SITXCCS006 Student Assessment Tool

PROVIDE SERVICE TO
CUSTOMERS
SITXCCS006
Student Assessment Tool

NEW YORK COLLEGE
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New York College Pty Ltd trading as New York College V1.0 December 2018
ACN 610 034 985 ABN 70 610 034 985 TOID 41532 CRICOS 03502J
Website: www.newyorkcollege.edu.au Phone: + 61 07 3848 4354
1009 Ipswich Road, Moorooka, QLD 4105
NEW YORK COLLEGE
Assessment Summary Sheet

Unit SITXCCS006 Provide service to customers
Pre-Requisite Units Nil
Student Name
Student I.D. Number

Result
Please attach assessment evidence to this form
S = Satisfactory
NS = Not Satisfactory
Final Assessment Result for this Unit
NA = Not Assessed
Date of assessment: Assessment 1 Case Study S | NS | NA
Date of assessment: Assessment 2 Practical Observation S | NS | NA
Unit Outcome  Competent  Not Yet Competent  Not Assessed

Re-assessment Required  Yes  No
This form is to be completed by the assessor and used a final record of student competency.
All student submissions including any associated assessment cover sheets (outlined below) are to be
attached to this cover sheet before placing on the students file.
Student results are not to be entered onto the Student Database unless all relevant paperwork is completed
and attached to this form.
Assessor Feedback:
Student Declaration: Assessor Declaration:

I declare that the evidence I have submitted for this unit Assessor:
of competency is my own work and that: I declare that I have conducted a fair, valid, reliable and
 I have been assessed in this unit. flexible assessment of this assignment in accordance to the
 I have been provided with feedback. Principles of Assessment and the Rules of Evidence as
 I have been advised of my result. outlined in the Standards for RTOs 2015.
 I am aware of my appeal rights.
I have provided appropriate feedback. I also declare that I
have undertaken the indicated assessment integrity
checks:
 Check for plagiarism
 Check for Copying/Collusion/Authenticity (learner’s
Student name: ____________________ own work)
 Cheating or use of model answers
Signature: _____________________ Assessor name: ___________________
Signature: ____________________________
Date: ____/_____/_____ Date: ____/_____/_____
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Unit Summary
The purpose of assessment for this unit is to gather evidence of the student’s competence
against the elements, as well as skills and underpinning knowledge, required to Provide service
to customers.
This unit describes the performance outcomes, skills and knowledge required to communicate
effectively with and provide quality service to both internal and external customers. It requires
the ability to establish rapport with customers, determine and address customer needs and
expectations, and respond to complaints.
The unit applies to those frontline service personnel who deal directly with customers on a daily
basis and who operate with some level of independence and under limited supervision.
This includes individuals working in a range of tourism, travel, hospitality and events contexts.
No occupational licensing, certification or specific legislative requirements apply to this unit at the
time of publication.
Elements of the unit

1. Communicate with internal and external customers.
2. Follow defined organisational standards when delivering service.
3. Provide service to customers.
4. Respond to customer complaints.
5. Provide internal feedback on customer service practices.
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Overview of Assessments
SITXCCS006 Provide service to customers
There are two (2) assessment tasks in this unit, and you must complete all assessments satisfactorily
in order to be marked competent in this unit.
The assessment for SITXCCS006 consists of:
Assessment 1 – Case Study

 You are to answer all questions.
 Read each question carefully. Ensure you have provided all required information.
 On completion, submit your assessment to your assessor.
Assessment 2 – Practical Observation

1. You are required to wear a complete uniform applicable to your area of training or as
instructed
2. Your personal presentation must reflect the standards typically expected and acceptable in
the hospitality and tourism industry.
3. You will be observed completing each of the following tasks set out below.
4. The practical observations for this unit of competency include the following requirements
listed for each task
Part A.
You will be observed demonstrating how you identify customer requirements and provide
effective
service to 6 different customers:
1. 3 different internal customers

2. 3 different external customers
Part B.
You will be observed demonstrating how you respond to 3 different customer complaints
according to organisational policies and procedures
The observation criteria below provide a guideline for criteria relevant for each task.
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Information for Students

