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Final Assessment Summary Sheet

This summary is to be completed by the Assessor and to be used as a final record of student competence

Student Name: Jasmeet kaur Student ID: NTCA250007

Completion
Start Date:
Date:
Unit Code: SITXCCS015

Unit Title: Enhance customer service experience

Student Declaration: CHEATING & PLAGARISM
In accordance with NTCA’s Plagiarism Policy and Procedure, I hereby acknowledge by signing this declaration that I have not
cheated or plagiarized any work in all the assessment tasks undertaken in this unit of competency except where the work has
been correctly acknowledged or as per the specific assessment task instructions.

Student Signature: _______________jasmeet Kaur ______________________

Result (Please circle)
S - Satisfactory
Assessments Assessment Method Assessment Evidence
NYS – Not Yet
Satisfactory
q Assessment coversheet
Assessment 1 Knowledge Questions q Completed Assessment S | NYS

Customer services q Assessment coversheet

Assessment 2 S | NYS
project q Completed assessment

Customer complaints q Assessment coversheet

Assessment 3 S | NYS
resolution project q Completed assessment

Customer service q Assessment coversheet

Assessment 4 S | NYS
report q Completed assessment

Final Assessment Result for this unit: q COMPETENT q NOT YET COMPETENT
(Assessor to tick the appropriate box)
If Not Yet Competent (please provide reason): -

Student Declaration: Assessor Declaration:

I declare that the evidence I have submitted for this unit I declare that:
of competency is my own work and that:
 I have conducted these assessments in accordance
 I have been assessed in this unit. with principles of assessment and rules of evidence
 I have been provided with feedback.  I have provided appropriate feedback to the student
 I have been advised of my result.  I believe that the evidence submitted by the student
 I am aware of my appeal rights. for this unit of competency is students own work.
Student name: _____jasmeet __ Assessor name: ____________________________
Signature:____________________ Signature: ____________________________
Date: ____/_____/_____ Date: ____/_____/_____

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For office use only

Final Assessment Result Entered onto

Student Management Database Date Initials

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SITXCCS015
Enhance customer service experience

Assessment Tool

Assessment Resource Summary

Assessment Type This is a summative assessment, which requires the assessment to be
conducted in conditions that are safe and replicate the workplace
Unit Assessment Task 1 Knowledge Questions

Unit Assessment Task 2 Customer service project

Assessment Tasks
Unit Assessment Task 3 Customer complaints resolution project

Unit Assessment Task 4 Customer service report

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Assessment Cover Sheet

Please complete cover sheet clearly and accurately for assessment tasks and other types of evidence you submit for your course. All student assessment tasks
submissions including any associated checklists where applicable, are to be attached to this cover sheet.

Student Use
Student ID No NTCA250007
Student Name Jasmeet kaur

Unit Code SITXCCS015

Unit Title Enhance customer service experience

Assessment No. 1
Assessment Method Knowledge Questions
£ Initial Submission £ Re-Submission

Student Declaration I declare that:

 These tasks are my own work.  I have read and understood NTCA’s policy on Plagiarism, cheating and
 None of this work has been completed by any other collusion and understand that if I am found to be in breach of this
person policy, disciplinary action may be taken against me by NTCA.
 These tasks are not plagiarised or colluded with any  I have a copy of my assessment work with me, which I can produce if
other student/s. the original is lost.
 I have correctly referenced all resources and reference
texts throughout these assessment tasks.
Student Signature: Submission Date:

Assessor Use Only

Outcome

Satisfactory / Not Yet Satisfactory

Assessor Feedback:

Assessor Name: Signature: Date:

Student Submission Receipt: Your submission has been received. Please keep a copy of this record.

Student ID & Name: ……………………………….…………………….….. Submission Date: …………………..…………………………….

Unit Code: ………………………………..……………… Assessment No & Method: ……………………………………..….……..………….

£ Initial Submission £ Re-Submission

Received By (Name): …………………………………….…. Signature: …………………..……….. Date: …………………..………………..

The results will be updated within twenty-one (21) days from your final submission. Please check your student portal regularly to make sure
that your results are updated. If there are any discrepancies, please discuss with the Trainer/Student Support Officer.

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Assessment Task 1: Knowledge Questions

Task instructions
 This is an individual assessment.
 To make full and satisfactory responses you should consult a range of learning resources, other
information such as handouts and textbooks, learners’ resources and slides.
 All questions must be answered in order to gain competency for this assessment.
 You must include the following particulars in the footer section of each page of the attached sheets:
o Student ID or Student Name
o Unit ID or Unit Code
o Course ID or Course Code
o Trainer and assessor name
o Page numbers

Information for students

Knowledge questions are designed to help you demonstrate the knowledge which you have acquired during the
learning phase of this unit. Ensure that you:
 review the advice to students regarding answering knowledge questions in the Hospitality Works Student User
Guide
 comply with the due date for assessment which your assessor will provide
 adhere with your RTO’s submission guidelines
 answer all questions completely and correctly
 submit work which is original and, where necessary, properly referenced
 submit a completed cover sheet with your work
 avoid sharing your answers with other students.

i Assessment information

Information about how you should complete this assessment can be found in Appendix A of the
Hospitality Works Student User Guide. Refer to the appendix for information on:
 where this task should be completed
 the maximum time allowed for completing this assessment task
 whether or not this task is open-book.
Note: You must complete and submit an assessment cover sheet with your work. A template is
provided in Appendix B of the Student User Guide. However, if your RTO has provided you with
an assessment cover sheet, please ensure that you use that.

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Questions
Provide answers to all of the questions below.

1. List three strategies for enhancing a customer’s service experience.

Answer:

1. Personalization
Personalization involves tailoring the service experience to meet the individual needs and preferences of each
customer. This can be achieved through various means, such as:

- Addressing customers by name

- Offering customized solutions or recommendations
- Providing personalized communication and follow-up

2. Empathy and Active Listening

Empathy and active listening are essential skills for service providers to possess. By actively listening to
customers’ concerns and showing empathy, service providers can:

- Understand customers’ needs and emotions

- Provide solutions that meet customers’ expectations
- Build trust and rapport with customers

3. Proactive Problem-Solving
Proactive problem-solving involves anticipating and resolving potential issues before they become major
problems. This can be achieved through:

- Conducting regular check-ins with customers

- Identifying potential issues and offering solutions
- Providing timely and effective resolutions to problems that do arise

2. List three benefits of enhanced customer service experiences.

Answer:

1. Increased Customer Loyalty

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Enhanced customer service experiences lead to increased customer satisfaction, which in turn fosters loyalty.
Loyal customers are more likely to:

- Return for repeat business

- Recommend the organization to others
- Provide positive reviews and testimonials

2. Positive Word-of-Mouth and Online Reviews

Enhanced customer service experiences can lead to positive word-of-mouth and online reviews. This can:

- Increase the organization’s reputation and credibility

- Attract new customers through positive referrals
- Improve search engine rankings and online visibility

3. Increased Revenue and Competitive Advantage

Enhanced customer service experiences can lead to increased revenue through:

- Increased customer retention and repeat business

- Positive word-of-mouth and online reviews attracting new customers
- Differentiation from competitors, establishing a unique selling proposition (USP)

3. List three principles of positive communication.

Answer:

1. Clarity
Clear communication involves conveying messages in a concise, straightforward, and easy-to-understand
manner. This includes:

- Using simple language

- Avoiding jargon and technical terms
- Providing specific examples and explanations

2. Respect
Respectful communication involves treating others with dignity, empathy, and understanding. This includes:
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- Using a polite tone and language

- Active listening and acknowledging others’ perspectives
- Avoiding criticism, blame, or condescension

3. Active Listening
Active listening involves fully engaging with others, understanding their needs, and responding thoughtfully. This
includes:

- Maintaining eye contact

- Asking open-ended questions
- Paraphrasing and summarizing to ensure understanding

4. List three benefits of positive communication.

Answer:

1. Builds Trust and Rapport

Positive communication helps establish trust and rapport with others, leading to stronger relationships and
increased collaboration.

2. Resolves Conflicts and Issues

Positive communication can help resolve conflicts and issues more effectively by:
- Encouraging open discussion
- Fostering empathy and understanding
- Promoting constructive feedback

3. Enhances Productivity and Efficiency

Positive communication can improve productivity and efficiency by:
- Reducing misunderstandings and errors
- Increasing clarity and understanding
- Fostering a positive and supportive work environment

5. Explain three techniques that can be used when providing services to customers to anticipate their preferences,
needs and expectations.

Answer:
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1. Active Listening
Active listening involves fully engaging with customers, paying attention to their words, tone, and body language.
This helps to:
- Identify their needs and concerns
- Understand their expectations
- Provide personalized solutions

2. Open-Ended Questioning
Asking open-ended questions encourages customers to share their thoughts, feelings, and expectations. This
helps to:
- Gather more information about their needs
- Identify potential issues or concerns
- Provide tailored solutions

3. Observational Research
Observational research involves observing customers’ behavior, preferences, and habits. This can be done
through:
- Surveys and feedback forms
- Social media monitoring
- In-store observations

6. Explain two conflict resolution techniques that can be used when providing customer service.
Answer:

1. Remain Calm, Empathize, and Apologize (RCA)

The RCA technique involves:

1. Remaining Calm: Maintaining a calm and composed demeanour, even in the face of aggressive or
confrontational behavior.
2. Empathizing: Acknowledging the customer’s feelings and concerns, and showing understanding for their
perspective.
3. Apologizing: Offering a sincere apology for any inconvenience or distress caused, without necessarily
admitting fault.

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2. Listen, Acknowledge, Solve, and Follow-up (LASF)

1. Listening: Actively listening to the customer’s concerns and issues, and asking clarifying questions to ensure
understanding.
2. Acknowledging: Acknowledging the customer’s concerns and showing empathy.
3. Solving: Providing a solution or offering alternatives to resolve the issue.
4. Follow-up: Following up with the customer to ensure the issue has been resolved to their satisfaction.

7. Explain how feedback from staff and customers can be used to enhance customer service.
Answer:

Staff Feedback
1. Identify training needs: Staff feedback can highlight areas where they require additional training or support to
provide excellent customer service.
2. Improve internal processes: Staff may provide insights into inefficient processes or procedures that can be
streamlined to improve customer service.
3. Recognize and reward excellent service: Staff feedback can help identify colleagues who consistently deliver
exceptional customer service, allowing for recognition and rewards.

Customer Feedback
1. Identify areas for improvement: Customer feedback can highlight specific areas where the organization falls
short, enabling targeted improvements.
2. Develop new services or products: Customer feedback can provide insights into unmet needs or desires,
informing the development of new services or products.
3. Measure service quality: Customer feedback can be used to measure service quality, tracking progress over
time and identifying trends.

Using Feedback to Enhance Customer Service

1. Analyze and prioritize feedback: Categorize and prioritize feedback to focus on the most critical issues.
2. Develop action plans: Create action plans to address feedback, assigning responsibilities and deadlines.
3. Implement changes: Implement changes and monitor their effectiveness.
4. Communicate changes: Communicate changes to staff and customers, ensuring transparency and awareness.
5. Continuously collect feedback: Regularly collect feedback to ensure ongoing improvement and refinement of
customer service.

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8. List and describe five extras and add-ons that can be used to enhance a customer’s experience. Provide
examples to explain your answer.

Answer:

1. Personalized Services
Personalized services involve tailoring the experience to meet the individual customer’s needs and preferences.
Examples include:

- Addressing customers by name

- Offering customized product recommendations
- Providing personalized communication and follow-up

2. Complimentary Amenities
Complimentary amenities are additional services or products offered to customers at no extra charge. Examples
include:

- Free Wi-Fi
- Complimentary breakfast or snacks
- Access to exclusive lounge areas

3. Exclusive Access
Exclusive access involves providing customers with special privileges or access to exclusive events. Examples
include:

- VIP access to events or concerts

- Early access to new products or services
- Exclusive invitations to loyalty program events

4. Upgraded Services
Upgraded services involve offering customers enhanced or premium services. Examples include:

- Upgraded room types or suites

- Priority check-in or boarding
- Access to premium customer support

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5. Surprise and Delight

Surprise and delight involves providing customers with unexpected treats or gestures. Examples include:

- Surprise room upgrades

- Complimentary desserts or champagne
- Handwritten notes or personalized gifts

9. Thinking about the qualification you are studying and the industry sector that you would like to work in, answer
each of the following questions:
a. Describe at least three professional service standards and protocols for staff.
Answer:
Based on the qualification I’m studying and the industry sector I’d like to work in (Customer
Service/Hospitality), here are three professional service standards and protocols for staff:

1. Greeting and Welcoming Protocols

- Staff should greet customers warmly and promptly, using a standardized greeting.
- Staff should make eye contact, smile, and use open and approachable body language.
- Staff should offer assistance and ask how they can help the customer.

