Assessment-1

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 “I give my permission for my assessment material to be used in the auditing,
Clause: assessment validation & moderation Process”.
“I declare that:
Authenticity  The material I have submitted is my own work;
Declaration:  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:

Not Yet Assessor

Attempt Satisfactory Date
Satisfactory Signature

Initial attempt  

2nd attempt/Re-
assessment  

Information for Student:

 All work is to be entirely of the student.

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International College of Australia Pty Ltd T/A Western Sydney College
RTO: 45360 | CRICOS: 03690M
 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.

Re-assessment Process:
 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:
[email protected]
 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.

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International College of Australia Pty Ltd T/A Western Sydney College
RTO: 45360 | CRICOS: 03690M
Comments/Feedback to Students

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International College of Australia Pty Ltd T/A Western Sydney College
RTO: 45360 | CRICOS: 03690M
 Assessment Task 1: Written questions

TASK SUMMARY
You are to answer all written questions.

RESOURCES AND EQUIPMENT REQUIRED TO COMPLETE THIS TASK

 Access to textbooks and other learning materials.
 Access to a computer, printer, Internet and email software (if required).
 Access to https://www.accc.gov.au/business/treating-customers-fairly/consumers-rights-
obligations#don-t-mislead-consumers-about-their-rights

WHEN AND WHERE DO I NEED TO COMPLETE THIS TASK?

 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 DO I NEED TO SUBMIT?

 Your answers to each question in this task.

INSTRUCTIONS
 This is an open book test – you can use your learning materials as reference.
 You must answer all questions in this task correctly.
 You must answer the questions by typing your answers in Microsoft Word or a similar program – your
assessor will advise as to whether you must email them your completed assessment, submit the file on a
USB drive or hand in a hard copy.

QUESTION 1
a) List five principles of enhanced customer service experiences.

b) What are five principles of positive communication?

c) What are five benefits to a business of enhanced customer service experiences and positive
communication?

Answer:

a)

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International College of Australia Pty Ltd T/A Western Sydney College
RTO: 45360 | CRICOS: 03690M
 b)

c)

QUESTION 2
What are three techniques that can be used throughout the service experience to anticipate and determine
customer preferences, needs and expectations?

Answer:

QUESTION 3
What are three ways customer feedback can enhance the service delivery provided by business?

Answer:

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International College of Australia Pty Ltd T/A Western Sydney College
RTO: 45360 | CRICOS: 03690M
QUESTION 4
Provide an example for each scenario of how the following extras and add-ons may be offered to customers:

Additional destinations

Additional tours or cruises

Cocktails and liqueurs to enhance the dining

experience

Coordination services at events and conferences

Entrance to events, festivals and entertainment

scheduled during customer stay at destination

Entrance to major attractions at destination

Extra food items

Flight fuel emissions offset fee

Local guiding services

Optional meals and dining experiences

Prepayment of baggage charges

Prepayment of in-flight meals

Pre-travel seat selection

Private car transfers in lieu of regular transportation

options

Special offers or packages

Specialised styling for events

Storage for luggage after check-out

Travel insurance

Upgraded accommodation and flights

Wine or boutique beers to match meals ordered

QUESTION 5
a) What are three signs that there may be conflict between work colleagues?

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International College of Australia Pty Ltd T/A Western Sydney College
RTO: 45360 | CRICOS: 03690M
b) In terms of conflict theory, briefly describe the following stages:
 Latent stage
 Perceived stage
 Felt stage
 Manifest stage
 Aftermath stage.

Answer:

QUESTION 6
a) In relation to conflict theory, what are three levels of conflict that can exist within an organisation?

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International College of Australia Pty Ltd T/A Western Sydney College
RTO: 45360 | CRICOS: 03690M
 Answer:

b) What may be contributing factors to conflict in a workplace? Describe three factors.

Answer:

QUESTION 7
In relation to conflict theory, what are three possible results of conflict that can exist within an organisation?

Answer:

QUESTION 8
Briefly describe the following conflict resolution techniques:

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International College of Australia Pty Ltd T/A Western Sydney College
RTO: 45360 | CRICOS: 03690M
 Assertiveness
 Negotiation
 Using appropriate communication.

Answer:

QUESTION 9
When may the following persons need to be involved in conflict situations?
 Counsellors
 Internal security staff
 Mediators
 Other staff members
 Police
 Senior staff.

Answer:

QUESTION 10
a) What are possible causes of conflict in the tourism, travel, hospitality and event industries and their typical
causes? Discuss three.
b) What are three possible causes of conflict between staff in these industries?

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International College of Australia Pty Ltd T/A Western Sydney College
RTO: 45360 | CRICOS: 03690M
 Answer:

QUESTION 11
If a customer makes a cancellation, what are three requirements that will apply for a cancellation fee to be
legally binding?

Answer:

QUESTION 12
If a business provides information to a customer about an impending price rise in an attempt to induce them to
buy a product or service, what criteria must this information comply with in order to be legal under the
Australian Consumer Law?

Answer:

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International College of Australia Pty Ltd T/A Western Sydney College
RTO: 45360 | CRICOS: 03690M
QUESTION 13
What is the only condition under the Australian Consumer Law where a customer is entitled to ask for a
replacement or refund for a product they have received?

Answer:

QUESTION 14
Under the Australian Consumer Law what three things must the supplier of a service guarantee?

Answer:

QUESTION 15
List five guarantees that a business gives when supplying goods or services according to Australian Consumer
Law.

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International College of Australia Pty Ltd T/A Western Sydney College
RTO: 45360 | CRICOS: 03690M
 Answer:

What do I need to hand in for this task? Have I completed this?

Your answers to each question 

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International College of Australia Pty Ltd T/A Western Sydney College
RTO: 45360 | CRICOS: 03690M
Assessor Checklist – Assessment Task 1
ASSESSMENT TASK 1: WRITTEN QUESTIONS
Yes No Comments

Did the student answer all written questions correctly?

(Please note which questions were answered
incorrectly, if applicable.)

If ‘no’ to the above, did you identify gaps in the

student’s understanding and knowledge?

If ‘yes’ to the above, what arrangements have been

made for reassessment?

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 for this task below.

Assessment Task 1
Outcome: Satisfactory  Not Satisfactory  Date:

Trainer/ Trainer/assessor
assessor name: signature:

WSC-ASSSITXCCS007, SITXCCS008 & SITXCOM005-V1.1-23012020

International College of Australia Pty Ltd T/A Western Sydney College
RTO: 45360 | CRICOS: 03690M