This may involve researching the needs and

This may involve:
 Researching the needs and
expectations of customers
 Speaking with staff
 Researching industry standards
 Developing 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:
26. Implemented and monitored practices
for quality customer service in line with
above policies and procedures over four
service periods
They must demonstrate:
 Informing staff of policies and
procedures
 Documenting policies and
procedures
 Monitoring of workplace practices.
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
Duangphon Sithakhot
Assessor’s name
Billy
Unit of Competence
(Code and Title)
SITXCCS008
Date(s) of assessment
11/8/18
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