use your own word Thank you.
Assessment Task 2 Provide Visitor Information Role play and Portfolio Activities Develop a portfolio It will be helpful in your role to have a portfolio of information about Hunter Valley region. During this project you will collect information and store it in a folder so you can access it when needed. The information must be included in your portfolio including: A list of accommodation options A list of local dining options Information or flyers about local entertainment venues Information or flyers about local places of interest Information or flyers about local products and/or services Local shopping facilities Local transport options Road conditions Sporting facilities Tours, local outings and trips Travelling routes Weather conditions Answer: You must include all point information above in portfolio *Notes: Link for the information about Hunter Valley https://www.huntervalleygardens.com.au/ https://www.winecountry.com.au/plan/hunter-valley-visitor-information-centre https://www.visitnsw.com/destinations/hunter/hunter-valley https://www.winecountry.com.au/ Conduct a 20-minutes meeting Role-play Scenario You are meeting with your colleagues (two of your classmates) to present your portfolio. This way you will be able to share information. Take notes during the meeting. As you find new information you can add them to your portfolio. Role-play Conditions Your assessor will organise the meeting and arrange two students from the class to participate in the meeting. During the meeting, you are required to: Share information with others using effective communication skills Proactively seek input and opinions from team members Respecting and considering the input and opinions of others Discuss and share information on sources to update and maintain local area knowledge Answer: Make 3-4 Paragraphs (answer according to all point in “during the meeting”) Role-play to provide information to three (3) different visitors Role-play Scenario Use the portfolio information prepared in above task to provide current, accurate and relevant information about Hunter Valley local area features to three different visitors. Role-play Conditions Your assessor will play the role of three different visitors and seek information of local area features. During the role-play, you are required to: Identify specific information and assistance needs of visitors Provide appropriate scope and depth of information to meet visitor needs Identify and use opportunities to promote local products and services Provide information and assistance in culturally appropriate manner Provide information and assistance according to organisational service standard (Refer to Appendix 1 – Sample Customer Service Policy and Procedure) Proactively seek visitor feedback by having a casual discussion to endure required information has been provided Answer: make 3 different visitors and seek information of local area features ( answer according to all point in “during the role-play) Write 2-3 paragraphs for each different visitors. Develop a survey to collect customer feedback You are then required to develop a survey with minimum five (5) structured questions to collect customer feedback on above services provided for Activity 3. Answer: You need to make a customer survey and the instruction and than make a table for the questions and the choice ( strongly agree, agree, neutral, disagree, strongly disagree). Role-play Customer Feedback Role-play Scenario You are the manager of Hunter Valley Garden. You have received a formal complaint from a customer regarding the wedding ceremony that has been held recently at your premise. The contents of the complaint are as below: “The wedding was organised good, however, on the night your staff kept annoying my bridesmaid to assist them as she used to work there, which was unprofessional. You also stuffed up my meal as I have dietary requirements and I ended up not being able to eat, your staff seemed confused by what could or couldn’t go in it so I didn’t want to take any risk.” Role-play Conditions Your assessor will play the role of the colleague. And you are now required to provide the feedback information to the relevant colleague (your assessor). During the role play, you will need to: Discuss the purpose of the meeting Discuss the main themes of the complaints Provide opportunity for the team member to contribute on how customer service can be improved Discuss training needs associated with customer service Demonstrate effective communication skills Answer: Write 3-4 paragraphs (answer according to all point in “during the role-play”)
use your own word Thank you.
Appendix 1 –Customer Service Policy and Procedure Our customers are our number one priority for they are the basis of our business. Therefore, our attitude toward providing good customer service is of paramount importance. Management and staff need to be fully aware of our customer’s needs, and must respond sympathetically and professionally to their reasonable demands. Knowing our customers, and their requirements, will enable us to provide the appropriate facilities and services, and create repeat business and good word of mouth publicity. General Principles Staff will: demonstrate to the customer always respect, courtesy, patience, attentiveness, consideration and sensitivity that is appropriate to the age, culture and linguistic background of the individual or group listen to what customers have to say and determine the exact nature of the request respond to customer enquiries promptly and efficiently in a timely manner act with integrity and honesty when dealing with customers if unavailable or away from the office, return email messages promptly upon returning If away from the office for two or more days an “out of office” message is to be left on outlook and the telephone. provide the customer with advice and other information that is accurate, clear, concise, reliable and in plain language be sensitive to any language or other communication difficulties experienced by customers when providing advice and other information present a positive image of the organisation to the public. Managing Telephone Enquiries The following procedure should be followed for telephone enquiries. Answer the phone in a timely manner: all telephone calls should be answered on or before the fifth ring. Greet the client with ‘Good morning/afternoon, this is (your name)’ Be warm and friendly Speak slowly and clearly Be careful with language: slang or jargon is not to be used Be positive and helpful: if you don’t know the answer say that you will find out the answer and get back to the customer via telephone or email with the answer. Give clear advice to the caller about when the caller can expect a response when calls cannot be fully responded to immediately. This should be within 1 business day. Deal with customers calmly, courteously and patiently, even when the callers are angry, aggressive or distressed. Remain polite and seek help if necessary Answer unattended telephones in the absence of colleagues whenever practical Respond to telephone messages within one business day whenever practical Change voicemail message(s) when absent from the office for any period. For example, an external all-day meeting, state/territory based public holiday or leave. Managing Written Enquiries All written communication will be clear and concise and adopt a formal tone. We endeavour to acknowledge receipt of written correspondence: email within one working day mail within three working days Where our staff is writing to a customer in response to an enquiry or other matter, all written correspondence must be finalised in the timelines shown above. The email checklist must be reviewed and used to develop all email correspondence. Complaints and Feedback We welcome complaints from customers. If a customer wishes to make a complaint, they may contact us via email or via phone and discuss their complaint. Where the complaint cannot be resolved at this first point of contact, the complaint will be referred to the management team. The customer will be contacted with three working days to advise of the outcome of their complaints. We also welcome feedback from all its customers and sends a link to an on-line survey for all customers to complete. Dealing with difficult customers All staff are expected to treat customers with courtesy and respect always and to make every reasonable effort to address the customer’s needs even when the customer is rude or difficult. Staff must try and put themselves in the customer’s shoes and be empathetic. Actively listen to what the customer is saying and repeat their concerns to make sure you are addressing the right issue. Use calm, objective wording e.g. As I understand you are quite rightly upset because your delivery did not arrive in the time we specified. Apologise to the customer and present a solution. For example, you could offer a discount on a future service. All feedback should be recorded. Where the customer indicates they wish to lodge a formal complaint, outline the complaint procedure as in the company’s complaints handling policy. Email checklist Subject field of email is clear and concise – no capitals Relevant recipients identified Email includes greeting and name and position Email body concise and to the point Email checked for spelling and tone before sending. Tone should be warm. Dress code All employees are expected to represent the business, and dress accordingly. All customer service staff members are required to wear business attire. SITXCCS002 Appendices and Templates Version 1.0, January 2023 Page 3 of 3