2. Communication Standards
- Staff should communicate clearly, concisely, and respectfully with customers.
- Staff should use active listening skills, asking clarifying questions and paraphrasing to ensure
understanding.
- Staff should avoid using jargon or technical terms that customers may not understand.

3. Problem-Solving and Complaint Handling Protocols

- Staff should remain calm and composed when dealing with customer complaints or issues.
- Staff should listen attentively to the customer’s concern, empathize, and apologize if necessary.
- Staff should provide a solution or offer alternatives to resolve the issue, and follow up to ensure the
customer is satisfied.

b. Describe at least three attitudes and attributes that you will you require to work with customers in the industry
sector you have chosen.
Answer:

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1. Empathy and Active Listening

I’ll need to be able to put myself in customers’ shoes, understand their perspectives, and show that I care
about their concerns. This involves:

- Active listening: giving customers my full attention, maintaining eye contact, and asking clarifying questions.
- Emotional intelligence: recognizing and managing my own emotions to provide a calm and composed
response.

2. Positive Attitude and Friendliness

A positive attitude and friendly demeanour are crucial for creating a welcoming atmosphere and building
rapport with customers. This involves:

- Greeting customers warmly and making them feel valued.

- Maintaining a smile, making eye contact, and using open body language.
- Showing enthusiasm and passion for the industry and the organization.

3. Adaptability and Flexibility

Customers can be unpredictable, and situations may arise that require thinking on my feet. I’ll need to be
adaptable and flexible to:

- Handle unexpected situations and complaints calmly and professionally.

- Adjust my communication style to suit different customer personalities and needs.
- Be willing to go above and beyond to meet customers’ expectations and provide exceptional service.

c. Describe at least three key customer service needs and expectations in the industry.
Answer:

1. Prompt and Personalized Attention

Customers in the hospitality industry expect:

- Prompt greeting and attention from staff

- Personalized service, including address by name and tailored recommendations
- Staff to be knowledgeable about services, amenities, and local attractions

2. Cleanliness, Safety, and Comfort

Customers expect:

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- Clean and well-maintained facilities, including rooms, public areas, and amenities
- A safe and secure environment, including secure payment processing and protection of personal belongings
- Comfortable and well-appointed accommodations, including amenities such as Wi-Fi and in-room services

3. Efficient and Effective Problem-Solving

- Prompt and effective resolution of issues or complaints

- Staff to be empowered to make decisions and take action to resolve problems
- Clear communication and follow-up to ensure issues are fully resolved

d. Describe two types of customer loyalty programs that exist.

Answer:
Here are two types of customer loyalty programs that exist:

1. Points-Based Loyalty Programs

Points-based loyalty programs reward customers for repeat purchases or interactions with a brand.
Customers earn points for specific actions, such as:

- Making a purchase
- Referring friends
- Completing surveys

These points can be redeemed for rewards, such as:

- Discounts
- Free products or services
- Exclusive access to events or sales

Examples of points-based loyalty programs include airline frequent flyer programs and retail rewards
programs.

2. Tier-Based Loyalty Programs

Tier-based loyalty programs reward customers for their loyalty and spending habits by offering increasingly
exclusive benefits as they progress through different tiers. Tiers are often based on:
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- Spending thresholds
- Frequency of purchases
- Engagement with the brand

Each tier offers unique benefits, such as:

- Priority customer support

- Exclusive discounts
- Early access to new products or services

e. Describe how customer databases are used in this industry. List three essential features that the database
should include.
Answer:
In the hospitality industry, customer databases are used to store and manage customer information,
preferences, and interactions. These databases help businesses to:

Analyze customer behavior and preferences

Personalize marketing efforts and communications
Improve customer service and loyalty programs
Here are three essential features that a customer database in the hospitality industry should include:

1. Customer Profile Management: The ability to store and manage detailed customer profiles, including
contact information, preferences, and loyalty program status.

2. Transaction History and Analytics: The ability to track and Analyze customer transactions, including
booking history, payment methods, and spending patterns.

3. Segmentation and Targeting: The ability to segment customers based on their preferences, behavior,
and demographics, and target them with personalized marketing campaigns and offers.

10. Choose a company you are familiar with and/or would be interested in working for. Answer each of the following
questions.
a. What does the company says its response time is for providing services and resolving complaints. How does
this compare to other companies?

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Answer:

Super Office, a company that provides customer relationship management (CRM) software, as an example.
According to their website, their customer support team responds to customer inquiries within less than an hour,
with an average response time of under 60 minutes.¹

In comparison, other companies in the industry have varying response times. On average, companies take
around 12 hours to respond to customer emails, with some taking as long as 8 days. Super Office’s response
time is significantly faster than the industry average, demonstrating their commitment to providing timely and
effective support to their customers.

b. Describe key features of its customer service policies and procedures.

Answer:

Multichannel Support
- Super Office provides support through various channels, including email, phone, live chat, and social media.
- This ensures customers can reach out for help in the way that’s most convenient for them.

Knowledge Base and Self-Service

- Super Office has an extensive knowledge base with articles, tutorials, and FAQs.
- This empowers customers to find answers to common questions and resolve issues independently.

Ticketing System
- Super Office uses a ticketing system to track and manage customer inquiries.
- This ensures that each issue is documented, assigned to a support agent, and resolved in a timely manner.

Priority Support
- Super Office offers priority support for critical issues, such as system downtime or data loss.
- This ensures that urgent matters are addressed promptly and efficiently.

Continuous Improvement
- Super Office regularly reviews and updates its customer service policies and procedures.
- This ensures that their support processes remain effective, efficient, and aligned with customer needs.

Customer Feedback
- Super Office actively solicits customer feedback to identify areas for improvement.
- This feedback is used to refine their support processes, improve the overall customer experience, and
increase satisfaction.
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c. Summarise its complaint handling policies and procedures.

Answer:
Super Office’s complaint handling policies and procedures are designed to ensure that customer complaints
are handled efficiently, fairly, and professionally. Here’s a summary:

Super Office’s complaint handling process ensures that customer complaints are handled efficiently and
effectively. When a complaint is received, it is acknowledged within 1-2 hours and registered in the ticketing
system for documentation and tracking. The complaint is then thoroughly investigated, gathering relevant
information and evidence to identify the root cause of the issue. This allows Super Office to provide a
meaningful resolution or solution to the customer’s complaint.

Once a resolution is provided, it is clearly and promptly communicated to the customer. A follow-up is also
conducted to ensure the issue is fully resolved and the customer is satisfied. If necessary, complaints can be
escalated to a senior support specialist or management for further attention. Finally, complaints are reviewed
to identify areas for improvement and implement changes, ultimately leading to improved customer
satisfaction and loyalty. This structured process demonstrates Super Office’s commitment to customer care
and continuous improvement.

d. Outline three promotional services offered by the company.

Answer:

1. Free Trials and Demos

Super Office provides free trials and demos of its CRM software, allowing potential customers to test and
experience the features and benefits before committing to a purchase.

2. Webinars and Online Training

Super Office offers webinars, online training sessions, and tutorials to help customers get the most out of
their CRM software. These sessions cover topics such as sales and marketing automation, customer service,
and CRM best practices.

3. Loyalty and Referral Programs

Super Office has loyalty and referral programs in place to reward its existing customers for their continued
business and referrals. For example, customers can earn discounts, free upgrades, or other incentives for
referring new customers to Super Office.

11. Explain the best practice process that a company should follow for responding to the following common customer
complaints:

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a. incorrect pricing or quotes

Answer:
When responding to customer complaints about incorrect pricing or quotes, companies should follow this best
practice process:

When addressing a customer complaint, it’s essential to acknowledge and apologize promptly. This involves
responding to the customer with empathy and offering a sincere apology for the mistake, taking ownership of the
error. A thorough investigation should then be conducted to gather relevant information, including the original
quote or pricing provided, to clarify the mistake and determine the correct pricing or quote. Once the issue is
understood, a solution should be offered to the customer, including a revised quote or pricing and a clear
explanation of the correction and any resulting changes. To prevent future errors, an internal review should be
conducted to identify the root cause of the mistake, and measures should be implemented to prevent similar
errors. This may involve updating pricing systems, quotes, and employee training. Finally, it’s crucial to follow up
with the customer to ensure they are satisfied with the resolution and to follow through on any commitments
made, such as revised pricing or quotes, to maintain trust and demonstrate a commitment to customer
satisfaction.

b. delays or errors in providing products or services

Answer:

When responding to customer complaints about delays or errors in providing products or services, companies
should follow this best practice process:

Acknowledge and Apologize

1. Acknowledge the complaint: Respond promptly to the customer, acknowledging their concern and showing
empathy.

2. Apologize sincerely: Offer a genuine apology for the delay or error, taking ownership of the mistake.

Investigate and Explain

1. Investigate the issue: Look into the matter promptly, gathering all relevant information.

2. Explain the cause: Provide a clear explanation of the cause of the delay or error, without making excuses.

Provide a Solution

1. Offer a solution: Provide the customer with a revised delivery timeline, a replacement product, or a refund, as
applicable.
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2. Expedite the solution: If possible, offer to expedite the solution, such as rushing a replacement product or
providing a temporary fix.

Prevent Future Errors

1. Review internal processes: Conduct an internal review to identify the root cause of the delay or error.

2. Implement corrective actions: Implement measures to prevent similar delays or errors in the future.

Follow-up and Follow-through

1. Follow up with the customer: Check in with the customer to ensure they are satisfied with the resolution.

2. Follow through on commitments: Ensure that any commitments made to the customer, such as revised
delivery timelines, are honoured and implemented.

Offer Compensation or a Gesture of Goodwill

1. Consider compensation: Offer compensation, such as a discount or refund, for the inconvenience caused.

2. Provide a gesture of goodwill: Provide a gesture of goodwill, such as a complimentary service or product, to
demonstrate a commitment to customer satisfaction.

c. misunderstanding of customer requests

Answer:

When responding to customer complaints about misunderstandings of their requests, companies should
follow this best practice process:

Acknowledge and Clarify

1. Acknowledge the complaint: Respond promptly to the customer, acknowledging their concern and
showing empathy.

2. Clarify the request: Ask questions to clarify the customer’s original request, ensuring understanding of
their needs.

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Apologize and Take Ownership

1. Apologize sincerely: Offer a genuine apology for the misunderstanding, taking ownership of the mistake.

2. Explain the mistake: Provide a clear explanation of what went wrong, without making excuses.

Provide a Solution

1. Offer a revised solution: Provide a revised solution that meets the customer’s original request.

2. Explain the new solution: Clearly explain the new solution, ensuring the customer understands what will
be delivered.

Prevent Future Misunderstandings

1. Review communication processes: Conduct an internal review to identify areas for improvement in
communication processes.

2. Implement changes: Implement changes to prevent similar misunderstandings in the future, such as
providing additional training to staff.

Follow-up and Follow-through

1. Follow up with the customer: Check in with the customer to ensure they are satisfied with the revised
solution.

2. Follow through on commitments: Ensure that any commitments made to the customer are honoured and
implemented.

d. escalated complaints or disputes

Answer:

Acknowledge and Empathize

1. Acknowledge the complaint: Respond promptly to the customer, acknowledging their concern and
showing empathy.

2. Empathize with the customer: Show understanding and acknowledge the customer’s frustration or anger.

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Investigate and Gather Information

1. Investigate the issue: Gather all relevant information, including previous interactions and communications.

2. Gather additional context: Seek additional context from relevant stakeholders, such as employees or
suppliers.

Escalate to a Senior Representative

1. Escalate the issue: Escalate the complaint to a senior representative, such as a customer service
manager or executive.

