SITXCCS008 Develop and manage quality customer service practices Student Assessment Tasks

Assessment Task 1 Cover Sheet

Student declaration
To be filled out and submitted with assessment responses
 I declare that this task is all my own work and I have not cheated or plagiarised the work or
colluded with any other student(s).
 I understand that if I am found to have plagiarised, cheated or colluded, action will be taken
against me according to the process explained to me.
 I have correctly referenced all resources and reference texts throughout these assessment tasks.

Student name Dae myung Woo

Student ID number SCM1921

Student signature

Date

Assessor declaration
 I hereby certify that this student has been assessed by me and that the assessment has been
carried out according to the required assessment procedures.

Assessor name Munish Sharma

Assessor signature

Date

Assessment outcome S NS DNS Resubmission Y N

Feedback

Student result response

 My performance in this assessment task has been discussed and explained to me.
 I would like to appeal this assessment decision.

Student signature

Date 24/1/2021

A copy of this page must be supplied to the office and kept in the student’s file with the evidence.

Assessment Task 1: Written questions

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SITXCCS008 Develop and manage quality customer service practices Student Assessment Tasks

Task summary
This is an open-book test, to be completed in the classroom.
A time limit of 2 hours to answer the questions is provided.
You need to answer all of the written questions correctly.
Your answers must be word processed and sent to the assessor as an email attachment.

Required
 Access to textbooks and other learning materials.
 Computer with Microsoft Office and internet access.

Timing
Your assessor will advise you of the due date of this assessment.

Submit
 Answers to all questions.

Assessment criteria
All questions must be answered correctly in order for you to be assessed as having completed the
task satisfactorily.

Resubmission opportunities
You will be provided feedback on your performance by the assessor. The feedback will indicate if you
have satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you
with written feedback along with guidance on what you must undertake to demonstrate satisfactory
performance. Reassessment attempt(s) will be arranged at a later time and date.
You have the right to appeal the outcome of assessment decisions if you feel you have been dealt
with unfairly or have other appropriate grounds for an appeal.
You are encouraged to consult with the assessor prior to attempting this task if you do not understand
any part of this task or if you have any learning issues or needs that may hinder you when attempting
any part of the assessment.

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SITXCCS008 Develop and manage quality customer service practices Student Assessment Tasks

Written answer question guidance

The following written questions use a range of “instructional words” such as “identify” or “explain”,
which tell you how you should answer the question. Use the definitions below to assist you to provide
the type of response expected.
Note that the following guidance is the minimum level of response required.

Analyse: when a question asks you to analyse something, you should do so in detail, and identify
important points and key features. Generally, you are expected to write a response one or two
paragraphs long.
Compare: when a question asks you to compare something, you will need to show how two or
more things are similar, ensuring that you also indicate the relevance of the consequences.
Generally, you are expected to write a response one or two paragraphs long.
Contrast: when a question asks you to contrast something, you will need to show how two or more
things are different, ensuring you indicate the relevance or the consequences. Generally, you are
expected to write a response one or two paragraphs long.
Describe: when a question asks you to describe something, you should state the most noticeable
qualities or features. Generally, you are expected to write a response two or three sentences long.
Discuss: when a question asks you to discuss something, you are required to point out important
issues or features and express some form of critical judgement. Generally, you are expected to
write a response one or two paragraphs long.
Evaluate: when a question asks you to evaluate something, you should put forward arguments for
and against something. Generally, you are expected to write a response one or two paragraphs
long.
Examine: when a question asks you to examine something, this is similar to “analyse”, where you
should provide a detailed response with key points and features and provide critical analysis.
Generally, you are expected to write a response one or two paragraphs long.
Explain: when a question asks you to explain something, you should make clear how or why
something happened or the way it is. Generally, you are expected to write a response two or three
sentences long.
Identify: when a question asks you to identify something, this means that you are asked to briefly
describe the required information. Generally, you are expected to write a response two or three
sentences long.
List: when a question asks you to list something, this means that you are asked to briefly state
information in a list format.
Outline: when a question asks you to outline something, this means giving only the main points,
Generally, you are expected to write a response a few sentences long.
Summarise: when a question asks you to summarise something, this means (like “outline”) only
giving the main points. Generally, you are expected to write a response a few sentences long.

