SITXCCS007 Enhance Customer Service Experiences Assessment Task 6

SITXCCS007 ENHANCE CUSTOMER SERVICE EXPERIENCES

SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES

SITXCOM005 MANAGE CONFLICT

Task summary

• There are two parts to this task:
• For Part A you are required to send an evaluation report to management.
• For Part B you are required to update policies and procedures as outlined in Part A‘s report and initiate training arrangements for employees.

Resources and equipment required to complete this task

• Access to textbooks and other learning materials.
• A computer with Internet access and Microsoft Word or similar software.
• The policies and procedures you developed in Assessment Task 4.
• Documentation provided to you, and developed by you, in Assessment Task 5.

When and where should the task be completed?

• This task may be done in your own time as homework or you may be given time to do this task in class (where applicable).
• Your assessor will provide you with the due date for this assessment.

What needs to be submitted?

• Part A: Report to management.
• Part B:Updated policies and procedures and email to employees.

Instructions

• Please note, you will use your documentation and information from the previous assessment task for this task.

• Marino management has asked that you complete a report on how the customer service practices, policies and procedures are working, and have asked you to review the numbers of complaints and conflicts in the past three months. They would like you to arrange any training required by staff members, and update policies and procedures if necessary. When your report is complete, send it to your assessor as if they were John Marino.

• Your report needs to include the following:
• An evaluation of the complaints register and summaries of outcomes.
• An evaluation of the two incidents that occurred during the period (from Assessment Task 6: role plays 6 and 7) and a summary of how they were handled and any improvements that could be made to procedures and practices involving conflict resolution and management.
• Any customer service issues you have noticed or feedback you received from customers and how this can be addressed.
• Possible causes of conflict between employees and how this can be managed.
• Training that you believe will be beneficial and arrangements you would like to put in place including sources of internal and external assistance that could be used.
• At least three suggestions to update policies and procedures. At least two of these suggestions should be updates to the policies and procedures that you developed in Assessment Task 4; and the third one can be to the policies and procedures provided to you as part of this assessment – or your own that you developed in Assessment Task 4.

• Your report has been read by management and they have approved your training arrangements and suggestions for policy and procedure updates.
• Update the policies and procedures as outlined in your report from Part A.
• Compose an email that will be sent to all staff communicating the changes and attach the updated policies and procedures. Advise them of the details of the training arrangements including benefits of receiving the training.