SITXCCS007 Enhance the Customer Service Experience

Assessment 1 – Report

Student Information

You are the manager of a Function and Events center. You are to stimulate the creation and selling of an event in the form of a birthday party. Research and suggest ideas for the birthday party. Your suggestions should be in the way of a written report. Below are some details provided of the clients you will be catering for?

The following details are for the birthday party you will be catering for:

1. 50 people – all adults between the ages of 25 and 60. Preference of time 6.00pm- 10.00pm. Provide an estimated cost per head and the total cost for 50 customers.

2. You have to keep in mind that the clients are from different ethnic backgrounds; demonstrate how you will communicate with multiple and diverse customer types and customers with special needs.

3. Prepare a menu by focusing on different cultures & ethnic backgrounds

4. What selling techniques and mediums would you employ to sell the birthday party?

5. What additional & add-ons and tailored and other services & products will you provide.

6. Detail steps that you would take to resolve a customer complaint and promptly analyze and decide on the best solution. How will you turn the complaint into an opportunity to improve customer service standards in your venue? Also, provide a customer complaint and feedback form.

7. In order to develop good customer relations, you will need to build up a customer database and maintain customer profiles. How will you promote repeat business, what promotional services will you offer and how will you built rapport by providing personalized service to repeat customers.

 

SITXCCS007 Enhance the Customer Service Experience

Assessment 2 – Role Play

Student Information

For this assessment, you have two scenarios; you have to choose one of the scenarios and prepare your roleplay based on the chosen scenario.

Please inform your assessor before the role play of your chosen scenario; your assessor will assign a fellow student to be your customer.

Your roleplay is to be a minimum of 5 minutes and no more than 7 minutes in duration.

Scenario 1

You are to play the role of a Vegetable and Fruit wholesaler and attend to a restaurant owner who is your long-time and regular customer from a different ethnic background. He is visiting your shop to complain about the deliveries that have not been arriving on time and the deteriorating quality of your products. He has been doing business with you for a long time and has never experienced delays in delivery or bad quality produce.

Scenario 2

You are to play the role of a Vegetable and Fruit wholesaler and deal with a restaurant owner who is your long-time and regular customer from a different ethnic background. He thinks he has been overcharged for the products he buys from you. This is because a friend of his is also purchasing similar products from you, and is getting the products cheaper. (This is because his friend is purchasing larger quantities, but the customer is not aware of that fact)

• Communicating effectively with the customer.
• Identify problems with products and services and take immediate action to address them.
• Advice customer of an alternative.
• Proactively compensate for service difficulty according to organizational policy and individual empowerment.
• Provide ongoing feedback on service issues and suggest an improvement to avoid customer disappointment.
• Providing quality customer service and dealing with conflict

 

You will also need to consider the following issues.

• Treat the customer with respect and sensitivity,
• consider all non-verbal and verbal communication,
• use gestures appropriately to assist communicate,
• use simple words,
• communicate in a professional and friendly manner,
• respond politely with the customer,
• Use appropriate tone and volume,
• provide accurate information,
• apply active listening principles,
• ask for help if required
• recognize any misunderstandings or client issues promptly,
• ensure any misunderstandings are clarified,
• talk with sensitivity and respect
• consider cultural reasons for misunderstandings,
• respect the customer’s point of view,
• respond in accordance with legal requirements (non-discrimination, Equal Employment, Etc),
• demonstrate the high standard of personal presentation take any opportunity to enhance the service quality

 

SITXCCS007 Enhance the Customer Service Experience

ASSESSMENT 2 – ROLE PLAYS

ASSESSOR CHECKLIST

Student Name:
Student ID No:
Date:
Scenario Chosen	o Scenario 1	o Scenario 2

 

Place a tick for satisfactory (yes) or not satisfactory (no)

Did the student	Satisfactory
Treat the customer with respect and sensitivity.	Yes or No
Consider all verbal and non-verbal communication	Yes or No
Identify problems with products and services and take immediate action to address them	Yes or No
Use simple words and gestures appropriately to assist communicate	Yes or No
Provide accurate information and advice customer of alternative	Yes or No
Respond politely and communicate in a professional and friendly manner	Yes or No
Proactively compensate for service difficulty according to organisational policy and individual empowerment.	Yes or No
Use appropriate tone and volume and apply active listening principles	Yes or No
Recognise any misunderstandings or client issues promptly and clarified	Yes or No
Provide ongoing feedback on service issues and suggest improvement to avoid customer disappointment.	Yes or No
Respond in accordance to legal requirements (non-discrimination, Equal Employment, Etc)	Yes or No
Take any opportunity to enhance the service quality	Yes or No

 

Result:  Competent |     Not Yet Competent

Student: I declare that the work submitted is my own, and has not been copied or plagiarised from any person or sources. I have been provided appropriate feedback and advised of my result. I also am aware of my appeal rights.

Signature:     Date:        /         /

 

Assessor: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback

Signature:       Date:        /         /

 

SITXCCS007 Enhance the Customer Service Experience

ASSESSMENT 3 – Unit Reflection

Assessor Instructions

Provided are sample solutions for the unit reflection, student responses may vary according to their working circumstances and individual knowledge.

Q1. Explain four types of ‘Formal and informal Market Research’ that could be used by a hospitality business:

Q2. How does a business ask the customers about their preferences?

Q3. How can monitoring the plates being cleared from a dining room table, help us with food quality?

Q4. You work as a waiter in a suburban restaurant. A new restaurant has opened in your area and you visit them for dinner and are very impressed with their food and menu. How do you share this information with your colleagues at work?

Q5. You work as a waiter in a hotel restaurant and notice that lately a lot of guests have been asking for low fat alternatives on the menu. How do you share this information with your colleagues at work?

Q6. How can open questions be used to determine customer preferences?

Q7. Name five services a travelling business woman might be looking for when choosing accommodation at a hotel:

Q8. Name five services a travelling honeymoon couple might be looking for when choosing accommodation at a hotel:

 

Q9. Describe one special offer that might be used by a restaurant to promote business:

Q10. For the follow products what ‘Add on sales” could you offer a client that has ordered the product in the photo.

Hotel Room Grilled chicken meal Cheese platter

Q11. What are the six steps for dealing with Customer Complaints?

Q12. In what ways do Chefs and waiters work together as a team?

Q13. A customer in a restaurant calls you over and complains that the fish main course is “Not very nice” .What questions can you ask to find out more information about the problem?

Q14. A customer in the restaurant has been delivered the wrong meal and alerts you to this. What action can you take?

Q15. After questioning you finds that the customers likes the fish but thinks the flavour of the sauce is not pleasant as they do not like the flavour of capers. What action can you take to solve the issue? Give two options

Q16. How can you share information with the kitchen that the caper sauce is not very popular with guests?

Q17. Why can complaints be good for business?

Q18. Identify two ways we can record specific customer information so we can give better service to regular clients:

Q19. In what ways could you use knowledge of your regular customers to provide a quality service experience?

Q20. How can social media be used to establish a rapport with customers?