Assessment Task 2 – Product Based: Project

Learner instructions

Student Handout

Assessment 2: Product based - Project

Unit Code & Title: SITXCCS007 Enhance Customer Service Experiences

Student Name:

Student ID:
The assessment activity consists of fifteen (15) questions. You must answer ALL
questions.

The purpose of this assessment activity is for the student to demonstrate an

understanding to complete tasks outlined in elements and performance critiera of this
unit in the context of providing professional and personalised customer service
experiences a workplace. The unit integrates key technical and organisational skills
required by industry. It brings together the skills and knowledge covered in this unit. 
 
This project allows you to apply your knowledge of providing professional and
personalised customer service experiences in a workplace:
 demonstrate procedures to respond to and resolve three different customer
complaints according to organisational policies and procedures
 demonstrate effective communication with the above internal and external
customers, including any with special needs
 seek formal and informal feedback from customers on quality of above service
Demonstrated knowledge required to complete the tasks outlined in elements and
Instructions performance criteria of this unit:
 principles and benefits of enhanced customer service experiences and positive
communication
 techniques to anticipate customer preferences, needs and expectations
throughout the service experience
 conflict resolution techniques
 methods for enhancing service delivery in response to staff and customer
feedback
 various extras and add-ons to enhance the customer experience.

The ‘Project Checklist’ can be used during this assessment task. Please ensure that
you review this checklist prior to undertaking the assessment task. If you are unsure
of any task or question please ask you teacher for clarification.

Cheating and plagiarism is considered academic misconduct and will not be tolerated
at WAI. Refer to ‘Cheating, Plagiarism and Collusion’ statement in the current
‘Student A to Z Guide’
Context and You will need access to the LMS to download the Project.
conditions for Access to Café Imparo is also needed.
assessment
The assessment task will be allocated with a due date for submission in the LMS.
The due date for this task can also be seen within the module on the LMS. Failure to

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 submit this task within the timelines will result in a non-satisfactory outcome.
 Drafts may be submitted to your trainer for feedback prior to the due date

This activity is to be completed using self-directed learning principles. Time may be

allocated during class by the facilitator and a final due date for submission advised in
session 1 of this unit delivery

The learner will be given two attempts to answer the project questions and
demonstrate an understanding of the skills outlined
The trainer will provide feedback after each attempt and if not satisfactory will
provide instruction on subsequent attempts.

Examples of relevant adjustment for this unit activity include:

 Student is provided an extension of time.
Reasonable
 Student is provided with verbal assistance to interpret the question.
adjustment
 Student is provided a third attempt only if deemed appropriate. An
appropriate reason may be that the machine failed during prior attempts or
assessor identifies a reasonable reason for a third and final attempt such as
re-assessing a particular beverage based on final presentation

If a reasonable adjustment has been granted to an individual student, record this

adjustment on the Assessment Record Summary for this unit
Resources,  Each student will require an access to the LMS course for this unit
equipment &  Each student should have access to a reliable internet connection and
materials required personal device to complete this activity
To be complete and marked satisfactory for this activity, questions must be
submitted correctly by the due date (one week after final session date).

Decision making You will receive a satisfactory result S for this task. To be assessed as satisfactory
rule for this assessment each performance standard must be demonstrated satisfactorily.
Criteria will be ticked off as satisfactory when the assessor has reviewed the project
against the Project Checklist

Reassessment and If the submission is not satisfactory NS, the assessor will communicate to the learner
assessment appeals the need to resubmit.  

 If re-submission is required, you will be provided a nominal

timeframe for re-submissions to be completed. A nominal time frame
in normal circumstances should not exceed 7 days.

Reassessment
 If you are not marked satisfactory on all criteria in the ‘Product
Checklist’, your assessor will arrange another time to resubmit
evidence. The trainer will provide guidance as to the areas of the
learning materials that the student need to review prior to the
reassessment.
 Students who do not achieve competency in a unit after the 2 nd
attempt must re-enrol in the unit in the following teaching period.
Students, who are required to re-enrol in a unit which they have
previously not been successful in completing, are required to pay an
additional tuition fee.