2. Provide a clear explanation: Provide a clear explanation of the issue, including the customer’s concerns
and the company’s investigation.

Collaborate with the Customer

1. Collaborate on a resolution: Work with the customer to find a mutually acceptable resolution.

2. Offer alternatives or compromises: Offer alternative solutions or compromises to find a resolution that
meets the customer’s needs.

Document the Resolution

1. Document the resolution: Document the agreed-upon resolution, including any concessions or
compromises.

2. Communicate the resolution: Communicate the resolution to the customer, ensuring they understand the
outcome.

Follow-up and Review

1. Follow up with the customer: Check in with the customer to ensure they are satisfied with the resolution.

2. Review the complaint: Review the complaint to identify areas for improvement and implement changes to
prevent similar issues.

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e. other team members or suppliers not providing special requests

Answer:

When responding to customer complaints about other team members or suppliers not providing special
requests, companies should follow this best practice process:

Acknowledge and Apologize

1. Acknowledge the complaint: Respond promptly to the customer, acknowledging their concern and
showing empathy.

2. Apologize sincerely: Offer a genuine apology for the failure to provide the special request.

Investigate and Communicate

1. Investigate the issue: Investigate the issue with the relevant team members or suppliers.

2. Communicate with the customer: Communicate the findings to the customer, explaining the reasons for
the failure.

Collaborate on a Solution

1. Collaborate with the customer: Work with the customer to find a solution that meets their needs.

2. Involve relevant team members or suppliers: Involve the relevant team members or suppliers in finding a
solution.

Implement Corrective Actions

1. Implement corrective actions: Implement corrective actions to prevent similar failures in the future.

2. Provide additional training: Provide additional training to team members or suppliers on handling special
requests.

Follow-up and Review

1. Follow up with the customer: Check in with the customer to ensure they are satisfied with the solution.

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2. Review the complaint: Review the complaint to identify areas for improvement and implement changes to
prevent similar issues.

f. misunderstandings or communication barriers

Answer:

When responding to customer complaints about misunderstandings or communication barriers, companies

should follow this best practice process:

Acknowledge and Clarify

1. Acknowledge the complaint: Respond promptly to the customer, acknowledging their concern and
showing empathy.

2. Clarify the issue: Ask questions to clarify the customer’s concern and identify the root cause of the
misunderstanding.

Apologize and Take Ownership

1. Apologize sincerely: Offer a genuine apology for the misunderstanding or communication barrier.

2. Take ownership: Take ownership of the mistake and assure the customer that it will be addressed.

Improve Communication

1. Improve communication channels: Identify and improve communication channels to prevent similar
misunderstandings in the future.

2. Provide clear information: Provide clear and concise information to the customer to ensure understanding.

Provide a Solution

1. Offer a solution: Provide a solution or alternative that meets the customer’s needs.

2. Explain the solution: Clearly explain the solution and ensure the customer understands.
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Follow-up and Review

1. Follow up with the customer: Check in with the customer to ensure they are satisfied with the solution.

2. Review the complaint: Review the complaint to identify areas for improvement and implement changes to
prevent similar issues.

g. unmet expectations of, or problems or faults with, a service or product.

Answer:

When responding to customer complaints about unmet expectations, problems, or faults with a service or
product, companies should follow this best practice process:

Acknowledge and Apologize

1. Acknowledge the complaint: Respond promptly, acknowledging the customer’s concern.

2. Apologize sincerely: Offer a genuine apology for the unmet expectations or issues.

Investigate and Diagnose

1. Investigate the issue: Gather information to diagnose the root cause.

2. Identify the problem: Clearly identify the problem or fault.

Provide a Solution or Alternative

1. Offer a solution: Provide a solution, replacement, or repair.

2. Explain the solution: Clearly explain the solution and ensure the customer understands.

Prevent Future Issues

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1. Implement corrective actions: Take steps to prevent similar issues.

2. Improve quality control: Enhance quality control processes.

Follow-up and Review

1. Follow up with the customer: Ensure the customer is satisfied.

2. Review the complaint: Analyze the complaint to identify areas for improvement.

12. Explain how the following methods can help to compensate dissatisfied customers.

Method How it can help compensate

dissatisfied customers

Negotiating with suppliers on

customer behalf to gain
1. Securing reduced rates, providing
reduced rates or extra
cost savings.
services
2. Obtaining extra services, enhancing
their experience.
3. Demonstrating goodwill,
accountability, and a commitment to
customer satisfaction.

Providing some or all Providing some or all services free of

services free of charge or at charge or at a reduced rate can help
a reduced rate. compensate dissatisfied customers
by:

1. Reducing financial burden

2. Showing empathy and
understanding
3. Demonstrating commitment to
customer satisfaction
4. Encouraging loyalty and retention

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Method How it can help compensate

dissatisfied customers

Providing discount vouchers Providing discount vouchers or

to attend at a future time or inexpensive add-on products can help
inexpensive add-on products compensate dissatisfied customers
such as small gifts. by:

1. Offering a tangible gesture of

goodwill
2. Encouraging repeat business
3. Showing appreciation for their
loyalty
4. Providing a pleasant surprise to
offset the negative experience

Special attention during the Providing special attention and priority

service period and special service can help compensate
customer service delivery on dissatisfied customers by:
next attendance

1. Showing dedication to their

satisfaction
2. Providing a personalized
experience
3. Making amends for previous issues
4. Demonstrating commitment to their
loyalty and retention

13. Explain why it is important to consider each of the following factors when determining compensation of
dissatisfied customers:

a. Legal and regulatory requirements Considering legal and regulatory requirements in

in relation to consumer law relation to consumer law is crucial when
determining compensation for dissatisfied
customers because:

Compliance with Laws

1. Avoids legal repercussions: Ensures compliance
with relevant consumer laws, avoiding potential
legal repercussions.
2. Protects business reputation: Demonstrates a

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commitment to upholding consumer rights,

protecting the business's reputation.

Fairness and Transparency

1. Ensures fairness: Guarantees that compensation
is fair and reasonable, in line with consumer law
requirements.
2. Provides transparency: Clearly communicates
compensation terms and conditions, ensuring
transparency.

Consumer Trust and Confidence

1. Builds trust: Demonstrates a commitment to
consumer rights, building trust with customers.
2. Maintains confidence: Ensures that customers
feel confident in the business's ability to resolve
issues fairly.

Business Risk Management

1. Minimizes financial risk: Ensures that
compensation is reasonable and proportionate,
minimizing financial risk.
2. Reduces reputational risk: Protects the
business's reputation by prioritizing consumer law
compliance.

b. Can the organisation actually Considering whether the organization can actually
provide the compensation? provide the compensation is crucial because:

Financial Viability
1. Assesses financial capability: Ensures the
organization has the financial resources to provide
the compensation.
2. Avoids overcommitting: Prevents overcommitting
and potential financial strain.

Resource Availability
1. Evaluates resource availability: Considers
whether the organization has the necessary
resources ( personnel, equipment) to provide the
compensation.
2. Prevents logistical issues: Avoids logistical
issues that may arise from insufficient resources.

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Operational Feasibility
1. Assesses operational feasibility: Determines
whether providing the compensation is
operationally feasible.
2. Prevents disruptions: Prevents potential
disruptions to normal business operations.

c. Do you have the authority to resolve Considering these factors is essential:

the complaint?

a. Can the organisation actually provide the

compensation?
1. Financial capability: Ensure the organization has
sufficient funds.
2. Resource availability: Confirm necessary
resources (e.g., personnel, equipment) are
available.
3. Operational feasibility: Determine if providing
compensation is operationally feasible.

b. Do you have the authority to resolve the

complaint?
1. Clear authority: Ensure you have the necessary
authority to make decisions.
2. Decision-making power: Confirm you can
provide compensation or resolve the issue.
3. Escalation procedures: Know when to escalate
the issue to someone with higher authority.

By considering these factors, organizations can

ensure that they:

1. Make realistic commitments

2. Avoid overpromising
3. Provide timely and effective resolutions
4. Maintain customer trust and satisfaction

d. Policies and procedures Considering policies and procedures is essential

when determining compensation for dissatisfied
customers because:

1. Ensures consistency: Policies and procedures

ensure that compensation is provided consistently
and fairly.

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2. Guides decision-making: Clear policies and

procedures guide decision-making, reducing the
risk of arbitrary or unfair decisions.
3. Protects the organization: Adhering to policies
and procedures helps protect the organization from
potential legal or financial risks.
4. Supports customer fairness: Policies and
procedures ensure that customers are treated fairly
and without bias.
5. Facilitates employee training: Clear policies and
procedures facilitate employee training, ensuring
that staff understand the organization's
compensation guidelines.

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14. Different cultural groups have different needs and expectations around customer service. Describe the
importance of considering the cultural needs of your customers in relation to the following:
a. modes of greeting, farewelling and conversation

Answer:
Considering cultural needs in customer service is crucial. When interacting with customers from diverse cultural
backgrounds, being mindful of modes of greeting, farewelling, and conversation is essential:

Cultural awareness is crucial in business interactions, particularly when it comes to greetings, conversation, and
farewells. Different cultures have unique customs and preferences, such as formal titles, physical greetings like
handshakes or bows, and verbal greetings like “hello” or “salaam.” In conversations, some cultures value
directness, while others prefer indirect communication. High-context cultures prioritize relationships and context,
whereas low-context cultures prefer clear and concise messages. Being mindful of tone, pitch, and language
nuances is also essential to avoid miscommunication.

When farewelling, cultural differences again come into play, with formal or informal gestures and verbal farewells
like “goodbye” or “ma’a as-salaama.” By considering these cultural differences, businesses can build trust and
rapport with customers, avoid misunderstandings, and enhance the overall customer experience. This, in turn,
can lead to loyalty and retention, ultimately giving businesses a competitive advantage in diverse markets. By
catering to the unique needs of different cultures, businesses can differentiate themselves and establish strong
relationships with their customers.
b. body language and body gestures

Answer:
Considering cultural differences in body language and gestures is crucial in customer service. Be aware of:

- Eye contact and smiling norms

- Open and closed postures
- Personal space and touch
- Hand gestures and facial expressions

c. formality of language

Answer:
Considering cultural differences in formality of language is important in customer service. Be aware of:

- Formal titles ( Mr./Ms./Mrs.) and last names

- Honorifics ( “sir” or “madam”)
- Polite language and tone

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- Avoiding slang, jargon, or colloquialisms

Using formal language shows respect, builds trust, and helps avoid misunderstandings.

d. clothing expectations for customer service staff

Answer:
Considering cultural differences in clothing expectations for customer service staff is important. Be aware of:

- Modesty and dress codes

- Formal or business attire expectations
- Avoiding clothing with cultural or religious symbolism
- Dressing conservatively or according to local customs

Respecting cultural dress expectations shows sensitivity, builds trust, and enhances the customer experience.

15. Explain each of the following methods of collecting feedback:

a. surveys

Surveys are a method of collecting feedback where customers are asked to provide information through a series
of questions. This can be done:

1. Online: Through websites, email, or social media.

2. In-person: Using paper-based surveys or interviews.
3. Over the phone: Conducting telephone interviews.

Surveys can be:

1. Structured: Asking specific, pre-defined questions.

2. Unstructured: Allowing customers to provide open-ended feedback.

Surveys help businesses:

1. Gather quantitative data: Analysing numerical data to identify trends.

2. Collect qualitative feedback: Understanding customers’ thoughts and opinions.
3. Identify areas for improvement: Pinpointing weaknesses and opportunities for growth.
4. Measure customer satisfaction: Evaluating overall satisfaction and loyalty.

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b. interviews
Interviews are a method of collecting feedback where customers are asked questions in a one-on-one setting,
either:

1. In-person: Face-to-face conversations.

2. Over the phone: Telephone interviews.
3. Via video conferencing: Remote interviews using platforms like Zoom or Skype.

Interviews allow for:

1. In-depth discussions: Exploring topics in detail.

2. Open-ended questions: Encouraging customers to share their thoughts and opinions.
3. Follow-up questions: Clarifying and probing for more information.
4. Non-verbal cues: Observing body language and tone of voice.

