STUDENT ASSESSMENT TASKS

STUDENT ASSESSMENT BOOKLET

SIT50416

Diploma Of Hospitality

SITXCCS006 Provide service to customers

Student Name:

Date Commenced:

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SITXCCS006

PROVIDE SERVICE TO CUSTOMERS

STUDENT ASSESSMENT TASKS

Academic Appeal procedures & Re-assessment:

If a student at Australian Careers College is dissatisfied with his/ her results, the student may appeal against their result via a written request, clearly stating the grounds of appeal to the CEO /Training Manager. This should be submitted after completion of the subject and within 14 days of commencement of the new term.

If the student is dissatisfied with their results, he/she has a right to appeal.

The notice of appeal should be in writing addressed to the Training Manager and submitted within seven days of notification of the assessment results.

If the appeal is not lodged in the specified time, the result will stand as marked.

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 Training Manager will be discussed with the CEO/Operation Manager and will be final.

Student would then have the right to pursue the claim through an independent external body as detailed in the student’s complaint / grievance policy.

Procedures for academic appeals & complaints

ACC motivates students to express any concern they may have about assessments / study-related issues if necessary. Students need to follow ACC’s defined procedures, while addressing their assessment / study-related concern or wishing to make a complaint.

The student is expected to first contact their subject trainer to address their work/study-related concern.

If the student is not satisfied with the trainer’s response or has difficulty discussing matters with the trainer, they have the right to escalate the matter and discuss with the Training Manager to seek resolution.

Every student has an opportunity to formally present their case with the CEO /Training Manager. The student is welcome to bring a support person if they wish.

If the resolution reached is not to the satisfaction of the student, the student has a further right of appeal, which has to be done in writing, “complaint/appeal form” to the Training Manager.

The student needs to include all relevant information within their documented complaint.

The student may submit the documented complaint in writing by letter, email or in person.

The Student Service Manager will respond to the complaint in writing about the appeal outcome including the reasons for the decision within 10 working days from the date of submission. The decision will be reviewed by CEO /Training Manager prior to informing the student.

If the complainant is not satisfied with the solution provided, or if you want to complain or appeal this decision, you can contact the Overseas Students Ombudsman. The Overseas Students Ombudsman is free and independent. Find out more at http://www.ombudsman.gov.au/contact-us or phone 1300 362 072.

Assessments resit policy

All students will be offered an opportunity to resit/resubmit a failed exam/assessment only once. If the student still does-not succeed after the re-submission the student has to pay $100 reassessment fee for every subsequent attempt.

Students do not qualify for an automatic re-assessment:

If they are absent on the assessment due date without prior approval from the trainer / Training Manager; and

Do not meet the minimum attendance requirement.

ACC will inform the student of re-submissions / resit dates.

ACC will consider a student’s request for late-submission / extension on a case-by-case, provided that the evidence submitted by the student is valid.

Re-assessment Procedure:

An appeal in writing is made to the CEO /Training Manager providing reasons for re-assessment /appeal.

CEO /Training Manager will review the assessment in consultation with the trainer.

The student will be advised of the review result.

If the student is still not satisfied and further challenges the decision, then a review panel is formed comprising the lecturer/trainer in charge, the CEO or Training Manager OR if need be an external assessor.

ACC will advise the student of the appeal decision within 14 days from the submission date of the appeal. The decision of the panel will be final.

If the student is still not satisfied with the result, he / she has the right to seek independent advice or follow external mediation option with ACC’s 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 external assessor will be borne by the ACC. The external assessor will base his/her judgement based on principles of assessment. These principles require assessment to be reliable, fair, practical, and valid.

For further information please refer to Student Handbook.

Australian Careers College Pty. Ltd

Parap Campus

37 Gregory St, Parap, NT 0820

Sydney Campus

586-590 Parramatta Road, Petersham, NSW 2049

Assessment Overview

This Student Assessment Booklet includes all your assessment tasks for SITXCCS006 Provide service to customers.

Assessment Task Summary

This unit requires you to complete five assessment tasks. You must satisfactorily complete all tasks to achieve competency for this unit.

Assessment Task

Assessment Method

Task Summary

Assessment Task 1: Written Questions

Written Questions

Students must answer thirteen written questions in an open book written assessment.

Assessment Task 2: Serving External Customers

Observation

Students are to demonstrate the ability to provide quality customer service to three different external customers.

