SITXCCS008 Develop and manage quality customer service practices

Mediation enables co-parenting relationships

Assessment Task 1 – Questions and Answers

Performance objective

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

Assessment description

In this assessment task you are required to provide satisfactory response to all the questions.

Procedure

You are required to address all questions to achieve competence. Your trainer will provide you with instructions for time frames and dates to complete this assessment.

Once completed, carefully read the responses you have provided and check for completeness. Your trainer will provide you with feedback and the result you have achieved.

Submissions

You must submit:

  • Satisfactory answers to all the questions

Your assessor will be looking for:

  • principles of quality customer service
  • roles and responsibilities of management, supervisors and operational personnel in providing quality service
  • sources of information on current service trends and changes that affect service delivery
  • internal and external environmental changes and their effect on planning for quality customer service:
  • changes in the competitive environment
  • economic climate
  • introduction of new technologies or equipment
  • management changes and organisational restructures
  • recruitment practices
  • trends in customer service preferences
  • methods of formal and informal customer research:
  • analysis of competitive environment and industry service trends
  • customer service surveys
  • customer focus groups
  • qualitative or quantitative research
  • seeking feedback from service delivery colleagues
  • questioning customers
  • methods of implementing quality service provision:
  • developing, implementing and monitoring customer service policies and procedures
  • involving staff in the development of customer service practices
  • evaluating staff and customer feedback
  • methods of assessing the effectiveness of customer service practices:
  • examining overall business performance
  • monitoring the ongoing effectiveness of staff in meeting customer service standards and policies and procedures in explaining practices
  • reviewing numbers and nature of complaints, disputes or responses of customers
  • reviewing customer satisfaction survey statistics
  • methods of obtaining feedback from customers:
  • customer service discussions with employees during the course of each business day
  • discussions with customers
  • formal customer interviews
  • regular staff meetings that involve service discussions
  • seeking staff suggestions for content of customer service policies and procedures
  • surveys of internal customers, external customers and staff
  • improvements suggested by customers, suppliers or staff, supervisors and managers
  • industry schemes, accreditation schemes and codes of conduct aimed at improving customer service
  • areas where organisational policies and procedures assist in ensuring quality customer service:
  • acknowledging and greeting customers
  • complaint and dispute management
  • authority for different level personnel to resolve complaints, disputes, service issues and customer compensation
  • loyalty programs
  • presentation standards for customer environment and customer service personnel
  • pricing and service guarantees
  • product quality
  • refunds and cancellation fees
  • response times
  • staff training for customer service and technical skills
  • objectives, components and comprehensive details of consumer protection laws that relate to customer service, and the business’ responsibility


Assessment 1 – Short Answer Questions

Your task: Provide a detailed response to each of the following questions.

  • Explain how informal and formal research can be used to develop quality customer service. Provide an example for each research method.
             
  • Why is it important to have an understanding of your competitor in order to plan for quality customer service?
             
  • When developing market knowledge, it is essential to have an awareness of how the market is divided. Explain each of the following segments of the market. Provide examples of how each segment can influence customer choices and trends.
Demographic segmentation     Geographic segmentation     Psychographic segmentation     Behavioural segmentation    
  • Why is it crucial for a manager to have in-depth knowledge of internal and external business environments to provide quality customer service? Provide 2 examples each, for internal and external factors:
         
  • Identify three ways you can obtain information about current trends in your industry.
1.   2.   3.    
  • Explain businesses’ responsibilities under Consumer Protection Law and how it impacts on customer service delivery.
           
  • Explain why it is important to have a clear refund and cancellation policy and what is required if there are potential price increases.
         
  • Describe the importance of providing accurate product information to customers in order to provide quality customer service.
       
  • In order to provide quality customer service, it is important to establish your target market. Provide 2 questions you should consider when developing a clear customer profile.
1.   2.  
  • Why is consistency crucial to providing quality customer service?
     
  • Describe four common principles of customer service in detail.
1.       2.       3.       4.      
  • Suggest two service standards to encourage quality customer service for your specific industry.
1.   2.  
  • Describe 2 industry schemes aimed at improving customer service, including 1 relevant to your work area
1.     2.  
  • Define continuous improvement and explain how this process contributes to effective customer service.
         
