SITXCCS016 Assessment Workbook v1.1 March 2024

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P: +61 2 8820 0205 | E: studentsupport@csb.edu.au | CRICOS Code: 03867B | RTO ID: 45629
Assessment Workbook
SITXCCS016 Develop and manage quality
customer service practices
Student Name YASH

Student Id
Submission Date
Assessor Name
Business this
assessment is based Blue Healer Resort
on
Role assumed to
complete this Operations Manager
assessment
SITXCCS016 Assessment Workbook – v1.1 March 2024
Page 2 of 38
Table of Contents
Student Assessment AgreementStudent Declaration
Introduction 3
Assessment for this unit 4
Assessment Task 1: Knowledge questions 5
Information for students 5
Questions 7
Assessment Task 1: Checklist 11
Assessment Task 2: Develop customer services policies and procedures 13
Activities 14
Assessment Task 2: Checklist Error! Bookmark not defined.
Assessment Task 3: Monitor customer service practices 22
Activities 23
Assessment Task 3: Checklist Error! Bookmark not defined.
Final Results Record Error! Bookmark not defined.
References 37
Note: Please update the page numbers once you complete this workbook!

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Student Assessment Agreement
Make sure you read through the assessments in your student assessment
booklet before you fill out and sign the agreement below.
If there is anything that you are unsure of, consult your assessor prior to signing
this agreement.
Have you read the assessment requirements for this unit? ✘ Yes No
Do you understand the requirements of the assessments ✘ Yes No
for this unit?
Do you agree to the way in which you are being assessed ✘ Yes No
Do you have any specific needs that should be considered Yes ✘ No
If so, explain these in the space below:
Do you understand your rights to reassessment? ✘ Yes No

Do you understand your right to appeal the decisions made ✘ Yes No
in an assessment?
Student Name
Student Id
SITXCCS016 Develop and manage quality customer
Unit Code & Title
service practices
Student Signature
Date
Assessor Name
Assessor Signature
Date
Student Declaration
To be filled out and submitted with assessment responses:
✘ I declare that this task is all my own work and I have not cheated or
plagiarised the work 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 process explained to me.
✘ I have correctly referenced all resources and reference texts throughout
these assessment tasks.
Student Name
Student Id
Unit Code & Title
service practices
Student Signature
Date

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Introduction
Welcome to the Student Assessment Tasks for SITXCCS016 Develop and manage
quality customer service practices. These tasks have been designed to help you
demonstrate the skills and knowledge that you have learnt during your course.
Please ensure that you read the instructions provided with these tasks carefully.
You should also follow the advice provided in the CSB Student User Guide. The
Student User Guide provides important information for you relating to
completing assessment successfully.
Assessment for this unit

For you to be assessed as competent, you must successfully complete three
assessment tasks:
 Assessment Task 1: Knowledge questions – You must answer all questions
correctly.
 Assessment Task 2: Develop customer services policies and procedures –
You are required to research the standard of customer service provided at
a case study resort. You will then develop customer service policies and
procedures and give a training session to staff to improve the quality of
the resort’s customer service practices.
 Assessment Task 3: Monitor customer service practices – You are required
to monitor the affect that your changes to the company’s customer
service practices has had on the standard of customer service.

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Assessment Task 1: Knowledge questions
Information for students

Knowledge questions are designed to help you demonstrate the knowledge
which you have acquired during the learning phase of this unit. Ensure that you:
 review the advice to students regarding answering knowledge questions
in the CSB Student User Guide
 comply with the due date for assessment which your assessor will provide
 adhere with CSB’s submission guidelines
 answer all questions completely and correctly
 submit work, which is original and, where necessary, properly referenced
 submit a completed cover sheet with your work
 avoid sharing your answers with other students.
i Assessment information
Information about how you should complete this assessment can be found in
Appendix A of the CSB Student User Guide. Refer to the appendix for
information on:
 where this task should be completed
 the maximum time allowed for completing this assessment task
 whether or not this task is open-book.
Note: You must complete and submit an assessment cover sheet with your
work. A template is provided in Appendix B of the Student User Guide.
However, if CSB has provided you with an assessment cover sheet, please
ensure that you use that.

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Written answer question guidance
The 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
detail, and identify important points and key features. Generally, you are
expected to write a response one or two paragraphs long.
Compare: 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
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.
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.
Evaluate: when a question asks you to evaluate something, you should put
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
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.

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Questions
Provide answers to all of the questions below.
1. List five principles of quality customer service.
(a) Timeliness: Delivering prompt, efficient service to meet customer
expectations.
(b) Communication: Ensuring clear, consistent, and empathetic customer
interactions.
(c) Professionalism: Always demonstrate courteous, knowledgeable, and
respectful behavior.
(d) Reliability: Consistently providing dependable and accurate service.
(e) Responsiveness: Addressing and resolving customer issues swiftly and
effectively.
2. Thinking about the qualification you are studying and the industry
you would like to work in, answer each of the following questions:
a. Describe at least three examples of professional service standard
topics service industry staff may need to comply with.
Professional service standard topics may include hygiene and cleanliness
protocols, adherence to company policies and procedures, and efficient time
management practices.
b. Describe at least three industry expectations of attitudes and

attributes for staff working with customers in a service business.
Industry expectations for staff may include displaying a positive attitude,
demonstrating excellent communication skills, and exhibiting adaptability and
problem-solving abilities.
3. Identify the roles and responsibilities of the listed people in

providing quality customer service:
Classification of Their role and responsibility in providing quality customer