Please read all the information given to you when you receive this assessment guide. If you do not
understand any part of this assessment guide, please inform your assessor/trainer.
To achieve competency, you must satisfactorily complete all assessment tasks within the date and
time allotted by your assessor/trainer. This will demonstrate that you have all the required skills,
knowledge for this unit. An overview of the skills and knowledge to be assessed in this unit is
provided in this Assessment Guide.
Students who present copied or plagiarised assessments are considered participants in the act of
academic misconduct which would lead to disqualification of their submitted work. (Read the
section on Plagiarism and Assessment Dishonesty below.)
The assessments are intended to be equitable, fair and flexible. All the information, skills and
knowledge being assessed by the assessments has been based on theory and skills delivered to you
during classes and meet the requirements of the unit of competency.
Submitting Assessment Tasks
You must submit assessment tasks with the provided cover sheet.
ALL tasks must be completed in legible English. It is preferable that tasks submitted for assessment
are typed. Where this is not possible or where room is provided on a paper for short answers, you
must write clearly. Unreadable assessment tasks will be returned unmarked.
You must submit assessments on or before their due date. Extensions for individual assessment
tasks may be negotiated in specific circumstances according to NYC’s Policy and Procedures. To
arrange an extension, you must speak to your assessor prior to the due date. Extensions due to
illness will require a medical certificate. Extensions must be confirmed by trainers in writing.
Assessment Outcomes
There are two outcomes of assessments: S = Satisfactory and NS = Not Satisfactory (requires more
training and experience).
You will be awarded C = Competent on completion of the unit when your assessor is satisfied that
you have completed all assessments and have provided the appropriate evidence required to meet
all criteria. If you fail to meet this requirement you will receive the result NYC = Not Yet Competent
and will be eligible to be re-assessed in accordance with the NYC’s policies and procedures.
Re-assessment
Students will be allowed to sit for up to two further attempts at a practical assessment item or test
question for which the outcome is Not Satisfactory within the timeframe of a course (unit of
competency). Students judged as NS in an assessment will be allowed to resubmit if they have
attended all practical classes for the related unit.
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Student Access to Records

Students have the right to access current and accurate records of their participation and results at
any time. You may request to see your results or attendance sheets from Administration on request.
You will be required to show proof of identification.
Support
You may seek clarification about any assessments at any time from your assessor. Your assessor will
only assist or intervene during an assessment if there is a risk of injury to yourself or one of your
class members.
Adjustments for students with special needs
Students who have special needs may be allowed reasonable adjustment in line with the NYC’s
Policies and Procedures. This means that there may be modifications to the way in which evidence
of your competence is gathered. However, it will not change the standards or outcomes you must
achieve. It could include alternate methods of assessment the assist the student.
If you consider that you need any special considerations in relation to assessment of the unit, please
contact the Course Coordinator.
Appeals
If you are not happy with your results:
1. Your assessment may be reassessed upon appeal
2. Your assessor/trainer may provide you with alternate options of assessment in order to gain
competency depending on initial results
3. If you are still unhappy about your assessment results after following the steps mentioned
above, you may submit a formal complaint in accordance with NYC’s Complaints and Appeals
Policy.
Plagiarism and Assessment Dishonesty
The New York College (NYC) is committed to ensuring that all students behave with integrity when
undertaking an assessment. Therefore, it is essential that you understand the principles underlying
assessment integrity and behave in a manner according to these principles.
Please read the following information and please ensure you have access to and have read the
plagiarism and assessment dishonesty policy. This policy can be found on the NYC’s website and is
also discussed in your induction prior to commencing the course.
What is Plagiarism and Assessment Dishonesty?
Plagiarism is copying, paraphrasing or summarising, without appropriate acknowledgement, the
words, ideas, scholarship and intellectual property of another person. This remains plagiarism
whether or not it is with the knowledge or consent of that other person. Plagiarism has also taken
place when direct use of others' words is not indicated, for example by inverted commas or
indentation, in addition to appropriate citation of the source.
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Each individual student is responsible for ensuring that they are fully informed about methods of
acknowledgement appropriate to any piece of assessable work that they submit.
Assessment dishonesty includes plagiarism, collusion, the fabrication or deliberate
misrepresentation of data, and failure to adhere to the rules regarding examinations in such a way
as to gain unfair assessment advantage.
Collusion is the involvement of more than one individual in an instance of assessment dishonesty. All
parties involved in such collusion are in breach of the principles of assessment honesty (unless there
is good evidence of innocent involvement). "Collusion" needs to be distinguished from
"collaboration", defined for the purposes of this document as work jointly undertaken and
produced.
Incidence of Plagiarism or Assessment Dishonesty

