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SITXCCS007 Customer Service Assignment_C Help

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SITXCCS007 Customer Service Assignment_C Help

SITXCCS007 Customer Service Assignment_C Help

Assessment C Part A – practical demonstration

Instructions

Your assessor will do the following.

·     Observe you in a hospitality workplace using a range of skills/tasks.

·     Use the checklist to observe you using a range of skills/tasks.

·     Observe you over a period of time while you learn and use various skills/tasks.

·     Ensure that you can consistently perform all tasks multiple times satisfactorily.

·     Decide when you are competent at all tasks.

 

You are required to do the following.

·     You must answer all verbal questions.

·     You can ask your assessor for further clarification of any question, if necessary.

·     Provide all necessary information when answering questions.

·     Your assessor will submit results of your practical demonstration tasks via the LMS.

 

Observable skills/tasks

Verbal questions your assessor may ask to support demonstration of skill/task

(Questions may vary according to the practical task being demonstrated)

Can determine and clarify customer preferences, needs and expectations through observation, questioning and active listening.

Q: Who are your internal and external customers?

Q: Give me some examples of typical questions you can ask customers to establish their needs and facilitate effective two-way communication.

Q: Describe what you do while listening to customers’ responses so you can best determine their needs.

Q: Describe a time you observed and responded to a customer’s non-verbal communication.

Q: Explain some of your customer’s different service needs and expectations.

Gives advice to customers about appropriate products and services to meet their needs.

Q: Let’s say you have a customer who has trouble understanding English. How would you communicate to make sure they understand you and that you provide accurate information?

Q: Describe a time when you identified a customer’s need. Show me how you gave advice about products or services to meet that need.

Q: What was the result of this customer service interaction?

Anticipates customer preferences, needs and expectations throughout the service experience.

Q: How can you anticipate a customer’s needs and expectations?

Q: What are some ways you can help a parent with young children in your establishment from beginning to end?

Promptly provides products and services which meet individual preferences and organisational standards and timelines.

Q: Provide two examples of your organisation’s designated response times for providing a particular product/service.

Q: How do you manage to complete service within designated response times?

Q: How do you serve multiple customers effectively within commercial time constraints?

Q: How do you prioritise your customers’ needs and requests?

Shows initiative by providing tailored and additional services and products. Demonstrates enterprise skills by offering extras and add-ons.

Q: Describe a time you went ‘the extra mile’ for a customer. What was the result?

Q: Explain ways you deliver a higher level of service.

Q: Describe a time you used upselling or add-on techniques. What was the result?

Checks the actioning of special requests before customer delivery.

Q: How do you ensure that customer’s special requests have been actioned before you deliver their product or service?

Gives professional and personalised service to provide a quality service experience to two different internal and two different external clients.

Q: What are some ways you provide personalised service to your customers?

Q: What are some of the customer service standards, attitudes and attributes expected of you in the service industry?

Q: Who sets these requirements?

Q: Why are they important?

Liaises with team members and suppliers to ensure efficient service delivery.

Q: Who are some of the people you liaise with in order to ensure efficient service delivery?

Q: Have you ever found liaising with certain people difficult? If so, how did you handle that?

Shares customer information with team members to ensure quality service and efficient service delivery.

Q: What kind of customer information do you typically share with team members and why?

Q: How do you share information with team members to improve customer service?

Spots problems with products and services and takes immediate action to address them before provision to the customer.

Q: What are some product and service problems common to your organisation?

Q: How do you minimise the effect these have on customers?

Determines adequate and appropriate compensation for service or product difficulty.

Q: According to your organisation’s policies and procedures, what can you offer a customer who is unhappy with a service/product?

Anticipates delays in product and service provision and regularly updates customer on expected outcomes.

Q: What are some ways you can prevent delays in product or service provision?

Q: How often do you update customers on expected outcomes if there happens to be a delay?

Advises customers of alternative products and services.

Q: Describe a time you couldn’t provide the exact product or service a customer wanted. What did you do?

Q: Do you think it’s OK to refer a customer to the competition if you can’t help them at that particular time? Why/why not?

Proactively compensates for service difficulties according to individual empowerment and organisational policy.

Q: Give some examples of compensation you have the power to provide on your own.

Q: What organisational policies and procedures do you follow?

Q: Describe a situation where it wasn’t within your power to compensate a customer. What would/did you say to the customer? What would/did you do about the situation?

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

Q: A customer has complained about their meal being burnt and would like a different replacement meal for free. How would you work out what meal items are suitable as compensation?

Q: Describe a situation where you calculated the cost of products and services, estimated profitability and worked out that it wasn’t feasible to compensate a customer.

Q: What were the figures involved? What did you say to the customer?

