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10 SITXCCS007 Assessment Task 1 Knowledge...

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Name of document: Assessment taskVersion 1Page1of17Name of the RTO: American CollegeRTO No: # 31897 CRICOS: #03149KDocument uncontrolled when printed©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the public oradapted without permissionDocument Title: Task 1 Knowledge questionnaireDocument Subtitle: SITXCCS007 - Enhance CustomerService Experiences
Name of document: Assessment taskVersion 1Page2of17Name of the RTO: American CollegeRTO No: # 31897 CRICOS: #03149KDocument uncontrolled when printed©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the public oradapted without permissionDisclaimer:This work is under copyright andpermission is not given to make copies forhire or resale to third parties to use thedocument for their own or commercial use.Universal Training Solutions does not givewarranty or accept any legal liability inrelation to the content of this work.Licenced to:RTO Name: American CollegeRTO NO: 31897CRICOS NO: 03149KRTO Address: 180 Logan RoadRTO suburb: Woolloongabba QLD 4102Copyright:Universal Training SolutionsDeveloped by:Universal Training Solutions and validatedby American CollegeAcknowledgement:Thanks to Universal Training Solutions andAmerican College staff for their consultationand development work.Version:American College V1
ContentsCOMPETENCY DEMONSTRATION.......................................................................................4STUDENT DETAILS............................................................................................................5STUDENT INSTRUCTIONS FOR KNOWLEDGE QUESTIONNAIRE.........................................6ASSESSMENT TASK 1 KNOWLEDGE QUESTIONNAIRE.......................................................7ASSESSMENT OF REQUIRED OVERALL SKILLS AND KNOWLEDGE FOR THIS TASK..........25RECORD OF ASSESSMENT TASK 1Knowledge Questionnaire..........................................27Learner details............................................................................................................27Assessor details..........................................................................................................27Record of assessment results (please tick appropriate box).......................................27Appeals – refer to the complaints and appeals policy and procedure.........................27Assessor Feedback to learner:....................................................................................28Reasonable Adjustment (if applicable) explain why reasonable adjustment has beenapplied and the tasks it was applied to.......................................................................28Assessor Intervention (if applicable) - did you need to assist the student in thisassessment. If so please explain:...............................................................................28Name of document: Assessment taskVersion 1Page3of17Name of the RTO: American CollegeRTO No: # 31897 CRICOS: #03149KDocument uncontrolled when printed©Universal Training Solutions All rights reserved. No part of this work may be produced, published, communicated to the public oradapted without permission
COMPETENCY DEMONSTRATIONThis Assessment Task covers the following unit of competency:Unit ofcompetency:Unit CodeSITXCCS007Unit TitleEnhance CustomerService ExperiencesThis unit describes the performance outcomes, skills and knowledge required to provideprofessional and personalised customer service experiences. It requires the ability todetermine and meet customer preferences, develop customer relationships, respond todifficult service situations, and take responsibility for resolving complaints.

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