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 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: Learner’s signature Assessor’s signature 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. - Mobile phone policies - Drug and alcohol policies - 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.
You've reached the end of your free preview.
Want to read all 92 pages?
- Fall '19