1SITXCCS016A1Knowledge Questions V1.0 October 2024
.docx
School
Victoria University**We aren't endorsed by this school
Course
Q1 SIT50416
Subject
Information Systems
Date
Jan 6, 2025
Pages
28
Uploaded by MagistrateGuineaPig5916
Page 1 of 28RTO CODE: 40788CRICOS NO.: 03953D SITXCCS016 Develop and manage quality customer service practicesAssessment 1 – Knowledge QuestionsSITXCCS016_A1_Knowledge Questions V1.0Responsible: AcademicPublished: October 2024Assessment Cover Sheet & AgreementQualificationSIT50422 Diploma of Hospitality Management Unit Code & TitleSITXCCS016 Develop and manage quality customer service practicesName of StudentStudent ID NoAssessor NameSubmission Due DateINSTRUCTIONS FOR STUDENTS1.This assessment must be completed individually unless explicitly stated otherwise.2.Use the space provided to answer the questions.3.You may use materials on LMS or use the Internet to research and find the answers.4.Use your own words.5.Provide a URL for all your references.6.Guidelines for submission:Font style: Times New Roman, size 11 or Century Gothic, size 10Text: Black text with no background colours.7.Use the following file naming convention when saving and submitting your assessment documents:Unit Code_Assessment Number_First Name Onlyi.e SITXWHSS007_A1_NshiIn the case of additional tasks to the assessment:Unit Code_Assessment Number_Task 3_First Name Onlyi.e. SITXWHS007_A2_T3_Nishi8.Ensure you check for spelling and grammatical errors prior to submission.9.Keeping a copy of all submitted work for future reference is your responsibility. Failing to resubmit a copy when asked, your assessment will be marked Not Satisfactory (NS)10. In the event your first attempt at the assessment is not satisfactory (NS), you will be allowed to resubmit it one other time under certain conditions. Refer to Illoura’s Course Progress Policy and Procedure for details.11. Use the following file naming convention when saving and resubmitting your assessment documents:Unit Code_Assessment Number_Task 3_First Name_ ResubmissionSITXWHS007_Assessment 2_Task 3_First Name_Resubmission 1i.e. SITXWHS007_A2_T3_Nishi_R112. A missed assessment submission will be considered an assessment attempt.13. Your Assessor’s feedback on this assessment will be made available on LMS. Ensure that you check
Page 2 of 28RTO CODE: 40788CRICOS NO.: 03953D SITXCCS016 Develop and manage quality customer service practicesAssessment 1 – Knowledge QuestionsSITXCCS016_A1_Knowledge Questions V1.0Responsible: AcademicPublished: October 2024LMS after receiving the grading notification via email.14. There is support available for students with special needs or learning difficulties, including those who have difficulties with language, literacy, and numeracy. Your assessor can provide any support or modified equipment you need to complete this assessment.15. You can appeal assessment decisions by referring to the college's Complaints and Appeals Policy and Procedure.Student DeclarationI declare that this task is all my work and that I have not cheated, plagiarised, or colluded with any other student(s).I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me according to the Illoura Academic Misconduct.I have correctly referenced all resources and have referenced texts throughout this assessment task.Student’s SignatureDate
Page 3 of 28RTO CODE: 40788CRICOS NO.: 03953D SITXCCS016 Develop and manage quality customer service practicesAssessment 1 – Knowledge QuestionsSITXCCS016_A1_Knowledge Questions V1.0Responsible: AcademicPublished: October 2024The following information should be read before answering the questions:INSTRUCTIONS FOR LEARNERYou must answer ALL questions satisfactorily to achieve a satisfactory outcome for this assessment. Your answers must be word processed and uploaded to LMS.You are encouraged to consult the Assessor prior to attempting this task if you do not understand any part of the task, or if you have any learning issues or needs that may hinder your ability to attempt any part of the assessment.The following resources and tools are required to complete this assessment:a)Internet accessb)Word processing softwarec)Access to workplace documents (if applicable) WHAT TO SUBMITCompleted responses to the following knowledge questionsDUE DATEAs advised by your AssessorRESUBMISSION OPPORTUNITIESYou will be provided feedback on your performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this assessment. If any parts of the task are not satisfactorily completed, the Assessor will explain why, and provide you with written feedback and guidance on what you must modify or include to demonstrate satisfactory performance. For reassessment attempt(s), you will be guided according to the ILLOURA’s Assessment Policy and Procedure. You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal.WRITTEN ANSWER GUIDEThe following written questions use a range of “instructional words” such as “identify” or “explain,” which tell you how you should answer the question. Use the definitions below to assist you to provide the type of response expected. Note that the following guidance is the minimum level of response required. Analyse – when a question asks you to analyse something, you should do so in in detail, and identify important points and key features. Generally, you are expected to write a response one or two paragraphs long.
