来自澳洲代写的顾客授权发布的enhance customer service experience，SITXCCS007作业要求片段，我们不会发布SITXCCS007的answer在网站，我们曾经写过SITXCCS007及相关的enhance customer service experience写过很多作业，考试，如果你也需要代写这个课程的作业请联系客服WX:QQ 5757940 ，代写人的代写服务覆盖全球华人留学生，可以为AU的学生提供非常准时精湛的服务，小作业assignment代写、essay代写享适时优惠，project、paper代写、论文代写支持分期付款，网课、exam代考预约时刻爆单中赶紧来撩。
该技能活动被设计成一系列示范性任务，应通过观察（由评估员或第三方，视情况而定）来评估。它将展示本能力单元所要求的所有技能--如有必要，你的评估员将向你提供进一步的说明。
任务摘要目标。为你提供一个机会，证明你具备本单元所要求的技能。这项活动将使你能够展示...
Question:
The skills activity is designed to be a series of demonstrative tasks that should be assessed by observation (by the assessor or third party, depending on the circumstances).
It will demonstrate all of the skills required for this unit of competency – your assessor will provide further instructions to you, if necessary.
Task summary
Objective: To provide you with an opportunity to show you have the required skills for this unit.
This activity will enable you to demonstrate the following skills:
This activity will enable you to demonstrate the following skills:
Reading skills to:
Interpret organisational policies and proceduresWriting skills to:
Record entries in customer service records Oral communication skills to:
Use probe questioning to determine customer needs, preferences and problems; clarify ambiguities; and adequately understand customer complaints Numeracy skills to:
Calculate the cost of products and services, estimate profitability, and consider the cost of customer compensation Problem-solving skills to:
Determine adequate and appropriate compensation for service or product difficulty Technology skills to:
Use computers and databases that manage customer profiles and promotional activities
Answer the activity in as much detail as possible, considering your organisational requirements.
- Outline your organisation’s policy and procedure for:
Complaints management
Equality and diversity
Loyalty schemes.
Refer to your source in your answer, e.g. Employee Handbook.
- Demonstrate how you would record an entry in a customer service record.
- Demonstrate that you are able to use probe questioning to determine customer needs, preferences and problems and to clarify any ambiguities that arise. Where there is no suitable opportunity to interact with an actual customer, your assessor may create a simulated environment for you to demonstrate your skills.
This activity will need to be observed, and a signed record of this observation (completed by the assessor or third party) should be uploaded in your answer. It should detail what was done, when it was done, the time it was completed in, the completed actions and the overall outcome of the tasks.
- Choose THREE products or services offered by your organisation. Using your organisation’s policy and procedure for offering compensation after a complaint as a guide, calculate the loss of profitability for offering each type of compensation on each product/service.
- Determine adequate and appropriate compensation for service or product difficulty. Where there is no suitable opportunity to interact with an actual customer, your assessor may create a simulated environment for you to demonstrate your skills.
This activity will need to be observed, and a signed record of this observation (completed by the assessor or third party) should be uploaded in your answer. It should detail what was done, when it was done, the time it was completed in, the completed actions and the overall outcome of the tasks.
- Enter your organisation’s system for managing customer profiles. For THREE different customers, retrieve the following information:
Name
Gender
Contact details and preferences
Order history.
Assessment Task B: Knowledge activity (Q & A)
The knowledge activity is designed to be a verbal questionnaire where the assessor asks you a series of questions to confirm your competency for all of the required knowledge in the unit of competency.
Task summary
Objective: To provide you with an opportunity to show you have the required knowledge for this unit.
The answers to the following questions will enable you to demonstrate your knowledge of:
Principles and benefits of enhanced customer service experiences and positive communication
Techniques to anticipate customer preferences, needs and expectations throughout the service experience
Conflict resolution techniques
Methods for enhancing service delivery in response to staff and customer feedback
Various extras and add-ons to enhance the customer experience
Specific industry sector:
Professional service standards and protocols for service industry personnel
Attitudes and attributes expected by the service industries to work with customers
Different customer service needs and expectations
Types of customer loyalty programs
Essential features and use of the customer databases
Particular organisation:
Designated response times for providing service and resolving complaints
Customer service policies and procedures
Complaint handling policies and procedures
Promotional services offered
Procedures for responding to common customer complaints
Methods of compensating dissatisfied customers
Factors to consider when determining compensation of dissatisfied customers
Awareness of special needs, customs and practices of various social and cultural groups of customers
Methods of collecting feedback
Essential features, conventions and usage of different types of communication techniques and equipment
Answer each question in as much detail as possible, considering your organisational requirements for each one.
- What are the principles and benefits of enhanced customer service experiences and positive communication?
- What techniques can be used to anticipate customer preferences, needs and expectations throughout the service experience?
- What are some conflict resolution techniques that may be used when dealing with an irate customer?
- What are some methods for enhancing service delivery in response to staff and customer feedback?
- Which extras and add-ons does your organisation offer to enhance the customer experience?
- Describe your obligations for each of the following in relation to your specific industry sector, using organisational policy and procedure as reference where necessary:
Professional service standards and protocols for service industry personnel
Attitudes and attributes expected by the service industries to work with customers
Different customer service needs and expectations
Types of customer loyalty programs
Essential features and use of the customer databases.
- Outline the following for your particular organisation:
Designated response times for providing service and resolving complaints
Customer service policies and procedures
Complaint handling policies and procedures
Promotional services offered.
- What is the procedure you would follow to respond to the following customer complaints?
Incorrect pricing or quotes
Delays or errors in providing products or services
Misunderstanding of customer requests
Escalated complaints or disputes
Other team members or suppliers not providing special requests
Misunderstandings or communication barriers
Unmet expectations of, or problems or faults with, a service or product.
- Which methods of compensating dissatisfied customers are standard within your organisation? When and how is compensation offered?
- What factors must you consider when determining the compensation of dissatisfied customers?
- Which social and cultural special needs, customs and practices require awareness in a customer service role?
- What are some methods of collecting formal and informal feedback?
- What are the essential features, conventions and usage of the different types of communication techniques and equipment used within your organisation?
Assessment Task C: Performance activity
The performance activity is designed to be a practical activity performed either in the workplace or a simulated environment. You should demonstrate the required practical tasks for the unit of competency and be observed by the assessor and/or third party, as applicable to the situation. If the third party is required to observe you, you will need to make the required arrangements with them.
If necessary, for the activities, you should attached completed written answers, portfolios or any evidence of competency.
Task summary
Objective: provide you with an opportunity to demonstrate the required performance elements for this unit.
This activity will enable you to demonstrate the following performance evidence:
Identify customer requirements and provide professional and personalised customer service experiences to two different internal and two different external customers to meet requirements
Demonstrate procedures to respond to and resolve three different customer complaints according to organisational policies and procedures
Demonstrate effective communication with the above internal and external customers, including any with special needs
Seek formal and informal feedback from customers on quality of above service
Provide above service to above customers in line with organisational customer service standards and within designated organisational response times Answer the activity in as much detail as possible, considering your organisational requirements.
At your workplace (or in a simulated workplace environment), perform the following tasks. These will need to be observed by your assessor/third party and all observations recorded in the observations and demonstrations checklist document.
- Identify customer requirements and provide professional and personalised customer service experiences to TWO different internal and TWO different external customers to meet requirements.
- Demonstrate procedures to respond to and resolve THREE different customer complaints according to organisational policies and procedures.
- Demonstrate effective communication with the above internal and external customers, including any with special needs.
- Seek formal and informal feedback from customers on quality of above service.
- Provide above service to above customers in line with organisational customer service standards and within designated organisational response times.
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