Assessment Guide
SITXCCS008 Develop and manage
quality customer service practices
SIT Version 1 1 of 12
©Futura Group 2016
, Instructions to the Student
General Assessment Information
This information is designed to provide you with a full overview of the tasks you need to successfully complete
to be deemed competent in this unit.
You must achieve a satisfactory performance in each of the assessment tasks in order to be deemed competent
in the relevant unit. Where necessary, the assessment tasks are divided into parts or steps. These are designed
to take you through a step by step approach to completing the activities.
Instructions
First and foremost, please contact your assessor to discuss any necessary adjustments that may need to be
made prior to completing these tasks. The instructions for each of the assessment tasks are logically sequenced.
If you have any questions, contact your assessor immediately. If there is a practical component to your
assessment, you will need to discuss the arrangements for its completion with your assessor in advance.
Assessment Cover Sheet
Once you have completed all of the tasks, complete the Assessment Cover Sheet, sign the declaration and
forward along with your documentation to your assessor.
Assessment Outcomes
There are two outcomes of assessments: S = Satisfactory and NS = Not Satisfactory (requires more training and
experience).
You will be awarded C = Competent on completion of the unit when the assessor is satisfied that you have
completed all the assessments and have provided the appropriate evidence required to meet all criteria. If you
fail to meet this requirement you will receive the result NC = Not Competent.
If you are deemed Not Competent by your assessor and require re-assessment, you will be informed of the
process. You may be assessed up to two times more.
Assessment Opportunities
Your assessor will negotiate the submission of assessment with you prior to the commencement of these tasks.
You will be provided with sufficient opportunity to demonstrate competence. However, if you are deemed not
yet competent on your first attempt, you need complete the relevant assessment tasks again.
Submitting Assessment Tasks
Your assessor will tell you when assessments are due. It is your responsibility to ensure that assessment tasks
are submitted to assessors on or before their due date.
Extensions for individual assessment tasks of up to one (1) week may be negotiated with your assessor in
specific circumstances. You must request this prior to the due date and extensions due to illness will require a
medical certificate. Extensions will be confirmed by your assessor in writing.
SIT Version 1 2 of 12
©Futura Group 2016
SITXCCS008 Develop and manage
quality customer service practices
SIT Version 1 1 of 12
©Futura Group 2016
, Instructions to the Student
General Assessment Information
This information is designed to provide you with a full overview of the tasks you need to successfully complete
to be deemed competent in this unit.
You must achieve a satisfactory performance in each of the assessment tasks in order to be deemed competent
in the relevant unit. Where necessary, the assessment tasks are divided into parts or steps. These are designed
to take you through a step by step approach to completing the activities.
Instructions
First and foremost, please contact your assessor to discuss any necessary adjustments that may need to be
made prior to completing these tasks. The instructions for each of the assessment tasks are logically sequenced.
If you have any questions, contact your assessor immediately. If there is a practical component to your
assessment, you will need to discuss the arrangements for its completion with your assessor in advance.
Assessment Cover Sheet
Once you have completed all of the tasks, complete the Assessment Cover Sheet, sign the declaration and
forward along with your documentation to your assessor.
Assessment Outcomes
There are two outcomes of assessments: S = Satisfactory and NS = Not Satisfactory (requires more training and
experience).
You will be awarded C = Competent on completion of the unit when the assessor is satisfied that you have
completed all the assessments and have provided the appropriate evidence required to meet all criteria. If you
fail to meet this requirement you will receive the result NC = Not Competent.
If you are deemed Not Competent by your assessor and require re-assessment, you will be informed of the
process. You may be assessed up to two times more.
Assessment Opportunities
Your assessor will negotiate the submission of assessment with you prior to the commencement of these tasks.
You will be provided with sufficient opportunity to demonstrate competence. However, if you are deemed not
yet competent on your first attempt, you need complete the relevant assessment tasks again.
Submitting Assessment Tasks
Your assessor will tell you when assessments are due. It is your responsibility to ensure that assessment tasks
are submitted to assessors on or before their due date.
Extensions for individual assessment tasks of up to one (1) week may be negotiated with your assessor in
specific circumstances. You must request this prior to the due date and extensions due to illness will require a
medical certificate. Extensions will be confirmed by your assessor in writing.
SIT Version 1 2 of 12
©Futura Group 2016