Assessment Task 3: Serving Internal Customers

Role play

Students are required to demonstrate how to provide quality customer service to three different internal customers.

Assessment Task 4: Customer Complaints

Role play

Students are required to adhere to organisational policies and procedures to demonstrate how to respond and resolve three customers complaints.

Assessment Task 5: Reflect and Suggest Improvements

Written report

Students are to review the complaints and feedback from Assessment Task 4 and write a report to suggest improvements to the service practice/procedure.

Assessment Documents

Assessment Task Cover Sheet

At the beginning of each task in this booklet, you will find an Assessment Task Cover Sheet. Please fill it in for each task where you need to submit items for assessment, making sure you sign the student declaration.

Your assessor will give you feedback about how well you went in each task and will write this on the back of the Task Cover Sheet.

The Assessment Process and Your Rights

Submitting your Assessment Tasks

When you have completed your assessment tasks, you will need to submit them, according to the instructions provided to you by your assessor or RTO.

If you are provided with a due date, you must make sure you submit your tasks in accordance with it. You may be required to apply for an extension if you require extra time, according to your RTO’s policies and procedures.

Instructions about submission can be found at the beginning of each assessment task.

Make sure you keep a copy of your tasks before you submit them. Your RTO will need to keep them as evidence and may not be able to return them to you.

Assessment Attempts and Resubmissions

You have up to three attempts to complete each assessment tasks satisfactorily. If after the third attempt, you have not completed a task satisfactorily, your assessor will make alternative arrangements for assessment, which may involve additional training and time to consolidate your skills and knowledge. When you are required to resubmit, you may be required to:

Resubmit incorrect answers to questions (such as written tasks and case studies)

Resubmit part or all of a project, depending on how the error impacts on the total outcome of the task

Redo a role play after being provided with appropriate feedback about your original performance

Being observed a second (or third time) undertaking any tasks/activities that were not satisfactorily completed the first time, after being provided with appropriate feedback

When you are required to resubmit, you’ll be given a due date for your resubmission. For example, you may:

Be given 30 days in which to resubmit incorrect responses to written tasks, projects and so on

Be provided with feedback about your performance in a role play and then being required to complete the role play again at a future meeting with your assessor

Need to complete workplace-based tasks again during the same workplace visit or additional workplace observations may need to be scheduled (as applicable)

All re-submissions will be conducted in accordance with the RTO’s policies and procedures.

Assessment Outcomes

Each assessment task will be given an outcome of either Satisfactory (S) or Not Satisfactory (NS). You must complete all tasks satisfactorily to achieve an overall outcome of Competent (C) for a unit. If one or more of tasks are assessed as Not Satisfactory, you will be given an outcome for the unit of Not Yet Competent (NYC).

You will be given a total of three attempts to complete each task and achieve a Satisfactory outcome. In the case of resubmission, you will be given a date by which you will need to resubmit, and you’ll be given feedback about what needs to be addressed in your resubmission.

Plagiarism, Cheating and Collusion

Plagiarism, cheating and collusion on assessments is not acceptable. Any incidence of this is considered academic misconduct. The definitions of each of these are below.

Cheating – seeking to obtain an unfair advantage in the assessment of any piece of work.

Plagiarism – to take and use the ideas and/or expressions and/or wording of another person or organisation and passing them off as your own by failing to give appropriate acknowledgement. This includes material from any sources such as staff, students, texts, resources and the internet, whether published or unpublished.

Collusion – unauthorised collaboration between students.

Where your assessor believes there has been an incident of academic misconduct involving plagiarism, cheating, and/or collusion, this will be addressed in line with the RTO’s policies and procedures which may ultimately lead to your withdrawal or you needing to complete the whole unit again.

Assessment Appeals

If you don’t agree with an assessment decision made, you have the right to appeal it. You may need to lodge your request for an appeal within a certain amount of time from the original decision being made. You will need to make your appeal in writing and follow your RTO’s process for appeals. Refer to your Student Handbook for more information about our appeals process.

