Teaching Program

The program is of forty (40) hours duration, comprising eight (8) hours per week for one teaching block of five (5) weeks.

The program will consist of four hours of lectures and four hours of tutorials per week

SITXCCS401 Enhance the Customer Service Experience Module Description

This unit describes the performance outcomes, skills and knowledge required to provide professional and personalised customer service experiences. It requires the ability to determine and meet customer preferences, develop customer relationships, respond to difficult service situations and take responsibility for resolving complaints

You are required to demonstrate skills in:

   communication to:

• determine customer needs and preferences through observation, questioning and active listening
• discuss service difficulties with team members and suppliers
• use probe questioning to gain information, clarify ambiguities and adequately understand customer complaints

   initiative and enterprise to:

• offer additional services and products
• proactively compensate for service difficulties   literacy to:
• read and interpret policies and procedures
• write entries into customer service data bases

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

problem-solving to identify and resolve difficult service situations and customer complaints self-management to take responsibility for customer service outcomes

teamwork to share customer information with team members to ensure efficient service delivery technology to use computers and data bases that manage customer profiles and promotional

activities.

You are required to demonstrate skills in:

principles and benefits of enhanced customer service experiences and positive communication techniques to anticipate customer preferences, needs and expectations throughout the service experience

conflict resolution techniques

value of staff and customer feedback in enhancing service delivery for the specific industry sector:

• professional service standards expected of service industry personnel
• attitudes and attributes expected by the service industries to work with customers
• accepted service standards and rituals
• different customer service needs and expectations
• types of customer loyalty programs
• the essential features and usage of the customer data base     for the particular organisation:
• designated response times for providing service and resolving complaints
• customer service policies and procedures including those for complaint handling
• promotional services offered.

SITXCC501 Manage quality customer service Module Description

This unit describes the performance outcomes, skills and knowledge required to develop, monitor and adjust customer service practices. It requires the ability to consult with colleagues and customers, develop policies and procedures for quality service provision and manage the delivery of customer service

You are required to demonstrate skills in:

    communication to:

• discuss customer service needs with staff and customers
• explain organisational policies and procedures for quality service provision
• discuss systemic customer service problems     critical thinking to:
• allow for a rational and logical evaluation of the characteristics and needs of the organisation in order to design tailored customer service practices
• monitor, evaluate and review practices

initiative and enterprise to instigate research on customer service requirements literacy to:

• read and interpret customer service surveys and unfamiliar complex documents on current industry trends and changes that affect service delivery
• research customer service requirements
• write comprehensive yet easily accessible policies and procedures that provide service expectations

numeracy to calculate and interpret customer satisfaction statistics

planning and organising to plan for, establish and regularly monitor all components of the customer service system

    problem-solving to identify systematic customer service problems and adjust policies and procedures to improve service quality

    self-management to take responsibility for customer service outcomes

teamwork to involve staff in the development of customer service practices and actively seek their ongoing feedback.

You are also required to demonstrate knowledge of:

principles of quality customer service for the specific industry sector:

• professional service standards expected of service industry personnel
• attitudes and attributes expected by the service industries to work with customers

    roles and responsibilities of management, supervisors and operational personnel for quality service provision

sources of information on current service trends and changes that affect service delivery methods of implementing quality service provision, including:

• developing, implementing and monitoring customer service policies and procedures
• staff involvement in the development of customer service practices
• evaluating staff and customer feedback

    methods of monitoring, measuring and evaluating:

• customer satisfaction
• business performance

    industry schemes aimed at improving customer service including accreditation schemes and codes of conduct

    objectives, components and comprehensive details of consumer protection laws that relate

to customer service. These would include the business‟ responsibility for:

• nominating and charging cancellation fees
• providing information on potential price increases
• providing refunds
• supplying products as described or substituting suitable products when unable     a range of formats for and inclusions of policies and procedures.

Course Requirements:

To achieve competency in this unit a student must:

• Demonstrate achievement of all learning outcomes
• Submit and satisfy the requirements of all assessable work

References:

Harris, E. (2003) Customer Service: A Practical Approach, Prentice Hall, New Jersey

Shephard, S. (1998) Managing Cross-cultural transition: A handbook for corporations, employees and their families, Aletheia Publications, New York

Tjosvold, D & Leung, K. (2003) Cross-Cultural Management: Foundations and Futures, Ashgate Publishing, Hampshire.

Morrison, T. Conaway, W. & Borden, G. (1994) Kiss, Bow or Shake Hands: How to do business in sixty countries, Adams media corporation, Massachusetts.

