New Placement Sitxccs007_sitxccs008 Assignment 3.docx

SITXCCS007 Enhance customer service experiences SITXCCS008 Develop and manage quality customer service practices

ASSIGNMENT 3 Based on the experience gained during your work placement, over the period of 10 weeks, in the space below, you are required to write a brief summary covering the following points: 1. Describe in details the roles and responsibilities of management, supervisors and operational staff involved in providing quality service; 2. Provide examples of THREE different customer complaints that you solved. Explain the conflict resolution techniques used to resolve each of them according to organisational policies and procedures; 3. Provide examples on how you obtained informal customer feedback on level of service ; 4. Give examples of situations when you provided service to customers with special needs or disabilities including special requirements involved; 5. Provide 3 examples of promotional items or initiatives that you used in your service area (e.g. loyalty programs). Explain how these were used effectively; 6. Provide examples of situations on how management set a positive example for customer service. 7. Provide examples on how you effectively communicated with internal and external customers, including any with special needs.

Document13 ©copyright Academia International 2014

Version 1

Page 1 of 7 Approved by: B.Wade

Week 1 – Date: __/__/__ Please CIRCLE the corresponding shift: Breakfast / Lunch / Dinner

___________________________________________________________________ Tick ALL the criteria covered above □1□2□3□4□5□6□7 Week 2 – Date: __/__/__ Please CIRCLE the corresponding shift: Breakfast / Lunch / Dinner

___________________________________________________________________ Tick ALL the criteria covered above □1□2□3□4□5□6□7

Document13 ©copyright Academia International 2014

Version 1

Page 2 of 7 Approved by: B.Wade

Week 3 – Date: __/__/__ Please CIRCLE the corresponding shift: Breakfast / Lunch / Dinner

___________________________________________________________________ Tick ALL the criteria covered above □1□2□3□4□5□6□7 Week 4 – Date: __/__/__ Please CIRCLE the corresponding shift: Breakfast / Lunch / Dinner

___________________________________________________________________ Tick ALL the criteria covered above □1□2□3□4□5□6□7 Document13 ©copyright Academia International 2014

Version 1

Page 3 of 7 Approved by: B.Wade

Week 5 – Date: __/__/__ Please CIRCLE the corresponding shift: Breakfast / Lunch / Dinner

___________________________________________________________________ Tick ALL the criteria covered above □1□2□3□4□5□6□7 Week 6 – Date: __/__/__ Please CIRCLE the corresponding shift: Breakfast / Lunch / Dinner

___________________________________________________________________ Tick ALL the criteria covered above □1□2□3□4□5□6□7 Document13 ©copyright Academia International 2014

Version 1

Page 4 of 7 Approved by: B.Wade

Week 7 – Date: __/__/__ Please CIRCLE the corresponding shift: Breakfast / Lunch / Dinner

___________________________________________________________________ Tick ALL the criteria covered above □1□2□3□4□5□6□7 Week 8 – Date: __/__/__ Please CIRCLE the corresponding shift: Breakfast / Lunch / Dinner

___________________________________________________________________ Tick ALL the criteria covered above □1□2□3□4□5□6□7 Document13 ©copyright Academia International 2014

Version 1

Page 5 of 7 Approved by: B.Wade

Week 9 – Date: __/__/__ Please CIRCLE the corresponding shift: Breakfast / Lunch / Dinner

___________________________________________________________________ Tick ALL the criteria covered above □1□2□3□4□5□6□7 Week 10 – Date: __/__/__ Please CIRCLE the corresponding shift: Breakfast / Lunch / Dinner

___________________________________________________________________ Tick ALL the criteria covered above □1□2□3□4□5□6□7 Document13 ©copyright Academia International 2014

Version 1

Page 6 of 7 Approved by: B.Wade

Not Attempted

Not Satisfactory

Satisfactory

Excellent

Assignment 3

0

1

2

3

COMMENTS

SITXCCS007 Enhance customer service experiences SITXCCS008 Develop and manage quality customer service practices Roles and responsibilities of management, supervisors and operational staff explained. Conflict resolution techniques used to resolve THREE different customer complaints explained. Procedures for dealing with conflict, outlining each step provided. Ways of obtaining informal customer feedback on level of service provided. Examples of customers with special needs or disabilities provided. 3 examples of promotional items or initiatives provided. Examples on how to set a positive example for customer service as a manager provided. Communicating effectively with internal and external customers. Total Marks out of 24

Document13 ©copyright Academia International 2014

Version 1

Page 7 of 7 Approved by: B.Wade