SITXCCS006 Provide service to customers

Write My Assignment FREE

Unit	SITXCCS006 Provide service to customers
Pre-Requisite Units	Nil
Student Name
Student ID Number
Please attach assessment evidence to this form	Result S = Satisfactory NS = Not Satisfactory NA = Not Assessed
Final Assessment Result for this Unit
Date of assessment:	Assessment 1	Case Study	S \| NS \| NA
Date of assessment:	Assessment 2	Practical Observation	S \| NS \| NA
Unit Outcome	 Competent  Not Yet Competent  Not Assessed
Re-assessment Required	 Yes  No
This form is to be completed by the assessor and used a final record of student competency. All student submissions including any associated assessment cover sheets (outlined below) are to be attached to this cover sheet before placing on the students file. Student results are not to be entered onto the Student Database unless all relevant paperwork is completed and attached to this form.
Assessor Feedback:

Student Declaration:
I declare that the evidence I have submitted for this unit
of competency is my own work and that:
 I have been assessed in this unit.
 I have been provided with feedback.
 I have been advised of my result.
 I am aware of my appeal rights.
Student name: ____________________
Signature: _____________________
Date: ____/_____/_____

Assessor Declaration:
Assessor:
I declare that I have conducted a fair, valid, reliable and
flexible assessment of this assignment in accordance to the
Principles of Assessment and the Rules of Evidence as
outlined in the Standards for RTOs 2015.
I have provided appropriate feedback. I also declare that I
have undertaken the indicated assessment integrity
checks:
 Check for plagiarism
 Check for Copying/Collusion/Authenticity (learner’s
own work)
 Cheating or use of model answers
Assessor name: ___________________
Signature: ____________________________
Date: ____/_____/_____

The purpose of assessment for this unit is to gather evidence of the student’s competence
against the elements, as well as skills and underpinning knowledge, required to Provide service
to customers.
This unit describes the performance outcomes, skills and knowledge required to communicate
effectively with and provide quality service to both internal and external customers. It requires
the ability to establish rapport with customers, determine and address customer needs and
expectations, and respond to complaints.
The unit applies to those frontline service personnel who deal directly with customers on a daily
basis and who operate with some level of independence and under limited supervision.
This includes individuals working in a range of tourism, travel, hospitality and events contexts.
No occupational licensing, certification or specific legislative requirements apply to this unit at the
time of publication.

Elements of the unit

1. Communicate with internal and external customers.

2. Follow defined organisational standards when delivering service.

3. Provide service to customers.

4. Respond to customer complaints.

5. Provide internal feedback on customer service practices.





You are to answer all questions.
Read each question carefully. Ensure you have provided all required information.
On completion, submit your assessment to your assessor.

