Cs1 13 sitxccs401 and sitxccs501 - student guide wm-1

SIT50313 Diploma of Hospitality

Dip Block E – CS-1 Customer Service - SITXCCS401/SITXCCS501 - Student Guide Reviewed September 2014 1

Student Guide Diploma of Hospitality Block E CS1 – Customer Service SITXCCS401 Enhance the Customer Service experience SITXCCS501 Manage Quality Customer Service Units of Competency:

SITXCCS401- Enhance the customer service experience

Elements of competence

Provide a quality service experience to customers.

Proactively respond to difficult service situations.

Resolve customer complaints.

Develop a customer relationship

SITXCCS501 Manage quality customer service

Elements of competence

Develop Quality Customer Service Practices

Manage the Delivery of Quality Customer Service

Monitor and Adjust Customer Service



Table of Content Page

Units of Competency: .......................................................................................................................... 1

Module Description.............................................................................................................................. 4

Course Requirements: .......................................................................................................................... 5

References: .................................................................................................................................... 5

Weekly Schedule: ................................................................................................................................ 6

Assessment 1 –Activities Result Sheet – HCS Customer Service ..................................................... 12

Assessment 2 – Class Test Result Sheet – HCS Customer Service ................................................... 14

Final Assessment Summary & Feedback........................................................................................... 15

Assessment 3 – ................................................................................................................................... 25

Assessment 4 – Class Test Result Sheet – HCS Customer Service ................................................... 27

Final Assessment Summary & Feedback........................................................................................... 28



Teaching Program The program is of forty (40) hours duration, comprising eight (8) hours per week for one teaching block of five (5) weeks. The program will consist of four hours of lectures and four hours of tutorials per week

SITXCCS401 Enhance the Customer Service Experience Module Description This unit 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

You are required to demonstrate skills in: communication to:

o determine customer needs and preferences through observation, questioning and active listening

o discuss service difficulties with team members and suppliers o use probe questioning to gain information, clarify ambiguities and adequately understand

customer complaints initiative and enterprise to:

o offer additional services and products o proactively compensate for service difficulties

literacy to: o read and interpret policies and procedures o write entries into customer service data bases

numeracy to calculate the cost of products and services, estimate profitability and consider the cost of customer compensation

problem-solving to identify and resolve difficult service situations and customer complaints self-management to take responsibility for customer service outcomes teamwork to share customer information with team members to ensure efficient service delivery technology to use computers and data bases that manage customer profiles and promotional

activities.

You are required to demonstrate skills in: principles and benefits of enhanced customer service experiences and positive communication techniques to anticipate customer preferences, needs and expectations throughout the service

experience conflict resolution techniques value of staff and customer feedback in enhancing service delivery for the specific industry sector:

o professional service standards expected of service industry personnel o attitudes and attributes expected by the service industries to work with customers o accepted service standards and rituals o different customer service needs and expectations o types of customer loyalty programs o the essential features and usage of the customer data base

for the particular organisation: o designated response times for providing service and resolving complaints o customer service policies and procedures including those for complaint handling o promotional services offered.



SITXCC501 Manage quality customer service Module Description This unit describes the performance outcomes, skills and knowledge required to develop, monitor and adjust customer service practices. It requires the ability to consult with colleagues and customers, develop policies and procedures for quality service provision and manage the delivery of customer service

You are required to demonstrate skills in: communication to:

o discuss customer service needs with staff and customers o explain organisational policies and procedures for quality service provision o discuss systemic customer service problems

critical thinking to: o allow for a rational and logical evaluation of the characteristics and needs of the

organisation in order to design tailored customer service practices o monitor, evaluate and review practices

initiative and enterprise to instigate research on customer service requirements literacy to:

o read and interpret customer service surveys and unfamiliar complex documents on current industry trends and changes that affect service delivery

o research customer service requirements o write comprehensive yet easily accessible policies and procedures that provide service

expectations numeracy to calculate and interpret customer satisfaction statistics planning and organising to plan for, establish and regularly monitor all components of the

customer service system problem-solving to identify systematic customer service problems and adjust policies and

procedures to improve service quality self-management to take responsibility for customer service outcomes

teamwork to involve staff in the development of customer service practices and actively seek their ongoing feedback. You are also required to demonstrate knowledge of:

principles of quality customer service for the specific industry sector:

o professional service standards expected of service industry personnel o attitudes and attributes expected by the service industries to work with customers

