Develop and manage quality customer service practices
Student Assessment Task
ASSESSMENT INFORMATION FOR LEARNERS 4
HOW YOU WILL BE ASSESSED 4
What happens if your result is ‘Not Yet Competent’ for one or more assessment tasks? 4
What if you disagree on the assessment outcome? 5
Assessor Responsibilities 5
How should I reference the sources of information I use in my assessments? 6
ASSESSMENT GUIDE 7
ASSESSMENT TASK 1 9
ASSESSMENT TASK 2 12
ASSESSMENT INFORMATION FOR LEARNERS
Throughout your training we are committed to your learning by providing a training and assessment framework that ensures the knowledge gained through training is translated into practical on the job improvements.
You are going to be assessed for:
• Your skills and knowledge using written and observation activities that apply to the workplace.
• Your ability to apply your learning.
• Your ability to recognise common principles and actively use these on the job.
All of your assessment and training is provided as a positive learning tool. Your assessor will guide your learning and provide feedback on your responses to the assessment materials until you have been deemed competent in this unit.
How you will be assessed
The process we follow is known as competency-based assessment. This means that evidence of your current skills and knowledge will be measured against national standards of best practice, not against the learning you have undertaken either recently or in the past. Some of the assessment will be concerned with how you apply your skills and knowledge in the workplace, and some in the training room as required by each unit.
The assessment tasks have been designed to enable you to demonstrate the requirements of the performance criteria and knowledge in this unit to successfully demonstrate competency at the required standard.
Your assessor will ensure that you are ready for assessment and will explain the assessment process. Your assessment tasks will outline the evidence to be collected and how it will be collected, for example; a written activity, case study, or demonstration and observation.
The assessor will also have determined if you have any special needs to be considered during assessment. Changes can be made to the way assessment is undertaken to account for special needs and this is called making Reasonable Adjustment.
What happens if your result is ‘Not Yet Competent’ for one or more assessment tasks?
Our assessment process is designed to answer the question “has the desired learning outcome been achieved yet?” If the answer is “Not yet”, then we work with you to see how we can get there.
In the case that one or more of your assessments has been marked ‘NYC’, your trainer will provide you with the necessary feedback and guidance, in order for you to resubmit your responses.
If you submit assessment by the due date and deemed ‘NYC’, you will be provided another opportunity to submit assessment without any penalty. However, failure to submit by the due date will cease any free resubmission opportunity.
What if you disagree on the assessment outcome?
You can appeal against a decision made in regards to your assessment. An appeal should only be made if you have been assessed as ‘Not Yet Competent’ against a specific unit and you feel you have sufficient grounds to believe that you are entitled to be assessed as competent. You must be able to adequately demonstrate that you have the skills and experience to be able to meet the requirements of units you are appealing the assessment of.
If you do not agree with an assessment decision, you can make an assessment appeal as per your SCA’s assessment appeals process.
Assessors need to be aware of their responsibilities and carry them out appropriately. To do this they need to:
• Ensure that participants are assessed fairly based on the outcome of the language, literacy and numeracy review completed at enrolment.
• Ensure that all documentation is signed by the learner, trainer, workplace supervisor and assessor when units and certificates are complete, to ensure that there is no follow-up required from an administration perspective.
• Ensure that their own qualifications are current.
• When required, request the manager or supervisor to determine that the learner is ‘satisfactorily’ demonstrating the requirements for each unit. ‘Satisfactorily’ means consistently meeting the standard expected from an experienced operator.
• When required, ensure supervisors and learners sign off on third party assessment forms or third-party report.
• Follow the recommendations from moderation and validation meetings.
Assessment Acknowledgement and Declaration
Since you are submitting electronically through the Canvas LMS, please review the declaration and acknowledge part prior to submit the assessment, as by submitting the assessment you are providing the consent to the following:
By submitting this assessment, you acknowledge the following:
• I have read and understand the assessment requirement
• I understand and comfortable with the way the assessment is going to be assessed.
• I understand that I should discussed with my trainer should their any reasonable adjustment required for the assessment.
• I understand the rights of the reassessment.
• I understand my rights to appeal the decision made in an assessment.
By submitting this assessment, you also provide consent of the following:
• This task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s).
• I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me.
• I have correctly referenced all resources and reference texts throughout these assessment tasks.
Please communicate with your trainer immediately should you have any concerns or doubts about any of the above statements.
Your Trainer / Assessor will provide you the assessment result via Canvas LMS.
Naming electronic documents
It is important that you name the documents that you create for this Assessment Task in a logical manner.
Each should include:
For example, SITXCCS008 it should be John smith_SLB00005B_ SITXCCS008
How should I reference the sources of information I use in my assessments?
Include a reference list at the end of your work on a separate page. You should reference the sources you have used in your assessments in the Harvard Style. For example:
• Website Name – Page or Document Name, retrieved insert the date. Webpage link.
• For a book: Author surname, author initial Year of publication, Title of book, Publisher, City, State.
The following table shows you how to achieve a satisfactory result against the criteria for each type of assessment task. The following is a list of general assessment methods that can be used in assessing a unit of competency. Check your assessment tasks to identify the ones used in this unit of competency.
Assessment Method Satisfactory Result Non-Satisfactory Result
You will receive an overall result of Competent or Not Yet Competent for this unit. The assessment process is made up of a number of assessment methods. You are required to achieve a satisfactory result in each of these to be deemed competent overall. Your assessment may include the following assessment types.
