This may involve obtaining information
from:
Customer service surveys
Customer focus groups
Service delivery colleagues
Competitive environment and
industry service trends
Questioning customers.
Type of observation/evidence:
What did the learner do?
Customer service survey
and service delivery colleagues
When did s/he do it? Over what period of time?
Duration of
customer service
How did s/he do it?
Met with the customer
What was the outcome?
satisfactory
Other relevant comments/evidence:
2.
Recognise how to provide opportunities
for customers and staff to give feedback
on products and services.
Feedback can be gained from:
Discussions with customers
Formal customer interviews
Regular staff meetings
Surveys of internal customers,
external customers and staff.
Type of observation/evidence:
What did the learner do?
How to discussions with customer
When did s/he do it? Over what period of time?
Duration of customer service
How did s/he do it?
Met with the customer
What was the outcome?
satisfactory
Other relevant comments/evidence:
HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
3.
Recognise how to review changes in
internal and external environments and
integrate findings into planning for
quality service.
Internal environment changes may
include:
Management changes and
organisational restructures
Recruitment practice
External environment changes may
include:
Changes in the competitive
environment
Trends in customer service
preferences
Economic climate
Introduction of new technologies or
equipment .
Type of observation/evidence:
What did the learner do?
How to management changes and organisation
restructures
When did s/he do it? Over what period of time?
Duration of customer service
How did s/he do it?
Met with the customer
What was the outcome?
satisfactory
Other relevant comments/evidence:
4.
Establish how to provide opportunities
for staff to participate in development of
customer service practices.
Staff participation may occur through:
The development of staff training
Discussion about customer services
in meetings
Speaking individually to staff
members
Asking for feedback when creating
new policies and procedures.
Type of observation/evidence:
What did the learner do?
How to discussionabout customer services in meeting
When did s/he do it? Over what period of time?
Duration of customer service
How did s/he do it?
Met with the customer
What was the outcome?
satisfactory
Other relevant comments/evidence:
HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
5.
Identify how to develop policies and
procedures for quality service provision.
Developing policies and procedures
involves considering:
Current workplace policies and
procedures
Feedback from staff members
Feedback from customers
Policies and procedures
implemented by competitors
Regulatory requirements related to
your industry.