roles and responsibilities of management, supervisors and operational personnel for quality service provision

sources of information on current service trends and changes that affect service delivery methods of implementing quality service provision, including:

o developing, implementing and monitoring customer service policies and procedures o staff involvement in the development of customer service practices o evaluating staff and customer feedback

methods of monitoring, measuring and evaluating: o customer satisfaction o business performance

industry schemes aimed at improving customer service including accreditation schemes and codes of conduct

objectives, components and comprehensive details of consumer protection laws that relate to customer service. These would include the business‟ responsibility for: o nominating and charging cancellation fees o providing information on potential price increases o providing refunds o supplying products as described or substituting suitable products when unable

a range of formats for and inclusions of policies and procedures.



Course Requirements: To achieve competency in this unit a student must:

(1) Demonstrate achievement of all learning outcomes (2) Submit and satisfy the requirements of all assessable work

References: Harris, E. (2003) Customer Service: A Practical Approach, Prentice Hall, New Jersey Shephard, S. (1998) Managing Cross-cultural transition: A handbook for corporations, employees and their families, Aletheia Publications, New York Tjosvold, D & Leung, K. (2003) Cross-Cultural Management: Foundations and Futures, Ashgate Publishing, Hampshire. Morrison, T. Conaway, W. & Borden, G. (1994) Kiss, Bow or Shake Hands: How to do business in sixty countries, Adams media corporation, Massachusetts.



Weekly Schedule:

WEEK

TOPIC

1

product, service and market knowledge

customer service roles in a hotel

Activity one:

2

providing a quality service experience

Activity two

3

Presentations activity three

dealing with difficulties in customer service

Activity four 4

managing client and customer information

managing quality service delivery

Activity five

5

Assessment two



SITXCCS401 Enhance the Customer service experience

ASSESSMENT DETAILS

SITXCCS501 Manage Quality Customer Service

ASSESSMENT DETAILS

Assessment Due

Assessment 3 Task 1

Case Study Report & Customer Survey Week 3

Assessment 3 Task 2

Customer Complaint - Role Play Week 4

Assessment 3 Task 3

Customer Complaint Letter Week 4

Assessment 4

Customer Service - WrittenTest Week 5

Due dates will be strictly enforced and failure to meet the requirements will result in NYC (fail) to be recorded against the student.

Assessment Due

Assessment 1 Task 1

Profiling restaurant and customer‟s needs and expectations

Week 2

Assessment 1 Task 2

Training plan Week 3

Assessment1 Task 3

Problem solving activity Week 3

Assessment 1Task 4

Complaints resolution procedure Week 4

Assessment 1Task 5

Promotion & Relationship Management Week 4

Assessment 2

Customer Service – Written Test Week 5



Assessment 1 - Short answer Questions and Tasks

Enhance the customer service experience Research Assignment

Restaurant Profile example

(C'est Bon Cairns)

Dining at C'est Bon Cairns is truly an experience for the palate! C‟est Bon prides itself on being delightfully French yet still Affordable. C‟est Bon has established itself as one of Cairns leading Dining Venues - a place where the sophistication of France meets the down to earth charm of the Tropical North. C‟est Bon‟s French Chefs culinary talents emerge each week with some great specials while still staying in touch with the customers desires. So we invite you to join Nicolas and his team, to savour the mouth-watering delights created from Classic French Dishes by our French Chefs and indulge in some old French charm (with a French accent or two thrown in!) C‟est Bon is a Restaurant for all occasions, but is still intimate enough for those looking for something special. We can cater to any Birthday, Anniversary or even a graduation or just a „congratulations‟ celebration!!! Just give Nicolas a call! He really has a flair for making an event special! C'est Bon is situated only five minutes from the Convention Centre, located at the entrance to Village Lane in Lake Street, directly behind the Cairns International Hotel Sebel and the Sofitel Reef Hotel Casino. C'est Bon offers a special Two and Three Course Business Lunch along with the A La Carte Menu Tuesday to Friday from 12pm which proves to be very popular with the locals. The Dinner Menu also offers great value with a Three Course Prix-Fixed Menu and a full Ala Carte Menu from Tuesday to Saturday from 6 pm onwards.