Assessment 2 – Practical Observation
1. You are required to wear a complete uniform applicable to your area of training or as
instructed
2. Your personal presentation must reflect the standards typically expected and acceptable in
the hospitality and tourism industry.
3. You will be observed completing each of the following tasks set out below.
4. 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
service to 6 different customers:
1. 3 different internal customers
2. 3 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.
SITXCCS006 Provide service to customers
1st edition version: 1/2020
King’s Institute of Management and Technology Pty Ltd
ABN 54130306295
Address 74 ANNERLEY RD, WOOLLOONGABBA, QLD Australia 4102
Telephone – 07 3392 2920 Email: admin @kimt.edu.au
RTO Provider Code – 31766 CRICOS Provider Code – 03105M
8
Information for Students
Please read all the information given to you when you receive this assessment guide. If you do not
understand any part of this assessment guide, please inform your assessor/trainer.
To achieve competency, you must satisfactorily complete all assessment tasks within the date and
time allotted by your assessor/trainer. This will demonstrate that you have all the required skills,
knowledge for this unit. An overview of the skills and knowledge to be assessed in this unit is provided
in this Assessment Guide.
Students who present copied or plagiarised assessments are considered participants in the act of
academic misconduct which would lead to disqualification of their submitted work. (Read the section
on Plagiarism and Assessment Dishonesty below.)
The assessments are intended to be equitable, fair and flexible. All the information, skills and
knowledge being assessed by the assessments has been based on theory and skills delivered to you
during classes and meet the requirements of the unit of competency.
Submitting Assessment Tasks
You must submit assessment tasks with the provided cover sheet.
ALL tasks must be completed in legible English. It is preferable that tasks submitted for assessment
are typed. Where this is not possible or where room is provided on a paper for short answers, you
must write clearly. Unreadable assessment tasks will be returned unmarked.
You must submit assessments on or before their due date. Extensions for individual assessment
tasks may be negotiated in specific circumstances according to KIMT’s Policy and Procedures. To
arrange an extension, you must speak to your assessor prior to the due date. Extensions due to
illness will require a medical certificate. Extensions must be confirmed by trainers in writing.
Assessment Outcomes
There are two outcomes of assessments: S = Satisfactory and NS = Not Satisfactory (requires more
training and experience).
You will be awarded C = Competent on completion of the unit when your assessor is satisfied that
you have completed all assessments and have provided the appropriate evidence required to meet
all criteria. If you fail to meet this requirement you will receive the result NYC = Not Yet Competent
and will be eligible to be re-assessed in accordance with the KIMT’s policies and procedures.
Re-assessment
Students will be allowed to sit for up to two further attempts at a practical assessment item or test
question for which the outcome is Not Satisfactory within the timeframe of a course (unit of
SITXCCS006 Provide service to customers
1st edition version: 1/2020
King’s Institute of Management and Technology Pty Ltd
ABN 54130306295
Address 74 ANNERLEY RD, WOOLLOONGABBA, QLD Australia 4102
Telephone – 07 3392 2920 Email: admin @kimt.edu.au
RTO Provider Code – 31766 CRICOS Provider Code – 03105M
9
competency). Students judged as NS in an assessment will be allowed to resubmit if they have
attended all practical classes for the related unit.
Student Access to Records
Students have the right to access current and accurate records of their participation and results at
any time. You may request to see your results or attendance sheets from Administration on request.
You will be required to show proof of identification.
Support
You may seek clarification about any assessments at any time from your assessor. Your assessor will
only assist or intervene during an assessment if there is a risk of injury to yourself or one of your
class members.
Adjustments for students with special needs
Students who have special needs may be allowed reasonable adjustment in line with the KIMT’s
Policies and Procedures. This means that there may be modifications to the way in which evidence
of your competence is gathered. However, it will not change the standards or outcomes you must
achieve. It could include alternate methods of assessment the assist the student.
If you consider that you need any special considerations in relation to assessment of the unit, please
contact the Course Coordinator.
Appeals
If you are not happy with your results:
1. Your assessment may be reassessed upon appeal
2. Your assessor/trainer may provide you with alternate options of assessment in order to gain
competency depending on initial results
3. If you are still unhappy about your assessment results after following the steps mentioned
above, you may submit a formal complaint in accordance with KIMT’s Complaints and Appeals
Policy.
Plagiarism and Assessment Dishonesty
King’s Institute of Management and Technology (KIMT) is committed to ensuring that all students
behave with integrity when undertaking an assessment. Therefore, it is essential that you
understand the principles underlying assessment integrity and behave in a manner according to
these principles.
SITXCCS006 Provide service to customers
1st edition version: 1/2020
King’s Institute of Management and Technology Pty Ltd
ABN 54130306295
Address 74 ANNERLEY RD, WOOLLOONGABBA, QLD Australia 4102
Telephone – 07 3392 2920 Email: admin @kimt.edu.au
RTO Provider Code – 31766 CRICOS Provider Code – 03105M
10
Please read the following information and please ensure you have access to and have read the
plagiarism and assessment dishonesty policy. This policy can be found on the KIMT’s website and is
also discussed in your induction prior to commencing the course.
What is Plagiarism and Assessment Dishonesty?
Plagiarism is copying, paraphrasing or summarising, without appropriate acknowledgement, the
words, ideas, scholarship and intellectual property of another person. This remains plagiarism
whether or not it is with the knowledge or consent of that other person. Plagiarism has also taken
place when direct use of others’ words is not indicated, for example by inverted commas or
indentation, in addition to appropriate citation of the source.
Each individual student is responsible for ensuring that they are fully informed about methods of
acknowledgement appropriate to any piece of assessable work that they submit.
Assessment dishonesty includes plagiarism, collusion, the fabrication or deliberate
misrepresentation of data, and failure to adhere to the rules regarding examinations in such a way
as to gain unfair assessment advantage.
Collusion is the involvement of more than one individual in an instance of assessment dishonesty. All
parties involved in such collusion are in breach of the principles of assessment honesty (unless there
is good evidence of innocent involvement). “Collusion” needs to be distinguished from
“collaboration”, defined for the purposes of this document as work jointly undertaken and
produced.
Incidence of Plagiarism or Assessment Dishonesty
King’s Institute of Management and Technology (KIMT) believes any act of plagiarism and
assessment dishonesty has occurred, the student/s will be contacted and will be given an
opportunity to explain their case. Should this be repeated the student will be penalised. Penalties
include re-submitting the assessment task or unit and for repeated offences, re-sitting the unit at
student’s own cost or cancellation of enrolment.
How information will be handled: All information regarding an incident of plagiarism or assessment
dishonesty will be recorded as per KIMT’s Plagiarism and Assessment Dishonesty Policy. Only
relevant staff members will be given access to the information as required by state and federal
privacy laws.
I have read and understand the information provided above and also understand and accept that
any act of plagiarism and academic dishonesty may have penalties including cancellation or
suspension of my enrolment with King’s Institute of Management and Technology (KIMT). I further
declare that:

	All assessment work submitted for this unit competency is my own original work and plagiarism and collusion has not occurred.





Assessment work is not copied nor has not been submitted for any other unit/course.
I have taken proper care and effort to ensure my work has not been copied by another person.
I understand the consequences of engaging in plagiarism as described in KIMT’s Plagiarism and
Assessment Dishonesty Policy and I have obtained and read the Plagiarism and Assessment
Dishonesty Policy.

Student Signature: ……………………………………………………… Date: ……/……/…….
SITXCCS006 Provide service to customers
1st edition version: 1/2020
King’s Institute of Management and Technology Pty Ltd
ABN 54130306295
Address 74 ANNERLEY RD, WOOLLOONGABBA, QLD Australia 4102
Telephone – 07 3392 2920 Email: admin @kimt.edu.au
RTO Provider Code – 31766 CRICOS Provider Code – 03105M
12
This page is intentionally left blank
SITXCCS006 Provide service to customers
1st edition version: 1/2020
King’s Institute of Management and Technology Pty Ltd
ABN 54130306295
Address 74 ANNERLEY RD, WOOLLOONGABBA, QLD Australia 4102
Telephone – 07 3392 2920 Email: admin @kimt.edu.au
RTO Provider Code – 31766 CRICOS Provider Code – 03105M
13
Assessment Cover Sheet
ASSESSMENT 1: Case Study

Student Name
Student ID Number
Unit(s) of Competency and Code(s)	SITXCCS006 Provide service to customers
Trainer/Assessor
Assessment Task	Case Study
Date of Assessment
Assessment Outcome	 Satisfactory  Not Satisfactory  Not Assessed
Comments /Feedback
Statement of Authenticity
I acknowledge that I understand the requirements to complete the assessment tasks
The assessment process including the provisions for re-submitting and academic appeals were explained to me and I understand these processes
I understand the consequences of plagiarism and confirm that this is my own work and I have acknowledged or referenced all sources of information I have used for the purpose of this assessment
I have made a photocopy or electronic copy or photograph of my assessment task, which I can produce if the original is lost.
Student Signature: Date: / /2020
I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback. I also declare that I have undertaken the indicated assessment integrity checks.
Assessor Signature: Date: / /2020

Assessment Method

You are required to address each question in this assessment.
Once you have completed all questions, check all responses and calculations.
Your trainer will be providing you with feedback.

