SITXCCS501 Manage Quality Customer Service
Assessment 3
Project – Developing and managing policies and procedures for customer service
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ASSESSMENT INSTRUCTIONS
Please complete the student details section.
This Assessment consists of 2 parts:
Part A requires you to develop a set of policies and procedures to address the service shortfalls of the case study
overleaf including the provisions for staff training, monitoring and review.
Part B requires you to provide an overview of the specific legal requirements which apply to:
1. Pricing
2. Advertising
3. Complaints handling
4. Product safety
5. Warranties
This assessment is one form of assessment type that is used to collect evidence and will count towards gaining competence toward this unit.
To demonstrate competence each question must be answered by the student.
If more space is required for any answer then student can attach a separate page containing their name, assessment date, unit title unit code and the assessment task number and attach this page with the current assessment task before submission.
When you have completed all the questions check your work before submitting.
Please note once the assessor has marked your work they will provide you with feedback. Based on the feedback if you are required to resubmit any question/s then you must complete those question/s by adding more information.
You will be required to complete other relevant assessment tasks for this unit.
Part A
Case Study
Mr and Mrs Jones were looking forward to celebrating their 5th wedding anniversary in style and had great plans for their special evening. Mr Jones decided to book a table for two for dinner at the recently refurbished “Cape Lighthouse”, a restaurant with commanding views over the Coral Sea. To ensure a nice table with views for this occasion, Mr Jones had contacted the restaurant 2 months prior to make a reservation with a male staff member who appeared to be very professional. The booking was then confirmed by telephone with Alex, a waitress, 1 week prior to the booked date.
On their anniversary Mr and Mrs Jones arrived at the restaurant; however they found there was no booking in their name. Staff were unable to locate any booking information. Mr Jones was asked whom he had spoken to, to make the reservation and provided the details of staff; however this was somehow shrugged off and they were asked to wait at the entry to “see whether a table could be arranged”.
As it was a Friday night the restaurant was very busy. Mr and Mrs Jones had to wait 15 minutes before they finally were led to a small table the back of the restaurant near the kitchen doors.
After a further 15 minutes they were attended to by a drink waiter who took their order for an aperitif. The Joneses placed their food and wine order and their entrees arrived after 30 minutes. The white wine to go with the entrees did not arrive and the drinks waiter seemed to ignore their eye contact.
The main course for Mr Jones arrived within 5 minutes after the entrees had been cleared, however Mrs Jones’ meal did not arrive for another 20 minutes.
Mrs Jones was very upset with the service and was almost on the verge of leaving.
When Mr and Mrs Jones went to pay the cheque on their way out, Mrs Jones was expecting an apology from the restaurant staff with regards to their booking and the delay in the service, unfortunately no one was around even to talk about it.
Mr and Mrs Jones decided that this was the last visit ever at this establishment. They definitely would tell their family and friends about their dining experience at “Cape Lighthouse”.
The case study above describes the service experience of Mr and Mrs Jones at the Cape Lighthouse for their anniversary.
1. You are required to develop a policy and procedures for each of the following problem areas which were evident:
a. Bookings
b. Staff Presentation / Greeting / Hosting
c. Reporting requirements / staff hierarchy (General Responsibilities and who is to be contacted in case of an issue – if your industry sector varies [events, cookery, tourism, accommodation]you may use the hierarchy which is commonly relevant to that industry sector)
d. Customer Service Procedures for Service (Orders, timelines, attendance)
e. Dealing with complaints
2. Each policy needs to include:
The policy name
e.g. Reservations Policy
The aim or purpose
To ensure customer reservations in person or by electronic means are handled in a professional and efficient manner
The details of what is included
Greeting, Salutation, active listening, verifying needs, checking availability, confirming details, securing deposit (optional), recording details and contact info.
The procedures included to achieve the purpose
Specific procedures for each of the above details which clearly describe which steps need to be followed e.g.
“Welcome to Hotel Futura, this is Jim” .... or a standard format to reply in writing or using email etc.
What are the requirements to train staff to be able to perform the procedures?
Making each policy and procedures available for familiarisation/ presentation during training session/ informal assessment/observation/Coaching/ Mentoring/Formal Training Provisions etc.
How will this policy and its effectiveness be monitored and evaluated?
e.g. observation by supervisors/managers/ customer satisfaction/Survey Responses/Number of errors and complaints etc.
To whom will this policy be made available? How?
e.g. to all staff and/or customers or staff only. Compendium, cabinet accessible by all staff etc.

Part B
1. Go to http://www.accc.gov.au/business and provide an overview of the specific legal requirements which apply for the following aspects and refer to the industry codes relevant to your industry sector:
a. Pricing
b. Advertising
c. Complaints handling
d. Product safety
e. Warranties