\Assessment Tasks and Instructions
Student Name
Student Number
Course and Code
Unit(s) of Competency and Code(s) SITXCCS008 Develop and manage quality customer
service practices
Stream/Cluster
Trainer/Assessor
Assessment for this Unit of Competency/Cluster Details
Assessment 1 Short Answer Questions
Assessment 2 Case Study & Policy development
Assessment 3 Observations
Assessment conducted in this instance: Assessment 1 2 3
Reasonable Adjustment
1. Has reasonable adjustment been applied to this assessment?
No No further information required
Yes Complete 2.
2. Provide details for the requirements and provisions for adjustment of assessment:
Student to complete
My assessor has discussed the adjustments with me
I agree to the adjustments applied to this assessment
Signature Date
2nd Assessor to complete
I agree the adjustments applied to this assessment are reasonable
Name
SIT Version 1 1 of 18
©Futura Group 2016
, Signature Date
Assessment Guidelines
What will be assessed
The purpose of this assessment is to assess you underpinning knowledge to complete the tasks outlined in the elements
and performance criteria for this unit of competency and relating to the following aspects:
principles of quality customer service
specific industry sector:
o professional service standards for service industry personnel
o attitudes and attributes expected by the service industries to work with customers
roles and responsibilities of management, supervisors and operational personnel in providing quality service
sources of information on current service trends and changes that affect service delivery
internal and external environmental changes and their effect on planning for quality customer service:
o changes in the competitive environment
o economic climate
o introduction of new technologies or equipment
o management changes and organisational restructures
o recruitment practices
o trends in customer service preferences
methods of formal and informal customer research:
o analysis of competitive environment and industry service trends
o customer service surveys
o customer focus groups
o qualitative or quantitative research
o seeking feedback from service delivery colleagues
o questioning customers
methods of implementing quality service provision:
o developing, implementing and monitoring customer service policies and procedures
o involving staff in the development of customer service practices
o evaluating staff and customer feedback
methods of assessing the effectiveness of customer service practices:
o examining overall business performance
o monitoring the ongoing effectiveness of:
staff in meeting customer service standards
policies and procedures in explaining practices
o reviewing numbers and nature of:
complaints
disputes
responses of customers
o reviewing customer satisfaction survey statistics
methods of obtaining feedback from customers:
o customer service discussions with employees during the course of each business day
o discussions with customers
o formal customer interviews
o regular staff meetings that involve service discussions
o seeking staff suggestions for content of customer service policies and procedures
SIT Version 1 2 of 18
©Futura Group 2016
, o surveys of internal customers, external customers and staff
o improvements suggested by:
customers involved in complaints or disputes
suppliers
staff, supervisors and managers
industry schemes, accreditation schemes and codes of conduct aimed at improving customer service
areas where organisational policies and procedures assist in ensuring quality customer service:
o acknowledging and greeting customers
o complaint and dispute management
o authority for different level personnel to resolve complaints, disputes, service issues and customer compensation
o loyalty programs
o presentation standards for customer environment and customer service personnel
o pricing and service guarantees
o product quality
o refunds and cancellation fees
o response times
o staff training for:
customer service
technical skills
objectives, components and comprehensive details of consumer protection laws that relate to customer service, and
the business’ responsibility for:
o nominating and charging cancellation fees
o providing information on potential price increases
o providing refunds
o supplying products as described or substituting suitable products when unable
o formats for and content of policies and procedures.
Place/Location where assessment will be conducted
RTO to complete
Resource Requirements
Pen, Paper, computer with access to email, printer, teacher’s email address or as instructed otherwise.
Instructions for assessment including WHS requirements
You are required to address all questions to achieve competence. Your trainer will provide you with instructions for time
frames and dates to complete this assessment.
Once completed, carefully read the responses you have provided and check for completeness. Your trainer will provide you
with feedback and the result you have achieved.