Written Questions All questions answered correctly Incorrect answers for one or more questions
Answers address the question in full; referring to appropriate sources from your workbook and/or workplace Answers do not address the question in full. Does not refer to appropriate or correct sources.
Third Party Report Supervisor or manager observes work performance and confirms that you consistently meet the standards expected from an experienced operator Could not demonstrate consistency. Could not demonstrate the ability to achieve the required standard
Written Activity The assessor will mark the activity against the detailed guidelines/instructions Does not follow guidelines/instructions
Attachments if requested are attached Requested supplementary items are not attached
All requirements of the written activity are addressed/covered. Response does not address the requirements in full; is missing a response for one or more areas.
Responses must refer to appropriate sources from your workbook and/or workplace One or more of the requirements are answered incorrectly.
Does not refer to or utilise appropriate or correct sources of information
Observation/Demonstration All elements, criteria, knowledge and performance evidence are demonstrated at the appropriate AQF level Could not demonstrate elements, criteria, knowledge and performance evidence at the appropriate AQF level
Case Study All comprehension questions answered correctly; demonstrating an application of knowledge of the topic case study. Lack of demonstrated comprehension of the knowledge required to complete the case study questions correctly. One or more questions are answered incorrectly.
Answers address the question in full; referring to appropriate sources from your workbook and/or workplace Answers do not address the question in full; do not refer to appropriate sources.
Practical Activity All tasks in the practical activity must be completed and evidence of completion must be provided to your trainer/assessor.
All tasks have been completed accurately and evidence provided for each stated task. Tasks have not been completed effectively and evidence of completion has not been provided.
Attachments if requested are attached Requested supplementary items are not attached
This assessment task only consists of Written Questions and Practical Activity.
ASSESSMENT TASK 1
This assessment task consists of 22 questions. You may use reference material to assist you such as texts and the internet, but you must correctly reference your information.
You must answer all questions correctly and in accordance with the instructions given.
Answers should exceed 50 words but no more than 300 words for each question.
1. Briefly outline the principles of quality customer service.
2. Explain the professional service standards for service industry personnel.
3. Discuss the attitudes and attributes expected by the service industries to work with customers.
4. Identify and describe the roles and responsibilities of management, supervisors and operational personnel in providing quality service.
5. Identify the sources of information on current service trends and changes that affect service delivery.
6. Outline the analysis of competitive environment and industry service trends.
7. What are customer service surveys?
8. Discuss what customer focus groups are.
9. Explain what qualitative or quantitative research.
10. How can you seek feedback from service delivery colleagues?
11. Outline how you would go about questioning customers.
12. How can you develop, implement and monitor customer service policies and procedures?
13. How can you evaluate staff and customer feedback?
14. How can you examine overall business performance?
15. How can you monitor the ongoing effectiveness of the following?
a. Staff in meeting customer service standards
b. Policies and procedures in explaining practices
16. How can you review the numbers and nature of:
c. Responses of customers
17. How might you review customer satisfaction survey statistics?
18. How could you conduct surveys of internal customers, external customers and staff?
19. How can improvements be suggested?
20. Identify and outline the industry schemes, accreditation schemes and codes of conduct aimed at improving customer service.
21. Discuss the following areas where organisational policies and procedures assist in ensuring quality customer service:
a. Acknowledging and greeting customers
b. Complaint and dispute management
c. Authority for different level personnel to resolve complaints, disputes, service issues and customer compensation
d. Loyalty programs
e. Presentation standards for customer environment and customer service personnel
f. Pricing and service guarantees
g. Product quality
h. Refunds and cancellation fees
i. Response times
j. Staff training
22. Outline the following objectives, components and comprehensive details of consumer protection laws that relate to customer service, and the business’ responsibility:
a. Nominating and charging cancellation fees
b. Providing information on potential price increases
c. Supplying products as described or substituting suitable products when unable
d. Formats for and content of policies and procedures
ASSESSMENT TASK 2
In this task student required to attend a mandatory practical class and need to complete a practical activity in front of the assessor. Your assessor will assess your knowledge and competency on the unit based on the activity in the practical class.
• Research, develop and manage quality customer service practices for at least three (3) 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 (4) service periods.
Perform the following actions to develop quality customer service practices:
• Obtain and document information on customer needs, expectations and satisfaction levels using both formal and informal research.
• Provide opportunities for customers and staff to give feedback on products and services.
• Review and document changes in internal and external environments and integrate findings into planning for quality service.
• Provide opportunities for staff to participate in development of customer service practices.
• Develop policies and procedures for quality service provision.
Complete the below steps to manage delivery of quality service:
• Communicate policies, procedures and expectations to staff.
• Make policies readily available to customers and staff.
• Monitor customer service in the workplace to ensure standards are met.
• Initiate staff training to enhance customer service.
• Take responsibility for service outcomes and dispute resolution.
• Act as a positive role model for professional standards expected of service industry personnel.
Perform the below actions to monitor and adjust customer service, evaluating practices for quality service provision and identifying any failings:
• Seek ongoing feedback from staff and customers to improve performance.
• Assess and document the effectiveness of customer service practices.
• Identify systemic customer service problems and adjust policies and procedures to improve service quality. Document the identified problems and adjustments made.
• Develop, document and communicate new approaches to customer service to staff involved in service delivery.
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