Version: 4.0Acumen Education Pty Ltd ©Page1of70AssessmentSummaryUnit DetailsSITXCCS008–Develop and managequality customer service practicesAssessment TypeThis is asummative assessment, whichrequires each student to have adequatepractice prior to undertaking this assessmentAssessmentMethodsAssessment 1Written QuestionsAssessment 2Project/Role-play/DemonstrationAssessment 3Demonstration/ProjectStudent Name:Student ID:
Assessment Tool | SITXCCS008Version: 4.0Acumen Education Pty Ltd ©Page2of70ContentsAssessment information....................................................................4Purpose................................................................................4Unit description......................................................................4Key competencies..................................................................4Foundation skills..........................................................................4Performance evidence.............................................................5Knowledge evidence............................................................5Assessment Conditions.................................................................6Pre-requisites.............................................................................7Terminology used...................................................................7Completing the assessments/Expectations......................................7Assessment................................................................................7Summary of assessment methods and tasks..................................8Instructions:...........................................................................8Required resources.................................................................9Reasonable adjustment...........................................................9Plagiarism policy....................................................................9Academic appeals................................................................9Reassessment process............................................................10Assessment records....................................................................11Declaration..........................................................................11Assessment submissions and contact details................................11ASSESSMENT COVER SHEET.................................................................................12Assessment 1–Written Questions...................................................................14Instructions for Students.....................................................14Assessment 2–Project/ Role-play observation..................................40InstructionsforStudents:...........................................................................40Resources required for assessment.............................................................41Task1: Research customer services requirements.............................................42Performance Checklist and Assessment Outcome–Assessment 2, Task1...........44Task 2: Draft customer service policy..........................................................45Role Play Observation Checklist and Assessment Outcome–Assessment 2, Task246 Task 3–Draft customer service policy...........................................................................................................48Performance Checklist and Assessment Outcome–Assessment 2, Task 3..........49
Assessment Tool | SITXCCS008Version: 4.0Acumen Education Pty Ltd ©Page3of70Task 4: Communicate policy changes to colleagues......................................50Performance Checklist and Assessment Outcome–Assessment 2, Task 4..........51Assessment 3–Demonstration/Role-play observation.......................................52InstructionsforStudents:...........................................................................52Assessment 3–Demonstration.......................................................................54Task 1–Observation/Role-play.................................................................54Role-play/PracticalObservationChecklistandAssessmentOutcome:Assessment3, Task1...........................................................................................................56Task 2: Role play–de-brief with group........................................................59Role Play Observation Checklist and Assessment Outcome–Assessment 3, Task260Task 3: Policy revision.................................................................................................................61Performance Checklist and Assessment Outcome–Assessment 3, Task 3..........62Appendices............................................................................................63Appendix A- Customer and Employee Survey Results.....................................63Appendix B–Acumen Restaurant Customer Service Policy and Procedure........65Appendix C–Email Template....................................................................69Appendix D–Customer Service Evaluation Report Template...........................70
Assessment Tool | SITXCCS008Version: 4.0Acumen Education Pty Ltd ©Page4of70Assessment informationPurposeThis document represents the main assessment instrument for the unit ofcompetencySITXCCS008–Develop and manage quality customerservicepracticesUnitdescriptionThis unit describes the performance outcomes, skills and knowledgerequired to develop, monitor and adjust customer service practices. Itrequires the ability to consult with colleagues and customers, developpolicies and procedures for quality service provision, and manage thedelivery of customer service.
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