ENHANCE CUSTOMER SERVICE EXPERIENCES

Assessment-1

SITXCCS007 ENHANCE CUSTOMER SERVICE EXPERIENCES

SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES

SITXCOM005 MANAGE CONFLICT

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Student Name:
Student ID: Term: Year:
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Student Signature: Date:
Assessment Outcome
Assessor Name:
Attempt Satisfactory Not Yet Satisfactory Date Assessor Signature
Initial attempt
2nd attempt/Re-assessment
Information for Student:
All work is to be entirely of the student.
General Information for this assessment:
Read the instructions for each question very carefully. Be sure to PRINT your FIRST name & LAST name in every place that is provided. Short questions must be answered in the spaces provided. For those activities requesting extra evidence such as: research reports, essay reports, etc. The student must attach its own work formatted in double space, Arial 12 pts. All activities must be addressed correctly in order to obtain a competence for the unit of competency. If the student doesn’t understand the assessment, they can request help from the assessor to interpret the assessment. Re-submission of assessment after the term will incur additional fees.
Re-assessment of Result & Academic Appeal procedures:
If a student is not happy with his/ her results, that student may appeal against their grade via a written letter, clearly stating the grounds of appeal to the Chief Executive Officer. This should be submitted after completion of the subject and within fourteen days of commencement of the new term.
Re-assessment Process: An appeal in writing is made to the Academic Manager providing reasons for re-assessment /appeal. Academic Manager will delegate another faculty member to review the assessment. The student will be advised of the review result done by another assessor. If the student is still not satisfied and further challenges the decision, then a review panel is formed comprising the lecturer/trainer in charge and the Academic Manager OR if need be an external assessor. The Institute will advise the student within 14 days from the submission date of the appeal. The decision of the panel will be deemed to be final. If the student is still not satisfied with the result, the he / she has the right to seek independent advice or follow external mediation option with nominated mediation agency. Any student who fails a compulsory subject or appeals unsuccessfully will be required to re-enrol in that subject.
The cost of reassessment will be borne by the Institute. The external assessor will base his/her judgement based on principles of assessment. These principles require assessment to be reliable, fair, practical and valid.

Academic Appeals: If you are dissatisfied with the outcome of the re-evaluation process, you have a right to appeal through academic appeals handling protocol. To appeal a decision, the person is required to complete the WSC- Request for Appeal of a Decision form with all other supporting documents, if any. This form is available via our website. The completed Request for Appeal form is to be submitted to the Student Support Officer either in hard copy or electronically via the following contact details: Student Support Officer, Western Sydney College (WSC), 55 High St, Parramatta NSW 2150, Email: [email protected] The notice of appeal should be in writing addressed to the Chief Executive Officer and submitted within seven days of notification of the outcome of the re-evaluation process. If the appeal is not lodged in the specified time, the result will stand and you must re-enrol in the unit. In emergency circumstances, such as in cases of serious illness or injury, you must forward a medical certificate in support of a deferred appeal. The notice of appeal must be made within three working days of the concluding date shown on the medical certificate. The decision of Chief Executive Officer will be final. Student would then have the right to pursue the claim through an independent external body as detailed in the students’ complaint / grievance policy.

Comments/Feedback to Students

Assessment Task 1: Written questions

Task summary

  1. You are to answer all written questions.

Resources and equipment required to complete this task

  • Access to textbooks and other learning materials.
  • Access to a computer, printer, Internet and email software (if required).
  • Access to https://www.accc.gov.au/business/treating-customers-fairly/consumers-rights-obligations#don-t-mislead-consumers-about-their-rights

When and where do I need to complete this task?

  • This task may be done in your own time as homework or you may be given time to do this task in class (where applicable).
  • Your assessor will provide you with the due date for this assessment.

What do I need to submit?

  • Your answers to each question in this task.

Instructions

  • This is an open book test – you can use your learning materials as reference.
  • You must answer all questions in this task correctly.
  • You must answer the questions by typing your answers in Microsoft Word or a similar program – your assessor will advise as to whether you must email them your completed assessment, submit the file on a USB drive or hand in a hard copy.

Question 1

  1. List five principles of enhanced customer service experiences.
  2. What are five principles of positive communication?
  3. What are five benefits to a business of enhanced customer service experiences and positive communication?
Answer: a)

b)

c)

Question 2

  1. What are three techniques that can be used throughout the service experience to anticipate and determine customer preferences, needs and expectations?
    1. Answer:

Question 3

  1. What are three ways customer feedback can enhance the service delivery provided by business?
Answer:

Question 4

Provide an example for each scenario of how the following extras and add-ons may be offered to customers:

Additional destinations
Additional tours or cruises
Cocktails and liqueurs to enhance the dining experience
Coordination services at events and conferences
Entrance to events, festivals and entertainment scheduled during customer stay at destination
Entrance to major attractions at destination
Extra food items
Flight fuel emissions offset fee
Local guiding services
Optional meals and dining experiences
Prepayment of baggage charges
Prepayment of in-flight meals
Pre-travel seat selection
Private car transfers in lieu of regular transportation options
Special offers or packages
Specialised styling for events
Storage for luggage after check-out
Travel insurance
Upgraded accommodation and flights
Wine or boutique beers to match meals ordered

Question 5

  1. What are three signs that there may be conflict between work colleagues?
  1. In terms of conflict theory, briefly describe the following stages:
  • Latent stage
  • Perceived stage
  • Felt stage
  • Manifest stage
  • Aftermath stage.
Answer:

Question 6

  1. In relation to conflict theory, what are three levels of conflict that can exist within an organisation?
Answer:
  1. What may be contributing factors to conflict in a workplace? Describe three factors.
Answer:

Question 7

  1. In relation to conflict theory, what are three possible results of conflict that can exist within an organisation?
  2. Answer:

Question 8

  1. Briefly describe the following conflict resolution techniques:
  • Assertiveness
  • Negotiation
  • Using appropriate communication.
Answer:

Question 9

  1. When may the following persons need to be involved in conflict situations?
  • Counsellors
  • Internal security staff
  • Mediators
  • Other staff members
  • Police
  • Senior staff.
Answer:

Question 10

  1. What are possible causes of conflict in the tourism, travel, hospitality and event industries and their typical causes? Discuss three.
  2. What are three possible causes of conflict between staff in these industries?
Answer:

Question 11

If a customer makes a cancellation, what are three requirements that will apply for a cancellation fee to be legally binding?

Answer:

Question 12

  1. If a business provides information to a customer about an impending price rise in an attempt to induce them to buy a product or service, what criteria must this information comply with in order to be legal under the Australian Consumer Law? Answer:

Question 13

  1. What is the only condition under the Australian Consumer Law where a customer is entitled to ask for a replacement or refund for a product they have received?
Answer:

Question 14

  1. Under the Australian Consumer Law what three things must the supplier of a service guarantee?
Answer:

Question 15

  1. List five guarantees that a business gives when supplying goods or services according to Australian Consumer Law.
Answer:
What do I need to hand in for this task? Have I completed this?
Your answers to each question
Assessor Checklist – Assessment Task 1
Assessment Task 1: Written questions
Yes No Comments
Did the student answer all written questions correctly? (Please note which questions were answered incorrectly, if applicable.)
If ‘no’ to the above, did you identify gaps in the student’s understanding and knowledge?
If ‘yes’ to the above, what arrangements have been made for reassessment?
Please add any feedback to the student about this task on the Assessment Cover Sheet. Keep a copy of the completed Assessment Task Cover Sheet.
Please note any reasonable adjustments for this task below.
Assessment Task 1 Outcome: Satisfactory  Not Satisfactory  Date:
Trainer/assessor name: Trainer/assessor signature:

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