SITXCCS008 Develop&Managequalitycustomerservice practices Assessment

AssessmentTask2

The assessment questions/tasks in this workbook assess aspects of all the elements, performancecriteria,skillsandknowledgeandperformancerequirementsoftheunitofcompetency.

To demonstrate competence in this unit, you must undertake all activities in this workbook and havethem deemed satisfactory by the assessor. If you do not answer some questions or perform certaintasks, and therefore you are deemed to be Not Yet Competent, your trainer/assessor may ask yousupplementaryquestionstodetermineyourcompetence.Onceyouhavedemonstratedtherequiredlevelofperformance,you willbedeemedcompetent inthisunit.

Should you still be deemed Not Yet Competent, you will have the opportunity to resubmit yourassessmentsorappealthe result.

As part of the assessment process, all learners must abide by any relevant assessment policies asprovidedduringinduction.

If you feel you are not yet ready to be assessed or that this assessment is unfair, please contact yourassessor to discuss your options. You have the right to formally appeal any outcome and, if you wishtodo so,discussthiswithyourtrainer/assessor.

Overview

Prior to commencing the assessments, your trainer/assessor will explain each assessment task andthe terms and conditions relating to the submission of your assessment task. Please consult withyour trainer/assessor if you are unsure of any questions. It is important that you understand andadhere to the terms and conditions, and address fully each assessment task. If any assessment taskis not fully addressed, then your assessment task will be returned to you for resubmission. Yourtrainer/assessorwillremainavailabletosupportyouthroughouttheassessmentprocess.

Assessmenttasks

Assessment tasks are used to measure your understanding and underpinning skills and knowledge ofthe overall unit of competency. When undertaking any assessment tasks, please ensure that youaddressthe followingcriteria:

• Addresseachquestionincludinganysub-points

• Demonstratethatyouhaveresearchedthetopicthoroughly

• Coverthetopicinalogical,structuredmanner

• Yourassessmenttasksarewellpresented,wellreferencedandwordprocessed

Plagiarism

Plagiarism is taking and using someone else's thoughts, writings or inventions and representing themas your own. Plagiarism is a serious act and may result in a learners exclusion from a course. Whenyou have any doubts about including the work of other authors in your assessment, please consultyour trainer/assessor. The following list outlines some of the activities for which a learner can beaccusedofplagiarism:

• Presentinganyworkbyanotherindividualasone'sownunintentionally

• Handinginassessmentsmarkedlysimilartoorcopiedfromanotherlearner

• Presentingtheworkofanotherindividualorgroupastheirownwork

• Handing in assessments without the adequate acknowledgement of sources used, includingassessmentstaken totally orinpart fromthe

If it is identified that you have plagiarised within your assessment, then a meeting will be organisedtodiscussthiswithyou, andfurtheractionmay betakenaccordingly.

Collusion

Collusion is the presentation by a learner of an assignment as their own that is, in fact, the result inwhole or in part of unauthorised collaboration with another person or persons. Collusion involvesthe cooperation of two or more learners in plagiarism or other forms of academic misconduct and,as such, both parties are subject to disciplinary action. Collusion or copying from other learners isnotpermittedand willresultinaNYC.

Assessments must be typed using document software such as (or like) MS Office or Adobe.Handwritten assessments will not be accepted (unless, prior written confirmation is provided by thetrainer/assessorto confirm).

Competencyoutcome

There are two outcomes of assessments: S = Satisfactory and NYS = Not Yet Satisfactory (requiresmoretraining and experience).

Once the learner has satisfactorily completed all the tasks for this module the learner will beawardedCompetent(C)orNotyetCompetent(NYC)fortherelevantunitofcompetency.

If you are deemed Not Yet Competent you will be provided with feedback from your assessor andwill be given another chance to resubmit your assessment task(s).If you are still deemed as Not YetCompetent youwillberequiredto re-enrolinthe unitof competency.

Assessmentappealsprocess

If you feel that you have been unfairly treated during your assessment, and you are not happy withyour assessment and/or the outcome as a result of that treatment, you have the right to lodge anappeal. You must first discuss the issue with your trainer/assessor. If you would like to proceedfurther with the request after discussions with your trainer/assessor, you need to lodge your appealtothecourse coordinator, inwriting,outliningthereason(s) fortheappeal.

Specialneeds

Candidates with special needs should notify their trainer/assessor to request any requiredadjustments as soon as possible. This will enable the trainer/assessor to address the identified needsimmediately.

TaskTWO:Instructions

Objective: To provide you with an opportunity to demonstrate the required performanceelementsforthis unit.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit inthecontext ofthe jobrole, and:

• Research and develop customer service policies and procedures for at least three differentareasofthe businessthat meetindustrystandards
• Implement and monitor practices for quality customer service in line with above policies andprocedures overfourserviceperiods
• Evaluatepracticesforqualityserviceprovisionandidentifyanyfailings
• Review policies and procedures, adjust as necessary, and communicate any new practices to

You will be required to answer all the questions correctly.Completethefollowing activitiesindividually

• Do not start answering questions without understanding what is required. Read thequestionscarefullyandcriticallyanalysethemforafewseconds;thiswillhelpyoutoidentifywhat information isneededinthe
• Youranswersmustdemonstrateanunderstandingandapplicationoflearningpractices

Be concise, to the point and write answers within the word-limit given to each question. Donotprovideirrelevantinformation.Remember,quantityisnotquality.

• Youmustwriteyourresponsesinyour own
• Use non-discriminatory language. The language used should not devalue, demean, orexclude individuals or groups based on attributes such as gender, disability, culture, race,religion,sexualpreferenceorGender-inclusivelanguageshouldbeused.

When you quote, paraphrase, summarise or copy information from other sources to write youranswersorresearchyourwork,alwaysacknowledge thesource

CASESTUDY

Since first opening their doors in 2009, ANIBT Hotel has maintained a 5 star rating under theAustralian Tourism Industry Council (ATIC).Located opposite the Yarra River in Melbourne, Victoria,Itisa magnificent location with extensiveviewsofSouthbank

As a 5 star Hotel, ANIBT Hotel prides itself on ensuring that they continue to deliver products andservices that exceed the needs of their customers and provides the best experience for them. Tomaintain their high level of service ANIBT Hotel has clear policies and procedures in place that allstaffmust becomefamiliarwith.

The yearly 5 Star Accreditation application is up for submission and as part of the submission ANIBTHotelmustsupplycopies oftheirupdatedcustomerservicepoliciesandprocedures.