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:
HA_SITXCCS008_Learner Workbook V2.0_7Dec2017

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

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

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.