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: HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
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13. Recognise how to assess effectiveness of customer service practices. Information to assess effectiveness may include: Responses from staff Findings from quality supervisor Feedback from customer focus groups Data from customer surveys Monitoring phone calls Reviewing written correspondence with customers Looking at sales figures Viewing 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: 14. Establish how to identify systemic customer service problems and adjust policies and procedures to improve service quality. Systemic customer service problems may include: Faults with the website of the company Items continually being delivered to the wrong address Loyalty programs not being updated following purchases. 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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15. Recognise how to develop, document and communicate new approaches to customer service to staff involved in service delivery. Communicating to staff could take place through: Meetings Individual discussions E-mail. 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: 16. Interpreted customer service surveys and unfamiliar complex documents on current industry trends and changes that affect service delivery; and researched customer service requirements. This includes: Locating relevant documentation Reading through information Interpreting details. 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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17. Produced comprehensive yet easily accessible policies and procedures that provide service expectations. Policies and procedures may be in relation to: Acknowledging and greeting customers Complaint and dispute management Authority for different level personnel to resolve complaints, disputes, service issues and customer compensation Loyalty programs Presentation standards for customer environment and customer service personnel Pricing and service guarantees Product quality Refunds and cancellation fees Response times.
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