Learner Assessment Pack

Assessment Delivery

SITXCCS014 - Provide service to customers (Release 1)

Assessor Assessment Pack Produced 23 June 2022 1

© Precision RTO Resources
Practical Assessment
The Practical Assessment is a set of tasks that must be completed in a workplace, or in an
environment with conditions similar to that of a real workplace.
To be assessed for this unit of competency, you must demonstrate your skills and knowledge to
implement and monitor an organisation’s customer service policies, procedures and programs
in the relevant work area in order to meet industry requirements
The Practical Assessments in this workbook include:
1. Workplace Assessment
A series of tasks assessing the candidate’s practical knowledge and skills relevant to the
unit of competency. This includes the candidate completing workplace documents or
similar as evidence of competent performance.
2. Workplace Practical Observation
A set of assessment tasks where the candidate must demonstrate practical skills
relevant to the unit of competency. These skills are to be demonstrated while being
observed by the assessor.
IMPORTANT!

▪ All signatures/initials in your submissions, including yours, must be handwritten and

dated. Submissions with signatures/initials must be scanned.

▪ The supervisor/observer who completes and signs your evidence submissions must
provide their real name, contact number, and email address for your assessor’s
reference.

▪ Should you encounter issue or concerns regarding your assessment, contact your
assessor.

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Workplace Assessment
Assessment Overview

This workplace assessment requires you to work safely by removing hazards and adhering to
organisational policies and procedures
This assessment is divided into three tasks:

▪ Task 1: Provide Quality Customer Service

▪ Task 2: Respond to Customer Complaint

▪ Task 3: Provide Internal Feedback

You are required to complete the assessment tasks in a real workplace, or in an environment
with conditions similar to that of a workplace.
Each task comes with a set of instructions. You are to follow these instructions to complete the
assessment. Each task will require you to either:

▪ Submit completed workplace templates and/or any required documentation; or

▪ Demonstrate task requirements while being observed by the assessor.

Some tasks may include both requirements. These will serve as evidence of your task
completion.
Before starting this assessment, your assessor will discuss with you these instructions,
resources, and guidance for satisfactorily completing the tasks.

You are required to:

▪ Communicate with internal and external customers

▪ Provide service to internal and external customers

▪ Identify customers’ needs and expectations

▪ Identify operational issues

▪ Responding to customer complaints

▪ Seek feedback on handling customer complaints

▪ Providing internal feedback

▪ Suggesting improvements on service practices, policies and procedures

Resources Required for Assessment

Resources you need to access to complete the workplace assessment are outlined in the
Resources Required for Assessment section of this workbook, and in the corresponding

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 Assessor’s Checklist and/or Observation Form of each task.
Discuss each requirement with your assessor before commencing with each task. They will
organise the resources required for this assessment.
IMPORTANT: Additional workplace resources may be required upon the contextualisation of
this assessment.
Forms and Templates
Generic forms and templates to be used for the assessments are specified for each task, unless
otherwise stated. These can be accessed from the following link:
SITXCCS014 Forms and Templates
If you are currently in a workplace, use similar workplace templates and forms used by your
organisation to complete each assessment task.
Discuss with your supervisor and your assessor first to ensure that the forms/templates you will
use cover all criteria required by each assessment task.
Review these forms and templates with your assessor before starting the task.

Task 1: Provide Quality Customer Service

ASSESSMENT INSTRUCTIONS

Your assessor will observe you as you provide quality service to at least six customers. This
includes the following:

▪ At least three internal customers

This includes people who work in your workplace (e.g., colleagues, supervisors and
managers, etc.).

▪ At least three external customers

This includes people who visit or receive service from your workplace (e.g., hotel guests,
café customers, restaurants customers, etc.).
Collectively, the service provided above-listed customers must meet the following:

▪ At least two among all customers must each have a special need

Special needs refer to specific characteristics or traits that customers have that must be
accounted for when provided. This includes the following:
o Cultural needs (i.e., appropriate clothing, use of space and privacy)

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 o Language needs (i.e., proper special greeting and interpreters)
o Needs based on other special conditions (e.g., disability)
▪ At least one instance of service must be provided to customers through oral
communication
This includes face-to-face communication, phone or video calls

▪ At least one instance of service must be provided to customers through written

communication
This includes emails, chat exchanges, brief notes (i.e., short written enquiries by
customers who cannot express themselves orally)
o Your assessor will observe you throughout the task, and you will be required to
submit additional evidence of customer service provided for all instances that
are not fully observable (i.e., written communication)
Before starting this task, you must access and review the following documents:

▪ Organisational requirements on high standards of personal presentation and hygiene

▪ Professional standards expected of service from industry personnel

▪ Organisational policies and procedures on customer service

▪ Organisational policies and procedures for customer surveys and feedback collection

You must do the following for each instance of customer service provided through both oral
and written communication:

▪ Communicate with at least three internal and at least three external customers in your
workplace.
Channel to be used when communicating with each customer must correspond to the
channel which each customer uses to start initial contact with you.
During initial contact, you must:
o Greet and acknowledge each customer within the designated response time

Designated response time refers to the period within which service industry
personnel is required to answer a customer’s initial enquiry, usually prescribed
by the organisation.
o Establish rapport with each customer to promote goodwill and trust.

▪ Provide customer service to each customer by:

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 o Identifying at least one of the following for each customer:

● Customer need

Collectively, you must also identify at least two special needs as part of
the customer needs identified.

● Customer request

● Customer expectation

▪ Promptly meeting all reasonable customer needs and requests

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 ▪ Anticipate operational issues during customer service by:

o Identifying at least two operational issues before each occurrence

o Promptly taking action for each identified issue to minimise effect on customer
satisfaction

▪ Identify additional occasions of customer service by :

o Recognising at least two opportunities to deliver additional service to customer

o Acting upon each identified opportunity to provide service beyond customer’s

immediate request

▪ Perform all customer service tasks according to:

o Organisational customer service policies and procedures

o Professional standards for service industry personnel

This refers to acceptable norms and practices within your industry to ensure that
the service provided meets customer needs and expectations.

▪ Seek feedback from each customer

Collectively, you must seek each type of feedback at least once:

o Formal feedback

Formal feedback refers to gathering information from each customer in a

planned and a systematic process. (i.e., surveys, interviews and structured
questioning)
o Informal feedback

Informal feedback refers to gathering information from each customer in a

casual and a relaxed manner. (i.e., casual discussion and observation)
You will also be assessed on your practical skills to do all the following for each instance of
customer service provided through oral communication:

▪ Communicate with at least six customers using both verbal and non-verbal
communication:
o Use active listening and questioning to facilitate effective verbal
communication
o Observe and respond to non-verbal cues of each customer

▪ Practise proper personal presentation and hygiene according to organisational

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requirements

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Review the following before starting this task:

▪ Workplace Assessment Task 1 – Assessor’s Checklist

▪ Workplace Assessment Task 1 – Observation Form

These forms outline the following:

▪ Resources you are required to access to complete the task.

▪ All criteria your submission must address to satisfactorily complete this task.

▪ All practical skills you need to demonstrate to satisfactorily complete the observation
task.
Submit the following evidence to your assessor:

▪ Evidence of your provision of customer service through a written communication channel.

Evidence must be at least one of the following:
o Email correspondence

o Evidence of customer enquiry (i.e., brief note, faxes and letters from customers)

o Evidence of social media interaction (i.e., chat, online discussions and online
forums)

▪ Evidence of at least one formal feedback, such as:

o Surveys

o Interviews

o Structured questioning

▪ Additional evidence of your provision of customer service if it is done through a phone

and/or video call. Evidence must be at least one of the following:
o Screen recording of the conducted customer service through a video call

o Audio recording of the conducted customer service through a phone call

When using this as evidence, ensure to inform the customers of the purpose of
the recording before doing so.

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Task 2: Participate in customer service discussion

ASSESSMENT INSTRUCTIONS

Your assessor will observe you as you resolve at least three instances of customer complaints
Before starting this task, you must access and review the following documents:

▪ Organisational policies and procedures for customer surveys and feedback collection

▪ Organisational policies and procedures on dealing with customer complaints

You will be assessed on your practical skills to:

▪ Proactively recognise at least one instance of customer dissatisfaction

▪ Act immediately to avoid escalation of complaint

▪ Respond to at least three customer complaints

o Respond in a professional manner

o Consult with customer to identify at least one solution for each customer
complaint
o Resolve each complaint

Resolution must be done according to your level of responsibility and

organisational policy.