Person service
Setting customer service standards, providing resources
a. Management
and training, and overseeing overall service quality.
Directing and supporting frontline staff, resolving
escalated issues, and ensuring adherence to service
b. Supervisors
standards.
Interacting directly with customers, delivering products or

c. Operational services as per standards, and promptly addressing
personnel customer inquiries or concerns.
4. Answer the following questions.

a. List three sources of information on current service trends in the
hospitality industry.
Industry conferences, hospitality trade publications, and market research
reports.

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b. List three sources of information on changes that affect service
delivery in the hospitality industry.
Government regulations, industry association updates, and customer
feedback platforms.
5. Explain how the following internal and external environmental

changes within the hospitality industry might impact planning for
quality customer service.
Change Impact on customer service planning

This may necessitate adjustments in
service offerings, pricing strategies, and
a. Changes in the competitive
marketing efforts to maintain
environment
competitiveness.
Can influence budget allocations for

training, staffing, and service
b. Economic climate enhancements, impacting the level and
quality of customer service.
Staff training may be required, and

adjustments in service delivery processes
c. Introduction of new
may be made to optimize customer
technologies or equipment
experiences.
Can disrupt service consistency and

d. Management changes and require realignment of service standards
organizational restructures and procedures.
Affect the quality of frontline staff,

requiring thorough training and
e. Recruitment practices onboarding to ensure delivery of quality
customer service.
May promptly update service offerings,

communication channels, and delivery
f. Trends in customer service
methods to meet evolving customer
preferences
expectations.
6. Describe the following methods of formal and informal customer

research.
Methods of formal and informal

Your description
customer research

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a. Analysis of competitive Examining competitors and industry
environment and industry trends to identify best practices and areas
service trends for improvement in customer service.
Formalized questionnaires were
distributed to customers to gather
b. Customer service surveys
feedback on service experiences and
satisfaction levels.
Small groups of customers are brought
together to provide in-depth feedback and
c. Customer focus groups
insights on service experiences and
preferences.
Exploratory research methods such as
interviews or observations to gather
d. Qualitative research
detailed insights into customer attitudes,
behaviors, and preferences.
Data-driven research methods such as
surveys or statistical analysis to quantify
e. Quantitative research
customer opinions, behaviors, and
preferences.
Informal discussions with frontline staff to
f. Seeking feedback from service gather firsthand insights and observations
delivery colleagues on customer interactions and service
challenges.
Engaging directly with customers through
conversations or interviews to gather
g. Questioning customers
feedback, address concerns, and
understand their needs and preferences.
7. Identify the elements involved in the following customer service

activities.
Customer service activity Elements involved

Research, customer needs analysis,
a. Developing customer service
stakeholder consultation, drafting, and
policies and procedures
review.
b. Implementing customer Training, communication, enforcement,
service policies and and integration into daily operations.
procedures
Performance measurement, feedback
c. Monitoring customer service
collection, data analysis, and continuous
policies and procedures
improvement efforts.
8. Identify three ways you might involve staff in developing customer

service practices as part of your quality service provision.
(a) Conduct staff brainstorming sessions to gather ideas and suggestions for
improving customer service practices.
(b) Establish cross-departmental committees to collaborate on developing
and refining customer service strategies.

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(c) Encourage staff participation in pilot programs or trials to test new
customer service initiatives and provide feedback for refinement.
9. Explain how evaluating staff and customer feedback can be used as

a method to help you implement quality service provision.
Evaluating staff and customer feedback enables the identification of areas for
improvement, informs training needs, and guides adjustments to enhance overall
service quality provision.
10. List and explain four methods of assessing the effectiveness of

customer service practices.
Methods of assessing the

effectiveness of customer service Explanation
practices
Analyzing financial metrics, customer
a. Examining overall business retention rates, and market share to
performance assess the impact of customer service
practices on business success.
b. Monitoring the ongoing Regularly observe staff interactions,
effectiveness of staff in provide feedback, and ensure adherence
complying with performance to established service protocols.
standards and of protocols in
explaining required staff
practices
Assessing specific metrics like response
times, resolution rates, and customer
c. Reviewing targeted customer
feedback scores to gauge the
service indicators
effectiveness of customer service
practices in critical areas.
Analyzing survey data to track trends,
identify areas for improvement, and
d. Reviewing customer
measure the impact of implemented
satisfaction survey statistics
customer service initiatives on overall
satisfaction levels.
11. Describe the four methods of obtaining customer feedback about

the organisation’s service delivery listed below.
Methods of obtaining customer

Description
feedback about service delivery
a. Customer service discussions Informal customer conversations to gather
with employees during the real-time feedback and address
course of each business day immediate concerns.
Engaging in direct conversations with
b. Discussions with customers customers to solicit feedback, address
issues, and understand their experiences.
c. Formal customer interviews. Customers were interviewed in structured
interviews to gather in-depth insights,
opinions, and suggestions regarding the