Page 4 of 28RTO CODE: 40788CRICOS NO.: 03953D SITXCCS016 Develop and manage quality customer service practicesAssessment 1 – Knowledge QuestionsSITXCCS016_A1_Knowledge Questions V1.0Responsible: AcademicPublished: October 2024Compare– when a question asks you to compare something, you will need to show how two or more things are similar, ensuring that you also indicate the relevance of the consequences. Generally, you are expected to write a response one or two paragraphs long.Contrast – when a question asks you to contrast something, you will need to show how two or more things are different, ensuring you indicate the relevance or the consequences. Generally, you are expected to write a response one or two paragraphs long.Discuss – when a question asks you to discuss something, you are required to point out important issues or features and express some form of critical judgement. Generally, you are expected to write a response one or two paragraphs long.Describe– when a question asks you to describe something, you should state the most noticeable qualities or features. Generally, you are expected to write a response two or three sentences long.Evaluate– when a question asks you to evaluate something, you should do so putting forward arguments for and against something. Generally, you are expected to write a response one or two paragraphs long.Examine– when a question asks you to examine something, this is similar to “analyse”, where you should provide a detailed response with key points and features and provide critical analysis. Generally, you are expected to write a response one or two paragraphs long.Explain– when a question asks you to explain something, you should make clear how or why something happened or the way it is. Generally, you are expected to write a response two or three sentences long.Identify – when a question asks you to identify something, this means that you are asked to briefly describe the required information. Generally, you are expected to write a response two or three sentences long.List – when a question asks you to list something, this means that you are asked to briefly state information in a list format. Outline –when a question asks you to outline something, this means giving only the main points, Generally, you are expected to write a response a few sentences long.Summarise –when a question asks you to summarise something, this means (like “outline”) only giving the main points. Generally, you are expected to write a response a few sentences long.QuestionsProvide answers to all of the questions below.
Page 5 of 28RTO CODE: 40788CRICOS NO.: 03953D SITXCCS016 Develop and manage quality customer service practicesAssessment 1 – Knowledge QuestionsSITXCCS016_A1_Knowledge Questions V1.0Responsible: AcademicPublished: October 2024Q1. Note there are two (2) parts to this question…Describe the key principlesof quality customer service.ANDExplain how applying these principlesof customer service can contribute to enhancing customer satisfaction.Q2. Note there are two (2) parts to this question…Describe the specific professional service standardsthat service industry personnel should follow in your organisation.ANDGive an example of professional service standardsbeing applied in your workplace.Q3. Outline the key attitudesand attributesthat service industry employerstypically seek in their employees who interactwith customers.
Page 6 of 28RTO CODE: 40788CRICOS NO.: 03953D SITXCCS016 Develop and manage quality customer service practicesAssessment 1 – Knowledge QuestionsSITXCCS016_A1_Knowledge Questions V1.0Responsible: AcademicPublished: October 2024Q4. Describe the rolesand responsibilitiesin ensuring the delivery of qualitycustomer servicefor each of the following personnel.ManagersSupervisorsOperational StaffQ5.Note there are two parts to this question…Describe four (4) sources of informationthat service team members can access to stay updated on changing customer service trends. ANDExplain how changesin trendsmay affect the way that you deliverservicein your industry.
