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
27. Evaluated practices for quality service provision and identified any failings. This involves reviewing: Responses from staff Findings from quality supervisor Feedback from customer focus groups Data from customer surveys Phone calls Written correspondence with customers Sales figures Customer complaints Benchmarking. 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: 28. Reviewed policies and procedures, adjusted as necessary, and communicated any new practices to staff. This may involve: Looking back at the company’s policies and procedures Making appropriate changes to account for failings in practice Communicating changes to staff Organising staff training when needed. 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
Third party declaration To the best of my knowledge and belief, and after making diligent enquiries where relevant, I declare that I the contents of this Third Party Report are true, correct and complete and represent my views. I have not colluded with the learner and have not discussed my responses to the Third Party Report with the learner or anyone acting on behalf of the learner. Third party’s name: _______________________________________________________ Third party’s signature: _______________________________________________________ Date: _______________________________________________________ HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
Assessor’s third party checklist This should be used by the trainer/assessor to document that observations/demonstrations carried out by the third partyare satisfactory, as relevant to the performance criteria of this unit. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory (NS) in the observations 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 Have the third party observations been carried out correctly and successfully? Yes No (Please circle) Has the third party covered all relevant criteria in their observations? Yes No (Please circle) Comments Provide your comments here: The learner’s performance was: Not yet satisfactory Satisfactory If not yet satisfactory, date for reassessment: HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
Learner’s signature Assessor’s signature HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
Assessor Observations/Demonstrations Assessor observation Tasks Observer response based on observation(direct/indirect/supplementary – please indicate ) 1. Identify how to obtain information on customer needs, expectations and satisfaction levels using both formal and informal research.
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- Fall '19
- Unit of Competence, Ristina Liu, Billy Ramadas