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SITXCCS003 Interact with customers

Assessment workbook

Assessment Workbook

Table of ContentsSITXCCS003 Interact with customers...................................................................1

Assessor guide...............................................................................................................1

Table of Contents...................................................................................................................2

Student Assessment Cover Sheet........................................................................................3

Instructions.............................................................................................................................4

The Unit of Competency........................................................................................................4

The Context for Assessment................................................................................................5

Assessment Methods............................................................................................................5

Resources Required for Assessment..................................................................................5

Assessment 1. Knowledge Assessment..............................................................................6

Assessment 2. Short Answer Questions...........................................................................17

Assessment 3. Case Studies..............................................................................................27

2 SITXCCS003 Interact with CustomersVersion 3.0

Assessment Workbook

InstructionsThe assessments in this workbook is divided into three (3) categories: Knowledge Assessment and Short answer Assessment and Case studies.

The questions under Knowledge Assessment are all in a short answer format. The assessment tasks requiring practical demonstration of skills are covered in the Case study Assessment. You must answer all questions using your own words. However, you may reference your Learner Guide and other relevant resources and learning materials to complete this assessment.

Some questions cover processes you would likely encounter in a workplace. Ideally, you should be able to answer these questions based on the processes that are currently in place in your workplace. However, if you do not currently have access to a workplace, then answer the questions based on processes that should be implemented in a typical workplace setting.

The Unit of CompetencyThe units of competency specify the standards of performance required in the workplace.

This assessment addresses the following unit of competency:

SITXCSS003 Interact with Customers

1. Greet and service customers

2. Work with others to deliver service

3. Proved feedback on customer service

A complete copy of the above unit of competency can be downloaded from the TGA website:

https://training.gov.au/Training/Details/SITXCCS003

SITXCCS003 Interact with CustomersVersion 3.0 3

https://training.gov.au/Training/Details/SITXCCS003

Assessment Workbook

The Context for AssessmentTo complete the assessments in this workbook, students need to have access to their learning materials and the Internet. The Knowledge Assessment may be completed wholly at the learner’s home or chosen place of study. The Practical Assessment must be completed in a workplace or in a simulated environment.

Assessment MethodsThis workbook uses the following assessment method(s):

Knowledge Assessment – A set of generic and workplace questions testing the learner’s general knowledge and understanding of the general theory behind the unit.

Short Answer Assessment – A set of tasks or activities completed according to set instructions and guidelines to meet the requirements of the relevant unit. These tasks and activities require you to have access to a workplace.

Case study – A set of case study scenarios for the learner to apply learned theories to case study scenarios.

Resources Required for AssessmentThe learner will need access to:

Computer with Internet and email access and a working web browser

Installed software: MS Word, Adobe Acrobat Reader

A simulated workplace environment that will allow you access to:

o Resources and equipment typically found in a restaurant, e.g. service ware, serviette, etc.


Assessment Workbook

Student Assessment Cover SheetTo the learner: Print this cover sheet and complete it by filling in all the required information and signing on the space provided. Your signature must be handwritten. Scan the completed cover sheet and submit it along with your evidence submissions. Use the filename: SITXCCS003 Cover Sheet

Student NameStudent Number

Student Phone number Email

Course Code SIT20316Course Name

Certificate II in Hospitality

Unit Code SITXCCS003

Unit Name

Interact with customers

Assessment Number/Types

1 Knowledge Assessment2 Short Answer Assessment3 Practical Assessment

I confirm that the attached work is entirely my own, except where other writers have been referenced. I confirm that this assignment has not been submitted before at ACOHR or other institutions. I understand that plagiarism and other forms of cheating will result in academic penalty.By submitting this assessment, I agree that:

I have and read and understood the details of the assessment I understand the rules and consequences of plagiarism and that the attached assessment is my own work. I have one week in which to resubmit this assessment if I am deemed unsuccessful.