  • Explain why it is essential to have an effective complaint handling procedure.
   
  • If you are faced with an escalating complaint, why is it necessary to involve management?
       
  • List three ways you can set a positive example for customer service as a manager.
1.   2.   3.  
  • Why should specific preferences of regular customers be communicated and shared with all staff?
         
  • It is necessary for service standards to be communicated to and followed by both new and old staff. Which policies and procedures can be used to assist in setting standards? Provide 3 examples.
         
  • List 6 examples of policies and procedures which are commonly used in organisations to set standards for customer service:
1.   2.   3.   4.   5.   6.  
  • How can changes in technology affect the business’ customer service practices?
     
  • How can management changes and organisational restructures affect the business’ customer service practices?
   
  • Describe two methods of formal and informal customer research you can implement to determine your existing level of customer service.
1.   2.   3.  
  • You are reviewing feedback received from customers. List 4 aspects you will review and what this would involve to evaluate responses critically.
1.   2.   3.   4.  
  • While you are working a shift, you witness an employee get into an argument with a customer regarding a delay in service. You record the incident and notice that there has recently been an increasing number of disputes between staff members and customers. What would this indicate to you in terms of processes in place and processes potentially lacking?
   
  • In order to improve the quality of customer service delivered by a business, the existing level of service must be determined. List 4 ways of obtaining customer feedback about your level of service:
1.   2.   3.   4.  
  • List 2 things that must occur when a change or improvement needs to be implemented:
1.   2.  
  • Why is it important to communicate your policies and procedures to your staff and customers?
       
  • List 3 common ways to make your policies and procedures readily available to your customers?
1.   2.   3.  
  • Answer the following questions in relation to the data report below:

The following data report provides you with a summary of customer surveys that were recently conducted for the “Coloured Sands Resort”. There were 200 customers who participated in this survey. Each customer was provided with a questionnaire. The data was analysed and entered in the format below to provide a summary report.

You are required to review the summary, check the accuracy of figures and perform simple calculations to reflect percentages. Analyse the provided data and identify areas that need further improvement and actions by answering all questions below.

ScaleReceptionRoom Service and HousekeepingRestaurantToursSeasideEntertainment
Very Good(108) Reception service on arrival is good.(36)(58) Buffet is good (52) Lots of variety of food (24) Excellent  (74) Good tours(74) good access to the beach (39) Swimming pool is nice.(88) the staff is excellent (80) Many interesting activities for all
Good(80)(22)(66) Very good food.(64) good organisation of tours(40) all good  (32) very good entertainment options
Not Good (6) Rooms are too small (56) Towels are dirty (10) housekeeping staff not able to help (46) Rooms are not very clean. (30) expensive tours(4) didn’t like the beach side 
No Comment1224 32  
Total200200200200200200
  • Express the responses collected as percentages in each category (very good, good, etc.). Provide a critical reflection on each department outlining which service aspects and operational factors you should further investigate to help improve customer satisfaction. (For example why have some customers not commented – how could this improved, e.g. by providing incentives; is the survey specific enough to provide feedback for specific areas?)

                           
  • Suggest a suitable customer service strategy that can be implemented in the department which you have identified as the major problem area to improve the customer service practice in that area/department. Who should be involved and what would this require in terms of participation/involvement and communication?
 

 

Order Now

Get expert help for SITXCCS008 Develop and manage quality and many more. 24X7 help, plag free solution. Order online now!

