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

Type of observationevidence what did the learner do

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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: 2. Recognise how to provide opportunities for customers and staff to give feedback on products and services. Feedback can be gained from: Discussions with customers Formal customer interviews Regular staff meetings Surveys of internal customers, external customers and staff. 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
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HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
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3. Recognise how to review changes in internal and external environments and integrate findings into planning for quality service. Internal environment changes may include: Management changes and organisational restructures Recruitment practice External environment changes may include: Changes in the competitive environment Trends in customer service preferences Economic climate Introduction of new technologies or equipment. 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: 4. Establish how to provide opportunities for staff to participate in development of customer service practices. Staff participation may occur through: The development of staff training Discussion about customer services in meetings Speaking individually to staff members Asking for feedback when creating new policies and procedures. 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
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5. Identify how to develop policies and procedures for quality service provision. Developing policies and procedures involves considering: Current workplace policies and procedures Feedback from staff members Feedback from customers Policies and procedures implemented by competitors Regulatory requirements related to your industry. 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?
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