If the New York College believes any act of plagiarism and assessment dishonesty has occurred, the
student/s will be contacted and will be given an opportunity to explain their case. Should this be
repeated the student will be penalised. Penalties include re-submitting the assessment task or unit
and for repeated offences, re-sitting the unit at student’s own cost or cancellation of enrolment.
How information will be handled: All information regarding an incident of plagiarism or assessment
dishonesty will be recorded as per NYC’s Plagiarism and Assessment Dishonesty Policy. Only relevant
staff members will be given access to the information as required by state and federal privacy laws.
I have read and understand the information provided above and also understand and accept that
any act of plagiarism and academic dishonesty may have penalties including cancellation or
suspension of my enrolment with New York College. I further declare that:
 All assessment work submitted for this unit competency is my own original work and plagiarism
and collusion has not occurred.
 Assessment work is not copied nor has not been submitted for any other unit/course.
 I have taken proper care and effort to ensure my work has not been copied by another person.
 I understand the consequences of engaging in plagiarism as described in NYC’s Plagiarism and
Assessment Dishonesty Policy and I have obtained and read the Plagiarism and Assessment
Dishonesty Policy.
Student Signature: ............................................................... Date: ....../....../.......
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Assessment Cover Sheet

ASSESSMENT 1: Case Study
Student Name
Student I.D. Number
Unit(s) of Competency and Code(s) SITXCCS006 Provide service to customers
Trainer/Assessor
Assessment Task Case Study
Date of Assessment
Assessment
Outcome
 Satisfactory  Not Satisfactory  Not Assessed
Comments /Feedback
Statement of Authenticity
I acknowledge that I understand the requirements to complete the assessment tasks
The assessment process including the provisions for re-submitting and academic appeals were
explained to me and I understand these processes
I understand the consequences of plagiarism and confirm that this is my own work and I have
acknowledged or referenced all sources of information I have used for the purpose of this
assessment
I have made a photocopy or electronic copy or photograph of my assessment task, which I can
produce if the original is lost.
Student Signature: Date: / /201

I declare that I have conducted a fair, valid, reliable and flexible assessment with this student,
and I have provided appropriate feedback. I also declare that I have undertaken the indicated
assessment integrity checks.
Assessor Signature: Date: / /201
=================================TEAR HERE ==================================

RECEIPT OF LODGEMENT
Student Name Student ID
Unit: SITXCCS006 Provide service to customers Assessment Case Study
Trainer Name Date submitted:
Received by: Signature: Date received:
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Assessment Guidelines
Assessment Method
You are required to address each question in this assessment.
Once you have completed all questions, check all responses and calculations.
Your trainer will be providing you with feedback.
Submission instructions
The student is to submit the completed assessment with all answers to the trainer.
Ensure that the student includes the assessment cover sheet and signs the declaration section.
The assessment task is due on the date specified by the assessor.
Assessment conditions
This is an individual written assessment.
This is a closed book assessment.
The student must complete this task independently.
This assessment will take approximately 2 hours to complete.
The student must complete this task in the space provided in this assessment tool. If the student
needs more space, please provide additional sheets and ask the student to attach those to this
assessment tool.
What will be assessed
The purpose of this assessment is to assess you underpinning knowledge to complete the tasks
outlined in the elements and performance criteria for this unit of competency and relating to the
following aspects:
principles of quality customer service and positive communication

appropriate non-verbal communication for customer service:
o body language
o culturally specific communication customs and practices
o dress and accessories
o gestures and mannerisms
o use of space
o voice tonality and volume
methods for enhancing service delivery in response to staff and customer feedback
specific industry sector:
o professional service standards expected of service industry personnel
o attitudes and attributes expected by the service industries to work with customers
o standards of personal presentation and hygiene
o different customer service and communication expectations, especially those with special
service needs
particular organisation:
o types of customers
 external
 internal
 new
 regular or repeat
 visitors
o designated response times for acknowledging customers and their enquiry
o personal presentation and hygiene standards
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customer service policies and procedures, in particular those for:

