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SITXCCS014 Workplace Assessment Task 1 Observation Form v1.0 Flipbook PDF
SITXCCS014 Workplace Assessment Task 1 Observation Form v1.0
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SITXCCS014 – Provide service to customers
WORKPLACE ASSESSMENT TASK 1 – OBSERVATION FORM This form is for the assessor’s use only.
E
This Observation Form outlines the specific criteria that the candidate must demonstrate/perform while completing Workplace Assessment Task 1.
This form is to be completed by the candidate’s assessor to document their observation of the candidate’s performance in Workplace Assessment Task 1.
Task Overview
M PL
This task requires the candidate to provide quality customer service to at least three external and at least three internal customers, while being observed by the assessor. This task requires the candidate to complete the following while being observed by the assessor:
Communicate with at least three internal and at least three external customers in your workplace.
Provide customer service to each customer
Anticipate operational issues during customer service
Identify additional occasions of customer service
Perform all customer service tasks according to: o
Organisational customer service policies and procedures
o
Professional standards for service industry personnel
Seek feedback from each customer
Communicate with at least six customers using both verbal and non-verbal communication: Use active listening and questioning to facilitate effective verbal communication
o
Observe and respond to non-verbal cues of customers
Practise proper personal presentation and hygiene according to organisational requirements
SA
o
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Instructions to the Assessor Before the assessment
o
Professional high standards on personal presentation and hygiene according to organisational requirements
o
Professional standards expected service from personnel
o
Organisational policies and procedures on customer service
Review the items in this checklist and contextualise, as appropriate to: o
Workplace context of the candidate
o
Customer service policies and procedures of the candidate’s organisation.
M PL
Access and review information, such as:
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Discuss the resources required by the candidate to complete the task and ensure that they have access to these resources prior to the practical observation.
Discuss this assessment task with the candidate, including the practical skills they need to demonstrate and the criteria to satisfactorily demonstrate each skill.
Review this form with the candidate and address any queries or concerns they may have about it.
While observing the candidate
For each practical skill listed in this Observation Form: o
Tick YES if you confirm you have observed the candidate demonstrate/perform the practical skill.
o
Tick NO if you have not observed the candidate demonstrate/perform the practical skill.
For skills where you ticked YES, indicate the date when you observed the candidate demonstrate this skill.
For skills where you ticked NO, provide additional information on how the candidate can satisfactorily demonstrate the practical skill for this task.
Write specific comments on the candidate’s performance in each criterion. Your feedback/insights will help address any area(s) for improvement.
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After observing the candidate
Complete all parts of the Observation Form, including the Assessor Declaration on the last page of this form. Your signature must be handwritten.
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Candidate Details Candidate Name Title/Designation
M PL
Assessor/Observer Details Assessor/Observer Name Training Organisation
Relevant Qualifications Held
Assessment Context
Assessment Environment
☐ Candidate’s Workplace
☐ Simulated Workplace
☐ Direct Observation
Assessor must be physically present in the assessment environment.
Mode of Observation
☐ Observation via video recording
Candidate and the assessment requirements must be present in the video recording.
Date of Observation
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Workplace/Organisation State/Territory
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☐ Workplace documents such as: ☐ Professional high standards on personal presentation and hygiene according to organisational requirements ☐ Professional standards expected of service from industry personnel
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☐ Organisational policies and procedures on customer service
☐ Opportunity to meet and serve customers with special needs
☐ Opportunity to meet and serve at least three of each of the following: ☐ At least three external customers
This includes people who work in your workplace (e.g., colleagues, supervisors and managers, etc.). Internal customer service involves everything a workplace can do to help other staff fulfill their duties.
M PL
Resources required for assessment
☐ At least three internal customers
SA
This includes people who visit or receive service from your workplace (e.g., hotel guests, café customers, restaurants customers, etc.). External customer service involves everything service personnel do to attend to the needs and requests of customers.
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Candidate Assessment Briefing Date of assessment briefing
YES/NO
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The assessor confirms:
They have discussed with the candidate the workplace task they are required to complete for this assessment.
☐ YES
☐ NO
2.
They have discussed with the candidate the resources they are required to access to complete the workplace task.
☐ YES
☐ NO
M PL
1.
The candidate understands they will be assessed while completing this workplace task, as well as any document(s) they will complete as part of this task.
☐ YES
☐ NO
4.
They have discussed with the candidate the instructions on how they are to undertake the workplace task.
☐ YES
☐ NO
5.
They have provided the candidate guidance on how they can satisfactorily complete the task.
