Type of observationevidence What did the learner do When did she do it Over

Type of observationevidence what did the learner do

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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
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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
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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
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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?
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