Page: 1 of 11 Form : Student Assessment Handbook Responsibility: VET Coordinator Version : 2.1 Date Review: February 2019 SITXCCS008 Student Assessment Booklet Unit Code: SITXCCS008 Unit Name: Develop and Manage quality customer service practices Student Name: Student Number:
Page: 2 of 11 Form : Student Assessment Handbook Responsibility: VET Coordinator Version : 2.1 Date Review: February 2019 SITXCCS008 Notes to Students: Student Assessment You are required to complete each task in the student assessment and return it to your Trainer/Assessor by the due date. Please ensure you write your first and last name on the front cover of this assessment. Please keep this assessment in one piece, and ensure you write your answer in blue or black pen only – attach any additional work you do for this unit to this assessment. The date for submitting your completed assessment is specified on the class timetable You are required to: Read through and follow all the instructions provided Ensure that you tick, sign and date the student declaration Make sure that your assessment submission form is also signed and dated by your assessor Keep the Submission Record Student Copy receipt for your records
Page: 3 of 11 Form : Student Assessment Handbook Responsibility: VET Coordinator Version : 2.1 Date Review: February 2019 SITXCCS008 Assessment – unit of Competency included in this assessment? This assessment has been designed for the following unit of competency: SITXCCS008 Develop and manage quality customer service practices What are the elements of this unit? SITXCCS008 Develop and manage quality customer service practices Elements Elements Title 1 Develop quality customer service practices. 2 Manage delivery of quality service. 3 Monitor and adjust customer service. Learning Outcomes Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and: principles of quality customer service specific industry sector: - professional service standards for service industry personnel - attitudes and attributes expected by the service industries to work with customers roles and responsibilities of management, supervisors and operational personnel in providing quality service sources of information on current service trends and changes that affect service delivery internal and external environmental changes and their effect on planning for quality customer service: - changes in the competitive environment - economic climate - introduction of new technologies or equipment - management changes and organisational restructures - recruitment practices - trends in customer service preferences methods of formal and informal customer research: - analysis of competitive environment and industry service trends - customer service surveys - customer focus groups - qualitative or quantitative research - seeking feedback from service delivery colleagues - questioning customers
Page: 4 of 11 Form : Student Assessment Handbook Responsibility:
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