☐ YES
☐ NO
6.
They have discussed with the candidate the practical skills (outlined below) they are required to meet to satisfactorily complete the task.
☐ YES
☐ NO
7.
They have addressed the candidate’s questions or concerns about the workplace task and the assessment process.
☐ YES
☐ NO
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3.
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OBSERVATION FORM
A.During initial contact candidate must:
1.
YES/NO
Identify the following for the customer: a.
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To the Assessor: Complete one checklist for each instance you observe the following items. Collectively, candidate must provide customer service through oral communication at least once and must provide customer service through either oral or written communication to at least six customers overall. Date Observed
Assessor’s comments
☐ YES ☐ NO
Name of customer
☐ YES ☐ NO
M PL
This must correspond to name of customer whom the candidate provides customer service to.
b.
Identify the type of customer as one of the following:
☐ YES ☐ NO
☐ Internal
☐ External
Across ALL instances of customer service provided, candidate must communicate with at least three internal and at least three external customers.
2.
Greet and acknowledge at least six customers within the designated response time.
Candidate must welcome the customers within a specific period following the organisational policies and procedures reviewed for this task. This must be done following the documents reviewed for this task:
Professional standards expected of service from industry personnel
Organisational policies and procedures on customer service
At a minimum, this must include ALL the following: Greet customers in a professional manner
☐ YES ☐ NO
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a.
Candidate must welcome the customers in a polite, kind and accommodating way. This also includes speaking in a formal yet friendly and optimistic tone. For example, if a customer arrives, the candidate must greet them warmly and in a friendly manner. At a minimum, this must include ALL the following:
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A.During initial contact candidate must:
Welcome each customer with a warm smile while maintaining eye contact
☐ YES ☐ NO
Introduce personal language
☐ YES ☐ NO
themselves using yet professional
Acknowledge customers designated response time.
within
the
Assessor’s comments
☐ YES ☐ NO
M PL
Candidate must respond to the customers’ concerns and enquiries within the specific period following organisational policies and procedures on customer service. Designated response time refers to the time taken to respond to an enquiry or concern of customers.
Date Observed
E
b.
YES/NO
c.
Use appropriate verbal communication to customers
Candidate must ensure to approach customers by using appropriate language suitable for the situation and customer whom you are communicating to. At a minimum, this must include ALL of the following: Speaks confidently to show they are knowledgeable with the products and services they are offering
ii.
Prompts relevant conversation that may open a shared experience with the customer
☐ YES ☐ NO
iii.
Acknowledges the customer’s opinion without being dismissive
☐ YES ☐ NO
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i.
iv.
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Encourages a response or a call for action from the customer at the end of the discussion
☐ YES ☐ NO
☐ YES ☐ NO
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d.
Observe appropriate non-verbal communication when speaking to customers Candidate must ensure to approach customers by using appropriate non-verbal features to achieve customer satisfaction of needs and requests. At a minimum, this must include ALL of the following: Establishes and maintains eye contact
ii.
Uses hand or arm gestures to emphasise points in the discussion
iii.
Uses posture to show interest
iv.
Speaks clearly and appropriate volume
v.
Uses correct pauses in between discussion points
☐ YES ☐ NO
☐ YES ☐ NO
an
☐ YES ☐ NO
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in
☐ YES ☐ NO
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i.
3.
Establish rapport with customer
☐ YES ☐ NO
☐ YES ☐ NO
At a minimum, this must include ALL of the following: a.
Establish rapport at the start of exchange
☐ YES ☐ NO
Candidate must engage in small talks with customers to build relationship with them.
For example, the candidate can ask the hotel guest about their plans for the next trip and give suggestions.
b.
Promote goodwill with customers
☐ YES ☐ NO
Candidate must strengthen goodwill with customers through building good relationships. Goodwill refers the value of a company or business that was built over time.
SA
At a minimum, this must include ALL of the following: i.
Treats each customer with fairness
☐ YES ☐ NO
Candidate must provide the same treatment and service to all customers regardless of their race, gender, ethnicity, religion, etc. This includes being non-discriminatory and culturally sensitive towards all customers. For example, provide the same welcome to an Australian and a Japanese customer.
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ii.
Acts in a warm and friendly manner
☐ YES ☐ NO
For example, the candidate must greet the customer in a friendly and accommodating manner by being using polite words and a friendly tone. c.
Establish trust with customers
☐ YES ☐ NO
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Candidate must strengthen good relations with customers through right attitude, approach, and behaviour of service personnel. Customer trust refer to the faith
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This means the candidate must nurture a good relationship by using kind words and offer courteous gestures to assist the customer.
