NAME: NAVDEEP SINGH ST ID:DC6281

Subject: Communication Methods

Dear sir,

This is Navdeep Singh, I’ve identified three effective methods for communication.

First one is communicating face to face with the customer, in which customer reported that
they are experiencing difficulties with the hot water in their room.

Second one is communicating with the customer over a phone a call, in which customer
requested for accessing the wheelchair during their stay at the hotel.

Third and last one is communicating with customer via email, in which customer is
inquiring about their booking at the hotel for 100 people.

Thanks.

Warm regards,

Navdeep singh
NAME : NAVDEEP SINGH ST ID: DC 6281

Subject: Hotel Booking Inquiry

Dear customer,

I hope this message finds you well. Thank you for considering our hotel for your stay. My
name is Navdeep Singh, and I'm here to assist you with your booking.

To ensure we accommodate you and your group appropriately, could you please let me
know the following details?

1. Number of people in your group.

2. Preferred dates for your stay.

Additionally, we require a 10% deposit to confirm your booking. You can deposit this
amount directly at the hotel.

Once I have these details, I'll be able to assist you further and ensure a seamless booking
experience.

Looking forward to hearing from you soon.

Warm regards,

Navdeep Singh

Chef
NAME: NAVDEEP SINGH ST ID: DC6281

Subject: Request for Booking Cancellation and Refund - Compassionate Circumstances

Dear CEO,

I hope this email finds you well. I'm reaching out to inform you about a request we
received from a customer who had booked accommodation for 100 people at our hotel.

Unfortunately, due to the unexpected passing of a close relative, they are unable to
proceed with their booking and have requested a cancellation along with a refund of
their full amount.

I wanted to seek your approval to process this refund promptly. Your guidance on the
next steps would be highly appreciated.

Thank you for your attention to this matter.

Warm regards,

Navdeep Singh

Chef
Talking to customer verbally face to face regarding the hot water supply in their room
Talking to customer over a phone call, customer is requesting access to a wheelchair .
Communicating to a customer via email, customer inquiring about the confirmation of his
booking for 100 people at the hotel.
 Assessment
SITXCCS014
Provide service to customers
Version Number: v1
Duke College (DC) CRICOS ID: 02564C
Unit Code: SITXCCS014
RTO ID: 90681
NAME: NAVDEEP SINGH ST ID: DC6281
SITXCCS014– Provide service to customers

Student copy (For Student use only)– SITXCCS014– Provide service

to customers:

Question 1: How should you communicate with customers? (10 – 20 words)

Answer: We should communicate with customer by using effective communication
through phone, email, or in person interactions, demonstrating active listening and
appropriate body language to establish credibility and connection.

Question 2: Discuss the strategies you use to respond to the non-verbal communication
cues of customers. (150225 words)
Answer: Here are some strategies:

Responding well to non-verbal cues from customers is essential for creating a positive and
trusting relationship. It's crucial to maintain relaxed eye contact to demonstrate
attentiveness and interest in the customer's concerns without seeming intrusive. Open
body language, like keeping arms uncrossed, indicates receptiveness and a willingness to
listen, fostering an environment where customers feel valued and understood.

Making physical adjustments, such as sitting while the customer stands or positioning your
seat towards them, can help reduce perceived power imbalances and make customers
more at ease in sharing their thoughts and concerns.

Avoiding pacing or fidgeting during conversations is also important, as it can distract from
the discussion and convey negative impressions like anxiety or boredom. Instead,
maintaining a calm demeanor shows professionalism and a genuine interest in the
customer's input.

By being attuned to these non-verbal cues and responding appropriately, you can
establish a welcoming and supportive atmosphere that encourages open communication,
ultimately leading to improved customer relationships and satisfaction.

Question 3: What is the importance of active listening? (25-50 words)

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Duke College (DC) CRICOS ID: 02564C RTO ID: 90681
NAME: NAVDEEP SINGH ST ID: DC6281
Answer: Active listening in hospitality builds trust, understands customer needs, and
enhances satisfaction. It fosters loyalty, boosts business through recommendations, and
provides valuable feedback for continuous improvement, crucial for overall success.

Question 4: What is a medium of communication? (30-60 words)

Answer: When a speaker or writer communicates with their audience, they do so through
a medium which can include written, spoken, or nonverbal elements. This channel is
known as a communication medium.

Question 5: Which uniform is mandatory for all customer service personnel? (30-60 words)
Answer: The dress code for customer service staff includes black trousers, black leather
shoes or boots, and a black or white collared shirt. High-visibility clothing may be worn
during staging or show setups for safety reasons. Staff must ensure that their uniform is
clean and properly ironed at all times.

