Provide Service to Customers
SITXCCS303
Written Assessment – 7 Mini Scenarios
Student Name:
Assessor Name:
Date:
Learning Outline
Within this resource, you will be covering the following key topics:
• Communicate with internal and external customers
• Deliver service according to defined standards
• Provide service to customers
• Respond to customer complaints
• Provide internal feedback on customer service practices
Using these key topics as a guide, you will work with your trainer/assessor to develop your skills and knowledge.
Assessment Guidelines
To successfully complete this unit you will be required to complete the following:
• Written Assessment : Mini Scenarios 1- 7
As part of this assessment, you will be required to access the following resources to support you in the assessment:
• Computer with internet access
• “Customer Sales Experience” steps
By completing this assessment online, it will form part of the evidence required to support your skills and knowledge to be deemed competent in this unit.
The role of your trainer/assessor is to assist and guide you through your learning journey to achieve your goals.
Written Assessment – Mini Scenarios
Written Assessment Instructions
• Read the following information to clearly understand what is required throughout each of the seven scenarios.
• Save and upload relevant documents onto the learning platform to support each of the seven scenarios
Written Assessment Overview
When providing a service to customers, it is important to adapt your customer service skills to a range of different situations, therefore as an employee you are required to apply high customer service standards to each of the following scenarios / questions.
1. Scenario: You work at a travel agency. You are on the telephone to a tour operator, and the call is not urgent. A customer enters the office and starts looking at the brochures for Thailand.
a. Describe how you would:
a. Greet the customer
c. Meet the customer needs
d. Develop rapport
b. Describe how you would communicate:
e. Verbally (spoken)
f. Non-verbally (body language)
2. Scenario: You work at a popular cafe. The cafe has a Facebook page, and you are in charge of communicating with the public via this medium. One customer has posted the following comment on the cafe’s Facebook wall:
“Had a terrible experience today. Was ignored for 5 mins, then they mixed up my order!
Don’t think I’ll go back.”
a. Describe how you would respond. (Write what you would write on Facebook)
b. Whom do you report this problem to?
3. Scenario: You work at a restaurant. You notice that a couple at a table (not in your area) has been drumming their fingers on the table, and looking at their watches. They appear bored.
a. Describe what you would do / how you should respond.
b. How would you communicate:
- Verbally: including the tone you would use?
- Non-verbally?
c. List three other non-verbal cues you may observe in customers, and explain their meaning and the appropriate way to respond to them.
4. Scenario: You work at the reception of a boutique hotel. You have a regular customer, Mr Heath, and you have booked him into his regular room on the third floor. This morning, the elevator malfunctioned and the repairs are estimated to take all day. Mr Heath arrives on crutches he sprained his ankle yesterday. All the rooms on the ground floor are currently occupied.
a. Describe what you would do.
b. How would you communicate:
• Verbally
• Non-verbally
c. How could electronic media be used to assist you in resolving this situation?
5. Scenario: Describe:
a. An example of customer feedback that you have shared with a supervisor or manager.
b. A recommendation to improve customer service to avoid future occurrence of a similar issue.
c. How teams throughout an organisation would use this feedback to recommend improvements on service practices.
6. Scenario: You work behind a bar. Your manager has instructed that if more than five customers are waiting to order, a second bar attendant must be called to help. A large delivery has arrived and your colleague is busy checking and unpacking the items. A party of twenty people arrive, and all want to order drinks.
a. Describe what you would do.
b. How do you communicate with the customer group?
c. How do you communicate with your colleague?
7. Scenario: You work as a waiter at a very expensive and busy restaurant where you have served a couple a three course meal with some of the best wines the restaurant offers. They seemed to be perfectly happy with the food and the service until you bring them the admittedly very large bill.
The couple then complains that the food was not good, the restaurant is noisy and that you served them in a rushed manner.
a. Describe how personal presentation could / would assist in handling the above situation.
b. How do you consult with them to seek solutions to their dissatisfaction?
c. If the outcome of your consultation with the couple is that they will pay the bill, but they wish to register a complaint with management; how do you handle this?
d. If the outcome of your consultation with the couple is that they want their meal for free; how do you handle this? (The policy for this restaurant is that only the manager can give discounts)
Ensure that you have
• Referenced where all sources have come from
• Uploaded your responses for each scenario in a manner that is easily identifiable to your assessor (e.g. SITXCCS303_Written Assessment Mini Scenarios 1-7 your name).