attached task 2
Assessment Details Qualification Code/Title Assessment Type Assessment Task 2 Time allowed Due Date Location Term / Year Unit of Competency National Code/Title SITXCCS015 Enhance customer service experiences Student Details Student Name Student ID IIE Student Declaration: I declare that the work submitted is my own, and has not been copied or plagiarised from any person or source. Signature: Date: Assessor’s Name RESULTS (Please Circle) ☐SATISFACTORY ☐NOT SATISFACTORY Feedback to student: Assessor Declaration *If Student is Not Satisfactory Reassessment Required ☐ Yes ☐ No Assessor Declaration: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback. Signature: Date: Is This Theory Only Task ☐ Yes ☐ No Have student already completed practical/ Vocational Placement Component? ☐ Yes ☐ No Instructions to the Candidates · This assessment is to be completed according to the instructions given below in this document. · Should you not answer the tasks correctly, you will be given feedback on the results and gaps in knowledge. You will be entitled to one (1) resubmit in showing your competence with this unit. · If you are not sure about any aspect of this assessment, please ask for clarification from your assessor. · Please refer to the College re-submission and re-sit policy for more information. · If you have questions and other concerns that may affect your performance in the Assessment, please inform the assessor immediately. · Please read the Tasks carefully then complete all Tasks. · To be deemed competent for this unit you must achieve a satisfactory result with tasks of this Assessment along with a satisfactory result for another Assessment. · This is an Open book assessment which you will do in your own time but complete in the time designated by your assessor. Remember, that it must be your own work and if you use other sources then you must reference these appropriately · Submitted document must follow the given criteria. Font must be Times New Roman, Font size need to be 12, line spacing has to be Single line and Footer of submitted document must include Student ID, Student Name and Page Number. Document must be printed double sided. · This is Individual Assessments. Once you have completed the assessment, please provide the Hard copy of the Assessments to your Trainer/ Assessor. · Plagiarism is copying someone else’s work and submitting it as your own. Any Plagiarism will result in a mark of Not Satisfactory. Assessment Task 2: Customer service project Information for students Tasks required for this unit This unit of competency requires that you: identify customer requirements and provide professional and personalised customer service experiences to two different internal and two different external customers to meet requirements apply effective communication techniques with the above internal and external customers, including at least one with special needs provide above service to above customers in line with organisational customer service standards and within designated organisational response times. Instructions for how you will complete these requirements are included below. Activities Complete the following activities. Carefully read the following information. Blue Healer Resort and Spa is made up of five areas: food and beverage, wellness, meeting rooms, accommodation, and administration. Each area has its own full-time manager. The restaurant is large enough to feed over 100 people three meals each day. There are four full-time kitchen staff, and the rest of the staff are hired on a casual basis to cater for functions and retreats. There is accommodation for 80 people in twin and double rooms. Surrounding hotels provide further accommodation when needed. There are four meeting rooms of various sizes, and these can be opened up to make one large room for functions such as weddings and courses. There is also a service area where computers and printers can be accessed. The wellness area has two saunas, a steam room, three warm water spas, four massage rooms and four consultation rooms where naturopathic consultations and facial treatments are performed. The spa runs continuously, mostly due to locals and tourists visiting, whether a course is running or not. Reception includes the front desk and the office where the accounts are done and records kept. It is an open plan office with five staff workstations. For the purposes of this assessment, you are employed as a Customer Service and Events Manager for the company. One of your roles is to match services offered by the company to client needs. What do I need to demonstrate? During your practical assessments you will be required to demonstrate a range of the skills and knowledge that you have developed during your course. These include: Provide a quality service experience Determine and confirm customer preferences, needs and expectations. Advise customers about appropriate products and services to meet their needs. Anticipate customer preferences, needs and expectations throughout the service experience. Promptly provide products and services with professional and personalised service to meet individual preferences. Offer extras and add-ons and provide tailored and additional products and services. Check actioning of special requests before customer delivery. Liaise with team members and suppliers to ensure efficient service delivery. Share customer information with team members to ensure quality service. Proactively respond to difficult service Identify problems with products and services and take immediate action to address before provision to customer. Anticipate delays in product and service provision and regularly update customer on expected outcomes. Advise customers of alternative products and services. Proactively compensate for service difficulty in line with own level of responsibility and organisational policy. Provide ongoing internal feedback on service issues and suggest improvements. Develop customer relationships Provide personalised service to customers in a professional manner that builds repeat business. Provide tailored products and services based on customer profile. How will I provide evidence? Your assessor will provide you with templates to complete each task. You will find some detailed information about providing evidence; this will include; an email to referral staff with updated Customer Record Sheet attached an email to first customer an email to event meeting staff a confirmation email to the first customer a confirmation email to the second customer follow up emails for the second customer an email outlining delay to service provision an email providing internal feedback on service issues. You will need to complete each activity and submit the required task at the end of each step completed. Tips for completing your activities Read through this assessment and each task before you get started and make sure you understand what you need to do. If you are unsure, speak to your assessor and/or supervisor. Stay up to date! Stay in touch with your assessor. Ask questions, raise issues, check in, communicate. Most importantly, ask for help if you are having trouble! 