SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES – Third-party report ASSESSMENT E – EVALUATION OF A THIRD-PARTY REPORT INSTRUCTIONS The supervisor (in the workplace) or the assessor (in a simulated training environment) will complete this checklist to verify your application of skills and knowledge in the workplace or simulated training environment. Observations will be conducted over a period of time to ensure your consistent performance of all criteria on multiple occasions. Where identified in the skill/task list below, this assessment should be used in conjunction with a skills log. This log lists the tasks required and the number of times they must be demonstrated for this unit. The log should be provided by the assessor. It is the supervisor/assessor’s responsibility to maintain the skills log. The supervisor will submit the completed checklist and supporting skills log as supporting evidence of the learner’s performance in the workplace or simulated training environment. If the skills cannot be completed through a ‘real’ workplace situation, consult with the assessor who will arrange for a simulation assessment environment for you to complete the outstanding tasks. You are required to sign and date this document and submit it to your assessor/supervisor. You are required to provide feedback to the assessor for each observable skill. What tasks did you complete to demonstrate this skill? THE ASSESSOR IS REQUIRED TO: The supervisor/assessor will observe you in an operational business environment for which tailored customer service practices using a range of skills/tasks are required. This can be an industry workplace or a simulated industry environment. Provide access to a range of regulatory documents, codes of practice and standards, sources of information, customer survey and feedback collection tools and templates, team members as specified in the assessment conditions. Define what ‘within organisational timelines’ means by providing you realistic timeframes in which the task should be completed. Unit of competency: Workplace name: Supervisor’s name: SITXCCS008 Develop and manage quality customer service practices 301 Restaurant Nilantha Senerivartne Assessor’s name: Learner’s name: Shanaka Gunasinghe Date training/assessment began: 5/6/21 Observable skill/task Date training/assessment completed: 9/6/21 Learner self-evaluation – what tasks have you completed to demonstrate this skill? Do you believe you met the specified standards? Yes This study source was downloaded by 100000832747457 from CourseHero.com on 02-01-2022 04:12:44 GMT -06:00 1© Didasko Digital 2018 www.didasko.com https://www.coursehero.com/file/98139859/SITXCCS008-Assessment-E-Third-party-report-V2-1-5docx/ No SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES – Third-party report Example: Encourages, acknowledges and acts upon constructive feedback provided by others in the work group. Observable skill/task Example: As a new member of the team, Peter has become a valued member of the work group. On a number of occasions, he has welcomed constructive feedback and acknowledged the advice given by others. Learner self-evaluation – what tasks have you completed to demonstrate this skill? Do you believe you met the specified standards? Yes Can research and develop customer service policies and procedures for at least three different areas of the business that meet industry standards, as specified in the skills log. Developed three different policies and procedures for Communication, Customer complaints and Food and liquor items. Can implement and monitor practices for quality customer service in line with the above policies and procedures a minimum of four service periods, as specified in the skills log. Employees should complete Breakfast, lunch and dinner skills log. Can evaluate practices for quality service provision and identify failings. One key strategy is to stop serving alcohol immediately if a person shows signs of intoxication. Can review policies and procedures, make adjustments and communicate changes to staff. Communicated customer service procedures clearly to staff. Provided feedback to staff about customer needs. Can interpret customer service surveys and unfamiliar complex documents on current industry trends and changes that affect service delivery. Can research customer service requirements. make it obvious what you and your customers expect from your kitchen, each member of your staff should know when it comes to good service. Customer service done well can turn a good meal into a great experience, worth remembering and talking about. Having digital menu available on tablets or ipads for customers to place order. Rather than taking traditional paper orders, this will increase business productivity and help waiting staff. Using feedback from customers on the restaurant website. This study source was downloaded by 100000832747457 from CourseHero.com on 02-01-2022 04:12:44 GMT -06:00 2 2018 Edition https://www.coursehero.com/file/98139859/SITXCCS008-Assessment-E-Third-party-report-V2-1-5docx/ No SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES – Third-party report Observable skill/task Learner self-evaluation – what tasks have you completed to demonstrate this skill? Do you believe you met the specified standards? Yes Can produce comprehensive yet easily accessible policies and procedures that provide service expectations. Can discuss customer service needs with staff and customers. Communicating customer service procedures clearly to staff. learning customer names, how they like their eggs cooked and how they like their coffee. Management must use suitable communication skills with customers and staff. Restaurant reservations, when done correctly, allow you to spread out seating’s and keep the kitchen running smoothly. Can calculate and interpret customer satisfaction statistics and business performance data. randomly asking customers leaving restaurants about their experience and conducting 10-20 customer surveys. Contributes to change management in workplace customer service. Posting advertisements on Social networking sites like Facebook and Twitter offer an easy and free way to reach out to customers. Can allow for a rational and logical evaluation of the characteristics and needs of the organisation to design tailored customer service practices. Can plan for, establish and regularly monitor all components of the customer service system. Get employees in the habit of telling the manager the table number, guest name, and the diner's chief complaint. Your manager can assess the situation by looking at your point-of-sale (POS) system and review other details later. Right now, they need to go to the table and fix it. customer service outcomes such as feedback and customer reviews on website are looked by management and reported to employees to fix issues . Takes responsibility for customer service outcomes. Taken responsibility for customer service issues. Customer order was not made and staff offered discount and free drink. Can use software to analyse customer satisfaction data. Use rating reviews from restaurant website and collect data to share with employees. Signature: Date: This study source was downloaded by 100000832747457 from CourseHero.com on 02-01-2022 04:12:44 GMT -06:00 3© Didasko Digital 2018 www.didasko.com https://www.coursehero.com/file/98139859/SITXCCS008-Assessment-E-Third-party-report-V2-1-5docx/ No SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES – Third-party report This study source was downloaded by 100000832747457 from CourseHero.com on 02-01-2022 04:12:44 GMT -06:00 4 2018 Edition https://www.coursehero.com/file/98139859/SITXCCS008-Assessment-E-Third-party-report-V2-1-5docx/ Powered by TCPDF (www.tcpdf.org)
