SITXINV004 Control stock
Course Name Cert IV in Commercial Cookery Unit(s) of competency Unit Code (s) and Names SITXCCS007 ENHANCE CUSTOMER SERVICE EXPERIENCES Assessment Details Term and Year Term 2 - 2020 Assessment No 3
ASSESSOR PRE-ASSESSMENT CHECKLIST
This checklist is to be completed prior to commencing the assessment.
Please discuss this with the learner and circle yes or no for each question.
|
Is the learner ready for assessment? |
☐Yes ☐ No |
|
Have you explained the assessment process and tasks? |
☐ Yes ☐No |
|
Does the learner understand which evidence is to be collected and how? |
☐ Yes ☐No |
|
Have the learner’s rights and the appeal system been fully explained? |
☐ Yes ☐No |
|
Have you discussed any special needs or reasonable adjustments to be considered during the assessment? |
☐ Yes ☐No |
|
Does the learner have access to all required resources? |
☐ Yes ☐No |
ASSESSMENT TASK 2: ROLE PLAY
|
PURPOSE OF THE ASSESSMENT TASK |
|||||||||
|
Assessment Tool |
Role Play (Practical Application) |
||||||||
|
To demonstrate satisfactory completion of this Assessment Task the learner must: |
Satisfactory (S) |
Not Satisfactory (NS) |
|||||||
|
In this assessment task, learners are required to demonstrate a role play according to the business scenarios provided in line with requirements set out in the assessment. |
|||||||||
|
All Performance and Knowledge marking criteria must be met |
☐ |
☐ |
|||||||
|
Overall Assessment Task Performance |
Satisfactory (S) |
Not Satisfactory (NS) |
|||||||
|
Assessment Task 2: Role Play |
☐ |
☐ |
|||||||
|
Resources required for this Assessment Task |
|||||||||
|
Trainers and Assessors are required to ensure all learners have access to: § Computers and databases that manage customer profiles and promotional activities § Organisational policies, procedures and templates relating to: § Customer service standards § Designated response times § Presentation standards § Procedures for dealing with customer complaints § Customer surveys and feedback collection § Recording and reporting customer feedback § Internal and external customers with different cultural backgrounds and special service needs with whom the individual can interact; these can be: § Customers in an industry workplace during the assessment process; or § Individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation |
|||||||||
|
Instructions for Trainer and Assessors |
|||||||||
|
This assessment task has to be conducted as per the Assessment Conditions: |
|||||||||
|
In class |
In an Industry Workplace |
In a Simulated Industry Environment |
|||||||
|
Instructions for the assessment |
|||||||||
|
§ Attendance must be recorded in the Attendance Spreadsheet § The assessment is to be completed according to the Assessment task instructions |
|||||||||
|
Assessment Task Duration |
|||||||||
|
Trainer discretion |
|||||||||
|
Learner Evidence Submission Requirements |
|||||||||
|
§ The completed and signed Observation Checklist |
|||||||||
ASSESSMENT TASK 2: ROLE PLAY
+++STUDENTS MUST MEET THE CRITERIA IN THE ASSESSMENT MARKING GUIDE TO BE DEEMED SATISFACTORY IN THIS ASSESSMENT+++
The learner is to complete each of the below following basic Business Customer Service interactions/transaction situations in a simulated or actual Business Service environment if available.
The Trainer is to assess the learner’s performance using the mapped, valid and current Customer Service Assessment Checklist provided.
The following essential skills, knowledge and Critical Aspects of Assessment must be demonstrated and by the learner.
