Type of observationevidence what did the learner do

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:
18. Discussed customer service needs with
staff and customers.
This may involve:
 Holding a workplace meeting
 Asking all employees to contribute
with ideas
 Speaking to customers individually.
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

19. Calculated and interpreted customer
satisfaction statistics and business
performance data.
This includes:
 Gathering all available information
 Making calculations
 Interpreting the results.
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:
20. Contributed to change management in
workplace customer service.
Management styles include:
 Authoritarian
 Paternalistic
 Democratic.
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

21. Allowed for a rational and logical
evaluation of the characteristics and
needs of the organisation in order to
design tailored customer service
practices.
A rational evaluation of the
characteristics and needs of the
organisation may be gained through:
 Analysis of competitive environment
and industry service trends
 Customer service surveys
 Customer focus groups
 Qualitative or quantitative research
 Seeking feedback from service
delivery colleagues
 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:
22. Planned for, established and regularly
monitored all components of the
customer service system.
This may involve:
 Obtaining information on customer
needs and expectations
 Comparing information to current
practices
 Developing a range of policies and
procedures and allocating them to
particular employees
 Checking at regular intervals to
ensure practices are operating as
expected.
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

23. Taken responsibility for customer service
outcomes.
Learners must demonstrate:
 An understanding of customer
service responsibilities
 Taking accountability.
Type of observation/evidence:
What did the learner do?