Task One: (Profiling restaurant and customer’s needs and expectations)

1. How do we get information about our customers? 2. Create a profile for a restaurant of your choice 3. Profile the customers who go to that restaurant 4. Minimum 3 customers who would go to the restaurant, including customers

expectations (Price, products, (service/food quality), staff, customers, atmosphere/design ect)

Task Two: (Training Plan) Develop a training plan for staff on the following: How to advise customers about new products/services/personalisation Consider

o New staff o Existing staff o Suppliers

This training plan should include monitoring and reviewing. (see appendix for an example) Task Three: (Problem solving) There has been a cyclone and tropical fruit has been difficult to source but your restaurant is well known for using these ingredients. How do you solve this problem and communicate with customers so they aren‟t disappointed? Consider Who, what, when, why, where, way Task Four: (Complaints resolution procedure) Create a complaints resolution procedure for the restaurant that you‟ve profiled and follow

with a written scenario. Task Five: (Promotion & Relationship Management) How can you use a CRM database to maintain relationships with your customers?

In the following table consider; o What information will the database store? o How will you use this information effectively?



Keep in mind privacy laws and how this applies to the information that you are gathering Data Use

date of birth

List 5 promotional marketing services you could create to grow and encourage repeat business?



Appendix; Training Session Plan

1. Training Title: Advise customers about new products/services/personalisation 2. Date: 3. Trainer: 4. Objectives: 5. 6. Time 7. Key Point 8. Instructional Method 9. Competency 10. Resources

11. 12. 13. 14.

15. 16. 17. 18.

19. 20. 21. 22. 23.

24. 25. 26. 27. 28.

29. 30. 31. 32. 33.

34. 35. 36. 37. 38.



Assessment 1 –Activities Result Sheet – HCS Customer Service

Unit of Competency SITXCCS401 Enhance the Customer Service Experience

Student name

Student ID

Assessor name

Assessment Type Written Activities

Overall student performance

Response Comments S NS

Task 1

Task 2

Task 3

Task 4

Task 5

THE STUDENT‟S KNOWLEDGE OVERALL WAS:

Satisfactory

Not satisfactory

Feedback:

Assessor’s signature

Date of assessment


Dip Block E - SITXCCS401 Enhance the Customer Service Experience - Student Guide Reviewed August 2014 13

Assessment Two Class Test SITXCCS401 Enhance the customer service experience

Name:

Student Number:

Group:

Teacher:

Teacher use only: Result /30

Marks Allocation: 30 marks Duration: 60 minutes

Instructions:

1. Complete all questions as directed. 2. Use only a blue or black pen. No pencils are permitted. 3. You must write legibly 4. The use of electronic translators is not permitted. 5. You must not talk at any time, including when you are leaving the room. 6. Copying and cheating is not allowed. 7. You must have your mobile phone switched off for the duration of the test. 8. Unless specified each question is ONE mark



Assessment 2 – Class Test Result Sheet – HCS Customer Service

Unit of Competency SITXCC401 Enhance the Customer Service Experience

Student name

Student ID

Assessor name

Assessment Type Class Test


Response Comments

S NS

Q1 Q2

Q3 Q4

Q5 Q6

Q7

Q7 Q8

Q9 Q10

Q11

Q12 Q13

Q14 Q15

Q16 Q17

The student’s knowledge overall was: Satisfactory

Not satisfactory

Feedback


Date of assessment



Final Assessment Summary & Feedback

Units of Competency:

SITXCCS401 Enhance the Customer Service Experience

Student Name

Student ID

Assessor Name Date of

Completion:

Assessments Student Results

Satisfactory Not

Satisfactory Not Completed

Assessment 1 – Activities

Assessment 2 – Class Test

Feedback to student:

Final Result:

Competent Not Yet Competent

Is Re-Assessment Required:

Yes No

Assessor’s Signature Date:

Student’s Signature Date:



Assessment Three – Activities

Task 1: What is Customer Service?

CASE STUDY

Customers are everywhere and without them organisations would not be able to operate. This section introduces you to the elements of customer service and how customers evaluate their customer service experience mentally.

You will learn how customers categorise the elements as a perceived cost or a perceived benefit to determine whether they have received fair value. You will also learn how we can map the customers‟ experience, to determine

which of their interactions with us we need to focus on to deliver a perception of better than fair value in the customer‟s mind.

Task 1A: Create a Customer Service Charter for your business?

Sample provided on Blackboard from Medicare Australia

Task 1B

From your identified list of customers;

(1) Choose one (1) and provide a profile of this group.

(segmentation)

(2) Describe how you would meet / exceed their needs and expectations.



