Assessment-6
SITXCCS007 ENHANCE CUSTOMER SERVICE EXPERIENCES
SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES
SITXCOM005 MANAGE CONFLICT
Student Must Fill this Section
Student Name:
Student ID:
Term:
Year:
Privacy Release Clause: “I give my permission for my assessment material to be used in the auditing, assessment validation & moderation Process”.
Authenticity Declaration: “I declare that:
• The material I have submitted is my own work;
• I have given references for all sources of information that are not my own, including the words, ideas and images of others”.
Student Signature: Date:
Assessment Outcome
Assessor Name:
Attempt Satisfactory Not Yet Satisfactory Date Assessor Signature
Initial attempt
? ?
2nd attempt/Re-assessment
? ?
Information for Student:
• All work is to be entirely of the student.
General Information for this assessment:
• Read the instructions for each question very carefully.
• Be sure to PRINT your FIRST name & LAST name in every place that is provided.
• Short questions must be answered in the spaces provided.
• For those activities requesting extra evidence such as: research reports, essay reports, etc. The student must attach its own work formatted in double space, Arial 12 pts.
• All activities must be addressed correctly in order to obtain a competence for the unit of competency.
• If the student doesn’t understand the assessment, they can request help from the assessor to interpret the assessment.
• Re-submission of assessment after the term will incur additional fees.
Re-assessment of Result & Academic Appeal procedures:
If a student is not happy with his/ her results, that student may appeal against their grade via a written letter, clearly stating the grounds of appeal to the Chief Executive Officer. This should be submitted after completion of the subject and within fourteen days of commencement of the new term.
• An appeal in writing is made to the Academic Manager providing reasons for re-assessment /appeal.
• Academic Manager will delegate another faculty member to review the assessment.
• The student will be advised of the review result done by another assessor.
• If the student is still not satisfied and further challenges the decision, then a review panel is formed comprising the lecturer/trainer in charge and the Academic Manager OR if need be an external assessor.
• The Institute will advise the student within 14 days from the submission date of the appeal. The decision of the panel will be deemed to be final.
• If the student is still not satisfied with the result, the he / she has the right to seek independent advice or follow external mediation option with nominated mediation agency.
• Any student who fails a compulsory subject or appeals unsuccessfully will be required to re-enrol in that subject.
The cost of reassessment will be borne by the Institute. The external assessor will base his/her judgement based on principles of assessment. These principles require assessment to be reliable, fair, practical and valid.
Academic Appeals:
• If you are dissatisfied with the outcome of the re-evaluation process, you have a right to appeal through academic appeals handling protocol.
• To appeal a decision, the person is required to complete the WSC- Request for Appeal of a Decision form with all other supporting documents, if any. This form is available via our website. The completed Request for Appeal form is to be submitted to the Student Support Officer either in hard copy or electronically via the following contact details:
Student Support Officer, Western Sydney College (WSC), 55 High St, Parramatta NSW 2150, Email: info@wsc.nsw.edu.au
• The notice of appeal should be in writing addressed to the Chief Executive Officer and submitted within seven days of notification of the outcome of the re-evaluation process.
• If the appeal is not lodged in the specified time, the result will stand and you must re-enrol in the unit.
• In emergency circumstances, such as in cases of serious illness or injury, you must forward a medical certificate in support of a deferred appeal. The notice of appeal must be made within three working days of the concluding date shown on the medical certificate.
• The decision of Chief Executive Officer will be final.
• Student would then have the right to pursue the claim through an independent external body as detailed in the students’ complaint / grievance policy.
Comments/Feedback to Students
Assessment Task 6: Evaluation
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.
PART A
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.
Background information
Post-follow up customer feedback indicated that the customers from role plays 1, 2 and 4 were happy with the final outcomes and the way the situations were handled.
Other feedback gathered indicates that 80% of customers are very satisfied with customer service and there were no other complaints made during the period.
You have identified that the staff need training in how to manage conflict more effectively with each other and you would also like to provide them with training on how to deal with aggressive customers after the incident that happened earlier this month.
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.
What do I need to hand in for Part A of this task? Have I completed this?
Report to management ?
PART B
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.
What do I need to hand in for Part B of this task? Have I completed this?
Updated policies and procedures and email to employees ?

ASSESSMENT TASK 6: EVALUATIONS
PART A
Did the student: Yes No Comments
Develop a report that includes a satisfactory:
• evaluation of the complaints register and summaries of outcomes
• evaluation of the two incidents that occurred during the period and a summary of how they were handled including improvements that could be made to procedures and practices involving conflict resolution and management
• report of customer service issues noticed or feedback received from customers and how this can be addressed
• report on possible causes of conflict between employees and how this can be managed
• suggestions on training that they believe will be beneficial and arrangements they 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 they developed?
See Marking Guide for assistance with marking.
Please add any feedback to the student about this task on the Assessment Cover Sheet. Keep a copy of the completed Assessment Task Cover Sheet.
PART B
Did the student: Yes No Comments
Satisfactorily update the policies and procedures in line with their report to management?
See Marking Guide for assistance.
Compose a satisfactory email to staff communicating changes to policies and procedures, training arrangements and benefits, and attach the policies and procedures to the email?
See Marking Guide for assistance.
Please add any feedback to the student about this task on the Assessment Cover Sheet. Keep a copy of the completed Assessment Task Cover Sheet.
Please note any reasonable adjustments made for this task below.
Assessment Task 6 Outcome: Satisfactory • Not Satisfactory • Date:
Part A Outcome: Satisfactory • Not Satisfactory • Date:
Part B Outcome: Satisfactory • Not Satisfactory • Date:
Trainer/assessor name: Trainer/assessor signature: