SITXCOM005 MANAGE CONFLICT

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Assessment-3
SITXCCS007 ENHANCE CUSTOMER SERVICE EXPERIENCES
SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES
SITXCOM005 MANAGE CONFLICT
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“I declare that: The material I have submitted is my own work; I have given references for all sources of information that are not my own, including the words, ideas and images of others”.
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Assessment Outcome
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Information for Student:
All work is to be entirely of the student.
General Information for this assessment:Read the instructions for each question very carefully. Be sure to PRINT your FIRST name & LAST name in every place that is provided. Short questions must be answered in the spaces provided. For those activities requesting extra evidence such as: research reports, essay reports, etc. The student must attach its own work formatted in double space, Arial 12 pts. All activities must be addressed correctly in order to obtain a competence for the unit of competency. If the student doesn’t understand the assessment, they can request help from the assessor to interpret the assessment. Re-submission of assessment after the term will incur additional fees.
Re-assessment of Result & Academic Appeal procedures:
If a student is not happy with his/ her results, that student may appeal against their grade via a written letter, clearly stating the grounds of appeal to the Chief Executive Officer. This should be submitted after completion of the subject and within fourteen days of commencement of the new term.Re-assessment Process: An appeal in writing is made to the Academic Manager providing reasons for re-assessment /appeal. Academic Manager will delegate another faculty member to review the assessment. The student will be advised of the review result done by another assessor. If the student is still not satisfied and further challenges the decision, then a review panel is formed comprising the lecturer/trainer in charge and the Academic Manager OR if need be an external assessor. The Institute will advise the student within 14 days from the submission date of the appeal. The decision of the panel will be deemed to be final. If the student is still not satisfied with the result, the he / she has the right to seek independent advice or follow external mediation option with nominated mediation agency. Any student who fails a compulsory subject or appeals unsuccessfully will be required to re-enrol in that subject.The cost of reassessment will be borne by the Institute. The external assessor will base his/her judgement based on principles of assessment. These principles require assessment to be reliable, fair, practical and valid.Academic Appeals: If you are dissatisfied with the outcome of the re-evaluation process, you have a right to appeal through academic appeals handling protocol. To appeal a decision, the person is required to complete the WSC- Request for Appeal of a Decision form with all other supporting documents, if any. This form is available via our website. The completed Request for Appeal form is to be submitted to the Student Support Officer either in hard copy or electronically via the following contact details: Student Support Officer, Western Sydney College (WSC), 55 High St, Parramatta NSW 2150, Email: [email protected] The notice of appeal should be in writing addressed to the Chief Executive Officer and submitted within seven days of notification of the outcome of the re-evaluation process. If the appeal is not lodged in the specified time, the result will stand and you must re-enrol in the unit. In emergency circumstances, such as in cases of serious illness or injury, you must forward a medical certificate in support of a deferred appeal. The notice of appeal must be made within three working days of the concluding date shown on the medical certificate. The decision of Chief Executive Officer will be final. Student would then have the right to pursue the claim through an independent external body as detailed in the students’ complaint / grievance policy.
Comments/Feedback to Students
Assessment Task 3: Workplace observationsError: Reference source not found
Task summary
For this task your assessor will visit your workplace to observe you interacting with customers. Your assessor will then ask you some verbal questions to confirm your knowledge about workplace requirements and you will need to demonstrate how customer complaints are resolved.
Resources and equipment required to complete this task
Access to the workplace environment that includes customers, colleagues and customer relationship management software
When and where do I need to complete this task?
You will do this task in the workplace environment during your assessor’s workplace visit.
Your assessor will provide you with the date of their workplace visit.
What do I need to submit?
You do not need to submit anything for this task.
Instructions
Your assessor will arrange a suitable time to visit you in your workplace to observe you interacting with customers, and then afterwards will ask you some verbal questions and demonstrate customer complaint procedures.
During the workplace visit, your assessor will be looking to see that you can: Identify customer requirements for two different internal and two different external customer requirements Anticipate, determine and confirm customer preferences, needs and expectations by using effective communication, active listening and questioning techniques. Advise customers of products and services that meet their needs. Promptly provide products and services to customers within designated timeframes. Provide a professional yet personalised service to customers to encourage repeat business. Use software to access and analyse customer information. Offer your customers extras and add-ons, tailor made and/or additional services based on their customer profile. Check actioning of any special requests made before customer delivery. Liaise with your team members and suppliers to provide services. Share information about customers with team members. Maintain customer profiles to enhance service delivery. Implement and monitor your workplace’s customer service practices as outlined in their policies and procedures. Act as a positive role model for professional service standards expected. Seek formal and informal feedback from staff and customers to improve performance of self and business.