At a minimum, this must include ALL of the following: i.
Shows empathy
☐ YES ☐ NO
This refers to demonstrating that you can understand the customer’s point of view by expressing your thoughts and shared experience.
For example, the customer tells the candidate about the time she misses her passport. Given that they have encountered the same problem, the candidate can empathise by telling her about the time they lost their passport too.
ii.
Demonstrates transparency
☐ YES ☐ NO
This means the candidate must use factual and straightforward response to customer enquiry.
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For example, if a customer asks about daily rates of hotel rooms offered, the candidate must respond truthfully. This includes stating price rates and additional service charges to customers.
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B. CUSTOMER SERVICE
YES/NO
During the provision of quality customer service, candidate must:
Assessor’s comments
Identifies all of the following for each customer: a.
At least one customer need Customer need refers to requirement expected of service that motivates a customer to avail a product of service.
☐ YES ☐ NO
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For example, a person with disability enters the hotel and needs wheelchair.
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1.
Date Observed
At a minimum, this must include ONE the following: i.
Pricing
This refers to the amount required as payment for the product or service availed.
ii.
Functionality
This refers to the suitable product or service that matches requirements of the customer.
☐ YES ☐ NO ☐ N/A
☐ YES ☐ NO ☐ N/A
For example, adult-centric facilities may not work well with groups with children.
iii.
Quality
☐ N/A
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This refers to how well a product or service satisfies customer needs while serving its purpose and meeting industry standards.
☐ YES ☐ NO
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Special needs These refer to specific characteristics or traits that customers have that must be accounted for when providing them with service. Collectively, candidate must identify AT LEAST TWO special needs among all customers whom they provide service to: Candidate needs to attend to at least two needs overall such as:
☐ N/A
☐ YES ☐ NO ☐ N/A
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☐ Cultural needs (i.e. appropriate
☐ YES ☐ NO
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iv.
clothing, use of space and privacy)
☐ Language needs (i.e., proper
special greeting and interpreters)
☐ Needs based on other special
conditions (e.g., disability)
b.
At least one customer request
☐ YES ☐ NO
Customer request refers to specific product or service to fulfill their needs. This is expressed verbally by the customer. For example, the customer with disability asks the candidate to push the wheelchair for her.
c.
At least one customer expectation
☐ YES ☐ NO
Customer expectations refer to any set of actions that customers anticipate when availing a product or service from a hospitality venue.
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For example, the customer with disability expects the front desk associate to help push the wheelchair for them.
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Shows candidate meets all of the following:
☐ YES ☐ NO
a.
☐ YES ☐ NO
At least one reasonable customer need Reasonable need should be the identified customer need that candidate can handle because it is within the candidate’s organisational scope and responsibility. For example, a customer asks through email about the pricing of hotel room booking per night. The candidate must immediately respond to the email by sending necessary details the customer needs. At least one reasonable customer request
☐ YES ☐ NO
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b.
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2.
Reasonable customer requests refer to those assistance which fall under an organisation’s scope. For example, a customer sent the candidate an email to request additional bed in her booked hotel room upon arrival. They must ensure that the bed she asked for is available when she arrives.
3.
Anticipates operational issues during customer service
At a minimum, candidate must meet ALL of the following for each customer: a.
Identifies operational issues through observation
☐ YES ☐ NO
This refers to the recognition of operational issues that cause customer discontent or before it escalates to a complaint.
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Operational issues refer to the problems that arises in the service practices which can affect customer satisfaction. This may involve workplace processes such as front office operations, maintenance, and housekeeping procedures.
For example, you have observed that some of your colleagues do not offer the expected complimentary tea to customers in queue. This may cause a complaint because the complimentary tea is service expected from the crew.
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b.
Promptly take action customer dissatisfaction
to
avoid
☐ YES ☐ NO
For example, the candidate offered the expected complimentary tea to guests waiting in queue. 4.
Identifies additional occasions of customer service: Recognises at least two opportunities to deliver additional service to customer
☐ YES ☐ NO
☐ YES ☐ NO
M PL
a.
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This involves taking swift necessary steps in accordance with the actual observation of operational issues.
This refers to assistance given to customers that is beyond the candidate’s organisation’s scope of responsibility to ensure good customer relationship. For example, a customer asks if there any public transportation they can take near the hotel. The candidate must be knowledgeable on this matter and respond immediately to the customer enquiry. i.