Reasonable Adjustment

A legislative and regulatory framework underpins and supports the delivery of vocational education and training across Australia. Under this framework, providers of vocational education and training must take steps to ensure that students with recognised disabilities have the same learning opportunities and same opportunities to perform and complete assessments as students without disabilities. Sometimes reasonable adjustments are made to the learning environment, training delivery, learning resources and/or assessment tasks to accommodate the particular needs of a student with a disability. An adjustment is reasonable if it can accommodate the student’s particular needs while also taking into account factors such as:

The views of the student

The potential effect of the adjustment on the student and others

The costs and benefits of making the adjustment

RTOs are obliged by law to provide reasonable adjustments where required to ensure maximum participation of students with a disability.

Making reasonable adjustments requires the RTO to balance the need for change with the expense or effort involved in making this change. If an adjustment requires a disproportionately high expenditure or disruption it is not likely to be reasonable.[1]

Please discuss with your assessor if you believe a reasonable adjustment to an assessment task, method or process needs to be made on the basis of disability.

Information about Assessment

Dimensions of Competency

To be competent, you must show your ability to perform effectively in a broad capacity. The dimensions of competency ensure the person being assessed has the skills to perform competently in a variety of different circumstances. To be competent, you must demonstrate the following:

Task Skills: The skills needed to perform a task at an acceptable level. They include knowledge and practical skills, and these are usually described in the performance criteria.

Task Management Skills: These are skills in organising and coordinating, which are needed to be able to work competently while managing a number of tasks or activities within a job.

Contingency Skills: The skills needed to respond and react appropriately to unexpected problems, changes in routine and breakdowns while also performing competently.

Job Role/Environment Skills: The skills needed to perform as expected in a particular job, position, location and with others. These skills may be described in the range of variables and underpinning skills and knowledge.

Principles of Assessment and Rules of Evidence

Assessment must be conducted in accordance with the rules of evidence and principles of assessment (definitions from the Users’ Guide: Standards for Registered Training Organisations (RTOs) 2015).

The following are the definitions of the Principles of Assessment and Rules of Evidence.

Principles of Assessment

Validity:

An assessment decision of the RTO is justified, based on the evidence of performance of the individual learner.’

Validity requires:

Assessment against the unit/s of competency and the associated assessment requirements covers the broad range of skills and knowledge that are essential to competent performance

Assessment of knowledge and skills is integrated with their practical application

Assessment to be based on evidence that demonstrates that a learner could demonstrate these skills and knowledge in other similar situations; and

Judgement of competence is based on evidence of learner performance that is aligned to the unit/s of competency and associated assessment requirements.

Reliability:

Evidence presented for assessment is consistently interpreted and assessment results are comparable irrespective of the assessor conducting the assessment.’

Flexibility:

Assessment is flexible to the individual learner by:

Reflecting the learner’s needs

Assessing competencies held by the learner no matter how or where they have been acquired

Drawing from a range of assessment methods and using those that are appropriate to the context, the unit of competency and associated assessment requirements, and the individual.’

Fairness:

The individual learner’s needs are considered in the assessment process.

Where appropriate, reasonable adjustments are applied by the RTO to take into account the individual learner’s needs.

The RTO informs the learner about the assessment process and provides the learner with the opportunity to challenge the result of the assessment and be reassessed if necessary.’

Rules of Evidence

Validity:

The assessor is assured that the learner has the skills, knowledge and attributes as described in the module or unit of competency and associated assessment requirements.’

Sufficiency:

The assessor is assured that the quality, quantity and relevance of the assessment evidence enables a judgement to be made of a learner’s competency.’

Currency:

The assessor is assured that the assessment evidence demonstrates current competency. This requires the assessment evidence to be from the present or the very recent past.’

Authenticity:

The assessor is assured that the evidence presented for assessment is the learner’s own work.’

Glossary of Instructional Task Words

Your assessment tasks use a range of instructional words throughout them – such as ‘compare’ and ‘list. These words will guide you as to the level of detail you must provide in your answers. Some questions will also tell you how many answers you need to give – for example, ‘Describe three strategies…’. Use the below glossary to guide you on interpreting the words in the tasks.

Explain – This means you need to make something clear or show your understanding by describing it or providing information about it. You will need to make clear how or why something happened or is the way it is.

Identify – You must recognise something and indicate who or what the required information is. The length of the answer should be guided by what you are being asked to identify.

List – You must record short pieces of information in a list form – with one or two words, or sentences on each line.

Assessment Plan

The following outlines the assessment requirements for this unit. You are required to complete all assessment requirements outlined below to achieve competency for this unit.

Your assessor will provide you with the due dates for each assessment task. Write them in the table below.