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What do I need to hand in for this task?
Have I completed this?
You do not need to hand anything in
NA
Assessment Task 3: Observations
This task is to be assessed in the student’s workplace where they can be seen interacting with a number of customers and various requests. After the observation period, sit with the student and ask them the verbal questions, which will be followed by three scenarios where they will need to deal with customer complaints.
Yes
No
Comments
During the observation, did the student:
Identify customer requirements for two different internal and two different external customer requirements?
Anticipate, determine and confirm customer preferences, needs and expectations by using effective communication, active listening and questioning techniques?
Advise customers of products and services that meet their needs?
Promptly provide products and services to customers within designated timeframes?
Provide a professional yet personalised service to customers to encourage repeat business?
Use software to access and analyse customer information?
Offer customers extras and add-ons, tailor made and/or additional services based on their customer profile?
Check actioning of any special requests made before customer delivery?
Liaise with team members and suppliers to provide services?
Share information about customers with team members?
Maintain customer profiles to enhance service delivery?
Implement and monitor their workplace’s customer service practices as outlined in their policies and procedures?
Act as a positive role model for professional service standards expected?
Seek formal and informal feedback from staff and customers to improve performance of self and business? (Eg discussion and survey)

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Ask the student the following verbal questions:
Discuss how you seek feedback from staff and customers so you can improve performance in customer service delivery? Student details methods they have used for collected feedback eg, casual conversations, performance reviews, surveys, customer feedback forms on check out etc and how they have used this information to improve customer service delivery. Other: _______________________________________________________________________________________________________________________
Discuss how you identify problems with products and/or services and take action before providing this to a customer. Provide an example. Student satisfactorily described how they check the quality and if they notice a problem eg it is the wrong meal, they immediately correct the problem before providing it to the customer. For example, they take it back to the kitchen – request the correct meal and approach the customer with the delay and the solution before the customer has time to complain. Other: _______________________________________________________________________________________________________________________
Discuss how you anticipate delays in provision of products and/or services and provide regular updates to customers on time frames and outcomes. Provide an example. Student satisfactorily discussed how they handle this. They may refer to anticipating: Number of guests/bookings Number of staff available and their competencies Previous or current problems with certain products/services Providing timeframes, regular updates and outcomes. For example, apologise that there will be a delay with the barramundi of an additional 15 minutes, ask if that is acceptable or they would like something else, offer another drink while they wait and provide them with an update when they bring the drink over. Other: _______________________________________________________________________________________________________________________
Discuss how you offer customers alternative products and or services, if the one they want is not available or they are not happy to wait. Provide an example. Student satisfactorily discussed how they sell additional products and or services in place of chosen one and provided an example of this. For example, we are fully booked for this tour on that dates, but could I offer you a fantastic offer we have at the moment on a day trip to So and so Island? Other: _______________________________________________________________________________________________________________________
How do you compensate for service difficulty, and what is your own level of authority in doing so? Reference the policies and procedures in your answer? The student referenced their workplace’s policies and procedures in their answer and demonstrated their understanding of their own level of responsibility for compensating customers for service difficulty. In all likelihood as a student they will have no authority but they could mention other job roles and authority levels. Other: _______________________________________________________________________________________________________________________
How do you provide ongoing internal feedback on service issues and how do you suggest improvements that can be made? The student referred to how this is done in their workplace eg weekly team catch up, staff meetings, regular agenda item, staff suggestion box etc. Other: _______________________________________________________________________________________________________________________
How effective do you feel the customer service practices are here in the workplace in meeting customer service expectations? Provide three examples. Student demonstrates that they can assess the effectiveness of customer service practices by specifically discussing why or how three examples are effective/not effective. Other: _______________________________________________________________________________________________________________________
How do you promote repeat business by offering promotional offers or services according to workplace policies? The student referenced workplace policies in their answer and discussed how they encourage repeat business by promotional offers. Other: _______________________________________________________________________________________________________________________
Scenarios: The following scenarios need to be adapted to suit the student’s work environment. Adapt these situations to suit their situation specifically.
Imagine I am a customer who is unhappy with the quality of my service. I announce to you that I feel the standard is very poor and I am quite disappointed in the quality of what I have paid for. Act out this scenario and what you will do. Student needs to answer as if the situation is really happening. They should work according to the customer complaints policies and procedures and apologise, obtain details, and demonstrate how to action the complaint for resolution accordingly using the customer relationship software. Other: _______________________________________________________________________________________________________________________
I am a customer who is annoyed because I ordered one particular product service (pool facing room) but upon arrival I received a different one than promised (garden facing room). Deal with this situation. Student needs to answer as if the situation is really happening. They should work according to the customer complaints policies and procedures and apologise, obtain details, and demonstrate how to action the complaint for resolution accordingly using the customer relationship software. Other: _______________________________________________________________________________________________________________________
I am a customer who has complained that I received a product/service late (delay on meal, for example). I am unhappy that I had to wait so long for what I ordered/requested. This is very difficult for me as I am in a wheel chair and it was an inconvenience to me arrive for something only to be told that there is a delay. Deal with this situation. Student needs to answer as if the situation is really happening. They should work according to the customer complaints policies and procedures and apologise, obtain details, and demonstrate how to action the complaint for resolution accordingly using the customer relationship software. Other: _______________________________________________________________________________________________________________________
Please add any feedback to the student about this task on the Assessment Cover Sheet. Keep a copy of the completed Assessment Task Cover Sheet.
Please note any reasonable adjustments made for this task below.
Assessment Task 3 Outcome:
Satisfactory  Not Satisfactory 
Date:

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