SITXCCS007 Enhance customer service.docx - Assessment Learner Workbook SITXCCS007 Enhance customer service experiences College Details Hannay

SITXCCS007 Enhance customer service.docx - Assessment...

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Assessment Learner Workbook
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SITXCCS007 Enhance customer service experiences College Details Hannay International College Tel: 02 92829280 | Elicos/ Vet Provider Suite 46, No 8 Kippax street, Surryhills NSW E: [email protected] | 1 HA_SITXCCS007_ Learner WorkbookV2.0_7Dec2107
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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. Table of contents Table of contents .............................................................................................................................. 3 Instructions to Learner ..................................................................................................................... 7 Assessment instructions ................................................................................................................ 7 Assessment requirements ............................................................................................................. 9 Candidate Details ........................................................................................................................... 10 Assessment – SITXCCS007: Enhance customer service experiences ............................................ 10 Observation/Demonstration .......................................................................................................... 12 Third Party Guide: ......................................................................................................................... 13 Third party details (required information from the learner) ........................................................ 13 Activity 1A ................................................................................................................................... 15 Activity 1A checklist – for assessor .............................................................................................. 18 Activity 1B ................................................................................................................................... 19 Activity 1B checklist – for assessor .............................................................................................. 22 2 HA_SITXCCS007_ Learner WorkbookV2.0_7Dec2107
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Activity 1C ...................................................................................................................................... 1 Activity 1C checklist – for assessor ................................................................................................ 3 Activity 1D ..................................................................................................................................... 1 Activity 1D checklist – for assessor ................................................................................................ 2 Activity 1E ...................................................................................................................................... 1 Activity 1E checklist – for assessor ................................................................................................ 3 Activity 1F ...................................................................................................................................... 4 Activity 1F checklist – for assessor ................................................................................................. 4 Activity 1G ..................................................................................................................................... 6 Activity 1G checklist – for assessor ................................................................................................ 9 Activity 1H ..................................................................................................................................... 1 Activity 1H checklist – for assessor ................................................................................................ 1 Activity 2A ..................................................................................................................................... 1 Activity 2A checklist – for assessor ................................................................................................ 2 Activity 2B ..................................................................................................................................... 1 Activity 2B checklist – for assessor ................................................................................................ 1 Activity 2C ...................................................................................................................................... 1 Activity 2C checklist – for assessor ................................................................................................ 1 Activity 2D ..................................................................................................................................... 1 Activity 2D checklist – for assessor ................................................................................................ 1 Activity 2E ...................................................................................................................................... 1 Activity 2E checklist – for assessor ................................................................................................ 3 Activity 3A ..................................................................................................................................... 4 Activity 3A checklist – for assessor ................................................................................................ 6 Activity 3B ..................................................................................................................................... 1 Activity 3B checklist – for assessor ................................................................................................ 1 Activity 3C ...................................................................................................................................... 1 Activity 3C checklist – for assessor ................................................................................................ 3 Activity 3D ..................................................................................................................................... 4 Activity 3D checklist – for assessor ................................................................................................ 7 Activity 3E ...................................................................................................................................... 8 Activity 3E checklist – for assessor ................................................................................................ 8 Activity 3F .................................................................................................................................... 10 3 HA_SITXCCS007_ Learner WorkbookV2.0_7Dec2107
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Activity 3F checklist – for assessor ............................................................................................... 10 Activity 3G ................................................................................................................................... 12 Activity 3G checklist – for assessor ................................................................................................ 1 Activity 3H ..................................................................................................................................... 1 Activity 3H checklist – for assessor ................................................................................................ 4 Activity 4A ..................................................................................................................................... 5 Activity 4A checklist – for assessor ................................................................................................ 5 Activity 4B ..................................................................................................................................... 7 Activity 4B checklist – for assessor ................................................................................................ 8 Activity 4C ...................................................................................................................................... 9 Activity 4C checklist – for assessor ................................................................................................ 9 Activity 4D ................................................................................................................................... 10 Activity 4D checklist – for assessor .............................................................................................. 10 Assessment TASK 2 & 3 .................................................................................................................... 1 Summative Assessments .................................................................................................................. 1 Repair notices ................................................................................................................................ 4 Replacements and refunds ................................................................................................................ 4 Task 2: Summative assessments: Section A Checklist .................................................................... 5 Assessment TASK 3: Section B: Knowledge activity (Q & A) ........................................................... 6 Allow customers to talk ................................................................................................................. 9 Show you care .............................................................................................................................. 9 Be neutral ..................................................................................................................................... 9 Don’t react .................................................................................................................................... 9 Focus ............................................................................................................................................. 9 6. Consider providing transfers ........................................................................................................ 11 Procedure ........................................................................................................................................ 14 Communication ........................................................................................................................... 14 1. When You Are Wrong ................................................................................................................. 15 Task 3: Summative assessments: Section B checklist ................................................................... 18 Task 3: Section C: Performance activity ....................................................................................... 18 Task 3: Summative assessments: Section C checklist ................................................................... 21 Workplace Documentation – for learner .......................................................................................... 1 Workplace documents checklist .................................................................................................... 1 4 HA_SITXCCS007_ Learner WorkbookV2.0_7Dec2107
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Supplementary Oral Questions (optional) – for assessor .................................................................. 1
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