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organization's service delivery.
Incorporating feedback and updates on
d. Regular staff meetings that service delivery into routine staff meetings
involve service discussions to foster continuous improvement and
alignment with customer needs.
12. List three types of people who may be surveyed to obtain feedback
on customer service delivered by the organization.
(a) Customers: Those who directly experience the organization's customer
service.
(b) Employees: Frontline staff who interact with customers and can provide
insights into service delivery.
(c) Managers or Supervisors: Those overseeing customer service operations
and can offer perspectives on overall performance.
13. Explain why the following sources of suggestions for improvements

to customer service delivery can be useful.
Sources of suggestions Explanation of their usefulness

a. Customers involved in
complaints about the business Provide direct insights into areas needing
or who have been in some sort improvement and highlight specific pain
of dispute with the points in the customer experience.
organization
Can offer perspectives on service
b. Organisations that supply the
delivery's efficiency, quality, and
business with goods and
reliability, helping identify potential areas
services
for enhancement.
They have firsthand experience with
operational processes and customer
c. Workers within the business interactions, offering valuable suggestions
for streamlining procedures and
enhancing service quality.
Oversee service delivery and possess a
broader perspective on organizational
d. Supervisors and managers in
goals, offering strategic insights and
the organization
recommendations for improving overall
customer satisfaction.
14. Explain how industry schemes and accreditation schemes improve

customer service.
Industry schemes and accreditation schemes establish standardized quality
benchmarks, providing assurance to customers of consistent service excellence
and fostering trust in the industry.
15. Explain how an organisation or industry Code of Conduct improves

customer service identifying three possible inclusions in such a
Code.

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An organization or industry Code of Conduct sets clear expectations for behavior,
enhancing customer service by promoting ethical practices, respectful
interactions, and transparency.
16. Explain how the following organisational policies and procedures

can assist in ensuring quality customer service.
Organisational policies and

Explanation
procedures
Set a positive tone and demonstrate
a. Acknowledging and greeting
attentiveness, enhancing the customer
customers
experience from the outset.
Provides a structured approach to
b. Complaint and dispute
resolving issues promptly and effectively,
management
fostering customer trust and loyalty.
c. Authority for different level Empowers staff to address issues swiftly,
personnel to resolve reducing customer frustration and
complaints, disputes, service improving satisfaction.
issues, and customer
compensation
Incentivizes repeat business and rewards
d. Loyalty programs customer loyalty, enhancing overall
satisfaction and retention.
e. Presentation standards for Ensures a professional and inviting
customer environment and atmosphere, reinforcing the organization's
customer service personnel commitment to quality service.
Establishes transparency and reliability,
f. Pricing and service guarantees instilling customer confidence and
managing expectations.
Ensures consistency and reliability, meets
g. Product Quality customer expectations, and minimizes
dissatisfaction.
Clarifies policies and procedures,
h. Refunds and cancellation fees providing assurance to customers and
facilitating smooth transactions.
Sets expectations for timely service
i. Response times delivery, demonstrating respect for
customers' time and needs.
Equips employees with the skills and
knowledge to deliver excellent service,
j. Staff training
enhancing customer interactions and
satisfaction.
17. Describe the obligation on businesses under Australian Consumer

Law in relation to nominating and charging cancellation fees.
Under Australian Consumer Law, businesses must ensure that cancellation fees
are reasonable and proportionate to the actual costs incurred by the business
due to the cancellation.

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18. Explain the obligation on businesses under Australian Consumer Law
in relation to providing information to customers on potential price
rises.
As Australian Consumer Law mandates, businesses must transparently reveal
any potential price rises to customers before entering into a transaction.
19. Identify the legal obligations on businesses to provide a refund to

their customers.
Businesses must refund customers if goods or services are faulty, not as
described, or do not meet consumer guarantees under Australian Consumer Law.
20. Describe the obligations on businesses under Australian Consumer

Law regarding supplying goods as described or substituting suitable
products when unable to do so.
Under Australian Consumer Law, businesses must supply goods as described and
of acceptable quality or offer suitable substitutes if unable to fulfill the original
product description.
21. Identify formats for and generic headings for contents in

organisational consumer protection policies and procedures.
Formats: Written documents, online portals, and training materials.
Generic Headings: Introduction, Scope, Definitions, Responsibilities, Complaint
Handling, Refunds and Returns, Privacy Policy, Legal Compliance.
22. Identify generic headings for contents in organizational consumer

protection policies and procedures.
Generic Headings: Introduction, Scope, Definitions, Responsibilities, Complaint
Handling, Refunds and Returns, Privacy Policy, Legal Compliance.

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Supporting Resource:
The attached “Learner Guide” is the supporting resource for AT1
Note: If you cannot open this file, you could download it from the “Supporting
Resources” folder in the Moodle.

