AUSTRALIA INSTITUTE OF TECHNOLOGY

& EDUCATION

Student
Name:
Asmita
shrestha

Student
Number:
9163537
0

Project
Title:
 Enhance Customer Service
Experience

Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 1 of 60

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Assessment Task 1: Knowledge Test

Provide your response to each question in the box below.

Q1: Explain the importance of identifying and confirming customer preferences, needs Satisfactory
and expectations and advising them about appropriate products and services to fulfil response
their needs throughout the service period. Write your answer in 200-250 words.
Yes ☐ No ☐

In every business, it is important to identify the customer’s preferences, needs and expectations and
advising them about appropriate products and services to fulfil their needs throughout the service period.
The service provided must all be up to standard. To meet the customer’s needs, you need to provide
them with satisfaction and loyalty and if you fail to do so, they will go somewhere else instead. Every
customer has unique needs which makes it important to identify and confirm customer needs,
preferences, and expectations. There are many different types of customers that have different
requirements. For example, some of the customers may have special needs or are different age group
e.g. people with disabilities or different age groups. An example of this would be if it is an old person, the
customer service assistant must change their body language to develop trust in the customer and build
strong relationship and make them feel valued. For example, an individual working in a restaurant, It is
important to convince the customers about appropriate services and this could be done by making your
language more satisfying and relatable while convincing them. Understanding customers and giving them
good service, which is the expectation of the customers, will result in strong bond with the customers.
Therefore, it is important to know our customers in every way to get a successful business and keep,
same and new customers, with the business in the future as well. It is extremely important for customers
to feel valued and comfortable.
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Satisfactory Q2: Give an example of how customer needs, expectations and preferences
can be predicted throughout the service experience. Write your answer
response
in 100-150 words.
Yes ☐ No ☐
Customer needs, expectations and preferences can be predicted throughout the service experience. An
example of this is price; customers have their own unique budgets with which they can purchase or
service. You need to be able to understand their budget throughout the service and help them fit in their
budget. Predicting customer needs involves providing a service or product that customers have not
expressed a demand for yet, and this goes beyond your current customers. You need to think in terms of
potential future customers, as well. Throughout the service experience, if a customer is disabled for
example, it is obviously predicted that the customer requires more attention and a different body
language.
Q3: List eight (8) strategies to promptly provide products and services in a
professional manner to increase customer satisfaction.
Satisfactory response
Yes ☐ No ☐
1. Understand the customer and what they are saying 2. Value them and their questions 3. Greet them
and ask if they need help 4. Approach every customer and change body language according to their
needs. 5. Explain a service or product to the customer in a professional manner with professional use of
language 6. Treat customers the way you want to be treated 7. Discount vouchers to attend at a future
time 8. Handle complaints professionally and not react badly or in temper.
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Satisfact
ory Q4: Explain how to serve and/or offer extras, add-ons, additional and/or
alternative products and services? Write your answer in 150-200 words.
response

There are many ways to offer extras to a customer and one of the way is that for example, when a
customer finished the meal, it is always good effort to ask the customer if they would like anything else
and which is the same price as the one they have bought. Also, Cocktails or other special drinks could be
offered to enhance the dining experience. Further to this, if the customer is not satisfied with food for
example, then an alternative product could be offered by the customer service assistant. Moreover, while
a customer is asking for a product’s information, it is also good to offer them an alternative product which
is in their range and reasonable for them. Another way to offer products to customers is a poster on the
door which explains the product and tries to convince the customer. Discounts could also be given
attention to; customers love discount and if they are not happy with a product and does not buy it,
discount could be offered. Additionally, optional meals and dining experiences could be offered. An ad-on
could be Wine or beers to suit the meals ordered.

Q5: Satisfactory
response
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Yes Explain any five (5) special requests for products or services
to be checked
that need
to confirm actioning, before customer delivery. W
☐ No ☐ 250-300 words.

Sometimes there are special requests from customers for products or services that need to be checked to
confirm actioning before customer delivery. Special requests can include:

• Preferred type of food

Many customers are either vegetarian or eat halal and this need to be confirm actioning because
customer delivery. Referring to the database always make sure what the customer has requested.
Some people are Vegan or half different preference which always needs to be looked after .

• A great start to the day

You know to deliver your regular customer a newspaper, order them a continental breakfast, and
book their window table for 7 am. Confirm actioning even before they enter the restaurant so that
it increases their inner satisfaction.

• Meal requests

Many customers can ask for different requests. referring to customer database, remember how
they like it cooked and their favourites. Before they ask, just say it or give them how they like it.
This would keep the customer sticking with the same restaurant and feeling much better, either
start of the day or end of the day.

• Preferred table.

Offer them their preferred table when they enter the restaurant. This needs be confirmed
actioning. need to be made sure that the table is free before they enter the restaurant.

• Favourite creature comforts

When they book a room, make it up with two single beds, one with two extra pillows, just the way
they like it. prepare it before they come so that they feel valued and feel the importance.
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Satisfactory Q6: As a manager, what can you do to ensure that the service delivery is efficient between
team members and suppliers? Write your answer in
response 150-200 words.
Yes ☐ No ☐
It is a manager’s duty to ensure that the service delivery is efficient between team member and
suppliers. This can be done by making sure that the team members and suppliers compromise.
Respect each other and be willing to change your behaviours and meet in the middle for the
benefit of your customer service team and the customers. Moreover, consider your colleagues
ideas with an open mind. As a manager always monitor performances of assigned tasks. Can also
hire, promote, discipline, reward and provide training for employees in their departments.
Q7: Explain the importance and methods of sharing customer information
with your team members to ensure quality service? Write your answer in 50-100 words.
Satisfactory response
Yes ☐ No ☐
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It is always important to share customer information with the team members because this helps the team
member to know what they need to do when they come face to face to talk to the customer. For example,
if a specific customer has special needs, the team members are aware of this and know how to treat
them. One of the methods of sharing customer information with the team members is through email and
face to face sometimes for security reasons. If the team members know the customers information, they
would know how to handle them in the future.

Q8: How can you identify product or service delivery problems and response
communicate those to a customer? Write your answer in 100 – 150 words.
Yes ☐ No ☐
Satisfactory

A way that can identify product or service problems is through formal way which are through surveys,
interviews, structured questioning that can be asked the customers to fill out. This helps identify if the
customer had a problem with a product or customer service. Also, this is a way to find out if they had
any problems and what the problem was. It could also be asked through informal way like observation
and casual discussion. The customers can be communicated through phone call, email, letter or
engage in social media. It is important to communicate to customers personally and to apologise and
offer alternatives.
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Satisfactory Q9: How can managers proactively compensate customers for difficulties
faced, in line with their own level of responsibility, according to
response organisational policy? Write the answer in 150 – 200 words.
Yes ☐ No ☐
Taking customer problems and difficulties is important for the company. If a manager cannot
prevent or resolve the product or service difficulty, take the initiative to proactively compensate
the customer according to your individual empowerment and organisation policy. You could
consider negotiating with the suppliers on the customer’s behalf to gain reduced rates or extra
services. To compensate customers for difficulties faces, they could be given: Special attention
during service period which would make them feel valued and say to them indirectly that we are
aware of their problem. Moreover, some or all services could be made free of charge, some or
all services at reduced rate, discount vouchers to attend at the future time could be given so
they do not have a thought of not coming to the our place. Also, inexpensive add-ons products
can be given, small gifts, or special customer service delivery on next attendance.
Q10: Discuss a strategy which can be used for providing ongoing internal
feedback on service issues and a method for suggesting improvements. Use 150-200 words.
Satisfactory response
Yes ☐ No ☐
A strategy which can be used for providing ongoing internal feedback on service issues. This can
be done by surveys questionnaires for the colleagues and managers and suppliers that work with
the company. This would help avoid future occurrence. This would also help with improvements
like, To help the organisation meet designated goals, to ensure you maintain high standards, to
save energy, time and money, to improve efficiency, to increase profits, to reduce errors, to
improve service delivery.
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Satisfactory Q11: Explain any five (5) questioning techniques that can be used to collect
and analyse complaints and feedback to identify the nature, possible
response causes and details. Write your answer in 150 – 200 words.
Yes ☐ No ☐
Questioning establishes the nature, possible cause, and details of the complaint. The more
information you gather, the better you will understand and the easier it will be to resolve it.
Because you want your customer talking, reflective questions are good when dealing with
complaints. They help you examine for specific details and clarify any ambiguities. Questions can
be:
• If the customer complains that the waiter or someone that works in restaurant was rude, the
questions would be that what did they say exactly that you disliked or that offended you?
• If the customer says that they were not happy with type of food, you could ask them to elaborate
on that what was not liked in the dish.
• Asking them what they expected from us and how can we make it better for them. How can we
improve.
• Having open questions instead of closed so they can tell the reason and exactly what happened.
• Also, leading questions which are designed to lead the respondent towards a certain desired
positive or negative route.
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Satisfact
ory Q12: Explain the methods to assess the impact a complaint or issue can have
on customers. Write your answer in 100-150 words.
response

