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Provide two examples of benefits to hiring a ‘quality inspector’ to monitor customer service within the workplace?They will have a detailed knowledge of customer service skills and experience of suggesting areas for improvementThey can prevent unsatisfactory customer service going unnoticedIt can alleviate the issue of employees not bringing forward issues with either their own customer service skills or those of colleaguesHA_SITXCCS008_Learner Workbook V2.1_12Oct2018
Activity 2B checklist – for assessorThis 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 nameNia FithriyahAssessor’s nameKabir ZamanUnit of Competence(Code and Title)SITXCCS008Develop and manage quality customer service practicesDate(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)CommentsProvide your comments here:The learner’s performance was:Not yet satisfactorySatisfactoryIf not yet satisfactory, date for reassessment:Feedback to learner:Learner’s signatureAssessor’s signatureHA_SITXCCS008_Learner Workbook V2.1_12Oct2018
Activity 2CEstimated Time20 MinutesObjectiveTo provide you with an opportunity to recognise how to initiate staff training to enhance customer service.Describe how mentoring can be used within the workplace to improve customer service.Mentoring is a method that can be used within businesses to support professional development. This usually takes place between two individuals, although the ‘mentor’ can have a number of ‘mentees’ at any time. The person taking the role of mentor is normally an experienced individual who has a lot of knowledge about the industry, such as if they have been working within the tourism industry for a number of years.What are the four stages that are involved in practicing active listening?Clarification:being able to ask questions to ensure you understand a customer's ideasParaphrasing:rephrasing what a customer has just said to confirm you understand rather than acting on what you think they meantReflecting feelings:using phrases to demonstrate you understand how the customer is feeling; this shows empathy and that you're paying attentionSummarising: concluding a conversation with a short summary of the most significant aspects ensures that everyone is on the same page.HA_SITXCCS008_Learner Workbook V2.1_12Oct2018
Activity 2C checklist – for assessorThis 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.