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Task 2: Skill Activity has 9 questions to be answered. Answer the activity in as much detail as possible, considering your organisational requirements.Note: You can answer these questions in this sheet or prepare separate documents and attached with this workbook.1.Locate any existing workplace customer service surveys that exist within your organisation. Read through the responses or any visual displays of the data to determine current levels of practice. Together with this information, read through any documents regarding current industry practices; what do they tell you about customer service requirements?PatienceAttentivenessClear communication skillsKnowledge of the ProductAbility to use positive languageActing skillsTime management skillsAbility to 'read' customer2.Based on any findings you have found regarding levels of customer service within your workplace, develop a range of policies and procedures that provide service expectations.1.Management Support2.Consult with staff3.Define the terms of the policy4.Put the policies in writing and publicize them5.Implementation3.Lead a meeting within your workplace with staff members about customer service needs. In addition, speak to a minimum of three customers about what they expect from customer service. 1.Customers want personalized interactions2.Customers want you to be proactive3.Customers want help fastHA_SITXCCS008_Learner Workbook V2.0_7Dec2017
4.Consumers want multiple options for customer service4.Using sales figures from your organisation, calculate the percentage change in sales over the past 6 months and past 12 months.Store sold 10,000 worth of goods over past 6 month and 24,000 worth in past 12 months$24,000 − $10,000 = $14,000 (finding amount of change)$14,000 ÷ $10,000 = 1.4 (dividing by last month's measurement)1.4 × 100 = 140 percent (converting to a percentage)5.Research a range of management methods and demonstrate a variety of new skills that can improve workplace customer service.-Use Technology Responsibly-Set Clear Goals-Set Standards and Provide Skills Development-Communicate Effectively and Efficiently6.Develop a plan that details a range of different methods that can be used to evaluate and highlight the characteristics and needs of your business in relation to customer service.-Listening skills-Asking skills-Responsive-Knowledgeable-Accurate7.Within a workplace environment, demonstrate that you can plan for, establish and regularly monitor all components of the customer service system.Making quality the ‘norm’While the customer’s personal experience cannot always be completely captured and analysed, this information - call recordings in contact centres, customer emails and social media interactions - HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
combined with customer satisfaction surveys, can give an organisation a better idea of the customer experience. These insights will allow companies to improve their service and tailor their products precisely to what their customers want, improving satisfaction and increasing loyalty.