Reference no: EM132567731

SITXCSS006 Provide service to customers - Australis College

Assessment Task 1: Knowledge Test

Q1: Explain the key principles of quality customer service and positive communication. Answer using 50-100 words.

Q2: Explain the following types of non-verbal communication:
• Facial expressions
• Body movement and posture
• Gestures
• Eye contact
• Touch
• Space
Write your answer in 200-250 words.

Q3: Answer the following questions in the context of a hospitality organisation:
3.1. What is an external customer? Provide an example of an external customer. Answer using 20-40 words.
3.2. Who are internal customers in the hospitality industry? Answer using 20-40 words.
3.3. How do you get new customers in the hospitality industry? Answer using 20-40 words.
3.4. What do you call a loyal customer? Answer using 20-40 words.
3.5. What is a visitor customer in the hospitality industry? Answer using 20-40 words.

Q4: Answer the following questions regarding the value and role of customer feedback in improving service delivery.
4.1. What are the main objectives of an effective customer feedback system? Answer using 20-40 words.
4.2. What do you consider as effective feedback in improving service delivery? Answer using 20-40 words.

Q5: Answer the following questions regarding the presentation standards.
5.1. What is meant by the organisational standards of presentation? Answer using 20-40 words.
5.2. What are the duties of customer service personnel? Answer using 20-40 words.
5.3. What are examples of promotional materials and documents in the hospitality industry? Answer using 20-40 words.

Q6: Answer the following questions in yes or no regarding customer service policies and procedures:
• policies for escalating and reporting service issues and customer problems

6.1. Organisations in the hospitality industry can charge customers non-refundable booking or cancellation fees.

6.2. Organisations in the hospitality industry must mention in their policies and procedures when a fee is charged, product/service quality, and how much it will cost to the customer.

6.3. There are high chances of you picking up the customers if you respond to their requests within a few hours.

6.4. You do not need to show the customer you recognise or appreciate them in the hospitality industry.

6.5. Customers appreciate the timely delivery of the services and products offered.

6.6. When you deliver goods, packages, services, etc. on time, the customer appreciates you for being punctual and professional.

6.7. Having a well-planned and comprehensive policy manual helps the organisations in resolving routine customer problems, empower hospitality personnel to resolve complaints, disputes, service issues and customer compensation quickly and effectively.

6.8. It is not the right of the customer to seek refunds or exchanges from the services being provided.

6.9. The policy manual must have provision for escalating and reporting service issues and customer problems

Q7: Answer the following questions in yes or no regarding the procedures for responding to routine customer problems:
• incorrect pricing of products and services
• delays or errors in providing products or services
• misunderstanding customer requests.
7.1. Although price discrimination is the organisation's or seller's legal attempt to charge varying prices for the same product based on consumer demand, price discrimination can be illegal in some cases.

7.2. A delay or error in providing products or services can be constituted as a breach in the customer service agreement.

7.3. Ask questions where you are unsure and repeat what customer is stating are two examples of not misunderstanding the customer requests.

Q8: Answer the following questions regarding the customer service standards expected in the service industries.

8.1. What are the standards of customer service in the hospitality industry? Answer using 20-40 words.

8.2. How do you implement customer service standards?

Q9: Discuss the personal hygiene standards for handwashing that the food handlers must comply with. Write your answer in 100-150 words.

Q10: Explain the following formal and informal methods of collecting customer feedback:
• formal:
• surveys and structured questioning
• customer interviews and focus groups
• informal:
• observation
• casual discussion
Write your answer in 200-250 words.

Q11: 11.1 Discuss the attitudes and attributes expected by the service industries to work with customers. Write your answer in 30-50 words.
11.2. Why is it important to meet customer service and communication expectations? Write your answer in 30-50 words.
11.3. How can you identify and meet the special needs of the following customers:
a. Sight impaired
b. Hearing-impaired
Write 50-100 words for each.

Q12: 12.1. Why is it important to be aware of the following body language and gestures when dealing with people from other countries or whose first language isn't English?
• Pointing an index finger
• Thumbs up
• OK
12.2. How can you identify and meet the language needs of the customers whose first language is not English? Write your answer in 50-100 words.

12.3. Discuss the special needs, customs and practices of various social and cultural groups of customers in regards to clothing. Write your answer in 100-150 words.

12.4. How should you farewell your customers? Write your answer in 30-50 words.

Q13: Explain the purpose of the "Customer service policy and procedures" given in the table.

Q14: Explain the essential features of the following types of communication techniques:
• Written communication
• Verbal communication
• Graphic communication
Also, discuss the communication equipment that can be used for each communication techniques.
Write your answer in 100-150 words.