o acknowledging and greeting customers
o complaint and dispute management
o empowerment of different levels of personnel to resolve complaints, disputes, service
issues and customer compensation
o loyalty programs
o presentation standards for customer environment, customer service personnel, and
documents and promotional materials
o pricing guarantees
o product quality
o refunds and cancellation fees
o response times
o service guarantees
o training staff for customer service and complaint handling
awareness of special needs, customs and practices of various social and cultural groups of
customers in regards to:
o modes of greeting, farewelling and conversation
o body language and body gestures
o formality of language
o clothing
methods of collecting feedback:
o formal:
 surveys
 interviews
 structured questioning
o informal:
 observation
 casual discussion
essential features, conventions and usage of different types of communication techniques and
equipment.
Resource Requirements
Pen, Paper, computer with access to email, printer and teacher’s email address.
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Assessment 1
Case Study
Your task: Read the following letter and answer the questions below. Each question must be
completed.
25A/ 368 Lexington Avenue

Manhattan
New York 10037
USA
Dear Sir/Madam
My family and I have recently experienced a 5 day stay in your hotel. This was our first visit to Australia and a special treat
for our teenage children. Unfortunately we have returned home very disappointed with our holiday. As a customer service
manager myself, I feel it worth bringing to your attention some downfalls in your hotel operation.
Firstly, we had pre-booked a private transfer from the airport to your accommodation via your reservation department.
Although I did not receive any written confirmation your employee Jane assured me via a telephone conversation that she
would organise this. As we arrived after a tiring 20 hour flight this service was nowhere to be seen, instead we had to
catch a taxi. To make matters worse, the driver had no idea where your hotel was located so we were driven via a
considerably longer route to your establishment.
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On arrival your two bellhops were stationed at their desk, but seemed to be more preoccupied with what I believe to be
‘internet surfing’ than helping us with our bags. They were slouched over the desk engrossed in whatever they were
viewing on the computer screen. We consequently shifted our luggage in from the taxi ourselves.
The service in your reception area wasn’t much better! The girl at first had trouble locating our reservation and then when
she did she told us, rather abruptly, that we would have to wait another hour until our room would be ready. Although we
did request an early arrival, and only arrived a little before the check in time of 1pm, I was surprised that allowances
couldn’t have been made considering we have travelled from such a far distance and were all extremely tired and
jetlagged. At this time I also questioned the ‘missing’ airport transfer for which I was not given any apology, just told that it
would be investigated. During my stay not one representative from your venue provided any explanation. To make matters
worse the charge was still placed on my bill which I then had to dispute on departure. Further, I found the receptionist’s
attire to be less than desirable. Her uniform seemed to be stained, ill fitting and missing a button. Her hair was long and it
hung over her face. She had multiple piercings in each ear. I would be interested to see your establishment’s dress code.
The rest of the stay didn’t improve. We had requested an early morning maid’s service each day but on two occasions we
arrived back to our room after 3pm and the rooms still hadn’t been made up. Our ‘included’ breakfast caused confusion
each morning, with the restaurant cashier having to verify this each day with the front desk. On one occasions we booked a
table in your fine dining restaurant with a request for kosher provisions. We were told that this was no problem; however
the chef in charge confused kosher with halal provisions on that occasion and our celebration dinner consisted of a
selection of vegetables instead. Finally on our last day the requested wakeup call was not provided and consequently we
had to skip breakfast and hasten our departure to catch our return flight.
This holiday to Australia was a complete disappointment. My wife and I had planned and saved for this trip a year in
advance. It is unlikely now that we will ever return to Australia and I will ensure that if any of our friends do make the trip
that they avoid your hotel accommodation and your entire chain of properties.
Regards
Hank Washington Jnr

__________________________________________________________________________________________
________
1. The Washington family was very disappointed with their Hotel Futura stay. Identify 8 problems
they experienced and provide a suggestion for more appropriate service/behaviour/
communication.
Downfalls Recommended Standard
1.
2.
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3.
4.
5.
6.
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7.
8.
2. Assume that Mr Washington approached you, the receptionist, during their stay and raised
these concerns then. Provide a step by step explanation for how you would handle Mr
Washington’s complaint in person.
Step-by-Step Procedure
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3. If you felt the complaint was above your scope of responsibility, who would you recommend to
intervene and assist?
Response
4. Assume that Mrs Washington has a mobility impairment and is confined to a wheelchair.
Provide 6 service provisions that could be extended to Mrs Washington relevant for the Tourism
and Hospitality industry
Service provisions
1.
2.
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3.
4.
5.
6.
5. Unlike the Washingtons, some guests of Hotel Futura do not speak English. List 5 techniques you
could employ to be able to better communicate with non-English speaking customers.
Techniques to communicate where language barriers exist