Provides ongoing internal feedback on service issues and suggests improvements to avoid customer disappointment.

Q: Give an example of how you might provide constructive, supportive criticism to a colleague. Why is it important for staff to provide internal feedback?

Q: What improvements would you suggest to your organisation’s customer service procedure?

Q: Describe a time you suggested an improvement to a service practice, policy or procedure.

Q: How did you work with your team to avoid customer disappointment and get better customer service results?

Uses questioning techniques to establish and agree on the nature, possible cause and details of the complaint in order to clarify any ambiguities and understand the customer.

Q: Describe a time a customer had a complaint you didn’t quite understand.

Q: What questions did you ask to establish and clarify the facts?

Q: How did you communicate with them to work out what exactly had caused the complaint?

Assesses the impact on the customer.

Q: How do you assess the impact a resolution will have on a customer?

Q: Why is it important to follow up after a customer complaint?

Uses communication techniques to assist with the management of the complaint.

Q: Describe appropriate body language to use when managing a complaint.

Q: What kind of language should you avoid when speaking to customers and colleagues in the workplace or training environment?

Q: What tone of voice is appropriate when speaking with customers and colleagues?

Handles the situation sensitively, courteously and discreetly.

Q: How should you behave when responding to customer complaints?

Q: Describe a time you calmed a complaining customer. What did you do?

Q: What conflict resolution techniques have you found useful in dealing with complaining customers?

Takes responsibility for finding a solution to the complaint.

Q: Describe a time you took responsibility for finding a solution to a complaint.

Determines options to resolve the complaint and promptly analyses and decides on the best solution, taking into account any organisational constraints.

Q: When resolving complaints how do you determine what options are available to you?

Q: How do you decide what the best solution is?

Q: What organisational constraints do you need to keep in mind as you do this?

Demonstrate procedures to respond to and resolve three different customer complaints according to organisational policies and procedures.

Q: What is a common complaint in your workplace?

Q: What steps do you take to respond to this?

Takes swift action to resolve the complaint and prevent escalation, in consultation with customer and to customer satisfaction.

Q: What is your organisation’s designated response time for resolving complaints?

Q: Who should you consult when seeking solutions to customer problems? Why?

Uses techniques to turn complaints into opportunities to demonstrate high quality customer service.

Q: What are some ways you can encourage feedback? Why would you want to do this?

Q: What would you do if a customer gave you negative feedback or complained about the service they received from your establishment?

Demonstrates correct usage of different types of communication techniques and equipment.

Q: What equipment do you use in your workplace to communicate with team members and customers?

Gives internal feedback on complaints and discusses service difficulties with team members and suppliers in order to avoid future occurrence.

Q: Why is customer feedback important?

Q: Describe a time you used a customer’s complaint to improve service and keep the same problem from happening again.

Q: Who did you need to discuss the service difficulty with?

Q: What communication skills did you use when doing so?

Reflects on and evaluates complaints and solutions to enhance response to future issues.

Q: How well did an improvement you implemented work? Did it completely prevent the problem from happening again?

Q: In retrospect, is there anything else you would have done to enhance your response to the issue?

Promotes repeat business by the offer of promotional services according to individual empowerment and organisational policy.

Q: What types of customer loyalty programs do you offer in your organisation?

Q: Is it within your power to offer any other promotional services? If so, what are they?

Maintains customer profiles to enhance service delivery.

Q: How do you ensure customer profiles are maintained?

Q: How does this enhance service delivery?

Develops a rapport with and provides personalised service to repeat customers.

Q: Describe how you establish rapport with your customers.

Q: Describe a time that you restored goodwill and trust during service delivery. How did you do it?

Q: What kind of personalised service do you offer repeat customers?

Provides tailored products and services based on customer profile.

Q: What are some ways you use your customer profiles to provide tailored products and services?

Can write entries into customer service databases.

Q: Show me how you update entries in the customer service database.

Q: Let’s say I’m a new customer. How would you create a completely new entry?

Demonstrates the technology skills necessary to use computers and databases that manage customer profiles and promotional activities.

Q: What databases have you used in your workplace or training environment?

Q: Did you have any technical problems?

Q: If so, how did you resolve them? If not, how did you prevent them?

Q: Describe the features of your customer database. How do you use it?

Can read and interpret policies and procedures.

Q: What policies and procedures are you required to follow in your organisation?

Q: Why is it important to follow organisational policies and procedures?

Q: Read this policy. What does it require of you?

Seek formal and informal feedback from customers on quality of the above service.

Q: What methods can you use to get formal customer feedback?

Q: What methods can you use to get informal customer feedback?

Displays knowledge of customer service policies and procedures.

Q: Where are your organisation’s customer service policies and procedures stored? Locate and show these to your assessor.

 

 

 

 

 

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