▪ Escalate at least two complex service issues to higher level staff for action

▪ Communicate with higher level staff to escalate at least two service issues

Service issues are events which could cause an unplanned service interruption that only
managerial staff can resolve. Complex service issues are situations that are typically
defined as those issues you need to approach from multiple solutions.
Service issues can come from the three complaints (e.g. delays, inability to satisfactorily
resolve or compromise at the moment) identified in the task above or can also be from
complaints that from the onset, candidate cannot handle (e.g. hostile customers,
complaints that require solutions beyond candidate’s responsibility).

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 ▪ Seek feedback from each customer whose complaint you resolved

Collectively, you must seek each type of feedback at least once:

o Formal feedback

Formal feedback refers to the gathering information on customer satisfaction in

a planned and a systematic process. (i.e., surveys, interviews, and structured
questioning)
o Informal feedback

Informal feedback refers to the gathering information on customer satisfaction in

a casual and a relaxed manner. (i.e., observation and casual discussion)
Before starting this task, you must access and review the Workplace Assessment Task 2 -
Observation Form. This form outlines all the practical skills you need to demonstrate to
satisfactorily complete this task. Your assessor will discuss these resources with you, and the
criteria outlined in this form prior to this assessment.

Task 3: Provide Internal Feedback

ASSESSMENT INSTRUCTIONS

Your assessor will assess you as you participate in at least one instance of provision of internal
feedback.
To complete this task, you must:

▪ Access and review the following

o Organisational policies and procedures for recording and reporting customer

feedback
o Feedback received from customers regarding service provided in Workplace
Assessment 1
o Feedback received from customers regarding complaints handled in Workplace
Assessment 2

▪ Provide ongoing internal feedback on the following:

o At least two service practices

o Organisational policies and procedures on:

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 ● Customer service

● Customer surveys and feedback collection

● Dealing with customer complaints

▪ Suggest at least one improvement for each area where feedback is provided

▪ Identify the following:

o At least one individual complaint

o At least one recurring complaint

▪ Provide internal feedback on each identified complaint to avoid future occurrence

Before starting this task, you must access and review the Workplace Assessment Task 3 –
Assessor’s Checklist This form outlines all the practical skills you need to demonstrate to
satisfactorily complete this task. Your assessor will discuss these resources with you, and the
criteria outlined in this form prior to this assessment.
These forms outline the following:

▪ Resources you are required to access to complete the task.

▪ All criteria your submission must address to satisfactorily complete this task.

▪ All practical skills you need to demonstrate to satisfactorily complete the observation
task.

Submit at least one evidence of providing internal feedback:

Evidence must be at least one of the following:

▪ Email correspondence

▪ Meeting minutes

▪ Video recording of meeting on internal feedback

When using this as evidence, ensure to inform personnel in meeting of the purpose of the
recording before doing so.

▪ Specific document report (e.g. internal report on recurring service issues)

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Learner Assessment Pack
Assessment Workbook Checklist

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Assessment Workbook Checklist
Instructions:
Your assessor will review your submissions against the checklist below. This section is to be
completed by your assessor.

The candidate has completed the Knowledge Assessment in this workbook

✔

Knowledge Assessment Questions ☐

The candidate has completed the Practical Assessments in this workbook and
✔
has submitted all the required evidence:

Workplace Assessment

Task 1: Provide Quality Customer Service

At least one formal feedback for each customer whom candidate ☐

provided service to

Evidence of candidate’s provision of customer service through a

written communication channel

Evidence must be at least one of the following: ☐

a. Email correspondence
b. Evidence of customer enquiry (i.e., brief note, faxes and
letters from customers)
c. Evidence of social media interaction (i.e., chat, online
discussions and online forums)

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Workplace Assessment

Evidence of at least one formal feedback, such as:

a. Surveys ☐

b. Interviews
c. Structured questioning

Additional evidence of candidate’s provision of customer service if it is

done through a phone and/or video call.

Evidence must be at least one of the following: ☐

a. Screen recording of the conducted customer service through a

video call
b. Audio recording of the conducted customer service through a
phone call
When using this as evidence, ensure that the candidate informs
the customers of the purpose of the recording before doing so.

Task 2: Respond to Customer Complaints

Video recording of response to customer complaints ☐

Only if direct observation is not possible.

Task 3: Provide Internal Feedback

Evidence of providing internal feedback

Evidence must be at least one of the following: ☐

▪ Email correspondence

▪ Meeting minutes

▪ Video recording of meeting on internal feedback

When using this as evidence, ensure that the candidate informs

personnel in meeting of the purpose of the recording before
doing so.

▪ Specific document report (e.g., internal report on recurring

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service issues)

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