SITXCCS008: Develop And Manage Quality Customer Service Practices - Management Assessment Answer

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Management Assessment Answer

Subject Code: SITXCCS008 Internal Code: 6DJEF

Management Assessment Answer

Assignment Task: SITXCCS008 Assessment Task 1 - Unit Knowledge Test (UKT) Instructions:

This is an individual assessment.
The purpose of this assessment task is to assess the students’ knowledge essential to develop and manage quality customer service practices in a range of contexts and industry settings.
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.

Question 1: Define formal and Informal research techniques to obtain information on customer needs, expectations and satisfaction levels. Write your answer in 50-100 words. Question 2: Name any six (6) methods to provide opportunities for customers and staff to give feedback on products and services. Question 3: Mention any three (3) internal and any three (3) external environments that you should review to make ensure they may not affect the planning for quality service? Question 4: Read the below case study/scenario and answer the following questions: Question 5: List any six (6) types of policies and procedures for quality service provision. Question 6: Consider the case study/scenario in question 4 and provide any three (3) examples of how to communicate policies, procedures and expectations to staff in the workplace. Question 7: Scott Marshal has been to a restaurant for dinner with his family. He found the food was cold and unhygienically presented to them. The plate the food was on was also not hot. It was a very cold day and Scott felt that there should have been more prepared to manage clients accordingly. Scott wanted to report the incident to the management but there were no policies readily available to him. He queried staff about the complaints process, but they were also confused about the correct procedures to be followed. Please write any three (3) suggestions for policies to be readily available to customers and staff.

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SITXCCS008: Develop And Manage Quality Customer Service Practices - Management Assessment Answer

Management Assessment Answer

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SITXCCS008: Develop And Manage Quality Customer Service Practices - Management Assessment Answer

Management Assessment Answer

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