SITXCCS016 Jasvir Kaur (1)

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Australian Institute of Management *

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SITXCCS303

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Information Systems

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Feb 20, 2024

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docx

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The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au SITXCCS016 - Develop and manage Quality Customer Service Practices StudentPack What is the purpose of this document? TheStudentPack is the document you, thestudent, needs to complete to demonstrate competency. This document includes the context and conditions of your assessment, the tasks to be completed by you and an outline of the evidence to be gathered. The information includes the following:  Information related to the unit of competency  Guidelines and instructions to complete each task and activity  A student evaluation form Student Evaluation Form These documents are designed after conducting thorough industry consultation. Studentsare encouragedto evaluate this document and provide constructive feedback to their training organisation if they feel that this document can be improved. Link to other unit documents  The StudentPack is a document for students to complete to demonstrate their competency. This document includes context and conditions of assessment, tasks to be administered to the student, and an outline of the evidence to be gathered from the student.  The Unit Mapping is a document that contains information and comprehensive mapping with the training package requirements.  The Unit Requirements is a document that contains information related to the unit of competency for the Training Organisationstaff andstudents. Assessment Plan Evidence number/ Task number Assessment method/ Type of evidence/ Task name Assessment task 1 Knowledge Test (KT) Assessment task 2 Skills Test (ST) Assessment task 3 Role Play Pre-Assessment Checklist: Task 1 - Knowledge Test The purpose of this checklist BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 1 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au The pre-assessment checklist helps students determine if they are ready for assessment. The trainer/assessor must review the checklist with the student before the student attempts the assessment task. If any items of the checklist are incomplete or not clear to the student, the trainer/assessor must provide relevant information to the student to ensure they understand the requirements of the assessment task. The student must ensure they are ready for the assessment task before undertaking it. Section 1: Information for Students  Make sure you have completed the necessary prior learning before attempting this assessment.  Make sure your trainer/assessor clearly explained the assessment process and tasks to be completed.  Make sure you understand what evidence is required to be collected and how.  Make sure you know your rights and the Complaints and Appeal process.  Make sure you discuss any special needs or reasonable adjustments to be considered during the assessment (refer to the Reasonable Adjustments Strategy Matrix - Appendix A and negotiate these with your trainer/assessor).  Make sure that you have access to a computer and the internet (if you prefer to type the answers).  Make sure that you have all the required resources needed to complete this assessment task.  The due date of this assessment task is in accordance withyour timetable.  In exceptional (compelling and compassionate) circumstances, an extension to submit an assessment can be granted by the trainer/assessor. Evidence of the compelling and compassionate circumstances must be provided together with your request for an extension to submit your assessment work.  The request for an extension to submit your assessment work must be made before the due date. Section 2: Reasonable adjustments I confirm that I have reviewed the Reasonable Adjustments guidelines and criteria as provided in Appendix A and attached relevant evidence as required and select the correct checkbox. ☐ I do require reasonable adjustment. Please tick the above ONLY if you require a reasonable adjustment. Declaration (Student to complete)  I confirm that the purpose and procedure of this assessment taskhas been clearly explained to me.  I confirm that I have been consulted about any special needs I might have in relation to the assessment process.  I confirm that t he criteria used for this assessment has been discussed with me, as have the consequences and possible outcomes of this assessment.  I confirm I have accessed and understand the assessment information as provided in the Training Organisation’s Student Handbook.  I confirm I have been given fair notice of the date, time, venue and/or other arrangements for this assessment.  I confirm that I am ready for assessment. Student Name: ___Jasvir Kaur ___________________________________ Student Signature: ___Jasvir Kaur ________________________________ BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 2 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au Assessment method-based instructions and guidelines: Knowledge Test Assessment type  Written Questions Instructions provided to the student: Assessment task description:  This is the first (1) assessment task youmustsuccessfully complete to be deemed competent in this unit of competency.  The Knowledge Testis comprisedof twenty-seven (27) written questions  You must respond to all questions and submit them to your Trainer/Assessor.  You must answer all questions to the required level, e.g. provide an answer within the required word limit, to be deemed satisfactory in this task  You will receive your feedback within two (2) weeks, and you will be notified byyour Trainer/Assessor when your results are available. Applicable conditions:  All knowledge tests are untimed and are conducted as open book assessment (this means you can refer to your textbook during the test).  You must read and respond to all questions.  You may handwrite/use a computer to answer the questions.  You must complete the task independently.  No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or Not Satisfactory.  As you complete this assessment task,you are predominately demonstrating your written skills and knowledge to your trainer/assessor. Resubmissions and reattempts:  Where a student’s answers are deemed not satisfactory after the first attempt, a resubmission attempt will be allowed.  The student may speak to their trainer/assessor if they have any difficulty in completing this task and require reasonable adjustments.  For more information, please refer to the Training Organisation’sStudent Handbook. Location:  This assessment task may be completed in: ☐ a classroom ☐ learning management system (i.e. Moodle), ☐ workplace, ☐ or an independent learning environment.  Your trainer/assessor will provide you withfurther information regarding the location for completing this assessment task. Instructions for answering the written questions:  Complete a written assessment consisting of a series of questions.  You will be required to answer all the questions correctly.  Do not start answering questions without understanding what is required. Read the questions BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 3 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au carefully and critically analyse them for a few seconds; this will help you to identify what information is needed in the answer.  Your answers must demonstrate an understanding and application of the relevant concepts and critical thinking.  Be concise, to the point and write answers within the word-limit given to each question.Do not provide irrelevant information. Remember, quantity is not quality.  You must write your responses in your own words.  Use non-discriminatory language. The language used should not devalue, demean, or exclude individuals or groups based on attributes such as gender, disability, culture, race, religion, sexual preference or age. Gender-inclusive language should be used.  When you quote, paraphrase, summarise or copy information from other sources to write your answers or research yourwork, always acknowledge the source. Purpose of the assessment The purpose of this assessment task is to assess the students’ knowledge essential to develop and manage quality customer service practices in a range of contexts and industry settings: • Knowledge to provide customer services according to specific industry’s standard. • Knowledge of roles and responsibilities of management, supervisors and operational personnel. • Knowledge of impact that internal and external environment changes can have on customer services. • Knowledge of customer research procedures and methods to assess information about customer satisfaction. • Knowledge of implementing changes in quality services. • Knowledge of assessing the appropriateness and effectiveness of customer service practices in the organisation. • Knowledge of resolving complaints and disputes and examining business performance • Knowledge of various feedback mechanisms to obtain important information from internal and external customers. • Knowledge of the components of customer protection laws related to customer services. Task instructions  This is an individual assessment.  To ensure your responses are satisfactory, consult a range of learning resources and other information such as handouts, textbooks, learner resources etc.  To be assessed as Satisfactory in this assessment task, all questions must be answeredcorrectly. Assessment Task 1: Knowledge Test Provide your response to each question in the box below. Q1: Define formal and Informal research techniques to obtain information on customer needs, expectations and satisfaction levels. Write your answer in 50-100 words. Satisfactory response Yes ☐ No ☐ BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 4 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au Statistically sound insights into the requirements, expectations, and satisfaction of customers are obtained by formal research approaches, which include structured methodologies like surveys, questionnaires, and data analysis. On the other hand, informal tactics provide qualitative, anecdotal information through less formal methods including focus groups, interviews, and social media monitoring. In order to help businesses better understand their customers' preferences and meet their needs, these approaches help them create products and services that are tailored to their needs. Q2: Name any six (6) methods to provide opportunities for customers and staff to give feedback on products and services. Satisfactory response Yes ☐ No ☐ 1. Surveys: Sending out paper or internet questionnaires to collect organised input. 2. Focus Groups: Organising small conversation sessions with clients to investigate perspectives in-depth. 3. Customer Interviews: Interviewing customers one-on-one in order to obtain comprehensive insights. 4. Social media monitoring: keeping tabs on mentions, reviews, and comments on various social media sites. 5. Feedback Forms: Utilising online or in-store forms to gather immediate feedback. 6. Internet Reviews: observing and replying to user feedback on sites such as Yelp or Google Q3: Mention any three (3) internal and any three (3) external environments that you should review to make ensure they may not affect the planning for quality service? Satisfactory response Yes ☐ No ☐ Inside Environments: Evaluating the company's values and beliefs that impact the quality of its services is known as organisational culture. Staff Skills and Training: Examining employee competencies to make sure they meet service requirements. Operational Processes: Analysing internal workflows and protocols to pinpoint areas in need of development. BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 5 of 64