Negative impact on your customers can create a negative ripple effect for the business. Some questions
to keep in mind which help assess the impact of a complaint or issue can have on customers:

• Are they going to be disappointed and tell all their friends about our poor service?
• Does your solution hurt them more than help them?
• Are they going to be inconvenienced?
• Will the opinion of your organisation be lower than before?

If the answer to these questions are ‘yes’ then come up with better solutions so a positive impact can
become of the customers.

Q13: Give an example of how a manager can take responsibility and Satisfactory
communicate to resolve complaints in a professional manner? Write your response
answer in 250-300 words. Yes ☐ No ☐

Some complains are beyond the capability of a team member to solve so the manager can take
responsibility and communicate complaints in a professional manner. An example is that if
someone has complained about a certain dish that wasn’t nice, it can be handled in a professional
manner. Always stay calm. When a customer complaint, always keep in mind that the complain is
not personal and no one is attacking directly. Do not keep in mind that you have to ‘win’ the
argument, just keep in mind that you have to solve the customers complain. Listen Well to the
customers; let them be angry and do everything and don’t react. Listen to them actively and pay full
attention to them. Respond them with ‘hmm, I see’ and don’t interrupt them. Further to this,
acknowledge the problem. let the customer know you hear what he or she is saying. If you or your
company made a mistake, admit it. If you did not make a mistake and it is a misunderstanding,
explain it to the customer. Furthermore, Get the facts. After listening, take the initiative in the
conversation. After the customer has calmed down, start a genuine conversation, build a trusting
relationship with your customer. Offer a solution. Do not promise something that can’t be done or is
beyond
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company guidelines. Offer solutions to them and give them options which are able to be done and
is lawful under the company’s policies and legal procedures.

Q14: Write down the process to analyse and decide upon, the optimal solutions to prevent Satisfactory
complaints within the consideration of organisational constraints. Write your answer in 200- response
250 words.
Yes ☐ No ☐

Organisational constraint must be considered when resolving customer complaints. Resolve issues in a
way that keeps negative impact on the organisation to a minimum. The constraints are:

• Costs and budgets. The solution must be financially viable. Think about compensating customers in a
small way. e.g. a small drink discount or parking voucher. This would prevent the company from going
through loss because of small complaints. This is way to prevent from loss of profit and the customer.
• Ultimate responsibility of the organisation: Ensure that you follow the consumer protection laws and
be responsible when you are offering refunds, exchanges etc.
• Profitable of the sale. A complete refund on a 5-day travel package is not allowed to be given. instead,
offer a small voucher to use towards other tours would be more appropriate.
• Policy and procedures. Always make sure you follow your specific organisation’s regulations.
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• Feasibility of providing the solution: make sure that the solution is possible to implement.
• Own empowerment to resolve the complaint. the solution that you came up with must be within the
scope of your job role and level of responsibility.

Q15: Explain eight (8) steps to resolve customer complaints. Satisfactory

response
Yes ☐ No ☐

After you have made the customer relax and reassured them, a step by step action need to be taken to
prevent escalation.

Step 1- Identify and confirm the problem. You need to establish and confirm all the facts to determine what
happened to cause the complaint. This mat mean speaking to other staff, referring to records, or asking the
customer for more information.

Step 2- Consult the customer to seek solutions. Some customers complain but doesn’t propose solution
whereas some would demand it or say what they want. Unless a fair solution is found, the customer will
carry on being dissatisfied unless a fair solution is found. Every customer is different and for every
customer, a fair solution is completely different. There is more than one way to resolve a problem. To find
the solution, you must keep in mind that it has to satisfy the customer.

Step 3- Refer to the complaint’s procedure. The action that is taken must comply with the establishment’s
complaint-handling policy and procedure. Some workplaces have a system for recording and reporting
complaints. While doing this, you must know the limitation and never make the promises that can not be
fulfilled. Also, something that is outside outside the level of authority should not be promised.
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Step 4- Explain what the action you propose to take. It is important and necessary to involve the customer
in every step of resolution. Tell the customer honestly what action is intended to take to rectify the
situation.

Step 5- Seek customer approval and satisfaction. Customers are not always happy with the chosen action.
They might have different expectations. The main goal is to satisfy the customer and resolve their
problems. so, negotiation and compromise with the customer is essential until both parties agree on a
decision. Asking customers for approval is simple as asking them if they are happy with the course of
action you’ve described.

Step 6- Take agreed action. This step is when it is the time to take cation and implement the steps you
agreed to take. The customer has already lodged one complaint. This is the chance to make everything
right and restore our reputation and relationship with the customer. Action that is going to be taken
depends on the nature of the complaint and what you have agreed to do for the customer. The customer
needs to be informed throughout the process. If there is problem with or delays, the customer must know.

Step 7- Follow up with the customer. When the agreed action has been taken, it is important to follow up the
customer and make sure that they are happy with the results. This can be done by sending them letter or
email or surveys and also calling them.

Step 8- Record or report incident. You might need to document the incident which depends on the nature of
it. For example, if the customer has been injured because of us, it should be documented.
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Satisfact
ory Q16: Complaints can be turned into opportunities to demonstrate high-quality
customer service. Explain the statement in 100- 150 words.
response

Complaints are feedback from staff and customers which is essential to improve customer service.
Complaints does not always have to be taken into negative way. It can demonstrate high-quality customer
service. If a customer complaint, this is an opportunity to improve service. Benefits of complaints are that,
you can prevent the same problems for recurring, restore reputation, improve the service, and show the
customers that they are valued and cared for. Moreover, customer complaints can give you valuable insight
into your service education programs and how to improve them. These helps identify vital areas for service
improvement and help needed improvement in policies and procedures.

