SITXCCS008 Devolep and manage quality customer servicer practices.docx - Learner Workbook SITXCCS008 Develop and manage quality customer service

SITXCCS008 Devolep and manage quality customer servicer practices.docx

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Learner Workbook SITXCCS008 Develop and manage quality customer service practices Learner Workbook
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College Details Hannay International College Tel: 02 92829280 | Elicos/ Vet Provider Suite 46, No 8 Kippax street, Surryhills NSW E: [email protected] | Your Workplace Health and Safety at Hannay 1. It is your duty to inform staff at Hannay if you see, hear or come across any incident, situation or hazard that might require immediate attention. 2. In case of an emergency evacuation, you are required to follow the instructions provided by the trainer. While exiting the building, keep calm and walk alongside the hand rails. HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
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Table of Contents Table of Contents ............................................................................................................................. 2 Instructions to Learner ..................................................................................................................... 5 Assessment instructions ................................................................................................................ 5 Assessment requirements ............................................................................................................. 8 Candidate Details ............................................................................................................................. 9 Assessment – SITXCCS008:Develop and manage quality customer service practices .................... 9 Observation/Demonstration .......................................................................................................... 11 Third Party Guide ........................................................................................................................... 12 Third party details (required information from the learner) ........................................................ 12 Activity1A .................................................................................................................................... 14 Activity 1A checklist – for assessor .............................................................................................. 18 Activity 1B ................................................................................................................................... 19 Activity 1B checklist – for assessor .............................................................................................. 19 Activity 1C .................................................................................................................................... 21 Activity 1C checklist – for assessor .............................................................................................. 21 Activity 1D ................................................................................................................................... 23 Activity 1D checklist – for assessor .............................................................................................. 26 Activity 1E .................................................................................................................................... 27 Activity 1E checklist – for assessor .............................................................................................. 30 Activity 2A ................................................................................................................................... 31 Activity 2A checklist – for assessor .............................................................................................. 31 Activity 2B ................................................................................................................................... 33 Activity 2A checklist – for assessor .............................................................................................. 36 Activity 2B ................................................................................................................................... 37 Activity 2B checklist – for assessor .............................................................................................. 40 Activity 2C .................................................................................................................................... 41 Activity 2C checklist – for assessor .............................................................................................. 41 Activity 2D ................................................................................................................................... 43 Activity 2D checklist – for assessor .............................................................................................. 46 HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
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Activity 3A ................................................................................................................................... 47 Activity 3A checklist – for assessor .............................................................................................. 47 Activity 3B ................................................................................................................................... 49 Activity 3B checklist – for assessor .............................................................................................. 49 Activity 3C .................................................................................................................................... 51 Activity 3C checklist – for assessor .............................................................................................. 54 Activity 3D ................................................................................................................................... 55 Activity 3D checklist – for assessor .............................................................................................. 56 Summative Assessments (Assessment Task 2 & 3) .......................................................................... 57 Assessment Task 2: Skills activity (Section A) ............................................................................... 58 Assessment Task 2: Skill Activity Assessor checklist (Section A) .................................................. 62 Assessment Task 3: Knowledge activity (Q & A) (Section B) ........................................................ 62 Attracting new customers costs more than retaining existing customer ..................................... 64 Customer service costs real money ............................................................................................ 64 Assessment Task 3: Knowledge Activity checklist (Section B) ...................................................... 70 Assessment Task 3: Performance activity (Section C) .................................................................. 70 Task 3: Performance Activity checklist (Section C) ....................................................................... 72 Workplace Documentation – for learner ........................................................................................ 73 Workplace documents checklist .................................................................................................. 73 SupplementaryOral Questions (optional) – for assessor ................................................................. 74 Competency record to be completed by assessor ........................................................................... 77 Third Party Observations/Demonstrations ..................................................................................... 79 Part 1 – Preliminary questions for the third party ....................................................................... 80 Part 2 – Main questions for the third party ................................................................................. 82 Third party observation ............................................................................................................... 83 Third party declaration ................................................................................................................ 98 Assessor’s third party checklist .................................................................................................... 99 Assessor Observations/Demonstrations ....................................................................................... 100 Assessor observation ................................................................................................................. 100 Assessor’s checklist ................................................................................................................... 115 HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
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Instructions to Learner Assessment instructions Overview Prior to commencing the assessments, your trainer/assessor will explain each assessment task and the terms and conditions relating to the submission of your assessment task. Please consult with your trainer/assessor if you are unsure of any questions. It is important that you understand and
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