Australian Training School Pty ltd trading as Southern Academy of Business and Technology

95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 1 of 35
 Contents
Introduction........................................................................................................................................ 4
Assessment for this unit.................................................................................................................... 4
Preparing for assessment.................................................................................................................. 4
Assessment Task 1: Knowledge questions.......................................................................................6
Information for students................................................................................................................. 6
Questions...................................................................................................................................... 7
Assessment Task 1: Checklist..................................................................................................... 12
Assessment Task 2: Customer service project................................................................................15
Information for students............................................................................................................... 15
Activities...................................................................................................................................... 16
Assessment Task 2: Checklist..................................................................................................... 20
Assessment Task 3: Customer complaints resolution project.........................................................22
Information for students............................................................................................................... 22
Activities...................................................................................................................................... 23
Assessment Task 3: Checklist..................................................................................................... 25
Assessment Task 4: Customer service report.................................................................................27
Information for students............................................................................................................... 27
Activities...................................................................................................................................... 28
Assessment Task 4: Checklist..................................................................................................... 30
Final results record.......................................................................................................................... 31

Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 2 of 35
 Introduction
Welcome to the Student Assessment Tasks for SITXCCS007 Enhance customer service
experiences. These tasks have been designed to help you demonstrate the skills and knowledge
that you have learnt during your course.
Please ensure that you read the instructions provided with these tasks carefully. You should also
follow the advice provided in the Hospitality Works Student User Guide. The Student User Guide
provides important information for you relating to completing assessment successfully.

Assessment for this unit

SITXCCS007 Enhance customer service experiences describes the performance outcomes, skills
and knowledge required to provide professional and personalised customer service experiences. It
requires the ability to determine and meet customer preferences, develop customer relationships,
respond to difficult service situations, and take responsibility for resolving complaints.
For you to be assessed as competent, you must successfully complete four assessment tasks:

 Assessment Task 1: Knowledge questions – You must answer all questions correctly.

 Assessment Task 2: Customer service project – You must prepare for. and participate in
roleplays with two customers to find out about their needs, and provide information on services
available, as well as provide services to the customers.

 Assessment Task 3: Complaints resolution project – You are required to handle a complaint
from a customer and respond to the customer.

 Assessment Task 4: Customer service report – You are required to seek and record feedback
from the customers and review the organisation’s Feedback Register, as well as develop a
report recommending ways to improve service delivery for Aus Biz Coaching.

Preparing for assessment

Please read through all of the assessment tasks and related documents carefully before you get
started. Ensure that you have everything that you need and seek clarification from your trainer,
assessor or workplace supervisor if you have any questions.

Supporting resources: Supporting resources include templates, journals, workbooks and

portfolios which can be used to support you in providing evidence of your competence. Your
assessor will provide you with these documents before you begin your assessment tasks. For
this unit, the supporting resources comprise:

 Customer Record Sheet Template (Assessment Task 2)

 Customer Service Policy and Procedures (Assessment Task 2)

 List of Services (Assessment Task 2)

 Complaint Acknowledgement Letter Template (Assessment Task 3)

Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 3 of 35
  Complaint Handling Policy and Procedures (Assessment Task 3)

 Complaints Register Template (Assessment Task 3)

 Customer complaint Outcome Letter Template (Assessment Task 3)

 Refund Policy (Assessment Task 3)

 Customer Service Policy and Procedures (Assessment Task 4)

 Customer Service Report Template (Assessment Task 4)

 Feedback Register Template (Assessment Task 4)

Once you have read through the assessment tasks and are satisfied that you are clear on the
requirements and submission dates, complete and sign a Student Assessment Agreement. Your
assessor will countersign the agreement and keep it on file. You will find a Student Assessment
Agreement in Appendix B of your Hospitality Works Student User Guide or your RTO will provide
you with one.
Remember to check your Hospitality Works Student User Guide for information about:

 submitting assessments  re-assessment guidelines

 assessment appeals  responding to written questions.

Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 4 of 35
 Assessment Task 1: Knowledge questions

Information for students

Knowledge questions are designed to help you demonstrate the knowledge which you have
acquired during the learning phase of this unit. Ensure that you:

 review the advice to students regarding answering knowledge questions in the Hospitality
Works Student User Guide

 comply with the due date for assessment which your assessor will provide

 adhere with your RTO’s submission guidelines

 answer all questions completely and correctly

 submit work which is original and, where necessary, properly referenced

 submit a completed cover sheet with your work

 avoid sharing your answers with other students.

i Assessment information

Information about how you should complete this assessment can be found in Appendix
A of the Hospitality Works Student User Guide. Refer to the appendix for information
on:

 where this task should be completed

 the maximum time allowed for completing this assessment task

 whether or not this task is open-book.

Note: You must complete and submit an assessment cover sheet with your work. A
template is provided in Appendix C of the Student User Guide. However, if your RTO
has provided you with an assessment cover sheet, please ensure that you use that.

Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 5 of 35
 Questions

1. List three principles of enhanced customer service experiences.

2. List three benefits of enhanced customer service experiences.

3. List three principles of positive communication.

4. List three benefits of positive communication.

5. Explain three techniques that can be used when providing services to customers to anticipate
their preferences, needs and expectations.

6. Explain two conflict resolution techniques that can be used when providing customer service.

7. Explain how feedback from staff and customers can be used to enhance customer service.

8. Explain how each of the following extras and add-ons may enhance a customer’s experience
and provide an example as relevant.

Extra or add on How it can enhance customer service and example

a. Additional destinations

b. Additional tours or cruises

c. Cocktails and liqueurs to

enhance the dining experience

d. coordination services at events

and conferences

e. entrance to events, festivals

and entertainment scheduled
during customer stay at
destination

Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 6 of 35
 Extra or add on How it can enhance customer service and example

f. entrance to major attractions at

destination

g. extra food items

h. flight fuel emissions offset fee

i. local guiding services

j. optional meals and dining

experiences

k. prepayment of baggage
charges

l. prepayment of in-flight meals

m. pre-travel seat selection

n. private car transfers in lieu of

regular transportation options

o. special offers or packages

p. specialised styling for events

Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 7 of 35
 Extra or add on How it can enhance customer service and example

q. storage for luggage after check-

out

r. travel insurance

s. upgraded accommodation and

flights

t. wine or boutique beers to

match meals ordered

9. Thinking about the qualification you are studying and the industry you would like to work in,
answer each of the following questions:
a. Describe at least three professional service standards and protocols for staff.
b. Describe at least three attitudes and attributes that would be expected to work with
customers.
c. Describe at least three key customer service needs and expectations in the industry.
d. Describe two types of customer loyalty programs that exist.
e. Describe how customer databases are used in this industry and three essential features.

10. Choose a company you are familiar with and/or would be interested in working for. Answer
each of the following questions.
a. What does the company says its response time is for providing services and resolving
complaints? How does this compare to other companies?
b. Describe key features of its customer service policies and procedures
c. Summaries its complaint handling policies and procedures.
d. Outline three promotional services offered by the company.

11. Explain the best practice process that a company should follow for responding to the following
common customer complaints:
a. incorrect pricing or quotes
b. delays or errors in providing products or services
c. misunderstanding of customer requests
Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 8 of 35
 d. escalated complaints or disputes
e. other team members or suppliers not providing special requests
f. misunderstandings or communication barriers
g. unmet expectations of, or problems or faults with, a service or product

12. Explain how the following methods can help to compensate dissatisfied customers.

Method How it can help compensate dissatisfied customers

a. negotiating with suppliers on

customer behalf to gain reduced
rates or extra services

b. providing some or all services free

of charge or at a reduced rate.

c. providing discount vouchers to

attend at a future time inexpensive
add-on products small gifts special
attention during the service period
and special customer service
delivery on next attendance

