Assessor Resource

SITXCCS003A
Manage quality customer service

Assessment tool

Version 1.0
Issue Date: March 2024


This unit applies to individuals responsible for managing and improving service quality in the service industries. It focuses on the need to research and develop proactive approaches to service quality issues with some strategic and leadership focus.

Depending on size and nature of the organisation, managers and some supervisors undertake this role.

This unit describes the performance outcomes, skills and knowledge required to manage customer service quality in a range of service industry workplaces. It requires the ability to develop and monitor management strategies to enhance and oversee the delivery of quality customer service.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Nil


Employability Skills

The required outcomes described in this unit of competency contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements.




Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

ability to develop proactive approaches to delivering and monitoring quality customer service within a specific workplace context

knowledge of quality service principles and processes

demonstration of skills through the establishment, monitoring and evaluation of service delivery in a workplace context (e.g. managing an event or running a tour).

Context of and specific resources for assessment

Assessment must ensure:

access to a project or workplace where the candidate is able to demonstrate the full range of required skills

involvement of and interaction with a team for which the candidate is leader.

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

evaluation of industry projects managed by the candidate to enhance service delivery in a given operation

evaluation of projects managed by the candidate to create, market and deliver a tourism or hospitality service

case studies to address specific service delivery issues in different workplace contexts

oral or written questions to assess knowledge of quality assurance concepts and principles

review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

This section describes the essential skills and knowledge and their level, required for this unit.

The following skills must be assessed as part of this unit:

communication skills to provide support and coaching to a customer service team

critical thinking and problem-solving skills to assess the need for, and make systemic improvements to address, service quality issues

literacy skills to interpret complex information from varied sources and to develop documents that detail service standards, systems and procedures.

The following knowledge must be assessed as part of this unit:

roles and responsibilities of management in ensuring quality service within an organisation

concepts of total quality service and total quality management and their application in a given industry context

role of continuous improvement and benchmarking

methods of implementing quality assurance in the workplace, including:

establishing and monitoring standards

staff involvement and reward

evaluating customer service

overview of the range of market research techniques used to gain information on customer preferences

legislation that impacts on customer service standards and delivery, including relevant requirements under state fair trading legislation

industry schemes that impact on customer service standards and delivery, such as accreditation schemes and codes of conduct.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below.

Formal and informal research on customer needs may include:

talking to customers

qualitative or quantitative research

seeking feedback from service delivery colleagues

analysis of competitive environment

analysis of industry and market trends.

Changes in internal and external environments affecting quality service planning may include:

management changes

organisational restructures

introduction of new equipment

recruitment practices

technological changes affecting service delivery

changes in the competitive environment

economic climate

trends in customer preferences

introduction of e-business.

Customer service issues and standards may relate to:

response times

service guarantees

pricing guarantees

product quality

document presentation standards

personal presentation standards

complaint management.

Customer service may be provided in various modes, including:

face-to-face

online

by telephone

email or written communication.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Obtain information on customer needs, expectations and satisfaction levels using both formal and informal research. 
Provide opportunities for customers and colleagues to provide feedback on products and services. 
Review changes in internal and external environments and integrate findings into planning for quality service. 
Provide opportunities for colleagues to participate in the customer service planning process. 
Develop standards and plans to address key quality service issues. 
Communicate customer service issues, standards and expectations clearly to colleagues. 
Provide colleagues with access to information on service standards and delivery. 
Use coaching to assist colleagues to deal with customer service issues and take responsibility for service outcomes. 
Monitor customer service in the workplace according to organisation policies and procedures to ensure standards are met. 
Seek feedback from customers on an ongoing basis and use this to improve performance where applicable. 
Identify customer service problems and make adjustments to standards, systems and procedures to ensure continued service quality. 
Communicate new approaches to all those involved in service delivery within appropriate timeframes. 

Forms

Assessment Cover Sheet

SITXCCS003A - Manage quality customer service
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

SITXCCS003A - Manage quality customer service

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: