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Evidence Guide: SITXCCS008 - Develop and manage quality customer service practices

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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!

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SITXCCS008 - Develop and manage quality customer service practices

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

Develop quality customer service practices.

  1. Obtain information on customer needs, expectations and satisfaction levels using both formal and informal research.
  2. Provide opportunities for customers and staff to give 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 staff to participate in development of customer service practices.
  5. Develop policies and procedures for quality service provision.
Obtain information on customer needs, expectations and satisfaction levels using both formal and informal research.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide opportunities for customers and staff to give 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 staff to participate in development of customer service practices.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop policies and procedures for quality service provision.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage delivery of quality service.

  1. Communicate policies, procedures and expectations to staff.
  2. Make policies readily available to customers and staff.
  3. Monitor customer service in the workplace to ensure standards are met.
  4. Initiate staff training to enhance customer service.
  5. Take responsibility for service outcomes and dispute resolution.
  6. Act as a positive role model for professional standards expected of service industry personnel.
Communicate policies, procedures and expectations to staff.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make policies readily available to customers and staff.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor customer service in the workplace to ensure standards are met.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Initiate staff training to enhance customer service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take responsibility for service outcomes and dispute resolution.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Act as a positive role model for professional standards expected of service industry personnel.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor and adjust customer service.

  1. Seek ongoing feedback from staff and customers to improve performance.
  2. Assess effectiveness of customer service practices.
  3. Identify systemic customer service problems and adjust policies and procedures to improve service quality.
  4. Develop, document and communicate new approaches to customer service to staff involved in service delivery.
Seek ongoing feedback from staff and customers to improve performance.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assess effectiveness of customer service practices.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify systemic customer service problems and adjust policies and procedures to improve service quality.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop, document and communicate new approaches to customer service to staff involved in service delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Develop quality customer service practices.

1.1.Obtain information on customer needs, expectations and satisfaction levels using both formal and informal research.

1.2.Provide opportunities for customers and staff to give feedback on products and services.

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

1.4.Provide opportunities for staff to participate in development of customer service practices.

1.5.Develop policies and procedures for quality service provision.

2. Manage delivery of quality service.

2.1.Communicate policies, procedures and expectations to staff.

2.2.Make policies readily available to customers and staff.

2.3.Monitor customer service in the workplace to ensure standards are met.

2.4.Initiate staff training to enhance customer service.

2.5.Take responsibility for service outcomes and dispute resolution.

2.6.Act as a positive role model for professional standards expected of service industry personnel.

3. Monitor and adjust customer service.

3.1.Seek ongoing feedback from staff and customers to improve performance.

3.2.Assess effectiveness of customer service practices.

3.3.Identify systemic customer service problems and adjust policies and procedures to improve service quality.

3.4.Develop, document and communicate new approaches to customer service to staff involved in service delivery.

Required Skills and Knowledge

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Develop quality customer service practices.

1.1.Obtain information on customer needs, expectations and satisfaction levels using both formal and informal research.

1.2.Provide opportunities for customers and staff to give feedback on products and services.

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

1.4.Provide opportunities for staff to participate in development of customer service practices.

1.5.Develop policies and procedures for quality service provision.

2. Manage delivery of quality service.

2.1.Communicate policies, procedures and expectations to staff.

2.2.Make policies readily available to customers and staff.

2.3.Monitor customer service in the workplace to ensure standards are met.

2.4.Initiate staff training to enhance customer service.

2.5.Take responsibility for service outcomes and dispute resolution.

2.6.Act as a positive role model for professional standards expected of service industry personnel.

3. Monitor and adjust customer service.

3.1.Seek ongoing feedback from staff and customers to improve performance.

3.2.Assess effectiveness of customer service practices.

3.3.Identify systemic customer service problems and adjust policies and procedures to improve service quality.

3.4.Develop, document and communicate new approaches to customer service to staff involved in service delivery.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

research and develop customer service policies and procedures for at least three different areas of the business that meet industry standards

implement and monitor practices for quality customer service in line with above policies and procedures over four service periods

evaluate practices for quality service provision and identify any failings

review policies and procedures, adjust as necessary, and communicate any new practices to staff.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

principles of quality customer service

specific industry sector:

professional service standards for service industry personnel

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:

changes in the competitive environment

economic climate

introduction of new technologies or equipment

management changes and organisational restructures

recruitment practices

trends in customer service preferences

methods of formal and informal customer research:

analysis of competitive environment and industry service trends

customer service surveys

customer focus groups

qualitative or quantitative research

seeking feedback from service delivery colleagues

questioning customers

methods of implementing quality service provision:

developing, implementing and monitoring customer service policies and procedures

involving staff in the development of customer service practices

evaluating staff and customer feedback

methods of assessing the effectiveness of customer service practices:

examining overall business performance

monitoring the ongoing effectiveness of:

staff in meeting customer service standards

policies and procedures in explaining practices

reviewing numbers and nature of:

complaints

disputes

responses of customers

reviewing customer satisfaction survey statistics

methods of obtaining feedback from customers:

customer service discussions with employees during the course of each business day

discussions with customers

formal customer interviews

regular staff meetings that involve service discussions

seeking staff suggestions for content of customer service policies and procedures

surveys of internal customers, external customers and staff

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:

acknowledging and greeting customers

complaint and dispute management

authority for different level personnel to resolve complaints, disputes, service issues and customer compensation

loyalty programs

presentation standards for customer environment and customer service personnel

pricing and service guarantees

product quality

refunds and cancellation fees

response times

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:

nominating and charging cancellation fees

providing information on potential price increases

providing refunds

supplying products as described or substituting suitable products when unable

formats for and content of policies and procedures.