Submission instructions

The student is to submit the completed assessment with all answers to the trainer.
Ensure that the student includes the assessment cover sheet and signs the declaration section.
The assessment task is due on the date specified by the assessor.

Assessment conditions

This is an individual online assessment.
The student must complete this task independently.
The student must complete this task in the space provided in this assessment tool. If the student
needs more space, please provide additional attachments and ask the student to attach those to
this assessment tool.

What will be assessed
The purpose of this assessment is to assess you underpinning knowledge to complete the tasks
outlined in the elements and performance criteria for this unit of competency and relating to the
following aspects:

 principles of quality customer service and positive communication
 appropriate non-verbal communication for customer service:
o body language
o culturally specific communication customs and practices
o dress and accessories
o gestures and mannerisms
o use of space
o voice tonality and volume
 methods for enhancing service delivery in response to staff and customer feedback
specific industry sector:
o professional service standards expected of service industry personnel
o attitudes and attributes expected by the service industries to work with customers
o standards of personal presentation and hygiene
o different customer service and communication expectations, especially those with special
service needs
 particular organisation:
o types of customers
 external
 internal
 new
 regular or repeat
 visitors
o designated response times for acknowledging customers and their enquiry
o personal presentation and hygiene standards
 customer service policies and procedures, in particular those for:
o acknowledging and greeting customers
o complaint and dispute management
o empowerment of different levels of personnel to resolve complaints, disputes, service
issues and customer compensation
o loyalty programs
o presentation standards for customer environment, customer service personnel, and
documents and promotional materials
o pricing guarantees
o product quality
o refunds and cancellation fees
o response times
o service guarantees
o training staff for customer service and complaint handling
 awareness of special needs, customs and practices of various social and cultural groups of
customers in regards to:
o modes of greeting, farewelling and conversation
o body language and body gestures
o formality of language

o clothing
 methods of collecting feedback:
o formal:
 surveys
 interviews
 structured questioning
o informal:
 observation
 casual discussion
 essential features, conventions and usage of different types of communication techniques
and equipment.

Resource Requirements

Computer with access to email, printer and teacher’s email address.