13. Explain why it is important to consider each of the following factors when determining
compensation of dissatisfied customers:
a. financial constraints of the organisation

b. profitability of the sale

14. Choose two cultural groups you know about and for each describe the following in relation to
customer service:
a. modes of greeting, farewelling and conversation

Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 9 of 35
 b. body language and body gestures

c. formality of language

d. clothing expectations for customer service staff

15. Explain each of the following methods of collecting feedback:

a. surveys

b. interviews

c. structured questioning

d. observation of customers

e. casual discussion

16. Explain three types of communication techniques, including key features.

17. Explain three types of communication equipment that can be used in customer service.

Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 10 of 35
 Assessment Task 1: Checklist
Student’s name:

Did the student provide a Completed

sufficient and clear answer successfully? Comments
which met the requirements
of the assessor marking Yes No
guide?

Question 1

Question 2

Question 3

Question 4

Question 5

Question 6

Question 7

Question 8 a

Question 8 b

Question 8 c

Question 8 d

Question 8 e

Question 8 f

Question 8 g

Question 8 h

Question 8 i

Question 8 j

Question 8 k

Question 8 l

Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 11 of 35
 Question 8 m

Question 8 n

Question 8 o

Question 8 p

Question 8 q

Question 8 r

Question 8 s

Question 8 t

Question 9 a

Question 9 b

Question 9 c

Question 9 d

Question 9 e

Question 10 a

Question 10 b

Question 10 c

Question 10 d

Question 11 a

Question 11 b

Question 11 c

Question 11 d

Question 11 e

Question 11 f

Question 11 g

Question 12 a

Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 12 of 35
 Question 12 b

Question 12 c

Question 13 a

Question 13 b

Question 14 a

Question 14 b

Question 14 c

Question 14 d

Question 15 a

Question 15 b

Question 15 c

Question 15 d

Question 15 e

Question 16

Question 17

Task outcome:  Satisfactory  Not satisfactory

Assessor signature:

Assessor name:

Date:

Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 13 of 35
 Assessment Task 2: Customer service project

Information for students

This task requires you to prepare for, and participate in, roleplays with two customers to find out
about their needs and provide information on services available. You will then be required to
provide the required services to the two customers.
You will need access to:

 your learning resources and other information for reference

 a telephone (mobile or fixed line: for both the student and assessor)

 roleplay customers (the assessor)

 your Customer Record Sheet

 your Customer Service Policy and Procedures

 your List of Services.

Ensure that you:

 review the advice to students regarding responding to written tasks in the Hospitality Works
Student User Guide

 comply with the due date for assessment which your assessor will provide

 adhere with your RTO’s submission guidelines

 answer all questions completely and correctly

 submit work which is original and, where necessary, properly referenced

 submit a completed cover sheet with your work

 avoid sharing your answers with other students.

i Assessment information

Information about how you should complete this assessment can be found in Appendix
A of the Hospitality Works Student User Guide. Refer to the appendix for information
on:

 where this task should be completed

 how your assessment should be submitted.

Note: You must complete and submit an assessment cover sheet with your work. A
template is provided in Appendix B of the Student User Guide. However, if your RTO
has provided you with an assessment cover sheet, please ensure that you use that.

Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 14 of 35
 Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 15 of 35
 Activities
Complete the following activities.

1. Carefully read the following scenario

Aus. Biz Coaching provides a range of business coaching services designed to

help clients develop their business vision and achieve desired outcomes.
The company has a strong focus on running events for clients and also offers a
wide range of business coaching services, including one to one coaching, one off
strategy sessions and online group coaching sessions. The company has also
recently produced a book aimed at small business owners. The list of services is
provided in a separate document.
For the purposes of this assessment, you are employed as a Customer Service and
Events Manager for the company. One of your roles is to match services offered by
the company to client needs.
Today you will receive enquiries from two customers:
Well, it is about the customer service strategy and the role where the company is
running the events for clients and it also offers the wide range of business coaching
services and this business coaching can be carried out on one to one coaching too.
Well as I am the in the event manager and customer service role too. So, I informed
the two customers about our business coaching facilities and services for them to
have the effective output for the business. It is also recorded as the event plan and
procedures for the positive outcomes to the business perspective and the role
being carried out.

