Reference no: EM133189431

SITXCCS008 Develop and manage quality customer service practices

Assessment 1 - Develop Quality Customer Service Practices

Part A

Formal and informal research
In this part of this assessment you will be required to use both informal and formal research to obtain information on the specific customer needs, expectations and satisfaction levels for at least three (3) different rated hospitality businesses of your choice. This means three (3) hospitality business's each with a different star rating.

To assist you in the understanding of the hospitality star rating system refer the link below:
Once you have researched the specific customer needs, expectation and satisfaction levels, you are then required to collate the data using the template below. You MUST also provide the source of you informal and formal information.

Information source Star rating Type of business Customer needs Customer expectations Customer satisfaction levels

Part B
From Part A, select one of the hospitality businesses that you have researched and develop customer service policies and procedures for at least three (3) different areas of the business that meet industry standards. We have provided an example of what a "Customer complaint policy and procedure" may look like. Use this example as a blueprint for the three (3) that you are going to develop.
• Staff professionalism and personal presentation policy and procedure
• Wedding function policy and procedure
• Customer complaint policy and procedure
• Meet and greet policy and procedure
• Coffee service standards policy and procedure

Part C
In groups of three (3) students are to swap their developed policy and procedure (Part B) and discuss each of them with the group. Identifying opportunities for further development that will enhance existing customer service practices.
Once each student has shared and documented the changes and/ or additional aspects of the policy they will communicate feedback using the sample feedback sheet provided below. Each student is to communicate any adjustments they have made to the rest of the group.

Part D
Using your current workplace or one that you are familiar with, think about three (3) quality service practices. In a 150-word minimum report explain the following:
• What where the three (3) quality service practices that you identified?
• Explain how you evaluated these practices against the quality service expectations
• What were the failings that you identif3eid, for example the service gaps?

Part E
Using the Quality Management Plan template below, integrate your findings and attach as part of your part E assessment.
• Integrate findings into Quality service management plan
• Identify the three (3) largest service gaps and develop one (1) policies and procedures for each of the three (3). So that will be a total of three (3) quality service policies and procedures.

Part F
Using a PowerPoint presentation demonstrate how you will implement each policy and procedure over four (4) service periods. Breakfast/ Lunch/ Dinner and Function. For example, if you identified that customers were not being attended to within the designated time frame, explain how you will make sure this happens during a breakfast service, a lunch service, dinner service and a function.
Make sure that you have added slides to your presentation that explain the following:
• The internal and external changes that affect the quality service practice at your workplace
• The importance of reviewing quality service practice policies and procedures and how you plan to do this.

Assessment 2 - Manage Delivery of Quality Service

To do: Make a submission To do: Receive a grade
In this assessment you will learn how to:
• Communicate policies, procedures and expectations to staff.
• Make policies readily available to customers and staff.
• Monitor customer service in the workplace to ensure standards are met.
• Initiate staff training to enhance customer service.
• Take responsibility for service outcomes and dispute resolution.
• Act as a positive role model for professional standards expected of service industry personnel.
• Seek ongoing feedback from staff and customers to improve performance.
• Assess effectiveness of customer service practices.
• Identify systemic customer service problems and adjust policies and procedures to improve service quality.
• Develop, document and communicate new approaches to customer service to staff involved in service delivery.
Part A Reflection- Written report
In this assessment you will be required to reflect on previous assessments for this unit and provide a 1000-word written report reflecting your findings.
• Why is it essential to communicate policies, procedures and expectations to staff?
• How does a hospitality business make policies readily available to customers and staff?
• What are four (4) strategies that a business can implement to effectively monitor customer service in the workplace to ensure standards are met.
• How would you initiate staff training to enhance customer service?
• What might be three (3) types of training strategies that a hospitality business could use to enhance customer service practices?
• Who is involved and should take responsibility for service outcomes?
• Explain an example of a dispute resolution process that turns a service complaint into a positive outcome
• How can you and your team act as a positive role models for professional standards
• Describe five (5) expected standards of service industry personnel
• How and why should a hospitality business seek ongoing feedback from staff and customers to improve performance?
• What can a hospitality team do to assess the effectiveness of their customer service practices?
• Describe three (3) systemic customer service problems that arise in the hospitality industry
• What might be five (5) adjustments to quality service practice policies and procedures you might make to improve service quality?
• Why is it paramount for a hospitality business to communicate new approaches to customer service to staff involved in service delivery.

Assessment 3 - Written Assessment (A)

Questions

1 Under Australian Consumer Laws, what are an organisations responsibility in relation to:
Refunds

Exchanges

Cancellations

2 Why is customer service important in a hospitality business

3 What is the purpose of establishing service standards for an organisation?

4 What characteristics do effective service standards hold?

5 What is Total Quality Management? Explain in detail

6 List eight (8) elements that are part of providing a quality customer service

7 List six (6) elements that are part of unprofessional customer service

8 Why are customer complaints important?

9 What strategies could you implement to identify customer's needs?

10 List three (3) factors required to ensure customer feedback is effective.

11 List six (6) different interactions made with customers in every business

12 Why is following up with clients important? Explain your answer

14 Service breakdowns occur whenever any product or service fails to meet the customers' expectations. Describe the steps you would take to rectify a service breakdown.

15 List and explain ten (10) things you should know about your customer

16 List and describe six(6) different attributes that make up a good customer service worker in the hospitality industry.

17 Describe three (3) different methods you can use to monitor, measure and evaluate your business performance

18 Who would you involve in the development of your organisations customer service procedures (and why)

19 What industry schemes may impact on customer service standards and industry?

20 List six (6) changes that could occur in either your internal or external environment that would affect your quality service planning?

21 List four (4) examples of professional standards expected of service industry personnel?

22 What is the importance of a feedback form?
How does it assist in achieving quality service practice standard bench marks?

23 How does a feedback form help in customer service policies and procedures?

24 Describe the roles and responsibilities of the following positions (in terms of customer service)
Wait Staff
Manager
Supervisor

Attachment:- Develop and manage quality customer service practices.rar