SITXCCS006 Provide service to customers
1st edition version: 1/2020
King’s Institute of Management and Technology Pty Ltd
ABN 54130306295
Address 74 ANNERLEY RD, WOOLLOONGABBA, QLD Australia 4102
Telephone – 07 3392 2920 Email: admin @kimt.edu.au
RTO Provider Code – 31766 CRICOS Provider Code – 03105M
18
Assessment 1
Case Study
Your task: Read the following letter and answer the questions below. Each question must be
completed.
25A/ 368 Lexington Avenue
Manhattan
New York 10037
USA
Dear Sir/Madam
My family and I have recently experienced a 5 day stay in your hotel. This was our first visit to Australia and a special treat
for our teenage children. Unfortunately we have returned home very disappointed with our holiday. As a customer service
manager myself, I feel it worth bringing to your attention some downfalls in your hotel operation.
Firstly, we had pre-booked a private transfer from the airport to your accommodation via your reservation department.
Although I did not receive any written confirmation your employee Jane assured me via a telephone conversation that she
would organise this. As we arrived after a tiring 20 hour flight this service was nowhere to be seen, instead we had to catch
a taxi. To make matters worse, the driver had no idea where your hotel was located so we were driven via a considerably
longer route to your establishment.
On arrival your two bellhops were stationed at their desk, but seemed to be more preoccupied with what I believe to be
‘internet surfing’ than helping us with our bags. They were slouched over the desk engrossed in whatever they were viewing
on the computer screen. We consequently shifted our luggage in from the taxi ourselves.
The service in your reception area wasn’t much better! The girl at first had trouble locating our reservation and then when
she did she told us, rather abruptly, that we would have to wait another hour until our room would be ready. Although we
did request an early arrival, and only arrived a little before the check in time of 1pm, I was surprised that allowances couldn’t
have been made considering we have travelled from such a far distance and were all extremely tired and jetlagged. At this
time I also questioned the ‘missing’ airport transfer for which I was not given any apology, just told that it would be
investigated. During my stay not one representative from your venue provided any explanation. To make matters worse the
charge was still placed on my bill which I then had to dispute on departure. Further, I found the receptionist’s attire to be
less than desirable. Her uniform seemed to be stained, ill fitting and missing a button. Her hair was long and it hung over
her face. She had multiple piercings in each ear. I would be interested to see your establishment’s dress code.
The rest of the stay didn’t improve. We had requested an early morning maid’s service each day but on two occasions we
arrived back to our room after 3pm and the rooms still hadn’t been made up. Our ‘included’ breakfast caused confusion
each morning, with the restaurant cashier having to verify this each day with the front desk. On one occasions we booked a
table in your fine dining restaurant with a request for kosher provisions. We were told that this was no problem; however
the chef in charge confused kosher with halal provisions on that occasion and our celebration dinner consisted of a selection
of vegetables instead. Finally on our last day the requested wakeup call was not provided and consequently we had to skip
breakfast and hasten our departure to catch our return flight.
This holiday to Australia was a complete disappointment. My wife and I had planned and saved for this trip a year in advance.
It is unlikely now that we will ever return to Australia and I will ensure that if any of our friends do make the trip that they
avoid your hotel accommodation and your entire chain of properties.
Regards
SITXCCS006 Provide service to customers
1st edition version: 1/2020
King’s Institute of Management and Technology Pty Ltd
ABN 54130306295
Address 74 ANNERLEY RD, WOOLLOONGABBA, QLD Australia 4102
Telephone – 07 3392 2920 Email: admin @kimt.edu.au
RTO Provider Code – 31766 CRICOS Provider Code – 03105M
19
Hank Washington Jnr
__________________________________________________________________________________________
________
1. The Washington family was very disappointed with their Hotel Futura stay. Identify 8 problems
they experienced and provide a suggestion for more appropriate service/behaviour/
communication.

Downfalls	Recommended Standard
1.
2.
3.
4.

Step-by-Step Procedure

3. If you felt the complaint was above your scope of responsibility, who would you recommend to
intervene and assist?
SITXCCS006 Provide service to customers
1st edition version: 1/2020
King’s Institute of Management and Technology Pty Ltd
ABN 54130306295
Address 74 ANNERLEY RD, WOOLLOONGABBA, QLD Australia 4102
Telephone – 07 3392 2920 Email: admin @kimt.edu.au
RTO Provider Code – 31766 CRICOS Provider Code – 03105M
22

Response

4. Assume that Mrs Washington has a mobility impairment and is confined to a wheelchair.
Provide 6 service provisions that could be extended to Mrs Washington relevant for the Tourism
and Hospitality industry

Service provisions

5. Unlike the Washingtons, some guests of Hotel Futura do not speak English. List 5 techniques you
could employ to be able to better communicate with non-English speaking customers.

Techniques to communicate where language barriers exist

Characteristics of an effective team
1.
2.
3.
4.
5.
6.
7.

Provisions to provide for cultural requirements

9. The General Manager of Hotel Futura has delegated the responsibility of fixing the internal
problems highlighted in Mr Washington’s letter to the 4 department managers. List at least 6
steps the team of managers should follow in order to get the task completed.

Steps to resolve the internal service issues identified by the Washington family

10. Draft a letter of reply to Mr Washington, apologising and thanking him for bringing the service
downfalls to your attention. Ensure that your reply letter is structured in alignment with the
‘rules’ of written communication (accuracy, simplicity, sequential flow of thoughts and use of an
appropriate and professional tone).
Print the letter and attach it to this case study.
11. List all the policies and procedures which should be in place in the establishment to prevent the
occurrences in this case study. What would these need to include?

