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HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
Assessment Task 3: Knowledge Activity checklist (Section B)This should be used by the trainer/assessor to document the learner’s skills, knowledge and performance as relevant to the summative assessment. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory (NS) for the activity or if reassessment is required.Learner’s nameToni Rose ChanAssessor’s nameBilly RamadasUnit of Competence(Code and Title)Develop and manage quality customer service practicesDate(s) of assessmentHas 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)CommentsProvide your comments here:The learner’s performance was:Not yet satisfactorySatisfactoryIf not yet satisfactory, date for reassessment:Feedback to learner:Learner’s signatureAssessor’s signatureHA_SITXCCS008_Learner Workbook V2.0_7Dec2017
Assessment Task 3: Performance activity (Section C)Objective: To provide you with an opportunity to demonstrate the required performance elementsfor 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 standardsImplement and monitor practices for quality customer service in line with above policies and procedures over four service periodsEvaluate practices for quality service provision and identify any failingsReview 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.In my workplace the needs and expectations of our customers we develop range ofcustomer policies and procedures. In order to improve the service of our company, or to establish new venture customer oriented, we will need to evaluate our current service, investigate our customer’s needs, and develop a flexible customer service policy that addresses those needs.