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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 proceduresMaking appropriate changes to account for failings in practiceCommunicating changes to staffOrganising 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 declarationTo 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 checklistThis 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 nameToni Rose ChanAssessor’s nameBilly RamadasUnit of Competence(Code and Title)Develop and manage quality customer service practicesDate(s) of assessmentHave 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)CommentsProvide your comments here:The learner’s performance was:Not yet satisfactorySatisfactoryIf not yet satisfactory, date for reassessment:Learner’s signatureAssessor’s signatureHA_SITXCCS008_Learner Workbook V2.0_7Dec2017
Assessor Observations/DemonstrationsAssessor observationTasks 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 surveysCustomer focus groupsService delivery colleaguesCompetitive environment and industry service trendsQuestioning customers.Type of observation/evidence:What did the learner do?Gathering survey outcomes (online), analysed what improvement needs, i.e. quality meals vs quantity portion When did s/he do it? Over what period of time?Duration of the Unit delivery How did s/he do it?