ASSESSMENT TASK 1
Written Questions
This assessment task consists of 22 questions. You may use reference material to assist you such as texts and the internet, but you must correctly reference your information.
You must answer all questions correctly and in accordance with the instructions given.
Answers should exceed 50 words but no more than 300 words for each question.
1. Briefly outline the principles of quality customer service.
2. Explain the professional service standards for service industry personnel.
3. Discuss the attitudes and attributes expected by the service industries to work with customers.
4. Identify and describe the roles and responsibilities of management, supervisors and operational personnel in providing quality service.
5. Identify the sources of information on current service trends and changes that affect service delivery.
6. Outline the analysis of competitive environment and industry service trends.
7. What are customer service surveys?
8. Discuss what customer focus groups are.
9. Explain what qualitative or quantitative research.
10. How can you seek feedback from service delivery colleagues?
11. Outline how you would go about questioning customers.
12. How can you develop, implement and monitor customer service policies and procedures?
13. How can you evaluate staff and customer feedback?
14. How can you examine overall business performance?
15. How can you monitor the ongoing effectiveness of the following?
a. Staff in meeting customer service standards
b. Policies and procedures in explaining practices
16. How can you review the numbers and nature of:
a. Complaints
b. Disputes
c. Responses of customers
17. How might you review customer satisfaction survey statistics?
18. How could you conduct surveys of internal customers, external customers and staff?
19. How can improvements be suggested?
20. Identify and outline the industry schemes, accreditation schemes and codes of conduct aimed at improving customer service.
21. Discuss the following areas where organisational policies and procedures assist in ensuring quality customer service:
a. Acknowledging and greeting customers
b. Complaint and dispute management
c. Authority for different level personnel to resolve complaints, disputes, service issues and customer compensation
d. Loyalty programs
e. Presentation standards for customer environment and customer service personnel
f. Pricing and service guarantees
g. Product quality
h. Refunds and cancellation fees
i. Response times
j. Staff training
22. Outline the following objectives, components and comprehensive details of consumer protection laws that relate to customer service, and the business’ responsibility:
a. Nominating and charging cancellation fees
b. Providing information on potential price increases
c. Supplying products as described or substituting suitable products when unable
d. Formats for and content of policies and procedures
ASSESSMENT TASK 2
Practical activity
In this task student required to attend a mandatory practical class and need to complete a practical activity in front of the assessor. Your assessor will assess your knowledge and competency on the unit based on the activity in the practical class.
Submission requirement:
• Research, develop and manage quality customer service practices for at least three (3) different areas of the business that meet industry standards.
• Implement and monitor practices for quality customer service in line with above policies and procedures over four (4) service periods.
Perform the following actions to develop quality customer service practices:
• Obtain and document information on customer needs, expectations and satisfaction levels using both formal and informal research.
• Provide opportunities for customers and staff to give feedback on products and services.
• Review and document changes in internal and external environments and integrate findings into planning for quality service.
• Provide opportunities for staff to participate in development of customer service practices.
• Develop policies and procedures for quality service provision.
Complete the below steps to manage delivery of quality service:
• Communicate policies, procedures and expectations to staff.
• Make policies readily available to customers and staff.
• Monitor customer service in the workplace to ensure standards are met.
• Initiate staff training to enhance customer service.
• Take responsibility for service outcomes and dispute resolution.
• Act as a positive role model for professional standards expected of service industry personnel.
Perform the below actions to monitor and adjust customer service, evaluating practices for quality service provision and identifying any failings:
• Seek ongoing feedback from staff and customers to improve performance.
• Assess and document the effectiveness of customer service practices.
• Identify systemic customer service problems and adjust policies and procedures to improve service quality. Document the identified problems and adjustments made.
• Develop, document and communicate new approaches to customer service to staff involved in service delivery.
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