Assessment Tasks

Due Date

Assessment Task 1: Written Questions

Assessment Task 2: Serving External Customers

Assessment Task 3: Serving Internal Customers

Assessment Task 4: Customer Complaints

Assessment Task 5: Reflect and Suggest Improvements

Agreement by the student

Read through the assessments in this booklet before you fill out and sign the agreement below. Make sure you sign this before you start any of your assessments.

Have you read and understood what is required of you in terms of assessment?

Yes

No

Have you read and understood the RTO’s policies and procedures related to reassessment?

Yes

No

Do you understand the requirements of this assessment?

Yes

No

Do you agree to the way in which you are being assessed?

Yes

No

Do you have any special needs or considerations that must be made in preparation for this assessment? If yes, what are they?

__________________________________________________________________

Yes

No

Do you understand your rights to appeal the decisions regarding assessment?

Yes

No

Student Name: __________________________________________________

Student Signature: _______________________________________________ Date: _______________

Assessor Name: _________________________________________________

Assessor Signature: ______________________________________________ Date: _______________

Assessment Task Cover Sheet – Assessment Task 1

Students: Please fill out this cover sheet clearly and accurately. Make sure you have kept a copy of your work.

Name:

Date of submission:

Unit:

SITXCCS006 Provide service to customers

No. of Pages in Submission:

Assessor to complete

Assessment Task Number & Title

Satisfactory/
Not satisfactory

Date

Is this a reassessment? Y/N

Assessment Task 1: Written Questions

STUDENT DECLARATION

I __________________________________________________ declare that these tasks are my own work.

None of this work has been completed by any other person.

I have not cheated or plagiarised the work or colluded with any other student/s in the completion of this work.

I have correctly referenced all resources and reference texts throughout these assessment tasks.

I understand that if I am found to be in breach of the RTO’s policies, disciplinary action may be taken against me.

Student Signature: _______________________________________________ Date: _______________

ASSESSOR FEEDBACK

Assessors: Please return this cover sheet to the student with assessment results and feedback.

A copy must be supplied to the office and kept in the student’s file with the evidence.

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Assessor Signature: _____________________________________________________________________

Assessor Name: ________________________________________________________________________

Date: _______________

Assessment Task 1: Written Questions

Task summary

This is an open book written assessment.

There are thirteen questions and some questions have sub-parts.

You must answer all questions and their parts correctly to achieve a satisfactory outcome for this task.

Resources and equipment required

Access to your learning materials.

Access to a computer, printer, internet and email software (if required).

Access to Microsoft Word (or a similar program).

Where and when this task will be completed

You will complete this task in your own time, or you may be provided with time in class to complete it (where applicable).

You will be advised of the due date for this task.

What happens if you get something wrong

If your assessor marks any of your answers as incorrect or insufficient, they will make arrangements with you for resubmission. Your assessor may ask you some questions verbally to check your understanding, or you may need to provide new written responses to the questions that were answered incorrectly. Your assessor will give you a due date by which this must be provided.

Submission requirements

Your answers for each question

Task instructions

This is an open book written assessment – you can use your learning materials as reference.

You must answer all questions and their parts correctly to achieve a satisfactory outcome for this task.

Refer to the Glossary of Instructional Task Words for descriptions of instructional words to guide you in the level of response required in each question.

Question 1

List and explain the three principles of quality customer service.

Question 2

Complete the table to explain the various elements of non-verbal communication.

Element

Includes:

Body language

Culturally specific communication customs and practices

Dress and accessories

Gestures and mannerisms

Use of space

Voice tonality and volume

Question 3

Explain how staff and customer feedback can be used to enhance service delivery.

Question 4

List five customer service standards the hospitality industry measures as the standard expectation for its service industry personnel.

Question 5

List five attitudes and attributes expected for those who work with customers in hospitality.

Question 6

Explain why the hospitality industry has standard expectations for personal presentation and hygiene of their personnel.

Question 7

Explain how you might adapt your customer service and communication styles for those with special service needs.

Question 8

Complete the table to explain the various types of customers to an organisation

Types of customers

Explanation

External

Internal

New

Regular or repeat

Visitors

Question 9

Identify the factors which determine the designated response times for acknowledging customers and their enquiry.

Question 10

Complete the table to explain the importance of having customer service policies and procedures for each of the below.