Q17: Discuss the importance of an internal feedback procedure for customer Satisfactory
complaints and suggestions that involves required follow-up to avoid future response
occurrence? Write your answer in 250 – 300 words. Yes ☐ No ☐

Internal feedback procedure for customer complaints and suggestions required follow-up to avoid future
occurrence is important. Compensating customers when difficulties arise is a good step. However,
organisations need to know about individual and recurring complaints to avoid future occurrence. They
also need workers’ feedback on service practices, policies, and procedures as well as their suggestions for
improvement. It is important to provide internal feedback. One of the reasons is to help the organisation
meet designated goals. Further to this, another reason if to ensure you maintain high standards, save
energy, time and money, improve efficiency, increase profits, reduce errors and improve service delivery.
Getting internal feedback from the internal customers who are the colleagues, team member, supervisors,
staff from other departments and other branches and locations. This could help what could be improved in
the response to customer complaints and this could help get the insight of what a customer would expect
because they are customers as well for other businesses. This could benefit the business and help them
earn a lot and bring new customers and satisfy them as well as the existing. Internal feedback is good to
improve the stages of customer complaints. Through this, it makes the person have verstehen (putting
themselves in the customers shoes). They would think about what they would not like if they were in the
place of the customer. It tends to improve the response to customer complains in a way that they will not
react in anger.
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Satisfactory Q18: Briefly discuss the importance of reviewing and evaluating complaints
and solutions to enhance the response to complaints in the future? Write
response your answer in 100-150 words.
Yes ☐ No ☐
It is important to review and evaluate complaints and solutions to enhance the response to
complaints in the future. To prevent complaints in the future, it is important to get each complain
and evaluate it deeply, getting as much as information as possible. For example, if the customer
complains about a dish it did not like, the customer should be asked what part of the dish was
disliked. This helps review the complaint and improve the dish, so this does not happen in the
future. To enhance the response to complaints in the future, the solution must make the customer
happy and not take their business elsewhere.
Q19: Satisfactory
response
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Yes How can maintaining customer profiles assist in enhancing
delivery
service
and promote repeat business? What role does organis
☐ No ☐ and individual empowerment play, in the process? Write your a
250 words.

Maintaining customer profiles assist in enhancing service delivery and promote repeat business. Use
your database to check customer requests, preferences, etc. so you can provide them with tailored
products or services. The database includes, names, contact details, Birthdays and anniversaries and
other special occasions celebrated with you before, Special requests made, Special needs, preferred
products, services room or table, How the customer likes certain food cooked or prepared, details of
products and services received in the past, comments and feedback provided, details of past complaints
and how they were dealt with and previous discounts or special offers. If the database which contains the
customer profile maintains, the business would be up to date about each customer and know what to do
when the customers come. In this way, they would feel valued and cared for and would stick with our
business the rest of their lives. It costs 500% more to win a new customer than to keep an existing one.
Promote repeat business by offering promotional services according to your individual empowerment,
which is your personal development and skills and abilities which could give new ideas, and organisation
policy which is method of action selected, usually by from among alternatives to guide and determine
present and future decisions and positions on matters of public interest or social concern.

Q20: How do you provide tailored customer products or services? Write your Satisfactory
answer in 100-150 words. response
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This is provided by keeping into account of customer’s requests and needs. For example, a customer is
vegetarian, and their request is vegetarian food, this would be kept in customer database. This needs to be
taken care of when the customer comes next time. This is also used to offer customers that suit their
requests and needs which results in increased revenue, happier customers. You are able to offer them
additional: Down-selling; Start from the highest priced item and work down to the lower priced items until
you find a price range that customer is happy with. up-selling; This encourages the customer to upgrade an
original choice. Offer them alternatives to increase spending, Extras and ad-on; offer them something extra
with their meals.

Q21: Explain the principles and benefits of enhanced customer service response
experiences and positive communication. Write your answer in 250-300 words. Yes ☐ No ☐
Satisfactory

There are many principles of enhanced customer service experiences and one of them is to identify the
customers’ needs and act. They need to be able to feel valued and given importance and this is done by
fulfilling their needs and requirements. This benefits in customer satisfaction. Another principle is giving
information and advice. Customers don’t just want products and service, what makes them happy is when
the staff are attentive to their personal circumstances and provide them relevant and accurate information
and advice. Further to this, principle to enhance customer service experience is by meeting the customer’s
special requests. This benefits in making a positive impression and guarantees a repeat business.
Moreover, Customers always expect help when they need it. Many staffs in other business do not do this,
and this is main part of customer service that other customers would love as well. This includes opening a
door, carry a bag or helping elderly. This benefits in getting customer’s trust. Dealing with a problem is
important in order to get the same customers back again in the future. Solving their problems promptly in
recognise them before them having to say it. These benefits in more sales, repeat businesses and better
cash flow.

Either it is a complaint or a general ask or talk, communicating positively to the customers are a result of
huge benefits for the company. There are principles to this as well. The 6 principles are, use the right
language, right tone, use the right pitch and volume, be clear, use the right body language and use the right
gestures. Benefits of this is that customers are satisfied that their complains and how they are treated are
fair and with respect.
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Satisfact
ory Q22: Explain five (5) conflict resolution techniques. Write your answer in 200-
250 words
response

1. Actively listen. There are many customers with different nature. When they bring a complaint, some
may be angry and frustrated in many ways. some would shout or make a scene. Some could be very
rude, but some could also be just shy and do not say a lot. The greatest way to handle this is just listen
to them and hear what they want to say. This gets their anger out with you reacting to it and situation
getting worse. This helps you how to deal with emotions and facts in a complaint.

2. Do not argue. Avoid arguing with your customer. This will provoke the customer’s anger and even if
you are proven right in the argument, the customer will find elsewhere to get their service/ product.

3. Empathise. Understand the customer and their feelings and say something that makes them feel that
you understand. Encourage them to elaborate on what they are saying (e.g., saying ‘I see’).
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4. Use appropriate body language. Always use open and non- threatening body language. For example,
defensive stance like rolling eyes, folding arms, turning back to the customer will make them furious.
Always use hand gestures and pay full attention to the customer while they are talking.

5. Take responsibility. Take the responsibility for finding a solution. Follow the policies of complaint-
handling and procedures so that the complain is being resolves in professionally lawful way. This
ensures that the customer receives care and you and other staff and the company legally protected.

Q23: Explain in one or two (2) lines for each item below how the following
b. Additional tours or cruises
extras and add-ons enhance customer experience:
This could be a surprise for the tourist and an opportunity to g
a. Additional destinations experience. This enhances customer experience because it
would suggest them with their friends and family. This could
public image.
This enhances customer experience because it gives customers/ tourists another
Satisfactory
destination to explore. This also increases the happiness of them which
response
encourages them to stick with the establishment.
Yes ☐ No ☐
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c. Cocktails and liqueurs to enhance the dining experience

This extra enhances the customer experience because it would make finish their
day happily. This increased reputation of the restaurant. Giving the customer a
cocktail and liqueur after could make them feel valued and cared for.

d. Coordination services at events and conferences

This increases customer satisfaction and it is a chance to provide customers with

extra services without them having to ask.

e. Entrance to events, festivals and entertainment scheduled

during customer stay at the destination

This would help the customers explore different events and festivals on time. This
enhances customer experience by making the customer feel that they are
important, and they are being taken care of in different country.

f. Entrance to major attractions at the destination

This would allow the customers to explore the destination in detail and this would
enhance the customer experience because it will allow them to feel that the
establishment are taking care of their boredom and doesn’t just rely on the
customers to find their own places and get entrance.

g. Extra food items

Extra food items are a kind of surprise to the customers which enhances customer
experience. On their next visit, it would always make the curious about what extra
item would be provided. This keeps the customer coming back.

h. Flight fuel emissions offset fee

This enhances customer experience because it decreases their cost of travelling.

i. Local guiding services

This enhances customer experience because they have been given a guide round
the destinations which makes it easier for them to explore the destination. This
would make the customer happy and satisfied that they are being taken care of.

j. Optional meals and dining experiences

This would give an extra to the experience of the restaurant with another meal.
This would make the customer feel like home and will refer the company/place to
their family and friends.

k. Prepayment of baggage charges

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Prepayment is a good option for the tourists before they reach the airport or go to
it. They do not have any hassle once they reach to the airport. This would satisfy
them and have a relaxing experience without inconvenience. This increases their
reliability on the company.

l. Prepayment of in-flight meals

This enhances customer experience because it makes the customer happy

through out the experience with no irritation with everything going smooth.
Prepayment in-flight meals would make the plane journey smooth.

m. Pre-travel seat selection

This enhances customer service because they can select where they want to sit
which adds on to their happiness and excitement. This experience would make
them feel valued by the company and this would increase the reputation of the
company.

