Type of observationevidence What did the learner do When did she do it Over

Type of observationevidence what did the learner do

This preview shows page 67 - 71 out of 96 pages.

Type of observation/evidence: What did the learner do? When did s/he do it? Over what period of time? How did s/he do it? What was the outcome? Other relevant comments/evidence: 6. Identify how to communicate policies, procedures and expectations to staff. This may take place through: Speaking to employees individually In group meetings or briefings Through e-mail In letters or notes. Type of observation/evidence: What did the learner do? When did s/he do it? Over what period of time? How did s/he do it? What was the outcome? Other relevant comments/evidence: HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
Image of page 67
7. Understand how to make policies readily available to customers and staff. Making policies available involves: Making sure that they are understood by those using them Ensuring that any writing, tables or diagrams are legible Confirming that there are no mistakes in the documents Encouraging staff and customers to suggest any changes to the policies and procedures in order to heighten customer satisfaction. Type of observation/evidence: What did the learner do? When did s/he do it? Over what period of time? How did s/he do it? What was the outcome? Other relevant comments/evidence: 8. Recognise how to monitor customer service in the workplace to ensure standards are met. This could take place through: Meetings Reviewing written correspondence Monitoring phone calls Hiring a ‘quality inspector’ Asking customers for feedback Utilising mystery customers Looking at complaints. Type of observation/evidence: What did the learner do? When did s/he do it? Over what period of time? How did s/he do it? What was the outcome? Other relevant comments/evidence: HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
Image of page 68
9. Recognise how to initiate staff training to enhance customer service. Training may involve: Mentoring Internal training External training. Type of observation/evidence: What did the learner do? When did s/he do it? Over what period of time? How did s/he do it? What was the outcome? Other relevant comments/evidence: 10. Identify how to take responsibility for service outcomes and dispute resolution. Responsibilities may include: 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. Type of observation/evidence: What did the learner do? When did s/he do it? Over what period of time? How did s/he do it? What was the outcome? Other relevant comments/evidence: HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
Image of page 69
11. Establish how to act as a positive role model for professional standards expected of service industry personnel. This may involve: Understanding what customers expect from staff Acting in a positive manner Abiding by policies and procedures.
Image of page 70
Image of page 71

You've reached the end of your free preview.

Want to read all 96 pages?

  • Fall '18
  • billy
  • Unit of Competence

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture