3 Evidence of critical thinking in preparing the mystery customer checklist

3 evidence of critical thinking in preparing the

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3. Evidence of critical thinking in preparing the mystery customer checklist, report and Customer Service Vison 4. The report is incisive and includes a concise, relevant treatment of the issues observed and provides considered solutions or recommendations. 5. All sources are referenced consistently and comprehensively using the APA referencing system as prescribed in the subject description/outline. 6. Use of language is appropriate to academic writing, the industry context, Customer Service expectations, themes and the assessment criteria 7. The Mystery Customer Checklist and Report are succinctly and clearly written or presented in English 8. Overall presentation is professional including spell and grammar checked judicious use of headings, font size, layout etc. ASSESSMENT MARKING GUIDE KNOWLEDGE AND PERFORMANCE EVIDENCE S NS N/A Identifies customer requirements and provides professional and tailored customer service solutions to two different external organisations . Provides clear evidence or researching customer service requirements. Assessment Task Subject Cluster: Customer Service (SITXCCS007 & SITXCCS008) Page 7 of 8
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Develops a ‘Mystery Customer’ checklist. The checklist can include: Cleanliness Taste and temperature of the food Response of staff members to special requests or questions Service Response times Ambience Staff and venue Appearance The report contains an analysis and strategy that demonstrates a knowledge and understanding of relevant Customer Service theory. The report contains an analysis and strategy that demonstrates a knowledge and understanding of relevant Customer Service theory. The report and recommendations allows for a rational and logical evaluation of the characteristics and needs of the organisation in order to design tailored customer service practices The recommendations contribute to change management in workplace customer service practices The Mystery Customer Checklist and Report are succinctly and clearly written or presented in English Overall presentation is professional including spell and grammar checked judicious use of headings, font size, layout etc. THE OVERALL PERFORMANCE WAS COMPETENT NOT YET COMPETENT +++ END OF PAPER +++ Assessment Task Subject Cluster: Customer Service (SITXCCS007 & SITXCCS008) Page 8 of 8
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  • Three '17
  • austin norman

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