Student’s Signature

Date

Trainer/Assessor to completeAssessment 1: Knowledge

AssessmentAssessment 2: Short Answer

AssessmentAssessment 3 Case studyAssessment

DateSatisfactory (S)

Not Yet Satisfactory)NYS)

Resubmission required

(Y/N)Date

Satisfactory (S)Not Yet

Satisfactory)NYS)


(Y/N)Date

Satisfactory (S)Not Yet

Satisfactory)NYS)


(Y/N)

comments/observations/feedback comments/observations/feedback comments/observations/feedback


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Overall Result for this Workbook C/NYCTrainer/Assessor’s NameTrainer/Assessor’s Signature Date


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Assessment 1. Knowledge Assessment

1. Understanding the importance of customer service is essential in the hospitality industry in creating new customers, keeping loyal customers and developing referrals for future customers. Tick the statements you believe are vital in showing the customer their importance.

a. Customer feedback forms are a way for businesses to measure customer satisfaction and improve products and services.

☐ True

b. A business can build customer loyalty by offering loyalty programs to encourage return visits and reward customers.

☐ True

c. Consistency of work-flow practices ensure the business is operating efficiently and therefore giving customers the best possible experience

☐ True

d. Customer do not want special treatment, they want to purchase their product or service without needless customer service.

☐ True

e. Creating excellence in customer service will give the business a competitive edge and ensure the business has exceeded the customers’ expectations.

☐ True

f. Employee feedback allows employees to share ideas on how to improve customer experience and improve products and services.

☐ True

g. The supervisor should be the only person showing the customer their importance

☐ True

S ☐ NYS ☐

Trainer comments: (only comment if NYS)


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2. Read each statement below. Tick ‘True’ if the statement demonstrates expected customer service standards in industries such as tourism, travel and hospitality, and ‘False’ if it does not.

a. I should prioritise customers ahead of my workplace duties ☐ True ☐ False

b. I should match the order with the customer prior to delivery. ☐ True ☐ False

c. Customer service requires staff to speak to customers using language such as “Good afternoon sir, do you have a booking today?” ensuring a clear and professional manner.

☐ True ☐ False

d. I can be as friendly as I want with each customer and tell them all about my problems and personal life.

☐ True ☐ False

e. I need to have knowledge to explain the product or service when asked by a customer.

☐ True ☐ False

f. Customers always expect more than an organisation can deliver and therefore we should concentrate more on the product rather than the service

☐ True ☐ False

S ☐ NYS ☐


3. Read each customer profile below. Identify which customer is described by writing the letter of the answer in the space provided.

a. External customer

b. Internal customer

c. New customer

d. Regular or repeat customer

e. Visitors

Customer Type

Customer Profile


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i. A customer who has not previously purchased goods or

services but has now made a purchase of those goods or services from the business.

ii. A customer who returns again and again to purchase a good or service from a business.

iii. A co-worker, another department, or a distributor who

depends upon the business to provide products or services.

iv. A customer who is not likely to return as the customer is moving or travelling through the environment or location.

v. A customer who pays your employer and have a choice if they use the service.

S ☐ NYS ☐


4. The value and role of customer feedback is to improve service delivery. There are 5 main reasons why collecting feedback will assist in improving service delivery; Tick the correct answers

1. Will assist you in understanding your customers ☐ True

2. Allows you to develop your list of banned customers ☐ True

3. Improves your products ☐ True

4. Engages your customers ☐ True

5. Enables you to benchmark and get better ☐ True

6. Gives you testimonials, reviews, referrals ☐ True


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S ☐ NYS ☐


5. The environment of the operation can have a significant impact on the impression that the customer has of the establishment. Look at the “Full of Beans policies and procedures manual” in your supplementary material and in the circle diagram below, click into each outer circle and write a customer environment presentation standard you may find in a 5-star hotel. The first one has been done for you.

S ☐ NYS ☐



PRESENTATION STANDARDS

FOR CUSTOMER

ENVIRONMENT

Clean carpets

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6. Personal presentation is very important when you interact with customers. How you dress and how you present yourself tells people a great deal about you and your organisation. Look at the “Full of Beans policies and procedures manual” in your supplementary material and in the circle diagram below, click into each outer circle and write a personal presentation standard you may find of staff in a 5-star hotel. The first one has been done for you.

