ASSESSMENT TASKS

There are five (5) tasks to complete for this unit of competence:

This assessment is based on ACA Restaurant Café’ Business Plan and uses several scenarios to complete the 5 (five) Tasks. Certain tasks contain sub-tasks with written questionnaires, case study analysis report, role plays and policy development.

These tasks comprise the assessment of the application of ACA Restaurant Café’ customer service standards and policy knowledge and identifying and addressing the needs to improve and support organisational effort to enhance customer value. You will need to demonstrate your management skills in applying the customer services standards and policy of the restaurant café’ with fostering how staff should perform so as to improve the overall experience for customers and promote the benefits of a good customer service as a key point of differentiation that aids to entice new customers in competitive business environments. The implementation of the customer services policy must reflect the business summary of ACA Restaurant café’ and should state relevant experience/exposure with such workplace environment.  

You are required to respond to all the tasks by demonstrating your skills and knowledge within the assessment guidelines and requirements. Certain tasks have been developed with templates, tables and sections with appropriate spaces, in which you will have to complete and/or provide information to ensure you demonstrate the skills and knowledge of the units. Marking criteria have been provided to support the student’s understanding of the requirement for each task. 

To be deemed competent in this assessment each student must demonstrate through written reports and provide information in given templates, the knowledge, and understanding of what actions are necessary to obtain and keep current with the legislative requirements for their industry and specific business. You will have to respond to all the tasks by demonstrating your skills and knowledge within the assessment guidelines and requirements. In Task 3B and 5C there are templates provided, in which you will have to utilise to ensure you validate the required skills and knowledge.

Your responses must comprise:

• a comprehensive, detailed and integrated customer services information and management plan

• a work plan and operation procedures

• a formal communication strategy

• a reflection of current relevant legislation regarding age, disability, racial, sexual

• formal and planned involvement with a wide range of stakeholders

• a documented risk, issues, and change-management methodology

• a quality execution plan with assurance and control processes of customer services

• a restaurant café’ team-based environment

Evidence of the following is important:

• demonstration of customer services implementation and its policy review within the workplace

• knowledge of customer service application and the promotion of its benefits, strategies to comply with procedures for handling complaints or harassment allegations, and management plans, tools, issues, and likely challenges

Task 1 – Research and analysis 

This activity has been designed to assess your knowledge and understanding of the need of research for managing and applying customer services in the workplace.

This task consists of questionnaires which associates with the knowledge of the customer services standards and policy through reviewing the policy to apply, manage and improve quality services of the ACA Restaurant café. The responses should include the following:

• Must be relevant to the business functions and customer services policy of ACA Restaurant café that you will find in e-learning unless otherwise stated. Responses should link to the theoretical and legislative aspects of diversity followed by relevant experience/exposure within ACA Restaurant café’ work environment and the scenario incident stated within the assessment. Your response to the questionnaires must relate to roles and responsibilities and business of the restaurant café.

• The questionnaires have been developed with templates and sections with appropriate spaces, in which you will have to complete and/or provide information to ensure you demonstrate the skills and knowledge of the units. Instructions are provided to which students must comply to gain the competency level. 

• Suggested links provided to support findings. Stimulated to practice.

• Marking allocations have been stated with each task to support the comprehension of the required information to be delivered. 

• Demonstrate that you can or have applied what you have learned, regardless of whether you have undertaken all the performance requirements of the workplace.

Task 2 – Development of survey 

This activity has been designed to assess your knowledge and understanding of seeking customer service feedback procedure in the workplace.

This task consists of designing and conducting a post service questionnaire which associate with the knowledge of measuring and determining existing customer needs, wants and expectations from the work practices of ACA Restaurant Café. The responses should include the following:

• Must be relevant to the scenario occurred in the ACA Restaurant Café within the stated timeframe and Business Summary plan that you will find in e-learning unless otherwise stated. Responses should link to the theoretical and legislative aspects of customer service followed by relevant experience/exposure within ACA Restaurant Café’ work environment. Your response to the questionnaires must relate to roles and responsibilities and business of the restaurant café.

• Task have been developed to ensure you demonstrate the skills and knowledge of the units. Instructions are provided to which students must comply to gain the competency level. 

• Suggested links provided to support findings. Stimulated to practice.

• Theory answers without reference to ACA Restaurant Café’ business will not be assessed as satisfactory

• Marking allocations have been stated with each task to support the comprehension of the required information to be delivered. 

• Demonstrate that you can or have applied what you have learned, regardless of whether you have undertaken all the performance requirements of the workplace.

Task 3 – Role play and formal business document development 

This activity has been designed to assess your knowledge and understanding of resolving customer complaints and the need to retain the customers with enhanced business performances.

