SITXCCS007 Customer service exp

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Charles Darwin University *

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SIT40516

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Business

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Jan 9, 2024

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SITXCCS007 Enhance Customer Service Experiences Assessment Tool Mode | Classroom Delivery

Assignment Cover Sheet Student ID BIC220029 Student Name Thuy Quynh Truong Unit SITXCCS007 Enhance Customer Service Experiences Assessment Task - Title/Number Trainer/Assessor Date Submitted 02/10/22 Note : Plagiarism/Cheating is a serious offence. If a student is found plagiarising/cheating, it may result in a penalty of suspension/cancellation of student’s enrolment. In submitting their work, students must be aware of college’s Plagiarism and Academic Misconduct Policy available in student handbook, college’s website and student administration . Declaration of Originality: By submitting this assignment for assessment, I acknowledge and agree that:  This assessment task/work is submitted in accordance with the college’s Plagiarism and Academic Misconduct Policy . I also understand the serious nature of academic dishonesty (such as plagiarism) and the penalties attached to being found guilty of committing such offence  No part of this assessment task/work has been copied from any other source without acknowledgement of the source  No part of this assessment task/work has been written by any other person, except to the extent of team and/or group work as defined in the unit/assessment task  A copy of the original assessment task/work is retained by me and that I may be required to submit the original assignment to the trainer/assessor upon request  The trainer/assessor may, for the purpose of assessing this assessment task/work: o Provide a copy of this assignment to another member of the faculty for review and feedback; and/or o Submit a copy of this assignment to a plagiarism checking service. I acknowledge that a plagiarism checking service provider may then retain a copy of this assessment task/work on its database for the purpose of future plagiarism checking Late submission: Late submission without a prior approval of the trainer/assessor will not be accepted and may delay the assessment outcome. You may also need to resubmit work as per college’s Reassessment Policy . I declare that this assessment is my own work. Student signature: Quynh Date: 19/9/2022 ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ Admin Use Only Received | Date Stamp Comments (if any) SITXCCS007 Enhance Customer Service Experiences Assessment tool | V 2.1 | Sep 2019 Australian English Colleges t/a Australian College of Hospitality and Business Management Provider Code: 45215 | CRICOS Provider Code 03630A Page 2 of 30

SITXCCS007 Enhance Customer Service Experiences Supporting: BSB40215 Certificate IV in Business; May also support other qualifications based on respective packaging rules © Skillworks Australia Pty Ltd, 2018 Copyright: Provided under license from Skillworks Australia Pty Ltd. All rights reserved. This document and its contents are protected by Australian and International copyright laws. No part of this document may be reproduced or transmitted in any form or by any means, electronically or mechanically, including photography, scanning, recording or any information storage or retrieval system, without permission in writing from the copyright owner. Information and/or resources used from the Commonwealth, government agencies, training.gov.au, public domain information, or any other external sources do not constitute copyright and remain the property of the original authors/agencies. All the websites and external resources mentioned in this publication, including any information linked to or referred to public domain information, are copyrighted to their respective owners. Web links are used as examples for reference purpose only and may have changed since publication of this resource. Skillworks Australia Pty Ltd or the author do not claim endorse the views expressed by them. Skillworks Australia Pty Ltd ACN: 153 650 894 Assessment Summary Read all the instructions below before attempting the assessment task. Assessment tasks are tools used to SITXCCS007 Enhance Customer Service Experiences Assessment tool | V 2.1 | Sep 2019 Australian English Colleges t/a Australian College of Hospitality and Business Management Provider Code: 45215 | CRICOS Provider Code 03630A Page 3 of 30

determine if you have the knowledge and skills to complete tasks to industry standards within the workplace. Your trainer/assessor will help you throughout this task and it is your responsibility to provide enough evidence to justify a competent decision by the trainer/assessor. If you do not understand the questions or what is required, ask your trainer/assessor for assistance. For group assessments, all students are to contribute to the assessment tasks. You can work in groups up to a maximum of four people. You are to complete all tasks by the due date and assessments must have a coversheet attached. If you think you do not have enough time to complete the tasks by the due date, discuss with the trainer/assessor the reasons of why you cannot submit on time. Writing your responses When answering questions, ensure that your answers are detailed enough to so the assessor can draw a conclusion that you have the knowledge and/or skills to demonstrate competency. Handwritten answers must be written in blue or black pen. When producing reports, ensure that your project has a title page, table of contents, page numbers, reference list, ensuring that your answers thoroughly match the questions asked. Answer all questions in your own words to avoid plagiarism. Plagiarism is copying someone else’s work or ideas and saying that it your own work. Sources of work must be properly referenced, outlining the source of your ideas. Penalties may include having to resubmit the assessment task again, repeating the Unit of competency, or for repeat plagiarism, expulsion from Australian College of Hospitality & Business Management. Marking of Assessments On submission of your assessment will be marked for a result of either Satisfactory (S) or Not Yet Satisfactory (NYS). If you receive a NYS result, you will be asked to redo the tasks again. To achieve a competent result with this unit, all tasks need to be completed and marked as satisfactory. Your trainer/assessor will provide feedback to you on each task, outlining where you must improve to achieve a Satisfactory (S) result. When all tasks are marked as Satisfactory (S), you will receive a result of Competent (C) for this unit otherwise, you will be marked Not Yet Competent (NYC). Assessments submitted to the trainer/assessor after the due date may not be accepted, and you may have to pay a resubmission fee / adjustment may apply. Students with Special Needs If leaners/learners have any special needs (e.g. physical disability, learning difficulty) regarding assessment, they should be directed to discuss these with the Course Coordinator/Academic Manager. The college will endeavour to make all possible and reasonable adjustments to any aspect of assessment in order to address those needs. Some examples of additional support could include:  Language, literacy and numeracy (LLN)  Assistive technology  Additional materials or tutorials  Assistance in using technology for online delivery components. Reasonable adjustment Reasonable adjustment refers to any modification made to the learning environment, certification requirements, training delivery or assessment method to help learners with a disability access and participate in education and training on the same basis as those without disability (IBSA, 2015). The Disability Standards for Education 2005 were formed under the Disability Discrimination Act 1992. They clarify the obligations of training providers to ensure that learners who have a disability are able to access and participate in education and training on the same basis as those without disability. Some examples of reasonable adjustments could include: SITXCCS007 Enhance Customer Service Experiences Assessment tool | V 2.1 | Sep 2019 Australian English Colleges t/a Australian College of Hospitality and Business Management Provider Code: 45215 | CRICOS Provider Code 03630A Page 4 of 30