Customer service policies and procedures

Importance

Acknowledging and greeting customers

Complaint and dispute management

Empowerment of different levels of personnel to resolve complaints, disputes, service issues and customer compensation

Loyalty programs

Presentation standards for customer environment, customer service personnel, and documents and promotional materials

Pricing guarantees

Product quality

Refunds and cancellation fees

Response times

Service guarantees

Training staff for customer service and complaint handling

Question 11

Complete the table to provide at least two differing examples to demonstrate how the awareness of special needs, customs and practices of various social and cultural groups of customers may affect the below:

Awareness may determine:

Modes of greeting, fare welling and conversation

Body language and body gestures

Formality of language

Clothing

Question 12

Complete the table to explain the advantage of using the below methods to collect feedback.

Advantage:

Surveys

Interviews

Structured questioning

Observation

Casual discussion

Question 13

Complete the table to explain the essential features/conventions of the following mediums of communication used in the hospitality industry.

Medium type

Assistive technology

Email or other electronic communication

Face-to-face communication

Fax

Written messages for restaurant bookings or phone messages

Standard forms and proformas

Telephone

Use of interpreters

Two-way communication systems.

Assessment Task Cover Sheet – Assessment Task 2

Students: Please fill out this cover sheet clearly and accurately. Make sure you have kept a copy of your work.

Name:

Date of observation:

Unit:

SITXCCS006 Provide service to customers

No. of Pages in Submission:

Assessor to complete

Assessment Task Number & Title

Satisfactory/
Not satisfactory

Date

Is this a reassessment? Y/N

Assessment Task 2: Serving External Customers

STUDENT DECLARATION

I __________________________________________________ declare that these tasks are my own work.

None of this work has been completed by any other person.

I have not cheated or plagiarised the work or colluded with any other student/s in the completion of this work.

I have correctly referenced all resources and reference texts throughout these assessment tasks.

I understand that if I am found to be in breach of the RTO’s policies, disciplinary action may be taken against me.

Student Signature: _______________________________________________ Date: _______________

ASSESSOR FEEDBACK

Assessors: Please return this cover sheet to the student with assessment results and feedback.

A copy must be supplied to the office and kept in the student’s file with the evidence.

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Assessor Signature: _____________________________________________________________________

Assessor Name: ________________________________________________________________________

Date: _______________

Assessment Task 2: Serving External Customers

Task summary

Students are required to provide quality customer service to three different external customers to meet the customer requirements within the context of their usual/typical job role.

Resources and equipment required

Access to a hospitality workplace.

An area in which they can demonstrate usual work tasks involving servicing of external customers.

Three separate individual or group/s of customer/s.

Communication mediums (range is restricted to essential operating conditions essential to the work environment) including:

assistive technology

email or other electronic communication

fax

restaurant booking pad

phone messages pad

standard forms/proformas

telephone

use of interpreters (if required)

two-way communication systems.

Where and when this task will be completed

You will complete this task at work or on your placement.

You will complete this task with your assessor at a time advised by them.

You will be advised of the due date for this task.

What happens if you get something wrong

If your assessor marks any of your answers as incorrect or insufficient, they will make arrangements with you for resubmission. Your assessor may ask you some questions verbally to check your understanding, or you may need to provide new written responses to the questions that were answered incorrectly. Your assessor will give you a due date by which this must be provided.

Task instructions

For at least three separate individuals or groups of new, regular, or repeat customers you must adhere to organisational requirements and customer service standards to provide quality service, appropriate for the customer and situation.

This must be completed within the context of your usual/typical job role.

You must:

Comply with professional standards and organisational customer service policies/procedures.

Identify customer/s requirements.

Communicate in a professional manner including:

Maintain customer satisfaction

Respond to individual and recurring customer complaints according to own level of responsibility

Seek formal and informal feedback from customers

Submission requirements

Video evidence or direct observation by assessor

Assessment Task Cover Sheet – Assessment Task 3

Students: Please fill out this cover sheet clearly and accurately. Make sure you have kept a copy of your work.

Name:

Date of observation:

Unit:

SITXCCS006 Provide service to customers

No. of Pages in Submission:

Assessor to complete

Assessment Task Number & Title

Satisfactory/
Not satisfactory

Date

Is this a reassessment? Y/N

Assessment Task 3: Serving Internal Customers

STUDENT DECLARATION

I __________________________________________________ declare that these tasks are my own work.

