Type of observationevidence what did the learner do

Type of observation/evidence:
What did the learner do?
Gathering survey outcomes (online)
When did s/he do it? Over what period of time?
Duration of the Unit delivery
How did s/he do it?
Research and by asking regular customers from work
What was the outcome?
Satisfactory
Other relevant comments/evidence:
12. Establish how to seek ongoing feedback
from staff and customers to improve
performance.
Methods of feedback includes:
 Regular staff meetings that involve
service discussions
 Asking them in person
 Frequent e-mails
 Through quality inspectors
 Customer surveys
 Customer focus groups
 Questioning customers.
Type of observation/evidence:
What did the learner do?
Gathering survey outcomes (online), analysed what
improvement needs, by asking feedback.
When did s/he do it? Over what period of time?
Duration of the Unit delivery
How did s/he do it?
Research and by asking regular customers from work
What was the outcome?
Satisfactory
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?
Gathering survey outcomes (online), analysed what
improvement needs,
When did s/he do it? Over what period of time?
Duration of the Unit delivery
How did s/he do it?
Research and by asking regular customers from work
What was the outcome?
Satisfactory
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?
By gathering data through online and surveys
When did s/he do it? Over what period of time?
Duration of the Unit delivery
How did s/he do it?
Research and by asking regular customers from work
What was the outcome?
Satisfactory
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?
Gathering survey outcomes (online), analysed what
improvement needs
When did s/he do it? Over what period of time?