How would you act swiftly to resolve this complaint and prevent escalation, in
consultation with the customer and to customer satisfaction?
Staff may offer the standard compensation options to this customer. If the
standard options are not acceptable to the customer, then there may be the need
to seek advice or permission from a more senior member of staff for what
alternative options are available.
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HA_SITXCCS007_ Learner WorkbookV2.0_7Dec2107
Activity 3E checklist – for assessor
This should be used by the trainer/assessor to document the learner’s skills, knowledge and
performance as relevant to the unit activity. Indicate in the table below if the learner is deemed
satisfactory (S) or not satisfactory (NS) for theactivity or if reassessment is required.
Learner’s name
Assessor’s name
Unit of Competence
(Code and Title)
Date(s) of assessment
Has 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)
Comments
Provide your comments here:
The learner’s
performance was:
Not yet satisfactory
Satisfactory
If not yet satisfactory, date for reassessment:
Feedback to learner:
Learner’s signature
Assessor’s signature
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HA_SITXCCS007_ Learner WorkbookV2.0_7Dec2107
Activity 3F
Estimated Time
15 Minutes
Objective
To provide you with an opportunity to turn complaints into opportunities to
demonstrate high quality customer service.
Recall any complaint that you have handled during your time in customer
service. How did you turn this into an opportunity to demonstrate high quality
customer service? Could more have been done to use the complaint as an
opportunity to demonstrate high quality customer service?
A customer complaint about the product that she received yesterday; it wasn’t
the product that she ordered on the website. Actually it is our new product. The
company receives the complaint and immediately investigates the issue. It was
the delivery system issue so we did send the correct product to this customer in
the same day. The manager spoke to this customer to apologize and ask if
customer would like to try our new product. In the end, customer would like to
order the new product because she tried and like it.
48
HA_SITXCCS007_ Learner WorkbookV2.0_7Dec2107
Activity 3F checklist – for assessor
This should be used by the trainer/assessor to document the learner’s skills, knowledge and
performance as relevant to the unit activity. Indicate in the table below if the learner is deemed
satisfactory (S) or not satisfactory (NS) for theactivity or if reassessment is required.
Learner’s name
Assessor’s name
Unit of Competence
(Code and Title)
Date(s) of assessment
Has the activity been answered and performed fully, as required to assess the
competency of the learner?