2. Prepare for the roleplay.

Read the case study information provided above, as well as the List of Services
that Aus Biz Coaching provides to identify the services that may suit each
customer.
The roleplay will be completed twice, once for two different customers. You will
answer the enquiry according to company procedures and then provide information
to each customer about the services the business offers that will help the customer
with their needs. Your assessor will play the role of each customer and will
telephone you.
You will also be required to follow up some information that you cannot provide to
the customer over the telephone, as well as enter the customer’s details into the
customer record sheet provided to you which is part of the company’s procedures.
Your assessor will roleplay each customer and advise you of the time and date for
the assessment tasks.

Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 16 of 35
 3. Provide customer service over the telephone.

Now participate in the two customer roleplays at the date and time specified by your
assessor and complete the following activities noting that your assessor will
roleplay the customers and each time will call you on yours or the RTO’s telephone.
You will need to:

 Answer call in accordance with company policy.

 Listen to the customer’s enquiry to determine the exact nature of the request
and ask further questions as required to assist in identifying customer’s needs

 Clearly and accurately explain services offered by Aus Biz Coaching that may
be suitable for the customer, offering extra and add-ons that may be
appropriate.

 Respond to questions and provide information to assist the customer in

selecting the right option for them.

 Identify information that you are unable to immediately provide to the customer
and respond in accordance with the customer service policy and procedure.
Demonstrate effective interpersonal skills including:

 Using a warm and friendly tone to build rapport

 Speaking clearly

 Asking questions clearly and concisely

 Cleary and accurately responding to questions

 Use active listening techniques

Ask for the customer’s details (name, company, position, telephone, email) and
record them in the customer record sheet. Explain key privacy requirements in
relation to the recording of customer details as per the customer service policy and
procedure.
After the telephone call, record all notes and comments about the phone call on the
customer record sheet, including customer priority rating as per the customer
service policy and procedure. You will finalise all the details in the customer record
sheet Task 3 below.

4. Update the customer record sheet with the details of the potential customers.

Use the Customer Record Sheet Template to record these.

Save the file as Customer Record Sheet Assessor.

5. Send an email regarding referral information.

Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 17 of 35
 The text of the email should be in grammatically correct English, written in an
appropriate (polite, business-like) style.
Follow up the customer’s requests for information that you were unable to answer
by asking the relevant staff to clarify the requested information.
Attach your updated Customer Record Sheet to the email

Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 18 of 35
 6. Send an email to Jason (your assessor).

When you have received a reply from the Accounts team, write to the first customer
with the offer that has been proposed.
You do not have to include an invoice but refer to the invoice in the email’s text and
tell the prospective customer what the estimated cost of the services will be.
This email should be sent within the guidelines as set out in the Customer Service
Policy and Procedures.

7. Send an email to Samiya (your assessor).

When you have received a reply from the Head Business Coach, write to the
second customer with their response.
You do not have to include an invoice but refer to the invoice in the email’s text and
tell the prospective customer what the estimated cost of the services will be.
This email should be sent within the guidelines as set out in the Customer Service
Policy and Procedures.

8. Send an email to the Head Business Coach (your assessor).

Assume that the first customer has responded that they accept the offer given and
want to proceed with the provision of products and services as soon as possible.
The objective of the email is to ensure that the first customer’s special request will
be actioned, ensuring that the services will be delivered efficiently.
The text of the email should be in grammatically correct English, written in an
appropriate (polite, business-like) style.

9. Send an email to the selected consultant (your assessor).

The text of the email should be in grammatically correct English, written in an

appropriate (polite, business-like) style.
Assume that the second customer has also responded that they accept the offer
given and want to proceed with the provision of products and services as soon as
possible.
The objective of the email is to ensure that the second customer’s special request
will be actioned also.

10. Send an email to Samiya (your assessor).

Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 19 of 35
 The text of the email should be in grammatically correct English, written in an
appropriate (polite, business-like) style.
Inform the customer of the problems with the services as set out in the return email
from the consultant. Advise the customers about the alternative services that are
being offered.
Also, suggest a way that the company can compensate the customer for the
service difficulty.

11. Send an email to the Head Business Coach (your assessor).

The text of the email should be in grammatically correct English, written in an

appropriate (polite, business-like) style.
The objective of the email is to provide internal feedback on service issues and
suggest improvements to the system.

Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 20 of 35
 Assessment Task 2: Checklist
Student’s name:

Completed
successfully? Comments

Did the student: Yes No

Answer the telephone according to

company procedures?

Assist customers to determine their

preferences, needs and expectations?

Provide advice to customers about

products and services to meet their
needs?

During the phone call use effective

interpersonal skills?

Recognise the need to refer enquiries to

others?

Correctly record customer details in the

customer record sheet?

Provide products and services with

professional and personalised service
that will meet individual preferences?

Provide products and services with

professional and personalised service
that will meet individual preferences?

Offer extras/add-ons tailored to the

customer’s needs?

Respond to potential customers within

the guidelines as set out in the Customer
Service Policy and Procedures?

Check actioning of the customer’s

special requests?

Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 21 of 35
 Liaise with team members to ensure
efficient service delivery?

Share customer information with team

members to ensure that quality service
is provided?

Identify problems with providing the

services and address these before
provision to the customer?

Anticipate delays in product and service

provision and update the customer on
expected outcomes?

Advise customer of alternative products

and services?

Proactively compensate for service

difficulty in line with own level of
responsibility?

Provide internal feedback on service

issues and suggest improvements?

Task outcome:  Satisfactory  Not satisfactory

Assessor signature:

Assessor name:

Date:

Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 22 of 35
 Assessment Task 3: Customer complaints resolution
project

Information for students

In this task, you are required to handle complaints from a customer and respond to the customer
according to company policies and procedures.
You will need access to:

 your learning resources and other information for reference

 your Complaint Acknowledgement Letter Template

 your Complaint Handling Policy and Procedures

 your Complaint Outcome Letter Template

 your Complaints Register Template

 your Refund Policy.

Ensure that you:

 review the advice to students regarding responding to written tasks in the Hospitality Works
Student User Guide

 comply with the due date for assessment which your assessor will provide

 adhere with your RTO’s submission guidelines

 answer all questions completely and correctly

 submit work which is original and, where necessary, properly referenced

 submit a completed cover sheet with your work

 avoid sharing your answers with other students.

i Assessment information

Information about how you should complete this assessment can be found in Appendix
A of the Hospitality Works Student User Guide. Refer to the appendix for information
on:

 where this task should be completed

 how your assessment should be submitted.

Note: You must complete and submit an assessment cover sheet with your work. A
template is provided in Appendix B of the Student User Guide. However, if your RTO
has provided you with an assessment cover sheet, please ensure that you use that.

Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 23 of 35
 Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 24 of 35
 Activities
Complete the following activities.

1. Prepare for the roleplay.

This assessment task requires you to handle a customer complaint in the role of
Customer Service and Events Manager for Aus. Biz Coaching.
You will need to thoroughly review the following company documents before you
commence this task to ensure you understand and can apply procedures that must
be followed and how to respond to customer complaints.

 Complaint Acknowledgement Letter Template

 Complaint and Refund Policies and Procedures

 Complaint Outcome Letter Template

 Complaints Register Template

 Refund Policy.

2. Handle customer complaint.

The customer (your assessor) will call you complaining about the workshop he
attended being dull and uninteresting.
You will need to:

 Answer the telephone in accordance with company policy.

 Respond to the customer in accordance with the company’s compliant

handling policy and procedure.

 Use questioning techniques to establish and agree on the nature, possible

cause, and details of the complaint.

 Assess the complaint’s impact on customer

 Log the details of the complaint in the complaint register (once you have
completed Task 3 below, you will send the completed register to your
assessor).

 Calmly advise the customer that the complaint will be recorded and actioned
as per the company’s policy. Briefly explain the company policy.

3. Acknowledge complaint.

Following the phone call, you are required to action and resolve the complaint as
set out in the company’s complaint policy.

Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 25 of 35
 Use the Complaint Acknowledgement Letter Template to guide your writing of a
letter to the customer.

4. Inform customer of the outcome of the complaint.

Three days later you are advised that you may not refund the customer’s money,
but you can offer them another workshop free of charge and/or they can have a
one-off one-on-one session with a consultant.
Write a formal letter advising the customer of the outcome of the complaint.
Use the Customer Complaint Outcome Letter Template to guide your work.
This letter is an opportunity to demonstrate high quality customer service, so write
the letter with this as a goal

5. Update the Complaints Register.

Include as much detail as you can in the register.

6. Send an email to the Managing Director (your assessor).

The text of the email should be in grammatically correct English, written in an

appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachments.
The email text should also give the nature, possible cause, and details of the
complaint, as well as the impact that it has had on the customer.
It should also endeavour to describe how such a complaint could be avoided in the
future.
Describe how the solutions offered to the customer could be used as opportunities
to demonstrate high quality customer service to them.
Attach the following to the email:

 Complaint acknowledgement letter

 Customer Complaint Outcome Letter

 Updated Complaints Register

Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 26 of 35
 Assessment Task 3: Checklist
Student’s name:

Completed
successfully? Comments

Did the student: Yes No

Use questioning techniques to establish

and agree on nature, possible cause,
and details of the complaint?

Act swiftly to resolve complaints and

prevent escalation in consultation with
customer?

Determine options to resolve complaints

and decide on optimal solutions, taking
organisational constraints into account?

Take responsibility for resolving

complaints in a professional manner?

Resolve complaints using appropriate

communication techniques?

Provide internal feedback on customer

complaints and feedback?

Provide the required follow-up in order to

avoid future occurrence of the
complaint?

Review and evaluate complaints and

solutions to enhance the organisation’s
response to similar issues in the future?

Assess the complaint’s impact on the

customer?

Turn complaints into opportunities to

demonstrate the organisation’s high-
quality customer service?

Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 27 of 35
 Task outcome:  Satisfactory  Not satisfactory

Assessor signature:

Assessor name:

Date:

Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 28 of 35
 Assessment Task 4: Customer service report

Information for students

This task requires you to seek and record feedback from the two customers you provided services
to for Assessment Task 2.
You will also be required to review the organisation’s Feedback Register and, based on your
review, develop a report recommending ways to improve service delivery for Aus Biz Coaching.
You will need access to:

 your learning resources and other information for reference

 your Customer Service Policy and Procedures

 your Customer Service Report Template

 your Feedback Register Template.

Ensure that you:

 review the advice to students regarding responding to written tasks in the Hospitality Works
Student User Guide

 comply with the due date for assessment which your assessor will provide

 adhere with your RTO’s submission guidelines

 answer all questions completely and correctly

 submit work which is original and, where necessary, properly referenced

 submit a completed cover sheet with your work

 avoid sharing your answers with other students.

i Assessment information

Information about how you should complete this assessment can be found in Appendix
A of the Hospitality Works Student User Guide. Refer to the appendix for information
on:

 where this task should be completed

 how your assessment should be submitted.

Note: You must complete and submit an assessment cover sheet with your work. A
template is provided in Appendix B of the Student User Guide. However, if your RTO
has provided you with an assessment cover sheet, please ensure that you use that.

Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 29 of 35
 Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 30 of 35
 Activities
Complete the following activities.