Q15: Prepare basic response time procedures for the following:
a. Voice Mail
b. E-mail

Assessment Task 2 - Role Playa/Simulated activities

Role Plays/ Simulated activities

In this assessment task, you are required to communicate effectively with and provide quality service to both internal and external customers. This requires the ability to establish rapport with customers, determine and address customer needs and expectations, and respond to complaints.
This assessment task can take place in a simulated industry environment or an industry workplace. If it is taking place in a simulated industry environment, it must reflect an operational business environment where customers are served.
You are required to follow the mentioned below guidelines:
A. Organisational policies and procedures relating to:
1. Customer service standards
2. Customer service policy
3. Customer Complaints Policy
4. Workplace procedures to record customer issues, outcomes and feedback.
5. Response times policy
6. Presentation standards policy

Scenario:

You are working as frontline service personnel at a travel agency. The travel agency has an online platform that includes all the process for air tickets, hotel bookings and car hire.

The hyperlink for the online platform .
As part of your job role, you have the following responsibilities:
• Identify customer requirements and provide quality customer service to different internal and external customers to meet requirements
• Provide assistance to the above customers in line with organisational customer service standards and within designated organisational response times
• Demonstrate procedures to respond to and resolve three customer complaints according to organisational policies and procedures
• Demonstrate effective communication with the internal and external customers, including any with special needs
• Seek formal and informal feedback from customers on the above service.
During your job role, you need to demonstrate the skills and knowledge required to communicate effectively with and provide quality service to both internal and external customers by completing the job responsibilities specified above.
Role Plays/ Simulated activities explanation:
In this assessment task, the student being observed will take part in six different role-plays with six other students or representatives of the training organisation.
Three of the students or representatives will be internal customers, and the other three will be external customers.
The trainer/assessor will observe the student performing the role-plays and assess their performance against the checklists provided below.
The student will take on the role of ‘frontline service personnel' for this role plays/simulated activities.
The student will need to participate in the role-play according to the mentioned below contexts and assessment conditions.
Contexts:
External customer:
1. An external customer calls your travel agency and wants to book air tickets from Melbourne to Delhi.
2. An external customer has visited your centre. He has the following complaint:
I booked an "Air India" ticket from your travel centre. The front staff personnel has misspelled his name on the ticket booking. I want the travel agency to correct my name on the ticket and arrange a new PNR number.
3. An external customer wants to hor a car for seven days.
Internal customer:
1. An internal customer has sent an email regarding a complaint about one of the hotel providers. The email is as follow:
I booked a meeting hall in "Trivando hotel". It was on Friday last week, and unfortunately, we had to cancel our booking. According to hotel policy and procedure, they must give us a refund of 80% booking fee, but instead of giving 80% they gave me only 20% of the money back. The management said the policy had been changed one day before your booking.
2. An internal customer has called you and complained about customer behaviour when the customer demanded a refund for the travel package.
3. An internal customer has emailed you. He wants a quote on flights for Bali for the Christmas holidays.
The roles and responsibilities of participants:
When dealing with the above-given customers, you will act as "Frontline service personnel".
Your trainer/assessor will take on the role of internal/external customer based on the context.
The Frontline service personnel must participate in the role-plays according to the following guidelines:
• Demonstrate empathy
• Meet and greet the customer
• Maintain professional body language at all times, i.e. using stances, movements and gestures
• Maintain professional non-verbal communication, i.e. gestures, facial expressions, tone, the pitch of voice and body posture
• Follow legislative and regulatory guidelines to resolve all concerns and issues
• Manage and resolve complaints and customer inquiries
• Provide options in terms of food and drinks
• Escalate matters to supervisors and managers according to organisational policies and procedures.
When communicating with the customer, you need to:
• Practise high standards of personal presentation and hygiene according to organisational requirements.
• Follow organisational customer service policies and procedures.
• Adhere to professional standards expected of service industry personnel.
• Respond to customer enquiries within the specified response time.
• Follow organisational policy and procedures to record customer complaints.
Assessment conditions:
The student must:
1. Communicate in a non-discriminatory way with colleagues and customers.
2. Ask questions for clarification.
3. Look sincere and positive.
4. Demonstrate attempts to overcome language barriers.
5. Communicate in line with appropriate social and cultural conventions.
6. Demonstrate respect and sensitivity.
7. Focus only on the other person.
8. Show pleasant facial expressions.
9. Identify when assistance is required in the communication, and
10. Seek help using the appropriate channels.
Part A: Role Plays/ Simulated activities explanation
Roleplay with external customer 1:
An external customer calls your travel agency and wants to book air tickets from Melbourne to Delhi.
External customer will:
• Specify the travelling dates.
• Be flexible with the dates.
• Request a quote for different airlines providers.
• Ask for a quote on Hotels as well.
• Negotiate on price.
• Agree to book air tickets.
You must:
• Follow response time policy and procedures.
• Professionally communicate with customers within designated response times using appropriate verbal and non-verbal communication.
• Meet and greet the customer according to organisational customer service standards.
• Use active listening and questioning to facilitate effective two-way communication.
• Establish rapport with the customer to promote goodwill and trust during service delivery.
• Identify customer needs and expectations.
• Promptly meet all reasonable customer needs and requests.
• Maintain professional body language when communicating with customers at all times, i.e. using stances, movements and gestures.
• Maintain professional non-verbal communication, i.e. gestures, facial expressions, tone, the pitch of voice and body posture
• Recognise and act upon opportunities to deliver additional levels of service beyond customer's immediate request.
o Ask the customer if they require any hotels during their stay in Delhi.
• Provide a quote to the customer.
• Seek formal feedback from the customer. Use an excel sheet to record customer feedback.