n. Private car transfers in lieu of regular transportation

options

Private cars are better for customers and they find it for comfortable then regular
transportation. this would enhance customer experience because this makes the
customers comfortable in every way.

o. Special offers or packages

This would enhance customer experience because if they don’t like one option,
they have another. And, it gives customers more than one offers and packages in
their budget.

p. Specialised styling for events

It gives customer what they want and how they want it. Everything is in their own
way.

q. Storage for luggage after check-out

There is a solution for more luggage. They get helped in every step of the service.
No tensions and no worries.

r. Travel insurance

This covers all emergencies. For example, accommodation and travel expenses; if
your sick or injured and can’t get home, travel insurance will cover your unforeseen
additional accommodation and travel costs.

s. Upgraded accommodation and flights

Upgraded accommodation and flights means upgraded customer experience. This

would make them feel happier.
t. Wine or boutique beers to match meals ordered
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Enhances the customer experience because It satisfies the customer and
make them feel valued and an add-on is always the best.
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Satisfactory Q24: Explain which attitudes, attributes and professional service standards
and protocols are expected from service industry personnel. Write your
response answer in 250 – 300 words.
Yes ☐ No ☐
A step is to listen actively to the answers, develop rapport, facilitate effective two-way
communication, and demonstrate caring attitude your organisation expects of you. Be attentive;
Your full attention must be given to the customers, sincere interest in what they are going to say,
or they are saying. Be respectful; some questions asked by the customer may be too obvious but
be respectful and treat and answer them with request. Do not make them feel foolish. Be
proactive; As soon as the customer finished talking, take an action instead of just saying it. Assist
them and get feedback on how they feel about the results.
Certain attributes are needed to enable you to work professionally. One of them is high
motivation; why you give your customers best service if your motivation. Aspiration to be of
benefit to others, sense of team spirit. Another attribute is positive attitude; Be professional and
helpful to your customers and make them feel respected and fulfil their need of professional
advice. Also, be courteous; respect the fact that all customers are different. Final attribute is
Cooperative behaviour with external customers; always be cooperative and professional in your
dealing with customers.
Professional standards expected would be increased inner satisfaction; making customers meet
their needs and make them happier. Increased job satisfaction when customers refer the service
to family and friends. Increased motivation; doing better every year. Also, increased team spirit;
being enthusiastic and devoted to each other and the customers. Being good to each other and
working as a team to reach certain goals.
Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 24 of 60
Satisfac
tory Q25: Explain any four (4) types of customer loyalty programs. Write your
answer in 25 – 50 words for each.
response

1. Loyalty cards with built-in rewards, points, advantages, discounts etc. 2. Package discounts and
special schemes for frequent buyers, flyers, visitors,
customers, etc. 3. Benefits and discounts for ‘liking’ and ‘friending’ your
organisation. 4. Stamp cards: Buy six drinks. Get the 7 th free.
Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 25 of 60
Satisfact
ory Q26: Explain any four (4) essential features and use of customer databases.
Write your answer in 150 – 200 words.
response

1. One of the essential features and use of customer databases is that Birthdays and anniversaries and
other special occasions celebrated with you before are contained in it which helps offer and wish the
customer every year. 2. In the customer database, their special needs and requirements are listed and
kept
safely which would help to take in to account in the future. 3. Details of past complaints and how
they were dealt are contained in the database which so that the company are aware about situations in
the past and a proof how it was dealt, whether it was poor or strong. If the customer has the same
issue, it is helpful to refer back to the database and deal with it more strongly, so it doesn’t happen in
the future. 4. Preferred products, services, room, or table are contained in the database. This helps
understanding the customer in the future without them telling or asking. This increases customer
satisfaction.

Q27: Explain in 50 -100 words for each of the following topics based on complaints
restaurants and food industry: Satisfactory
response
a. Designated response times for providing service and resolving Yes ☐ No ☐
Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 26 of 60
Meet all reasonable customer preferences, needs and requests as promptly as
possible and within designated response times. If there is a lot of customers at
once, always prioritise. Follow a logical sequence. To handle this, see which are
more urgent and non-urgent.

b. Customer service policies and procedures

Policies and procedures need to follow all the time during

customer service. For example, a child must always b
accompanied in a restaurant.

c. Complaint handling policies and procedures

Complaint handling policies and procedures must be followed to ensure that you
not only resolve complaints professionally but are seen to resolve them
accordance to the law. Always follow the company’s guidelines and do not offer
customers a solution that is beyond the guidelines.

d. Promotional services offered

Promotional services like, gifts, newsletters, vouchers, etc are given to

customers every day and this is helpful to stick existing customers to the
company.
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Q28: What procedures or methods can be used to handle and resolvec.the
Misunderstanding of customer requests
following complaints from customers? Write your answer in 3 – 5 points for each.
• Apologise to the customer
a. Incorrect pricing or quotes
• Give them full attention
• Apologise to the customer and follow the organisation policy to fix it.
• Ask them to clear the misunderstand and resolve the issu
• Supporting your price with proof if the customers are maybe wrong or
mistaken d. Escalated complaints or disputes

• Be priced.
• Always make sure products and services are accurately respectful and don’t enrage the customer

b. Delays or errors in providing products or services • Remain professional

• Apologise to them for the delay and resolve the issue • Apologise to customer

• Give them explanation • Resolve the issue as soon as possible

• Tell them how you are resolving the issue • Do not enrage the customer. Speak in a positive manner
Satisfactory
• Give them alternatives response
Yes ☐ No ☐
Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 28 of 60
e. Other team members or suppliers not providing special
requests

• Resolved by the higher management

• Supervisor need to suggest possible solution.

• resolve this through regular communication. training, coaching and

counselling. this is to prevent it in the future.

f. Misunderstandings or communication barriers

• Observe the customer

• ask the right questions

• listen actively and make sure you understand

• If there is misunderstanding, then apologies and resolve it to the customer’s

satisfaction.

g. Unmet expectations of, or problems or faults with, a

service or product

• All customers are entitled to refund only if they have proof like a receipt,
bank statement, credit card bill, an invoice, shop’s packaging, or witness
account of purchase.

• Seek help from assistance or management.

• Apologise first.
Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 29 of 60
Satisfact
ory Q29: Explain three (3) methods which can be used to provide compensation
to dissatisfied customers in 2- 5 lines for each.
response

One method that can be used to provide compensation to dissatisfied customers is special attention
during the service period. Always pay attention to them and hear what say and understand their emotions
and feelings.

Another method is discounts. Discounts can be given to the customer based on what their complain is. By
this they may be satisfied that you are there to solve every problem and will not let them down.

Another method is Special customer service delivery on the next attendance. Next time they come into the
restaurant for example, you could give them special gift or special service to turn them into satisfied
customer.
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Satisfactory Q30: What factors need to be considered when determining the compensation of
dissatisfied customers? Your answer should cover financial constraints
response of the organisation and profitability of sales in 150-200 words.
Yes ☐ No ☐
When you are offering a compensation, always consider the financial constraints of the
organisation and the profitable of the sale. To find out the profit, the equation is:
Income from product or service- expenses to produce it = profit or loss
- Money comes in from the paying customers - Money goes out to pay your expenses - If your
income is higher than your expenses, you’re on the path to profit. - If your income is lower than
your expenses, you’re operating at a loss and on the road
to ruin.
When offering customers compensation, you need to remember that money slips from your hand
on a lot of expenses which depends on the type of business that you are in. You need to calculate
how much profit you get and how much is your loss. Factors that need to be considered are:
- Net profit - Food costs - Labour costs - Utilities - Business costs - Taxes - Maintenance
Q31: Satisfactory
response
Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 31 of 60
Yes Explain on 30 – 50 words special needs, customs and practices
b. Bodyoflanguage and body gestures
☐ No ☐
c. Formality
customers from a various social and cultural background related to of language
following:
d. Clothing
a. Modes of greeting, farewelling and conversation

To keep fairness in the company, every customer should be treated the same and treated in the way
they need. Some people have special needs, for example, they have hearing difficulties and need
special assistance. Some people whose first language is not English can use gestures and body
language to get their message across. Some people from different cultures may have different
clothing e.g. head scarf, face covers, etc. Accommodate these and treat each customer with the
kindness they deserve. People from other cultures may have gestures, greetings or habits which are
different to yours. They also need to be treated with fairness.