Observe behaviours
☐ YES ☐ NO
This refers to opportunities to look after customer behaviours and decide on what kind of service needs to be provided to them.
SA
For example, the candidate notices that the customer is pacing back and forth and seems uneasy waiting for the bus service to arrive. They can be offered complimentary snacks while waiting to improve customer experience.
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ii.
Consult with customers
☐ YES ☐ NO
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For example, the candidate notices that the customer kept asking about transportation services. Candidate must identify that the customer needs help in arranging their transport service.
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This refers to verbal responses of customers to identify the type of additional service they may need.
b.
Promptly takes action for each identified issues to minimise effect on customer satisfaction
☐ YES ☐ NO
This refers to acting upon each identified opportunity to provide service beyond customer’s immediate request.
For example, candidate can send an email response saying hotel staff can arrange a transportation for the customer upon checking out. This must include ALL of the following: i.
Keep the customer informed
☐ YES ☐ NO
This refers to giving the customer full information on the status of the service.
SA
For example, give the customers clear queuing information that will help them estimate their wait time.
ii.
Avoid making promises
☐ YES ☐ NO
This refers to only setting expectations that are attainable within the organisation. For example, if the candidate mentions that the waiting time for the food to arrive is 20 minutes, they have to service the food within that time frame.
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Follow the schedule
appointment
This refers to meeting the expected time of communication or discussion with the customer. For example, if the candidate set a meeting with the event organisers by 6 P.M., they must adhere to scheduled appointment. Follow organisational policies and procedures in providing quality customer service
☐ YES ☐ NO
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5.
☐ YES ☐ NO
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iii.
Candidate must ensure to comply with the organisational policies and procedures for providing the customer service reviewed for this task. a.
Establish and maintain relationship with customers
☐ YES☐ NO
Candidate must ensure to keep good customer relations with proper greeting, acknowledgement, and attitude.
b.
Deliver quality service to customers, including those with special needs
☐ YES☐ NO
SA
Candidate must always identify the needs of customers, including those with special needs. This includes adjusting customer service to suit the special needs of customers.
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c.
Show responsiveness service
during
customer
☐ YES☐ NO
At the minimum, candidate must meet ALL of the following for each customer i.
Eliminates distractions
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Candidate must always attend to customer enquiries and concerns attentively and promptly.
☐ YES☐ NO
M PL
Candidate must take steps to avoid unnecessary distractions like keeping mobile phones and other digital devices away if not needed.
ii.
Acts quickly
☐ YES☐ NO
Candidate must respond to enquiries and concerns immediately and without any delay. This must correspond to designated response time following organisational policies and procedures.
iii.
Keeps relevant stakeholders involved to resolve the concern
☐ YES☐ NO
Candidate must ensure to immediately contact supervisor or manager if the concern is out of the scope of their responsibility. This must correspond to escalation procedures following organisational policies and procedures.
Adhere to professional standards for service industry personnel
SA
6.
☐ YES☐ NO
Candidate must ensure to perform the tasks above according to the professional standards for service industry personnel reviewed for this task. a.
Ensure professionalism at all times
☐ YES☐ NO
Candidate must always approach and attend to needs of customers in a formal manner. This includes avoiding any signs of anger and impatience
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Observe efficient service
☐ YES☐ NO
Candidate must fulfill customer service goals with the minimum yet effective effort. This must include that the services offered by personnel must suit the needs of customers without costing them more time and money. c.
Maintain cleanliness of the premises
☐ YES☐ NO
Candidate must maintain a neat and organised contact areas in the highest standards of presentation and hygiene to enhance customer’s experience. Practise personal presentation and hygiene
☐ YES☐ NO
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7.
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b.
Candidate must ensure to perform ALL tasks above in accordance with personal presentation and hygiene standards workplace document reviewed for this task.
At a minimum, it must include ALL of the following: a.
Practice personal presentation
☐ YES☐ NO
This refers to the way service personnel intend to appear at their workstations in a hospitality venue. This includes hair, clothing, and posture. At a minimum, this must include ALL of the following: i.
Ensure hair is neat and clean while serving customers
☐ YES☐ NO
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Candidate must guarantee that their hair should be styled, pinned or tied when serving customers. This differs across different department in the hospitality venue. For example, kitchen staff must tie their hair neatly and must wear hair net to ensure food quality and hygiene.
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Wear uniform according to organisational policy Candidate must dress in a formal, presentable uniform that is clean and well-ironed. This differs per department in the hospitality venue.
M PL
For example, front of the house must wear black trousers, white collared shirt and black leather shoes at all times.