Page 7 of 28RTO CODE: 40788CRICOS NO.: 03953D SITXCCS016 Develop and manage quality customer service practicesAssessment 1 – Knowledge QuestionsSITXCCS016_A1_Knowledge Questions V1.0Responsible: AcademicPublished: October 2024Q6. Note there are two parts to this question…Describe two (2) internal environmental factors within your organisation that can impact the planning and delivery of customer service.ANDExplain how external environmental changes can force adjustments in customer service strategies.(Think about changes such as economic shifts and technical changes)Q7. Describe a scenario where a company changed its pricing and promotional strategies to remain competitiveduring an economic downturn, without compromising customer service quality.
Page 8 of 28RTO CODE: 40788CRICOS NO.: 03953D SITXCCS016 Develop and manage quality customer service practicesAssessment 1 – Knowledge QuestionsSITXCCS016_A1_Knowledge Questions V1.0Responsible: AcademicPublished: October 2024Q8. Describe a scenario where a business effectively integrated new technologies into its operations to enhance customer service.Q9. Note there are two parts to this question…Describe how management changesimpact an organisation's competitive position in the market and its customer service approach.ANDDescribe how an organisational restructurecan impact the team and their ability to work effectively and remain competitive.
Page 9 of 28RTO CODE: 40788CRICOS NO.: 03953D SITXCCS016 Develop and manage quality customer service practicesAssessment 1 – Knowledge QuestionsSITXCCS016_A1_Knowledge Questions V1.0Responsible: AcademicPublished: October 2024Q10. Explain the relationship between effective recruitmentpractices and maintaining a competitive edge in the service industry.Q11. Describe how trendsin customer service preferencesinfluence your businesses to remain competitive.(Think about trends such as customers wanting personalised experience and expecting immediate responses)
Page 10 of 28RTO CODE: 40788CRICOS NO.: 03953D SITXCCS016 Develop and manage quality customer service practicesAssessment 1 – Knowledge QuestionsSITXCCS016_A1_Knowledge Questions V1.0Responsible: AcademicPublished: October 2024Q12.Note there are two parts to this question…Describe how both formaland informal customer researchcan be used to establish industry service trends.ANDDescribe how this researchcan be analysed to maintain a competitiveworking environment.Q13. Note there are two parts to this question…Describe four (4) key elements that should be included in a well-structured customerservice survey.ANDDescribe the importance of obtaining accurate and unbiased feedback through customer service surveys.
Page 11 of 28RTO CODE: 40788CRICOS NO.: 03953D SITXCCS016 Develop and manage quality customer service practicesAssessment 1 – Knowledge QuestionsSITXCCS016_A1_Knowledge Questions V1.0Responsible: AcademicPublished: October 2024Q14. Describe the process of conducting a successful customer focus groupsession.Q15. Note there are two parts to this question…Explain the differences between qualitativeand quantitativeresearch methods in the context of customerresearch.ANDDescribe when qualitativeand quantitativeresearch methods would be most suitably used.
Page 12 of 28RTO CODE: 40788CRICOS NO.: 03953D SITXCCS016 Develop and manage quality customer service practicesAssessment 1 – Knowledge QuestionsSITXCCS016_A1_Knowledge Questions V1.0Responsible: AcademicPublished: October 2024Q16. Describe the methodsthat colleagues involved in service deliverymay use to communicate their observations and suggestions for improvement.Q17. Note there are two parts to this question…Describe effective techniques for questioning customersto gather feedback and insights on their experiences with customer service.ANDDescribe the role of customer feedbackin evaluating service quality and how it can drive improvementsin customer service practices.
Page 13 of 28RTO CODE: 40788CRICOS NO.: 03953D SITXCCS016 Develop and manage quality customer service practicesAssessment 1 – Knowledge QuestionsSITXCCS016_A1_Knowledge Questions V1.0Responsible: AcademicPublished: October 2024Q18. Consider the following scenario…In a busy downtown hotel, a guest approached the front desk with a concerned expression. The guest, Mr Anderson, had just checked into his room and noticed an issue with the air conditioning. He approached the front desk, visibly frustrated.Describe how you would interact with Mr. Anderson - what would you say and do in this situation? Describe the body language and actions you would demonstrate.Q19. Describe how developing and implementing clearcustomer service policiesand procedures contribute to consistent and high-quality service delivery.
