29 HASITXCCS007 Learner WorkbookV207Dec2107 Learners name Assessors nameUnit of

29 hasitxccs007 learner workbookv207dec2107 learners

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29 HA_SITXCCS007_ Learner WorkbookV2.0_7Dec2107
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Learner’s name Assessor’s name Unit of Competence (Code and Title) Date(s) of assessment Has 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) Comments Provide your comments here: The learner’s performance was: Not yet satisfactory Satisfactory If not yet satisfactory, date for reassessment: Feedback to learner: 30 HA_SITXCCS007_ Learner WorkbookV2.0_7Dec2107
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Learner’s signature Assessor’s signature Assessment 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 communication Techniques to anticipate customer preferences, needs and expectations throughout the service experience Conflict resolution techniques Methods for enhancing service delivery in response to staff and customer feedback Various extras and add-ons to enhance the customer experience Specific industry sector: o professional service standards and protocols for service industry personnel o attitudes and attributes expected by the service industries to work with customers o different customer service needs and expectations o types of customer loyalty programs o essential features and use of the customer databases Particular organisation: o designated response times for providing service and resolving complaints o customer service policies and procedures 31 HA_SITXCCS007_ Learner WorkbookV2.0_7Dec2107
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o complaint handling policies and procedures o promotional services offered Procedures for responding to common customer complaints Methods of compensating dissatisfied customers Factors to consider when determining compensation of dissatisfied customers Awareness of special needs, customs and practices of various social and cultural groups of customers Methods of collecting feedback Essential features, conventions and usage of different types of communication techniques and equipment Answer 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 service take the time to find out customers' expectations follow up on both positive and negative feedback you receive ensure that you consider customer service in all aspects of your business Continuously look for ways to improve the level of customer service you deliver.
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