SITXCCS007 X SITXCCS008
Enhance customer service experiences &
Develop and manage quality customer service practices
Assessment 1
Yossawat Yodmongkon
Student No.: 11747
Table of Contents
1. Place of employment or a past place of employment....................................................................3
2. Provide an overview of the characteristics of customers you typically encounter at the business
previously described...........................................................................................................................3
3. Suggests 3 service standards to encourage quality customer service..........................................3
4. Provide and explain 5 examples of products and services you offer at the business previously
described............................................................................................................................................3
5. Choose 2 of the products and services you described previously. Describe the types of
problems which might occur in relation to each product or service...................................................4
6. From the problems identified previously. What solutions could you implement to solve the
customer’s immediate problem and also demonstrate high quality customer service?.....................4
7. Why is it important to understand your competition in order to plan for quality customer service?
............................................................................................................................................................4
8. Provide and explain one method for informal and formal research that can be used to develop
quality customer service.....................................................................................................................5
9. Provide 2 examples each, for internal and external factors that management must be aware in
order to provide quality customer service...........................................................................................5
10. Identify ways you can obtain information about current trends in your industry..........................5
11. Ways to develop a good relationship with suppliers in regards to efficient service delivery.......6
1. Place of employment or a past place of employment.
I have been working in a small cafe which is located at Kensington, Melbourne. The cafe offer
modern fusion Aussie breakfast and lunch, also provide beverage as smoothie, juice, coffee.
2. Provide an overview of the characteristics of customers you typically encounter at the
business previously described.
- Local customer : Who is customer lives near by cafe and they are a royalty regular customer.
Almost this type of customer usually dine in order same coffee and food menu
- Office worker : Which is the people working around the area and some of them are regular
customer too. They always come to get some coffee before starting work and sometimes they dine
in / take away food for their lunch.
- Worker : this kinds of people who work in the early morning and they come for taking away
coffee and some easy to take food such as sandwich, warp, croissant, bagel.
- Traveler : this type of customer is not much in this area.
3. Suggests 3 service standards to encourage quality customer service.
Consistency : Customers appreciate consistency in service and services. This poses a challenge
when employees go out of their way or bend a policy to please a customer.
Accuracy : Providing correct information to customers—be they internal or external—is imperative
to deliver at least the minimum level of service. People make decisions and act upon the
information they receive—and receiving inaccurate information could potentially make a customer
or co-worker go down a very wrong and inefficient path…leading to poor customer experiences.
Speed Standards : quick service means convenience for customers. Speed is a
stable determinant for customer satisfaction
4. Provide and explain 5 examples of products and services you offer at the business
previously described.
Products
- Coffee : Black & White Coffee
- Breakfast : Egg Benny, Baked Egg chorizo, Egg on toast, Sandwich
- Lunch : Fried Chicken, Chicken parma, Burger w/ chip
- Sweet ; Donut jam, Lukemake donut, Cake, waffle, Pancake
- Smoothie & Juice
Services
- Dine in Table
- Takeaways
- Delivery Available (Uber, DoorDash, Menulog)
- Phone order
- Booking table
5. Choose 2 of the products and services you described previously. Describe the types of
problems which might occur in relation to each product or service.
Product
1. Coffee : Some of customers are not understand in the basic of coffee. For example, a
customer ordered piccolo latte but when they get the order they said why the coffee too small.
After that we need to make a new one for customer and explain how it different.
2. Allergic customers : Some of menu contain of nut, daily, or gluten that we described in the
menu already but the customer did not read it properly. With our policy we made the new dish
to the customer with their customise on that menu.
Service
1. Waiting order : While busy time, some customers ordered coffee more than 5-6 cups in a docket
with different milk that consumed the time and delayed the next order but the next customer can
not wait with their reason then need to refund and cancel the order
2. Reservation table : With our policy, we accept only 4 more people for reserving table. However
some customers was not understand why they could not booked and complaining on social
network
6. From the problems identified previously. What solutions could you implement to solve
the customer’s immediate problem and also demonstrate high quality customer service?
1. Apologize to customers and find out what the customers need to get form us by asking or
explain how different between coffee menu
2. Training staffs to ask customer all the times about allergic or tolerance some ingredients to
make sure and safe for customer and business.
1. Telling the other staff up for help to be double barista on the busy time for making coffee
faster ber cup and Apologize for waiting and Thank you for your patient when served to
customer.
2. Apologize to customers and tell customers we still have table available for customers and
you can walk in.
7. Why is it important to understand your competition in order to plan for quality customer
service?
Knowing who our competitors are, and what they are offering, can help us to make our
products, services and marketing stand out. In order to plan for quality customer service. We need
to find how different we are , Is the experience that we provide our customers better than the
experience our competitors provide them? so we need to find the best what we have to offer them
to customer. Make them satisfy and make our service worth for memorable which can make them
to be a regular customer.
8. Provide and explain one method for informal and formal research that can be used to
develop quality customer service.
Informal research:
Interviewing a targeted audience - (Example: Talk to a specific kinds of customers or group of
customers), ask them what they feel and expect in customers service, any specific experience
they have had before about customer service whatever in good side or bad side
Formal research:
Surveys - (Example: use questionnaires to conduct information from customers such as Q&A,
level of
satisfaction to dissatisfaction), the professional surveys data can systematically analysis and
find out what we want to know and investigate
9. Provide 2 examples each, for internal and external factors that management must be
aware in order to provide quality customer service.
Internal factors
A happy working environment leads to happy staff which makes a good impression of
your business on the customer. Conversely, unhappy or grumpy service staff can have a
strong adverse effect on your business.
Internal factors include
1. Products and services – the types of products and services you offer will influence how you
offer services as well as the quality level
2. Staff – recruitment practices, in-house training, experience mix, staff policies and more have
a strong influence on customer service
External factors
Trends and developments can involve changes in demographics, economic and political
climates and other social influences which impact upon consumer behaviour and
competitor activity.
External factors include
1. Changes in technology – new technology can be an opportunity to offer new products and
services, streamline operations, or open new customer service channels
2.Changes to the numbers and profile of international tourists – will influence the choice and
demand for products and services
10. Identify ways you can obtain information about current trends in your industry
Keep up with consumer magazines
Even if you’re reading a magazine that’s not specific to your industry, you’ll be looking at it
through a very different lens than other readers. And if you see something that’s very relevant to
your line of work, you can get even more insight as to how your field is viewed from an outsider’s
perspective.
Listen to/watch podcasts and videos
Listen to an hour-long podcast, or even a 20-minute one, and you’ll have a deeper
understanding of the topic at hand. Video and audio interviews with industry leaders can be
especially enlightening. Even if you find yourself disagreeing with the information being presented,
having a common vocabulary can help you better communicate with others in your field, and
express your reasoning in a way they’ll be able to understand.
11. Ways to develop a good relationship with suppliers in regards to efficient service
delivery
1. Understand the needs of the supplier
What’s important to them?
Do they need you to follow a process or complete paperwork in a certain way?
Respect their way of doing things and make it easy for them by following their processes and
timelines. Give them what they need, when they need it, for example insurance certificates,
business information or purchase order numbers.
2. Be a great customer
Think about what we love about our customers and do the same for our suppliers. Pay on time
and keep our records in order so we don’t have to waste our supplier’s time by getting them to re-
send things.
3. Loyalty
Many businesses complain that customers aren’t very loyal these days and always chasing the
best deal. So we should not do the same thing with our suppliers?
If our supplier has done the right thing by us, reward them with our loyalty – just the way we’d like
to be rewarded.