Page 14 of 28RTO CODE: 40788CRICOS NO.: 03953D SITXCCS016 Develop and manage quality customer service practicesAssessment 1 – Knowledge QuestionsSITXCCS016_A1_Knowledge Questions V1.0Responsible: AcademicPublished: October 2024Q20. Describe the importance of regularly monitoringand updatingcustomer service policiesand procedures.Q21. Describe four (4) methods that organisations can use to encourage employeeengagementand inputtowards developingcustomer service practices.
Page 15 of 28RTO CODE: 40788CRICOS NO.: 03953D SITXCCS016 Develop and manage quality customer service practicesAssessment 1 – Knowledge QuestionsSITXCCS016_A1_Knowledge Questions V1.0Responsible: AcademicPublished: October 2024Q22. How can organisations collect and analyse staff feedbackto identify areas for improvementin customer service?Q23. Note there are two parts to this question…How does an examination of overall business performancecontribute to understanding the effectiveness of customer service practices?ANDDescribe the key performance indicators(KPIs) that may be typically monitored.
Page 16 of 28RTO CODE: 40788CRICOS NO.: 03953D SITXCCS016 Develop and manage quality customer service practicesAssessment 1 – Knowledge QuestionsSITXCCS016_A1_Knowledge Questions V1.0Responsible: AcademicPublished: October 2024Q24. Describe the methods and tools organisations may use to track and assess staffperformance related to customer service standards.Q25. Describe how organisations ensure that their policiesand procedureseffectively communicate and align with their customer service practices.Q26. Why is it important for organisations to regularly reviewthe amountand reasonor Causefor each of the following:Customer Complaints
Page 17 of 28RTO CODE: 40788CRICOS NO.: 03953D SITXCCS016 Develop and manage quality customer service practicesAssessment 1 – Knowledge QuestionsSITXCCS016_A1_Knowledge Questions V1.0Responsible: AcademicPublished: October 2024Disputes (internal and external)Customer ResponsesQ27. Describe how organisations can use customer satisfaction surveystatisticsto gauge the success of their customer service efforts.Q28. How can regular discussionswith employees assist in gathering feedback on customer service challenges and opportunities?
Page 18 of 28RTO CODE: 40788CRICOS NO.: 03953D SITXCCS016 Develop and manage quality customer service practicesAssessment 1 – Knowledge QuestionsSITXCCS016_A1_Knowledge Questions V1.0Responsible: AcademicPublished: October 2024Q29. Describe methods for initiating and conducting discussionswith customers to gather feedback.(Think about what you would do and say to initiate these conversations)Q30. Describe the steps involved in conducting structured customer interviewsto obtain feedback.Q31. Describe the importance of involving staff during team meetingsto address customer service issues.
Page 19 of 28RTO CODE: 40788CRICOS NO.: 03953D SITXCCS016 Develop and manage quality customer service practicesAssessment 1 – Knowledge QuestionsSITXCCS016_A1_Knowledge Questions V1.0Responsible: AcademicPublished: October 2024Q32. Why is it valuable to involve staff in the creation of customer servicepoliciesand procedures?Q33. Explain the importance of conducting surveys among internal customersto gauge their satisfaction with internal service functions.Q34. Describe the types of questions typically included in external customer surveysto obtain feedback.
Page 20 of 28RTO CODE: 40788CRICOS NO.: 03953D SITXCCS016 Develop and manage quality customer service practicesAssessment 1 – Knowledge QuestionsSITXCCS016_A1_Knowledge Questions V1.0Responsible: AcademicPublished: October 2024Q35. Describe how staff surveyscan be used to gather empLoyee thoughts and opinions within the workplace.(Think about how they may be conducted and what information an employer may seek from team members)Q36. How can feedbackfrom customercomplaintsand disputeswith suppliersbe used to make service improvements?Q37. Describe the importance of applying improvementsthat have been suggested by staff members.