The Imperial College of Australia A.B.N. 85 123 406 039 212 Hoddle Street, Abbotsford, Victoria 3067 (Australia) Tel 61 3 9417 4777 Web www.imperial.edu.au Email info@imperial.edu.au External Settings: Market Competition: staying ahead of the competition in the industry by examining their service offerings. Recognising the economic trends that could affect the demand for services. Expectations from Customers: Keep an eye on outside influences that are influencing consumer expectations so that service plans can be adjusted appropriately. 4. Read the below case study/scenario and answer the following questions: Samantha Rohan is a customer service manager, travelling to Melbourne for a job-visit from Sydney. She has been hired on behalf of a conglomerate that runs a series of hospitality businesses including motels, hotels, amusement parks and others. Lately, the company has been experiencing quite a bit of negative media attention relating to its short term stay holdings. Many of the employees had worked in the businesses for many years, from when the company was a much smaller player. The management and senior staff are considered exemplary employees who have a proven track record in meeting the required targets. The accommodation is included free of charge for Samantha;however in order to obtain a firsthand account, the board has provided some unique vouchers which allow Samantha to book any facility she wishes in Melbourne, through one of the online portals. Further, the board has not informed anyone of the new arrangements Samantha, as they wish to seek an independent opinion on the situation. Samantha has selected the Meadow Leaf Motel inn for the first part of her stay and the Sky Deck Hotel for the remainder. She will be staying for two nights at each establishment. Samantha has flown down from Melbourne and after an exhausting day, arrived at the Meadow Leaf Motel Inn. Upon arrival, she discovers an unattended reception facility, with no notification system (such as a bell and/or buzzer). Finally, a receptionist appears, asking in an abrupt manner what she can do for her; with no apology or welcoming greeting. Fighting off exhaustion, Samantha explains that she made an online reservation on wotif for a specially discounted room. Whilst Samantha is explaining this, another customer arrives. The receptionist curtly responds to Samantha that she will need to wait for 15 minutes as the computer is experiencing issues, and she cannot currently check the system. In the meantime, she proceeds to serve the newly arrive customer who has requested the most expensive room available. The receptionist immediately takes on a fawning attitude, treating the customer as a distinguished guest and describing the benefits that a pent suite stay attracts. All of this shocks Samantha, and she gently interrupts, asking if she could possibly now be allocated her room, as it has been over 15 minutes. The receptionist is quite huffy that Samantha is annoying her but quickly checks the system before bluntly replying that there is no record of the book and that all rooms of that type are full. BJSB Pty Ltd. trading as The Imperial College of Australia CRICOS ID: 02858M, RTO ID: 121966 SITXCCS016 Student Pack Version: February 2023 Page 6 of 64

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