attached.
Assessment Details Qualification Code/Title Assessment Type Assessment Task 4 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 4: Customer service report Information for students Tasks required for this unit This unit of competency requires that you: seek formal and informal feedback from customers on quality of service. Instructions for how you will complete these requirements are included below. Activities Complete the following activities. Carefully read the following information. It is almost two months since both Jennifer and Jason stayed with the resort Review the Customer Service Policy and Procedures to determine how you should undertake the regular customer satisfaction review. 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: Develop customer relationships. Promote repeat business by offering promotional services according to individual empowerment and organisational policy. Maintain customer profiles to enhance service delivery. Provide personalised service to customers in a professional manner that builds repeat business. 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; emails asking for feedback an email with the following attached: Completed Feedback Register Customer Service Report two emails promoting repeat business to each customer. 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. Seek customer feedback. Develop an email that could be sent to customers seeking feedback about their experience with Blue Healer Resort and Spa. Send an email to Jason (your assessor). The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should seek feedback about Jason’s experience with Blue Healer Resort and Spa. Your assessor will respond to you in the role of Jason. Send an email to Jennifer (your assessor). The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should seek feedback about Jennifer’s experience with Blue Healer Resort and Spa. Your assessor will respond to you in the role of Jennifer. 1. Update the Feedback Register. Enter the information that you receive back from the customers into the feedback register. Include follow up actions required to enhance service delivery in the future. The Feedback Register already includes feedback from customers collected over the first quarter of the financial year. 1. Develop a customer service report. For this part of the assessment task, you are required to develop a customer services report identifying and recommending ways to improve service delivery based on your evaluation of the company’s feedback register. First of all, review your completed feedback register from activity 1. Then develop a report that includes: The purpose of the report and number of complaints and feedback during the specified period An analysis of feedback and complaints with regard to service delivery and provision of products and services Outline of potential solutions to address feedback and complaints. Use the Customer Service Report Template to guide your work. Your report must be clearly written and address all of the required content as stated above. When you have finished writing your report, proofread it thoroughly. 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. Summarise the customer complaints and feedback and describe what follow-up is required to ensure that its reoccurrence can be avoided in the future. Attach your feedback register and customer service report to the email. Send an email to Jason (your assessor). The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should promote repeat business by offering the services described by the Managing Director. Send an email to Jennifer (your assessor). The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should promote repeat business by offering the services described by the Managing Director. Assessment Task 4: Checklist Student’s name: Has the following been completed? Completed successfully? Comments Yes No The student has provided internal feedback on customer feedback and required follow up. The student has promoted repeat business by offering promotional services as set out by the Managing Director. The student has maintained customer profiles to enhance service delivery. The student has provided personalised service to customers in a manner that builds repeat business. Task outcome: Satisfactory Not satisfactory Assessor signature: Assessor name: Date: Final results record Student name: Assessor name: Date: Unit name: SITXCCS015 Enhance customer service experiences Qualification name: Final assessment results Task Type Result Satisfactory Unsatisfactory Did not submit Assessment Task 1 Knowledge Questions S U DNS Assessment Task 2 Customer service project S U DNS Assessment Task 3 Customer complaint resolution project S U DNS Assessment Task 4 Customer service report S U DNS Overall unit results C NYC Feedback My performance in this unit has been discussed and explained to me. I would like to appeal this assessment decision. Student signature: Date: I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment procedures. Assessor signature: Date: © International Institute of Education RTO:45150 | CRICOS:03838G File Name: SITXCCS015 Student Assessment Task 4 Revised Date: 11/08/2023 Version: 1.0 Page:1 © International Institute of Education RTO:45150 | CRICOS:03838G File Name SITXCCS015 Student Assessment Task 4 Revised Date: 11/08/2023 Version: 1.0 Page:1 Assessment Details Qualification Code/Title Assessment Type Assessment Task 4 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 4: Customer service report Information for students Tasks required for this unit This unit of competency requires that you: seek formal and informal feedback from customers on quality of service. Instructions for how you will complete these requirements are included below. Activities Complete the following activities. Carefully read the following information. It is almost two months since both Jennifer and Jason stayed with the resort Review the Customer Service Policy and Procedures to determine how you should undertake the regular customer satisfaction review. 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: Develop customer relationships. Promote repeat business by offering promotional services according to individual empowerment and organisational policy. Maintain customer profiles to enhance service delivery. Provide personalised service to customers in a professional manner that builds repeat business. 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; emails asking for feedback an email with the following attached: Completed Feedback Register Customer Service Report two emails promoting repeat business to each customer. 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