Statement of Authenticity
I acknowledge that I understand the requirements to complete the assessment tasks
The assessment process including the provisions for re-submitting and academic appeals were explained to me and I
understand these processes
SIT Version 1 3 of 18
©Futura Group 2016
Student Name
Student Number
Course and Code
Unit(s) of Competency and Code(s) SITXCCS008 Develop and manage quality customer
service practices
Stream/Cluster
Trainer/Assessor
Assessment for this Unit of Competency/Cluster Details
Assessment 1 Short Answer Questions
Assessment 2 Case Study & Policy development
Assessment 3 Observations
Assessment conducted in this instance: Assessment 1 2 3
Reasonable Adjustment
1. Has reasonable adjustment been applied to this assessment?
No No further information required
Yes Complete 2.
2. Provide details for the requirements and provisions for adjustment of assessment:
Student to complete
My assessor has discussed the adjustments with me
I agree to the adjustments applied to this assessment
Signature Date
2nd Assessor to complete
I agree the adjustments applied to this assessment are reasonable
Name
SIT Version 1 1 of 18
©Futura Group 2016
, Signature Date
Assessment Guidelines
What will be assessed
The purpose of this assessment is to assess you underpinning knowledge to complete the tasks outlined in the elements
and performance criteria for this unit of competency and relating to the following aspects:
principles of quality customer service
specific industry sector:
o professional service standards for service industry personnel
o attitudes and attributes expected by the service industries to work with customers
roles and responsibilities of management, supervisors and operational personnel in providing quality service
sources of information on current service trends and changes that affect service delivery
internal and external environmental changes and their effect on planning for quality customer service:
o changes in the competitive environment
o economic climate
o introduction of new technologies or equipment
o management changes and organisational restructures
o recruitment practices
o trends in customer service preferences
methods of formal and informal customer research:
o analysis of competitive environment and industry service trends
o customer service surveys
o customer focus groups
o qualitative or quantitative research
o seeking feedback from service delivery colleagues
o questioning customers
methods of implementing quality service provision:
o developing, implementing and monitoring customer service policies and procedures
o involving staff in the development of customer service practices
o evaluating staff and customer feedback
methods of assessing the effectiveness of customer service practices:
o examining overall business performance
o monitoring the ongoing effectiveness of:
staff in meeting customer service standards
policies and procedures in explaining practices
o reviewing numbers and nature of:
complaints
disputes
responses of customers
o reviewing customer satisfaction survey statistics
methods of obtaining feedback from customers:
o customer service discussions with employees during the course of each business day
o discussions with customers
o formal customer interviews
o regular staff meetings that involve service discussions
o seeking staff suggestions for content of customer service policies and procedures
SIT Version 1 2 of 18
©Futura Group 2016
, o surveys of internal customers, external customers and staff
o improvements suggested by:
customers involved in complaints or disputes
suppliers
staff, supervisors and managers
industry schemes, accreditation schemes and codes of conduct aimed at improving customer service
areas where organisational policies and procedures assist in ensuring quality customer service:
o acknowledging and greeting customers
o complaint and dispute management
o authority for different level personnel to resolve complaints, disputes, service issues and customer compensation
o loyalty programs
o presentation standards for customer environment and customer service personnel
o pricing and service guarantees
o product quality
o refunds and cancellation fees
o response times
o staff training for:
customer service
technical skills
objectives, components and comprehensive details of consumer protection laws that relate to customer service, and
the business’ responsibility for:
o nominating and charging cancellation fees
o providing information on potential price increases
o providing refunds
o supplying products as described or substituting suitable products when unable
o formats for and content of policies and procedures.
Place/Location where assessment will be conducted
RTO to complete
Resource Requirements
Pen, Paper, computer with access to email, printer, teacher’s email address or as instructed otherwise.
Instructions for assessment including WHS requirements
You are required to address all questions to achieve competence. Your trainer will provide you with instructions for time
frames and dates to complete this assessment.
Once completed, carefully read the responses you have provided and check for completeness. Your trainer will provide you
with feedback and the result you have achieved.
Statement of Authenticity
I acknowledge that I understand the requirements to complete the assessment tasks
The assessment process including the provisions for re-submitting and academic appeals were explained to me and I
understand these processes
SIT Version 1 3 of 18
©Futura Group 2016
