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 (February 17, 2025) 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 - February 17, 2025, https://universalassignment.com/sitxccs008-develop-and-manage-quality-customer/
Universal Assignment January 29, 2023 SITXCCS008 Develop and manage quality customer service practices., viewed February 17, 2025,<https://universalassignment.com/sitxccs008-develop-and-manage-quality-customer/>
Universal Assignment - SITXCCS008 Develop and manage quality customer service practices. [Internet]. [Accessed February 17, 2025]. Available from: https://universalassignment.com/sitxccs008-develop-and-manage-quality-customer/
"SITXCCS008 Develop and manage quality customer service practices." Universal Assignment - Accessed February 17, 2025. 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: February 17, 2025]

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.

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

STM1001: Assignment 3 for Science/Health Stream Students

STM1001: Assignment 3 Science/Health Stream Students Only Academic Integrity Information In submitting your work, you are consenting that it may be copied and transmitted by the University for the detection of plagiarism. If you are unsure of your academic integrity responsibilities, please check the information provided in the Assessment Overview

Read More »

ACCG1000 Accounting for Decision Making Xero Assignment

1ACCG1000Accounting for Decision MakingXero AssignmentInformation packSession 2 2024Due Date: Friday 18th October 2024 at 11.55pm2Xero AssignmentIntroductionThe Xero assignment is designed to provide introductory accounting students with an overview of the Xero Accounting Software by completing a one-month accounting cycle for a fictional business. This is an online assignment worth 20%

Read More »

WRIT1001 Assessment Notification 2

6Final Essay: Rhetorical analysisDue: Friday 18 October 2024 at 23:59 (Sydney time)Length: 1500 words, worth 40% of the overall grade for the unitSubmit: as a Word document or PDF, via Canvas AssignmentMain question:● Present a scholarly essay that analyses the rhetoric used in arguments about thecontentious topic you have been

Read More »

WRIT1000 Assessment Four

Title: Self-ReflectionDue: Friday October 18 by 11:59PM.Length: 500 words (+/- 10%)Weight: 10% of the total gradeFormat: Times New Roman, double-spaced, 12pt. Your project should have the title“WRIT1000 Assessment Four – Self Reflection for xxxxxxx” where “xxxxxxxx” is yourstudent number. Please only submit Word documents (.doc or .docx). Turnitin doesnot recognise

Read More »

Written Assessment – Psychosocial Research Perspectives

Written Assessment – Psychosocial Research Perspectives TRIGGER WARNING: This is a case study of a real person. Katherine Knight was the first woman in Australia to receive a life sentence without parole after she decapitated and cooked her lover. If you think that you will have problems reading about this

Read More »

RES800 Assessment 1 – Research Question and Literature Review

Subject Title Business Research Subject Code RES800 Assessment Title Assessment 1 – Research Question and Literature Review Learning Outcome/s     Utilise critical thinking to analyse managerial problems and formulate relevant research questions and a research design   Apply research theories and methodologies to assist in developing a business research

Read More »

Assessment Task 2 Health advocacy and communication plan

Assessment Task 2 Health advocacy and communication plan Rationale and multimedia plan presentation Submission requirements Due date and time:         Rationale: 8pm AEST Monday 23 September 2024 (Week 11) Multimedia plan presentation: 8pm AEST Monday 30 September 2024 (Study Period) % of final grade:         50% of overall grade Word limit: Time

Read More »

MLI500 Leadership and innovation Assessment 1

Subject Title Leadership and innovation Subject Code MLI500 Assessment Assessment 1: Leadership development plan Individual/Group Individual Length 1500 words Learning Outcomes LO1 Examine the role of leaders in fostering creativity and innovation LO5 Reflect on and take responsibility for their own learning and leadership development processes Submission   Weighting 30%

Read More »

FPC006 Taxation for Financial Planning

Assignment 2 Instructions Assignment marks: 95 | Referencing and presentation: 5 Total marks: 100 Total word limit: 3,000 words Weighting: 40% Download and use the Assignment 2 Answer Template provided in KapLearn to complete your assignment. Your assignment should be loaded into KapLearn by 11.30 pm AEST/AEDT on the wdue

Read More »

TCHR5001 Assessment Brief 1

TCHR5001 Assessment Brief 1 Assessment Details Item Assessment 1: Pitch your pedagogy Type Digital Presentation (Recorded) Due Monday, 16th September 2024, 11:59 pm AEST (start of Week 4) Group type Individual Length 10 minutes (equivalent to 1500 words) Weight 50% Gen AI use Permitted, restrictions apply Aligned ULOS ULO1, ULO2,

Read More »

HSH725 Assessment Task 2

turquoise By changing the Heading 3 above with the following teal, turquoise, orange or pink you can change the colour theme of your CloudFirst CloudDeakin template page. When this page is published the Heading 3 above will be removed, but it will still be here in edit mode if you wish to change the colour theme.