Interviews help businesses:

1. Gather rich, qualitative data: Obtaining detailed, contextual feedback.

2. Understand customer perspectives: Gaining insight into customers’ thoughts, feelings, and experiences.
3. Identify underlying issues: Uncovering root causes of problems or concerns.
4. Build relationships: Developing rapport and trust with customers.

c. structured questioning

Structured questioning is a method of collecting feedback where customers are asked a series of pre-defined,
specific questions. This approach:

1. Ensures consistency: All customers are asked the same questions.

2. Gathers quantitative data: Answers can be easily quantified and analysed.
3. Identifies trends and patterns: Structured questions help reveal common themes and issues.
4. Allows for comparison: Responses can be compared across different customer groups.

Structured questioning is often used in:

1. Surveys: Online or offline questionnaires.

2. Feedback forms: Paper-based or digital forms.
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3. Telephone interviews: Scripted questions asked over the phone.

This approach helps businesses:

1. Track customer satisfaction: Monitor changes in satisfaction over time.

2. Identify areas for improvement: Pinpoint specific issues or weaknesses.
3. Make data-driven decisions: Use quantitative data to inform business decisions.

d. observation of customers

Observation of customers involves watching and recording their behavior, actions, and reactions to gather feedback.
This can be done:

1. In-person: Observing customers in-store, at events, or in public spaces.

2. Online: Analysing website interactions, social media behavior, or online reviews.
3. Mystery shopping: Hiring individuals to pose as customers and provide feedback.

Observation helps businesses:

1. Identify pain points: Pinpoint areas where customers struggle or experience frustration.
2. Understand customer behavior: Gain insight into how customers interact with products or services.
3. Improve customer experience: Make informed decisions to enhance the overall customer experience.
4. Validate feedback: Confirm or contradict feedback received through other methods.

e. casual discussion

Casual discussion involves having informal conversations with customers to gather feedback. This can be done:

1. In-person: Chatting with customers in-store, at events, or in public spaces.

2. Social media: Engaging with customers on social media platforms.
3. Over the phone: Having informal conversations with customers during phone calls.

Casual discussion helps businesses:

1. Build relationships: Develop rapport and trust with customers.

2. Gather anecdotal feedback: Collect informal, qualitative feedback.
3. Identify emerging trends: Detect early signs of changing customer needs or preferences.
4. Show appreciation for customer feedback: Demonstrate a willingness to listen and value customer opinions.
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16. Explain three communication techniques. Including the key features of each.
Answer:
Here are three communication techniques, along with their key features:

1. Active Listening
-Key features:
- Give the speaker your undivided attention
- Maintain eye contact
- Avoid interrupting
- Paraphrase and summarize what the speaker says
- Ask clarifying questions
Purpose: Ensure you understand the speaker’s message accurately and show that you value their input.

2. Open-Ended Questioning
Key features:
- Ask questions that begin with what, how, or why
- Encourage the speaker to share their thoughts and opinions
- Avoid leading questions or ones that can be answered with a simple “yes” or “no”
- Listen attentively to the response
Purpose: Gather more detailed and informative responses from the speaker.

3. Reflective Feedback
Key features:
- Reflect back what you’ve heard the speaker say
- Acknowledge the speaker’s emotions and concerns
- Provide a summary of the main points discussed
- Ask for clarification or confirmation
Purpose:Ensure understanding, show empathy, and build trust with the speaker.

17. Explain three types of communication equipment that can be used in customer service.

Answer:
Here are three types of communication equipment that can be used in customer service:

1. Telephone Systems
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- Key features: Multi-line phones, call waiting, call forwarding, and voicemail.
- Purpose: Handle customer inquiries, resolve issues, and provide support via phone calls.

2. Computer-Based Communication Systems

- Key features: Email, live chat, and instant messaging software.
- Purpose: Provide customer support, answer queries, and resolve issues through digital channels.

3. Public Address (PA) Systems

- Key features: Microphones, speakers, and amplifiers.
- Purpose: Make announcements, provide instructions, and communicate with customers in public areas, such as
stores, airports, or train stations.

Assessor Checklist: Assessment Task 1 (Knowledge Questions)

Questions Satisfactory

Q1. r Yes r No

Q2. r Yes r No

Q3. r Yes r No

Q4. r Yes r No

Q5. r Yes r No

Q6. r Yes r No

Q7. r Yes r No

Q8. r Yes r No

Q9a. r Yes r No

Q9b. r Yes r No

Q9c. r Yes r No

Q9d. r Yes r No

Q9e. r Yes r No

Q10a. r Yes r No

Q10b. r Yes r No

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Q10c. r Yes r No

Q10d. r Yes r No

Q11a. r Yes r No

Q11b. r Yes r No

Q11c. r Yes r No

Q11d. r Yes r No

Q11e. r Yes r No

Q11f. r Yes r No

Q11g. r Yes r No

Q12. r Yes r No

Q13a. r Yes r No

Q13b. r Yes r No

Q13c. r Yes r No

Q13d. r Yes r No

Q14a. r Yes r No

Q14b. r Yes r No

Q14c. r Yes r No

Q14d. r Yes r No

Q15a. r Yes r No

Q15b. r Yes r No

Q15c. r Yes r No

Q15d. r Yes r No

Q15e. r Yes r No

Q16. r Yes r No

Q17. r Yes r No

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Moodle Quiz Questions completed online or verbally r Yes r No

Assessment Cover Sheet

Please complete cover sheet clearly and accurately for assessment tasks and other types of evidence you submit for your course. All student assessment tasks
submissions including any associated checklists where applicable, are to be attached to this cover sheet.

Student Use
Student ID No NTCA250007

Student Name Jasmeet kaur

Unit Code SITXCCS015

Unit Title Enhance customer service experience

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Assessment No. 2
Assessment Method Customer services project
£ Initial Submission £ Re-Submission

Student Declaration I declare that:

 These tasks are my own work.  I have read and understood NTCA’s policy on Plagiarism, cheating
 None of this work has been completed by any other and collusion and understand that if I am found to be in breach of
person this policy, disciplinary action may be taken against me by NTCA.
 These tasks are not plagiarised or colluded with any  I have a copy of my assessment work with me, which I can produce
other student/s. if the original is lost.
 I have correctly referenced all resources and reference
texts throughout these assessment tasks.
Student Signature: Submission Date:

Assessor Use Only

Outcome

Satisfactory / Not Yet Satisfactory

Assessor Feedback:

Assessor Name: Signature: Date:

Student Submission Receipt: Your submission has been received. Please keep a copy of this record.

Student ID & Name: ……………………………….…………………….….. Submission Date: …………………..…………………………

Unit Code: ………………………………..……………… Assessment No & Method: ……………………………………..….……..………….

£ Initial Submission £ Re-Submission

Received By (Name): …………………………………….…. Signature: …………………..……….. Date: …………………..………………..

The results will be updated within twenty-one (21) days from your final submission. Please check your student portal regularly to make sure
that your results are updated. If there are any discrepancies, please discuss with the Trainer/Student Support Officer.

Assessment Task 2 –Customer service project

Information for students

Tasks required for this unit

This unit of competency requires that you:
 research and develop customer service policies and procedures for at least three different
areas of the business that meet industry standards

 implement and monitor practices for quality customer service in line with above policies and
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procedures over four service periods

 evaluate above practices for quality service provision and identify any failings.

Instructions for how you will complete these requirements are included below.

Activities
Complete the following activities.

Carefully read the following information.

Blue Healer Resort and Spa is made up of five areas: food and beverage, wellness,
meeting rooms, accommodation, and administration. Each area has its own full-
time manager.
The restaurant is large enough to feed over 100 people three meals each day.
There are four full-time kitchen staff, and the rest of the staff are hired on a casual
basis to cater for functions and retreats.
There is accommodation for 80 people in twin and double rooms. Surrounding
hotels provide further accommodation when needed.
There are four meeting rooms of various sizes, and these can be opened up to
make one large room for functions such as weddings and courses. There is also a
service area where computers and printers can be accessed.
The wellness area has two saunas, a steam room, three warm water spas, four
massage rooms and four consultation rooms where naturopathic consultations and
facial treatments are performed. The spa runs continuously, mostly due to locals
and tourists visiting, whether a course is running or not.
Reception includes the front desk and the office where the accounts are done and
records kept. It is an open plan office with five staff workstations.
For the purposes of this assessment, you are employed as a Customer Service and
Events Manager for the company. One of your roles is to match services offered by
the company to client needs.

What do I need to demonstrate?

During your practical assessments you will be required to demonstrate a range of
the skills and knowledge that you have developed during your course. These
include:
 Provide a quality service experience
o Determine and confirm customer preferences, needs and expectations.

o Advise customers about appropriate products and services to meet their

needs.
o Anticipate customer preferences, needs and expectations throughout the
service experience.
o Promptly provide products and services with professional and

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personalised service to meet individual preferences.

o Offer extras and add-ons and provide tailored and additional products and
services.
o Check actioning of special requests before customer delivery.

o Liaise with team members and suppliers to ensure efficient service

delivery.
o Share customer information with team members to ensure quality service.

 Proactively respond to difficult service

o Identify problems with products and services and take immediate action to
address before provision to customer.
o Anticipate delays in product and service provision and regularly update
customer on expected outcomes.
o Advise customers of alternative products and services.

o Proactively compensate for service difficulty in line with own level of

responsibility and organisational policy.
o Provide ongoing internal feedback on service issues and suggest
improvements.
 Develop customer relationships
o Provide personalised service to customers in a professional manner that
builds repeat business.
o Provide tailored products and services based on customer profile.

How will I provide evidence?

Your assessor will provide you with templates to complete each task. You will find
some detailed information about providing evidence; this will include;
 an email to referral staff with updated Customer Record Sheet attached
 an email to first customer
 an email to event meeting staff
 a confirmation email to the first customer
 a confirmation email to the second customer
 follow up emails for the second customer
 an email outlining delay to service provision
 an email providing internal feedback on service issues.
You will need to complete each activity and submit the required task at the end of
each step completed.

Tips for completing your activities

 Read through this assessment and each task before you get started and make
sure you understand what you need to do. If you are unsure, speak to your
assessor and/or supervisor.
 Stay up to date!

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 Stay in touch with your assessor. Ask questions, raise issues, check in,
communicate.
 Most importantly, ask for help if you are having trouble!

1. Prepare for the role-play.

Read the case study information provided above, as well as the List of Services
that Blue Healer Resort and Spa provides to identify the services that may suit
each customer.
Read the Customer Service Policy and Procedures to ensure that you understand
procedures to be followed including answering enquiries and seeking input from
other staff members as required, as well as recording customer details and privacy
requirements.
The role-play will be completed twice, once each for two different customers. You
will answer the enquiry according to company procedures and then provide
information to each customer about the services the business offers that will help
the customer with their needs. Your assessor will play the role of each customer
and will telephone you.
You will also be required to follow up some information that you cannot provide to
the customer over the telephone, as well as enter the customer’s details into the
Customer Record Sheet provided to you which is part of the company’s
procedures.
Your assessor will role-play each customer and advise you of the time and date for
the assessment tasks.

2. Provide customer service over the telephone.

Now participate in the two customer role-plays at the date and time specified by
your assessor and complete the following activities noting that your assessor will
role-play the customers and each time will call you on yours or the RTO’s
telephone.
You will need to:
 answer call in accordance with company policy
 listen to the customer’s enquiry to determine the exact nature of the request
and ask further questions as required to assist in identifying customer’s needs
 clearly and accurately explain services offered by blue healer resort and spa
that may be suitable for the customer, offering extras and add-ons that may be
appropriate
 respond to questions and provide information to assist the customer in
selecting the right option for them
 identify information that you are unable to immediately provide to the customer
and respond in accordance with the customer service policy and procedure.
Demonstrate effective interpersonal skills including:
 using a warm and friendly tone to build rapport
 speaking clearly

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 asking questions clearly and concisely

 clearly and accurately responding to questions
 using active listening techniques.
Ask for the customer’s details (name, company, position, telephone, email) and
record them in the customer record sheet. Explain key privacy requirements in
relation to the recording of customer details as per the customer service policy and
procedure.
After the telephone call, record all notes and comments about the phone call on the
customer record sheet, including customer priority rating as per the customer
service policy and procedure. You will finalise all the details in the customer record
sheet in Task 3 below.

3. Update the customer record sheet with the details of the potential customers.

Use the Customer Record Sheet Template to record these.