Q32: Explain the listed methods of collecting feedback in 30 – 50 words

a. for
Formal
each. Your answer should cover the following formal and informal Satisfactory
methods: response
Yes ☐ No ☐
Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 32 of 60
i. Surveys- Surveys are taken from the internal and external
customers to improve customer service and make it better.
These can be taken from customers and in business staff. This
helps get the personal views from staffs and customers and get
to know how they feel and what could be done that improves the
business. whether it is pricing or service.

ii. Interviews- Verbal questions can be asked to develop an

understand of what the customers want or need. This helps for the
future customers as well but keeping in mind that all customers
are different.

iii. Structured questioning- There are different type of

questions and some of them are open and closed questions.
Questions are given to the customers and they answer it honestly.

b. Informal

i. Observation- Viewing and experiencing different

restaurants, bars, hotels, events, travel agencies or other
customer service environments.

ii. Casual discussion- Discussion with colleagues is good to

keep account of because they may suggest ways that can improve
the business even more because they work in the company, it is
easier to get more opinions on improvement.
Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 33 of 60
Satisfactory Q33: Explain any three (3) communication techniques and equipment used to communicate
with internal and external customers. Provide their
response features, conventions and usages. Provide your answer in 50 – 100
Yes ☐ No ☐ words for each technique.
1. Observe customers: a. Eye contact- Look around the room while on service position to notice if
there
is anyone need help, or someone is trying to capture your attention. b. Posture- if you see a
customer, smile at them and if they are comfortable,
approach them if they need any help. c. Facial expressions- If they seem upset, take initiative to
improve the situation. d. Gestures- Communicate using body language if the customer’s first
language
is not English. e. Dissatisfaction- Internal and external customers change their behave as per
their mood. Try to resolve the issue and take swift action before it escalated.
2. Ask the right questions a. There are three type of questions. One of them is open questions.
These ask customers to provide with information. Use these in early stages of the conversation b.
Closed questions- They ask the customer to provide yes or no. and not with specific
detail c. Reflective questions- These follow open questions and show customer that you have
been listening very carefully. This has two steps: paraphrasing what the customer said and
asking other questions to clarify something.
3. Listen actively. Be attentive and give the customers your full attention. show them that you
understand what they are saying. Listen to their tone of voice and their body language. Be a
mirror and look at their priorities and mirror back their needs, main points, priorities, thoughts,
feelings, problems, or questions. Be respectful; if the customer asks obvious questions, do not
make them feel uncomfortable or dumb. Be proactive. Act instead of just saying in words because
action speaks louder than words.
Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 34 of 60
Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 35 of 60
Assessment method-based instructions and guidelines: Skills Test
Assessment type

• Skills Test - Conduct a survey and prepare an improvement plan

Instructions provided to the student:

Assessment task description:

• This is the second (2) assessment task you must successfully complete to be deemed competent in this unit of
competency.
• This assessment task is a Skills Test.
• This assessment task requires the student to assume the role of a manager in a restaurant.
• You should conduct a survey and prepare an improvement plan based on the given case study presented in
the task.
• You should also create a customer database to store information about the customer.
• For this assessment, you are required to ask various individuals to fill up the survey questions as listed below:
o The trainer will act as customers (different scenarios). o Two of the student will act as a customer. o
Remaining students available will act as employees of the restaurant
• You will receive your feedback within two (2) weeks, and you will be notified by your trainer/assessor when your
results are available.
• You must attempt all activities of the project for your trainer/assessor to assess your competence in this
assessment task.

Applicable conditions:

• This skill test is untimed and is conducted as an open book assessment (this means you are able to refer to
your textbook or other learner materials during the test).
• You will be assessed independently on this assessment task.
• 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 skills, techniques and
knowledge to your trainer/assessor.
• Your trainer/assessor may ask you relevant questions during this assessment task

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’s Student Handbook.

Location:

• This assessment task may be completed in:

☐a classroom ☐ learning management system (i.e.
Moodle), ☐ workplace, ☐ or an independent learning
environment.
Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 36 of 60
• Your Trainer/Assessor will provide you with further information regarding the location for completing this
assessment task.

Purpose of the assessment

This assessment task is designed to evaluate your following skills and abilities:
• Skill to anticipate, determine, confirm customer preferences, needs and expectations to meet their needs in a
professional and personalized manner.
• Skill to review and evaluate customer complaints and suggestions and generate action items to convert them
into opportunities.
• Skill to prepare customer database to store customer information, their special needs and spending.
• Reading skills to collect, review, interpret/understand and analyses/review text-based business information from
a range/number of sources.
• Written and oral/speech communication skills to organize and deliver information to effectively communicate
project initiation processes to a range of stakeholders/interested people.
• Skills to interact/cooperate with others using appropriate conventions/systems when communicating to, and
consulting/discussing with stakeholders/interested parties
• Skills to analyses relevant/appropriate information to identify scope/range of work, goals and objectives and to
evaluate/review options/other choices.
• Skills to use familiar/known digital technology to access/get to information, document findings/results and
communicate them to stakeholders.

Task instructions

• This is an individual assessment.

• Word-limit for this assessment task is 800-1500 words.
• To ensure your responses are satisfactory, you should consult a range of learning resources and other
information such as handouts, textbooks, learner resources etc.
• Further instructions to be included based on the task.
• Your writing must be concise, to the point, not provide irrelevant information and according to the word limit
given.
• You must write your responses in your own words.
• You will be required to complete all parts of this assessment task.
Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 37 of 60
Assessment Task 2 - Skills Test

Skills Test:

You are working as a restaurant manager in an Indo-Chinese restaurant that serves different cuisines such as
Chinese, Indo-Chinese, Indian and Thai food. It is your job to greet and serve the customers.

With the arrival of Spring, the customer flow has increased, and it is creating a busy environment in the restaurant. The
restaurant is currently employing a Head Chef, two cooks and seven waiters.

The restaurant is determined to seat and take orders from the customers within 2 minutes of their arrival and serve the
meals within 20 minutes.

The restaurant has prepared policies and procedures to smoothly handle the day to day operation:

Keys

The manager is responsible for handling keys and security codes. The manager is responsible for ensuring all doors
and windows are locked, and the alarm system is set at the end of the night. The manager also opens the restaurant in
the morning and disengages the alarm.

Cash Besides the manager, a designated cashier is allowed to access to the cash. Each cash register operator has a
unique access code to use during the point of sale. Before starting the shift, the cashier must count and sign for a cash
drawer. Training must be given for cashiers to make sure that they fully understand their responsibility, handle cash
with care and keep their password secret.

Behaviour Clear limits are set on the behaviour that is allowed during working hours. Each employee is trained on
etiquette and the restaurant’s values prior to commencing service to a customer.

Any staff member that is found to be working under the influence of drugs and alcohol will be terminated effective
immediately.

Appearance All employees must take care to keep their uniforms clean and tidy. Employees will be sent home to
change or shower if they show up for work looking untidy. Employees can exchange their uniform for a new one if
theirs has been permanently stained or damaged. Employees must take their personal hygiene and cleanliness very
seriously. Repeated offences by an employee may lead to termination of employment.

Schedule Each employee should be ready to perform job duties in uniform at their scheduled start time. Any changes
in the schedule must be approved in writing a minimum of 24 hours in advance by the manager. Employees not
adhering to the schedule will lose their shift and may be terminated.