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Assessment Task 1: Checklist
Student Name
Student Id
Did the student provide a Completed
sufficient and clear answer that Successfully?
Comments
addresses the suggested
Yes No
answer for the following?
Question 1 ☐ ☐
Question 2 ☐ ☐
Question 3 ☐ ☐
Question 4 ☐ ☐
Question 5 ☐ ☐
Question 6 ☐ ☐
Question 7 ☐ ☐
Question 8 ☐ ☐
Question 9 ☐ ☐
Question 10 ☐ ☐
Question 11 ☐ ☐
Question 12 ☐ ☐
Question 13 ☐ ☐
Question 14 ☐ ☐
Question 15 ☐ ☐
Question 16 ☐ ☐
Question 17 ☐ ☐
Question 18 ☐ ☐
Question 19 ☐ ☐
Question 20 ☐ ☐
Question 21 ☐ ☐
Question 22 ☐ ☐
Task Outcome Satisfactory Not satisfactory
Assessor Signature
Assessor Name
Date

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Assessment Task 2: Develop customer services policies
and procedures

Tasks required for this unit
This unit of competency requires that you:
 research and develop customer service policies and procedures for at
least three different areas of the business that meet industry standards
 implement and monitor practices for quality customer service in line
with above policies and procedures over four service periods
 evaluate above practices for quality service provision and identify any
failings.
Instructions for how you will complete these requirements are included below.

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Activities
Complete the following activities:

Carefully read the following information.
You have been appointed as the Operations Manager of a health resort
and convention centre in the Blue Mountains, near Sydney. The resort,
Blue Healer Spa, is made up of five areas: dining/catering, wellness,
meeting rooms, accommodation, and reception. Each area has its own
full-time manager.
The kitchen is large enough to feed over 100 people three meals each
day. There are four full-time kitchen staff, three permanent waiting
personnel and the rest of the staff are hired on a casual basis to cater for
functions and retreats.
There is accommodation for 80 people in twin and double rooms.
Surrounding hotels provide further accommodation when needed.
There are four meeting rooms of various sizes, and these can be opened
up to make one large room for functions such as weddings and courses.
There is also a service area where computers and printers can be
accessed. The resort would like to encourage more courses to be held
there as the full rooms and restaurant ern the company more that
renting out the rooms does.
The wellness area has two saunas, a steam room, three warm water
spas, four massage rooms and four consultation rooms where
naturopathic consultations and facial treatments are performed. The spa
runs continuously, mostly due to locals visiting, whether a course is
running or not.
Reception includes the front desk and the office where the accounts are
done, and records kept. It is an open plan office with 5 staff workstations.
Most staff prefer to work with their own laptops, connected to the larger
computer screens. The HR Manager and Marketing Manager have their
workstations in this area.
One of the first things you noticed when taking on the job is that,
although the resort’s employees were courteous towards customers,
there were no formal customer service policies and procedures. You have
discussed this with the HR Manager (who has only recently taken on the
job), and they agreed that developing these was important to manage,
and improve, the resort’s customer service practices. They suggested
that it would be best to start the process by getting feedback from
customers and staff on the current customer service practices.
What do I need to demonstrate?

During your practical assessments you will be required to demonstrate a
range of the skills and knowledge that you have developed during your
course. These include:
 Develop quality customer service practices.
o Gather information on customer needs, expectations and
satisfaction levels using both formal and informal research.
o Provide opportunities for customers and staff to give feedback on

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products and services.
o Review changes in internal and external environments.
o Integrate changes into planning for quality service.
o Provide opportunities for staff to participate in development of
o Develop policies and procedures for quality service delivery.
 Manage delivery of quality service
o Communicate policies, procedures and expectations to staff.
o Make policies available to customers and staff.
o Monitor customer service in the workplace.
o Ensure standards are met.
o Initiate staff training to enhance customer service.
o Take responsibility for service outcomes and dispute resolution.
o Act as a positive role model for professional standards expected
of service industry personnel.
 Monitor and adjust customer service
o Seek ongoing feedback from staff and customers to improve
performance.
o Assess effectiveness of customer service practices.
o Identify customer service problems.
o Adjust policies and procedures to improve service quality.
o Develop, document and communicate new approaches to
customer service to staff involved in service delivery.
How will I provide evidence?

Your assessor will provide you with templates to complete each task. You
will find some detailed information about providing evidence; this will
include:
 Internal Memos
 a Customer Survey
 an email to staff requesting feedback
 a Briefing Report
 a first draft Reception Customer Service Policy and Procedures
 a first draft Catering Customer Service Policy and Procedures
 a first draft Wellness Customer Service Policy and Procedures
 a Reception Customer Service Policy and Procedures
 a Catering Customer Service Policy and Procedures
 a Wellness Customer Service Policy and Procedures.
You will need to complete each activity and submit the required task at
the end of each step completed.
Tips for completing your activities

 Read through this assessment and each task before you get started
and make sure you understand what you need to do. If you are
unsure, speak to your assessor and/or supervisor.
 Stay up to date!
 Stay in touch with your assessor. Ask questions, raise issues, check
in, communicate.
Most importantly, ask for help if you are having trouble!
1. Develop a customer survey – 1 hour.