S ☐ NYS ☐



Personal presentation

standards

Clean brushed

teeth

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7. Document presentation standards Policies may be prepared that specify document requirements for letters, menus, forms, invitations, reports, promotional materials etc. to ensure customers are only ever presented with neat, clean and presentable documents and promotional material. Look at the “Full of Beans policies and procedures manual” in your supplementary material and in the circle diagram below, click into each outer circle and write a document or promotional material presentation standard you may find in a 5-star hotel. The first one has been done for you.

S ☐ NYS ☐



Presentation standards for

documents and promotional

materials

Check correct spelling

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8. Most organisations will have policies and procedures in place to account for a variety of customer service-related issues. These policies and procedures vary from business to business. Read the customer service issues below and the example industry policy and identify 3 benefits this policy may have for the customer or business.

CUSTOMER SERVICE ISSUE

EXAMPLE INDUSTRY POLICY BENEFITS TO CUSTOMER AND

BUSINESS

(student answers in this column)

Application of booking or cancellation fees

Three days’ notice is required to cancel a booking. The booking fee is retailed if the cancellation is less than three days prior to the event.

Policy for greeting customers on the

telephone

Phone must be answered within 3 rings and answered with “Good afternoon, Brisbane Hotel, Jayde speaking”

Response times for delivering products

and services

Customer drinks must be delivered to the table within 5 minutes of ordering.

Response times for acknowledging and greeting customers

The customer must be acknowledged within one minute of their arrival


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Customer service policies for resolving

routine customer problems

When incorrect food is delivered to the customer, apologise, quickly replace with correct order, checkback within 3 minutes for feedback.

Policies regarding product pricing and

quality

Undertake quality control measures to monitor our product for consistency and taste.

Processing refunds and exchanges

If a customer wishes to exchange an item, they must have a receipt.

Policy for escalating and reporting service issues and customer

problems

When escalating a customer problem to a manager, you must explain thoroughly to the customer why you are escalating the problem and to whom you are escalating them to.

S ☐ NYS ☐



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9. At times it is important for different levels of personnel to be able to resolve complaints, disputes, service issues and customer compensation on the spot.

a. Tick the boxes of the issues you would be able to deal with immediately as a waiter in a restaurant.

b. Identify who would be the best person in the business to resolve the issue.

You have delivered a bill to a table, and the customer points out that they have been charged twice for their bottle of wine.

☐

A customer has finished their entire meal but is now complaining that they did not like it, they are demanding a full refund.

☐

A customer has paid for a takeaway coffee. They come back a couple of minutes later to tell you they have been given the wrong coffee. They do not want another, just a refund of $4.00

☐

A customer has booked a room with 2 double beds. When they arrive, they have been given a King room? You are fully booked out and the customer is very upset.

☐

A customer calls you to their table, they ordered a well-done steak, and they have received a medium rare one.

☐

You give a customer their change from $20 and they insist they gave you a $100. They are demanding change from $100

☐

S ☐ NYS ☐



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10.Write a sample procedure that you might adopt in a restaurant to respond to the following routine customer problems

SAMPLE PROCEDURE SCENARIO

1 A customer brings his receipt into your store saying he has been charged for a Fillet steak instead of Chuck steak

2 The chef informs you that there will be a delay on table 5 as he has burnt their order and must recook it.

3 A customer with a heavy accent, tells you that he did not order the steak, he in fact order a cake.

S ☐ NYS ☐



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ASSESSOR MARKING CHECKLIST

Learner’s Name:

Student ID

Date

Assessment 1 – Knowledge questions

S ☐ NYS ☐

Trainer comments:

Trainer/Assessor’s NameTrainer/Assessor’s Signature Date


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Assessment 2. Short Answer Questions


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SCENARIO 1

Read this scenario to answer Questions 2.1 to Question 2.4

Full of Beans Café has been operating for 6 months. The owners present the business as using organic produce. The expectation is that the cafe environment is neat, clean and well presented. The café must have clean floors, tables, chairs are to be under the table to prevent trips and falls, staff are required to wear the Full of Beans uniform, polo shirt, black pants, enclosed shoes. Staff are required to arrive for work in a clean uniform and must also present themselves with clean hair and body with no odours.

