SITXCCS008 Develop and manage quality customer service practices

SITXCCS008 Develop and manage quality

Assessment Task 3 – Demonstration

Performance objective

The students must demonstrate the performance outcomes, skills and knowledge required to develop, monitor and adjust customer service practices. It requires the ability to consult with colleagues and customers, develop policies and procedures for quality service provision, and manage the delivery of customer service.

Assessment description

In this assessment you will demonstrate to implement, communicate, monitor and evaluate policies and procedures over four service periods. After demonstration you will write a summary of each.

Procedure

You will be observed over four service periods, how you:

  1. Implement developed policies and procedures
  2. Communicate requirements with staff
  3. Monitor service provisions and manage these efficiently
  4. Evaluate each service instance and incorporate feedback into the next instance.

You are required to write a brief summary for each service instance, clearly outlining:

  1. What worked well
  2. What needs improvement
  3. How you have evaluated each policy you have implemented
  4. How was staff involved for the purpose of evaluation
  5. How you will implement each identified change required into the following service instance.

Submissions

You must:

  • Demonstrate policies and procedures over four service periods
  • Submit the summary of each service period

Your assessor will be looking for:

  • research and develop customer service policies and procedures for at least three different areas of the business that meet industry standards
  • implement and monitor practices for quality customer service in line with above policies and procedures over four service periods
  • evaluate practices for quality service provision and identify any failings
  • review policies and procedures, adjust as necessary, and communicate any new practices to staff
  • You will be observed over four service periods, how you:

  • Implement developed policies and procedures
  • Communicate requirements with staff
  • Monitor service provisions and manage these efficiently
  • Evaluate each service instance and incorporate feedback into the next instance.
Service Period 1:Date:
Policies and procedures implemented and followed:     
What worked well     What needs improvement     How you have evaluated each policy you have implemented       How was staff involved for the purpose of evaluation       How you will implement each identified change required into the following service instance.      
Service Period 2:Date:
Policies and procedures implemented and followed:     
What worked well     What needs improvement     How you have evaluated each policy you have implemented       How was staff involved for the purpose of evaluation       How you will implement each identified change required into the following service instance.      
Service Period 3:Date:
Policies and procedures implemented and followed:     
What worked well     What needs improvement     How you have evaluated each policy you have implemented       How was staff involved for the purpose of evaluation       How you will implement each identified change required into the following service instance.      
Service Period 4:Date:
Policies and procedures implemented and followed:     
What worked well     What needs improvement     How you have evaluated each policy you have implemented       How was staff involved for the purpose of evaluation       How you will implement each identified change required into the following service instance.      
Criteria1.Instance2.Instance3.Instance4. Instance
Manage delivery of quality customer serviceSNYSSNYSSNYSSNYS
Explaining Policies and Procedures        
Policies are communicated with all staff        
The specific requirements outlined in each policy are explained according to procedural steps        
The reporting provisions are established        
The location and access to each policy is clearly explained        
Queries from staff are identified and answered sufficiently.        
Specific training needs have been established and agreed on.        
Observation of service instance        
The customer is prioritised over any work duties undertaken        
The customer is greeted in a friendly, professional manner        
Eye contact or body language required is recognised by student        
Rapport is established with the customer        
Active listening is used to identify customer’s needs        
Active questioning is used to clarify or verify customer enquiries        
The phone is answered using organisational procedures        
The student speaks in a polite, friendly manner        
Where a written communication takes place, the greeting and format of correspondence is correct and appropriate for the purpose        
All external correspondence is followed up within organisational timeframes        
Products are demonstrated and explained        
Where relevant, options are offered        
Opportunities for suggestive or up-selling are used appropriately        
The service is provided in a time efficient manner        
Operational issues are identified promptly and acted upon        
The service level provided was of professional standard        
Personal presentation is neat and professional        
Personal hygiene is clean and neat        
Special needs are provided for as relevant        
Organisational policies and procedures are followed        
Disputes are recognised promptly        
Monitor and adjust customer service        
Monitors service proactively        
Pro-actively seeks feedback on service provided from customers        
Feedback from customers is recorded and communicated with supervisors/colleagues as relevant        
Provides a summary which clearly outlines any shortfalls        
Provides strategies to overcome service issues        
Suggested strategies and measures for implementation are discussed with all staff prior to each service period        
The suggested strategies are implemented        
The suggested strategies are monitored and adjusted to support staff.        
Comments:    
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