Question 6: How should you provide effective customer service? (25-40 words)
Answer: - Understand your product and service thoroughly.
- Keep a positive demeanor.
- Think creatively to solve problems.
- Be prompt in responding.
- Customize your service for each customer.
- Encourage customers to find solutions on their own.

Question 7: Discuss the three Ps Graphic qualities of Customer Service. (225-300 words)
Answer: The three "P"s of customer service provide a foundational framework for
delivering exceptional experiences to customers:

1. Professionalism: At its core, professionalism is about how you present yourself and your
organization. It encompasses politeness, respect, and competence. In challenging
situations where a customer might be upset or frustrated, professionalism guides you to
Version Number: v1 Unit Code: SITXCCS014
Duke College (DC) CRICOS ID: 02564C RTO ID: 90681
NAME: NAVDEEP SINGH ST ID: DC6281
remain calm, listen actively, and respond with empathy. By doing so, you not only resolve
the issue at hand but also reinforce a positive image of your company.

2. Patience: Every customer is unique, and their needs or reactions can vary widely.
Patience in customer service means taking the time to understand each individual's
perspective, even if it requires extra effort. It's about refraining from making assumptions
and being flexible in your approach. By being patient, you create an environment where
customers feel heard and valued, fostering trust and loyalty.

3. Putting People First: This principle emphasizes that transactions are more than just
exchanges of goods or services for money. It's about building genuine connections. When
you prioritize the person over the sale, you focus on understanding their needs,
addressing their concerns, and making them feel valued. This human-centric approach
ensures that customers don't just leave satisfied with a product or service but also with the
overall experience. By putting people first, you lay the groundwork for long-term
relationships and repeat business.

In essence, these three "P"s guide customer service professionals to interact effectively,
empathetically, and authentically, creating memorable experiences that drive customer
satisfaction and loyalty.

Question 8: What are the four (4) ways you use to establish rapport with customers? (20-40
words)
Answer: To establish rapport with customers, be accommodating by matching their
conversational style, build trust by honoring commitments, show empathy to understand
and meet their needs, and be a good listener to address their concerns effectively.

Question 9: Outline steps to meet customer needs successfully. (60-80 words)

Answer: - Identify customer needs through surveys and focus groups.
- Distribute identified needs to relevant teams and departments.
- Create tailored solutions or products based on these needs.
- Collect feedback regularly to ensure alignment with customer expectations.

Question 10: How should you meet your customer’s needs and expectations in the
hospitality industry? (25 -40 words)

Version Number: v1 Unit Code: SITXCCS014

Duke College (DC) CRICOS ID: 02564C RTO ID: 90681
NAME: NAVDEEP SINGH ST ID: DC6281
Answer: - Always tell the truth to establish trust with guests.
- Utilize guest reviews to handle and establish expectations.
- Make the booking process simpler for easy access.
- Give priority to quick and diverse customer service responses.
- Refrain from promoting services that are not provided to avoid disappointment.

Question 11: How should you reduce the risk of chargebacks and minimise resulting hotel
losses? (60-75 words)
To reduce the risk of chargebacks and minimize resulting hotel losses, take the following
steps:
- Look for signs of fraud before guests arrive.
- Use an electronic card reader or a reliable imprinting device.
- Clearly outline payment terms, cancellation policies, and no-show fees.
- Include clauses for no-shows and attrition in group and event contracts.
- Encourage groups to manage their reservations independently.
- Send reminders to customers about deadlines and cancellations.
- Focus employee training on customer service to decrease complaints.
- Enhance hotel operations, boost efficiency, and reduce profit losses.

Question 12: How should you build good customer relationships? (60-75 words)
To build good customer relationships, you need to:
-Show customers that you understand what their needs are.
-Focus on potential customers.
- By helping customers by providing relevant information or suggestions.
- Keep customers informed about the benefits of doing business with you.

Question 13: What are the ways you use to recognise customer dissatisfaction? (25-50
words)

Version Number: v1 Unit Code: SITXCCS014

Duke College (DC) CRICOS ID: 02564C RTO ID: 90681
NAME: NAVDEEP SINGH ST ID: DC6281
- Examine the customer's behavior.
- Utilize questioning techniques to comprehend the customer's complaints or dissatisfaction.
- Identify any issues in providing products and services to the customer.

