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29HA_SITXCCS007_ Learner WorkbookV2.0_7Dec2107
Learner’s nameAssessor’s nameUnit of Competence(Code and Title)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:30HA_SITXCCS007_ Learner WorkbookV2.0_7Dec2107
Learner’s signatureAssessor’s signatureAssessment TASK 3: Section B: Knowledge activity (Q & A)Objective: To provide you with an opportunity to show you have the required knowledge for this unit.The answers to the following questions will enable you to demonstrate your knowledge of:Principles and benefits of enhanced customer service experiences and positive communicationTechniques to anticipate customer preferences, needs and expectations throughout the service experienceConflict resolution techniquesMethods for enhancing service delivery in response to staff and customer feedbackVarious extras and add-ons to enhance the customer experienceSpecific industry sector:oprofessional service standards and protocols for service industry personneloattitudes and attributes expected by the service industries to work with customersodifferent customer service needs and expectationsotypes of customer loyalty programsoessential features and use of the customer databasesParticular organisation:odesignated response times for providing service and resolving complaintsocustomer service policies and procedures31HA_SITXCCS007_ Learner WorkbookV2.0_7Dec2107
ocomplaint handling policies and proceduresopromotional services offeredProcedures for responding to common customer complaintsMethods of compensating dissatisfied customersFactors to consider when determining compensation of dissatisfied customersAwareness of special needs, customs and practices of various social and cultural groups of customersMethods of collecting feedbackEssential features, conventions and usage of different types of communication techniques and equipmentAnswer each question in as much detail as possible, considering your organisational requirements for each one.1.What are the principles and benefits of enhanced customer service experiences and positive communication?The principles of good customer servicetake the time to find out customers' expectationsfollow up on both positive and negative feedback you receiveensure that you consider customer service in all aspects of your businessContinuously look for ways to improve the level of customer service you deliver.