1.
2.
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3.
4.
5.
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6. On the template below, design an appropriate uniform for use in your department, inclusive of
footwear. Provide the character with facial features and grooming standards that would apply to
a typical hospitality employee. Provide a brief written description to the side to support your
sketch.
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7. The Tourism, Hospitality and Event Industry is reliant on strong teamwork. List 7 characteristics
of an effective team.
Characteristics of an effective team

1.
2.
3.
4.
5.
6.
7.
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8. Many guests at Hotel Futura come from diverse backgrounds: some are Indian, Muslims, Jewish,
German and Japanese. Identify 6 cultural requirements you may need to accommodate or
provide for people from these backgrounds.
Provisions to provide for cultural requirements

1.
2.
3.
4.
5.
6.
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9. The General Manager of Hotel Futura has delegated the responsibility of fixing the internal
problems highlighted in Mr Washington’s letter to the 4 department managers. List at least 6
steps the team of managers should follow in order to get the task completed.
Steps to resolve the internal service issues identified by the Washington family
1.
2.
3.
4.
5.
6.
7.
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10. Draft a letter of reply to Mr Washington, apologising and thanking him for bringing the service
downfalls to your attention. Ensure that your reply letter is structured in alignment with the
‘rules’ of written communication (accuracy, simplicity, sequential flow of thoughts and use of an
appropriate and professional tone).
Print the letter and attach it to this case study.
11. List all the policies and procedures which should be in place in the establishment to prevent the
occurrences in this case study. What would these need to include?
Policies or Procedures Details to be included
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12. The General Manger has suggested that in future all departments must collect feedback to
consistently enable the organisation to monitor customer satisfaction and enhance continuous
improvement.
List 3 formal and 2 informal methods which can be used for collecting feedback:
Formal method of collecting feedback Informal method of collecting feedback
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13. You are the receptionist at Hotel Futura.

Mrs Joan Myers has telephoned you today, Wednesday 15 June at Hotel Futura. She has
requested a quote for 3 different lunch menus, which you have discussed with her in detail, to
be emailed to her. Her email address is (use your teacher’s email address).
The all-inclusive price for each menu is:
Menu 1 $ 21.50
Menu 2 $ 23.50
Menu 3 $ 27.80
A. Write an email to Mrs Myers, quoting the prices for each menu.
B. Ensure correct format, appropriate language and spelling
C. Include your name and position in the footer
D. Email the quote to your teacher’s email address.
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Assessment Cover Sheet

ASSESSMENT 2: Practical Observation
Student Name
Student I.D. Number
Unit(s) of Competency and Code(s) SITXCCS006 Provide service to customers
Trainer/Assessor
Assessment Task Practical Observation
Date of Assessment
Assessment
Outcome
 Satisfactory  Not Satisfactory  Not Assessed
Comments /Feedback
Statement of Authenticity
I acknowledge that I understand the requirements to complete the assessment tasks
The assessment process including the provisions for re-submitting and academic appeals were
explained to me and I understand these processes
I understand the consequences of plagiarism and confirm that this is my own work and I have
acknowledged or referenced all sources of information I have used for the purpose of this
assessment
I have made a photocopy or electronic copy or photograph of my assessment task, which I can
produce if the original is lost.
Student Signature: Date: / /201

I declare that I have conducted a fair, valid, reliable and flexible assessment with this student,
and I have provided appropriate feedback. I also declare that I have undertaken the indicated
assessment integrity checks.
Assessor Signature: Date: / /201
=================================TEAR HERE ==================================

RECEIPT OF LODGEMENT
Student Name Student ID
Unit: SITXCCS006 Provide service to customers Assessment Practical Observation
Trainer Name Date submitted:
Received by: Signature: Date received:
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Assessment Guidelines
Assessment Method
1. You are required to wear a complete uniform applicable to your area of training or as instructed
2. Your personal presentation must reflect the standards typically expected and acceptable in the hospitality
and tourism industry.
3. You will be observed completing each of the following tasks set out below.
4. The practical observations for this unit of competency include the following requirements listed for each task
Part A.
You will be observed demonstrating how you identify customer requirements and provide effective
service to 6 different customers:
1. 3 different internal customers