You are required to develop a survey that will be sent to Blue Healer Spa

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customers. The completed surveys will be anonymous and collated by
the Administration Officer.
You may use any format you wish for the survey, but it should collect
information on the following:
 What customers expect of a resort such as Blue Healer.
 Whether the customer’s needs were fulfilled when they were at Blue
Healer.
 How satisfied they were with their stay at Blue Healer.
When completed, submit your Customer Survey to the Administration
Officer (your assessor) who will send it to the customers.
You will receive a reply from the Administration Officer that includes a
document called Customer Survey Results. This document collates
survey responses.
Note: The information in Customer Survey Results will more than likely
include questions/items that are not in your own survey – this is okay.
You will use Customer Survey Results when you get to step 4 of this task.
AT2.1 Develop a customer survey

Attached your customer survey template here:
Customer Survey
Thank you for choosing Blue Healer Spa for your recent stay. We value your
feedback to help us enhance our services and ensure your future
experiences are exceptional. Please take a few moments to complete this
survey.
(a) What are your expectations of a resort such as Blue Healer Spa?
(b) Were your needs fulfilled during your stay at Blue Healer Spa?
(Yes/No)
(c) Please rate your overall satisfaction with your stay at Blue Healer Spa
on a scale of 1 to 5, with 1 being very dissatisfied and 5 being very
satisfied.
(d) (Optional) Please provide any additional comments or suggestions for
improvement:
Thank you for your participation. Your feedback is invaluable to us.
2. Send an email to all Blue Healer Spa’s staff (your assessor) – 30

minutes.
The purpose of the email is to give the staff the opportunity to give
feedback on the resort’s products and services and the customer service
practices they experience.
Acknowledging that the resort’s employees work a variety of shifts in a
variety of areas, your email should ask the staff to also include the area

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of the resort they work in as well as the shifts they usually work, in their
response.
The email should ask the recipient to send their feedback to the
Administration Officer, who will keep answers anonymous and collate the
responses.
document called Staff Survey Results. This document collates survey
responses.
Note: The information in Staff Survey Results will be like that in
Customer Service Survey – more than likely including questions/items
that are not in your own survey. You will also use Staff Survey Results
when you get to step 4 of this task.
AT2.2 Email to All Staff
To: All Staff

From: Operations Manager
Subject: Request to provide the feedback on the resort’s products and services
and the customer service practices they experience.
Dear All Staff

Your feedback is essential in helping us maintain and enhance the quality of
service we provide at Blue Healer Spa. We invite you to share your thoughts and
experiences regarding our products, services, and customer service practices.
Please take a moment to email the Administration Officer with your feedback.
Your responses will be kept anonymous and will help us identify improvement
areas.
In your response, kindly include the area of the resort you work in and the shifts
you usually work.
Thank you for your valuable input.
Best regards,
Operations Manager
3. Participate in an informal meeting with a customer (your assessor) –

30 minutes including preparation.
You are required to hold a short (about 5 minutes), informal meeting with
a customer that you have just met.
The objective of the meeting is to find out how well they have been
served during their stay at the Blue Healer Spa.
During the meeting, you will need to demonstrate effective
communication skills including:
 speaking clearly and concisely
 using non-verbal communication to assist with understanding
 asking questions to identify required information
 responding to questions as required.
AT2.3 Informal meeting with a customer

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Complete the attached Meeting minutes template
Resources” folder in the Moodle
4. Write a customer service practices briefing report – 1 hour.

Prior to developing the customer service policies and procedures, you
are required to write a briefing report that summarises the current
customer service practices at the resort.
Begin by reviewing the following formal research sources:
 Customer Survey Results (which you received from the
Administration Officer).
 Staff Survey Results (which you received from the Administration
Officer).
 The internet. Use the internet to review:
o Trends and changes in the hospitality environment in Australia
generally and the Blue Mountains specifically.
o Any relevant plain English regulatory documents that are
developed and distributed by state and federal government
consumer protection regulators.
o Information from similar businesses about how they fulfil their
customers’ needs, complaints and feedback.
Also review the following informal research sources:
 Internal Memos
 Informal discussions with customers and employees.
Your briefing report should include, as a minimum, the following:
 Whether customer needs are currently being met
 What customer expectations are, and whether they are currently
being met
 How satisfied customers are with the products and services they
receive
 Other customer feedback
 Staff feedback
 Internal and external changes affecting the resort’s customer service
practices
 Proposed structure of the policy and procedures documents that you
will develop in the next activity.
Use the Briefing Report Template to guide your work.
When you have completed the briefing report, submit it to the
Management Team (your assessor).
AT2.4 Customer Service Briefing Report

Complete the attached template
Supporting Resource:

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The attached documents are the supporting resources for AT2.4
Resources” folder in the Moodle.
5. Develop customer service policies and procedures – 2 hours.

To ensure that optimal customer service practices are followed
throughout the Blue Healer Spa, you have decided to develop customer
service policy and procedures for the following three areas of the
business:
 Reception: covering the front of house and administration.
 Catering: covering both the kitchen and catering area.
 Wellness: covering the spa and the naturopaths.
Use the internet to review the customer service practices that other,
similar businesses have adopted, as well as industry standards and
codes of conduct. Use this information, and the information in your
briefing report, to develop three policies and procedures for the resort.
You will create your own policy and procedure templates.
You will be revising these documents following the training session you
will conduct in the next activity, so save these versions of the documents
as:
 First Draft Reception Customer Service Policy and Procedures
 First Draft Catering Customer Service Policy and Procedures
 First Draft Wellness Customer Service Policy and Procedures.
When completed, submit these documents to your assessor.
AT2.5 Develop customer service policies and procedures