Question 14: Which communication techniques do you use to resolve customer complaints?
(25-50 words)
- Keep calm and collected.
- Listen attentively to comprehend the complaint.
- Display empathy and courtesy.
- Recognize and affirm the customer’s issue.
- Apologize genuinely and show appreciation.
- Act quickly to address the problem.
- Record the complaint for future use.
- Check back with the customer after resolving the issue.

Question 15: How should you handle guest complaints? (60-75 words)
Answer:
- Engage in active listening and offer a genuine apology.
- Accurately document the complaint information.
- Collaborate with the guest to explore possible solutions.
- Take immediate action to resolve the problem.
- Provide updates to the guest if there are any delays.
- Follow up to confirm guest satisfaction.
- Advise the guest on preventive measures.
- Ensure that the staff is properly trained and authorized.

Question 16: Make a list of some routine customer problems. (30-50 Words)

Version Number: v1 Unit Code: SITXCCS014

Duke College (DC) CRICOS ID: 02564C RTO ID: 90681
NAME: NAVDEEP SINGH ST ID: DC6281
Answer: Routine customer problems may involve:
- Improper pricing of products and services
- Delays in delivering products or services
- Misinterpretation of customer requests
- Supplying incorrect products or services
- Requests for reimbursements or exchanges.

Question 17: What strategies do you use to escalate customer service issues? (20-40
Words)
Answer: - Be clear about the issue using "What, When, How, Who".
- Gather all relevant information before communicating.
- Use "I" statements to express feelings without blaming.
- Maintain composure; avoid getting overly emotional.
- Choose appropriate communication methods, like face-to-face or video calls.
- Have a resolution plan; be ready to compromise if needed.
- Keep records of all interactions and discussions.

Question 18: Discuss the ways you use while providing internal feedback on customer
complaints. (40-60 Words)
Answer - Proactively reach out to customers weekly for their input.

- Conduct regular focus groups to evaluate department operations.

- Gather and showcase customer testimonials to highlight successes.

- Offer incentives like raffle prizes to boost feedback participation.

- Establish an anonymous online feedback platform for candid comments.

Question 19: How do you identify recurring customer complaints? (25 -40 words)
Answer: Ways of identifying recurring customer complaints:
- Review the feedback provided by past customers to analyze their experiences.
- Assess and review the feedback from customers.
- Engage with customers by asking questions to better understand their feedback.

Version Number: v1 Unit Code: SITXCCS014

Duke College (DC) CRICOS ID: 02564C RTO ID: 90681
 NAME: NAVDEEP SINGH ST ID: DC6281

SITXCCS014– Provide service to customers

Assessment Task 2: Customer service role plays
Information for students

You are required to prepare for, and participate in, a role plays with customers to find out about
their needs and provide information about the services available. You are then required to
provide the required services to the customer.
Following the role plays, you will need to liaise with three internal customers in order to resolve
customer issues.
You will need access to:

• your learning resources and other information for reference

• your Customer Service Policy and Procedures • Customer Information document
• List of Services document.
Ensure that you:

• review the advice to students regarding responding to written tasks in assessment task
instructions.
• comply with the due date for assessment which your assessor will provide
• adhere with your Kings submission guidelines
• answer all questions completely and correctly
• submit work which is original and, where necessary, properly referenced
• submit a completed cover sheet with your work
• avoid sharing your answers with other students.
Tasks Required for this unit:
This unit of competency requires that you:

• identify customer requirements and provide quality customer service to three different
internal and three different external customers to meet requirements
• provide service to above customers in line with organisational customer service standards
and within designated organisational response times
• use effective communication techniques with the above internal and external customers,
including at least one with special needs
Instructions for how you will complete these requirements are included below.

Activities

Complete the following activities.

Carefully read the following information.

Version Number: v1 Unit Code: SITXCCS014

Duke College (DC) CRICOS ID: 02564C RTO ID: 90681
 NAME: NAVDEEP SINGH ST ID: DC6281

• The Bridge Hotel offers high quality accommodation and dining, as well as conference
services for businesses that include on site catering, and other events such as weddings.

For the purposes of this assessment, you are employed as a Chef for the company. Your main
role is preparing menus and food, but you also assist with answering customer enquiries, liaise
with other staff and suppliers and complete a range of general administration duties.
Customer enquiries are received by the hotel's reception and forwarded onto you for action.

Today you have been forwarded enquiries from three customers who you need to respond to.
Their details are included in the customer information document. You will participate in a role
play with each of the three different customers. You will also need to refer each customer's
enquiry to three different staff members.

What do I need to demonstrate?