The café menu is presented with the business logo at the front and back. There are headings for breakfast, lunch, snacks, and drinks menu. The is placed on all documents and the same font type (Calibri) is used.

A reward’s program to buy 10 coffees and the next one is free will be established using business size cards. These reward cards are in the same font type (Calibri). Label of “Full of Beans Café Rewards Card” to be used, plus buy 10 get one free.

To increase customers, a new Indulgence Promotion has started, where the customer gets a cake or muffin and coffee at a reduced rate. This required small-sized handouts and a poster for in-store promotion. The promotion for both the handout and the poster includes:

Name of promotion: Indulgence

Image of coffee and cake

Price of coffee and cake: $7

All texts in Calibri font

The small handout includes contact details that indicates both website address and contact email address.

Since opening, the business has had constant increases in customers and increasing return customers, however over the last week since the indulgence promotion started, two of the regulars have complained that the coffee was not hot enough, and the cake promotion was boring as the same cake was served every day.


Assessment Workbook

2.1Based on the information presented in the above scenario 1, answer the following questions:

a. What was the negative customer feedback/complaint from the scenario?

b. Briefly explain how Full of Beans Café can use this feedback to improve their service.

c. Why is this feedback important to the owner of Full of Beans Café?

S ☐ NYS ☐


2.2. Refer to Full of Beans Café Scenario to complete the table below. Identify three presentation standards that would be required for each of the following:

a. Customer environment

b. Customer service wait staff

Area Presentation Standards

a. Customer Environment a.

b.


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c.

d. Customer Service Wait staff

a.

b.

c.

S ☐ NYS ☐


2.3. a. Identify two presentation requirements on the menu document in scenario 1

i.

ii.

b. Identify two presentation requirements on their coffee rewards business card.

i.

ii.

S ☐ NYS ☐



Assessment Workbook

2.4 Full of Beans is undertaking a promotional campaign called Indulgence – Coffee and Café Special.

a. Identify two presentation standards that the handouts should include for this promotion from scenario 1.

i.

ii.

b. Identify two presentation standards that the poster should include to advertise the Coffee and Cake Special.

i.

ii.

S ☐ NYS ☐


2.5. Read the Full of Beans Café Policies and Procedures Manual found in your supplementary files to answer the following questions.

a. When would Full of Beans charge a booking fee?

b. Give an example of when Full of Beans Café would charge a cancellation fee.

c. According to the Policies and Procedures manual, how quickly should you acknowledge a customer who enters the café?


Assessment Workbook

d. According to the Policies and Procedures manual, how quickly should you greet and seat a customer?

e. According to the Policies and Procedures manual, how long should it take to deliver a menu?

f. According to the Policies and Procedures manual, how long should it take for staff to take an order?

g. According to the Policies and Procedures manual, what is the delivery time for drinks?

h. According to the Policies and Procedures manual, what is the food delivery time for:

i. cooked food?

ii. non-cooked food?

i. If a customer is having a problem with locating drinking water, what would you do?

j. If a customer spills their coffee, how should you respond?


Assessment Workbook

k. According to the Policies and Procedures manual, full of Beans Café need to ensure that their product and services are priced correctly. What is the process for determining prices?

l. Full of Beans Café wants to ensure that they provide high-quality products and services. According to the Policies and Procedures manual, briefly explain the process they undertake.

m. According to the Policies and Procedures manual, outline the refund process if a customer is not happy with the food served.

n. According to the Policies and Procedures manual, outline the exchange process if a customer is not happy with a product served, such as they need hotter coffee.

o. Identify the policy from the Manual that you would use if a customer reported a service issue or problem.

p. According to the Policies and Procedures manual, explain the process for escalating the reported issue and problem.


Assessment Workbook

S ☐ NYS ☐


SCENARIO 2

Read this scenario then refer to the Full of Beans Café Policies and Procedures Manual found in your supplementary files to answer the questions that follow:

You are completing your 5-hour shift on Saturday morning at the Full of Beans Café. When the shift supervisor arrives, you must tell her about 3 problems that occurred during your shift.