Universal Assignment (March 29, 2024) SITXCCS008 Develop and manage quality customer service practices. Retrieved from https://universalassignment.com/sitxccs008-develop-and-manage-quality-customer/.
"SITXCCS008 Develop and manage quality customer service practices." Universal Assignment - March 29, 2024, https://universalassignment.com/sitxccs008-develop-and-manage-quality-customer/
Universal Assignment January 29, 2023 SITXCCS008 Develop and manage quality customer service practices., viewed March 29, 2024,<https://universalassignment.com/sitxccs008-develop-and-manage-quality-customer/>
Universal Assignment - SITXCCS008 Develop and manage quality customer service practices. [Internet]. [Accessed March 29, 2024]. Available from: https://universalassignment.com/sitxccs008-develop-and-manage-quality-customer/
"SITXCCS008 Develop and manage quality customer service practices." Universal Assignment - Accessed March 29, 2024. https://universalassignment.com/sitxccs008-develop-and-manage-quality-customer/
"SITXCCS008 Develop and manage quality customer service practices." Universal Assignment [Online]. Available: https://universalassignment.com/sitxccs008-develop-and-manage-quality-customer/. [Accessed: March 29, 2024]

Please note along with our service, we will provide you with the following deliverables:

Please do not hesitate to put forward any queries regarding the service provision.

We look forward to having you on board with us.

Categories

Get 90%* Discount on Assignment Help

Most Frequent Questions & Answers

Universal Assignment Services is the best place to get help in your all kind of assignment help. We have 172+ experts available, who can help you to get HD+ grades. We also provide Free Plag report, Free Revisions,Best Price in the industry guaranteed.

We provide all kinds of assignmednt help, Report writing, Essay Writing, Dissertations, Thesis writing, Research Proposal, Research Report, Home work help, Question Answers help, Case studies, mathematical and Statistical tasks, Website development, Android application, Resume/CV writing, SOP(Statement of Purpose) Writing, Blog/Article, Poster making and so on.

We are available round the clock, 24X7, 365 days. You can appach us to our Whatsapp number +1 (613)778 8542 or email to info@universalassignment.com . We provide Free revision policy, if you need and revisions to be done on the task, we will do the same for you as soon as possible.

We provide services mainly to all major institutes and Universities in Australia, Canada, China, Malaysia, India, South Africa, New Zealand, Singapore, the United Arab Emirates, the United Kingdom, and the United States.

We provide lucrative discounts from 28% to 70% as per the wordcount, Technicality, Deadline and the number of your previous assignments done with us.

After your assignment request our team will check and update you the best suitable service for you alongwith the charges for the task. After confirmation and payment team will start the work and provide the task as per the deadline.

Yes, we will provide Plagirism free task and a free turnitin report along with the task without any extra cost.

No, if the main requirement is same, you don’t have to pay any additional amount. But it there is a additional requirement, then you have to pay the balance amount in order to get the revised solution.

The Fees are as minimum as $10 per page(1 page=250 words) and in case of a big task, we provide huge discounts.

We accept all the major Credit and Debit Cards for the payment. We do accept Paypal also.

Popular Assignments

Bsc Public Health and Health Promotion (Top up) LSC LONDON

Health and Work Assignment Brief.                 Assessment brief: A case study of 4,000 words (weighted at 100%) Students will present a series of complementary pieces of written work that:   a) analyse the key workplace issues; b) evaluate current or proposed strategies for managing them from a public health/health promotion perspective

Read More »

6HW109 Environmental Management and Sustainable Health

ASSESSMENT BRIEF MODULE CODE: 6HW109 MODULE TITLE: Environmental Management and Sustainable Health MODULE LEADER: XXXXXXXXX ACADEMIC YEAR: 2022-23 1        Demonstrate a critical awareness of the concept of Environmental Management linked to Health 2        Critically analyse climate change and health public policies. 3        Demonstrate a critical awareness of the concept of

Read More »

PROFESSIONAL SECURE NETWORKS COCS71196

PROFESSIONAL SECURE NETWORKS– Case Study Assessment Information Module Title: PROFESSIONAL SECURE NETWORKS   Module Code: COCS71196 Submission Deadline: 10th May 2024 by 3:30pm Instructions to candidates This assignment is one of two parts of the formal assessment for COCS71196 and is therefore compulsory. The assignment is weighted at 50% of

Read More »

CYBERCRIME FORENSIC ANALYSIS – COCS71193

CYBERCRIME FORENSIC ANALYSIS – COCS71193 Assignment Specification Weighted at 100% of the module mark. Learning Outcomes being assessed by this portfolio. Submission Deadline: Monday 6th May 2024, 1600Hrs. Requirements & Marking Scheme General Guidelines: This is an individual assessment comprised of four parts and is weighted at 100% of the