Page 21 of 28RTO CODE: 40788CRICOS NO.: 03953D SITXCCS016 Develop and manage quality customer service practicesAssessment 1 – Knowledge QuestionsSITXCCS016_A1_Knowledge Questions V1.0Responsible: AcademicPublished: October 2024Q38. Identify and describe specific industry schemesaimed at improving customer service, explain their relevance to the hospitality sector.Q39. Describe how accreditation schemesrecognise businesses for their commitment to superior customer service.Q40. Identify and describe codes of conductaimed at improving customer service standardswithin your industry.
Page 22 of 28RTO CODE: 40788CRICOS NO.: 03953D SITXCCS016 Develop and manage quality customer service practicesAssessment 1 – Knowledge QuestionsSITXCCS016_A1_Knowledge Questions V1.0Responsible: AcademicPublished: October 2024Q41. Describe the policiesand proceduresthat may be in place to ensure quality customer servicesin each of the following areas:Acknowledging and greeting customers:Complaint and dispute management:Loyalty Programs:Presentation Standards (for the customer environment and service personnel):
Page 23 of 28RTO CODE: 40788CRICOS NO.: 03953D SITXCCS016 Develop and manage quality customer service practicesAssessment 1 – Knowledge QuestionsSITXCCS016_A1_Knowledge Questions V1.0Responsible: AcademicPublished: October 2024Pricing and service guarantees:Product quality:Refunds and cancellation fees:Response times:Staff training:Q42. Describe the policiesand proceduresthat may apply regarding authority levelsfor each of the following:Resolving complaints and disputes:Service issues:Customer Compensation:
Page 24 of 28RTO CODE: 40788CRICOS NO.: 03953D SITXCCS016 Develop and manage quality customer service practicesAssessment 1 – Knowledge QuestionsSITXCCS016_A1_Knowledge Questions V1.0Responsible: AcademicPublished: October 2024Q43. Identify the current Consumer Protection Legislation, relevant in your state.Q44. How do consumer protection lawsprotect the rights and interests of consumerswhen engaging in purchases and transactions?Q45. Outline the business's responsibilitiesregarding the nomination and charging of cancellation fees, as required by consumer protection laws.
Page 25 of 28RTO CODE: 40788CRICOS NO.: 03953D SITXCCS016 Develop and manage quality customer service practicesAssessment 1 – Knowledge QuestionsSITXCCS016_A1_Knowledge Questions V1.0Responsible: AcademicPublished: October 2024Q46. Explain the business legal requirements related to providing informationon potential price increasesto customers as per consumer protection laws.Q47. Describe the business's responsibilitiesconcerning refunds, as stipulated by consumer protection laws.Q48. Outline what businesses must do according to consumer protection laws when providing products as describedor offering suitable alternatives.
Page 26 of 28RTO CODE: 40788CRICOS NO.: 03953D SITXCCS016 Develop and manage quality customer service practicesAssessment 1 – Knowledge QuestionsSITXCCS016_A1_Knowledge Questions V1.0Responsible: AcademicPublished: October 2024Q49. Note there are two parts to this question…Explain why businesses must adhere to specific formatsand contentguidelineswhen developing policiesand procedures.ANDDescribe how the componentsand objectivesof policies and procedures relate to consumer protection laws.Q50. Outline the objectivesof consumer protections lawsand specific informationincluded within consumer protection lawsthat are relevant to each of the following customer service areas Nominating and charging cancellation fees Objectives:Specific information:Providing information on potential price increases :-Objectives:Specific information:
Page 27 of 28RTO CODE: 40788CRICOS NO.: 03953D SITXCCS016 Develop and manage quality customer service practicesAssessment 1 – Knowledge QuestionsSITXCCS016_A1_Knowledge Questions V1.0Responsible: AcademicPublished: October 2024Providing Refunds:-Objectives:Specific information:Providing Refunds:- Objectives:Specific information:Supplying products as described or substituting suitable products when unable:-Objectives:Specific information:Supplying products as described or substituting suitable products when unable:-Objectives:Specific information:
Page 28 of 28RTO CODE: 40788CRICOS NO.: 03953D SITXCCS016 Develop and manage quality customer service practicesAssessment 1 – Knowledge QuestionsSITXCCS016_A1_Knowledge Questions V1.0Responsible: AcademicPublished: October 2024