ENHANCE CUSTOMER SERVICE EXPERIECES ASSIGNMENT -
Case study - SITXINV202 Maintain the quality of perishable items
Instructions
Part A - Describe what you would do in the following situation:
A Large order of both fresh salmon and fresh prawns have just arrived from yc quality seafood supplier. However when you take the temperature of the seafoc at 8 degrees celcius. What would you do in this situation?
A courier from your Chemical supplier has arrived at the same time as the seal He has brought, among other things, a 25 litre drum of dishwashing powder. T delivery was due 2 days ago and you urgently need it but the drum is damaged leaking.
Part B - Design a checklist that will enable you to assess the storage areas of a kitchen comment on their quality.
On your checklist consider the following
1. Receiving areas and processes
2. The transfer of supplies from one area to another
3. Internal stock management
4. Rotation procedures
5. Dry storage, cold rooms and freezer storage- processes and maintenance storage areas.
6. Temperature control
7. Sanitation
8. Ventilation and lighting
9. Storage containers and labelling of products.
Part C - Practical
In DC Commercial Kitchen you are to use your checklist from part B of this assignment and do a full check of the storage areas and
- Complete the temperature log using a thermometer for the day in the DC Commercial Kitchen/485 Store Room.
- Your trainer will be observing you conducting your check and will be deliberately placing food items in the incorrect areas and/or packaging food incorrectly.
- You will also be required to check food labels and use by dates of food it and checking that food is rotated,
- Check environmental conditions in the DC training kitchen store room are adequate and either adjust temperature settings or report inadequate temperatures where a malfunction in the equipment has occurred.
Your Tasks - You will need to perform the tasks below or as instructed by your trainer.
Preparation
1. You will receive a delivery of different food (and beverage) items including fresh, frozen, perishable and dry goods. Your trainer will outline the expected varieties to you as relevant
Note to Trainer: This may include a simulated delivery arranged on one or several trolleys.
2. Identify any signs of vermin infestation
3. Prepare the storage areas to accommodate the expected deliveries according to Foo Safety Requirements
4. Record the readings of all temperatures for these storage areas
5. Prepare any recording tools and equipment required to receive and check incoming stock
6. Prepare any equipment which may be required to move stock into storage
Receiving Process
7. Demonstrate to your trainer how you will process the delivery to ensure all items r specifications and the requirements according to Food Safety Standards
8. Meet all recording requirements
9. Identify any Discrepancies and explain to your trainer the processes that should be followed for these
Discrepancies could be build-in to assess problem solving ability of student e.g. contamin2 item, leaking chemical etc. and may be supported through active questioning.
Storage:
10. Identify the storage requirements for each item
11. Label the items as required
12. Move the items into storage to ensure quality is maintained at all times
13. Store and arrange all items according to FIFO principles
14. Ensure older stock has use-by or best before dates which are shorter than new sto, received and report any deficiencies
Monitoring:
15. Record the storage temperatures of all storage areas.
16. Explain to your trainer the provisions for monitoring and reporting requirements adjusting temperatures and/or humidity controls where available (Please note tha "adjusting" is usually not an action performed by an apprentice or trainee and therefore depends on your specific training and instruction).
Disposal:
17. Identify and dispose of any stock in line with organisational procedures or as instructed by your trainer.
For the purpose of this assessment, this provision may need to be simulated by trainer.
Assessment 2 - Your task:
PART A - You will be observed demonstrating how you identify customer requirements and provide eff service to 4 different customers as listed in the table below.
PART B - You will be observed demonstrating how you respond to 3 different customer complaints according t organisational policies and procedures
Written Test - Answer all the question
1. Provide 4 examples for different needs of customers according to demographic markets:
2. What are the general, behavioural characteristics of the following type of customers?
- Younger people
- Business or corporate travellers
- A visitor or tourist
3. What are the general needs and characteristics of the following customer groups?
- Family tourists
- Individual tourists
- Tour group Participants
- Backpackers
- Domestic tourists
- Conferences and the corporate market
4. Which questions would you need to answer to establish a clear customer profile once you have decided which market segments are part of your target market?
5. Which questions should you ask yourself to determine whether you meet customer needs and expectations from a customer's perspective?
6. Provide 5 examples for internal customers:
7. Provide 5 examples for common service standards that should be upheld in the Tourism, Hospitality Events industry:
8. What are the underlying principles and methods which can be used to anticipate customers' need TH&E industry?
9. What are the typical needs you should consider when providing advice and services to the following type of customers?
- Business travelers
- Families
- International tourists
10. Provide 5 examples for general expectations and requirements which would typically apply to from diverse cultures:
11. Explain the principles of the following sales techniques:
- Upselling
- Downselling
- Cross-selling
- Suggestive selling
12. Provide 7 examples for Extras and Add-ons to offerings in the TH&E industry:
13. What are the requirements for communicating delays in service and prioritizing service request customers?
14. Provide 5 proactive steps you should take to prevent and respond to service or quality issues it service:
15. Which key aspects should you consider when dealing with unhappy patrons to prevent an escalation?
16. List and explain the 5 step procedure which should be followed for a successful resolution of a problem:
17. Provide 3 examples for data which should be collected when creating a customer data base:
18. What is the importance of sharing customer information with relevant staff in an organisation?
19. What is the importance of providing feedback on customer service? What should this include?
Attachment:- Assignment File.rar