Read More »

Evidence in Health Assessment 2: Evidence Selection

Evidence in Health Assessment 2: Evidence Selection Student name:                                                                    Student ID: Section 1: PICO and search strategy Evidence Question: Insert evidence question from chosen scenario here including all key PICO terms.       PICO Search Terms                                                                                                                                                                                                          Complete the following table.   Subject headings Keywords Synonyms Population  

Read More »

Assessment 1 – Lesson Plan and annotation

ASSESSMENT TASK INFORMATION: XNB390 Assessment 1 – Lesson Plan and annotation This document provides you with information about the requirements for your assessment. Detailed instructions and resources are included for completing the task. The Criterion Reference Assessment (CRA) Marking Matrix that XNB390 markers will use to grade the assessment task

Read More »

XNB390 Task 1 – Professional Lesson Plan

XNB390 Template for Task 1 – Professional Lesson Plan CONTEXT FOR LESSON: SOCIAL JUSTICE CONSIDERATIONS: Equity Diversity Supportive Environment UNIT TITLE:    TERM WEEK DAY TIME 1   5           YEAR/CLASS STUDENT NUMBERS/CONTEXT LOCATION LESSON DURATION         28 Children (chl): 16 boys; 12

Read More »

A2 Critical Review Assignment

YouthSolutions Summary The summary should summarise the key points of the critical review. It should state the aims/purpose of the program and give an overview of the program or strategy you have chosen. This should be 200 words – included in the word count. Critical analysis and evaluation Your critical

Read More »

PUN364 – Workplace activity Assignment

Assessment 1 – DetailsOverviewFor those of you attending the on-campus workshop, you will prepare a report on the simulated simulated inspection below. For those of you who are not attending, you will be required to carry out your own food business inspection under the supervision of a suitably qualified Environmental

Read More »

FPC006 Taxation for Financial Planning

Assignment 1 Instructions Assignment marks: 95 | Referencing and presentation: 5 Total marks: 100 Total word limit: 3,600 words Weighting: 40% Download and use the Assignment 1 Answer Template provided in KapLearn to complete your assignment. Your assignment should be loaded into KapLearn by 11.30 pm AEST/AEDT on the due

Read More »

Mental health Nursing assignment

Due Aug 31 This is based on a Mental health Nursing assignment Used Microsoft word The family genogram is a useful tool for the assessment of individuals, couples, and families.  It can yield significant data and lead to important, new patient understandings and insights as multigenerational patterns take shape and

Read More »

Assessment 2: Research and Policy Review

Length: 2000 words +/- 10% (excluding references)For this assessment, you must choose eight sources (academic readings and policy documents) as the basis of your Research and Policy Review. You must choose your set of sources from the ‘REFERENCES MENU’ on the moodle site, noting the minimum number of sources required

Read More »

HSN702 – Lifespan Nutrition

Assessment Task: 2 Assignment title: Population Nutrition Report and Reflection Assignment task type: Written report, reflection, and short oral presentation Task details The primary focus of this assignment is on population nutrition. Nutritionists play an important role in promoting population health through optimal nutritional intake. You will be asked to

Read More »

Written Assessment 1: Case Study

Billy a 32-year-old male was admitted to the intensive care unit (ICU) with a suspected overdose of tricyclic antidepressants. He is obese (weight 160kg, height 172cm) and has a history of depression and chronic back pain for which he takes oxycodone. On admission to the emergency department, Paramedics were maintaining

Read More »

Assessment Task 8 – Plan and prepare to assess competence

Assessment Task 8 – Plan and prepare to assess competence Assessment Task 8 consists of the following sections: Section 1:      Short answer questions Section 2:      Analyse an assessment tool Section 3:      Determine reasonable adjustment and customisation of assessment process Section 4:      Develop an assessment plan Student Instructions To complete this

Read More »

Nutrition Reviews Assignment 2 – Part A and Part B

This assignment provides you with the opportunity to determine an important research question that is crucial to address based on your reading of one of the two systematic reviews below (Part A). You will then develop a research proposal outlining the study design and methodology needed to answer that question

Read More »

NUR332 – TASK 3 – WRITTEN ASSIGNMENT

NUR332 – TASK 3 – WRITTEN ASSIGNMENT for S2 2024. DESCRIPTION (For this Task 3, the word ‘Indigenous Australians’, refers to the Aboriginal and Torres Strait Islander Peoples of Australia) NUR332 Task 3 – Written Assignment – Due – WEEK 12 – via CANVAS on Wednesday, Midday (1200hrs) 16/10/2024. The

Read More »

NUR100 Task 3 – Case study

NUR100 Task 3 – Case study To identify a key child health issue and discuss this issue in the Australian context. You will demonstrate understanding of contemporary families in Australia. You will discuss the role of the family and reflect on how the family can influence the overall health outcomes

Read More »

NUR 100 Task 2 Health Promotion Poster

NUR 100 Task 2 Health Promotion Poster The weighting for this assessment is 40%. Task instructions You are not permitted to use generative AI tools in this task. Use of AI in this task constitutes student misconduct and is considered contract cheating. This assessment requires you to develop scholarship and

Read More »

BMS 291 Pathophysiology and Pharmacology CASE STUDY

BMS 291 Pathophysiology and Pharmacology CASE STUDY Assessment No: 1 Weighting: 40% Due date Part A: midnight Friday 2nd August 2024 Due date Part B: midnight Sunday 29th September 2024 General information In this assessment, you will develop your skills for analysing, integrating and presenting information for effective evidence-based communication.

Read More »

Can't Find Your Assignment?

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