Scenario: Would you come back to this resort? Case Study

You have been staying at a five-star resort on Fitzroy Island. You had to fly from your home country, ride in a taxi for 30 minutes and then catch a local ferry which took 45 minutes. Your check-in experience was delightful. A welcoming band, a glass of sparkling wine, personal service you did not have to wait for and you were shown to your room by a smiling informed and informative attendant that did not expect a tip for their services.

The room was delightful with a balcony overlooking the sea. The amenities at the resort were truly first class. They included a championship golf course, spa, gym, indoor and outdoor swimming pools, tennis courts, four restaurants a child minding service and a wide range of activities and tour options. You were paying top dollar, but the facilities were worth it.

There were a few glitches though – probably no-ones fault.

Your first night at your choice of restaurant, you were turned away as they were full. Apparently you should have been told at check-in to book early as that restaurant was always popular.

Your second night when you had booked early, you were put into a small alcove off the kitchen almost as if you were an afterthought. You had trouble getting the waiter‟s attention from your position and went without drinks for most of the night. The food was good though.

Golf was more expensive than you thought, and you were really surprised how much they charged for clubs and shoe hire. What is more, it rained heavily by the fourth hole and by the ninth you were soaked. You asked for a refund as the course was unplayable. You were informed that under club rules the course was not unplayable, so you could not get a refund.

Aside from these irritations and the cancellation of a tour you had wanted to go on because there were insufficient numbers, the stay was enjoyable. There were also many highlights, such as the really friendly and helpful spa staff who made your time so relaxing you wanted to go again and again.

Task 2

Part A: ANALYSE THE SITUATION – THE CUSTOMERS’ PERSPECTIVE

(i) Create a questionnaire to measure existing customer satisfaction (10-12 questions)

(ii) You have visited the hotel and are asked the following questions.

Did you get good customer service?



Would you come back to this resort?

Was it value for money (fair value) when you considered the travel/ cost?

Part 2B: Customer Service Experience: Research the problem

Identify and comment on your experience throughout the following stages of your holiday.

Travel to your hotel

Check-in Experience

Escorted to your room



Room

Amenities / Facilities

Golf course / tennis courts

Spa / Gym / Pool

Restaurants

Tour Options

Check-out Experience



Part 2C: CUSTOMER SERVICE POLICY – THE HOTEL’S PERSPECTIVE

Your comments above form a framework to develop systems in the hotel so that future guests do not have the same negative experience, or can enjoy the positive ones.

Only you will know because, „customer service‟ is judged by the customer

It depends on what they value; what they perceive, and their mood.

(i) Create 5 policies from the above.

1. Travel to your hotel

2.Check-in Experience

3.Shown to your room and tour of your accommodation

4.Amenities / facilities

5. Check out experience

(ii) How do you communicate these new standards with staff.



Consider ‘new staff’

Induction

Performance management

Consider ‘existing staff’

Performance management

Career / Succession Planning



Task 3: Role Play

Select your own workplace example of a customer complaint

Prepare a one page summary including;

(i) An overview of the complaint

(ii) How will you solve this problem

(iii) Address the current complaint

(iv) Establish a system that prevents this from occurring in the future

(v) How will you monitor and review the new system to ensure the problem does not reoccur.

Record a 2-3 minute video.

Please note:

The video must show your face clearly and the conversation must be easily understood.

Step 1: Customer makes a verbal complaint to you…

Step 2: Listen to the customer and pay attention to the detail of the complaint, including why they are unhappy and what went wrong

Step 3: Show empathy to the customer and accept responsibility for the error on behalf of the company.

Step 4: Ask the customer to offer a solution to satisfy their concerns

Step 5: Acknowledge the customer‟s solution and where possible resolve the complaint at the first opportunity.

Step 6: Fianlise the complaint and note that the complaint will be recorded in the company records for future reference.

Step 7: Provide the customer with your personal details and the complaint reference number.

Step 8: If applicable, notify a supervisor/ manager of the situation.



Task 4: Complaint Letter

Brads Holiday Retreat - Case study.

Read the complaint letter and consider how you would feel in that situation.

Complaint Letter

Dear Sir,

I visited your Retreat last week with my wife. We were retracing the steps of our honeymoon 20 years ago. Then, we were a bit more adventurous and spent the time camping, ‘getting away from it all’ together. We were delighted when we were planning the trip to learn of places like yours being available now so we could relive our honeymoon in comfort.

It was with great anticipation that we booked in and our 3 day stay was going smoothly until we dined at the restaurant. Let me recap the occasion for you.