YES☐ NO
E
ii.
iii.
Observe proper posture
☐ YES☐ NO
Candidate must stand properly while speaking to customer. This involves not slouching while seating or standing in front of a customer.
b.
Practice personal hygiene
☐ YES☐ NO
This refers to behaviours that must be practiced on a daily basis to help maintain personal health and safe working environment. At a minimum, this must include ALL of the following: i.
Wash hands regularly to practice high standards of hygiene, including:
☐ YES ☐ NO
Prior to commencing shift
☐ YES ☐ NO
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ii.
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After cleaning
After going to the bathroom
After eating
After smoking
Wear appropriate protective clothing to ensure protection from spreading bacteria.
☐ YES ☐ NO
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1.
Facilitate effective two-way communication with customers At a minimum, it must include ALL of the following: a.
Use active listening to facilitate effective communication
Date Observed
Assessor’s comments
☐ YES☐ NO
☐ YES ☐ NO
M PL
This refers to putting effort to hear, understand and retain information that’s being relayed to by the customer.
YES/NO
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C. During the provision of quality customer service, candidate through oral communication must:
At a minimum, it must include ALL of the following: Refrain from interrupting the customer speaking
☐ YES ☐ NO
Focus on the words spoken by the customer who is speaking
☐ YES ☐ NO
Ensure their body language shows they are listening and paying attention (e.g. avoids multitasking while listening, facing the customer as they speak)
☐ YES ☐ NO
Summarise discussion point or questions from the customer to confirm understanding
☐ YES ☐ NO
Provide relevant responses to the customer’s questions
☐ YES ☐ NO
SA
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b.
Use effective questioning skills
☐ YES ☐ NO
At a minimum, it must include ALL of the following:
Ask open questions
☐ YES ☐ NO
M PL
Candidate must ask questions such as how, what, where, who and why that are not answerable by yes or no to initial information on the customer concern.
E
This refers to the key techniques for questioning that can help you identify needs and requests to achieve customer satisfaction.
For example, if a customer is filing a noise complaint, the candidate can ask who are involved or what happened.
Ask probing questions
☐ YES ☐ NO
Candidate must ask questions answerable by yes or no that will allow them to gather more information on the customer concern.
For example, if the customer said that the noise started from Room 106. The candidate can ask how long the noise has been going on or what type of noise do they hear.
Ask pre-closing questions
☐ YES ☐ NO
SA
They refer to questions that would help you identify if you have achieved customer satisfaction before ending the conversation. For example, the candidate can ask questions like, ‘do you have additional concerns?’ or ‘can I help you with anything else?’.
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Respond to observed non-verbal signals Candidate must ensure to attend to the non-verbal cues of the customers while providing customer service. At a minimum, it must include ALL of the following:
Adjust the tone of voice to suit customer
☐ YES ☐ NO
M PL
This refers to establishing proper intonation that doesn’t rude or aggressive.
☐ YES☐ NO
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c.
For example, if the candidate wants to show genuine interest in something, they must express enthusiasm by using a lively and happy tone of voice.
Use good eye contact to make customer feel comfortable
☐ YES ☐ NO
This refers to looking at the customer’s eye while communicating to establish connection and to ensure that they are comfortable after noticing their discontent over the service.
SA
For example, the customer might think that the candidate is lying or trying to hide something if you fail to establish eye contact with them.
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Maintain safe distance with the customer This refers to proper use of space and distance between the candidate and the customer.
M PL
For example, the candidate notices that a customer looks uncomfortable with how close you are speaking, you must adjust your space to not crowd them.
☐ YES ☐ NO
E
2.
Seeks feedback from customer
☐ YES ☐ NO
At a minimum, it must include at least ALL of the following: a.
Uses at least one of the following methods to collect feedback
☐ YES☐ NO
Formal feedback
☐ YES ☐ NO
This refers to gathering of information on customer satisfaction in a planned and a systematic process on either one of the following: ☐ Surveys
☐ Interviews
☐ Structured questioning
Informal feedback
☐ YES ☐ NO
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This refers to the gathering information on customer satisfaction in a casual and a relaxed manner on either one of the following ☐ Casual discussion ☐ Observation
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Assessor Declaration By signing here, I confirm that I have observed the candidate, whose name appears above, provide quality customer service by providing customer service through oral communication
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I confirm that the information recorded on this Observation Form is true and accurately reflects the candidate’s performance during their completion of the workplace task. Assessor’s signature Assessor’s name
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Date signed
SA
END OF OBSERVATION FORM
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