Weekly Schedule:

WEEK	TOPIC
1	product, service and market knowledge customer service roles in a hotel Activity one:
2	providing a quality service experience Activity two
3	Presentations activity three dealing with difficulties in customer service Activity four
4	managing client and customer information managing quality service delivery  Activity five
5	Assessment two

SITXCCS401 Enhance the Customer service experience

ASSESSMENT DETAILS

Assessment	Due
Assessment 1 Task 1 Profiling restaurant and customer‟s needs and expectations	Week 2
Assessment 1 Task 2 Training plan	Week 3
Assessment1 Task 3 Problem solving activity	Week 3
Assessment 1Task 4 Complaints resolution procedure	Week 4
Assessment 1Task 5 Promotion & Relationship Management	Week 4
Assessment 2 Customer Service – Written Test	Week 5

SITXCCS501 Manage Quality Customer Service

ASSESSMENT DETAILS

Assessment	Due
Assessment 3 Task 1 Case Study Report & Customer Survey	Week 3
Assessment 3 Task 2 Customer Complaint – Role Play	Week 4
Assessment 3 Task 3 Customer Complaint Letter	Week 4
Assessment 4 Customer Service – WrittenTest	Week 5

Due dates will be strictly enforced and failure to meet the requirements will result in NYC (fail) to be recorded against the student.

Assessment 1  – Short answer Questions and Tasks

Restaurant Profile example (C’est Bon Cairns)

Dining at C’est Bon Cairns is truly an experience for the palate! C‟est Bon prides

itself on being delightfully French yet still Affordable.

C‟est Bon has established itself as one of Cairns leading Dining Venues – a place where the sophistication of France meets the down to earth charm of the Tropical North. C‟est Bon‟s French Chefs culinary talents emerge each week with some great specials while still staying in touch with the customers desires.

So we invite you to join Nicolas and his team, to savour the mouth-watering delights created from Classic French Dishes by our French Chefs and indulge in some old French charm (with a French accent or two thrown in!)

C‟est Bon is a Restaurant for all occasions, but is still intimate enough for those looking for something special. We can cater to any Birthday, Anniversary or even a graduation or just a „congratulations‟ celebration!!! Just give Nicolas a call! He really has a flair for making an event special!

C’est Bon is situated only five minutes from the Convention Centre, located at the entrance to Village Lane in Lake Street, directly behind the Cairns International Hotel Sebel and the Sofitel Reef Hotel Casino.

C’est Bon offers a special Two and Three Course Business Lunch along with the A La Carte Menu Tuesday to Friday from 12pm which proves to be very popular with the locals. The Dinner Menu also offers great value with a Three Course Prix-Fixed Menu and a full Ala Carte Menu from Tuesday to Saturday from 6 pm onwards.

Task One: (Profiling restaurant and customer’s needs and expectations)

1. How do we get information about our customers?
   1. Create a profile for a restaurant of your choice
   1. Profile the customers who go to that restaurant
   1. Minimum 3 customers who would go to the restaurant, including customers expectations (Price, products, (service/food quality), staff, customers, atmosphere/design ect)

Task Two: (Training Plan)

Develop a training plan for staff on the following:

• How to advise customers about new products/services/personalisation
• Consider
  • New staff
  • Existing staff
  • Suppliers

This training plan should include monitoring and reviewing. (see appendix for an example)

Task Three: (Problem solving)

There has been a cyclone and tropical fruit has been difficult to source but your restaurant is well known for using these ingredients. How do you solve this problem and communicate with customers so they aren‟t disappointed?

Consider Who, what, when, why, where, way

Task Four: (Complaints resolution procedure)

Create a complaints resolution procedure for the restaurant that you‟ve profiled and follow

with a written scenario.

Task Five: (Promotion & Relationship Management)

§  How can you use a CRM database to maintain relationships with your customers?

• In the following table consider;
  • What information will the database store?
  • How will you use this information effectively?

Keep in mind privacy laws and how this applies to the information that you are gathering

Data	Use
date of birth

§

List 5 promotional marketing services you could create to grow and encourage repeat business?

SIT50313 Diploma of Hospitality

Appendix;

Training Session Plan

1.  Training Title: Advise customers about new products/services/personalisation 2.    Date: Trainer:Objectives: 5.
6.  Time	7.  Key Point	8.  Instructional Method	9.  Competency	10. Resources
11. 12. 13. 14.	15.	16.	17.	18.
19.	20.	21.	22.	23.
24.	25.	26.	27.	28.
29.	30.	31.	32.	33.
34.	35.	36.	37.	38.