2. 3 different external customers
Part B.
You will be observed demonstrating how you respond to 3 different customer complaints
according to organisational policies and procedures
The observation criteria below provide a guideline for criteria relevant for each task.
Submission instructions
Ensure that the student completes the assessment cover sheet and signs the declaration section.
The assessment task is due on the date specified by the assessor.
Assessment conditions
Skills must be demonstrated in an operational business environment where customers are served. This can be:
 an industry workplace
 a simulated industry environment.
Assessment must ensure access to:
 organisational policies, procedures and templates relating to:
 customer service standards
 designated response times
 presentation standards
 procedures for dealing with customer complaints
 customer surveys and feedback collection
 recording and reporting customer feedback
 internal and external customers with different cultural backgrounds and special service needs with whom the
individual can interact; these can be:
 customers in an industry workplace during the assessment process; or
 individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a
simulated industry environment operated within a training organisation.
Assessors must satisfy the Standards for Registered Training Organisations requirements for assessors.
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What will be assessed

The purpose of this assessment is to assess your ability to complete tasks outlined in elements and
performance criteria of this unit in the context of the job role, and:
identify customer requirements and provide quality customer service to three different internal and three different
external customers to meet requirements
provide service to above customers in line with organisational customer service standards and within designated
organisational response times
demonstrate procedures to respond to and resolve three different customer complaints according to organisational
policies and procedures
demonstrate effective communication with the above internal and external customers, including any with special
needs
seek formal and informal feedback from customers on above service.
Resource Requirements
Refer to assessment conditions.
For this assessment a full set of organisational policies and procedures relevant for the customer service charter must
be provided to the student
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Assessment 2
Your task:
PART A
You will be observed demonstrating how you identify customer requirements and provide effective service to 6 different
customers as listed in the table below.
Instance Date Duration from ... to...

Instance 1: Customer service to 1
internal customer
Customer profile –
Details:
What is the service

provided:

internal customer
Details:
What is the service

provided:

internal customer
Details:
What is the service

provided:
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external customer
Details:
What is the service

provided:

external customer
Details:
What is the service

provided:

external customer
Details:
What is the service

provided:
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Criteria – 3 Internal Customers 1.Instance 2.Instance 3.Instance

Communication, organisational standards and service
S NYS S NYS S NYS Comments
provisions
The presence of a customer is recognised
Where engaged in a task (phone etc.) the customer is acknowledged
The customer is prioritised over any work duties undertaken
The customer is greeted in a friendly, professional manner
Eye contact or body language from customer to signal assistance is
required is recognised by student
Rapport is established with the customer
Active listening is used to identify customer’s needs
Active questioning is used to clarify or verify customer enquiries
Where a call is received, the phone is answered to organisational
procedures – guideline of maximum 3 rings
Where a communication medium using voice is used, the student
speaks in a polite, friendly manner
Where a written communication takes place, the greeting and
format of correspondence is correct and appropriate for the purpose
All external correspondence is followed up within organisational
timeframes
External enquiries including quotes or orders are responded to by
using a communication medium as specified by the organisation (for
example email/ in writing)
Products are demonstrated and explained
Products matching suitability are emphasised
Where relevant, options are offered
The body language/ signals of the customer are considered
Opportunities for suggestive or up-selling are used appropriately
The service is provided in a time efficient manner
Operational issues are identified promptly and acted upon:
The service level provided was of professional standard
Student uniform is clean and neat to industry standards
Personal presentation is neat and professional
Personal hygiene is clean and neat
Special needs are provided for as relevant
Provide feedback on customer service
Any issues are reported
Pro-actively seeks feedback on service provided from customer
Feedback from customers is recorded and communicated with
supervisors/colleagues as relevant
Criteria – 3 External Customers 1.Instance 2.Instance 3.Instance
Communication, organisational standards and service
S NYS S NYS S NYS Comments
provisions
Eye contact or body language from customer to signal assistance is
required is recognised by student
Rapport is established with the customer
Active questioning is used to clarify or verify customer enquiries
Where a call is received, the phone is answered to organisational
procedures – guideline of maximum 3 rings
Where a communication medium using voice is used, the student
speaks in a polite, friendly manner
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Where a written communication takes place, the greeting and

