Staff participation may occur through The development of staff training

Staff participation may occur through the development

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Staff participation may occur through: The development of staff training Discussion about customer services in meetings Speaking individually to staff members Asking for feedback when creating new policies and procedures. Type of observation/evidence: What did the learner do? When did s/he do it? Over what period of time? How did s/he do it? What was the outcome? Other relevant comments/evidence: HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
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5. Identify how to develop policies and procedures for quality service provision. Developing policies and procedures involves considering: Current workplace policies and procedures Feedback from staff members Feedback from customers Policies and procedures implemented by competitors Regulatory requirements related to your industry. Type of observation/evidence: What did the learner do? When did s/he do it? Over what period of time? How did s/he do it? What was the outcome? Other relevant comments/evidence: 6. Identify how to communicate policies, procedures and expectations to staff. This may take place through: Speaking to employees individually In group meetings or briefings Through e-mail In letters or notes. Type of observation/evidence: What did the learner do? When did s/he do it? Over what period of time? How did s/he do it? What was the outcome? Other relevant comments/evidence: HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
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7. Understand how to make policies readily available to customers and staff. Making policies available involves: Making sure that they are understood by those using them Ensuring that any writing, tables or diagrams are legible Confirming that there are no mistakes in the documents Encouraging staff and customers to suggest any changes to the policies and procedures in order to heighten customer satisfaction. Type of observation/evidence: What did the learner do? When did s/he do it? Over what period of time? How did s/he do it? What was the outcome? Other relevant comments/evidence: 8. Recognise how to monitor customer service in the workplace to ensure standards are met. This could take place through: Meetings Reviewing written correspondence Monitoring phone calls Hiring a ‘quality inspector’ Asking customers for feedback Utilising mystery customers Looking at complaints. Type of observation/evidence: What did the learner do? When did s/he do it? Over what period of time? How did s/he do it? What was the outcome? Other relevant comments/evidence: HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
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9. Recognise how to initiate staff training to enhance customer service. Training may involve: Mentoring Internal training External training. Type of observation/evidence: What did the learner do? When did s/he do it? Over what period of time? How did s/he do it? What was the outcome? Other relevant comments/evidence: 10. Identify how to take responsibility for service outcomes and dispute resolution.
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