SITXCCS007 Assessment Tasks and Instructions
Assessment Guidelines
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 AssignmentTutorOnline 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. |
Assessment 2
Your task:
PART A
You will be observed demonstrating how you identify customer requirements and provide effective service to 4 different customers as listed in the table below.
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 |
PART B
You will be observed demonstrating how you respond to 3 different customer complaints according to organisational policies and procedures
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 |
- Assignment status: Already Solved By Our Experts
- (USA, AUS, UK & CA PhD. Writers)
- CLICK HERE TO GET A PROFESSIONAL WRITER TO WORK ON THIS PAPER AND OTHER SIMILAR PAPERS, GET A NON PLAGIARIZED PAPER FROM OUR EXPERTS