During your practical assessments you will be required to demonstrate a range of the skills
and knowledge that you have developed during your course. These include:

▪ Communicate with internal and external customers

o communicate with customers in a professional manner o respond to

customers within designated response times o use appropriate verbal
and non-verbal communication o observe and respond to non-verbal
communication of customers o use active listening and questioning to
enable effective two-way communication.
o select a suitable communication medium.

▪ Follow organisational standards when delivering service o

demonstrate high standards of personal presentation and
hygiene o follow organisational customer service policies
and procedures o demonstrate professional standards.

▪ Provide service to customers o establish rapport with

customers
o promote goodwill and trust while providing service
o identify customer needs and expectations, including customers with
special needs o meet all reasonable customer needs and requests o
identify and anticipate operational problems o take actions to minimise
operational problems o identify and act on opportunities to deliver
service above customer expectations.

How will I provide evidence?

Version Number: v1 Unit Code: SITXCCS014

Duke College (DC) CRICOS ID: 02564C RTO ID: 90681
 NAME: NAVDEEP SINGH ST ID: DC6281

Your assessor will provide you with templates to complete each task. You will find some
detailed information about providing evidence; this will include;

• an email outlining customer communication methods

• emails to relevant staff members.
You will need to complete each activity and submit the required task at the end of each step
completed. Tips for completing your activities
• Read through this assessment and each task before you get started and make sure you
understand what you need to do. If you are unsure, speak to your assessor and/or
supervisor.
• Stay up to date!
• Stay in touch with your assessor. Ask questions, raise issues, check in, communicate.
Most importantly, ask for help if you are having trouble!

1.Prepare for the role plays.

Read the case study information provided above, the Customer Information document as well as
the List of Services provided by Bridge Hotel.
Read the Customer Service Policy and Procedures:
to ensure that you understand the procedures to be followed, including:

• Personal dress requirements

• Managing enquiries
• Referring on enquiries that you are unable to respond to.
For each customer, and based on each situation, consider what would be the best way of
communicating with them, for example, through face-to-face means, by telephone or
electronically.

2.Send an email to your assessor.

The text of the email should be in grammatically correct English, written in an
appropriate (polite, businesslike) style.
It should give what you consider would be the most appropriate communication method
for each customer, indicating why you have chosen this method.

3.Meet with the customers.

Assume that all three customers have come to the hotel to meet you so your
communication with them will be conducted face to face.
Participate in each customer role play at the date and time specified by your assessor.

Version Number: v1 Unit Code: SITXCCS014

Duke College (DC) CRICOS ID: 02564C RTO ID: 90681
 NAME: NAVDEEP SINGH ST ID: DC6281

You must ensure that you meet personal presentation and hygiene requirements as set
out in the Customer Service Policy and Procedures. You will be assessed on this.
When exploring catering options with the customers, which is the primary focus of the
discussion, you may provide any information in relation to food and beverages that you
feel would be appropriate in the situation.
You will need to:

• greet the customer in accordance with company policy

• ask the customer about their service needs
• establish rapport with the customer and express a genuine interest in their
requirements so as to promote goodwill and trust
• clearly and accurately explain the services offered by bridge hotel that may be
suitable for the customer
• respond to questions and provide information promptly to assist the customer in
selecting the right options for them
• ensure you anticipate operational problems that may arise due to the customer's
booking request and timing
• identify information that you are unable to immediately provide to the customer
and respond in accordance with the Customer Service Policy and procedures
• demonstrate effective interpersonal skills including: o using a warm and friendly
tone to build rapport
o using relevant communication skills to meet the needs
of customers with specific needs o speaking clearly
o asking questions clearly and concisely o clearly and
accurately responding to questions o use active listening
techniques o using appropriate non-verbal communication.

Note that during the role plays, at least one customer will express
dissatisfaction. You are required to respond proactively to this to avoid a
complaint being made.

4.Follow-up after the meeting.

• Follow up the customer's requests for information that you were unable to
answer.

• This will be an email to the appropriate staff member as set out in the Customer
Service Policy and Procedures and within the designated timelines.

Version Number: v1 Unit Code: SITXCCS014

Duke College (DC) CRICOS ID: 02564C RTO ID: 90681
 NAME: NAVDEEP SINGH ST ID: DC6281

Assessment Task 2: Checklists

Student’s Name Navdeep Singh

Completed
Successfully?
Has the following been completed? Yes No Comments
Customer 1

The student has met personal presentation

Yes
and hygiene requirements.
At the start of the meeting, the student has
greeted the customer in a professional,
courteous and concise manner according to
company procedures, including:
Yes
• using the customer's name
• introducing themselves, and giving their
position in the organisation.
For the meeting, the student has followed
hygiene procedures in line with company Yes
requirements.
During the meeting, the student has
established rapport with the customer and
Yes
demonstrated a genuine interest in their
needs to promote goodwill and trust.
The student has demonstrated
Yes
professional standards.