- Knowledge of techniques for solving complaints
- Develop, procure and use resources effectively to provide quality products and/or services to customers
- Demonstrated techniques in solving complex customer complaints and system problems that lead to poor customer service
- Make decisions to overcome problems and to adapt customer services, products and/or service delivery in consultation with appropriate individuals and groups
- Manage records, reports and recommendations within an organization’s systems and processes
- Problem Solving
Demonstration/Role Play must ensure the participant demonstrates the following:
- Work activities that allow interaction with multiple and diverse customer types to allow the leaner to respond to a range of requirements and customer needs
- Ability to provide a total quality service experience knowledge of different customer preferences and ways to meet both stated and unstated requirements
- Realistic Customer service situations
- techniques for solving complaints including the principles and techniques involved in the management and organisation of:
- Customer behaviour
- Customer needs research
- Customer relations
- Ongoing product and/or service quality
- Problem identification and resolution
- Quality customer service delivery
- Record keeping and management methods
- Strategies for monitoring, managing and introducing ways to improve customer service relationships
- Strategies to obtain customer feedback
Business Scenario examples for Role Play/Demonstration Assessment by the learner include, but not limited to the following:
- A customer enquires/wishes to purchase or experience your company’s products and services
- A Customer Is Confused About What He or She Wants or Needs
- When a Customer Makes a Racist Remark
- When a Customer Asks to Be Served Ahead of Other Waiting Customers
- When a Customer Has a Negative Attitude About Your Company Due to Past Experiences
- When a Customer Is Experiencing a Language Barrier
- When the Customer Insults Your Competence
- When You Don't Have the Answer
- When You Need to Clarify Commitments
- The Customer is agitated
- The Customer has defective merchandise
- You receive a Complaint about Rude Employees
- A customer feels you have ‘ripped’ them off
ASSESSMENT MARKING GUIDE
|
PERFORMANCE EVIDENCE |
S |
NS |
N/A |
|
Prepare and deliver presentations related to occupation or area of interest which demonstrate the use of: |
|||
|
Identify customer requirements and provide professional and personalised customer service experiences to two different internal and two different external customers to meet requirements . |
☐ |
☐ |
☐ |
|
Demonstrate procedures to respond to and resolve three different customer complaints according to organisational policies and procedures |
☐ |
☐ |
☐ |
|
Demonstrate effective communication with the above internal and external customers, including any with special needs |
☐ |
☐ |
☐ |
|
Seek formal and informal feedback from customers on quality of above service |
☐ |
☐ |
☐ |
|
Provide above service to above customers in line with organisational customer service standards and within designated organisational response times |
☐ |
☐ |
☐ |
|
KNOWLEDGE EVIDENCE |
S |
NS |
N/A |
|
To complete the unit requirements safely and effectively, the individual must: |
|||
|
Principles and benefits of enhanced customer service experiences and positive communication |
☐ |
☐ |
☐ |
|
Techniques to anticipate customer preferences, needs and expectations throughout the service experience |
☐ |
☐ |
☐ |
|
Conflict resolution techniques |
☐ |
☐ |
☐ |
Diploma Courses in Australia
- ACC203 Management Accounting
- ACC703 Accounting Information
- BSB61015 Advanced Diploma of Leadership and Management
- BSB60515 Advanced Diploma of Marketing
- BSBADM502 Manage Meetings
- BSBADM502 Manage Meetings Answers
- BSBADM506 Manage business document design and development
- BSBCOM603 Plan and establish compliance management systems
- BSBFIM601 Manage Finances Prepare budgets
- BSBFIM601 Manage Finances Monitor and review budget
- BSBHRM509 - MANAGE REHABILITATION OR RETURN TO WORK PROGRAMS
- BSBHRM512 BSBHRM512 develop and manage performance management processes
- BSBINM601 Manage knowledge and information