Compensation

If a customer experiences a minor customer issue/problem, the manager is authorised to offer one free beverage
either immediately or for the next visit.

If the issue is of a minor to moderate nature, the manager is authorised to offer a 10 per cent discount voucher for next
visit.

For a serious issue, the manager can offer a “free main meal for two people” gift voucher for the next visit.
Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 38 of 60
Part A:

As a restaurant manager, prepare two (2) survey questionnaires to obtain information on your customer’s preferences,
needs and expectations to help you provide professional and personalized customer service experiences going
forward. Read the restaurant’s policies and procedures before preparing the questions.

PR2.1 Prepare a questionnaire for a survey focusing on your external customers. Use the template provided below.

PR2.2 To promote professional and personalized customer service experiences, prepare a separate questionnaire to
check areas of improvement. Use the template provided below.

Provide the prepared questioners to the instructor in an Excel file.

PR2.2.

Template for Survey:

Date:

Please rate your level of agreement to every question on a scale of 1 to 4 (1 being Disagree, 2 being Somewhat
disagreed, 3 Somewhat agreeing, and 4 being Totally agreed
Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 39 of 60
Part B:

As a manager, prepare a customer profile database to store information about your customers. Special customer cards
have been prepared, which can be used to get a 10% discount when customers spend more than $35 in the
restaurant. Also, if a customer visits the restaurant on their birthday, they will be provided with a free birthday cake.

PR2.3 Prepare a customer profile database to capture customer information that can be used in the future to provide
tailored products and services. Save this information in your MS Excel file.

The following information needs to be included:

1. Customer Info

a. Customer Id
a. 01 b. 02 c. 03 b.
Customer name
a. Harry b. Maria
c. Jenny c. Date of
birth
a. 19/8/1985 b. 7/6/1955 c.
4/9/1991 d. Gender e.
Special service needs
a. Vegetarian b. Like extra sugar in their coffee
c. Nut allergy d. f. Comment
a. Must be greeted first in a respectful and formal manner. Does not like people meeting his gaze as he
feels it is disrespectful. Must respect his personal space and only enter this space when he gestures with
his hand in a beckoning motion. b. Is one of our oldest, long term members c. Loves to chat about fine art
(fine art major)

2. Most recent customer transaction

a. Customer Id (taken from customer info table)

a. 31 b. 11 c. 15 b.
Transaction date
a. 05/06/2017 b.
21/8/17 c.
23/7/17

c. Items ordered
a. Vegetarian fried rice (@ 13.50 each), vegetarian steam vegetables (@ 10.50 each). 1 latte
with almond milk (@ 5.5 each) and an orange juice (@ 5 each)
Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 40 of 60
b. 8 regular coffees (@ 4.5 each), two buttered croissants (@ 4.5 each), 2 slices of cake (@ 3.2 each), 2 soup of
the day (@ 6.5 each), 1 BBQ beef burger (@ 8.5 each) and 3 smashed avocado on toast with eggs (@ 16.50
each). c. Extreme mountain chocolate milkshake (@ 7.5 each) d. Billed amount
a. Student to calculate b. Student
to calculate c. Student to calculate
e. Discount provided
a. Student to calculate b. Student
to calculate c. Student to calculate
f. Net bill amount
a. Student to calculate b.
Student to calculate c.
Student to calculate

Part C:

For the next task, you will assume the role of the restaurant manager and approach two customers and two employees
in order to gain feedback and identify improvement areas by asking them to fill in the survey created in Part A.

Before the customer begins the survey, you are required to ascertain the relevant customer profile information to enter
into your new customer profile database. These two customers will become member four and five in your database,
and during the survey, one customer will have an issue/complaint relating to delays in service.

After verbally confirming the customer profile information and having staff and customers fill in each appropriate
survey, you will need to then analyse, review and evaluate the surveys. On completion of this, you then need to
discuss and clarify any issues and/or complaints with the customer in private, understand and empathise with the
situation and offer reasonable/appropriate compensation for the service/product difficulty they experienced.

For this role-play exercise, you will pair up with four other students, assigning designated roles to each person. At the
conclusion of the scenario, each student will switch with the other students to ensure everyone experiences the
manager’s role. If there are an insufficient number of students, the trainer will assume multiple roles for the scenario,
rotating roles at the conclusion of each exercise. If the student is required to participate in multiple roles for the
exercise, they will also switch after each round, of the role-play scenario.

PR2.4 Request two customers to provide customer survey and customer profile information after their dinner while
presenting a bill to them. Enter these two entries in the template created in above task PR2.1 and PR2.3
Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 41 of 60
Added the two new customers who did the survey in the customer profile above.

PR2.5 Distribute the survey to the employees of the restaurant as prepared under PR2.2. Ensure that it is filled up and
collected.

PR2.6 Analyse, review and evaluate the input of both internal and external customers and come up with four areas of
improvement to ensure customer satisfaction and turn the complaints into opportunities. Save this into an Excel file.
Finally, meet with the customer who filled in the survey and had a customer complaint about their product/service.
During this meeting, you need to demonstrate understanding and offer reasonable compensation, in line with
organisation policies and procedures.
Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 42 of 60
Pre-Assessment Checklist: Task 3 - Role Play

The purpose of this checklist 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 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 with your 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 ☐ I do not require reasonable adjustment
Declaration (Student to complete) ☐ I confirm that the purpose and procedures of this assessment task has 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 the 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: ______________________________________

Student Signature: ___________________________________

Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 43 of 60
Assessment method-based instructions and guidelines: Role Play
Assessment type

• Role Play

Instructions provided to the student:

Assessment task description:

• This is the third (3) assessment task you must successfully complete to be deemed competent in this unit of
competency.
• This assessment task is comprised of a role play/presentation to be completed in front of your trainer/assessor.
• The role-play must be related to the previous assessment task.
• You will receive your feedback within two (2) weeks, and you will be notified by your trainer/assessor when
results are available.

Applicable conditions:

• This role play/presentation is timed.

• The time allowed to develop the required resources for presentation is 3 weeks prior to the presentation.
• Electronic devices are allowed during this assessment task.
• 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 practical skills, techniques
and knowledge to your trainer/assessor.
• Your trainer/assessor may ask you relevant questions during this assessment task.

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’s Student 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 the student with further information regarding the location for completing this
assessment task.
Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 44 of 60
Instructions for completing a presentation:

• You are advised to write down the keywords and important phrases to help you to deliver the presentation.
• You must not read the presentation word-by-word and should use the presentation for reference purpose only.
• You must explain the topics appropriately.
• Your tone, gestures, body language, has to be according to the role you are portraying.
• Use language that is appropriate for your audience. Consider if slang and abbreviations are right for your
audience and ensure acronyms are explained.
• Use a friendly, professional manner.

Information for attempting a role play:

• Please note that the task includes participation in the role play.
• The aim of the task is to present the role play as part of Assessment task 2 and scenario provided in parts of this
assessment task.
• Role plays provide a controlled environment in which students can practice skills, roles and processes.
• In addition to preparing for your own role-play, learning is reinforced by observing other team members and
offering comments and constructive feedback.
• This role play focuses on the elements and performance criteria for this unit of competence, which is available
on the training website http://training.gov.au.
• You must present your role play to your trainer/assessor on the due date.
• Reasonable adjustments will be allowed for those candidates who are eligible to receive them.
• Please read through the instructions and assessment information carefully, prior to commencing these tasks.