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SITXCCS008 Develop and manage quality customer service practices Student Assessment Tasks

Assessment Task 1 Instructions as provided to students

Provide answers to all of the questions below:

1. List five principles of quality customer service.

Product knowledge

Honesty

Customer focus

Empathy

Understanding

2. Thinking about the qualification you are studying and the industry you would like to work in,
answer each of the following questions:
a. Describe at least three examples of professional service standard topics service industry
staff may need to comply with.
Meeting and greeting customer
Taking booking
Control customer complain

b. Describe at least three industry expectations of attitudes and attributes that staff who work
with customers in a service business.
Neat and clean personal appearance
Product knowledge
Intelligent

3. Identify the roles and responsibilities of the listed people in providing quality customer service:

Their role and responsibility in providing

Classification of Person
quality customer service

a. Management. Set policies and standards

train

Train staff
b. Supervisors.
Managing all aspect of service

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SITXCCS008 Develop and manage quality customer service practices Student Assessment Tasks

Their role and responsibility in providing

Classification of Person
quality customer service

Delivering service standards

c. Operational personnel.

4. a. List three sources of information on current service trends in the hospitality industry.

Social media

Customer feedback

Reading newspaper and industry link

b. List three sources of information on changes that affect service delivery in the hospitality
industry.
Industry trade magazines
Action taken by competitor
Participate online forums

5. Explain how the following internal and external environmental changes within the hospitality
industry might impact planning for quality customer service.

Change Impact on customer service planning

a. Changes in the competitive Better competition, USP

environment.

Need to provide grater value for money

b. Economic climate. Price/cost

c. Introduction of new technologies USP

or equipment.

Need for different persons to plan and manage

d. Management changes and service delivery, approaches
organisational restructures.

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SITXCCS008 Develop and manage quality customer service practices Student Assessment Tasks

Change Impact on customer service planning

e. Recruitment practices.
More experienced in customer services

f. Trends in customer service

preferences. USP

6. Describe the following methods of formal and informal customer research.

Methods of formal and informal

Your Description
customer research

a. Analysis of competitive What competitions are doing, reading industry

environment and industry service reports
trends.

Analysis customer needs and wants

b. Customer service surveys.

c. Customer focus groups. Analysis customer needs and wants

d. Qualitative research. Find out our current quality level, any

improvement point

e. Quantitative research.
Find out how we evaluate customer service

Find out their inconvenience and try to fix for

f. Seeking feedback from service them
delivery colleagues.

Analysis customer needs and wants

g. Questioning customers.

7. Identify the elements involved in the following customer service activities.

Customer service activity Elements involved

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Identify industry, market and environment

a. Developing customer service policies situation
and procedures.
Research

b. Implementing customer service Generating and implementing plans

policies and procedures.

c. Monitoring customer service policies Observing staff

and procedures.

8. Identify three ways you might involve staff in the development of customer service practices as
part of your quality service provision.

Based on customer feedback we can organise staff meeting

Share their ideas and experiences

Staff survey

9. Explain how evaluating staff and customer feedback can be used as a method to help you
implement quality service provision.

Meeting with staff based on customer feedback

Staff survey

Questionnaire

10. List and explain four methods of assessing the effectiveness of customer service practices.

Methods of assessing the effectiveness

Explanation
of customer service practices

a. Examining overall business

performance. Sales profit, number of customer served

b. Monitoring the ongoing effectiveness of

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SITXCCS008 Develop and manage quality customer service practices Student Assessment Tasks

Methods of assessing the effectiveness

Explanation
of customer service practices

staff in complying with performance Identity staff meet require customer

standards and of protocols in service standards
explaining required staff practices.

c. Reviewing targeted customer service benchmarking

indicators.

d. Reviewing customer satisfaction

survey statistics. Customer service satisfaction survey

11. Describe the four methods of obtaining customer feedback about the organisation’s service
delivery listed below.

Methods of obtaining customer

Description
feedback about service delivery

a. Customer service discussions with

employees during the course of each
business day.

b. Discussions with customers.

c. Formal customer interviews.

d. Regular staff meetings that involve

service discussions.

12. List three types of people who may be surveyed to obtain feedback on customer service
delivered by the organisation.

13. Explain why the following sources of suggestions for improvements to customer service delivery
can be useful.

Sources of Suggestions Explanation of their Usefulness

a. Customers involved in complaints We can research and find the problem

about the business or who have been area then chance to fix
in some sort of dispute with the

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SITXCCS008 Develop and manage quality customer service practices Student Assessment Tasks

Sources of Suggestions Explanation of their Usefulness

organisation.

b. Organisations that supply the business We can make more profit from that
with goods and services.

c. Workers within the business. They are involved in our business so they
are also our assets

They will provide more good services and

d. Supervisors and managers in the improvements.
organisation.

14. Explain how industry schemes and accreditation schemes improve customer service.

They both set standards of customer services so that maximise the customer satisfaction

15. Explain how an organisation or industry Code of Conduct improves customer service identifying
three possible inclusions in such a Code.

Give them clearer information

Easy to identify

Reduce mistakes

16. Explain how the following organisational policies and procedures can assist in ensuring quality
customer service.

Organisational policies and procedures Explanation

Customers want to feel valued and

important. Simple acknowledgements
a. Acknowledging and greeting such as "Welcome" or "Hello" indicate that
customers. you noticed them, but also verbally escort
them into your business.

b. Complaint and dispute management.

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SITXCCS008 Develop and manage quality customer service practices Student Assessment Tasks

Organisational policies and procedures Explanation

Complaints management is about

resolving individual complaints and
identifying opportunities to make systemic
improvements. ... The community expects
government organisations to be customer-
focused and responsive to complaints.

Complaints handling procedure

1 - Listen to the complaint. Thank the
customer for bringing the matter to your
attention.
2 - Record details of the complaint.
c. Authority for different level personnel to
3 - Get all the facts.
resolve complaints, disputes, service
issues and customer compensation. 4 - Discuss options for fixing the problem.
5 - Act quickly
6 - Keep your promises
7 - Follow up

Loyalty programs work because they

make your customers feel recognized and
special which further leads to retention,
more referrals and profits. Rewarding your
customers for their loyalty and frequent
d. Loyalty programs. engagement with your brand can help
distinguish your brand from other
competitors and also make customers feel
valued.

Communicate. As a key to any good

relationship, communication is an
e. Presentation standards for customer essential way to build customer
environment and customer service relationships. ...
personnel. Exceed expectations. Your customers
expect great products or services from
you. ...
Ask for feedback.

f. Pricing and service guarantees.

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SITXCCS008 Develop and manage quality customer service practices Student Assessment Tasks

Organisational policies and procedures Explanation

Consumer guarantees are a set of rules

that apply to goods and services
purchased by consumers under the
ACL. ... The consumer guarantees
automatically apply regardless of any
voluntary or extended warranty given by a
seller or manufacturer of goods and
services, or if such a warranty has
expired.

The common element of the business

definitions is that the quality of a product
or service refers to the perception of the
g. Product quality. degree to which the product or service
meets the customer's expectations.

This means that businesses can legally

have a cancellation policy requiring
customers to pay cancellation fees under
h. Refunds and cancellation fees. certain circumstances, so long as the fee
is not extravagant or unreasonable.

Response time is the total amount of time

it takes to respond to a request for service.
... Ignoring transmission time for a
moment, the response time is the sum of
i. Response times. the service time and wait time. The service
time is the time it takes to do the work you
requested.

Staff training is a programme implemented

by a manager or person of authority to
provide specific staff members with the
necessary skills and knowledge for their
j. Staff training.
current role. It's often compulsory for some
level of training to be offered to new
members of staff as you prepare them for
their role.

17. Describe the obligation on businesses under Australian Consumer Law in relation to
nominating and charging cancellation fees.

