To provide you with an opportunity to identify how to

To provide you with an opportunity to identify how to communicate policies,
procedures and expectations to staff; and make policies readily available to
customers and staff.
Why might it be useful for employees to listen to the policies and procedures
of other staff members in group meetings?
HA_SITXCCS008_Learner Workbook V2.0_7Dec2017

Activity 2A checklist – for assessor
This should be used by the trainer/assessor to document the learner’s skills, knowledge and
performance as relevant to the unit activity. Indicate in the table below if the learner is deemed
satisfactory (S) or not satisfactory (NS) for the activity or if reassessment is required.
Learner’s name
Ristina Liu
Assessor’s name
Billy Ramadas
Unit of Competence
(Code and Title)
Sitxccs008 Develop and manage quality customer service practise
Date(s) of assessment
Has the activity been answered and performed fully, as required to assess the
competency of the learner?
Yes No
(Please circle)
Has sufficient evidence and information been provided by the learner for the
activity?
Yes No
(Please circle)
Comments
Provide your comments here:
The learner’s
performance was:
Not yet satisfactory Satisfactory
If not yet satisfactory, date for reassessment:
Feedback to learner:
Learner’s signature
Assessor’s signature
Activity 2B
Estimated Time 20 Minutes
Objective To provide you with an opportunity to recognise how to monitor customer
service in the workplace to ensure standards are met.
What aspects of phone calls to customers should be monitored in order to
ensure standards are being met?
 Providing an identification
HA_SITXCCS008_Learner Workbook V2.0_7Dec2017