This may involve obtaining information from Customer service surveys Customer

This may involve obtaining information from customer

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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
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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
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HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
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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.
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