Develop and manage quality customer service practices

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver SITXCCS008, 'Develop and manage quality customer service practices'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Develop and manage quality customer service practices' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and 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.