- BSBINN601 Lead and manage organisational change Assessment Task 1
- BSBINN601 Lead and manage organisational change Assessment Task 2
- BSBINN601 Lead and Manage Organisational Change Task 2
- BSBINN601 Lead and manage organisational change Assessment Task 3
- BSBMGT403 Assessment Answers
- BSBMGT502 Assessment 1
- BSBMGT502 Assessment 2
- BSBMGT502 Assessment 3
- BSBMGT502 Assessment 4
- BSBMGT517 Assessment 2 - Operational Plan
- BSBMGT517 Manage Operational Plan Assignment Answers
- BSBMGT605 Provide leadership across the Organisation Assessment Task 1
- BSBMGT605 Provide leadership across the Organisation Assessment Task 2
- BSBMGT605 Provide leadership across the Organisation Assessment Task 3
- BSBMGT605 Provide leadership across the Organisation Assessment Task 4
- BSBMGT608 Manage innovation and continuous improvement
- BSBMGT616 Develop and implement strategic plans
- BSBMGT617 Develop and Implement A Business Plan
- BSBMGT624 Develop and implement corporate social responsibility
- BSBMKG502 Establish and adjust the marketing mix
- BSBMKG609 Develop a marketing plan
- BSBPMG505A Manage Project Risk
- BSBPMG505A Manage Project Quality
- BSBRSK501 Manage Risk Answers
- BSBSUS501 Develop workplace policy
- BSBSUS501 Develop workplace policy and procedures for sustainability
- BSBSUS501 Develop workplace policy and procedures for sustainability Assessment
- BSBSUS501 Develop Workplace Policy and Procedures for Sustainability Learner Guide
- BSBWHS605 Develop, implement and maintain WHS management systems
- BSBWOR501 - Manage personal work priorities and professional development
- BSBWRK510 Business Services Training Package
- BSBWRK510 Manage employee relations
- BUS707 – Applied Business Research
- BMA583: Managing People and the Employment Relationship
- CHCAGE001 Facilitate the empowerment of older people
- CHCAGE002 Implement falls prevention strategies
- CHCAGE005 Provide support to people living with dementia
- CHCCCS011 Meet personal support needs
- CHCCCS015 Provide individualised support
- CHCCCS015 Provide individualised support Assessment
- CHCCCS023 Support independence and well being
- CHCCOM005 Communicate and work in health or community services
- CHCDIV001 Work with diverse people Assessment
- CHCLEG001 Work legally and ethically Assessment
- CHCPAL001 Deliver care services using a palliative approach
- CHCPOL003 Research and apply evidence to practice
- CHCDIS002 Follow established person-centred behaviour supports
- CHCDIS003 Support community participation and social inclusion
- CHCDIS007 Facilitate the empowerment of people with disability
- CHCDIV001 Work with diverse people
- CHCLEG001 Work legally and ethically
- CHCLEG001 Work legally and ethically Learner Guide
- CHCLEG001 Work legally and ethically Learner Workbook
- CHCWHS312A Follow WHS safety procedures for direct care work
- CPCCBC5011A Develop and Implement an Environmental Management Plan
- CPCCBC5011A Manage Environmental Management Practices And Processes In Building And Construction
- CPCCBC5003A Construction Project Planning
- CPCCBC5018A Apply structural Principles Medium rise Construction
- HLTAAP001 Recognise healthy body systems Assessment
- HLTAAP001 Recognise healthy body systems
- HLTAAP001 Recognise healthy body systems Case Study Learner Workbook
- HLTAAP001 Recognise healthy body systems Learner Guide
- HLTAAP001 Recognise healthy body systems Learner Workbook
- HLTWHS002 Follow safe work practices for direct client care
- HLTWHS002 Follow safe work practices for direct client care Case Study Learner Workbook
- HLTWHS002 Follow safe work practices for direct client care Learner Guide
- HLTWHS002 Follow safe work practices for direct client care Learner Workbook
- Manage project risk
- MITS5002 Software Engineering Methodology
- MKT01907 Tourism And Hospitality Management
- SHBXWHS001 Apply safe hygiene, health and work practices
- SITHKOP002 Plan and cost basic menus Learner Guide
- SITHKOP002 Plan and cost basic menus Learner Workbook
- SITHKOP006 Plan Catering for events or Functions
- SITXCCS007 enhance customer service experiences
- SITXCCS007
- SITXHRM003 Lead and manage people
- SITXINV004 Control stock
- SITXFIN003 - MANAGE FINANCES WITHIN A BUDGET
Follow Us