Save the file as Customer Record Sheet.

Answer:

Customer Record Sheet

Customer 1: Emily Wilson

Name: Emily Wilson
Company: Blue Sky Events
Position: Event Coordinator
Contact:
Telephone: 0412 345 678
Email: [email protected]
Enquiry: Booking a conference package for 20 people
Priority Rating: High
Notes: Requested a quote for a 2-day conference package, including catering and
accommodation.

Customer 2: David Lee

Name: David Lee
Company: DL Marketing
Position: Marketing Manager
Contact:
Telephone: 0431 234 567

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Email: [email protected]
Enquiry: Booking a spa day package for his team
Priority Rating: Medium
Notes: Requested information on available packages and pricing.

4. Send an email regarding referral information.

The text of the email should be in grammatically correct English, written in an

appropriate (polite, business-like) style.
Follow up the customer’s requests for information that you were unable to answer
by asking the relevant staff to clarify the requested information.
Attach your updated Customer Record Sheet to the email.
Answer:

Subject: Referral Information and Follow-up on Your Enquiry

Dear Emily and David,

I hope this email finds you well. I am following up on our previous conversation
regarding your enquiries about our conference and spa day packages at Blue
Healer Resort and Spa.

As per your request, I have obtained the additional information you required. Our
events team has confirmed that we can accommodate your request for a 2-day
conference package, Emily. Please find the updated quote attached to this email.

David, our spa team has also provided me with the details of our spa day
packages. I have attached the brochure to this email for your reference.

As a token of appreciation for considering Blue Healer Resort and Spa, we would
like to offer you a 10% discount on your booking. Please use the code BHRS10 at
checkout.

I have attached an updated Customer Record Sheet for your reference.

Please do not hesitate to contact me if you require any further assistance.

Thank you for choosing Blue Healer Resort and Spa.

Best regards!

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Jasmeet Kaur

5. Send an email to Jason (your Assessor).

When you have received a reply from the Accounts team, write to the first customer
with the offer that has been proposed.
List general prices for the meeting room, accommodation, cost for the function and
meals to Jason. You need to confirm if Jason would like to book.
The text of the email should be in grammatically correct English, written in an
appropriate (polite, business-like) style.
Answer:

Subject: Request for Confirmation of Booking Details

Dear Jason,

I hope this email finds you well. I am writing to follow up on our previous discussion
regarding the conference package for Blue Sky Events.

I have received a quote from our Accounts team, and I would like to confirm the
details with you before proceeding with the booking. Below are the proposed costs:

- Meeting Room: $500 per day

- Accommodation (20 rooms): $150 per room per night
- Function Cost: $2,000 (includes audio-visual equipment and technical support)
- Meals (2 days): $80 per person per day

The total cost for the 2-day conference package would be $12,400.

Could you please confirm if you would like to proceed with the booking? If so, I will
send over a formal confirmation email with all the details.

Thank you for considering Blue Healer Resort and Spa. I look forward to hearing
back from you soon.

Best regards,
Jasmeet kaur

6. Prepare for the Event Meeting role-play.

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Organise a meeting for the staff that would be required to meet the customer’s
needs.
You will need to meet with the:
 Event Coordinator
 Front office Manager
 Restaurant Manager
 Head Chef
 Maintenance Manger.
The meeting should express the client’s requirements and special needs.
Answer:
Meeting Details

The meeting for the Blue Sky Events Conference Package will take place on
*Wednesday, August 14, 2024, at 10:00 AM*. Attendees will include the Event
Coordinator, Front Office Manager, Restaurant Manager, Head Chef, and
Maintenance Manager. The agenda will cover key aspects of the event, starting
with a brief introduction and overview of the conference package. The discussion
will then focus on the client's specific requirements, including meeting room setup,
audio-visual equipment, accommodation arrangements for 20 guests, function cost
and inclusions, and meal preferences and dietary requirements.

The meeting will also outline the specific tasks and responsibilities for each
department. The Event Coordinator will oversee meeting room setup, audio-visual
equipment, and function logistics. The Front Office Manager will handle
accommodation arrangements and guest services. The Restaurant Manager and
Head Chef will be responsible for meal planning, preparation, and service. The
Maintenance Manager will ensure all facilities and equipment are in good working
order.

The meeting will review the event timeline and deadlines, ensuring all departments
are aware of their tasks and responsibilities within the given timeframe. An open
discussion and Q&A session will follow, allowing attendees to address any
questions or concerns. The meeting's objectives are to understand the client's
requirements and special needs, assign tasks and responsibilities to each
department, establish a clear timeline and deadlines, and encourage open
communication and collaboration among departments.

7. Event Meeting role-play.

Begin the meeting by welcoming the participants and giving a summary of the
client’s needs and any special requests. For the purpose of this assessment the
roles of:
 the Event Coordinator
 the Front office Manager
 the Restaurant Manager
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 the Head Chef

 the Maintenance Manager.
Will be played by your fellow students and your Assessor.
The next step is to establish each person’s role in the conference and what they are
required to achieve.
Also, be aware that the other students at the meeting will be conducting a meeting
on the same topic within a short time of you conducting yours.
During the meeting, you are required to demonstrate effective communication skills
including:
 using a warm and friendly tone to build rapport
 speaking clearly
 asking questions clearly and concisely
 clearly and accurately responding to questions
 use active listening techniques.

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8. Email to staff.

Email all of the staff that attended the Event Meeting to confirm the outcomes of the
meeting.
The text of the email should be in grammatically correct English, written in an
appropriate (polite, business-like) style.
The email should clearly state the client’s details.
Answer:

Subject: Confirmation of Event Details – Blue Sky Events Conference Package

Dear Team,

I hope this email finds you well. I am writing to confirm the outcomes of our Event
Meeting held on [Date] regarding the Blue Sky Events conference package.

As discussed during the meeting, please find below a summary of the client’s
details and requirements:

- Client Name: Emily Wilson, Event Coordinator, Blue Sky Events

- Event Name: 2-Day Conference Package
- Date: [Insert Date]
- Number of Guests: 20
- Meeting Room Setup: Theatres style with audio-visual equipment
- Accommodation: 20 rooms with single occupancy
- Function Cost: $2,000 (includes audio-visual equipment and technical support)
- Meal Preferences: Buffet-style meals with vegetarian and gluten-free options

Please find below a summary of the tasks and responsibilities assigned to each
department:

- Event Coordinator: Meeting room setup, audio-visual equipment, and function

logistics
- Front Office Manager: Accommodation arrangements and guest services
- Restaurant Manager: Meal planning, preparation, and service
- Head Chef: Menu planning and food preparation
- Maintenance Manager: Ensuring all facilities and equipment are in good working
order

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If you have any questions or concerns, please do not hesitate to reach out to me.

Thank you for your attention to detail and commitment to delivering exceptional
customer service.

Best regards,
Jasmeet Kaur

9. Send an email to JASON (your Assessor).

When you have received a reply from the staff that attended the meeting to confirm
the customer’s bookings, write to the first customer with a confirmation email and
information on his point of contact.
You do not have to include an invoice but refer to the invoice in the email’s text and
tell the prospective customer what the estimated cost of the services will be.
This email should be sent within the guidelines as set out in the Customer Service
Policy and Procedures.
Answer:

Subject: Confirmation of Booking – Blue Sky Events Conference Package

Dear Emily Wilson,

I hope this email finds you well. I am writing to confirm that we have received your
booking for the 2-Day Conference Package at Blue Healer Resort and Spa.

As discussed, our team has made arrangements to ensure that your event runs
smoothly. We have allocated a dedicated point of contact, our Event Coordinator,
who will be available to assist you with any queries or concerns.

The estimated cost of the services, as outlined in the invoice (which will be sent
separately), is $12,400. This includes all the arrangements we discussed, including
meeting room setup, accommodation, function cost, and meals.

Please do not hesitate to contact me or our Event Coordinator if you require any
further assistance.

Thank you for choosing Blue Healer Resort and Spa.

Best regards,

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Jasmeet Kaur

10. Send an email to Jennifer (your Assessor).

When you have received a reply from the Spa Manager, write to the second
customer with their response.
You do not have to include an invoice but refer to the invoice in the email’s text and
tell the prospective customer what the estimated cost of the services will be. Let
Jennifer know that the Spa will contact her directly to discuss spa treatments and
availability.
This email should be sent within the guidelines as set out in the Customer Service
Policy and Procedures.
Answer:

Subject: Response to Spa Day Package Enquiry

Dear David Lee,

I hope this email finds you well. I am writing to follow up on your enquiry regarding
our Spa Day Package for your team.

I have received a response from our Spa Manager, who would like to discuss the
details of the package with you directly. They will be in touch with you shortly to
explore the various treatment options and availability.

As discussed, the estimated cost of the Spa Day Package will be outlined in the
invoice, which will be sent separately. Please note that our Spa Manager will
provide you with a personalized quote based on your team’s specific requirements.

Thank you for considering Blue Healer Resort and Spa for your team’s spa day.

Best regards,
Jasmeet kaur

11. Send an email to Reception (your Assessor).

Email reception to confirm that the second customer’s booking will be in a quiet
area of the accommodation and that a box of chocolates and roses will be placed in
the room before check-in.
The text of the email should be in grammatically correct English, written in an
appropriate (polite, business-like) style.
Answer:

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Subject: Special Requests for Upcoming Booking – David Lee

Dear Reception Team,

I hope this email finds you well. I am writing to confirm the booking details for David
Lee, who has reserved a room as part of our Spa Day Package.

As per Mr. Lee’s request, please ensure that his room is allocated in a quiet area of
the accommodation. Additionally, we would like to arrange for a box of chocolates
and a bouquet of roses to be placed in the room prior to his check-in.

Could you please confirm receipt of this email and ensure that these special
requests are fulfilled?

Thank you for your attention to detail and for providing exceptional customer
service.

Best regards,
Jasmeet kaur

12. Send an email to the Spa (your Assessor).

Email the spa to confirm that customer 2 is booked for treatments.

The text of the email should be in grammatically correct English, written in an
appropriate (polite, business-like) style.
Answer:

Subject: Confirmation of Spa Treatments for David Lee

Dear Spa Team,

I hope this email finds you well. I am writing to confirm that David Lee, our second
customer, is booked for spa treatments as part of our Spa Day Package.

Could you please confirm receipt of this email and ensure that Mr. Lee’s treatments
are scheduled accordingly?

Thank you for your attention to detail and for providing exceptional service to our
guests.

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Best regards,
Jasmeet kaur

13. Send an email to Jennifer (your Assessor).

The text of the email should be in grammatically correct English, written in an

appropriate (polite, business-like) style.
Inform the customer of the problems with the services as set out in the return email
from the Spa. Advise the customer about the alternative services that are being
offered.
Also, suggest a way that the company can compensate the customer for the
service difficulty.
Answer:

Subject: Update on Spa Day Package and Alternative Arrangements

Dear David Lee,

I hope this email finds you well. I am writing to inform you of a slight issue with the
Spa Day Package you booked with us. Unfortunately, our Spa team has
encountered an unexpected scheduling conflict, which may impact the timing of
your treatments.

However, we are committed to providing you with an exceptional experience. As an

alternative, we would like to offer you a complimentary upgrade to our Deluxe Spa
Package, which includes an additional 30-minute treatment and access to our
exclusive spa lounge.

To compensate for the inconvenience, we would also like to offer you a $50 credit
voucher to use towards any future stay or treatment at our resort.

Please let us know if these alternative arrangements meet with your approval. We
appreciate your understanding and flexibility in this matter.

Thank you for choosing Blue Healer Resort and Spa.

Best regards,
Jasmeet Kaur

14. Send an email to the Spa (your Assessor).

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The text of the email should be in grammatically correct English, written in an

appropriate (polite, business-like) style.
The objective of the email is to provide internal feedback on service issues and
suggest improvements to the system.
Answer:

Subject: Internal Feedback on Service Issues and Suggestions for Improvement

Dear Spa Team,

I hope this email finds you well. I am writing to provide internal feedback on the
recent service issue that arose with David Lee’s Spa Day Package booking. While
we were able to offer alternative arrangements and compensate the customer, I
believe it is essential to review our internal processes to prevent similar issues from
occurring in the future.

