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Sample Solution for SITXCCS014 - Provide Service to Customers

The Continent Hotel is a 4-star premiere hotel in Australia. Access your workplace’s policies and procedures on empowering different levels of personnel to resolve each of the following:

  • Complaints,
  • Disputes,
  • Services Issues,
  • Customer Compensation,

Empowering means providing the employees sufficient opportunity, authority and resources to perform their roles.

Different levels of personnel refer to the chain of command in the customer service. From the top, the chain of command goes from managers, followed by supervisors, and finally the frontline staff.

Complete the table below by outlining the following for each level of personnel:

  • Policy statement,
  • Procedures
  1. 1
  2. 2

Operations Assignment Sample

Q1:

Answer :
 Resolving Complaints

 

Policy Statement:

 

 

 

Procedures:

 

All complaints must be addressed professionally for a good customer satisfaction
Managers Address and resolve high-level or unresolved complaints.
Supervisors: handle complaints escalated from frontline

 

Managers: Review complaint details, Engage with guest for resolution, Implement solution, Document and follow up.
Supervisors: Assess complaint, Resolve with guest involvement, Document resolution, Report to management if needed.
Resolving Service Issues

 

Policy Statement:

 

 

 

Procedures:

 

Service issues must be addressed fast to keep service quality and customer satisfaction
Managers: Oversee and resolve significant service issues affecting guest experience
Supervisors: Address service issues escalated from frontline staff.

 

Managers: Investigate the issue, Determine appropriate resolution, Communicate outcome, Monitor effectiveness.
Supervisors: Evaluate the situation. provide solutions, Communicate with guest, Document and follow up.
Resolving Disputes

 

Policy Statement:

 

 

 

Procedures:

 

Disputes customers must be handled professionally 
Managers: Handle complex disputes that require higher authority
Supervisors: Resolve disputes escalated from frontline staff

 

Managers: Investigate the dispute thoroughly,  Mediate between parties to reach a resolution, Communicate the final decision to all involved, Document the resolution and follow up to ensure satisfaction
Supervisors: Assess the details of the dispute, Mediate and negotiate a resolution, Communicate the resolution to the guest and staff involved, Document the outcome and report to management if needed.
Resolving Customer Compensation

 

Policy Statement:

 

 

 

 

 

Procedures:

 

Customer compensation should be provided when there is a valid reason for it.
Managers: Authorize and oversee compensation for significant issues.

 

Managers: Review the details of the compensation request, Determine the appropriate level of compensation, Approve and process compensation. 4. Communicate the decision to the guest and ensure follow-up, Document the compensation.
Supervisors: Evaluate the request based on hotel policies, Offer compensation within approved limits, Communicate the compensation decision to the guest, Document the outcome and escalate to management if needed.

 

Q1: Complete the table below by Describing how each communication technique is used to provide customer service Identifying an example of a situation where each communication technique is used when providing customer service

Answer :
Communication Technique How Each Communication Technique is Used Situation Where Each Technique is Used

 

Active listening

 

 

 

 

 

Making clarification

 

 

 

Appropriate response

 

Active listening involves fully concentrating what the customer is saying. It helps in acknowledging their concerns and provides a basis for an appropriate response.

 

Making clarification involves asking questions or rephrasing statements to ensure that both the customer and the service provider have a clear understanding of the situation or request.

 

Providing an appropriate response means reacting to the customer's request or issue in a manner that meets their needs and expectations, using suitable language and actions.

 

A customer expresses frustration about a room service delay. The staff listens carefully to understand the full scope of the issue before addressing it and providing a solution.

 

A guest requests a room with a view but isn't specific about which view. The staff asks clarifying questions to determine if the guest wants an ocean view, city view, or another option.

 

A customer complains about a noisy room. The staff responds by apologizing, offering a quieter room, and providing a discount or complimentary service to rectify the situation.

 

Q1: Read the scenarios below. Some questions will require you to access Customer Service Standards Policy and Procedures in the link below: Customer Service Standards Policy and Procedures, https://thecontinenthotel.precisiongroup.com.au/resources/policies-and-procedures/customer-service/ Answer the questions below on techniques and equipment to communicate with customers.

Answer :

Scenario 1
You are a front desk associate at The Continent Hotel. There will be a seminar on public health and safety in one of the hotel event halls. Your manager instructed you to contact at least 30 participants of the seminar. You send an email to inform them of the time, location, event name and purpose of the event.
In sending an email, you use the compose pane.
You send invites to multiple participants in one click.

Q1. Briefly explain why email is the most appropriate communication equipment to use in the scenario.

 

Email is the most appropriate communication equipment because it allows you to efficiently reach multiple participants at once with detailed information about the seminar.

Q2. Identify the feature used to create the email.

The feature used to create the email is the Compose window.

Q3. Access the Engaging With Customers or Guests of the Customer Service Policy and Procedures to answer the question below.
Outline the four email conventions a work email must include.

  • A clear and concise subject line that reflects the purpose of the email.
  • A professional greeting addressing the recipient(s) appropriately
  • Well-structured content that clearly conveys the necessary information in a professional tone.
  • A formal closing that includes your name, position, and contact information.

Scenario 2
A loyal customer has filed a complaint regarding the bathroom in his hotel suite. He mentions that the water heater in the faucet is malfunctioning. Your manager instructed you to transfer him to another hotel room. As a final reminder, you manager reminds you that he is a valuable customer and you must return his call immediately and personally.
As a front desk associate, you reviewed the organisation’s handbook regarding procedures on handling customer calls.
You also need to use Call Return to automatically call back the customer and respond to his complaint.

Q4. Briefly explain why telephone is the most appropriate communication equipment to use in the scenario.

 

The telephone is the most appropriate communication equipment because it allows for immediate, direct, and personal interaction with the customer. This is especially important for addressing complaints quickly and demonstrating the hotel's commitment to customer satisfaction, particularly for a valued and loyal customer.

Q5. Identify the telephone feature that needs to be used in the scenario.

The telephone feature that needs to be used is Call Return to automatically call back the customer and address his complaint promptly.

Q6. Access the Engaging With Customers or Guests of the Customer Service Policy and Procedures to answer the question below.
Outline the three things that you need to state once the customer answers the call.

  • Clearly state your name and your position at The Continent Hotel and greetings.
  • Express understanding of the complaint and apologize for the inconvenience caused.
  • Inform the customer the purpose of the call