SIT50416 Diploma of Hospitality Management SITXCCS008 Develop and manage quality customer service practices

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tudent Assessment Booklet SIT50416 Diploma of Hospitality Management SITXCCS008 Develop and manage quality customer service practicesThis assessment booklet and tools has been designed for students... undertaking face to face mode of study to provide information before students take assessments and contains assessment tools to assess the skills and knowledge required from students to be deemed competent in this unit. This booklet might not be suitable for students taking other modes of study e.g. online or work based. Please read all the information given to you when you receive this assessment booklet. If you do not understand any part of this booklet, please inform your assessor/trainer. The assessment booklet contains two (2) parts: PART 1: Assessments information: This part contains information on assessments for this unit of competency and how assessment will be conducted throughout unit to achieve the competency. It includes:  Application of the unit of competency  Purpose of assessment  Elements, performance evidence and knowledge evidence requirements of the unit  Conditions, context, required resources and location of the assessment.  Assessment tasks.  Outline of evidence to be collected.  Administration, recording and reporting the requirements including special adjustments, appeals, reasonable adjustments and assessors’ intervention. PART 2: Assessment tasks: This part contains the information to successfully undertake the assessment task. In each assessment task, students will find the following information:  Task instructions.  Role play / Practical Demonstration information. Information on resources required, where applicable Page: 2 of 84 ABOUT THIS BOOKLETPART 1 Assessment Information Application of the unit of competency: This unit describes the performance outcomes, skills and knowledge required to develop, monitor and adjust customer service practices. It requires the ability to consult with colleagues and customers, develop policies and procedures for quality service provision, and manage the delivery of customer service. The unit applies to senior managers who operate independently, have responsibility for others and are responsible for making a range of operational and strategic decisions. This includes individuals working in a range of tourism, travel, hospitality and event contexts and to any small, medium or large organisation. No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication. Purpose of assessment: The purpose of assessment is to determine competency in the unit SITXCCS008- Develop and manage customer service practices Elements 1 Develop quality customer service practices. 2 Manage delivery of quality service. 3 Monitor and adjust customer service. Performance evidence: Evidence of the ability to complete tasks outlined in elements and performance criteria of Page: 3 of 84this unit in the context of the job role, and:  research and develop customer service policies and procedures for at least three different areas of the business that meet industry standards  implement and monitor practices for quality customer service in line with above policies and procedures over four service periods  evaluate practices for quality service provision and identify any failings  review policies and procedures, adjust as necessary, and communicate any new practices to staff. Knowledge Evidence Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:  principles of quality customer service  specific industry sector: - professional service standards for service industry personnel - attitudes and attributes expected by the service industries to work with customers  roles and responsibilities of management, supervisors and operational personnel in providing quality service  sources of information on current service trends and changes that affect service delivery  internal and external environmental changes and their effect on planning for quality customer service: - changes in the competitive environment - economic climate - introduction of new technologies or equipment - management changes and organisational restructures - recruitment practices - trends in customer service preferences  methods of formal and informal customer research: - analysis of competitive environment and industry service trends - customer service surveys - customer focus groups Page: 4 of 84- qualitative or quantitative research - seeking feedback from service delivery colleagues - questioning customers  methods of implementing quality service provision: - developing, implementing and monitoring customer service policies and procedures - involving staff in the development of customer service practices - evaluating staff and customer feedback  methods of assessing the effectiveness of customer service practices: - examining overall business performance - monitoring the ongoing effectiveness of:  staff in meeting customer service standards  policies and procedures in explaining practices - reviewing numbers and nature of:  complaints  disputes  responses of customers - reviewing customer satisfaction survey statistics  methods of obtaining feedback from customers: - customer service discussions with employees during the course of each business day - discussions with customers - formal customer interviews - regular staff meetings that involve service discussions - seeking staff suggestions for content of customer service policies and procedures - surveys of internal customers, external customers and staff - improvements suggested by:  customers involved in complaints or disputes  suppliers  staff, supervisors and managers  industry schemes, accreditation schemes and codes of conduct aimed at improving Page: 5 of 84customer service  areas where organisational policies and procedures assist in ensuring quality customer service: - acknowledging and greeting customers - complaint and dispute management - authority for different level personnel to resolve complaints, disputes, service issues and customer compensation - loyalty programs - presentation standards for customer environment and customer service personnel - pricing and service guarantees - product quality - refunds and cancellation fees - response times - staff training for:  customer service  technical skills  objectives, components and comprehensive details of consumer protection laws that relate to customer service, and the business’ responsibility for: - nominating and charging cancellation fees - providing information on potential price increases - providing refunds - supplying products as described or substituting suitable products when unable - formats for and content of policies and procedures. Context and conditions for assessments: To comply with the assessment condition of this unit:  Angad Institute will conduct practical assessment for this unit in its class room with simulation through scenarios and roleplays where student will demonstrate ways to enhance customer service experiences.  