The scheduling conflict that arose highlights the need for more effective
communication and coordination between our teams. To improve our services, I
suggest the following:

- Implement a more streamlined booking system that allows for real-time updates
and notifications.
- Conduct regular team meetings to ensure that all staff members are aware of
upcoming bookings and potential conflicts.
- Develop a comprehensive contingency plan to address unexpected service issues
and ensure minimal disruption to our customers.

I would appreciate your feedback and suggestions on these proposals. Your input
is invaluable in helping us to refine our services and provide exceptional
experiences for our customers.

Thank you for your attention to this matter.

Best regards,
Jasmeet Kaur

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Performance Checklist: Task 2

Your task must address the following performance criteria/ performance checklist.

S NYS Trainer/Assessor to complete

To be assessed as satisfactory (S) in this assessment
(Comment and feedback to
task the student needs to demonstrate competency
students)
in the following critical aspects of evidence:

The student has answered the telephone according to

company procedures.

The student has assisted customers to determine their

preferences, needs and expectations.

The student has provided advice to customers about

products and services to meet their needs.

During the phone call, the student has used effective

interpersonal skills.

The student has recognised the need to refer enquiries to

others.

The student has correctly recorded customer details in the

customer record sheet.

The student has provided products and services with

professional and personalised service that will meet
individual preferences.

The student has shared information with the team to ensure

quality service.

The student has provided products and services with

professional and personalised service that will meet
individual preferences.

The student has offered extras/add-ons tailored to the

customer’s needs.

The student has responded to potential customers within the

guidelines as set out in the Customer Service Policy and
Procedures.

The student has checked actioning of the customer’s special

requests.

The student has liaised with team members to ensure

efficient service delivery.

The student has shared customer information with team

members to ensure that quality service is provided.

The student has identified problems with providing the

services and address these before provision to the customer.

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The student has anticipated delays in product and service

provision and updated the customer on expected outcome.

The student has advised customer of alternative products

and services.

The student has proactively compensated for service

difficulty in line with own level of responsibility.

The student has provided internal feedback on service issues

and suggest improvements.

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Assessment Cover Sheet

Please complete cover sheet clearly and accurately for assessment tasks and other types of evidence you submit for your course. All student assessment tasks
submissions including any associated checklists where applicable, are to be attached to this cover sheet.

Student Use
Student ID No NTCA250007

Student Name Jasmeet kaur

Unit Code SITXCCS015

Unit Title Enhance customer service experience

Assessment No. 3
Assessment Method Costumer complaints resolution project
£ Initial Submission £ Re-Submission

Student Declaration I declare that:

 These tasks are my own work.  I have read and understood NTCA’s policy on Plagiarism, cheating
 None of this work has been completed by any other and collusion and understand that if I am found to be in breach of
person this policy, disciplinary action may be taken against me by NTCA.
 These tasks are not plagiarised or colluded with any  I have a copy of my assessment work with me, which I can produce
other student/s. if the original is lost.
 I have correctly referenced all resources and reference
texts throughout these assessment tasks.
Student Signature: Submission Date:

Assessor Use Only

Outcome

Satisfactory / Not Yet Satisfactory

Assessor Feedback:

Assessor Name: Signature: Date:

Student Submission Receipt: Your submission has been received. Please keep a copy of this record.

Student ID & Name: ……………………………….…………………….….. Submission Date: …………………..…………………………

Unit Code: ………………………………..……………… Assessment No & Method: ……………………………………..….……..………….

£ Initial Submission £ Re-Submission

Received By (Name): …………………………………….…. Signature: …………………..……….. Date: …………………..………………..

The results will be updated within twenty-one (21) days from your final submission. Please check your student portal regularly to make sure
that your results are updated. If there are any discrepancies, please discuss with the Trainer/Student Support Officer.

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Assessment Task 3 – Customer complaints resolution project

Information for students

Tasks required for this unit

This unit of competency requires that you:
 research and develop customer service policies and procedures for at least three different
areas of the business that meet industry standards

 implement and monitor practices for quality customer service in line with above policies and
procedures over four service periods

 evaluate above practices for quality service provision and identify any failings

 review above policies and procedures, adjust as necessary, and communicate new
practices to staff.

Instructions for how you will complete these requirements are included below.

Activities
Complete the following activities.

Carefully read the following information.

This assessment task requires you to handle a customer complaint in the role of
Customer Service Manager for Blue Healer Resort and Spa.
You will need to thoroughly review the following company documents before you
commence this task to ensure you understand and can apply procedures that must
be followed and how to respond to customer complaints.
 Complaint Acknowledgement Letter Template
 Complaint and Refund Policies and Procedures
 Complaint Email
 Complaint Outcome Letter Template
 Complaints Register Template
 Refund Policy.

What do I need to demonstrate?

During your practical assessments you will be required to demonstrate a range of
the skills and knowledge that you have developed during your course. These
include:
 Resolve customer complaints.
o Use questioning techniques to establish and agree on nature, possible
cause, and details of the complaint.

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o Assess impact of complaint on customer.

o Take responsibility for resolving complaints in a professional manner and

using communication techniques to assist in their management.
o Determine options to resolve complaints and promptly analyse and decide
on optimal solutions, taking organisational constraints into account.
o Act swiftly to resolve complaints and prevent escalation, in consultation
with customer and to customer satisfaction.
o Turn complaints into opportunities to demonstrate high quality customer
service.
o Provide internal feedback on customer complaints and feedback and
required follow-up in order to avoid future occurrence.
o Review and evaluate complaints and solutions to enhance response to
future issues.

How will I provide evidence?

Your assessor will provide you with templates to complete each task. You will find
some detailed information about providing evidence; this will include;
 an email with the following attachments:
o a Complaint Acknowledgement Letter

o a Customer Complaint Outcome Letter

o an updated Complaints Register.

You will need to complete each activity and submit the required documents at the
end of each step completed.

Tips for completing your activities

 Read through this assessment and each task before you get started and make
sure you understand what you need to do. If you are unsure, speak to your
assessor and/or supervisor.
 Stay up to date!
 Stay in touch with your assessor. Ask questions, raise issues, check in,
communicate.
Most importantly, ask for help if you are having trouble!

15. Handle customer complaint 1.

The customer (your Assessor) will call you complaining about the conference that
was held at the resort.
You will need to:
 Answer the telephone in accordance with company policy.
 Respond to the customer in accordance with the company’s complaint
handling policy and procedure.
 Use questioning techniques to establish and agree on the nature, possible
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cause, and details of the complaint.

 Assess the complaint’s impact on the customer.
 Log the details of the complaint in the complaint register (once you have
completed the first three activities in this task, you will send the completed
register to your assessor).
 Calmly advise the customer that the complaint will be recorded and actioned
as per the company’s policy. Briefly explain the company policy.

Answer:

(Ringing...)

“Thank you for calling Blue Healer Resort and Spa. My name is shivani. How can I
assist you today?”

(Please proceed with the complaint.)

16. Handle customer complaint 2.

The customer will role-play complaining about the noise of their neighbours in the
next room. For the purpose of this role-play the customer will be a fellow student.
The customer will need to provide their details and their room number (22).
You will need to:
 Respond to the customer in accordance with the company’s compliant
handling policy and procedure.
 Use questioning techniques to establish and agree on the nature, possible
cause, and details of the complaint.
 Assess the complaint’s impact on the customer.
 Log the details of the complaint in the complaint register (once you have
completed the first three activities in this task, you will send the completed
register to your assessor).
 Calmly advise the customer that the complaint will be recorded and provide the
customer with a solution to the complaint.
Answer:

“Thank you for calling Blue Healer Resort and Spa. My name is shivani. How
can I assist you today?”

(Please proceed with the complaint.)

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17. Handle customer complaint 3.

A customer (your Assessor) has emailed a complaint.

You will need to:
 Respond to the customer in accordance with the company’s complaint
handling policy and procedure.
 Use questioning techniques to establish and agree on the nature, possible
cause, and details of the complaint.
 Assess the complaint’s impact on customer
 Log the details of the complaint in the complaint register (once you have
completed the first three activities in this task, you will send the completed
register to your assessor).
 Advise the customer that the complaint will be recorded and actioned as per
the company’s policy. Briefly explain the company policy and provide
alternative resolutions and compensation.

Submit your completed Complaints Register to your Assessor.

Answer:

Once I receive the email, I will:

1. Respond to the customer in accordance with the company’s complaint handling

policy and procedure.
2. Use questioning techniques to establish and agree on the nature, possible
cause, and details of the complaint.
3. Assess the complaint’s impact on the customer.
4. Log the details of the complaint in the complaint register.
5. Advise the customer that the complaint will be recorded and actioned as per the
company’s policy, briefly explaining the policy and providing alternative resolutions
and compensation.

18. Acknowledge complaints.

Following the phone call, face to face and email complaints, you are required to
action and resolve the complaints as set out in the company’s complaint policy or
action within your role and responsibilities.
Use the Complaint Acknowledgement Letter Template to guide your writing of the
three letters to each customer.
Answer:

Here are the three complaint acknowledgement letters:

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Blue Healer Resort and Spa

123 Resort Drive, Blue Mountains, NSW 2780
February 23, 2025

Dear Emily Wilson,

Re: Complaint regarding Conference held on February 20, 2025

I am writing to acknowledge receipt of your complaint regarding the conference

held at our resort on February 20, 2025. We apologize for the inconvenience and
disappointment caused by the issues you experienced during the event.

We take all complaints seriously and are committed to resolving this matter
promptly. Our team is currently investigating the issues you raised, and we will be
in touch with you shortly to discuss a resolution.

Thank you for bringing this matter to our attention. We appreciate your feedback
and look forward to the opportunity to serve you better in the future.

Please do not hesitate to contact me if you require any further assistance.

Sincerely,

Customer Service Representative

Blue Healer Resort and Spa

Blue Healer Resort and Spa

123 Resort Drive, Blue Mountains, NSW 2780
February 23, 2025

Dear David Lee,

Re: Complaint regarding Noise Disturbance in Room 22

I am writing to acknowledge receipt of your complaint regarding the noise

disturbance you experienced in Room 22. We apologize for the inconvenience and
disruption caused by the noise.

We take all complaints seriously and are committed to resolving this matter
promptly. Our team has taken immediate action to address the noise issue, and we
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have also offered to relocate you to a quieter room.

Thank you for bringing this matter to our attention. We appreciate your feedback
and look forward to the opportunity to serve you better during your stay.

Please do not hesitate to contact me if you require any further assistance.

Sincerely,
Customer Service Representative
Blue Healer Resort and Spa

Blue Healer Resort and Spa

123 Resort Drive, Blue Mountains, NSW 2780
February 23, 2025

Dear Jennifer,

Re: Complaint regarding Email Complaint

I am writing to acknowledge receipt of your email complaint regarding the issue you
experienced during your stay. We apologize for the inconvenience and
disappointment caused by the issue.

We take all complaints seriously and are committed to resolving this matter
promptly. Our team is currently investigating the issue you raised, and we will be in
touch with you shortly to discuss a resolution.

Thank you for bringing this matter to our attention. We appreciate your feedback
and look forward to the opportunity to serve you better in the future.

Please do not hesitate to contact me if you require any further assistance.

Sincerely,

Customer Service Representative

Blue Healer Resort and Spa

19. Inform customers of the outcome of the complaint.

For customer 1, you are advised that you may not refund the customer’s money on

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the function meals but that you will not charge for the meeting room.
For customer 2, you will inform the customer that you have spoken to the noisy
neighbours and explained the noise policy. You should also apologise for the
inconvenience of having to move rooms. Confirm that the new room is to their
liking.
For customer 3, you will inform them that meal vouchers and a room upgrade will
be provided for their next stay as compensation.
Write formal letters advising the customers of the outcome of the complaint.
Use the Complaint Outcome Letter Template to guide your work.
This letter is an opportunity to demonstrate high quality customer service, so write
the letter with this as a goal.
Answer:
Here are the three formal letters:

Blue Healer Resort and Spa

123 Resort Drive, Blue Mountains, NSW 2780
February 23, 2025

Dear Emily Wilson,

Re: Outcome of Complaint regarding Conference held on February 20, 2025

I am writing to inform you of the outcome of your complaint regarding the

conference held at our resort on February 20, 2025. We apologize again for the
issues you experienced during the event, particularly with the function meals.