This task consists of conducting a role play followed by the development of a formal business document which associates with the demonstration of responsiveness, ethical and transparent customer services. The execution of the task should include the following:

• Must be relevant to the customer service policy of ACA Restaurant café and Business Summary plan that you will find in e-learning unless otherwise stated. Responses should link to the theoretical and legislative aspects of diversity followed by relevant experience/exposure within ACA Restaurant café’ work environment. The information provided must relate to roles and responsibilities and business of the restaurant café.

• A role play task has been developed based on staged real-life workplace environment as will be generated by your Assessor, with the consideration of the scenario incident provided within the assessment. Certain procedural acts based on the customer services standards has also been contemplated within the development of this task. You are to follow the guidelines on how to demonstrate the role play with reference to the marking guide provided in the appendices. Partners from your class will be required to assist you conduct the role play to demonstrate the skills and knowledge of the units. Instructions are provided to which students must comply to gain the competency level. 

• theory answers without reference to ACA Restaurant Café’ business will not be assessed as satisfactory

• The development of the formal business document must comprise of the requirements to accommodate the performance requirements as stated in the task instructions and marking guide, and to complete this task, the student must comply and use the template provided.

• Demonstrate that you can or have applied what you have learned, regardless of whether you have undertaken all the performance requirements of the workplace.

Task 4 – Role play and written responses

This activity has been designed to assess your knowledge and understanding of managing quality customer services through measuring and evaluating the staff performances.

This task consists of conducting a role play followed by written responses for dealing and resolving issues and grievances of unsatisfactory performances with the intention of fostering supportive approaches to initiate changes to improve customer services delivery within the business. The execution of the role play and responses should include the following:

• Must be relevant to the customer service policy of ACA Restaurant Café and Business Summary plan that you will find in e-learning unless otherwise stated. Responses should link to the theoretical and legislative aspects of customer service practices followed by relevant experience/exposure within ACA Restaurant Café’ work environment. The information provided must relate to roles and responsibilities and business of the restaurant café.

• A role play task has been developed based on staged real-life workplace environment as will be generated by your Assessor, with the consideration of the scenario incident provided within the assessment. Certain procedural acts based on the customer services standards has also been contemplated within the development of this task. You are to follow the guidelines on how to demonstrate the role play with reference to the marking guide provided in the appendices. Partners from your class will be required to assist you conduct the role play to demonstrate the skills and knowledge of the units. Instructions are provided to which students must comply to gain the competency level. 

• theory answers without reference to ACA Restaurant Café’ business will not be assessed as satisfactory

• The responses to the questionnaires developed must reflect to the consequence of the roleplay conducted using the reflection of the incident as stated in the scenarios given within the assessment.

• The information given must comply with the appropriate legislative framework of the policy/ procedure

• Theory answers without reference to ACA Restaurant Café’ business will not be assessed as satisfactory

• Marking allocations have been stated with each task to support the comprehension of the required information to be delivered.

• Demonstrate that you can or have applied what you have learned, regardless of whether you have undertaken all the performance requirements of the workplace.

Task 5 – Written responses, flowchart and policy development  

This activity has been designed to assess your knowledge and understanding of developing and implementing adjustments to customer service processes, policies and procedures within the business.

This task consists of written responses and a flowchart to assist in the development of customer services policy and its continuation that supports the internal procedure of ACA Restaurant Café. Delivering in a report format, questionnaires and policy development delivery associates with the demonstration for benchmarking and performing widespread investigations to remove the inconsistencies. The responses, flowchart and the policy development should include the following:

• Must be relevant to the customer service standards and policy of ACA Restaurant Café and Business Summary plan, that you will find in e-learning unless otherwise stated. Responses should link to the theoretical and legislative aspects of customer services practices followed by relevant experience/exposure within ACA Restaurant café’ work environment. The information provided must relate to roles and responsibilities and business of the Restaurant café.

• To generate the policies, you must refer to the existing customer service standards and policies and to the relevant scenario incidents. Previous tasks responses should be considered as a continuation process of customer service improvements to create new policies for ACA Restaurant Café. This is to ensure demonstrating the skills and knowledge of the units. Instructions are provided to which students must comply to gain the competency level. 

• The development of the policies document must comprise of the requirements to accommodate the performance requirements as stated in the task instructions and marking guide, and to complete this task, the student must comply and use the template provided

• The responses to questionnaires and flowchart that are to be provided, must reflect to the relevant scenario incidents and the previous tasks responses to foster the consistency of improved work process. Questionnaires have been with templates and sections with appropriate spaces, in which you will have to complete and/or provide information.

• The information given must comply with the appropriate legislative framework of the policy/ procedure

• Theory answers without reference to ACA Restaurant Café’ business will not be assessed as satisfactory

• Marking allocations have been stated with each task to support the comprehension of the required information to be delivered.

• Demonstrate that you can or have applied what you have learned, regardless of whether you have undertaken all the performance requirements of the workplace.