Assessment Tasks

What will be assessed

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.

Place/Location where assessment will be conducted

Resource Requirements

Refer to the Assessment conditions attached to the Mapping Document located in the teacher support tools folder or the “Assessment Conditions” for this unit in the SIT 1.0 Training Package.

For this assessment a full set of organisational policies and procedures relevant for the customer service charter must be provided to the student

Instructions for assessment including WHS requirements

You are required to wear a complete uniform applicable to your area of training or as instructed

Your personal presentation must reflect the standards typically expected and acceptable in the hospitality and tourism industry.

You will be observed completing each of the following tasks set out below.

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

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service to 4 different customers:

2 different internal customers

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.

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:

Criteria – 2 Internal Customers

1.Instance

2.Instance

Communication, organisational standards and service provisions

S

NYS

S

NYS

Comments

The presence of a customer is recognised

The customer is prioritised over any work duties undertaken

The customer is greeted in a friendly, professional manner

Eye contact or body language from customer to signal assistance is required is recognised by student

Rapport is established with the customer

Active listening is used to identify customer’s needs, expectations and special requirements

Active questioning is used to clarify or verify customer enquiries

Tailored products matching the customer’s profile are demonstrated and explained

Relevant promotional products are offered proactively

Appropriate add-ons and extras are offered

Selling techniques are used appropriately to enhance the product or service offerings

Special requests and relevant customer information is communicated internally to relevant stakeholders

Actioning of special requests are followed up prior to service provision

Student takes opportunity to personalise service through appropriate interaction

The service is provided in a time efficient manner

The service level provided was of professional standard

Student uniform is clean and neat to industry standards

Personal presentation is neat and professional

Personal hygiene is clean and neat

Special needs are provided for as relevant: __________________

Operational issues are identified promptly

Appropriate intervention with operational issues to prevent service issue occurs

Delays in service delivery are relayed to customers in a timely fashion

Student identifies appropriate time to offer alternative products or services

Appropriate alternatives are offered

Student identifies appropriate point to offer compensation

Appropriate compensation is offered in line with service issue and organisational policies

Students follow up with customer after service and compensation is delivered

List additional criteria as relevant

Provide feedback on customer service

Pro-actively seeks feedback on service provided from customer

Feedback from customers is recorded in appropriate formats and communicated with colleagues as relevant

Personal preferences are recorded in appropriate customer file

Suggestions for improvement to service procedures are made

List additional criteria as relevant

Criteria – 2 External Customers

1.Instance

2.Instance

Communication, organisational standards and service provisions

S

NYS

S

NYS

Comments

The presence of a customer is recognised

The customer is prioritised over any work duties undertaken

The customer is greeted in a friendly, professional manner

Eye contact or body language from customer to signal assistance is required is recognised by student

Rapport is established with the customer

Active listening is used to identify customer’s needs, expectations and special requirements

Active questioning is used to clarify or verify customer enquiries

Tailored products matching the customer’s profile are demonstrated and explained

Relevant promotional products are offered proactively

Appropriate add-ons and extras are offered

Selling techniques are used appropriately to enhance the product or service offerings

Special requests and relevant customer information is communicated internally to relevant stakeholders

Actioning of special requests are followed up prior to service provision

Student takes opportunity to personalise service through appropriate interaction

The service is provided in a time efficient manner

The service level provided was of professional standard

Student uniform is clean and neat to industry standards

Personal presentation is neat and professional

Personal hygiene is clean and neat

Special needs are provided for as relevant: __________________

Operational issues are identified promptly

Appropriate intervention with operational issues to prevent service issue occurs

Delays in service delivery are relayed to customers in a timely fashion

Student identifies appropriate time to offer alternative products or services

Appropriate alternatives are offered

Student identifies appropriate point to offer compensation

Appropriate compensation is offered in line with service issue and organisational policies

Students follow up with customer after service and compensation is delivered

List additional criteria as relevant

Provide feedback on customer service

Pro-actively seeks feedback on service provided from customer

Feedback from customers is recorded in appropriate formats and communicated with colleagues as relevant

Personal preferences are recorded in appropriate customer file

Suggestions for improvement to service procedures are made

List additional criteria as relevant

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:

Criteria

1.Instance

2.Instance

3.Instance

Respond to escalated complaints

S

NYS

S

NYS

S

NYS

Comments

Reports of disgruntled customers are prioritised over any work duties undertaken

Staff member is questioned appropriately to understand the problem and any compensation or solution already offered

The customer is greeted in a friendly, professional manner

Active listening is used to clarify customer’s problem or complaint

Student deals with customer in an empathetic manner

Student remains calm and focussed

Student follows the customer service procedures as outlined in the organisational policies

Solutions for the complaint are identified with the customer

Student resolves escalated issues with solutions appropriate to the service issue, customer spend, customer importance and other organisational constraints

Customer is invited to return to the establishment / experience other products and services

The customer is farewelled in a professional manner

All details are recorded or stored as relevant

The organisational policies and procedures have been followed

List additional criteria as relevant

Provide internal feedback on customer service practices

Pro-actively seeks feedback on service provided from customer

Feedback from customers is recorded and communicated with colleagues as relevant

Service incident and compensation offered are recorded in customer profile where appropriate

Recurring problems and complaints from customers are reviewed

Suggestions for improving complaint handling procedures and appropriate solutions to be offered are made

List additional criteria as relevant