Purpose of the assessment

This assessment task is designed to evaluate your following skills and abilities:
• Skill to anticipate, determine, confirm customer preferences, needs and expectations and advise appropriate
products, services to meet their needs in a professional and personalized manner.
• Skill to offer extras and add-ons as well as tailored products and services and cater special request of the
customer.
• Skill to coordinate with the team and share customer information to ensure quality service.
• Skill to identify problems, anticipate delays and update customers on expected outcomes.
• Skill to advise customers on alternative products and services and compensate for any service difficulties.
• Skill to analyze client impact and provide ongoing internal feedback on customer complaints and improvements.
• Skill to use questioning techniques to identify possible cause and detail of complaints and take responsibility to
resolve complaints by analyzing possible options and acting swiftly to resolve them in a professional manner.
• Skill to analyze the complaints and convert them into opportunities to demonstrate high-quality customer service
and enhance response to future issues.
• Skill to maintain customer profile and use them to provide personalized and tailored product and service to
promote repeat business.
• Reading skills to collect, review, interpret/understand and analyses/review text-based business information from
a range/number of sources.
• Written and oral/speech communication skills to organise and deliver information to effectively communicate
project initiation processes to a range of stakeholders/interested people.
• Numeracy/numbers- mathematical Skill to interpret/understand mathematical data when reviewing and
analyzing scenario/setting-situation business information.
Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 45 of 60
• Skills to work independently/freely as well as collaboratively/together to make decisions about project initiation
processes.
• Skills to interact/cooperate with others using appropriate conventions/systems when communicating to, and
consulting/discussing with stakeholders/interested parties
• Skills to analyses relevant/appropriate information to identify scope/range of work, goals and objectives and to
evaluate/review options/other choices.
• Skills to use familiar/known digital technology to access/get to information, document findings/results and
communicate them to stakeholders.

Task instructions

• This is an individual assessment.

• The time allowed to conduct role-play is 25 to 30 minutes.
• To ensure your responses are satisfactory, you should consult a range of learning resources and other
information such as handouts, textbooks, learner resources etc.
• All questions must be answered in order to gain competency for this assessment.
• Further instructions to be included based on the task.
Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 46 of 60
Assessment Task 3 - Role Play/Presentation

Role Play/Presentation:

Part A:

One customer comes with two children, a boy of age 12 and a girl of age 3. You need to identify their requirement,
special need and escort them to an appropriate table.

Your instructor will act as the customer, and one of the students will act as the waiter.

RP3.1 Greet them and analyse the customer need, preference and advise the customers about appropriate food and
seating arrangement for them as soon they enter the restaurant premises.

RP3.2 Inform about the special offer of the restaurant for kids - special fresh chocolate milkshake. Ask them if they
want to become a member of the restaurant and share the information on the benefits of buying a membership.

RP3.3 Assume, the customer accepts the offer. Get the information from the customer and fill in the
customer profile database.

RP3.4 Assume the customer ordered child combo meals from the menu. The boy has requested extra
chocolate to be added in the special fresh chocolate milkshake.

RP3.5 Assume the new waiter (student) is there to note down the customer order. Share the customer
information with the waiter to ensure he/she has understood the customer request properly.
Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 47 of 60
Part B:

The ordered food is ready, but the special fresh chocolate milkshake seems to be delayed as the available ice was
finished and will take 15 more minutes to get ice from the ice maker.

RP3.6 As a manager, anticipate the possible delay and share this information with the customer. Advise
on any alternative products for the kid.

RP3.7 The boy is eagerly waiting for his drink and is getting annoyed and yelling at you for the delay
in service. His father is also not happy about waiting for the food.

RP3.8 Apologize for the inconvenience and compensate for the service difficulty. Resolve customer
complaints to ensure they are satisfied.

RP3.9 You can now inform the customer that the special drink will be free of charge (the cost of the drink is $3.5) as a
compliment. After 15 minutes, the special drink is ready. Anticipate the possible situation and intervene with the waiter
and check if the special request of extra chocolate is fulfilled or not.
Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 48 of 60
Part C:

Another customer who ordered a Cappuccino with 2 tablespoons of sugar yelled to the waiter as there was no sugar.
The customer didn’t realize that sugar was available on the table. She just had to pour it herself. As the waiter was
new, he forgot to inform the customer about sugar.

RP3.10 As a manager, identify the problem and handle the situation by demonstrating your complaint resolution and
communication skill to talk with the customer and satisfy her. Seek informal feedback on the quality of food and service
from the customer. Your instructor will act as this customer.

RP3.11 In the afternoon, another customer had ordered Sweet and Sour Chicken and Crab Rangoon. The restaurant
was packed, and the kitchen was flushed with the food request. Based on the customer database, she is a regular
customer, and it is her birthday. After 25 minutes of waiting, the customer became impatience and complained about
the slow service of the food.

RP3.12 As a manager, communicate with the customer and resolve the complaints. Use questioning techniques to get
informal feedback on the possible cause of issue and detail of the complaint and the quality of food and service from
the customer. Assume, you give a 20% discount on the total billed amount of $45 to satisfy the customer. The
instructor will act as this customer.

RP3.13 Surprise her with a cake with her name and sing Happy Birthday to her. The cake cost $15 for
the restaurant.
Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 49 of 60
Part D:

For each complaint, as a manager, you need to log them properly.

RP3.14 Note down the incidents in the logbook in Excel format. It will be used in future to analyse the impact on
customers and provide feedback to ensure it’s not repeated. The following information needs to be logged:
a. Date b.
Incident

Use the template of the logbook below:

Date Incident Impact on customer What can be done in

future (solutions)
Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 50 of 60
Part E:

In the evening after service is completed, gather the employees and conduct a retrospective meeting on the issues
identified today.

For the meeting, two students will act as waiters; the trainer will act as the Chef.

RP3.15 Analyse the incidents and identify the impact on the customers and any action items which can be taken to
ensure they are not repeated in future. Identify the areas of improvement that can be opportunities to demonstrate
high-quality customer service. Use the areas of improvement identified under PR2.5 along with the action items. Ask
each employee to provide feedback on areas of improvement. Fill up the incident log book in Excel created in the
above task (Part F).
Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 51 of 60
Part F:

After the meeting, you and the cashier closed the account and logged the following information:

a. The total cost of food items: $340 b. Employee wages for the day: $3200 c. Total earning: $4226 d. Tax
on net earnings: 20% e. Cost of customer compensation / promotion: Calculate from the above incidents.
Assume
no other incident occurred.

RP3.16 Calculate the total cost of products and services and the net profit after the cost of customer
compensations.

Date:

Expenditure Income

Food costs Sales (earning)

Wages

Cost of compensation

Total

Total profit

Tax on profit

Net profit
 Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 52 of 60
Performance criteria checklist for unit assessment task:

Student Name

Observer Name

Unit of Competency SITXCCS007 - Enhance customer service experiences

Name of Workplace

Date of Observation

Procedure Roleplay

During the role-play did the student do the following:

a) Appropriate and professional body d) Ensured special requests on customer

language, gestures and tone delivery and coordinate with team
Yes No members and share them appropriate
customer information to ensure quality
service.

b) Effectiveness of the interaction, overall

(Interesting, informative and interactive)
Yes No

e) Identified the problem and took

c) Determined customer preferences, immediate action to resolve them and
needs and expectations and advised on inform any delays and updates to the
appropriate products and alternative customer.
products with extras, add-ons and tailored
products and services in a professional
and personalised manner.
Yes No

f) Proactively handled any customer

complaints and compensated for any
service difficulties and delays.
 Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 53 of 60
g) Identified problems with products and k) Ability to understand the questions
services, its impact on the customer and and answering correctly
use strategies to enhance customer
expectations.
Yes No

l) Ability to calculate the costs of products

and services and net profit after applying
for reasonable customer compensation.

h) Identified areas of improvement that can

turn complaints into opportunities to
demonstrate high-quality customer service.
Yes No
m) Able to accurately record entries into
customer service records to maintain key
customer information data

i) Reviewed and evaluated complaints and

provided feedback on customer complaints
to management and team.
Yes No
The student’s performance was:
Not yet satisfactory
Satisfactory

Feedback to student:
j) Maintained customer profile and used
them to provide personalised and tailored
product and service to promote repeat
business.
Yes No Student signature

Observer signature
Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 54 of 60
Assessment Results Sheet
Outcome First attempt:

Outcome (make sure to tick the correct checkbox):

Satisfactory (S) ☐ or Not Satisfactory (NS) ☐

Date: _______(day)/ _______(month)/ ____________(year)

Feedback:

Second attempt:

Outcome (make sure to tick the correct checkbox):

Satisfactory (S) ☐ or Not Satisfactory (NS) ☐

Date: _______(day)/ _______(month)/ ____________(year)

Feedback:

• I declare that the answers I have provided are my own work. Where I have
Student Declaration accessed information
from other sources, I have provided references and or links to my sources.
• I have kept a copy of all relevant notes and reference material that I used as part of my
submission.
• I have provided references for all sources where the information is not my own. I
understand the consequences of falsifying documentation and plagiarism. I understand
how the assessment is structured. I accept that the work I submit may be subject to
verification to establish that it is my own.
• I understand that if I disagree with the assessment outcome, I can appeal the
assessment process, and either re-submit additional evidence undertake gap training and
or have my submission re-assessed.
 • All appeal options have been explained to me.

