Manage quality customer service Evidence Guide

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Evidence Guide: SITXCCS501 - Manage quality customer service

Student: __________________________________________________

Signature: _________________________________________________

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

SITXCCS501 - Manage quality customer service

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

Develop quality customer service practices.

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 staff to participate in the development of customer service practices.
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 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 staff to participate in the development of customer service practices.

Completed
Date:

Teacher:

Evidence:

Develop policies and procedures for quality service provision.

Completed
Date:

Teacher:

Evidence:

Manage the delivery of quality service.

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

Communicate policies, procedures and expectations to colleagues.

Completed
Date:

Teacher:

Evidence:

Make policies readily available to customers.

Completed
Date:

Teacher:

Evidence:

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

Completed
Date:

Teacher:

Evidence:

Initiate internal or external staff training to enhance customer service.

Completed
Date:

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Evidence:

Take responsibility for service outcomes and dispute resolution.

Completed
Date:

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Evidence:

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

Completed
Date:

Teacher:

Evidence:

Monitor and adjust customer service.

Seek ongoing feedback from staff and customers and use it to improve performance.
Identify systematic customer service problems and adjust policies and procedures to improve service quality.
Assess the effectiveness of customer service practices.
Identify and evaluate systematic customer service problems.
Adjust policies and procedures to improve service quality.
Develop, document and communicate new approaches to all those involved in service delivery.

Seek ongoing feedback from staff and customers and use it to improve performance.

Completed
Date:

Teacher:

Evidence:

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

Completed
Date:

Teacher:

Evidence:

Assess the effectiveness of customer service practices.

Completed
Date:

Teacher:

Evidence:

Identify and evaluate systematic customer service problems.

Completed
Date:

Teacher:

Evidence:

Adjust policies and procedures to improve service quality.

Completed
Date:

Teacher:

Evidence:

Develop, document and communicate new approaches to all those involved in service delivery.

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, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to: develop, evaluate and review practices for quality service provision manage the delivery of customer service and monitor the effectiveness of service practices over a period of time develop comprehensive policies and procedures for quality service provision integrate knowledge of the principles of quality customer service and consumer protection laws.
Context of and specific resources for assessment	Assessment must ensure use of: a real or simulated tourism, hospitality or event industry business operation for which tailored customer service practices are required current plain English regulatory documents distributed by the government consumer protection regulators codes of practice and standards issued by industry groups team members with whom the individual can interact as leader.
Method 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 a portfolio, prepared by the individual, incorporating documents used for the management of customer service: summary of research into industry service trends evaluation of the characteristics and needs of the organisation policies procedures customer surveys evaluation of systematic customer service issues and recommendations for change of service practices direct observation, using role plays, of the individual consulting with and briefing key staff members on customer service practices use of case studies and problemsolving exercises so the individual can identify systemic customer service failures and suggest methods to resolve these written or oral questioning to assess knowledge of: customer service principles consumer protection laws review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.
Guidance information for assessment	The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example: BSBMGT515A Manage operational plan BSBPMG501A Manage projects BSBWRT401A Write complex documents SITXMGT401 Monitor work operations.

Required Skills and Knowledge

Required skills

communication skills to:

discuss customer service needs with staff and customers

explain organisational policies and procedures for quality service provision

discuss systemic customer service problems

critical thinking skills to:

allow for a rational and logical evaluation of the characteristics and needs of the organisation in order to design tailored customer service practices

monitor, evaluate and review practices

initiative and enterprise skills to instigate research on customer service requirements

literacy skills to:

read and interpret customer service surveys and unfamiliar complex documents on current industry trends and changes that affect service delivery

research customer service requirements

write comprehensive yet easily accessible policies and procedures that provide service expectations

numeracy skills to calculate and interpret customer satisfaction statistics

planning and organising skills to plan for, establish and regularly monitor all components of the customer service system

problem-solving skills to identify systematic customer service problems and adjust policies and procedures to improve service quality

self-management skills to take responsibility for customer service outcomes

teamwork skills to involve staff in the development of customer service practices and actively seek their ongoing feedback.

Required knowledge

principles of quality customer service

for the specific industry sector:

professional service standards expected of service industry personnel

attitudes and attributes expected by the service industries to work with customers

roles and responsibilities of management, supervisors and operational personnel for quality service provision

sources of information on current service trends and changes that affect service delivery

methods of implementing quality service provision, including:

developing, implementing and monitoring customer service policies and procedures

staff involvement in the development of customer service practices

evaluating staff and customer feedback

methods of monitoring, measuring and evaluating:

customer satisfaction

business performance

industry schemes aimed at improving customer service including accreditation schemes and codes of conduct

objectives, components and comprehensive details of consumer protection laws that relate to customer service. These would include 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

a range of formats for and inclusions of policies and procedures.

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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Customer may be:	committees external: business to business corporate e-business government online the media retail internal: colleagues managers members of a team staff from other departments staff from other branches or locations supervisors new or regular visitors.
Formal and informal research on customer needs may involve:	analysis of: competitive environment industry service trends customer service surveys customer focus groups qualitative or quantitative research seeking feedback from service delivery colleagues talking to customers.
Changes in internal and external environments affecting quality service planning may include:	changes in the competitive environment economic climate introduction of new technologies introduction of new equipment management changes organisational restructures recruitment practices technological changes affecting service delivery trends in customer service preferences.
Policies and proceduresmay relate to:	acknowledging and greeting customers complaint and dispute management empowerment of different levels of personnel to resolve: complaints disputes service issues customer compensation loyalty programs presentation standards for: customer environment customer service personnel documents and promotional materials pricing guarantees product quality refunds and cancellation fees response times service guarantees staff training for: customer service complaint handling technical skills to ensure quality provision of products and services.
Customer service may be provided in various modes, including:	by telephone email or written communication facetoface online.
Feedback may involve:	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: internal customers external customers staff improvements suggested by: customers involved in complaints or disputes suppliers peers staff supervisors managers.
Assess the effectiveness of service practices may involve:	monitoring the ongoing effectiveness of: staff in meeting customer service standards policies and procedures in explaining practices reviewing numbers and nature of: complaints disputes response of customers survey statistics.

NTISthis.com

Evidence Guide: SITXCCS501 - Manage quality customer service

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

SITXCCS501 - Manage quality customer service

Develop quality customer service practices.

Manage the delivery of quality service.

Monitor and adjust customer service.

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

Instructions to Assessors

Teacher: ___________________________ Date: _