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SITXCCS008 Develop and manage quality customer service practices Student Assessment Tasks

This means that businesses can legally have a cancellation policy requiring customers to pay
cancellation fees under certain circumstances, so long as the fee is not extravagant or
unreasonable

18. Explain the obligation on businesses under Australian Consumer Law in relation to providing
information to customers on potential price rises.

Should not be provided misinformation.

Must correct, right information needs to be provided to customer

19. Identify the legal obligations on businesses to provide a refund to their customers.

Refund need to be made in the form

If they changed their mind after purchasing goods, it can be penalised

But if product has been damaged before purchasing then it can be changed without
any penalties.

20. Describe the obligations on businesses under Australian Consumer Law regarding supplying
goods as described or substituting suitable products when unable to do so.
If the problem is major or cannot be fixed, the consumer can choose to:
reject the goods and obtain a full refund or replacement, or.
keep the goods and seek compensation for the reduction in value of the goods.

21. Identify formats for and generic headings for contents in organisational consumer protection
policies and procedures.

Hard copy paper based format

Soft copy electronic copy

22. Identify generic headings for contents in organisational consumer protection policies and
procedures.

This report has been prepared by Professor Stephen Corones and Professor Sharon
Christensen, both of the Faculty of Law, Queensland University of Technology, and Ms Bridget
Lewis, a Senior Research Assistant within the Faculty of Law. The purpose of the Report is to
assist the Productivity Commission to undertake an inquiry into Australia’s consumer policy
framework, including its administration, in accordance with the Terms of Reference provided by

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SITXCCS008 Develop and manage quality customer service practices Student Assessment Tasks

the Treasurer. It provides an overview of the material differences between the objectives,
substantive prohibitions, interpretation, enforcement, sanctions and remedies in Commonwealth,
State and Territory generic consumer protection legislation. For the purposes of this report the
term “material” is taken to mean differences which are judged to have non-trivial impacts on
factors such as: • Business compliance costs; • The level of protection afforded to consumers or
their ability to seek redress; and • The ability of firms to innovate or supply products at least cost.
The structure of this report is to consider first in Part II the Commonwealth consumer protection
regime contained in the Trade Practices Act 1974 (Cth) (TPA), and other Commonwealth
legislation, namely the Australian Investment and Securities Commission Act 2001 (Cth) (ASIC
Act), and the Corporations Act 2001 (Cth). Having considered the material differences between
Commonwealth legislation, in Part III we compare the TPA (the template legislation) with the
equivalent provisions of the State and Territory Fair Trading legislation including the enforcement
powers of the State and Territory regulators, noting the material differences.

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SITXCCS008 Develop and manage quality customer service practices Student Assessment Tasks

Assessment Task 1 Checklist

Student’s name: Dae myung Woo

Did the student provide a Completed

sufficient and clear answer successfully? Comments
that addresses the
suggested answer for the Yes No
following?

Question 1

Question 2a

Question 2b

Question 3a

Question 3b

Question 3c

Question 4a

Question 4b

Question 5a

Question 5b

Question 5c

Question 5d

Question 5e

Question 5f

Question 6a

Question 6b

Question 6c

Question 6d

Question 6e

Question 6f

Question 6g

Question 7a

Question 7b

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SITXCCS008 Develop and manage quality customer service practices Student Assessment Tasks

Question 7c

Question 8

Question 9

Question 10a

Question 10b

Question 10c

Question 10d

Question 11a

Question 11b

Question 11c

Question 11d

Question 12

Question 13a

Question 13b

Question 13c

Question 13d

Question 14

Question 15

Question 16a

Question 16b

Question 16c

Question 16d

Question 16e

Question 16f

Question 16g

Question 16h

Question 16i

Question 16j

Question 17

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SITXCCS008 Develop and manage quality customer service practices Student Assessment Tasks

Question 18

Question 19

Question 20

Question 21

Question 22

Task outcome:  Satisfactory  Not satisfactory

Assessor signature:

Assessor name: Munish Sharma

Date:

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