After investigating your complaint, we have decided not to charge for the meeting
room, as a gesture of goodwill. However, we regret to inform you that we are
unable to provide a refund for the function meals. We understand that this may not
fully address your concerns, but we hope this gesture demonstrates our
commitment to making things right.

Please accept our sincerest apologies for the inconvenience and disappointment
caused by the issues you experienced. We value your feedback and appreciate the
opportunity to serve you better in the future.

Thank you for choosing Blue Healer Resort and Spa.

Sincerely,

Customer Service Representative

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Blue Healer Resort and Spa

Blue Healer Resort and Spa

123 Resort Drive, Blue Mountains, NSW 2780
February 23, 2025

Dear David Lee,

Re: Outcome of Complaint regarding Noise Disturbance in Room 22

I am writing to inform you of the outcome of your complaint regarding the noise
disturbance you experienced in Room 22. We apologize again for the
inconvenience and disruption caused by the noise.

We have spoken to the guests in the adjacent room and reminded them of our
noise policy. We also apologize for the inconvenience of having to move rooms. We
hope that the new room assigned to you is to your liking and that you are able to
enjoy the rest of your stay with us.

Please accept our sincerest apologies for the disturbance and any inconvenience
caused. We value your feedback and appreciate the opportunity to serve you better
during your stay.

Thank you for choosing Blue Healer Resort and Spa.

Sincerely,

Customer Service Representative

Blue Healer Resort and Spa

Blue Healer Resort and Spa

123 Resort Drive, Blue Mountains, NSW 2780
February 23, 2025

Dear Jennifer,

Re: Outcome of Complaint regarding Recent Stay

I am writing to inform you of the outcome of your complaint regarding your recent
stay with us. We apologize again for the issues you experienced during your stay.
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As a gesture of goodwill and compensation for the inconvenience caused, we

would like to offer you meal vouchers and a room upgrade for your next stay with
us. We value your loyalty and appreciate the opportunity to serve you better in the
future.

Please accept our sincerest apologies for the issues you experienced during your
stay. We appreciate your feedback and look forward to welcoming you back to Blue
Healer Resort and Spa.

Thank you for choosing Blue Healer Resort and Spa.

Sincerely,

Customer Service Representative

Blue Healer Resort and Spa

20. Update the Complaints Register.

Include as much detail as you can in the register.

Answer:

Here's the updated Complaints Register:

Complaints Register

| Complaint Number | Date Received | Customer Name | Nature of Complaint |

Resolution |

| 001 | February 20, 2025 | Emily Wilson | Issues with conference event, including
function meals | Meeting room charge waived |
| 002 | February 21, 2025 | David Lee | Noise disturbance in Room 22 | Guests in
adjacent room reminded of noise policy, room relocation offered |
| 003 | February 22, 2025 | Jennifer | Issues with recent stay | Meal vouchers and
room upgrade offered for next stay |

Complaint Details:

Complaint 001:

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- Date of incident: February 20, 2025

- Time of incident: 9:00 AM
- Location: Conference Room
- Description: Issues with function meals, including poor quality and slow service
- Resolution: Meeting room charge waived
- Follow-up: Letter sent to customer on February 23, 2025

Complaint 002:

- Date of incident: February 21, 2025

- Time of incident: 10:00 PM
- Location: Room 22
- Description: Noise disturbance from adjacent room
- Resolution: Guests in adjacent room reminded of noise policy, room relocation
offered
- Follow-up: Letter sent to customer on February 23, 2025

Complaint 003:

- Date of incident: February 22, 2025

- Time of incident: N/A
- Location: N/A
- Description: Issues with recent stay, including poor service and amenities
- Resolution: Meal vouchers and room upgrade offered for next stay
- Follow-up: Letter sent to customer on February 23, 2025

Note: The Complaints Register will be reviewed and updated regularly to ensure
that all complaints are properly documented and resolved.

21. Send an email to the Managing Director (your assessor).

The text of the email should be in grammatically correct English, written in an

appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachments.
The email text should also give the nature, possible cause, and details of the
complaints, as well as the impact that they have had on the customer.
It should also endeavour to describe how such complaints could be avoided in the
future and recommend solutions to resolve the issues.
Describe how the solutions offered to the customer could be used as opportunities
to demonstrate high quality customer service to them.

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Attach the following to the email:

 Complaint acknowledgement letter
 Customer Complaint Outcome Letter
 Updated Complaints Register
Answer:

Subject: Complaints Report and Recommendations for Improvement

Dear Manager!

I hope this email finds you well. I am writing to bring to your attention three
recent complaints received from our customers, along with the actions taken to
resolve them and recommendations for future improvement.

The complaints in question relate to issues with a conference event, noise

disturbance in one of our rooms, and poor service and amenities during a
recent stay. The nature of these complaints suggests that we fell short of our
usual standards in terms of event planning, room allocation, and customer
service.

The possible causes of these complaints appear to be inadequate

communication between our teams, insufficient attention to detail, and a lack of
proactive problem-solving. The impact on our customers was significant,
resulting in disappointment, frustration, and a loss of trust in our brand.

To avoid such complaints in the future, I recommend that we implement

additional training for our staff on effective communication, problem-solving,
and customer service. We should also review our event planning and room
allocation processes to ensure that they are robust and reliable.

The solutions offered to our customers, including a waiver of the meeting room
charge, a room relocation, and meal vouchers, can be used as opportunities to
demonstrate high-quality customer service. By responding promptly and
empathetically to our customers’ concerns, we can turn negative experiences
into positive ones and rebuild trust in our brand.

I have attached the following documents for your reference:

- Complaint acknowledgement letters

- Customer Complaint Outcome Letters
- Updated Complaints Register

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Please do not hesitate to contact me if you require any further information or

would like to discuss these matters further.

Thank you for your attention to this matter.

Best regards,
Jasmeet Kaur

Performance Checklist:
Your task must address the following performance criteria/ performance checklist.

S NYS Trainer/Assessor to complete

To be assessed as satisfactory (S) in this assessment
(Comment and feedback to
task the student needs to demonstrate competency
students)
in the following critical aspects of evidence:

Respond to and resolve customer 1 complaint.

The student has used questioning techniques to establish

and agree on nature, possible cause, and details of the
complaint.

The student has acted swiftly to resolve complaints and

prevent escalation in consultation with customer.

The student has determined options to resolve complaints

and decide on optimal solutions, taking organisational
constraints into account.

The student has taken responsibility for resolving complaints

in a professional manner.

The student has resolved complaints using appropriate

communication techniques.

The student has provided internal feedback on customer

complaints and feedback.

The student has provided the required follow-up in order to

avoid future occurrence of the complaint.

The student has reviewed and evaluated complaints and

solutions to enhance the organisation’s response to similar
issues in the future.

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The student has assessed the complaint’s impact on the

customer.

The student has turned complaints into opportunities to

demonstrate the organisation’s high-quality customer service.

Respond to and resolve customer 2 complaint.

The student has used questioning techniques to establish

and agree on nature, possible cause, and details of the
complaint.

The student has acted swiftly to resolve complaints and

prevent escalation in consultation with customer.

The student has determined options to resolve complaints

and decided on optimal solutions, taking organisational
constraints into account.

The student has taken responsibility for resolving complaints

in a professional manner.

The student has resolved complaints using appropriate

communication techniques.

The student has provided internal feedback on customer

complaints and feedback.

The student has provided the required follow-up in order to

avoid future occurrence of the complaint.

The student has reviewed and evaluated complaints and

solutions to enhance the organisation’s response to similar
issues in the future.

The student has assessed the complaint’s impact on the

customer.

The student has turned complaints into opportunities to

demonstrate the organisation’s high-quality customer service.

Respond to and resolve customer 1 complaint.

The student has acted swiftly to resolve complaints and

prevent escalation in consultation with customer.

The student has determined options to resolve complaints

and decided on optimal solutions, taking organisational
constraints into account.

The student has taken responsibility for resolving complaints

in a professional manner.

The student has resolved complaints using appropriate

communication techniques.

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The student has provided internal feedback on customer

complaints and feedback.

The student has provided the required follow-up in order to

avoid future occurrence of the complaint.

The student has reviewed and evaluated complaints and

solutions to enhance the organisation’s response to similar
issues in the future.

The student has assessed the complaint’s impact on the

customer.

The student has turned complaints into opportunities to

demonstrate the organisation’s high-quality customer service.

Assessment Cover Sheet

Please complete cover sheet clearly and accurately for assessment tasks and other types of evidence you submit for your course. All student assessment tasks
submissions including any associated checklists where applicable, are to be attached to this cover sheet.

Student Use
Student ID No NTCA250007

Student Name Jasmeet kaur

Unit Code SITXCCS015

Unit Title Enhance customer service experience

Assessment No. 4
Assessment Method Customer service report
£ Initial Submission £ Re-Submission

Student Declaration I declare that:

 These tasks are my own work.  I have read and understood NTCA’s policy on Plagiarism, cheating
 None of this work has been completed by any other and collusion and understand that if I am found to be in breach of
person this policy, disciplinary action may be taken against me by NTCA.
 These tasks are not plagiarised or colluded with any  I have a copy of my assessment work with me, which I can produce
other student/s. if the original is lost.
 I have correctly referenced all resources and reference
texts throughout these assessment tasks.
Student Signature: Submission Date:

Assessor Use Only

Outcome

Satisfactory / Not Yet Satisfactory

Assessor Feedback:

Assessor Name: Signature: Date:

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Student Submission Receipt: Your submission has been received. Please keep a copy of this record.

Student ID & Name: ……………………………….…………………….….. Submission Date: …………………..…………………………

Unit Code: ………………………………..……………… Assessment No & Method: ……………………………………..….……..………….

£ Initial Submission £ Re-Submission

Received By (Name): …………………………………….…. Signature: …………………..……….. Date: …………………..………………..

The results will be updated within twenty-one (21) days from your final submission. Please check your student portal regularly to make sure
that your results are updated. If there are any discrepancies, please discuss with the Trainer/Student Support Officer.

Assessment Task 4 – Customer service report

Information for students

Tasks required for this unit

This unit of competency requires that you:
 research and develop customer service policies and procedures for at least three different
areas of the business that meet industry standards

 implement and monitor practices for quality customer service in line with above policies and
procedures over four service periods

 evaluate above practices for quality service provision and identify any failings

 review above policies and procedures, adjust as necessary, and communicate new
practices to staff.

Instructions for how you will complete these requirements are included below.

Activities
Complete the following activities.

Carefully read the following information.

It is almost two months since both Jennifer and Jason stayed with the resort
Review the Customer Service Policy and Procedures to determine how you should
undertake the regular customer satisfaction review.

What do I need to demonstrate?

During your practical assessments you will be required to demonstrate a range of
the skills and knowledge that you have developed during your course. These

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include:
 Develop customer relationships.
o Promote repeat business by offering promotional services according to
individual empowerment and organisational policy.
o Maintain customer profiles to enhance service delivery.

o Provide personalised service to customers in a professional manner that

builds repeat business.

How will I provide evidence?

Your assessor will provide you with templates to complete each task. You will find
some detailed information about providing evidence; this will include;
 emails asking for feedback
 an email with the following attached:
o Completed Feedback Register

o Customer Service Report

o two emails promoting repeat business to each customer.

You will need to complete each activity and submit the required task at the end of
each step completed.

Tips for completing your activities

 Read through this assessment and each task before you get started and make
sure you understand what you need to do. If you are unsure, speak to your
assessor and/or supervisor.
 Stay up to date!
 Stay in touch with your assessor. Ask questions, raise issues, check in,
communicate.
Most importantly, ask for help if you are having trouble!

1. Seek customer feedback.

Develop an email that could be sent to customers seeking feedback about their
experience with Blue Healer Resort and Spa.
Answer:

Subject: Share Your Thoughts – Help Us Improve

Dear Valued Customer,

We hope this email finds you well. We wanted to take a moment to thank you for
choosing Blue Healer Resort and Spa for your recent stay/event. We value your
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business and appreciate the opportunity to serve you.

As part of our ongoing effort to improve and enhance our services, we would love to
hear about your experience with us. Your feedback is invaluable in helping us
identify areas for improvement and ensure that we continue to meet the high
standards our customers expect from us.

