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Evidence Guide: SITXCCS003A - Manage quality customer service

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Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

SITXCCS003A - Manage quality customer service

What evidence can you provide to prove your understanding of each of the following citeria?

Develop approaches to enhance quality customer service.

  1. Obtain information on customer needs, expectations and satisfaction levels using both formal and informal research.
  2. Provide opportunities for customers and colleagues to provide feedback on products and services.
  3. Review changes in internal and external environments and integrate findings into planning for quality service.
  4. Provide opportunities for colleagues to participate in the customer service planning process.
  5. Develop standards and plans to address key quality service issues.
Obtain information on customer needs, expectations and satisfaction levels using both formal and informal research.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide opportunities for customers and colleagues to provide feedback on products and services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review changes in internal and external environments and integrate findings into planning for quality service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide opportunities for colleagues to participate in the customer service planning process.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop standards and plans to address key quality service issues.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage the delivery of quality service.

  1. Communicate customer service issues, standards and expectations clearly to colleagues.
  2. Provide colleagues with access to information on service standards and delivery.
  3. Use coaching to assist colleagues to deal with customer service issues and take responsibility for service outcomes.
  4. Monitor customer service in the workplace according to organisation policies and procedures to ensure standards are met.
Communicate customer service issues, standards and expectations clearly to colleagues.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide colleagues with access to information on service standards and delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use coaching to assist colleagues to deal with customer service issues and take responsibility for service outcomes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor customer service in the workplace according to organisation policies and procedures to ensure standards are met.

Completed
Date:

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Monitor and adjust customer service.

  1. Seek feedback from customers on an ongoing basis and use this to improve performance where applicable.
  2. Identify customer service problems and make adjustments to standards, systems and procedures to ensure continued service quality.
  3. Communicate new approaches to all those involved in service delivery within appropriate timeframes.
Seek feedback from customers on an ongoing basis and use this to improve performance where applicable.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify customer service problems and make adjustments to standards, systems and procedures to ensure continued service quality.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate new approaches to all those involved in service delivery within appropriate timeframes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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.

Required Skills and Knowledge

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.

Range Statement

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.