Type of observationevidence what did the learner do

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

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

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

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.