format of correspondence is correct and appropriate for the purpose
All external correspondence is followed up within organisational
timeframes
External enquiries including quotes or orders are responded to by
using a communication medium as specified by the organisation (for
example email/ in writing)
Products are demonstrated and explained
Products matching suitability are emphasised
Where relevant, options are offered
The body language/ signals of the customer are considered
Opportunities for suggestive or up-selling are used appropriately
The service is provided in a time efficient manner
Operational issues are identified promptly and acted upon
The service level provided was of professional standard
Student uniform is clean and neat to industry standards
Personal presentation is neat and professional
Personal hygiene is clean and neat
Provide feedback on customer service
Any issues are reported
OVERALL RESULT OF Satisfactory Not Yet Satisfactory
ASSESSMENT
Feedback to Student:
Assessor(s) Signature(s): Date

Student Signature Date
PART B
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You will be observed demonstrating how you respond to 3 different customer complaints according to organisational
policies and procedures

Instance 1: Responding to a customer
complaint
Details:
Customer Complaint
nature:

complaint
Details:
Customer Complaint
nature:

complaint
Details:
Customer Complaint
nature:
Criteria 1.Instance 2.Instance 3.Instance

NEW YORK COLLEGE
Respond to complaints S NYS S NYS S NYS Comments

Appropriate methods are used to enquire about customer’s needs
The issue is identified and clarified
Student deals with customer in an empathetic manner
Student remains calm and focussed
Student follows the customer service procedures as outlined in the
organisational policies
Solutions for the complaint are identified with the customer
Student resolves routine issues according to own level of
responsibility
Where issue remains unsatisfactory the procedure for assistance
from a supervisor is explained to the customer
The customer is introduced to the supervisor/superior and the
matter is escalated as instructed for the purpose of the assessment
The customer is farewelled in a professional manner
All details are recorded or stored as relevant
The organisational policies and procedures have been followed
Provide internal feedback on customer service practices
Recurring problems and complaints from customers are
communicated with superiors as per organisational procedures.
OVERALL RESULT OF Satisfactory Not Yet Satisfactory
ASSESSMENT
Feedback to Student:
Assessor(s) Signature(s): Date

Student Signature Date

SITXCCS006 Student Assessment Tool

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SITXCCS006 Student Assessment Tool

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PROVIDE SERVICE TO

Student Assessment Tool

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Assessment Summary Sheet

Pre-Requisite Units Nil

Student I.D. Number

Unit Outcome  Competent  Not Yet Competent  Not Assessed

Student Declaration: Assessor Declaration:

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Elements of the unit

2. Follow defined organisational standards when delivering service.

3. Provide service to customers.

4. Respond to customer complaints.

5. Provide internal feedback on customer service practices.

The assessment for SITXCCS006 consists of:

Assessment 1 – Case Study

Assessment 2 – Practical Observation

1. 3 different internal customers

Information for Students

Student Access to Records

Incidence of Plagiarism or Assessment Dishonesty

Student Signature: ............................................................... Date: ....../....../.......

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Assessment Cover Sheet

Student Signature: Date: / /201

Assessor Signature: Date: / /201

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principles of quality customer service and positive communication

customer service policies and procedures, in particular those for:

25A/ 368 Lexington Avenue

Hank Washington Jnr

Downfalls Recommended Standard

Techniques to communicate where language barriers exist

Characteristics of an effective team

Provisions to provide for cultural requirements

Policies or Procedures Details to be included

Formal method of collecting feedback Informal method of collecting feedback

13. You are the receptionist at Hotel Futura.

Assessment Cover Sheet

Student Signature: Date: / /201

Assessor Signature: Date: / /201

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1. 3 different internal customers

What will be assessed

seek formal and informal feedback from customers on above service.

Instance Date Duration from ... to...

What is the service

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What is the service

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What is the service

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What is the service

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What is the service

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What is the service

Criteria – 3 Internal Customers 1.Instance 2.Instance 3.Instance

Where a written communication takes place, the greeting and

Assessor(s) Signature(s): Date

Instance Date Duration from ... to...