100%(2)2 out of 2 people found this document helpful
This preview shows page 97 - 101 out of 159 pages.
SurveysFeedback boxesReach out directlyUser activityUsability TestsListen to Social Media13.What are the essential features, conventions and usage of the different types of communication techniques and equipment used within your organisation?Verbal CommunicationBusinessmen interact verbally with a variety of people every day--equals, subordinates, supervisors, men and women alike. Nonverbal CommunicationEverything about you works together to create your physical image. Certain elements are unchangeable, such as age, gender and ethnicity, so it's important to pay extra attention to the elements you can control in the workplace. Build a professional image. Electronic Communication96HA_SITXCCS007_ Learner WorkbookV2.0_7Dec2107
Electronic communication has bumped the business world into a new era of communication. Serving as a helpful and time-efficient tool, email has allowed people to send quick messages and often longer messages to replace business letters97HA_SITXCCS007_ Learner WorkbookV2.0_7Dec2107
Task 3: Summative assessments: Section B checklistThis should be used by the trainer/assessor to document the learner’s skills, knowledge and performance as relevant to the summative assessment. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory (NS) for the activity or if reassessment is required.Learner’s nameBabita ThapaAssessor’s nameKabir ZamanUnit of Competence(Code and Title)SITXCCS007(Enhance customer service experiences)Date(s) of assessmentHas the activity been answered and performed fully, as required to assess the competency of the learner?Yes No(Please circle)Has sufficient evidence and information been provided by the learner for the activity?Yes No(Please circle)CommentsProvide your comments here:The learner’s performance was:Not yet satisfactorySatisfactoryIf not yet satisfactory, date for reassessment:Feedback to learner:Learner’s signatureB.ThapaAssessor’s signature98HA_SITXCCS007_ Learner WorkbookV2.0_7Dec2107
Task 3: Section C: Performance activityObjective: To provide you with an opportunity to demonstrate the required performance elementsfor this unit.This activity will enable you to demonstrate the following performance evidence:1.Identify customer requirements and provide professional and personalised customer service experiences to two different internal and two different external customers to meet requirements2.Demonstrate procedures to respond to and resolve three different customer complaints according to organisational policies and procedures3.Demonstrate effective communication with the above internal and external customers, including any with special needs 4.Seek formal and informal feedback from customers on quality of above service5.Provide above service to above customers in line with organisational customer service standards and within designated organisational response timesAnswer the activity in as much detail as possible, considering your organisational requirements.