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
Assessor’s name
Unit of Competence
(Code and Title)
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:
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.
This may involve obtaining information
from:
Customer service surveys
Customer focus groups
Service delivery colleagues
Competitive environment and
industry service trends
Questioning customers.
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
3.
Recognise how to review changes in
internal and external environments and
integrate findings into planning for
quality service.