A regular customer complained that the cake was stale. She said that they were paying for fresh cake and not old cake and was disappointed that the supervisor was not there to take her complaint.

You delivered the bill to Table 23. One of the customers called you back to dispute their bill. Another customer at the same table said that the customers had to wait for a long time for their coffees to be delivered (delivery time frame is 6 minutes).

Just now a child knocked one of the staff members who was delivering coffee to a table. This led to a coffee being spilt over one of the customer’s coat. You apologised to the customer who then asks for the business to pay for the cleaning of the coat.

2.6Based on Full of Beans Café Policies and Procedures, identify how the wait staff should respond the each of the following situations:

i. Complaint about stale cake

ii. Dispute over the price charged on the bill


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iii. Customer stating service is too long

iv. Compensation request for dry cleaning

2.7Based on Full of Beans Café Policies and Procedures, identify how the manager should respond to each of the following situations:

i. Complaint about stale cake

ii. Dispute over the price charged on the bill

i. Customer stating service is too long

ii. Compensation request for dry cleaning

S ☐ NYS ☐



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2.8Read the Full of Beans Policies and Procedures Manual found in your supplementary files. Explain the procedure that must be undertaken in each of the following situations.

a. Food in the servery area was priced incorrectly

b. Service charge for corkage was $1 per person but on menu $1 per bottle

c. Incorrect food was delivered

d. Long delay in meal delivery

e. Waiter misunderstood the order, and the customer received an incorrect drink.

S ☐ NYS ☐



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Learner’s Name:

Student ID

Date

Assessment 2 – Short answer questions

S ☐ NYS ☐

Trainer comments:



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Assessment 3. Case Studies Case Study Scenario 1

You are working as a waiter at Full of Beans Café. A customer makes a complaint about the food that they received. Their order was chicken burger with chips and salad. The order arrived 5 minutes later than the required time set out in the policy, and the chips were cool and not piping hot. The customer complains to you and asks for a refund or reduction in the price. You tell a colleague about the problem to confirm that you must inform the Manager. You inform the manager of the situation and you are instructed not to charge the customer for their meal.

Task 3.1 - Cold Chips

Review the Full of Beans Café Policy and Procedures Manual found in your supplementary files to answer the questions that follow.

a. Identify two needs of the customer which are beyond the scope of your responsibility.

i.

ii.

b. Refer to the Policy and Procedures manual,

1. list steps you would take to talk to the customer i.e. listening etc.

2. how would you escalate the above customer request?

3. Identify two appropriate people with whom you will seek assistance from.

i.

ii.

S ☐ NYS ☐



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Case Study Scenario 2

A customer asks for a poached egg on toast that is not listed on the menu. You notice that there are toast and fried eggs available in the kitchen, so you ask the customer if they want this instead. You’re not sure if it’s possible to serve items not included in the menu, so you inform the customer that you will consult the Café Manager first and return with a response.

You were able to serve the poached eggs to the customer, but on receiving their bill, they questioned why the poached eggs were $2.00 more than the fried eggs. They are making a scene at the register so you must act quickly to resolve the pricing issue.

Task 3.2 - Poached Eggs on Toast



i.

ii.





i.

ii.

S ☐ NYS ☐



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Case Study Scenario 3

A staff member trips on a customer’s handbag and spills coffee over a suit coat of a customer that you’re serving. The customer becomes angry and asks for compensation as the coat requires to be professionally cleaned. You will need to follow the organisational procedures and escalate this to the Café Manager.

While you are waiting for the manager to fix the above problem, another table complains that they have not received their coffee after it was spilt on the next tables jacket. As you are leaving the table to get their coffee you overhear them saying they will write a bad review on trip advisor.

Task 3.3 - Spilt Coffee



i.

ii.





i.

ii.

S ☐ NYS ☐



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Learner’s Name:

Student ID

Date

Assessment 3 – Case studies

S ☐ NYS ☐

Trainer comments:



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