Learners name nia fithriyah assessors namekabir zaman

Learner’s name
Nia Fithriyah
Assessor’s name
Kabir Zaman
Unit of Competence
(Code and Title)
Develop and Manage Quality Customer Service
Date(s) of assessment
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competency of the learner?
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activity?
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performance was:
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HA_SITXCCS008_Learner Workbook V2.1_12Oct2018

Assessment Task 3: Performance activity (Section C)
Objective: To provide you with an opportunity to demonstrate the required performance elements
for this unit.
This activity will enable you to demonstrate the followingperformanceevidence:
 Research and develop customer service policies and procedures for at least three different
areas of the business that meet industry standards
 Implement and monitor practices for quality customer service in line with above policies and
procedures over four service periods
 Evaluate practices for quality service provision and identify any failings
 Review policies and procedures, adjust as necessary, and communicate any new practices to
staff.
Answer the activity in as much detail as possible, considering your organisational requirements.
1. For the business that you work for, research the needs and expectations of your customers as
well any industry standards. Develop a range of customer service policies and procedures based
on your findings for a minimum of three different areas of the business.
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Mobile phone policies
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Drug and alcohol policies
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Health policies
2. Implement the policies you have developed in consultation with staff, and monitor workplace
practices over four service periods.
Methods of communicating to staff members include:
 Speaking to employees individually
 In group meetings or briefings
 Through e-mail
 In letters or notes.
This could be useful because:
 It enables staff members to realise the expectations of colleagues, making it easier
to provide them with constructive feedback
 Some employees may change job roles or be asked to support another member of
staff in a role they are not accustomed to, thus making the transferral process easier
3. Using the findings from monitoring workplace practices, evaluate the effectiveness of new
policies you have introduced and identify any failings.
While the majority of the techniques mentioned to determine customer service quality are
based on the collection of data, you should also look to use benchmarking. This is the process of
observing the standards of other companies, and comparing them to your own progress.