Complete all the attached templates
6. Provide an information and training session – 2 hours including

preparation.
This session will give you the opportunity to get the employees’ feedback
on the policies and procedures you are developing. The HR Manager has
ensured that employees from each area of the resort, and working each
of the different shifts, will be present at the meeting, so you can get a
wide range of feedback.
Prior to delivering the presentation, make sure that you practice your
delivery, so you are well prepared. You will be assessed on your
presentation technique as well as the content of your presentation.
During the meeting, you are required to act as a positive role model for
the staff, demonstrating the professional standards expected of service
industry personnel.
Your assessor will advise you of the date and time of your presentation

Page 24 of 38
and will organise at least two other students to attend the information
and training session in the role of staff members.
The meeting is an opportunity for staff members to participate in the
development of the resort’s customer service practices, so it is important
that you provide the audience plenty of opportunities to give you, their
feedback. Take notes on this to guide the revisions you will make to the
policies and procedures in the next activity opportunity for your audience
to ask questions.
Explain your three policies and procedures to the staff, making it clear
what is expected of them in terms of customer service.
Inform them that the meeting is the first of a number of staff training
sessions designed to enhance the resort’s customer service. Ask them if
there are particular areas in which they would appreciate more training.
During the meeting you will be required to demonstrate effective
 speaking clearly and concisely
 using non-verbal communication to assist with understanding
 asking questions to identify required information
 responding to questions as required
 using active listening techniques to confirm understanding.
AT2.6 Information and training session

Attach your PowerPoint Presentation here:
Complete the attached Meeting minutes template
Resources” folder in the Moodle
7. Revise your policies and procedures – 1 hour.

Review your policies and procedures in light of the feedback you
received during the meeting.
Highlight your changes in yellow. You should make at least one change
to each document.
Save these versions of the documents as:
 Reception Customer Service Policy and Procedures
 Catering Customer Service Policy and Procedures
 Wellness Customer Service Policy and Procedures.
When completed, submit them to the Administration Officer (your
assessor), who will upload them to the resort’s website, so they are
easily accessible to customers and staff.
AT2.7 Revised policies and procedures

Revised all the three policies and procedures based on the feedback received
during the meeting and attached them here:

Page 25 of 38
Page 26 of 38
Student Name
Student Id
Completed
Has the following been successfully? Comments
completed?
Yes No
The student has satisfactorily
used both informal and formal
research to collect information
☐ ☐
on the resort’s customers’
needs, expectations and levels
of satisfaction.
given the resort’s customers an
opportunity to give their
☐ ☐
feedback on the products and
services offered at Blue Healer
Spa.
given the resort’s customers
and staff an opportunity to give
☐ ☐
their feedback on the products,
services and customer service
practices at Blue Healer Spa.
researched trends and changes
☐ ☐
in the resort’s internal and
external environments.
given staff the opportunity to
contribute to the development ☐ ☐
of the customer service policies
and procedures.
developed three customer
service policies and procedures ☐ ☐
to improve customer service at
the resort.
informed staff about the new
policies and procedures, and ☐ ☐
what is expected of them in
terms of customer service.
ensured that their policies and
☐ ☐
procedures and available to the
resort’s customers and staff.
monitored the standard of
customer service throughout the ☐ ☐
resort to ensure that
professional standards are met.

Page 27 of 38
initiated staff training that will
☐ ☐
improve customer service
throughout the resort.
acted as a positive role model
for staff, demonstrating the
☐ ☐
professional standards expected
of people working in the service
industry.
During the meeting with a
customer, the student has
satisfactorily demonstrated
effective communication skills
including:
 speaking clearly and
concisely
 using non-verbal
communication to assist ☐ ☐
with understanding
 asking questions to
identify required
information
responding to questions as
required
using active listening techniques
to confirm understanding.
During the information and
training session with staff, the
student has satisfactorily
demonstrated effective
 speaking clearly and
concisely
 using non-verbal
communication to assist ☐ ☐
with understanding
 asking questions to
identify required
information
responding to questions as
required
using active listening techniques
to confirm understanding.
implemented and monitor
☐ ☐
practices for quality customer
service over two service periods.
Assessor Signature
Assessor Name
Date

Page 28 of 38
Page 29 of 38
Assessment Task 3: Monitor customer service practices

Tasks required for this unit
This unit of competency requires that you:
 research and develop customer service policies and procedures for at
least three different areas of the business that meet industry standards
 implement and monitor practices for quality customer service in line
with above policies and procedures over four service periods
 evaluate above practices for quality service provision and identify any
failings
 review above policies and procedures, adjust as necessary, and
communicate new practices to staff.
Instructions for how you will complete these requirements are included below.

Page 30 of 38
Activities
Complete the following activities:

Carefully read the following information.
Six months have passed since you initiated the staff training to enhance
customer service, and the policies and procedures you developed in
Assessment Task 2 were uploaded to the intranet.
What do I need to demonstrate?

