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.
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Is the learner ready for assessment? |
☐Yes ☐ No |
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Have you explained the assessment process and tasks? |
☐ Yes ☐No |
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Does the learner understand which evidence is to be collected and how? |
☐ Yes ☐No |
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Have the learner’s rights and the appeal system been fully explained? |
☐ Yes ☐No |
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Have you discussed any special needs or reasonable adjustments to be considered during the assessment? |
☐ Yes ☐No |
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Does the learner have access to all required resources? |
☐ Yes ☐No |
ASSESSMENT TASK 2: ROLE PLAY
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PURPOSE OF THE ASSESSMENT TASK |
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Assessment Tool |
Role Play (Practical Application) |
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To demonstrate satisfactory completion of this Assessment Task the learner must: |
Satisfactory (S) |
Not Satisfactory (NS) |
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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. |
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All Performance and Knowledge marking criteria must be met |
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☐ |
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Overall Assessment Task Performance |
Satisfactory (S) |
Not Satisfactory (NS) |
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Assessment Task 2: Role Play |
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Resources required for this Assessment Task |
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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 |
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Instructions for Trainer and Assessors |
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This assessment task has to be conducted as per the Assessment Conditions: |
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In class |
In an Industry Workplace |
In a Simulated Industry Environment |
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Instructions for the assessment |
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§ Attendance must be recorded in the Attendance Spreadsheet § The assessment is to be completed according to the Assessment task instructions |
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Assessment Task Duration |
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Trainer discretion |
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Learner Evidence Submission Requirements |
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§ The completed and signed Observation Checklist |
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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.
Demonstration/Role Play must ensure the participant demonstrates the following:
ASSESSMENT MARKING GUIDE
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PERFORMANCE EVIDENCE |
S |
NS |
N/A |
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Prepare and deliver presentations related to occupation or area of interest which demonstrate the use of: |
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Identify customer requirements and provide professional and personalised customer service experiences to two different internal and two different external customers to meet requirements . |
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Demonstrate procedures to respond to and resolve three different customer complaints according to organisational policies and procedures |
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Demonstrate effective communication with the above internal and external customers, including any with special needs |
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Seek formal and informal feedback from customers on quality of above service |
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Provide above service to above customers in line with organisational customer service standards and within designated organisational response times |
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KNOWLEDGE EVIDENCE |
S |
NS |
N/A |
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To complete the unit requirements safely and effectively, the individual must: |
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Principles and benefits of enhanced customer service experiences and positive communication |
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Techniques to anticipate customer preferences, needs and expectations throughout the service experience |
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Conflict resolution techniques |
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