Describe two actions you could take to keep track on your competitors. Watch their social network activity - for example to see how they are interacting with their followers and whether they are potentially attracting some of your own customers through offers and deals Speak to your customers –this is an often overlooked method of gaining information on competitors. It could take place through face-to-face discussion or through focus groups. If you have attracted a new customer, you might for example ask people what it was that led them to your company and why they were dissatisfied with another company. This information could then be applied to customer service management as you may discover actions to avoid. What are the three major problems with focus groups that the interviewer must control? Preventing one person from dominating the group, for example if an individual continually interrupts others Encouraging reluctant respondents to contribute Not obtaining answers from the entire group for each question; you should ensure the fullest coverage of the topic. Outline three common needs and expectations that customers have of employees. HA_SITXCCS008_Learner Workbook V2.1_12Oct2018
HA_SITXCCS008_Learner Workbook V2.1_12Oct2018
Activity 1A checklist – for assessor This should be used by the trainer/assessor to document the learner’s skills, knowledge and performance as relevant to the unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory (NS) for theactivity or if reassessment is required. Learner’s name Nia Fithriyah Assessor’s name Kabir Zaman Unit of Competence (Code and Title) SITXCCS008 Develop and manage quality customer service practices 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 HA_SITXCCS008_Learner Workbook V2.1_12Oct2018
Assessor’s signature Activity 1B Estimated Time 20 Minutes Objective
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