Student Signature
Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 55 of 60
Date

Trainer/Assessor
Name
Trainer/Assessor ☐ Vocational competencies at least to the
Declaration Current relevant industry skills ☐ Current k
and undertake ☐ Ongoing professional dev

I declare that I have conducted an assessment of this student’s submission. The

assessment tasks were deemed current, sufficient, valid and reliable. I declare that I have
conducted a fair, valid, reliable, and flexible assessment. I have provided feedback to the
student.

Trainer/Assessor
Signature

Date

Office Use Only Outcome of Assessment has been entered into the Student Management System

on _________________ (insert date)

by (insert Name) __________________________________

 Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 56 of 60
Appendix A: Reasonable Adjustments

Write (task name and number) where reasonable adjustments have been applied:

Reasonable Adjustments

• Students with carer responsibilities, cultural or religious obligations, English as an additional language, disability
etc. can request for reasonable adjustments.
• Please note, academic standards of the unit/course will not be lowered to accommodate the needs of any
student, but there is a requirement to be flexible about the way in which it is delivered or assessed.
• The Disability Standards for Education requires institutions to take reasonable steps to enable the student with a
disability to participate in education on the same basis as a student without a disability.
• The trainer/assessor must complete the section below “Reasonable Adjustment Strategies Matrix” to ensure the
explanation and correct strategy have been recorded and implemented.
• The trainer/assessor must notify the administration/compliance and quality assurance department for any
reasonable adjustments made.
• All evidence and supplementary documentation must be submitted with the assessment pack to the
administration/compliance and quality assurance department. Reasonable Adjustment Strategies Matrix
(Trainer/Assessor to complete)

Category Possible Issue Reasonable Adjustment Strategy

(select as applicable)
□ LLN □ Speaking □ Confidence
□ Reading □ Discuss with the student and supervisor (if
applicable) whether language, literacy and numeracy are likely to impact
□ Writing on the assessment process
□ Confidence □ Discuss with the student and supervisor (if
bal assessment applicable) whether language, literacy and numeracy are likely to impact
sentations on the assessment process
□ Discuss with the student and supervisor (if
monstration of a skill applicable) whether language, literacy and numeracy are likely to impact
e of diagrams on the assessment process
□ Discuss
□ Use of supporting documents suchwith
as the student and supervisor (if
wordlists
applicable) whether language, literacy and numeracy are likely to impact
□ on the assessment process
Non- English
Speaking □ Use methods that do not require a higher level
Background of language or literacy than is required to perform the job role
□ Use methods that do not require a higher level
of language or literacy than is required to perform the job role
□ Use short sentences that do not contain
large amounts of information
□ Clarify information by rephra
 □ Read any printed information to the student
□ Use graphics, pictures and colour coding instead of, or to support text
□ Offer to write down, or have someone else write, oral responses given by the student
□ Ensure that the time available to complete the assessment, while meeting enterprise requirements, takes
account of the student’s needs
 Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 57 of 60
Reasonable Adjustment Strategies Matrix (Trainer/Assessor to complete)

background
□ Indigenous

□ Flexibility □ Limited study skills and/or

turally appropriate training learning strategies
turally appropriate training □ Discuss with the Student previous learning experience
□ Discuss
□ Explore understanding of concepts and with the Student previous learning experience
cal application through oral assessment □ Ensure learning and assessment methods
□ Explore understanding of concepts
meet and
the student’s individual need
cal application through oral assessment □ Ensure learning and assessment methods
□ Services meet the student’s individual need
□ Ensure learning and assessment methods
□ Inappropriate training meet the student’s individual need
and assessment
xible delivery
ng group rather than individual assessments
□ Assessment through completion of practical tasks
field after demonstration of skills and knowledge. □ Disability □ Speaking
□ Age □ Educational □ Reading
background □ Writing
□ Limited study skills □ Numeracy
ke sure font size is not too small □ Limited study skills and/or
ner/Assessor should refer to the student’s experience learning strategies
□ Identify the issues
□ Ensure that the time available to complete the
sment takes account of the student’s needs □ Create a climate of support
□ Ensure
□ Provision of information or course access
materials in antoaccessible
support that the student has agreed to
format.
□ Changes in teaching practices,□e.g.
Appropriately
wearing anstructure the assessment
FM microphone to enable a student to hear lectures
□ Supply of specialised equipment or services, e.g. a note-taker for ainformation
□ Provide student whoor course
cannot materials
write in an
accessible format, e.g. a textbook in braille
□ Changes in lecture schedules and arrangements, e.g. relocating classes to an accessible venue
□ Changes in teaching practices, e.g. wearing an
□
FMChanges to course
microphone design,
to enable e.g. substituting
a student an assessment task
to hear lectures
□ Modifications to the physical environment, e.g. installing□lever taps,
Supply of building ramps,
specialised installing
equipment or aservices,
lift e.g. a note-take
□ Educational
□ Changes in lecture schedules and arrangements, e.g. relocating classes to an accessible venue
□ Changes to course design, e.g. substituting an assessment task
□ Modifications to the physical environment, e.g. installing lever taps, building ramps, installing a lift
Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 58 of 60
Explanation of reasonable adjustments strategy used

Trainer/Assessor
Name

Trainer/Assessor Declaration I declare that I have attached all relevant evidence to provide reasonable
adjustment. The training package guidelines and criteria have not been compromised in the process of providing
reasonable adjustment to the student. I declare that I have conducted a fair, valid, reliable, and flexible assessment.
I have provided an explanation of reasonable adjustments strategy used, as required.

Trainer/Assessor
Signature

Date
 Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 59 of 60
Appendix B: Learner Evaluation Form
Please complete this evaluation form as thoroughly as you can, in order for us to continuously improve our training
quality. The purpose of the evaluation form is to evaluate the areas below:

• logistics and support

• facilitation
• training material
• assessment

Your honest and detailed input is, therefore, of great value to us, and we appreciate your assistance in completing this
evaluation form!

Unit of Competency e
Name
Trainer/Assessor
Name ey
y

Student Name
(Optional) l
Dates of Training
y

Employer/Worksite (if l
applicable)
Date of
lleearrggre
Evaluation

A Logistics and Support Evaluation No. ggnnteaaoourrrssiietgt

Criteria/Question SDDNAS1 The communication
regarding the required
e
attendance and time to study to pass this unit was correct 2
The staff were efficient and helpful. 3 The training equipment
and material used was
e
effective and prepared. 4 The training venue was conducive
r to learning (set-up for convenience of students, comfortable
in terms of temperature, etc.)
g
A Additional Comments on Logistics and Support
Version Number: 10 (Review date: 01/06/2022) Unit Code: SITXCCS007 Page 60 of 60