Type of observationevidence What did the learner do Gathering survey outcomes

Type of observationevidence what did the learner do

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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
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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? 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
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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? Gathering survey outcomes (online), analysed what improvement needs When did s/he do it? Over what period of time?
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