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:
- 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.
You are required to write a brief summary for each service instance, clearly outlining:
- 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.
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. |
| Criteria | 1.Instance | 2.Instance | 3.Instance | 4. Instance | ||||
| Manage delivery of quality customer service | S | NYS | S | NYS | S | NYS | S | NYS |
| 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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