Evaluate regular basis to consistently to aid them in improving their

Evaluate regular basis to consistently to aid them in

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Evaluate regular basis to consistently to aid them in improving their performance Set clear and consistent standards Taking 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 trends Customer service surveys Customer focus groups HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
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Qualitative or quantitative research Seeking feedback from service delivery colleagues Questioning customers 7. 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 expectations Comparing information to current practices Developing a range of policies and procedures and allocating them to particular employees Checking 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 staff Reporting complaints to senior management Actions for providing refunds Providing customers with alternate products or services when their preferred choice is not available 9. Use software or an electronic device to analyse customer satisfaction data. Inputting of customer satisfaction data The correct use of software Interpretation 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 name Ristina Liu Assessor’s name Billy Ramadas Unit of Competence (Code and Title) Sitxccs008 Develop and manage quality customer service practise 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 HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
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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 Assessment 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 service Specific industry sector: o professional service standards for service industry personnel o
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