Data Loading...
SITXCCS015 Workplace Assessment Task 1 Observation Form v1.0 Flipbook PDF
SITXCCS015 Workplace Assessment Task 1 Observation Form v1.0
124 Views
75 Downloads
FLIP PDF 840.19KB
SITXCCS015 - Enhance customer service experiences
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 learner must demonstrate/perform while completing Workplace Assessment Task 1.
This form is to be completed by the learner’s assessor to document their observation of the learner’s performance in Workplace Assessment Task 1.
Task Overview
M PL
This task requires the learner to communicate, confirm, clear ambiguities and advise customers according to their input about their preferences, needs and expectations. Learner must provide the customers with what they want, and hence a quality service experience, while being observed by the assessor. This task requires the learner to complete the following while being observed by the assessor:
Determine at least two needs, a preference and at least two expectations of each customer.
Advise each customer on at least one product and one service that meet their needs.
Promptly provide each identified product and service to each customer with professional and personalised service.
Ensures that each product and service to be delivered to each customer meets identified individual preferences, individual special requests and designated organisational response time.
Offer other products and services to each customer as applicable to their primary purchase.
Offer promotional services to promote repeat business.
Work closely and share customer information with team members and suppliers to ensure efficient service delivery to customers.
Take at least one formal and one informal feedback from customers on the quality of the service provided.
SA
Observation Form ©Precision RTO Resources
Version 1.0 Produced 1 August 2022 Page 1
Instructions to the Assessor Before the assessment Access and review organisational documents and/or sources of information on the following: o
Products and service details
o
Customer details
o
Customer service policies, procedures and standards
o
Add-ons and extras offered
o
Special request handling policies and procedures
o
Supplier details
E
Review the items in this checklist and contextualise, as appropriate to the workplace context of the learner.
Discuss the resources required by the learner to complete the task, and ensure that they have access to these resources prior to the practical observation. This includes:
M PL
o
Organisational computers and databases to access and edit customer profiles
Discuss this assessment task with the learner, including the practical skills they need to demonstrate and the criteria to satisfactorily demonstrate each skill.
Review this form with the learner and address any queries or concerns they may have about it.
While observing the learner
For each practical skill listed in this Observation Form: o
Tick YES if you confirm you have observed the learner demonstrate/perform the practical skill.
o
Tick NO if you have not observed the learner demonstrate/perform the practical skill.
For skills where you ticked YES, indicate the date when you observed the learner demonstrate this skill.
For skills where you ticked NO, provide additional information on how the learner can satisfactorily demonstrate the practical skill for this task.
Write specific comments on the learner’s performance in each criterion. Your feedback/insights will help address any area(s) for improvement.
SA
After observing the learner
Complete all parts of the Observation Form, including the Assessor Declaration on the last page of this form. Your signature must be handwritten.
Observation Form Page 2
Version 1.0 Produced 1 August 2022 ©Precision RTO Resources
Learner Details Learner Name
E
Title/Designation
Assessor/Observer Details Assessor/Observer Name Training Organisation
M PL
Relevant Qualifications Held
Assessment Context
Assessment Environment
☐ Learner’s Workplace
☐ Simulated Workplace
☐ Direct Observation
Assessor must be physically present in the assessment environment.
Mode of Observation
☐ Observation via video recording
Learner and the assessment requirements must be present in the video recording.
Date of Observation
Workplace/Organisation
SA
State/Territory
Observation Form ©Precision RTO Resources
Version 1.0 Produced 1 August 2022 Page 3
☐Opportunity for learner to ☐Provide services to customers
E
☐ Seek feedback from the customers on the quality of the service provided ☐ Organisational documents and/or sources of information on the following: ☐ Product and service details ☐ Customer details
☐ Customer service policies, procedures and standards ☐ Add-ons and extras offered
M PL Resources required for assessment
☐ Special request handling policies and procedures ☐ Supplier details
☐ Organisational computers and databases to access and edit customer profiles ☐ At least two internal customers to whom the learner can provide services and seek feedback
☐ At least two external customers to whom the learner can provide services and seek feedback
☐ At least two team members with whom the learner can work closely and share customer information
SA
☐ At least two suppliers with whom the learner can work closely
Observation Form Page 4
Version 1.0 Produced 1 August 2022 ©Precision RTO Resources
Learner Assessment Briefing Date of assessment briefing
YES/NO
E
The assessor confirms:
They have discussed with the learner the workplace task they are required to complete for this assessment.
☐ YES
☐ NO
2.
They have discussed with the learner the resources they are required to access to complete the workplace task.
☐ YES
☐ NO
M PL
1.
The learner 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 learner the instructions on how they are to undertake the workplace task.
☐ YES
☐ NO
5.
