you will be required and research a Standard Recipe that suits this need and present this Recipe to this customer (your Assessor) within 30 minutes.

Internal customer 2 (another cook in your commercial kitchen): Has approached you seeking your assistance in identifying a sauce that would be suitable for a Grilled Porterhouse Steak. Accordingly you will be required and research a Standard Recipe that suits this need and present this Recipe to this customer (your Assessor) within 30 minutes.

Internal customer 3 (another cook in your commercial kitchen): Has approached you seeking your assistance in identifying a dressing that would be suitable for a Ceasar Salad. Accordingly you will be required and research a Standard Recipe that suits this need and present this Recipe to this customer (your Assessor) within 30 minutes.

When communicating with internal customers you will be required to:
• Communicate with customers in a professional manner within designated response times using appropriate verbal and non-verbal communication.
• Observe and respond to non-verbal communication of customers.
• Use active listening and questioning to facilitate effective two-way communication.
• Select a medium of communication appropriate for the customer and situation.

Assessment 2:

Once you have identified these requirements you are to provide the service to these customers in line with organisational customer service standards and within designated organisational response times.

Internal customer 3 (another cook in your commercial kitchen): Has approached you seeking your assistance in identifying a Dressing that would be suitable for a Ceasar Salad. Accordingly you will be required and research a Standard Recipe that suits this need and present this Recipe to this customer (your Assessor) within 30 minutes.

Assessment 3:

For this Assessment Task, as a role-play in the role of a Commercial Cook, you will be required to identify customer requirements and provide quality customer service to three different external customers to meet their requirements. Once you have identified these requirements you are to provide the service to these customers in line with organisational customer service standards and within designated organisational response times.

External customer 1 (a Front of House service attendant representing a customer): Has approached you seeking your assistance in identifying a suitable main course on your restaurant`s menu that does not include garlic. Accordingly you will be required to research the Standard Recipes that you have used in other Units of Competency in your course and select one that meets this customer`s need and present this Recipe to this customer (your Assessor) within 30 minutes.

External customer 2 (a Front of House service attendant representing a customer): Has approached you seeking your assistance in identifying a suitable entree on your restaurant`s menu that does not include any dairy product. Accordingly you will be required to research the Standard Recipes that you have used in other Units of Competency in your course and select one that meets this customer`s need and present this Recipe to this customer (your Assessor) within 30 minutes.

External customer 3 (a Front of House service attendant representing a customer): Has approached you seeking your assistance in identifying a suitable desert on your restaurant`s menu that does not include sugars, but can include substitute sugars. Accordingly you will be required to research the Standard Recipes that you have used in other Units of Competency in your course and select one that meets this customer`s need and present this Recipe to this customer (your Assessor) within 30 minutes.

Assessment 4:

During this Assessment Task, as a role-play in the role of a Commercial Cook, you will be observed by your Assessor identifying customer requirements and providing quality customer service to three different external customers to meet their requirements. Your Assessor will role play the three different external customers during this Assessment activity. Once you have identified these requirements you are to provide the service to these customers in line with organisational customer service standards and within designated organisational response times.
External customer 1 (a Front of House service attendant representing a customer): Has approached you seeking your assistance in identifying a suitable main course on your restaurant`s menu that does not include garlic. Accordingly you will be required to research the Standard Recipes that you have used in other Units of Competency in your course and select one that meets this customer`s need and present this Recipe to this customer (your Assessor) within 30 minutes.
External customer 1 (a Front of House service attendant representing a customer): Has approached you seeking your assistance in identifying a suitable entree on your restaurant`s menu that does not include any dairy product. Accordingly you will be required to research the Standard Recipes that you have used in other Units of Competency in your course and select one that meets this customer`s need and present this Recipe to this customer (your Assessor) within 30 minutes.

External customer 1 (a Front of House service attendant representing a customer): Has approached you seeking your assistance in identifying a suitable desert on your restaurant`s menu that does not include sugars, but can include substitute sugars. Accordingly you will be required to research the Standard Recipes that you have used in other Units of Competency in your course and select one that meets this customer`s need and present this Recipe to this customer (your Assessor) within 30 minutes.

When providing this service you will be required to demonstrate the following:
o Communicating with internal customers
o Following defined organisational standards to deliver service
o When provide service to customers

Assessment 5:

For this Assessment Task, as a role-play in the role of a Commercial Cook, you will be required to demonstrate the procedures required to respond and to resolve three different customer complaints according to organisational policies and procedures

Complaining internal customer 1 (another cook in your commercial kitchen): Has approached you informally complaining about the broth you made for a customer that wanted a Consommé. The complaining customer stated that the broth you had made lacked aroma and was cloudy. Accordingly you will be required to verbally respond and resolve this complaint with the customer.

Complaining internal customer 2 (another cook in your commercial kitchen): Has approached you informally complaining about the sauce that you made for the Grilled Porterhouse Steak was too lumpy and lacked consistency in texture. Accordingly you will be required to verbally respond and resolve this complaint with the customer.

Complaining external customer 3 (a Front of House service attendant representing a customer): Has approached you with a formal complaint (see Attachment A that has been completed by the Customer - for this role-play your Assessor) that the desert you identified as not including sugars, has been reported to the service attendant by their customer as being too sweet and as a result is concerned that this dish in fact does contain sugars (using your business` complaint form). Accordingly you will be required to verbally respond and resolve this complaint with the service attendant representing the customer (writing what you have done to resolve this complaint on the bottom section of the complaint form).

Task 5 - Knowledge Assessment

Question 1: In the space below outline the principles of quality customer service and positive communication:

Question 2: In the space below when providing service to customers list 3 appropriate non - verbal communication methods:

Question 3: In the space below Identify 2 methods businesses use for enhancing service delivery in response to staff and customer feedback:

Question 4: In the table below list the following:

• 2 professional service standards expected of service industry personnel

• 2 attitudes and 2 attributes expected by the service industries to work with customers
• 2 standards of personal presentation and hygiene

• 2 different customer service and communication expectations, especially those with special service needs

Question 5: In the table below please provide a definition of each of the identified types of customers:

Question 6: In the space below outline the designated response times for acknowledging customers and their enquiry:

Question 7: In the space below please list 2 personal presentation and hygiene standards when you are providing services to customers:

Question 8: Most hospitality businesses establish procedures for staff who provide service to their customers. In the table below please outline the procedures for the following types of service:

Question 9: It is important that staff providing service to customers are aware of special needs, customs and practices of various social and cultural groups of customers in regards to:
• modes of greeting, farewelling and conversation

• body language and body gestures

• formality of language

• clothing

Question 10: In the table below list 3 formal methods of collecting feedback and 2 informal methods of collecting feedback:

Question 11: You are working in fast food outlet and are aware that the time period for producing dishes on your business` menu varies considerably from dish to dish. In the space below outline the communication technique and equipment your business should use to communicate with their customers when the customer's dishes are available:

Attachment:- Provide Customer Services.rar

Reference no: EM132648889

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