Policies or Procedures

Details to be included

Formal method of collecting feedback

Informal method of collecting feedback

Student Name
Student ID Number
Unit(s) of Competency and Code(s)	SITXCCS006 Provide service to customers
Trainer/Assessor
Assessment Task	Practical Observation
Date of Assessment
Assessment Outcome	 Satisfactory  Not Satisfactory  Not Assessed
Comments /Feedback
Statement of Authenticity
I acknowledge that I understand the requirements to complete the assessment tasks
The assessment process including the provisions for re-submitting and academic appeals were explained to me and I understand these processes
I understand the consequences of plagiarism and confirm that this is my own work and I have acknowledged or referenced all sources of information I have used for the purpose of this assessment
I have made a photocopy or electronic copy or photograph of my assessment task, which I can produce if the original is lost.
Student Signature: Date: / /2020
I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback. I also declare that I have undertaken the indicated assessment integrity checks.
Assessor Signature: Date: / /2020

Assessment Method

1. You are required to wear a complete uniform applicable to your area of training or as instructed
2. Your personal presentation must reflect the standards typically expected and acceptable in the hospitality
and tourism industry.
3. You will be observed completing each of the following tasks set out below.
4. 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
service to 6 different customers:
1. 3 different internal customers
2. 3 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.

Submission instructions

Ensure that the student completes the assessment cover sheet and signs the declaration section.
The assessment task is due on the date specified by the assessor.

Assessment conditions

Skills must be demonstrated in an operational business environment where customers are served. This can be:
 an industry workplace
 a simulated industry environment.
Assessment must ensure access to:
 organisational policies, procedures and templates relating to:
 customer service standards
 designated response times
 presentation standards
 procedures for dealing with customer complaints
 customer surveys and feedback collection
 recording and reporting customer feedback
 internal and external customers with different cultural backgrounds and special service needs with whom
the individual can interact; these can be:
 customers in an industry workplace during the assessment process; or
 individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a
simulated industry environment operated within a training organisation.
Assessors must satisfy the Standards for Registered Training Organisations requirements for assessors.

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 quality customer service to three different internal and three
different external customers to meet requirements
provide service to above customers in line with organisational customer service standards and within designated
organisational response times
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 above service.

Resource Requirements

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

Assessment 2
Your task:
PART A
You will be observed demonstrating how you identify customer requirements and provide effective service to 6 different
customers as listed in the table below.

Instance	Date	Duration from … to…
Instance 1:	Customer service to 1 internal customer
Customer profile – Details:
What is the service provided:
Instance	Date	Duration from … to…
Instance 2:	Customer service to 1 internal customer
Customer profile – Details:
What is the service provided:
Instance	Date	Duration from … to…
Instance 3:	Customer service to 1 internal customer
Customer profile – Details:
What is the service provided:
Instance	Date	Duration from … to…
Instance 4:	Customer service to 1 external customer

Customer profile – Details:
What is the service provided:
Instance	Date	Duration from … to…
Instance 5:	Customer service to 1 external customer
Customer profile – Details:
What is the service provided:
Instance	Date	Duration from … to…
Instance 6:	Customer service to 1 external customer
Customer profile – Details:
What is the service provided:

Criteria – 3 Internal Customers	1.Instance	2.Instance	3.Instance
Communication, organisational standards and service provisions	S	NYS	S	NYS	S	NYS	Comments
The presence of a customer is recognised
Where engaged in a task (phone etc.) the customer is acknowledged
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
Active questioning is used to clarify or verify customer enquiries
Where a call is received, the phone is answered to organisational procedures – guideline of maximum 3 rings
Where a communication medium using voice is used, the student speaks in a polite, friendly manner
Where a written communication takes place, the greeting and format of correspondence is correct and appropriate for the purpose
All external correspondence is followed up within organisational timeframes
External enquiries including quotes or orders are responded to by using a communication medium as specified by the organisation (for example email/ in writing)
Products are demonstrated and explained
Products matching suitability are emphasised
Where relevant, options are offered
The body language/ signals of the customer are considered
Opportunities for suggestive or up-selling are used appropriately
The service is provided in a time efficient manner
Operational issues are identified promptly and acted upon:
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
Provide feedback on customer service
Any issues are reported
Pro-actively seeks feedback on service provided from customer
Feedback from customers is recorded and communicated with supervisors/colleagues as relevant
Criteria – 3 External Customers	1.Instance	2.Instance	3.Instance
Communication, organisational standards and service provisions	S	NYS	S	NYS	S	NYS	Comments
The presence of a customer is recognised
Where engaged in a task (phone etc.) the customer is acknowledged
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
Active questioning is used to clarify or verify customer enquiries
Where a call is received, the phone is answered to organisational procedures – guideline of maximum 3 rings
Where a communication medium using voice is used, the student speaks in a polite, friendly manner
Where a written communication takes place, the greeting and format of correspondence is correct and appropriate for the purpose

All external correspondence is followed up within organisational
timeframes

External enquiries including quotes or orders are responded to by
using a communication medium as specified by the organisation
(for example email/ in writing)

Products are demonstrated and explained

Products matching suitability are emphasised

Where relevant, options are offered

The body language/ signals of the customer are considered

Opportunities for suggestive or up-selling are used appropriately

The service is provided in a time efficient manner

Operational issues are identified promptly and acted upon

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

Provide feedback on customer service

Any issues are reported

Pro-actively seeks feedback on service provided from customer

Feedback from customers is recorded and communicated with
supervisors/colleagues as relevant

OVERALL RESULT OF ASSESSMENT	Satisfactory Not Yet Satisfactory
Feedback to Student:
Assessor(s) Signature(s):	Date
Student Signature	Date

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…
Instance 1:	Responding to a customer complaint
Customer profile – Details:
Customer Complaint nature:
Instance	Date	Duration from … to…
Instance 2:	Responding to a customer complaint
Customer profile – Details:
Customer Complaint nature:
Instance	Date	Duration from … to…
Instance 3:	Responding to a customer complaint
Customer profile – Details:
Customer Complaint nature:

Criteria	1.Instance	2.Instance	3.Instance
Respond to complaints	S	NYS	S	NYS	S	NYS	Comments

The presence of a customer is recognised

Where engaged in a task (phone etc.) the customer is
acknowledged

The customer is prioritised over any work duties undertaken

The customer is greeted in a friendly, professional manner

Appropriate methods are used to enquire about customer’s needs

The issue is identified and clarified

Active listening is used to identify customer’s needs

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 routine issues according to own level of
responsibility

Where issue remains unsatisfactory the procedure for assistance
from a supervisor is explained to the customer

The customer is introduced to the supervisor/superior and the
matter is escalated as instructed for the purpose of the
assessment

The customer is farewelled in a professional manner

All details are recorded or stored as relevant

The organisational policies and procedures have been followed

Provide internal feedback on customer service practices

Pro-actively seeks feedback on service provided from customer

Feedback from customers is recorded and communicated with
supervisors/colleagues as relevant

Recurring problems and complaints from customers are
communicated with superiors as per organisational procedures.

OVERALL RESULT OF ASSESSMENT	Satisfactory Not Yet Satisfactory
Feedback to Student:
Assessor(s) Signature(s):	Date
Student Signature	Date

The post SITXCCS006 Provide service to customers appeared first on My Assignment Online.

Plagiarism Free Assignment Help

Expert Help With This Assignment — On Your Terms

✓ Native UK, USA & Australia writers ✓ Deadline from 3 hours ✓ 100% Plagiarism-Free — Turnitin included ✓ Unlimited free revisions ✓ Free to submit — compare quotes

Write My Assignment FREE Get A Free Quote →

Expert Help With This Assignment — On Your Terms

Share this:

Like this:

Related Posts