You will have access to suitable facilities, equipment and resources, including computers, databases and templates. Page: 6 of 84 Angad Institute access to wide range of resources to develop and manage quality customer service practices. (Please refer Appendix1 at the end of this assessment tool for detailed list of assessment resources).  Knowledge assessment and role play for this unit will be conducted at Angad Institute Classrooms at 501, La Trobe Street, VIC  All the Assessors assessing the learners in this unit strictly satisfy the requirements specified in Standards for Registered Training Organisations’ requirements for assessors Resources Required: The assessor will ensure that assessment is conducted in a safe environment and you have access to the following resources for the unit. - Computers with access to internet and printers - Australian Training Product/learner guide for unit SITXCCS008 - Access to simulation through roleplays and scenarios with access to equipment and documents defined in conditions of assessment above. Clustering/holistic assessment: There is no provision for clustering of assessments in this unit. Competency Requirements: To be judged competent in this unit, you will be required to demonstrate all indicators which are shown in the Marking Guide (assessor’s document). You must satisfactorily complete all assessment tasks to be Competent (C) in the unit. Students with unsatisfactory completion of any of the assignment tasks will be deemed Not Yet Competent (NYC). Assessors will ensure that the evidence collected meets the requirements of the Rules of Evidence (authentic, current, sufficient and valid) prior to entering results into the competency record sheet. Students unsuccessful at achieving “Satisfactory” for any assessment at the first attempt will be given two opportunities for reassessment. If the student is still deemed Not Yet Competent (NYC) after two reassessments in a unit of competency student will be required to repeat the unit as per the scheduled delivery of the course. For further details, refer to Angad Institute ReAssessment Policy and Angad Institute Course Progress Policy. Page: 7 of 84Assessment tasks Assessment description Due date Location of assessment Assessment Task 1 (AT1) – Knowledge Test You are required to choose the correct option(s) from the choices given for the questions. You must present your assignment in a clear and professional manner. You will be given 60 mins to complete this task. Needs to be completed in the classroom Assessment Task 2 (AT2) – Worksheets You are required to provide answers to the questions and present the assignment in a clear and professional manner. You will be given 3 hours to complete this task. Needs to be completed in the classroom Assessment Task 3 (AT3) – Project This assessment is project based where you are required to complete a research project using a simulated environment and complete five (5) different tasks. Needs to be completed in simulated environment Assessment Task 4 (AT4) – Role Play This assessment requires you to undertake a series of roleplays to demonstrate your ability to manage quality customer service policies and procedures. Needs to be completed in simulated environment Assessment Task: To achieve competency in this unit, you must satisfactorily complete all the following assessment tasks within the date and time specified in the session plan. This will demonstrate that you have all the required skills and knowledge for this unit. Outline of evidence to be collected: You must submit the following evidence to be marked competent for this unit. Your assessor will ensure that the evidence submitted meets the Rules of Evidence which are valid, sufficient, current and authentic. Assessment Task 1 (AT1) – Knowledge Test  Completed knowledge test with questions answered and submit to your assessor electronically or paper-based.  Complete and sign the cover sheet for assessment task Assessment Task 2  Completed worksheet with questions answered and submit to your assessor electronically or paper-based. Page: 8 of 84(AT2) – Worksheets  Complete and sign the cover sheet for assessment task Assessment Task 3 (AT3) – Project  Read the project scope.  Complete all tasks given  Answer all questions Assessment Task 4 (AT4) – Role Play  Conduct role-play in a simulated environment  Role-plays can be recorded for further analysis  Complete the role-play  Answer all the questions Administration, recording and reporting requirements: You must read and follow this information carefully while completing assessments for this unit of competency and if you are unsure of any instruction, please contact your assessor to clarify. The assessments are intended to be equitable, fair and flexible. Submission of assessment: You must ensure that the completed assessment tasks are submitted along with the assessment cover sheet:  Your assessor will mark the submitted assessment, provide feedback to you and complete the comments section against each task, where applicable.  All tasks must be completed in legible English. They must also be written in legible and clear hand writing. If you chose to type your answers, you must submit a hard copy of your responses to your Trainer and Assessor.  You must submit all assessments on or before the due date specified by the assessor as per the training plan.  Extensions for individual assessment tasks may be negotiated in specific circumstances with your assessor/trainer. However, you need to provide genuine evidence documents when seeking an extension to due date (e.g. extensions due to illness will require a medical certificate). To arrange an extension, you must speak to your assessor prior to the due date.  You are permitted to use dictionaries and to seek support (as required) unless it puts in jeopardy the integrity of the assessment, your assessor will let you know if this is the case.  Unless the assessment task specifically allows pair work or group activities such as brainstorming, you must submit your own original work and must not copy the work of other students. Plagiarism is unacceptable. [Show More]

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