1. Prepare for the role-play. Read the case study information provided above, as well as the List of Services that Blue Healer Resort and Spa provides to identify the services that may suit each customer. Read the Customer Service Policy and Procedures to ensure that you understand procedures to be followed including answering enquiries and seeking input from other staff members as required, as well as recording customer details and privacy requirements. The role-play will be completed twice, once each for two different customers. You will answer the enquiry according to company procedures and then provide information to each customer about the services the business offers that will help the customer with their needs. Your assessor will play the role of each customer and will telephone you. You will also be required to follow up some information that you cannot provide to the customer over the telephone, as well as enter the customer’s details into the Customer Record Sheet provided to you which is part of the company’s procedures. Your assessor will role-play each customer and advise you of the time and date for the assessment tasks. Provide customer service over the telephone. Now participate in the two customer role-plays at the date and time specified by your assessor and complete the following activities noting that your assessor will role-play the customers and each time will call you on yours or the RTO’s telephone. You will need to: Answer call in accordance with company policy. Listen to the customer’s enquiry to determine the exact nature of the request and ask further questions as required to assist in identifying customer’s needs Clearly and accurately explain services offered by Blue Healer Resort and Spa that may be suitable for the customer, offering extras and add-ons that may be appropriate. Respond to questions and provide information to assist the customer in selecting the right option for them. Identify information that you are unable to immediately provide to the customer and respond in accordance with the customer service policy and procedure. Demonstrate effective interpersonal skills including: using a warm and friendly tone to build rapport speaking clearly asking questions clearly and concisely clearly and accurately responding to questions using active listening techniques. Ask for the customer’s details (name, company, position, telephone, email) and record them in the customer record sheet. Explain key privacy requirements in relation to the recording of customer details as per the customer service policy and procedure. After the telephone call, record all notes and comments about the phone call on the customer record sheet, including customer priority rating as per the customer service policy and procedure. You will finalise all the details in the customer record sheet in Task 3 below. Update the customer record sheet with the details of the potential customers. Use the Customer Record Sheet Template to record these. Save the file as Customer Record Sheet. Send an email regarding referral information. The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. Follow up the customer’s requests for information that you were unable to answer by asking the relevant staff to clarify the requested information. Attach your updated Customer Record Sheet to the email. Send an email to Jason (your Assessor). When you have received a reply from the Accounts team, write to the first customer with the offer that has been proposed. List general prices for the meeting room, accommodation, cost for the function and meals to Jason. You need to confirm if Jason would like to book. The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. Prepare for the Event Meeting role-play. Organise a meeting for the staff that would be required to meet the customer’s needs. You will need to meet with the: · Event Coordinator · Front office Manager · Restaurant Manager · Head Chef · Maintenance Manger The meeting should express the client’s requirements and special needs. Event Meeting role-play. Begin the meeting by welcoming the participants and giving a summary of the client’s needs and any special requests. For the purpose of this assessment the roles of: · the Event Coordinator · the Front office Manager · the Restaurant Manager · the Head Chef · the Maintenance Manager Will be played by your fellow students and your Assessor. The next step is to establish each person’s role in the conference and what they are required to achieve. Also, be aware that the other students at the meeting will be conducting a meeting on the same topic within a short time of you conducting yours. During the meeting, you are required to demonstrate effective communication skills including: using a warm and friendly tone to build rapport speaking clearly asking questions clearly and concisely clearly and accurately responding to questions use active listening techniques. Email to staff. Email all of the staff that attended the Event Meeting to confirm the outcomes of the meeting. The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. The email should clearly state the client’s details. Send an email to Jason (your Assessor). When you have received a reply from the staff that attended the meeting to confirm the customer’s bookings, write to the first customer with a confirmation email and information on his point of contact. You do not have to include an invoice but refer to the invoice in the email’s text and tell the prospective customer what the estimated cost of the services will be. This email should be sent within the guidelines as set out in the Customer Service Policy and Procedures. Send an email to Jennifer (your Assessor). When you have received a reply from the Spa Manager, write to the second customer with their response. You do not have to include an invoice but refer to the invoice in the email’s text and tell the prospective customer what the estimated cost of the services will be. Let Jennifer know that the Spa will contact her directly to discuss spa treatments and availability. This email should be sent within the guidelines as set out in the Customer Service Policy and Procedures. Send an email to Reception (your Assessor). Email reception to confirm that the second customer’s booking will be in a quiet area of the accommodation and that a box of chocolates and roses will be placed in the room before check-in. The text of the email should be