Read More »

Social Media Campaigns (SMC) Spring 2024 – Winter 2024

Unit: Dynamic Websites Assignment title: Social Media Campaigns (SMC) Spring 2024 – Winter 2024 Students must not use templates that they have not designed or created in this module assessment. This includes website building applications, free HTML5 website templates, or any software that is available to them to help with

Read More »

ABCJ3103 NEWS WRITING AND REPORTING Assignment

ASSIGNMENT/ TUGASAN _________________________________________________________________________ ABCJ3103 NEWS WRITING AND REPORTING PENULISAN DAN PELAPORAN BERITA JANUARY 2024 SEMESTER SPECIFIC INSTRUCTION / ARAHAN KHUSUS Jawab dalam bahasa Melayu atau bahasa Inggeris. Jumlah patah perkataan: 2500 – 3000 patah perkataan tidak termasuk rujukan. Hantar tugasan SEKALI sahaja dalam PELBAGAIfail. Tugasan ini dihantar secara ONLINE. Tarikh

Read More »

ABCM2103 INFORMATION TECHNOLOGY, MEDIA AND SOCIETY Assignment

ASSIGNMENT/ TUGASAN _________________________________________________________________________ ABCM2103 INFORMATION TECHNOLOGY, MEDIA AND SOCIETY TEKNOLOGI MAKLUMAT, MEDIA DAN MASYARAKAT JANUARY 2021 SPECIFIC INSTRUCTION / ARAHAN KHUSUS Jawab dalam Bahasa Melayu atau Bahasa Inggeris. Jumlah patah perkataan : 2500 – 3000 patah perkataan tidak termasuk rujukan. Hantar tugasan SEKALI sahaja dalam SATU fail. Tugasan ini dihantar

Read More »

ABCR3203 COMMUNICATION LAW Assignment

ASSIGNMENT/ TUGASAN _________________________________________________________________________ ABCR3203 COMMUNICATION LAW UNDANG-UNDANG KOMUNIKASI JANUARY 2024 SEMESTER SPECIFIC INSTRUCTION / ARAHAN KHUSUS Jawab dalam Bahasa Melayu atau Bahasa Inggeris. Jumlah patah perkataan : 2500 – 3000 patah perkataan tidak termasuk rujukan. Hantar tugasan SEKALI sahaja dalam SATU fail. Tugasan ini dihantar secara ONLINE. Tarikh penghantaran        :

Read More »

ORGANISATIONAL STRATEGY PLANNING AND MANAGEMENT ASSIGNMENT

POSTGRADUATE DIPLOMA IN BUSINESS MANAGEMENT ORGANISATIONAL STRATEGY PLANNING AND MANAGEMENT ASSIGNMENT NOTE: At postgraduate level, you are expected to substantiate your answers with evidence from independent research. INTRODUCTION TO THE ASSIGNMENT • This assignment consists of FOUR compulsory questions. Please answer all of them. • When you answer, preferably use

Read More »

Solution: Scenario 1, Mirror therapy in patients post stroke

Title: Scenario 1, Mirror therapy in patients post stroke Part 1 : Summary Ramachandran and colleagues developed mirror therapy to treat amputees’ agony from phantom limbs. Patients were able to feel their amputated limb without experiencing any pain by presenting them a mirror image of their healthy arm. Since then,

Read More »

Solution: Exploring the Dominance of Silence

Slide 1: Title – Exploring the Dominance of Silence The title, “Exploring the Dominance of Silence,” sets the stage for a deep dive into the portrayal of silence in Philip K. Dick’s “Do Androids Dream of Electric Sheep?” Our presentation will dissect the literary techniques used by the author to

Read More »

Solution: Assessment: Critical Reflection S2 2023

The policies that hampered the cultural survival of Indigenous groups have a major effect on their health (Coffin, 2007). Cultural isolation can cause an identity crisis and a sense of loss, which can exacerbate mental health problems. Indigenous people have greater rates of chronic illness and impairment due to historical

Read More »