During your practical assessments you will be required to demonstrate a
range of the skills and knowledge that you have developed during your
course. These include:
 Develop quality customer service practices.
o Gather information on customer needs, expectations and
satisfaction levels using both formal and informal research.
o Provide opportunities for customers and staff to give feedback on
products and services.
o Review changes in internal and external environments.
o Integrate changes into planning for quality service.
o Provide opportunities for staff to participate in development of
o Develop policies and procedures for quality service delivery.
 Manage delivery of quality service
o Communicate policies, procedures and expectations to staff.
o Make policies available to customers and staff.
o Monitor customer service in the workplace.
o Ensure standards are met.
o Initiate staff training to enhance customer service.
o Take responsibility for service outcomes and dispute resolution.
o Act as a positive role model for professional standards expected
of service industry personnel.
 Monitor and adjust customer service
o Seek ongoing feedback from staff and customers to improve
performance.
o Assess effectiveness of customer service practices.
o Identify customer service problems.
o Adjust policies and procedures to improve service quality.
o Develop, document and communicate new approaches to
customer service to staff involved in service delivery.
Tips for completing your activities

 Read through this assessment and each task before you get started
and make sure you understand what you need to do. If you are
unsure, speak to your assessor and/or supervisor.
 Stay up to date!
 Stay in touch with your assessor. Ask questions, raise issues, check
in, communicate.
Most importantly, ask for help if you are having trouble!
1. Develop a customer survey – 1 hour.

Page 31 of 38
You are required to alter the customer survey that you developed in
Assessment Task 2 to include the customer’s verdict on whether
customer service had improved over the previous six months.
Save this document as Follow-Up Customer Survey.
This survey will be sent to Blue Healer Spa’s customers. The completed
surveys will be anonymous and collated by the Administration Officer.
When completed, submit it to the Administration Officer (your assessor)
who will send it to the customers, then collect and collate the results and
send them to you.
document called Follow-up Customer Survey Results. This document
collates survey responses.
Note: The information in Follow-up Customer Survey Results will more
than likely including questions/items that are not in your own survey. You
will use Follow-up Customer Survey Results when you get to step 3 of this
task.
AT3.1 Develop a customer survey: Follow-Up Customer Survey
2. Send an email to all Blue Healer Spa’s staff (your assessor) – 1 hour.
The purpose of the email is to give the staff the opportunity to give
feedback on customer service performance in the resort, and whether
they have noticed any improvements over the previous six months.
As with your earlier email to employees requesting their feedback, your
email should ask the staff to also include the area of the resort they work
in as well as the shifts they usually work, in their response. Give them
the four shift options developed by the Administration Officer and ask
them to select the most appropriate for the work they do.
The email should ask the recipient to send their feedback to the
Administration Officer, who will keep answers anonymous and collate the
responses.
document called Follow-up Staff Survey Results. This document collates
staff responses.
AT3.2 Email to All Staff
To: All Staff

Subject: Request to provide the feedback on customer service performance in

the resort, and whether they have noticed any improvements over the previous
six months.
Dear All Staff

Your insights on customer service performance at Blue Healer Spa are
invaluable. Please share any observations or improvements you've noticed over
the past six months. Your input shapes our commitment to exceptional service.

Page 32 of 38
Best regards,
Operations Manager
3. Assess the effectiveness of customer service outcomes – 2 hours.

Review the following documents which have been sent to you by the
Administration Officer:
 Follow-Up Customer Survey Results.
 Follow-Up Staff Survey Results.
Write a report on the results of the changes you have made to the
resort’s customer service practices. Identify any systemic customer
service problems and outline how you intend to resolve them.
Include in your report at least one change you would recommend being
made to each of the policies and procedures.
Use your report as the text of an email to the Management Team (your
assessor).
The email text should also make clear that you take personal
responsibility for the outcomes.
AT3.3 Assess the effectiveness of customer service outcomes
To: The Management Team

Subject: Report on changes to the policies that have been made based on the
systemic customer service problems.
Dear Management Team

Please find attached a report detailing the outcomes of the changes made to our
customer service practices at Blue Healer Spa. I take full responsibility for
ensuring these improvements align with our commitment to exceptional service.
Best regards,
Operations Manager
4. Resolve a dispute – 2 hours.

Within the follow-up survey results is a fledgling dispute between two
areas of the resort over their customer service standards.
Write an email to the managers of the disputing areas with a solution
that will satisfy both parties.
AT3.4 Resolve a dispute
To: The Managers

Subject: Reporting the follow-up survey results about a fledgling dispute

between two areas of the resort over their customer service standards with a
solution that will satisfy both parties.
Dear Managers

Page 33 of 38
After reviewing the follow-up survey results, it's evident that our departments
need to establish more customer service standards. Let's collaborate to establish
common service benchmarks and enhance communication channels to ensure
alignment and mutual satisfaction.
Best regards,
Operations Manager
5. Update the policies and procedures – 2 hours.