They have provided the learner guidance on how they can satisfactorily complete the task.
☐ YES
☐ NO
6.
They have discussed with the learner the practical skills (outlined below) they are required to meet to satisfactorily complete the task.
☐ YES
☐ NO
7.
They have addressed the learner’s questions or concerns about the workplace task and the assessment process.
☐ YES
☐ NO
SA
3.
Observation Form ©Precision RTO Resources
Version 1.0 Produced 1 August 2022 Page 5
OBSERVATION FORM To the Assessor: Complete one observation form for each customer that the learner will interact with.
At least two internal customers
At least two external customers
E
Learner must interact with the following types of customers:
At least two of the customers that learner interacts with must have special needs.
Special needs include the following: physical disabilities, learning disabilities, illnesses, short-term impediments, language background and age based needs. YES/NO
Date Observed
Assessor’s comments
M PL
During the consultation with the customer, learner: 1.
Communicates with each customer to identify at least two of their needs.
☐ YES ☐ NO
Needs refer to the actual product or service that the customer has to be provided with.
For example, if learner is a hotel receptionist and a tourist approaches them, learner can ask the customer “how can we help you?” to gain information on what the customer needs from the hotel. This can be accommodation, food and drink services.
2.
Leads the customer to selecting at least one preference for each need that they identified.
☐ YES ☐ NO
A customer’s preference is a specific option, classification or type that the customer wants out of each product or service that they need.
SA
For example, if a customer needs accommodation, learner can ask the number of people to be accommodated and their preference when it comes to amenities and facilities.
3.
Communicates with each customer to identify at least two of their expectations.
☐ YES ☐ NO
Expectations refer to features or attributes of each product or service that the customer wants. For example, if customer is looking for an accommodation, the candidate can ask about customer expectations from the accommodation. They may ask about the size of the room, food packages they expect, if internet connection is required, etc.
Observation Form Page 6
Version 1.0 Produced 1 August 2022 ©Precision RTO Resources
4.
Identifies customer’s special need. Assessor to specify the special need that learner is addressing:
5.
Identifies customer’s special request.
Date Observed
Assessor’s comments
☐ YES ☐ NO ☐ N/A
☐ YES ☐ NO ☐ N/A
M PL
Special Requests are personal requests made by customers to cater to some of their special needs or for them to have a delightful experience.
YES/NO
E
During the consultation with the customer, learner:
6.
Advice each customer on each of the following that meets their needs: At a minimum, learner must provide advice on ALL of the following: a.
At least one product
☐ YES ☐ NO
Learner must anticipate and identify a product that aligns with the needs that they identified from each customer. For example, if learner identified that customer needs an entrée and drink for their lunch, learner must provide the options for entrée and beverages that are currently available to be served in their organisation.
b.
At least one service
☐ YES ☐ NO
Learner must anticipate and identify a service that aligns with the needs that they identified from each customer.
SA
For example, if learner identified that customer needs a massage service, learner must provide them with the massage options or lead them to the Massage Parlour of the organisation.
Observation Form ©Precision RTO Resources
Version 1.0 Produced 1 August 2022 Page 7
During the consultation with the customer, learner: 7.
YES/NO
Date Observed
Assessor’s comments
Offers the following to each customer based on their primary purchase:
a.
Offers at least two additional services to each customer based on their primary purchase.
☐ YES ☐ NO
M PL
Additional services are the related or complementary services to the primary product or service purchased. A service is related if it belongs to the same family, group, or type as the primary product or service purchased. A service is complementary if it combines in a way as to enhance or support the usage of the primary product or service.
E
At a minimum, learner must offer ALL of the following:
For example, if a customer has booked a hotel room, a meal plan comprising of breakfast and one other meal (lunch or dinner) is offered as an additional product.
b.
Offers at least two additional products to each customer based on their primary purchase.
☐ YES ☐ NO
SA
Additional products are the related or complementary products to the primary product or service purchased. A product is related if it belongs to the same family, group, or type as the primary product. A product is complementary if it combines in a way as to enhance or support the usage of the primary product or service. For example, if a customer has booked a hotel room, an airport pick-up and drop service is offered as an additional service.
Observation Form Page 8
Version 1.0 Produced 1 August 2022 ©Precision RTO Resources
c.
Offers at least two extras to each customer based on their primary purchase. Extra refers to any free product, service, upgrade or gesture offered to the customers to please them and exceed their expectations. It demonstrates the care of the organisation for the customers.
Date Observed
Assessor’s comments
☐ YES ☐ NO
M PL
For example, when customers arrive at the hotel, they can be given a traditional welcome.
YES/NO
E
During the consultation with the customer, learner:
d.
Offers at least two add-ons to each customer based on their primary purchase.