We were of good cheer, your resort being our first stop. We were courteously taken to our table and offered the wine list and menu and had the specials described to us;

The trouble started when the wine was late arriving to accompany our entrées. We were left with water to complement our entrées instead of my wife’s favourite wine. I made mention of the late arrival of the wine to the waiter to receive the reply: ‘We’re busy, I’m sorry’.

Next, whether to allow us time to drink the wine that arrived late or because of a problem in the kitchen, I do not know, but it took an hour to receive our main courses. When they did arrive, my steak was not only overcooked for what was promised to be medium-rare, it was of too cool a temperature. The pepper sauce that accompanied it was congealed.

I informed the waiter that the steak was not what I had ordered in that it was well done and that it was cold. He informed me that ‘You get the steak how it comes’. I asked to see the manager.

The manager, who I think was the chef, did not seem to care about my receiving what I ordered, telling me that the kitchen was now closed as his staff had gone home. His tone of voice was impatient bordering on angry. I left without paying a tip.

I later contested the bill upon checking out and was offered a discount off the meal by a lady named Rosemary. By then the damage was done, however, and I will not be recommending your premises to anyone I know.

Chloe‟s Holiday Retreat is a thirty roomed backpacker hotel in Far North Queensland. It is a family business that is managed by Rosemary, a qualified accountant, and her partner Brad, who is a trained real estate investor.



Customer satisfaction

„Customer Satisfaction Guaranteed‟ is on all of Brad‟s advertising material and business cards, so the staff must ensure;

Satisfaction is what the customer gets!

Chloe‟s Holiday Retreat prides itself on providing customer satisfaction every time, no matter the cost. However, Chloe and Greg had relied solely on their ability to “stay on top of things” and had no formal standards or work instructions in place. Training consisted of on the job training and was at the discretion of the senior full time employees.

Manager‟s Response:

You are required to write a letter of reply to the customer.

In the response, you should consider the following;

Ensure that you include all components of a letter

Date; address; reference number; company name; title (manager) etc

The contents of the response letter must include;

(i) Acknowledge the complaint

(ii) Apologise and take responsibility

(iii) Include what action you will do

(iv) Consider anything the customer needs to be aware of

(v) Thank the customer for bringing this to your attention

The letter should be no longer than one page in length.



Assessment 3 – Activities Result Sheet

Unit of Competency SITXCCS501 Manage quality customer service

Student name

Student ID

Assessor name

Assessment Type Written Activities


Response Comments S NS

Task 1

Task 2

Task 3

Task 4

THE STUDENT‟S KNOWLEDGE OVERALL WAS:

Satisfactory

Not satisfactory

Feedback:


Date of assessment



Assessment Four - Class Test SITXCCS501 Manage Quality Customer Service

Name:

Student Number:

Group:

Teacher:

Teacher use only: Result /50

Instructions: Mobile phones must be off. They may not be placed on silent. Students who have been

found to have left their phone on will have their paper confiscated.

READ through paper first.

Complete all questions as directed in pen – blue or black only.

The use of electronic translators is not permitted.

You may not talk at any time unless directed, including, when you are leaving the exam. Students talking at any time, unless directed, will have their paper confiscated.

Copying and cheating students will have their paper confiscated

Students leaving an assessment room will be deemed to have completed their assessment and will NOT be permitted to return.

Confiscated papers will not be assessed.



Assessment 4 – Class Test Result Sheet – HCS Customer Service

Unit of Competency SITXCCS501 Manage quality customer service

Student name

Student ID

Assessor name

Assessment Type Class Test


Response Comments

S NS

Q1 Q2

Q3 Q4

Q5

Q6 Q7

Q7 Q8

Q9 Q10

Q11

Q12 Q13

Q14 Q15

Q16

The student’s knowledge overall was: Satisfactory

Not satisfactory

Feedback


Date of assessment



Final Assessment Summary & Feedback Units of Competency:

SITXCCS501 Provide quality customer service

Student Name

Student ID

Assessor Name Date of

Completion:

Assessments Student Results

Satisfactory Not

Satisfactory Not Completed

Assessment 1 – Activities

Assessment 2 – Class Test

Feedback to student:

Final Result:

Competent Not Yet Competent

Is Re-Assessment Required:

Yes No

Assessor’s Signature Date:

Student’s Signature Date:

Education

Cs1 13 sitxccs401 and sitxccs501 - student guide wm-1