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Evaluate regular basis to consistently to aid them in improving their performanceSet clear and consistent standardsTaking a team approach to analyzing employee performance to get a great way to eliminate bias.6.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.Analysis of competitive environment and industry service trendsCustomer service surveysCustomer focus groupsHA_SITXCCS008_Learner Workbook V2.0_7Dec2017
Qualitative or quantitative researchSeeking feedback from service delivery colleaguesQuestioning customers7.Within a workplace environment, demonstrate that you can plan for, establish and regularly monitor all components of the customer service system.Obtaining information on customer needs and expectationsComparing information to current practicesDeveloping a range of policies and procedures and allocating them to particular employeesChecking at regular intervals to ensure practices are operating as expected.8.Within a workplace environment, demonstrate that you can take responsibility for customer service outcomes. Passing information about complaints on to other members of staffReporting complaints to senior managementActions for providing refundsProviding customers with alternate products or services when their preferred choice is not available9.Use software or an electronic device to analyse customer satisfaction data.Inputting of customer satisfaction dataThe correct use of softwareInterpretation of results.Assessment Task 2: Skill Activity Assessor checklist (Section A)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 nameRistina LiuAssessor’s nameBilly RamadasUnit of Competence(Code and Title)Sitxccs008 Develop and manage quality customer service practiseDate(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)CommentsHA_SITXCCS008_Learner Workbook V2.0_7Dec2017
Provide your comments here:The learner’s performance was:Not yet satisfactorySatisfactoryIf not yet satisfactory, date for reassessment:Feedback to learner:Learner’s signatureAssessor’s signatureAssessment Task 3: Knowledge activity (Q & A) (Section B)Objective: To provide you with an opportunity to show you have the required knowledge for this unit.The answers to the following questions will enable you to demonstrate your knowledge of:Principles of quality customer serviceSpecific industry sector:oprofessional service standards for service industry personnelo