None of this work has been completed by any other person.

I have not cheated or plagiarised the work or colluded with any other student/s in the completion of this work.

I have correctly referenced all resources and reference texts throughout these assessment tasks.

I understand that if I am found to be in breach of the RTO’s policies, disciplinary action may be taken against me.

Student Signature: _______________________________________________ Date: _______________

ASSESSOR FEEDBACK

Assessors: Please return this cover sheet to the student with assessment results and feedback.

A copy must be supplied to the office and kept in the student’s file with the evidence.

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Assessor Signature: _____________________________________________________________________

Assessor Name: ________________________________________________________________________

Date: _______________

Assessment Task 3: Serving Internal Customers

Task summary

Students are required to demonstrate how to provide quality customer service to three different internal customers.

a request from a colleague

a request from the chef

a request from your manager.

Resources and equipment required

Access to a simulated or real hospitality workplace.

Your assessor to play the role of internal customers. Alternatively, another person/s may play the roles and the assessor to assess the role play.

Communication mediums (range is restricted to essential operating conditions essential to the students work environment) including:

assistive technology

email or other electronic communication

fax

restaurant booking pad

phone messages pad

standard forms/proformas

telephone

use of interpreters (if required)

two-way communication systems.

Where and when this task will be completed

You will complete this task at work or in a simulated environment.

You will complete this task with your assessor at a time advised by them.

You will be advised of the due date for this task.

What happens if you get something wrong

If your assessor marks any of your answers as incorrect or insufficient, they will make arrangements with you for resubmission. Your assessor may ask you some questions verbally to check your understanding, or you may need to provide new written responses to the questions that were answered incorrectly. Your assessor will give you a due date by which this must be provided.

Task instructions

You must adhere to organisational requirements and customer service standards to provide quality service for three separate internal customers, appropriate for the customer and situation.

This must be completed within the context of your usual/typical job role.

You must:

Communicate in a professional manner

Identify customer/s requirements

Maintain customer satisfaction

Seek formal and informal feedback from customers

Comply with professional standards and organisational customer service policies/procedures.

Role Play: Organised chaos

It’s been a very busy night at work, and it doesn’t seem to be running well. So far three orders have been missed and two tables have got up and left before their orders arrived. You are short-staffed, and everyone is running around madly. You are exhausted and looking forward to getting home to relax. You are walking out the back to gather your things and end your shift when:

your colleague asks you to cover for her while she goes to the seller to get a bottle of wine

the chef asks you to help out regarding a missing order

your manager asks you to stay back and do a double shift to cover Rachelle who has called in sick.

You must communicate appropriately with all three parties to provide the quality service expected of your establishment. You must clearly identify the requirements they have of you to provide the service required.

During the role play your assessor will be looking to see that you can:

Communicate in a professional manner

Identify the customer’s requirements

Maintain customer satisfaction

Seek formal and informal feedback from customers

Comply with professional standards and customer service policies/procedures

Submission requirements

You do not need to submit anything for this task.

Assessment Task Cover Sheet – Assessment Task 4

Students: Please fill out this cover sheet clearly and accurately. Make sure you have kept a copy of your work.

Name:

Date of observation:

Unit:

SITXCCS006 Provide service to customers

No. of Pages in Submission:

Assessor to complete

Assessment Task Number & Title

Satisfactory/
Not satisfactory

Date

Is this a reassessment? Y/N

Assessment Task 4: Customer Complaints

STUDENT DECLARATION

I __________________________________________________ declare that these tasks are my own work.

None of this work has been completed by any other person.

I have not cheated or plagiarised the work or colluded with any other student/s in the completion of this work.

I have correctly referenced all resources and reference texts throughout these assessment tasks.

I understand that if I am found to be in breach of the RTO’s policies, disciplinary action may be taken against me.

Student Signature: _______________________________________________ Date: _______________

ASSESSOR FEEDBACK

Assessors: Please return this cover sheet to the student with assessment results and feedback.

A copy must be supplied to the office and kept in the student’s file with the evidence.

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Assessor Signature: _____________________________________________________________________

Assessor Name: ________________________________________________________________________

Date: _______________

Assessment Task 4: Customer Complaints

Task summary

Students are required to adhere to organisational policies and procedures to demonstrate how to respond and resolve three customers complaints from the same table when:

a coffee order is misplaced

the incorrect order is given to a customer

the food is delivered cold.

