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SITXCCS007 Customer Service Assignment_E Help

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SITXCCS007 Customer Service Assignment_E Help

SITXCCS007 Customer Service Assignment_E Help

Assessment E – Role-play

Instructions (for assessments not embedded within the LMS)  

·     Any written component of the assessment must be written using an industry standard software

     package such as Microsoft Word, Excel, PowerPoint, etc.

·     Name the file using the assessment task number and then save your file.

·     Ensure your submission identifies the unit code and title, the assessment task number and the name

     of the assessment at the top of the page. Alternatively, you may place this information in the

      document header.

·     Add your name and student number to the header or footer on every page.

·     On completion, submit your assessment to your assessor via the LMS.

Learner assessment guide and evidence

This assessment requires you to undertake a series of role-plays to demonstrate your ability to interact and communicate with customers clearly and professionally when greeting and explaining products and services, and handling problems or service issues.

You will also need to use conflict resolution techniques in a customer complaint situation.

You are required to do the following.

·     Role-plays are to be conducted in an actual or simulated workplace environment.

·     All participants must be briefed on their roles and the desired outcomes of the role-play prior to commencing the activity.

·     You must read the background information to help you respond to the situation according to the customer service policy and

      procedure.

·     Role-plays can be recorded for further analysis and discussion with the consent of all participants.

·     Complete all the role-plays.

·     Answer all the questions.

Role-play 1

·     The following resources are required to complete the role-play.

·     A table or desk to simulate the reception desk.

·     The Role-play background information located in your ‘course files’.

Learner instructions

You are a receptionist on the front desk of the Mayfell Hotel. It’s Thursday. A customer arrives at the hotel and approaches the front desk. Your role is to greet them, establish their needs and provide appropriate products, assistance and information.

·     Read the Mayfell Hotel overview in the Role-play background information prior to commencing the role-play.

·     During the role-play, you are required to demonstrate the following skills and knowledge.

·     Make the customer a priority over other workplace duties.

·     Greet your customer in a polite and friendly manner.

·     Use questioning and listening techniques to determine the customer’s needs.

·     Explain and match products and services to the customer’s needs.

·     Seek feedback from the customer about the customer service they have received.

·     There have been new services which the hotel now offers that it didn’t before. You are to ensure you refer to these.

·     Complete the role-play.

Role-play 2

Learner instructions

You are a receptionist on the front desk of the Mayfell Hotel. The hotel is filled with people attending two major events – a conference which is held within the hotel, as well as a concert for a well-known musician.

A customer who has been staying with you for two days, Barry, approaches the front desk. He looks red in the face and flustered. He is obviously upset.

Your role is to greet him, listen to his issue and find a possible solution for his problem. You must follow the customer complaints policy listed in the Role-play background information.

·     Read the Role-play background information prior to commencing the role-play.

·     During the role-play, you are required to demonstrate the following skills and knowledge.

·     Use conflict resolution techniques.

·     Prevent escalation.

·     Refer to complaints-handling policy.

·     Identify ways to compensate dissatisfied customers according to customer complaints policy.

Question and answer

Q1:    List three conflict resolution techniques you use in this situation.

Q2:    According to the customer complaints policy, what are some acceptable ways to compensate customers who have an issue?

Q3:    What factors do you need to consider when compensating customers? List three.

Role-play 3

Learner instructions

You are the hotel manager at the Mayfell Hotel. The hotel receptionist has referred a customer complaint to you. You are unsure of the incident but the customer is demanding to speak to you, as they have been unhappy with the response from hotel reception. It is in regards to overcharging.

·     Read the Role-play background information prior to commencing the role-play.

·     During the role-play, you are required to demonstrate the following skills and knowledge.

·     Use conflict resolution techniques.

·     Prevent escalation.

·     Refer to complaints-handling policy.

·     Identify ways to compensate dissatisfied customers according to customer complaints policy.

·     Explain the complaints procedure to the customer so that they are aware of the process.

·     Ask for feedback on the complaints resolution process.

Question and answer

Q1:    If you are unable to handle this situation, who would you report the issue to?

Q2:    Why is it important to seek feedback from customers about the delivery of customer service and processes used to resolve problems and issues?

Q3:    Should the cause and outcomes of this issue be discussed with hotel reception staff? Why/why not?