Solution: The Market – Product and Competition Analysis

Section 1: The Market – Product and Competition Analysis Industry and Competition Analysis: The baking mix market is very competitive, but My Better Batch is entering it anyhow. The prepackaged baking mixes sold in this market allow busy people to have bakery-quality products on the table quickly without sacrificing quality

Read More »

Solution: PDCA model for Riot

Student Name: Student ID: University Name: Date: Learning Outcome 1: Engage actively in recognizing a new product/service for Riot and detect the vital tasks required for its effective growth. In this comprehensive learning outcome, Riot’s progress towards innovation superiority is characterized by a deliberate scheme that draws on components from

Read More »

Solution: EDEN 100 – ASSIGNMENT 1

Part 1: Reflections on the Register Variables Use the questions in Column 1 and analyse the sample oral interactions provided under the assessment tile. The transcript for Viv’s conversation is provided on pages 4-5. Probe Questions  Link to readings and theory Interaction 1 Interaction 2 PART 1 – ANALYSING THE

Read More »

Solution: TCP/IP Questions

Table of Contents Question 1. 1 1. IPSec datagram protocol 1 2. Source and destination IP addresses in original IP datagram.. 1 3. Source and destination IP addresses in new IP header 2 4. Protocol number in the protocol field of the new IP header 2 5. Information and Bob.

Read More »

Solution: Fundamentals of Employment Assistance Program and Counselling

ASSESSMENT 3 Subject: Fundamentals of Employment Assistance Program and Counselling Case study Question 1 a)     Major Issues for Theo that could be addressed in counselling: b)    Issues to Address First in Short-Term Counselling:             The cognitive processes of memory, focus, and decision-making are all impacted by insufficient sleep. Such cognitive

Read More »

Solution: EQUITY AND INCLUSION IN EARLY CHILDHOOD IN AUSTRALIA

Written Policy Recommendation Name: Student Number: Email: Date: Introduction: The early years of a child’s life are important for their holistic development, making early childhood education a foundation for their future accomplishments. Nevertheless, guaranteeing equality and inclusion in early childhood education stays a major problem in our society. This policy

Read More »

Solution: Report Health Issue

Table of Contents Executive Summary                                                                                                   3 Introduction                                                                                                                5 Examination of the Chosen Health Issue in the Context of Lambeth                        5 Application of Health Inequality Framework and Analysis of Determinants: Psychotropic Drug Use in Lambeth                                                                           6 Exploration and Discussion of Strategies to Manage Psychotropic Drug Use in Lambeth                                                                                                                        7 Conclusion                                                                                                                  8

Read More »

Solution: Section III: Marketing

Section III: Marketing Channels for Advertising: Understanding Who Makes Baking Product Purchase Decisions is Crucial for My Better Batch’s Business Success (Sampson et al, 2017). Home bakers may make up a disproportionate share of the decision-makers in the UK. As a result, My Better Batch has to target people, especially

Read More »

Solution: Analytics Project Project Management Plan

Analytics Project Project Management Plan Date: 22-10-2023 Author: Name Here Version: 2.0 Project Management Plan (PMP) This project management plan will outline the strategies and plans used to manage ‘analytics project’ for the Style-Hub organization. It will include the tasks such as project governance, management, planning, budget and controlling. It

Read More »

Solution: Report Health Issue

Table of Contents Executive Summary                                                                                                   3 Introduction                                                                                                                5 Examination of the Chosen Health Issue in the Context of Lambeth                        5 Application of Health Inequality Framework and Analysis of Determinants: Psychotropic Drug Use in Lambeth                                                                           6 Exploration and Discussion of Strategies to Manage Psychotropic Drug Use in Lambeth                                                                                                                        7 Conclusion                                                                                                                  8

Read More »

Solution: Mirror therapy in patients post stroke

Title: Scenario 1, Mirror therapy in patients post stroke Part 1 : Summary Ramachandran and colleagues developed mirror therapy to treat amputees’ agony from phantom limbs. Patients were able to feel their amputated limb without experiencing any pain by presenting them a mirror image of their healthy arm. Since then,

Read More »

Can't Find Your Assignment?

Open chat
1
Free Assistance
Universal Assignment
Hello 👋
How can we help you?