 
Roleplay with external customer 2:
An external customer has visited your centre. He has the following complaint:
I booked an "Air India" ticket from your travel centre. The front staff personnel has misspelled his name on the ticket booking. I want the travel agency to correct my name on the ticket and arrange a new PNR number.
External customer will:
• Discuss the issue.
• Will be disappointed that this issue occurred in the first place.
You must:
• Professionally communicate with customers within designated response times using appropriate verbal and non-verbal communication.
• Meet and greet the customer according to organisational customer service standards.
• Use active listening and questioning to facilitate effective two-way communication.
• Establish rapport with the customer to promote goodwill and trust during service delivery.
• Identify customer needs and expectations.
• Promptly meet all reasonable customer needs and requests.
o Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction.
• Maintain professional body language when communicating with customers at all times, i.e. using stances, movements and gestures.
• Maintain professional non-verbal communication, i.e. gestures, facial expressions, tone, the pitch of voice and body posture
• Respond to customer complaints in a professional manner.
• Identify solutions in consultation with the customer.
• Resolve complaints according to own level of responsibility and organisational policy.
• Seek informal feedback from customers regarding service standards.
• Record customer issues using an Excel sheet.
Roleplay with External customer 3:

Scenario:

A tourist from New Zealand wants to hire a car for seven days in Melbourne.

External customer will:
• Request for the quote.
• Provide details on the vehicle requirements.
o Customer will ask for a six-seater car.
• Ask details regarding the license requirements.
You must:
• Professionally communicate with customers 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.
• Establish rapport with the customer to promote goodwill and trust during service delivery.
• Identify customer needs and expectations.
• Promptly meet all reasonable customer needs and requests.
• Maintain professional body language when communicating with customers at all times, i.e. using stances, movements and gestures.
• Maintain professional non-verbal communication, i.e. gestures, facial expressions, tone, the pitch of voice and body posture
• Request for the customer New Zealand license.
• Seek formal feedback from the customer. Use an excel sheet to record customer feedback.

 
Respond to email from internal customer 1:
Scenario:
An internal customer has sent an email regarding a complaint about one of the hotel provider. The email is as follow:
I booked a meeting hall in "Trivando hotel". It was on Friday last week, and unfortunately, we had to cancel our booking. According to hotel policy and procedure, they must give us a refund of 80% booking fee, but instead of giving 80% they gave me only 20% of the money back. The management said the policy had been changed one day before your booking.
Internal customer will:
• Will be very angry with the food standards.
• Demand complete refund.
• Want to discuss the matter with the restaurant supervisor.
You must:
• Write an email to the customer:
o Respond to the customer within 24 hours of the email.
o Proactively recognise customer dissatisfaction and take swift action to avoid escalation to a complaint.
o Respond to customer complaints in a professional manner.
o Tell the customer that the issue will be resolved within the next 24 hours.

• Write an email to your manager:
o Discuss the issue.
o Request for action within the next 24 hours.
 
Roleplay with internal customer 2:
Scenario:
An internal customer had called you and complaint about customer behaviour when the customer demanded a refund for the travel package.
Internal customer will:
• Discuss that the behaviour of staff was dissatisfactory.
• Ask for a full refund of the travel package.
• Want to discuss the matter with higher authority.
You must:
• Professionally communicate with customers within designated response times using appropriate verbal and non-verbal communication.
• Use active listening and questioning to facilitate effective two-way communication.
• Identify customer expectations.
• Explain that the company can only refund 50% of the amount for the cancellation as per the organisational policy and procedures.
• Maintain professional body language when communicating with customers at all times, i.e. using stances, movements and gestures.
• Maintain professional non-verbal communication, i.e. gestures, facial expressions, tone, the pitch of voice and body posture
• Agree to escalate the issue to the higher authority.
• Tell the customer that someone from the higher authority will call him back within the next 24 hours.
 
Respond to email from internal customer 3:
Scenario:
An internal customer has emailed you. He wants a quote on flights for Bali for the Christmas holidays. In the email, the customer has specified the following information:
• Travelling dates - 23rd Dec - 29th Dec.
• Preferred airline - Singapore or Thai airlines.
• Travellers: 2 adults and 1 child.
You must:
• Write an email to the customer:
o Respond to the customer within 24 hours of the email.
o Provide a quote to the customer.
o Respond to customer complaints in a professional manner.
o Promote hotel services in the email. Provide hyperlink so that the customer can search your online platform.

Part B: Provide internal feedback on customer service practices.

This part requires you to provide internal feedback on customer service practices to the Manager/Supervisor.
To do so, you need to write an email to the Manager/Supervisor (trainer/assessor).
Your email must:
• Provide ongoing internal feedback on service practices, policies and procedures, and suggest improvements.
• Include the Excel sheet as an attachment that includes:
o Customer complaints and feedback.
• Provide recommendations on further improvements.

Attachment:- Provide service to customers.rar