Learner Workbook
SITXCCS008
Develop and manage quality customer
service practices
Learner Workbook
, College Details
Hannay International College
Tel: 02 92829280 | Elicos/ Vet Provider
Suite 46, No 8 Kippax street, Surryhills
NSW E: |
www.ha.edu.au
Your Workplace Health and Safety at
Hannay
1. It is your duty to inform staff at Hannay if you see, hear or come across any
incident, situation or hazard that might require immediate attention.
2. In case of an emergency evacuation, you are required to follow the instructions
provided by the trainer. While exiting the building, keep calm and walk alongside
the hand rails.
HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
, Table of Contents
Table of Contents..................................................................................................................................1
Instructions to Learner.........................................................................................................................3
Assessment instructions................................................................................................................3
Assessment requirements.............................................................................................................6
Candidate Details..................................................................................................................................7
Assessment – SITXCCS008: Develop and manage quality customer service practices...................7
Observation/Demonstration................................................................................................................8
Third Party Guide..................................................................................................................................9
Third party details (required information from the learner).........................................................9
Activities..............................................................................................................................................10
Activity 1A....................................................................................................................................10
Activity 1A checklist – for assessor..............................................................................................11
Activity 1B....................................................................................................................................12
Activity 1B checklist – for assessor..............................................................................................13
Activity 1C....................................................................................................................................14
Activity 1C checklist – for assessor..............................................................................................15
Activity 1D...................................................................................................................................16
Activity 1D checklist – for assessor..............................................................................................17
Activity 1E....................................................................................................................................18
Activity 1E checklist – for assessor...............................................................................................19
Activity 2A....................................................................................................................................20
Activity 2A checklist – for assessor..............................................................................................21
Activity 2B....................................................................................................................................22
Activity 2A checklist – for assessor..............................................................................................23
Activity 2B....................................................................................................................................24
Activity 2B checklist – for assessor..............................................................................................25
Activity 2C....................................................................................................................................26
Activity 2C checklist – for assessor..............................................................................................27
Activity 2D...................................................................................................................................28
HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
, Activity 2D checklist – for assessor..............................................................................................29
Activity 3A....................................................................................................................................30
Activity 3A checklist – for assessor..............................................................................................31
Activity 3B....................................................................................................................................32
Activity 3B checklist – for assessor..............................................................................................33
Activity 3C....................................................................................................................................34
Activity 3C checklist – for assessor..............................................................................................35
Activity 3D...................................................................................................................................36
Activity 3D checklist – for assessor..............................................................................................37
Summative Assessments....................................................................................................................38
Section A: Skills activity................................................................................................................39
Summative assessments: Section A checklist..............................................................................41
Section B: Knowledge activity (Q & A).........................................................................................42
Summative assessments: Section B checklist..............................................................................44
Section C: Performance activity...................................................................................................45
Summative assessments: Section C checklist..............................................................................46
Workplace Documentation – for learner...........................................................................................47
Workplace documents checklist..................................................................................................47
Supplementary Oral Questions (optional) – for assessor..................................................................48
Competency record to be completed by assessor.............................................................................51
HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
SITXCCS008
Develop and manage quality customer
service practices
Learner Workbook
, College Details
Hannay International College
Tel: 02 92829280 | Elicos/ Vet Provider
Suite 46, No 8 Kippax street, Surryhills
NSW E: |
www.ha.edu.au
Your Workplace Health and Safety at
Hannay
1. It is your duty to inform staff at Hannay if you see, hear or come across any
incident, situation or hazard that might require immediate attention.
2. In case of an emergency evacuation, you are required to follow the instructions
provided by the trainer. While exiting the building, keep calm and walk alongside
the hand rails.
HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
, Table of Contents
Table of Contents..................................................................................................................................1
Instructions to Learner.........................................................................................................................3
Assessment instructions................................................................................................................3
Assessment requirements.............................................................................................................6
Candidate Details..................................................................................................................................7
Assessment – SITXCCS008: Develop and manage quality customer service practices...................7
Observation/Demonstration................................................................................................................8
Third Party Guide..................................................................................................................................9
Third party details (required information from the learner).........................................................9
Activities..............................................................................................................................................10
Activity 1A....................................................................................................................................10
Activity 1A checklist – for assessor..............................................................................................11
Activity 1B....................................................................................................................................12
Activity 1B checklist – for assessor..............................................................................................13
Activity 1C....................................................................................................................................14
Activity 1C checklist – for assessor..............................................................................................15
Activity 1D...................................................................................................................................16
Activity 1D checklist – for assessor..............................................................................................17
Activity 1E....................................................................................................................................18
Activity 1E checklist – for assessor...............................................................................................19
Activity 2A....................................................................................................................................20
Activity 2A checklist – for assessor..............................................................................................21
Activity 2B....................................................................................................................................22
Activity 2A checklist – for assessor..............................................................................................23
Activity 2B....................................................................................................................................24
Activity 2B checklist – for assessor..............................................................................................25
Activity 2C....................................................................................................................................26
Activity 2C checklist – for assessor..............................................................................................27
Activity 2D...................................................................................................................................28
HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
, Activity 2D checklist – for assessor..............................................................................................29
Activity 3A....................................................................................................................................30
Activity 3A checklist – for assessor..............................................................................................31
Activity 3B....................................................................................................................................32
Activity 3B checklist – for assessor..............................................................................................33
Activity 3C....................................................................................................................................34
Activity 3C checklist – for assessor..............................................................................................35
Activity 3D...................................................................................................................................36
Activity 3D checklist – for assessor..............................................................................................37
Summative Assessments....................................................................................................................38
Section A: Skills activity................................................................................................................39
Summative assessments: Section A checklist..............................................................................41
Section B: Knowledge activity (Q & A).........................................................................................42
Summative assessments: Section B checklist..............................................................................44
Section C: Performance activity...................................................................................................45
Summative assessments: Section C checklist..............................................................................46
Workplace Documentation – for learner...........................................................................................47
Workplace documents checklist..................................................................................................47
Supplementary Oral Questions (optional) – for assessor..................................................................48
Competency record to be completed by assessor.............................................................................51
HA_SITXCCS008_Learner Workbook V2.0_7Dec2017