Resources and equipment required

Copy of the company customer service policies/procedures -complaints handling.

Access to a simulated or real hospitality workplace.

Your assessor to play the role of complaining customers. Alternatively, another person/s may play the roles of the complaining customers and the assessor will assess the role plays.

Where and when this task will be completed

You will complete this task at work or in a simulated environment.

You will complete this task with your assessor at a time advised by them.

You will be advised of the due date for this task.

What happens if you get something wrong

If your assessor marks any of your answers as incorrect or insufficient, they will make arrangements with you for resubmission. Your assessor may ask you some questions verbally to check your understanding, or you may need to provide new written responses to the questions that were answered incorrectly. Your assessor will give you a due date by which this must be provided.

Task instructions

You must adhere to organisational policies and procedures to respond to and resolve three customer complaints from the same table when:

a second drink order has not been received

an incorrect order is given to a customer

the food is served cold.

You will demonstrate your ability to communicate and reassure the customer whilst you following up the complaints.

The role play may be completed as one role play or in three separate role plays.

You must:

Communicate in a professional manner

Respond to individual and recurring customer complaints according to own level of responsibility

Maintain customer satisfaction

Seek formal and informal feedback from customers

Comply with professional standards and organisational customer service policies/procedures

Role Play: Complaints galore

Continuing from your nightmare evening in Assessment Task 3, everything that could go wrong seems to be going wrong. You notice table 13 glaring at you and one person waves you over. You brace yourself ready for the onslaught. Three people sitting at the table have a complaint for you.

a second drink order has not been received

an incorrect order is given to a customer

the food is served cold/rare.

You must appropriately respond to the issue/complaint, with all three parties and then resolve the complaints as per the company’s customer service policies/procedures.

During the role play your assessor will be looking to see that you can:

communicate in a professional manner

respond to individual and recurring customer complaints according to own level of responsibility

maintain customer satisfaction

seek formal and informal acceptance of the resolution

comply with professional standards and customer service policies/procedures.

Submission requirements

You do not need to submit anything for this task.

Assessment Task Cover Sheet – Assessment Task 5

Students: Please fill out this cover sheet clearly and accurately. Make sure you have kept a copy of your work.

Name:

Date of submission:

Unit:

SITXCCS006 Provide service to customers

No. of Pages in Submission:

Assessor to complete

Assessment Task Number & Title

Satisfactory/
Not satisfactory

Date

Is this a reassessment? Y/N

Assessment Task 5: Reflect and Suggest Improvements

STUDENT DECLARATION

I __________________________________________________ declare that these tasks are my own work.

None of this work has been completed by any other person.

I have not cheated or plagiarised the work or colluded with any other student/s in the completion of this work.

I have correctly referenced all resources and reference texts throughout these assessment tasks.

I understand that if I am found to be in breach of the RTO’s policies, disciplinary action may be taken against me.

Student Signature: _______________________________________________ Date: _______________

ASSESSOR FEEDBACK

Assessors: Please return this cover sheet to the student with assessment results and feedback.

A copy must be supplied to the office and kept in the student’s file with the evidence.

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Assessor Signature: _____________________________________________________________________

Assessor Name: ________________________________________________________________________

Date: _______________

Assessment Task 5: Reflect and Suggest Improvements

Task summary

Students are to review the complaints and customer feedback from Assessment Task 4 and write a report to suggest improvements to the service practice/ procedure.

Resources and equipment required

Access to a computer, printer and internet.

Access to Microsoft Word (or a similar program).

Where and when this task will be completed

You will complete this task in your own time, or you may be provided with time in class to complete it (where applicable).

You will be advised of the due date for this task.

What happens if you get something wrong

If your assessor marks any of your answers as incorrect or insufficient, they will make arrangements with you for resubmission. Your assessor may ask you some questions verbally to check your understanding, or you may need to provide new written responses to the questions that were answered incorrectly. Your assessor will give you a due date by which this must be provided.

Task instructions

This unit requires you to show evidence of your ability to provide internal feedback on service practices, policies, and procedures.

You must compile a report to provide feedback relating the complaints made from Assessment Task 4.

Your report must detail:

the customer complaint or query you dealt with

suggested improvements to the service practices/procedures

explanation how the suggested improvement addresses and minimises the effect on customer satisfaction in the future.

Submission requirements

Completed written questions