4384110_1160759382_Sukh_finalL (1).pdf - SITXCCS008 Develop and manage quality customer service practices Learner Workbook Version 1.1 Contextualised

4384110_1160759382_Sukh_finalL (1).pdf - SITXCCS008 Develop...

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SITXCCS008 Develop and manage quality customer service practices Learner Workbook Version 1.1 Student Name: Student ID Number: Trainer/Assessor Name: Class: Contextualised and customised by MIA RTO: 40813
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P a g e | 1 SITXCCS008 Develop and manage quality customer service practices (Learner Workbook) Version 1.1 Table of Contents Table of Contents ..................................................................................................................................... 1 Instructions to Learner ............................................................................................................................. 2 Assessment instructions .................................................................................................................... 2 Assessment requirements ................................................................................................................. 3 Observation/Demonstration .................................................................................................................... 4 Third Party Guide ..................................................................................................................................... 5 Third party details (required information from the learner) ............................................................... 5 Assessment Cover Sheet .......................................................................................................................... 6 Assessment Record .................................................................................................................................. 7 Performance Criteria ................................................................................................................................ 8 ACTIVITIES AND WRITTEN QUESTIONS ..................................................................................................... 9 Activity 1A ......................................................................................................................................... 9 Activity 1B ....................................................................................................................................... 10 Activity 1C ....................................................................................................................................... 11 Activity 1D ...................................................................................................................................... 12 Activity 1E ....................................................................................................................................... 13 Activity 2A ....................................................................................................................................... 14 Activity 2B ....................................................................................................................................... 15 Activity 2B ....................................................................................................................................... 16 Activity 2C ....................................................................................................................................... 17 Activity 2D ...................................................................................................................................... 18 Activity 3A ....................................................................................................................................... 19 Activity 3B ....................................................................................................................................... 20 Activity 3C ....................................................................................................................................... 21 Activity 3D ...................................................................................................................................... 22 Summative Assessments ........................................................................................................................ 23 Section A: Skills activity ................................................................................................................... 24 Section B: Knowledge activity (Q & A) ............................................................................................. 27 Section C: Performance activity ....................................................................................................... 30 Observation/Demonstration Performance Assessment Instrument ................................................. 31 Appendix: Workplace Documentation for learner ............................................................................... 34 Workplace documents checklist .......................................................................................................... 34
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P a g e | 2 SITXCCS008 Develop and manage quality customer service practices (Learner Workbook) Version 1.1 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 adhere to the terms and conditions, and address fully each assessment task. If any assessment task is not fully addressed, then your assessment task will be returned to you for resubmission. Your trainer/assessor will remain available to support you throughout the assessment process. Written work Assessment tasks are used to measure your understanding and underpinning skills and knowledge of the overall unit of competency. When undertaking any written assessment tasks, please ensure that you address the following criteria: Address each question including any sub-points Demonstrate that you have researched the topic thoroughly Cover the topic in a logical, structured manner Your assessment tasks are well presented, well referenced and word processed Your assessment tasks include your full legal name on each and every page. Active participation It is a condition of enrolment that you actively participate in your studies. Active participation is completing all the assessment tasks on time. Plagiarism Plagiarism is taking and using someone else's thoughts, writings or inventions and representing them as your own. Plagiarism is a serious act and may result in a learner’s exclusion from a course. When you have any doubts about including the work of other authors in your assessment, please consult your trainer/assessor. The following list outlines some of the activities for which a learner can be accused of plagiarism:
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