Version Number: v1 Unit Code: SITXCCS014

Duke College (DC) CRICOS ID: 02564C RTO ID: 90681
 NAME: NAVDEEP SINGH ST ID: DC6281

The student has identified customer needs

Yes
and expectations including special needs.
During the meeting, the student has used
effective interpersonal skills including:

• using a warm and friendly tone to build

rapport
• using relevant communication skills to
meet the needs of customers with
specific needs Yes
• speaking clearly
• asking questions clearly and concisely
• clearly and accurately responding to
questions
• using active listening techniques
• using appropriate non-verbal
communication.
The student has provided prompt customer
service to meet the customer's needs Yes
according to organisational requirements.
The student has identified and anticipated
operational problems and take action to Yes
minimise the effect on customer satisfaction.
The student has proactively recognised
customer dissatisfaction to avoid a complaint Yes
being made.

Customer 2
The student has met personal
Yes
presentation and hygiene requirements.
At the start of the meeting, the student
has greeted the customer in a
professional, courteous and concise
manner according to company
procedures, including: Yes

• using the customer's name

• introducing themselves, and giving
their position in the organisation.
For the meeting, the student has followed
hygiene procedures in line with company Yes
requirements.

Version Number: v1 Unit Code: SITXCCS014

Duke College (DC) CRICOS ID: 02564C RTO ID: 90681
 NAME: NAVDEEP SINGH ST ID: DC6281

During the meeting, the student has

established rapport with the customer
Yes
and demonstrated a genuine interest in
their needs to promote goodwill and trust.
The student has
demonstrated professional Yes
standards.
The student has identified customer
needs and expectations including special Yes
needs.
During the meeting, the student has used
effective interpersonal skills including:

• using a warm and friendly tone to

build rapport
• using relevant communication skills
to meet the needs of customers with
specific needs
• speaking clearly Yes
• asking questions clearly and
concisely
• clearly and accurately responding to
questions • using active
listening techniques using
appropriate non-verbal
communication.
The student has provided prompt
customer service to meet the customer's
Yes
needs according to organisational
requirements.
The student has identified and
anticipated operational problems and
Yes
take action to minimise the effect on
customer satisfaction.
The student has proactively recognised
customer dissatisfaction to avoid a Yes
complaint being made.
Customer 3
The student has met personal
Yes
presentation and hygiene requirements.

Version Number: v1 Unit Code: SITXCCS014

Duke College (DC) CRICOS ID: 02564C RTO ID: 90681
 NAME: NAVDEEP SINGH ST ID: DC6281

At the start of the meeting, the student

has greeted the customer in a
professional, courteous and concise
manner according to company
procedures, including: Yes

• using the customer's name

• introducing themselves, and giving
their position in the organisation.
For the meeting, the student has
followed hygiene procedures in line with Yes
company requirements.
During the meeting, the student has
established rapport with the customer
and demonstrated a genuine interest in Yes
their needs to promote goodwill and
trust.
The student has
demonstrated professional Yes
standards.
The student has identified customer
needs and expectations including Yes
special needs.
During the meeting, the student has
used effective interpersonal skills
including:

• using a warm and friendly tone to

build rapport
• using relevant communication skills
to meet the needs of customers with
specific needs Yes
• speaking clearly
• asking questions clearly and
concisely
• clearly and accurately responding to
questions • using active
listening techniques using
appropriate non-verbal
communication.
The student has provided prompt
customer service to meet the
Yes
customer's needs according to
organisational requirements.

Version Number: v1 Unit Code: SITXCCS014

Duke College (DC) CRICOS ID: 02564C RTO ID: 90681
 NAME: NAVDEEP SINGH ST ID: DC6281

The student has identified and

anticipated operational problems and
Yes
take action to minimise the effect on
customer satisfaction.
The student has proactively recognised
customer dissatisfaction to avoid a Yes
complaint being made.

Satisfactory✓
Task Outcome: Not Satisfactory

Assessor Signature: RV

Assessor Name: Roger Vernon

Date: 26 April 2024

Version Number: v1 Unit Code: SITXCCS014

Duke College (DC) CRICOS ID: 02564C RTO ID: 90681