 Personal support services, e.g. a reader, Auslan interpreter, a scribe  assistive technology or special equipment, e.g. screen readers, magnifiers, alternative keyboards  modifying the presentation method, e.g. visual, oral, print, electronic  adjustments to timeframes, e.g. providing materials prior to class, extended time limits  adjustment of the physical environment, e.g. specific furniture, arrangement of classroom. The determination of “reasonableness” requires judgement that must take into account the impact on the RTO and the need to maintain the integrity of the qualification. While reasonable adjustments can be made to the ways in which evidence of performance is gathered and demonstrated, the criteria for making Competent/Not Yet Competent decisions (and/or awarding grades) should not be altered in any way. That is to say, the standards expected should be the same irrespective of the group and/or individual being assessed (Disability Standards for Education 2005). Skill Recognition and Credit Transfer Appropriate credit(s) may be granted to eligible students against each unit of competency on presentation of evidence of successful completion of the same unit in an equivalent or higher qualification. Under the Australian Qualifications Framework, this qualification recognises competencies achieved as part of a Nationally Recognised Qualification from other institutes or universities. Students may also apply for Recognition of Prior Learning (RPL) by providing evidence that they have the required skills and knowledge in the specific areas of competency through work/industry experience and/or completed eligible assessments in equivalent or higher qualification. Please refer to college’s RPL/Credit Transfer Policy for more information and applicable procedures. The policy is available either through the faculty coordinator or college’s website. Academic Policies and Procedures Applicable policies and procedure related to this course including plagiarism, assessments, appeals and complaints, can be found with the course coordinator as well as in the “Policies and Procedures” section of the college’s website. Submission of Work All the written works must be submitted in a hard copy, and an additional soft/electronic copy if required by the trainer/assessor, with an accompanying “Assessment Cover Sheet”. Each Assessment Cover Sheet should be signed by the student and must contain student details and date of submission. Material submitted for assessment—Word processed assignments, reports, essays, projects, etc. must contain student’s name, ID (if available). Within the context of these assessment tasks, the assessor fulfils the role of client, manager or supervisor, as applicable. Work submitted for “approval” within this context must demonstrate care and attention to detail, such that the student inspires confidence that the work is being undertaken competently. Where soft copy/electronic files are submitted, students are encouraged to name the files according to established procedure. This would typically include a course or unit code, assessment or submission code, and in the case of multiple files an alphanumeric identifier. Multiple files may also be required to be submitted within an enclosing folder (with similar, appropriate naming conventions) or archive format—e.g. zip. Follow submission guidelines in each assessment task for specific instructions. SITXCCS007 Enhance Customer Service Experiences Assessment tool | V 2.1 | Sep 2019 Australian English Colleges t/a Australian College of Hospitality and Business Management Provider Code: 45215 | CRICOS Provider Code 03630A Page 5 of 30

Unit Overview: This unit describes the performance outcomes, skills and knowledge required to provide professional and personalised customer service experiences. It requires the ability to determine and meet customer preferences, develop customer relationships, respond to difficult service situations, and take responsibility for resolving complaints. The unit applies to those who deal directly with customers on a daily basis and who operate independently or with limited guidance from others. It includes senior frontline sales personnel, supervisors and managers who use discretion and judgement to provide quality customer service experiences. Learning Outcomes On successful completion of this unit, the learner/trainee will be able to;  Provide a quality service experience  Proactively respond to difficult service situations.  Resolve customer complaints.  Develop customer relationships. As well as demonstrating the performance criteria, to be assessed as competent, the learner must demonstrate their ability to apply the required knowledge and skills in a range of situations. These are summarised in the Competency Standards section below. Performance Criteria The following performance criteria specify the required level of performance for each of the elements of competency: Element Performance Criteria 1. Provide a quality service experience. 1.1. Determine and confirm customer preferences, needs and expectations. 1.2. Advise customers about appropriate products and services to meet their needs. 1.3. Anticipate customer preferences, needs and expectations throughout the service experience. 1.4. Promptly provide products and services with professional and personalised service to meet individual preferences. 1.5. Offer extras and add-ons and provide tailored and additional products and services. 1.6. Check actioning of special requests before customer delivery. 1.7. Liaise with team members and suppliers to ensure efficient service delivery. 1.8. Share customer information with team members to ensure quality service. 2. Proactively respond to difficult service situations. 2.1.Identify problems with products and services and take immediate action to address before provision to customer. 2.2. Anticipate delays in product and service provision and regularly update customer on expected outcomes. 2.3. Advise customers of alternative products and services. SITXCCS007 Enhance Customer Service Experiences Assessment tool | V 2.1 | Sep 2019 Australian English Colleges t/a Australian College of Hospitality and Business Management Provider Code: 45215 | CRICOS Provider Code 03630A Page 6 of 30

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