SITXCCS008_Develop_and_manage_quality_customer_service_practices

Table of Contents Table of Contents 1 Instructions to Learner 3 Assessment instructions 3 Assessment requirements 6 Candidate Details 7 Assessment – SITXCCS008: Develop and manage quality customer service practices 7 Observation/Demonstration 8 Third Party Guide 9 Third party details (required information from the learner) 9 Activities 10 Activity 1A 10 Activity 1A checklist – for assessor 11 Activity 1B 12 Activity 1B checklist – for assessor 13 Activity 1C 14 Activity 1C checklist – for assessor 15 Activity 1D 16 Activity 1D checklist – for assessor 17 Activity 1E 18 Activity 1E checklist – for assessor 19 Activity 2A 20 Activity 2A checklist – for assessor 21 Activity 2B 22 Activity 2A checklist – for assessor 23 Activity 2B 24 Activity 2B checklist – for assessor 25 Activity 2C 26 Activity 2C checklist – for assessor 27 Activity 2D 28 Activity 2D checklist – for assessor 29 Activity 3A 30 Activity 3A checklist – for assessor 31 Activity 3B 32 Activity 3B checklist – for assessor 33 Activity 3C 34 Activity 3C checklist – for assessor 35 Activity 3D 36 Activity 3D checklist – for assessor 37 Summative Assessments 38 Section A: Skills activity 39 Summative assessments: Section A checklist 41 Section B: Knowledge activity (Q & A) 42 Summative assessments: Section B checklist 44 Section C: Performance activity 45 Summative assessments: Section C checklist 46 Workplace Documentation – for learner 47 Workplace documents checklist 47 Supplementary Oral Questions (optional) – for assessor 48 Competency record to be completed by assessor 51 .............................................continued................................