Document: ASSESSMENT 2 SITXCCS008 Develop and manage quality customer service practices
RTO # 41380 | CRICOS # 03632K |Version: 1.1 | Page 1 of 4
ASSESSMENT 2 – Direct observation
This cover sheet is to be completed by the assessor and used as a record of outcome of this assessment task.
Student Name:
Student ID No:
Unit Code:
SITXCCS008
Unit Title:
Develop and manage quality customer service practices
Date of submission:
Student Declaration I declare that:
• These tasks are my own work, and none of this
work has been completed by any other person.
• These tasks are not plagiarised or colluded with
any other student/s.
• I have correctly referenced all resources and
reference texts throughout these assessment
tasks.
• I have read and understood the policy on
Plagiarism, cheating and collusion and understand
that if I am found to be in breach of this policy,
disciplinary action may be taken against me.
• I have a copy of my assessment work with me,
which I can produce if the original is lost.
Student name: _______________________________________ Signature: _______________________________
Date: ____/_____/_____
Assessment Criteria
Did the student:
Period 1
Period 2
Period 3
Period 4
Satisfactory
Satisfactory
Satisfactory
Satisfactory
Develop policies and procedures for quality service
provision.
Yes No
Yes No
Yes No
Yes No
Communicate policies, procedures and expectations to
staff.
Yes No
Yes No
Yes No
Yes No
Make policies readily available to customers and staff.
Yes No
Yes No
Yes No
Yes No
Monitor customer service in the workplace to ensure
standards are met.
Yes No
Yes No
Yes No
Yes No
Initiate staff training to enhance customer service.
Yes No
Yes No
Yes No
Yes No
Take responsibility for service outcomes and dispute
resolution.
Yes No
Yes No
Yes No
Yes No
Act as a positive role model for professional standards
expected of service industry personnel.
Yes No
Yes No
Yes No
Yes No
Assess effectiveness of customer service practices.
Yes No
Yes No
Yes No
Yes No
Identify systemic customer service problems and
adjust policies and procedures to improve service
quality.
Yes No
Yes No
Yes No
Yes No
Document: ASSESSMENT 2 SITXCCS008 Develop and manage quality customer service practices
RTO # 41380 | CRICOS # 03632K |Version: 1.1 | Page 2 of 4
Satisfactory Not Yet Satisfactory
(Please tick the assessment result for this task)
If Not Yet Satisfactory – Please identify the re
assessment arrangements:
Comments/ Feedback (If the student is deemed Not Satisfactory the Assessor MUST state the circumstances and
reasons why this judgment has been made):
Assessor Declaration:
I declare that I have conducted a fair, valid, reliable, and flexible assessment with this student, and I have provided
appropriate feedback.
Assessor Name: ___________________________________ Signature: ________________________________
Date: ____/_____/_____
Document: ASSESSMENT 2 SITXCCS008 Develop and manage quality customer service practices
RTO # 41380 | CRICOS # 03632K |Version: 1.1 | Page 3 of 4
Assessment Guidelines for Student:
Conditions of assessment:
• For this Assessment you are required to follow the instructions provided under Tasks to be
completed by the student and submit your response by the date advised to your Assessor.
• Your assessor will advise you the Dates and timing for this assessment as per the timetable.
• Your evidence submitted for this Assessment Task will be graded as either S – Satisfactory or NS – Not
Satisfactory. Your Assessor will provide you with feedback.
• If the evidence is graded as NS – Not Satisfactory you will be required to re-submit the evidence. In this
case you will be provided with clear and constructive feedback based on the assessment decision so
that you can improve your skills / knowledge prior to reassessment.
• If you require an allowable adjustment to this assessment procedure you should discuss this with your
assessor.
• If you are dissatisfied with an assessment decision you should make an appeal to Glen Institute in
writing no longer than 10 days following advice of the assessment decision.
Context of and specific resources for assessment
• Access to simulated environment, office equipment and learning resources, access to computer with
internet, printer, projector, and other office facilities.
Tasks to be completed by the student
This assessment consists of Two tasks 1 and 2.
Task 1
You are required to develop customer service policy and procedure for following three business areas:
• Hotel Reception – taking a room reservation on the telephone.
• Restaurant – Receiving, seating and taking food order of the customer.
• Store receiving – receiving a supply of perishable items.
You are also required to develop a checklist each to monitor the implementation of customer service policy
and procedure.
Task 2
You are required to implement and monitor the practices for quality customer service developed by you in
task 1 during four service periods. This will be done in four role plays where student from your group will be
allocated to play the role of the person following the practices for quality customer service.
Ensure that you provide access to these practices for quality customer service to the person playing the role
After the completion of the role plays you will be required to evaluate the practices for quality customer
service and identify any issues, review policies and procedures, adjust as necessary, and communicate any
new practices to staff.
Document: ASSESSMENT 2 SITXCCS008 Develop and manage quality customer service practices
RTO # 41380 | CRICOS # 03632K |Version: 1.1 | Page 4 of 4
For this assessment your assessor will assessing you on criteria listed on the
assessment cover sheet
Evidence to be collected for this assessment:
Task 1: printed copies of three service procedures and checklists to monitor the implementation of
customer service.
Task 2: undertake the role plays.
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