Role-play 4

You work as a receptionist on the front desk of the Mayfell Hotel. One of the senior cooks from the hotel’s restaurant approaches you in the office area behind the front desk. You don’t know this employee and have never spoken to them before. They ask you for details about a phone call that you did not make and don’t know anything about. It’s 4.00 pm and you started work at 3.00 pm. The morning shift finished at 3.30 pm and has departed for the day. In this role-play you are providing customer service to an internal customer.

·     Read the Role-play background information prior to commencing the role-play.

·     Once you have assisted the customer and rectified or referred their problem, seek feedback from your customer about the quality of customer service provided and resolution process used.

·     During this role-play, you are required to demonstrate the following skills and knowledge.

·     Greet your customer in a polite and friendly manner.

·     Use questioning and listening techniques to determine the customer’s needs or concerns.

·     Based on the job role, identify if you are unable to meet the needs of the customer, and seek assistance from others, if necessary.

·     Recognise and resolve customer problems or delays and deficiencies in customer service.

·     Rectify problems, delays or deficiencies to customer satisfaction in line with own level of responsibility.

·     If necessary, refer service issues to a higher-level staff member for action in line with organisational procedures, when necessary.

·     Seek informal feedback from customers.

·     Complete the role-play.

·     Answer all the questions after completing the role-play.

Question and answer

Q1:    What customer service strategies do you use with internal customers?

Q2:    If you are unable to handle this situation, who would you report the issue to?

Q3:    Why is it important to seek feedback from internal customers about the delivery of customer service and processes used to resolve problems and issues?

Q4:    Should the cause and outcomes of this issue be discussed with the hotel manager or senior manager? Why/why not?

Q5:    What action could be taken to prevent this issue from occurring again?

Role-play 5

You are in charge of the catering for a three-day conference at the Mayfell Hotel. It is your job to ensure that quality and quantity of food is sufficient for the attendees and conference organisers. You also need to ensure that all dietary requirements have been met.

You liaise with the chef and the event coordinator to ensure the chef has all the necessary details they need for the catering of the event. You also deal with any issues regarding the catering. Any issues that you cannot resolve are referred to the event coordinator or in extreme cases the hotel manager.

As far as you are aware, for this conference there are 120 people attending and catering has been ordered for that amount of attendees.

The event coordinator is approaching you and it looks like there might be an issue.

You are providing customer service for an internal customer.

·     Read the role-play background information prior to commencing the role-play.

·     Deal with the situation and outline what steps you will take to resolve it.

·     Once you have assisted the internal customer and rectified or referred their problem, seek feedback from your internal customer about the quality of customer service provided and the resolution process used.

·     During this role-play, you are required to demonstrate the following skills and knowledge.

·     Greet your internal customer in a polite and friendly manner.

·     Use questioning and listening techniques to determine the internal customer’s needs or concerns.

·     Based on the job role, identify if you are unable to meet the needs of the customer, and seek assistance from others, if necessary.

·     Recognise and resolve customer problems or delays and deficiencies in customer service.

·     Rectify problems, delays or deficiencies to customer satisfaction in line with own level of responsibility.

·     If necessary, refer service issues to a higher-level staff member for action in line with organisational procedures, when necessary.

·     Explain what actions could be taken to ensure this does not happen again.

·     Seek informal feedback from customers.

·     Complete the role-play.

·     Answer all the questions after completing the role-play.

Question and answer

Q1:    If this issue was not resolved, what other appropriate action would you take?

Q2:    Why is it important to liaise appropriately with team members?

Q3:    What actions could employees at Mayfell Hotel take to ensure this situation does not occur again?

Assessor checklist

To be completed by the assessor.

Did the learner successfully demonstrate evidence of their ability to do the following?

Assessor comments

Completed

Yes

No

Role-play 1

Prioritised customer over other workplace duties.

 

 

 

Acknowledged and greeted customer within organisation’s designated response times and standards.

 

 

 

Communicated with customer clearly and professionally.

 

 

 

Asked questions and actively listened to customer’s responses to find out what they want.

 

 

 

Identified customer preferences and provided effective customer service.

 

 

 

Explained and matched products and services to those needs.

 

 

 

Explained the additional services now provided by the hotel.

 

 

 

Asked for feedback from the customer.

 

 

 

Role-play 2

Acknowledged and greeted customer within organisation’s designated response times and standards.

 

 

 

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