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Assessment Details Qualification Code/Title Assessment Type Assessment Task 3 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 3: Customer complaints resolution project Information for students Tasks required for this unit This unit of competency requires that you: apply procedures to respond to and resolve three different customer complaints according to organisational policies and procedures 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. This assessment task requires you to handle a customer complaint in the role of Customer Service Manager for Blue Healer Resort and Spa. You will need to thoroughly review the following company documents before you commence this task to ensure you understand and can apply procedures that must be followed and how to respond to customer complaints. Complaint Acknowledgement Letter Template Complaint and Refund Policies and Procedures Complaint Email Complaint Outcome Letter Template Complaints Register Template Refund Policy. 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: Resolve customer complaints. Use questioning techniques to establish and agree on nature, possible cause, and details of the complaint. Assess impact of complaint on customer. Take responsibility for resolving complaints in a professional manner and using communication techniques to assist in their management. Determine options to resolve complaints and promptly analyse and decide on optimal solutions, taking organisational constraints into account. Act swiftly to resolve complaints and prevent escalation, in consultation with customer and to customer satisfaction. Turn complaints into opportunities to demonstrate high quality customer service. Provide internal feedback on customer complaints and feedback and required follow-up in order to avoid future occurrence. Review and evaluate complaints and solutions to enhance response to future issues. 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 with the following attachments: a Complaint Acknowledgement Letter a Customer Complaint Outcome Letter an updated Complaints Register. You will need to complete each activity and submit the required documents 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. Handle customer complaint 1. The customer (your Assessor) will call you complaining about the conference that was held at the resort. You will need to: Answer the telephone in accordance with company policy. Respond to the customer in accordance with the company’s complaint handling policy and procedure. Use questioning techniques to establish and agree on the nature, possible cause, and details of the complaint. Assess the complaint’s impact on the customer. Log the details of the complaint in the complaint register (once you have completed the first three activities in this task, you will send the completed register to your assessor). Calmly advise the customer that the complaint will be recorded and actioned as per the company’s policy. Briefly explain the company policy. Handle customer complaint 2. The customer will role-play complaining about the noise of their neighbours in the next room. For the purpose of this role-play the customer will be a fellow student. The customer will need to provide their details and their room number (22). You will need to: Respond to the customer in accordance with the company’s compliant handling policy and procedure. Use questioning techniques to establish and agree on the nature, possible cause, and details of the complaint. Assess the complaint’s impact on the customer. Log the details of the complaint in the complaint register (once you have completed the first three activities in this task, you will send the completed register to your assessor). Calmly advise the customer that the complaint will be recorded and provide the customer with a solution to the complaint. Handle customer complaint 3. A customer (your Assessor) has emailed a complaint. You will need to: Respond to the customer in accordance with the company’s complaint handling policy and procedure. Use questioning techniques to establish and agree on the nature, possible cause, and details of the complaint. Assess the complaint’s impact on customer Log the details of the complaint in the complaint register (once you have completed the first three activities in this task, you will send the completed register to your assessor). Advise the customer that the complaint will be recorded and actioned as per the company’s policy. Briefly explain the company policy and provide alternative resolutions and compensation. Submit your completed Complaints Register to your Assessor. Acknowledge complaints. Following the phone call, face to face and email complaints, you are required to action and resolve the complaints as set out in the company’s complaint policy or action within your role and responsibilities. Use the Complaint Acknowledgement Letter Template to guide your writing of the three letters to each customer. Inform customers of the outcome of the complaint. For customer 1, you are advised that you may not refund the customer’s money on the function meals but that you will not charge for the meeting room. For customer 2, you will inform the customer that you have spoken to the noisy neighbours and explained the noise policy. You should also apologise for the inconvenience of having to move rooms. Confirm that the new room is to their liking. For customer 3, you will inform them that meal vouchers and a room upgrade will be provided for their next stay as compensation. Write formal letters advising the customers of the outcome of the complaint. Use the Complaint Outcome Letter Template to guide your work. This letter is an opportunity to demonstrate high quality customer service, so write the letter with this as a goal. Update the Complaints Register. Include as much detail as you can in the register. Send an email to the Managing Director (your assessor). The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should introduce and summarise the contents of the attachments. The email text should also give the nature, possible cause, and details of the complaints, as well as the impact that they have had on the customer. It should also endeavour to describe how such complaints could be avoided in the future and recommend solutions to resolve the issues. Describe how the solutions offered to the customer could be used as opportunities to demonstrate high quality customer service to them. Attach the following to the email: Complaint acknowledgement letter Customer Complaint Outcome Letter Updated Complaints Register Assessment Task 3: Checklist Student’s name: Has the following been completed? Completed successfully? Comments Yes No Respond to and resolve customer 1 complaint. The student has used questioning techniques to establish and agree on nature, possible cause, and details of the complaint. The student has acted swiftly to resolve complaints and prevent escalation in consultation with customer. The student has determined options to resolve complaints and decide on optimal solutions, taking organisational constraints into account. The student has taken responsibility for resolving complaints in a professional manner. The student has resolved complaints using appropriate communication techniques. The student has provided internal feedback on customer complaints and feedback. The student has provided the required follow-up in order to avoid future occurrence of the complaint. The student has reviewed and evaluated complaints and solutions to enhance the organisation’s response to similar issues in the future. The student has assessed the complaint’s impact on the customer. The student has turned complaints into opportunities to demonstrate the organisation’s high-quality customer service. Respond to and resolve customer 2 complaint. The student has used questioning techniques to establish and agree on nature, possible cause, and details of the complaint. The student has acted swiftly to resolve complaints and prevent escalation in consultation with customer. The student has determined options to resolve complaints and decided on optimal solutions, taking organisational constraints into account. The student has taken responsibility for resolving complaints in a professional manner. The student has resolved complaints using appropriate communication techniques. The student has provided internal feedback on customer complaints and feedback. The student has provided the required follow-up in order to avoid future occurrence of the complaint. The student has reviewed and evaluated complaints and solutions to enhance the organisation’s response to similar issues in the future. The student has assessed the complaint’s impact on the customer. The student has turned complaints into opportunities to demonstrate the organisation’s high-quality customer service. Respond to and resolve customer 3 complaint. The student has acted swiftly to resolve complaints and prevent escalation in consultation with customer. The student has determined options to resolve complaints and decided on optimal solutions, taking organisational constraints into account. The student has taken responsibility for resolving complaints in a professional manner. The student has resolved complaints using appropriate communication techniques. The student has provided internal feedback on customer complaints and feedback. The student has provided the required follow-up in order to avoid future occurrence of the complaint. The student has reviewed and evaluated complaints and solutions to enhance the organisation’s response to similar issues in the future. The student has assessed the complaint’s impact on the customer. The student has turned complaints into opportunities to demonstrate the organisation’s high-quality customer service. Task outcome: Satisfactory Not satisfactory Assessor signature: Assessor name: Date: © International Institute of Education RTO:45150 | CRICOS:03838G File Name: SITXCCS015 Student Assessment Task 3 Revised Date: 11/08/2023 Version: 1.0 Page:1 © International Institute of Education RTO:45150 | CRICOS:03838G File Name SITXCCS015 Student Assessment Task 3 Revised Date: 11/08/2023 Version: 1.0 Page:1 Assessment Details Qualification Code/Title Assessment Type Assessment Task 3 Time allowed Due Date Location Term / Year Unit of Competency National Code/Title SITXCCS015 Enhance customer service experiences