Could you please take a few minutes to complete our online survey? Your
responses will be kept confidential and will help us shape the future of Blue Healer
Resort and Spa.

To access the survey, simply click on the link below:

(link unavailable)

Alternatively, if you would prefer to provide feedback directly, please feel free to
reply to this email or contact us at [email protected] or +61 2 4567 8900.
We would be delighted to hear from you.

As a token of our appreciation for your feedback, we would like to offer you a 10%
discount on your next stay with us. Simply quote the code FEEDBACK10 when
booking your next stay.

Thank you again for choosing Blue Healer Resort and Spa. We look forward to the
opportunity to serve you again soon.

Best regards,
Blue Healer Resort and Spa

2. Send an email to Jason (your assessor).

The text of the email should be in grammatically correct English, written in an

appropriate (polite, business-like) style.
It should seek feedback about Jason’s experience with Blue Healer Resort and
Spa.
Your assessor will respond to you in the role of Jason.
Answer:

Subject: Seeking Feedback on Your Recent Stay

Dear Jason,

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I hope this email finds you well. I am writing to seek your feedback on your recent
stay at Blue Healer Resort and Spa. We value your opinion and would love to hear
about your experience with us.

As a valued customer, your feedback is essential in helping us improve our

services and ensure that we continue to meet the high standards our customers
expect from us.

Could you please take a few minutes to share your thoughts on your recent stay?
Your feedback will be kept confidential and will help us shape the future of Blue
Healer Resort and Spa.

If you have any comments or suggestions, please feel free to reply to this email or
contact me directly at [email protected] or +61 2 4567 8900.

Thank you for choosing Blue Healer Resort and Spa, and we look forward to the
opportunity to serve you again soon.

Best regards,

Blue Healer Resort and Spa

3. Send an email to Jennifer (your assessor).

The text of the email should be in grammatically correct English, written in an

appropriate (polite, business-like) style.
It should seek feedback about Jennifer’s experience with Blue Healer Resort and
Spa.
Your assessor will respond to you in the role of Jennifer.
Answer:

Subject: Seeking Feedback on Your Recent Experience

Dear Jennifer,

I hope this email finds you well. I am writing to seek your feedback on your recent
experience with Blue Healer Resort and Spa. We value your opinion and would
love to hear about your stay with us.

As a valued customer, your feedback is essential in helping us improve our

services and ensure that we continue to meet the high standards our customers

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expect from us.

Could you please take a few minutes to share your thoughts on your recent stay?
We would appreciate any comments or suggestions you may have, whether they
relate to our rooms, amenities, staff, or any other aspect of your experience.

If you have any feedback, please feel free to reply to this email or contact me
directly at [email protected] or +61 2 4567 8900.

Thank you for choosing Blue Healer Resort and Spa, and we look forward to the
opportunity to serve you again soon.

Best regards,
Blue Healer Resort and Spa

4. Update the Feedback Register.

Enter the information that you receive back from the customers into the feedback
register.
Include follow up actions required to enhance service delivery in the future.
The Feedback Register already includes feedback from customers collected over
the first quarter of the financial year.
Answer:

Here’s the updated Feedback Register:

Feedback Register

| Feedback Number | Date Received | Customer Name | Nature of Feedback |

Follow-up Actions |
| 001 | January 10, 2025 | Sarah Lee | Positive feedback on room cleanliness |
None required |
| 002 | January 15, 2025 | Mark Davis | Suggestion to improve breakfast menu |
Review breakfast menu and consider adding new options |
| 003 | January 20, 2025 | Emily Chen | Complaint about noise disturbance | Review
noise policy and provide additional training to staff |
| 004 | February 20, 2025 | Emily Wilson | Complaint about conference event |
Review event planning process and provide additional training to staff |
| 005 | February 21, 2025 | David Lee | Complaint about noise disturbance in Room
22 | Review noise policy and provide additional training to staff |
| 006 | February 22, 2025 | Jennifer | Complaint about recent stay | Review
customer service process and provide additional training to staff |

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| 007 | February 25, 2025 | Jason | Positive feedback on staff service | Recognize
and reward staff for excellent service |
| 008 | February 25, 2025 | Jennifer | Feedback on recent stay, suggesting
improvements to amenities | Review amenities and consider upgrading or adding
new facilities |

Action Plan:

- Review event planning process and provide additional training to staff (Feedback
004)
- Review noise policy and provide additional training to staff (Feedback 003, 005)
- Review customer service process and provide additional training to staff
(Feedback 006)
- Review breakfast menu and consider adding new options (Feedback 002)
- Review amenities and consider upgrading or adding new facilities (Feedback 008)
- Recognize and reward staff for excellent service (Feedback 007)

5. Develop a customer service report.

For this part of the assessment task, you are required

to develop a customer services report identifying and
recommending ways to improve service delivery
based on your evaluation of the company’s feedback
register.
First of all, review your completed feedback register
from activity 1.
Then develop a report that includes:
 The purpose of the report and number of
complaints and feedback during the specified
period
 An analysis of feedback and complaints with
regard to service delivery and provision of
products and services
 Outline of potential solutions to address feedback
and complaints.
Use the Customer Service Report Template to guide
your work.
Your report must be clearly written and address all of
the required content as stated above.
When you have finished writing your report, proofread
it thoroughly.
Answer:

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Customer Service Report

Date: February 28, 2025

Purpose:

The purpose of this report is to evaluate the customer

feedback and complaints received by Blue Healer
Resort and Spa during the period of January 1, 2025,
to February 28, 2025. The report aims to identify areas
for improvement in service delivery and provision of
products and services.

Summary of Feedback and Complaints:

During the specified period, we received a total of 8

feedback and complaints. The breakdown is as
follows:

- 3 complaints regarding noise disturbance and

conference event issues
- 2 feedback suggesting improvements to amenities
and breakfast menu
- 3 positive feedback on staff service and room
cleanliness

Analysis of Feedback and Complaints:

The analysis of the feedback and complaints reveals

that:

- Noise disturbance and conference event issues are

areas of concern that require immediate attention.
- There is a need to review and improve our amenities
and breakfast menu to meet customer expectations.
- Staff service and room cleanliness are areas of
strength that we need to maintain and build upon.

Potential Solutions:

To address the feedback and complaints, we

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recommend the following potential solutions:

- Review and improve our noise policy and provide

additional training to staff.
- Review and upgrade our amenities and breakfast
menu to meet customer expectations.
- Recognize and reward staff for excellent service to
maintain and build upon our strengths.
- Review and improve our conference event planning
process to prevent similar issues in the future.

Conclusion:

In conclusion, the customer feedback and complaints

received during the specified period have provided
valuable insights into areas for improvement in service
delivery and provision of products and services. By
implementing the recommended potential solutions,
we aim to enhance our customer service and provide
a better experience for our customers.

Recommendations:

We recommend that the management team review

and implement the recommended potential solutions.
We also recommend that the customer service team
continue to monitor and evaluate customer feedback
and complaints to identify areas for improvement.

Appendix:

The appendix includes the completed feedback

register, which provides detailed information on each
feedback and complaint received during the specified
period.

I hope this draft meets your requirements! Let me

know if you need any further changes.

6. Send an email to the Managing Director (your assessor).

The text of the email should be in grammatically correct English, written in an

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 Level 11, 190 Queen St, Melbourne, 3000
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RTO#6527 | CRICOS#03399C

appropriate (polite, business-like) style.

It should introduce and summarise the contents of the attachments.
Summarise the customer complaints and feedback and describe what follow-up is
required to ensure that its reoccurrence can be avoided in the future.
Attach your feedback register and customer service report to the email.

Answer:

Subject: Customer Complaints and Feedback Review

Dear Managing Director!

I hope this email finds you well. I am writing to bring to your attention a review of
the customer complaints and feedback received by Blue Healer Resort and Spa
during the period of January 1, 2025, to February 28, 2025.

As part of our ongoing effort to improve our services and ensure that we meet the
high standards our customers expect from us, I have compiled a comprehensive
review of the customer complaints and feedback received during the specified
period. The review includes a summary of the complaints and feedback, an
analysis of the issues raised, and recommendations for follow-up actions to prevent
reoccurrence in the future.

The customer complaints and feedback received during the specified period relate
to issues with noise disturbance, conference event planning, and amenities. While
we have taken immediate action to address these issues, I believe that it is
essential that we take a proactive approach to prevent similar issues from arising in
the future.

To this end, I recommend that we implement additional training for our staff on
noise policy, conference event planning, and customer service. I also recommend
that we review and upgrade our amenities to meet customer expectations.

I have attached the Feedback Register and Customer Service Report, which
provide detailed information on the customer complaints and feedback received
during the specified period, as well as the recommended follow-up actions.

Please do not hesitate to contact me if you require any further information or would
like to discuss these matters further.

Thank you for your attention to this matter.

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 Level 11, 190 Queen St, Melbourne, 3000
Tel: 03 9606 0032 | Web: www.ntca.edu.au
RTO#6527 | CRICOS#03399C

Best regards,
Blue Healer Resort and Spa

7. Send an email to Jason (your assessor).

The text of the email should be in grammatically correct English, written in an

appropriate (polite, business-like) style.
It should promote repeat business by offering the services described by the
Managing Director.
Answer:

Subject: Exclusive Offer for Valued Customers

Dear Jason,

I hope this email finds you well. We wanted to take a moment to thank you for
choosing Blue Healer Resort and Spa for your recent stay. We appreciate your
business and value your loyalty.

As a valued customer, we would like to offer you an exclusive opportunity to

experience our new and improved services. Our Managing Director has instructed
us to provide our repeat customers with a special package, which includes:

- A complimentary room upgrade on your next stay

- A 20% discount on our spa treatments
- A personalized concierge service to ensure that your stay is tailored to your needs

We believe that these services will enhance your stay with us and provide you with
an unforgettable experience. Our team is committed to providing you with
exceptional service, and we look forward to welcoming you back to Blue Healer
Resort and Spa.

To take advantage of this exclusive offer, please reply to this email or contact us at
+61 2 4567 8900. We would be delighted to assist you in booking your next stay.

Thank you again for your loyalty, and we look forward to serving you again soon.

Best regards,
Blue Healer Resort and Spa

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 Level 11, 190 Queen St, Melbourne, 3000
Tel: 03 9606 0032 | Web: www.ntca.edu.au
RTO#6527 | CRICOS#03399C

8. Send an email to Jennifer (your assessor).

The text of the email should be in grammatically correct English, written in an

appropriate (polite, business-like) style.
It should promote repeat business by offering the services described by the
Managing Director.
Answer:

Subject: Exclusive Offer for Valued Customers

Dear Jennifer,

I hope this email finds you well. We wanted to take a moment to thank you for
choosing Blue Healer Resort and Spa for your recent stay. We appreciate your
feedback and value your loyalty.

As a valued customer, we would like to offer you an exclusive opportunity to

experience our new and improved services. Our Managing Director has instructed
us to provide our repeat customers with a special package, which includes:

- A complimentary room upgrade on your next stay

- A 20% discount on our spa treatments
- A personalized concierge service to ensure that your stay is tailored to your needs

We believe that these services will enhance your stay with us and provide you with
an unforgettable experience. Our team is committed to providing you with
exceptional service, and we look forward to welcoming you back to Blue Healer
Resort and Spa.

To take advantage of this exclusive offer, please reply to this email or contact us at
+61 2 4567 8900. We would be delighted to assist you in booking your next stay.

Thank you again for your loyalty, and we look forward to serving you again soon.

Best regards,

Blue Healer Resort and Spa

Performance Checklist:
Your task must address the following performance criteria/ performance checklist.

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 Level 11, 190 Queen St, Melbourne, 3000
Tel: 03 9606 0032 | Web: www.ntca.edu.au
RTO#6527 | CRICOS#03399C

S NYS Trainer/Assessor to complete

To be assessed as satisfactory (S) in this assessment
(Comment and feedback to
task the student needs to demonstrate competency
students)
in the following critical aspects of evidence:

The student has provided internal feedback on customer

feedback and required follow up.

The student has promoted repeat business by offering

promotional services as set out by the Managing Director.

The student has maintained customer profiles to enhance

service delivery.

The student has provided personalised service to customers

in a manner that builds repeat business.

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