Assessment 1 –Activities Result Sheet – HCS Customer Service

Student name
Student ID
Assessor name
Assessment Type	Written Activities
Overall  student performance	Response	Comments
S	NS
Task 1
Task 2
Task 3
Task 4
Task 5
THE STUDENT‟S KNOWLEDGE OVERALL WAS:	Satisfactory   ¨	Not satisfactory   ¨
Feedback:
Assessor’s signature
Date of assessment

Assessment Two Class Test

SITXCCS401

Enhance the customer service experience

Marks Allocation:     30 marks Duration:                    60 minutes

Instructions:

1. Complete all questions as directed.
2. Use only a blue or black pen. No pencils are permitted.
3. You must write legibly
4. The use of electronic translators is not permitted.
5. You must not talk at any time, including when you are leaving the room.
6. Copying and cheating is not allowed.
7. You must have your mobile phone switched off for the duration of the test.
8. Unless specified each question is ONE mark

Assessment 2 – Class Test Result Sheet – HCS Customer Service

Student name
Student ID
Assessor name
Assessment Type	Class Test
Overall  student performance	Response	Comments
S	NS
Q1
Q2
Q3
Q4
Q5
Q6
Q7
Q7
Q8
Q9
Q10
Q11
Q12
Q13
Q14
Q15
Q16
Q17
The student’s knowledge overall was:	Satisfactory   ¨	Not satisfactory   ¨
Feedback
Assessor’s signature
Date of assessment

Student Name		Student ID
Assessor Name		Date of Completion:
Assessments	Student Results
Satisfactory	Not Satisfactory	Not Completed
Assessment 1 – Activities	£	£	£
Assessment 2 – Class Test	£	£	£
Feedback to student:
Final Result:	£ Competent                             £ Not Yet Competent
Is Re-Assessment Required:	Yes                                          £ No
Assessor’s Signature		Date:
Student’s Signature		Date:

Assessment Three – Activities Task 1: What is Customer Service? CASE STUDY

Customers are everywhere and without them organisations would not be able to operate. This section introduces you to the elements of customer service and how customers evaluate their customer service experience mentally.

You will learn how customers categorise the elements as a perceived cost or a perceived benefit to determine whether they have received fair value. You will also learn how we can map the customers‟ experience, to determine

which of their interactions with us we need to focus on to deliver a perception of better

than fair value in the customer‟s mind.

Task 1A: Create a Customer Service Charter for your business? Sample provided on Blackboard from Medicare Australia

Task 1B

From your identified list of customers;

• Choose one (1) and provide a profile of this group.

• Describe how you would meet / exceed their needs and expectations.

Scenario: Would you come back to this resort?  Case Study

You have been staying at a five-star resort on Fitzroy Island. You had to fly from your home country, ride in a taxi for 30 minutes and then catch a local ferry which took 45 minutes. Your check-in experience was delightful. A welcoming band, a glass of sparkling wine, personal service you did not have to wait for and you were shown to your room by a smiling informed and informative attendant that did not expect a tip for their services.

The room was delightful with a balcony overlooking the sea. The amenities at the resort were truly first class. They included a championship golf course, spa, gym, indoor and outdoor swimming pools, tennis courts, four restaurants a child minding service and a wide range of activities and tour options. You were paying top dollar, but the facilities were  worth it.

There were a few glitches though – probably no-ones fault.

Your first night at your choice of restaurant, you were turned away as they were full. Apparently you should have been told at check-in to book early as that restaurant was always popular.

Your second night when you had booked early, you were put into a small alcove off the kitchen almost as if you were an afterthought. You had trouble getting the waiter‟s attention from your position and went without drinks for most of the night. The food was good though.

Golf was more expensive than you thought, and you were really surprised how much they charged for clubs and shoe hire. What is more, it rained heavily by the fourth hole and by the ninth you were soaked. You asked for a refund as the course was unplayable. You were informed that under club rules the course was not unplayable, so you could not get a refund.

Aside from these irritations and the cancellation of a tour you had wanted to go on because there were insufficient numbers, the stay was enjoyable. There were also many highlights, such as the really friendly and helpful spa staff who made your time so relaxing you wanted to go again and again.

Task 2

Part A:           ANALYSE THE SITUATION – THE CUSTOMERS’ PERSPECTIVE

• Create a questionnaire to measure existing customer satisfaction (10-12 questions)
• You have visited the hotel and are asked the following questions. Did you get good customer service?

Would you come back to this resort?

Was it value for money (fair value) when you considered the travel/ cost?

Part 2B:        Customer Service Experience: Research the problem

Identify and comment on your experience throughout the following stages of your holiday.

Travel to your hotel

Check-in Experience

Escorted to your room

Room

Amenities / Facilities

Golf course / tennis courts

Spa / Gym / Pool

Restaurants

Tour Options

Check-out Experience

Part 2C:         CUSTOMER SERVICE POLICY – THE HOTEL’S PERSPECTIVE

Your comments above form a framework to develop systems in the hotel so that future guests do not have the same negative experience, or can enjoy the positive ones.

Only you will know because, „customer service‟ is judged by the customer

It depends on what they value; what they perceive, and their mood.

(i)  Create 5 policies from the above.

1. Travel to your hotel

2.Check-in Experience

3.Shown to your room and tour of your accommodation

4.Amenities / facilities

5. Check out experience

• How do you communicate these new standards with staff….