Revise each document to reflect the follow-up feedback you have
received.
Save these versions of the documents as:
 Updated Reception Customer Service Policy and Procedures
 Updated Catering Customer Service Policy and Procedures
 Updated Spa Customer Service Policy and Procedures.
When completed, submit the documents to the Administration Officer
(your assessor), who will upload them to the resort’s website, so they are
easily accessible to customers and all staff involved in service delivery.
AT3.5 Updated policies and procedures

Update all three policies and procedures based on the follow-up survey results
about a fledgling dispute between two areas of the resort over their customer
service standards with a recommended solution that will satisfy both parties and
attached them here:

Page 34 of 38
Student Name
Student Id
Completed
Has the following been successfully? Comments
completed?
Yes No
monitored the standard of
customer service throughout the ☐ ☐
resort to ensure that
professional standards are met.
taken personal responsibility for
the outcomes of their efforts to ☐ ☐
improve customer service at the
resort.
taken responsibility for dispute ☐ ☐
resolution.
sought ongoing feedback from
staff to ensure that the standard ☐ ☐
of customer service has
improved.
assessed how effective the
introduction of the policies and
☐ ☐
procedures, as well as the staff
training, has been in improving
customer service at the resort.
identified any systemic
customer service problems at ☐ ☐
the resort and update the
policies to address these.
updated the customer service
policy and procedures and send
☐ ☐
them to the Administration
Officer to upload to the resort’s
website.
implemented and monitored
☐ ☐
practices for quality customer
service over two service periods.
Assessor Signature
Assessor Name
Date

Page 35 of 38
Page 36 of 38
Final Results Record
Student Name
Student Id
Assessor Name
Unit of Code & Title
service practices
Task Outcome
Task Type
S NS DNS
Assessment Task 1 Knowledge questions ☐ ☐ ☐
Develop customer
Assessment Task 2 services policies and ☐ ☐ ☐
procedures
Monitor customer services
Assessment Task 3 ☐ ☐ ☐
practices
Assessment
Competent Not Yet Competent
Outcome
Feedback
Assessor Declaration
I hereby certify that this student has been assessed by me and that the
assessment has been carried out according to the required assessment
procedures.
Assessor Signature Date
Student Declaration
My performance in this unit has been discussed and explained to me.
I would like to appeal this assessment decision.
Student Signature Date
Note: S – Satisfactory, NS – Not Satisfactory, DNS – Did Not Submit

Page 37 of 38
References:
1. Chambers School of Business. (2023). DoHM - SITXCCS016 Develop and
manage quality customer service practices [Online]. Available from:
https://ilmboard1.com/csb/course/view.php?id=163 [Accessed 3 March
2024];
2. …
Note: Please provide all the other references you have used in this assessment
and sort them alphabetically (i.e., from a to z).
Reference Guide:
Please check the attached “Referencing Guide” for referencing your work

Page 38 of 38

SITXCCS016 Assessment Workbook v1.1 March 2024

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Level 4, 79 George Street, Parramatta, NSW 2150

Student Name YASH

SITXCCS016 Assessment Workbook – v1.1 March 2024

Do you understand your rights to reassessment? ✘ Yes No

SITXCCS016 Assessment Workbook – v1.1 March 2024

Assessment for this unit

SITXCCS016 Assessment Workbook – v1.1 March 2024

Information for students

SITXCCS016 Assessment Workbook – v1.1 March 2024

SITXCCS016 Assessment Workbook – v1.1 March 2024

b. Describe at least three industry expectations of attitudes and

3. Identify the roles and responsibilities of the listed people in

Classification of Their role and responsibility in providing quality customer

Interacting directly with customers, delivering products or

4. Answer the following questions.

SITXCCS016 Assessment Workbook – v1.1 March 2024

5. Explain how the following internal and external environmental

Change Impact on customer service planning

Can influence budget allocations for

Staff training may be required, and

Can disrupt service consistency and

Affect the quality of frontline staff,

May promptly update service offerings,

6. Describe the following methods of formal and informal customer

Methods of formal and informal

SITXCCS016 Assessment Workbook – v1.1 March 2024

7. Identify the elements involved in the following customer service

Customer service activity Elements involved

8. Identify three ways you might involve staff in developing customer

SITXCCS016 Assessment Workbook – v1.1 March 2024

9. Explain how evaluating staff and customer feedback can be used as

10. List and explain four methods of assessing the effectiveness of

Methods of assessing the

11. Describe the four methods of obtaining customer feedback about

Methods of obtaining customer

SITXCCS016 Assessment Workbook – v1.1 March 2024

13. Explain why the following sources of suggestions for improvements

Sources of suggestions Explanation of their usefulness

14. Explain how industry schemes and accreditation schemes improve

15. Explain how an organisation or industry Code of Conduct improves

SITXCCS016 Assessment Workbook – v1.1 March 2024

16. Explain how the following organisational policies and procedures

Organisational policies and

17. Describe the obligation on businesses under Australian Consumer

SITXCCS016 Assessment Workbook – v1.1 March 2024

19. Identify the legal obligations on businesses to provide a refund to

20. Describe the obligations on businesses under Australian Consumer

21. Identify formats for and generic headings for contents in

22. Identify generic headings for contents in organizational consumer

SITXCCS016 Assessment Workbook – v1.1 March 2024

SITXCCS016 Assessment Workbook – v1.1 March 2024

SITXCCS016 Assessment Workbook – v1.1 March 2024

Information for students

SITXCCS016 Assessment Workbook – v1.1 March 2024

Complete the following activities:

What do I need to demonstrate?

SITXCCS016 Assessment Workbook – v1.1 March 2024

How will I provide evidence?

Tips for completing your activities

1. Develop a customer survey – 1 hour.