Assessment Appeals for WAI

If students wish to appeal an assessment decision they should initially talk
with the trainer/assessor and see if the situation can be resolved. If they are

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 not satisfied with the outcome they may then lodge a formal complaint.
For further information refer to the:
 WAI Student Academic and Non-Academic Grievance Complaints
Policy
 WAI Student Academic and Non-Academic Grievance Complaints
Procedure
STUDENT DECLARATION (upon completion): I declare that no part of this assessment has been
copied from any other person's work, except where due acknowledgment is made in the text, and
no part of this assessment has been written for me by any other person except where such
collaboration has been authorised by the assessor concerned.

Student Signature: ________________________________ Date: ____/____/_______

Result
Satisfactory/Not satisfactory

Trainer/Assessor Name:

Assessor signature: Date:

Assessor’s feedback/date for re-assessment if required:

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Assignment 2: SITXCCS007 Enhance Customer Service
Experience:
Respond to each of the following questions with appropriate contextual responses for Café Imparo.
Each question must be completed.

1. Provide an overview of the characteristics of customers you would expect in Café Imapro.
What are their likely needs and expectations?
• Understand your customers needs.
• Gather information about as many of your customers as possible. Try to find out what your
-customers are buying, why they are buying and the frequency of their purchases.
• Quality customer service

2. Provide 5 examples of products and services you offer in Café Imparo

Imagine you are talking to a customer and briefly describe each of the products and services.
Bacon and egg roll …..

3. Provide 3 examples of add-ons and extras you could offer in Café Imparo explain the benefits
or advantages to the customer if taken as a package.
A:
 Discount for student
 Free drink or coffee with package meal.
 All-Day Breakfasts
B: Benefits or advantages to the customer if taken as a package:
 Automatically upsells your customers without having to ask for it.
 Increase sales.
 More likely to be a source of repeat the café and to recommend the cafe to friends and
family.

4. Choose 1 of the add-ons or extras and describe 2 sales techniques for how you could
effectively sell the additional item.

A: Free drink or coffee with package meal.

B:
 Compare the value price between when the customer buys separate meal and Buy with
package meals.
 Make customers see the value or benefit that they are getting.

5. Provide 3 examples for how you could anticipate the needs of your customers in your service
area. This may include special provisions dependent on special needs, service situation,
preferences etc.

 Let customers try before they buy.

 Collect feedback from customer such as Survey, Email etc.…

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  Use every opportunity to communicate with your potential customer and determine what
are looking for in your product or service.

6. How will you ensure all products and services are communicated to relevant staff members
or actioned before customer delivery, including any variations, add-ons or special requests?
For example a customer with a dietary request.
 Liaise with team members and suppliers to ensure efficient service delivery.
 Check the actioning of special requests before customer delivery.
 Advise customers about appropriate products and services to meet their needs.
How does this enhance the standard level of customer service?
 Seek Customer Feedback.
 Improve Your Technical Skills
 Know Your Products and Services
 Communicate Clearly

7. Choose 2 of the products or services you described in Question 2 and for each, describe a
minimum of 3 problems which might occur in relation to each product or service.

#1. Name the Product or Service: #2: Name the Product or Service:

Problem 1 Problem 1
Problem 2 Problem 2
Problem 3 Problem 3

8. For each product or service in Question 7, choose ONE (1) problem and imagine that these
problems have been escalated to you (the manager) to solve.
For each problem, use the table provided to explain how would you:
-prevent
-reduce
-advise
-compensate
-report

Problem Prevent Reduce Advise Compensate Report

#1
#2

9. Explain the procedures for dealing with conflict, outlining the steps and requirements for
verbal and non verbal communication.
What are your responsibilities as a supervisor/manager?

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 10. Provide 3 examples of promotional items or initiatives which could be used in Café Imparo
or Restaurant Rubric, e.g. loyalty programs, and explain how these would be used
effectively.

11. Develop a customer feedback form for Restaurant Rubric which would allow collection of:
a. Details of customers to establish a database
b. Responses to questions enquiring about the product and services you provide in
your service area
c. Additional comments or feedback from customers
d. Special preferences of a customer

12. Explain how you will evaluate this feedback form, how you would utilise the collected data
and how this would be useful to develop an ongoing customer relationship.

14. List 3 examples of customer with special needs or disabilities that may dine in Café Imparo
and what are the likely requirements they may have?

15. What factors must you consider when determining compensation of dissatisfied customers?

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