1. Seek customer feedback.

It is almost three months since both Samiya and Jason finished their courses.
Review the Customer Service Policy and Procedures to determine how you should
undertake the regular customer satisfaction review.
Develop an email that could be sent to customers seeking feedback about their
experience with Aus Biz Coaching.

2. Send an email to Jason (your assessor).

The text of the email should be in grammatically correct English, written in an

appropriate (polite, business-like) style.
It should seek feedback about Jason’s experience with Aus Biz Coaching.
Your assessor will respond to you in the role of Jason.

3. Send an email to Samiya (your assessor).

The text of the email should be in grammatically correct English, written in an

appropriate (polite, business-like) style.
It should seek feedback about Samiya’s experience with Aus Biz Coaching.
Your assessor will respond to you in the role of Samiya.

4. Update the Feedback Register.

Enter the information that you receive back from the customers into the feedback
register.
Include follow up actions required to enhance service delivery in the future.
The Feedback Register already includes feedback from customers collected over
the first quarter of the financial year.

5. Develop a customer service report.

For this part of the assessment task, you are required to develop a customer
services report identifying and recommending ways to improve service delivery
based on your evaluation of the company’s feedback register.
First of all, review your completed feedback register from activity 1.

Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 31 of 35
 Then develop a report that includes:

 The purpose of the report and number of complaints and feedback during the
specified period

 An analysis of feedback and complaints with regard to service delivery and

provision of products and services

 Outline of potential solutions to address feedback and complaints.

Use the Customer Service Report Template to guide your work.

Your report must be clearly written and address all of the required content as stated
above.
When you have finished writing your report, proofread it thoroughly.

6. Send an email to the Managing Director (your assessor).

The text of the email should be in grammatically correct English, written in an

appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachments.
Summarise the customer complaints and feedback and describe what follow-up is
required to ensure that its reoccurrence can be avoided in the future.
Attach your feedback register and customer service report to the email.

7. Send an email to Jason (your assessor).

The text of the email should be in grammatically correct English, written in an

appropriate (polite, business-like) style.
It should promote repeat business by offering the services described by the
Managing Director.

8. Send an email to Samiya (your assessor).

The text of the email should be in grammatically correct English, written in an

appropriate (polite, business-like) style.
It should promote repeat business by offering the services described by the
Managing Director.

Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 32 of 35
 Assessment Task 4: Checklist
Student’s name:

Completed
successfully? Comments

Did the student: Yes No

Provide internal feedback on customer

feedback and required follow up?

Promote repeat business by offering

promotional services as set out by the
Managing Director?

Maintain customer profiles to enhance

service delivery?

Provide personalised service to

customers in a manner that builds repeat
business?

Task outcome:  Satisfactory  Not satisfactory

Assessor signature:

Assessor name:

Date:

Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 33 of 35
 Final results record

Student name:

Assessor name:

Date:

Unit name:

Qualification name:

Final assessment results

Result

Task Type Satisfactory Unsatisfactory Did not submit

Assessment Task 1 Knowledge questions S U DNS

Assessment Task 2 Customer service project S U DNS

Customer complaint
Assessment Task 3 S U DNS
resolution project

Assessment Task 4 Customer service report S U DNS

Overall unit results C NYC

Feedback

 My performance in this unit has been discussed and explained to me.

 I would like to appeal this assessment decision.

Student signature: _________________________________________ Date: _________________

 I hereby certify that this student has been assessed by me and that the assessment has been
carried out according to the required assessment procedures.

Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 34 of 35
 Assessor signature: _______________________________________ Date: _________________

Australian Training School Pty ltd trading as Southern Academy of Business and Technology
95 Bathurst Street Sydney NSW 2000 | Unit 1, 159 Queen St, CAMPBELLTOWN | Suite 1 Ground Floor 97 Pirie St, ADELAIDE, South Australia| Phone: 1300 852 205
| RTO Code: 31595 | CRICOS Provider Code: 03602E
Version : 2.0 Last Updated : 30 Jul 2021 Next Update: 31 Jul 2022 Page 35 of 35