Was the Learner able to effectively provide information regarding problems and delays, and follow up within appropriate timeframes as necessary? Was the Learner able to effectively communicate with customers in a clear, concise and courteous manner? Was the Learner able to effectively identify opportunities to enhance the quality of service and products, and take action to improve the service whenever possible? Was the Learner able to effectively promptly recognise customer feedback and handle sensitively according to organisational and legislative requirements? Was the Learner able to effectively and accurately record any feedback and communication between customers and the organisation according to organisational standards, policies and procedures and legislative requirements? Was the Learner able to effectively identify any unmet customer needs and discuss suitability of other products/services? Was the Learner able to effectively support customers to make contact with other services according to organisational policies and procedures? I [Name of Assessor] verify that I consider the details ticked satisfactory / not satisfactory above to be, in my opinion, a true, fair and honest reflection of the consistent performance of the Learner named in relation to the performance criteria as noted in the table. Signature of Assessor: Date: Any other comments: Print and include any documents you use from the Bounce Fitness website and reference any other information to which you refer for your Assessor.
Task 6 – Evidence Record This form provides verification and evidence that the Learner has demonstrated the skills and applies the knowledge required to deliver all aspects of customer service at an introductory level. It includes creating a relationship with customers, identifying their needs, delivering services or products and processing customer feedback. It applies to individuals who perform a range of routine tasks in the workplace using a limited range of practical skills and fundamental knowledge of customer service in a defined context under direct supervision or with limited individual responsibility. The Assessor will observe aspects of this by the Learner as much as possible. Element 1 – Establish Contact with Customers Satisfactory Not Satisfactory Is the Learner able to effectively acknowledge and greet customer in a professional, courteous and concise manner according to organisational and legislative requirements? Is the Learner able to effectively maintain personal dress and presentation in line with organisational requirements? Is the Learner able to effectively communicate using appropriate interpersonal skills to facilitate accurate and relevant exchange of information? Is the Learner able to effectively maintain sensitivity to customer specific needs and any cultural, family and individual differences? Is the Learner able to effectively establish rapport/relationship with customer and express a genuine interest in customer needs/ requirements? Element 2 – Identify Customer Needs Satisfactory Not Satisfactory Is the Learner able to effectively use appropriate questioning and active listening to determine customer needs?
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- Three '19
- Customer relationship management