☐ YES ☐ NO
An add-on refers to a secondary product or service sold to the customer as a supplement to the primary product or service. It can be an extended warranty, service plan, any accessory product or a personalised service that can be sold as a supplement to the primary product or service purchased by the customer.
SA
For example, when customers order a meal, they may be offered dessert or a beverage for a dollar.
Observation Form ©Precision RTO Resources
Version 1.0 Produced 1 August 2022 Page 9
During the consultation with the customer, learner: Offers at least one promotional service to each customer based on their primary purchase to promote repeat business.
Date Observed
Assessor’s comments
☐ YES ☐ NO
E
8.
YES/NO
This must comply with the organisational policies for promoting repeat business.
M PL
Promotional services are those services that help promote and spread the word about a product or a service. Learner must offer this service to each customer after checking for them in the organisational computer. Promotional services that learner provides must be within the limits of the promotional services that they can provide in their work role.
For example, if a customer has booked a hotel room for 3 nights or more, a membership card holding special benefits can be offered for free as a promotional service.
9.
Ensures efficient service delivery to customers.
At a minimum, it must include ALL of the following: a.
Update the customer information to maintain the customer profile in the organisational computer.
☐ YES ☐ NO
b.
Promptly provides the identified product or service to the customer.
☐ YES ☐ NO
SA
Prompt refers to the designated organisational timeframe within which the customer must be responded to.
c.
Provides professional service to the customer while advising and offering the identified product or service. At a minimum, it must include ALL of the following:
Observation Form Page 10
i.
Speaks confidently to show they are familiar with the products and services they are discussing
☐ YES ☐ NO
ii.
Refrains from interrupting the customer speaking
☐ YES ☐ NO
Version 1.0 Produced 1 August 2022 ©Precision RTO Resources
During the consultation with the customer, learner: iii.
Uses appropriate facial expressions such as nodding or smiling to show that they are listening
☐ YES ☐ NO
iv.
Speaks in a polite manner
☐ YES ☐ NO
Date Observed
Assessor’s comments
E
d.
YES/NO
Provides personalised service to the customer while advising and offering the identified product or service.
M PL
At a minimum, it must include ALL of the following: i.
Listens to the customer requests carefully.
☐ YES ☐ NO
ii.
Offers tailored product or service as per the customer’s likings, if asked for.
☐ YES ☐ NO
A tailored product or service is a specially customised product or service prepared for the customer.
iii.
Considers organisational policies while offering personalised service.
☐ YES ☐ NO
iv.
Considers customer profile while offering personalised service.
☐ YES ☐ NO
10. Provides service to customer according to their organisation’s customer service standards.
This must correspond with the organisational customer service standards that they accessed for this task.
SA
At a minimum, service that learner provides must align with ALL of the following: a.
Identified individual preferences
customer
☐ YES ☐ NO
Product or service to be delivered must align with the customer preferences that learner identified from each customer.
Observation Form ©Precision RTO Resources
Version 1.0 Produced 1 August 2022 Page 11
b.
YES/NO
Individual special requests Product or service to be delivered must align with the customer’s special requests that learner identified from each customer.
c.
Designated organisational response time
Assessor’s comments
☐ YES ☐ NO ☐ N/A
☐ YES ☐ NO
M PL
Product or service must be delivered in the designated organisational response time.
Date Observed
E
During the consultation with the customer, learner:
d.
Organisational standards
customer
service
☐ YES ☐ NO
Customer service standards are established by businesses to provide procedures and guidelines for employees when dealing with customers.
11. Works closely once throughout the whole process of providing service to customers.
Learner can work closely by sharing their ideas and points of view through open and honest communication. They can ask for help and advice. They must ask for current status and progress made in the process of providing service. Across all instances of providing service to at least four customers, learner must work closely with ALL of the following: a.
At least two team members
SA
Team members include fellow customer-facing staff members and back of the house staff.
☐ YES ☐ NO ☐ N/A
Observation Form Page 12
Version 1.0 Produced 1 August 2022 ©Precision RTO Resources
b.
At least two suppliers Suppliers are other industry businesses that sell products and services to the learner’s organisation. These include suppliers of furniture, toiletries, linen, food ingredients, laundry services, cab services and others.
Date Observed
Assessor’s comments
☐ YES ☐ NO ☐ N/A
M PL
For example, if a customer has booked a cab service for local museum visit through the hotel, learner must work closely with the cab service provider for ensuring that cab arrives on time and customer goes for museum visit comfortably.
YES/NO
E
During the consultation with the customer, learner:
12. Shares customer information with at least two team members, once throughout the whole process of providing service to customers.
☐ YES ☐ NO ☐ N/A
Customer information consists of individual customer details like name, contact details, needs and preferences. Customer information can be shared by communicating it verbally or in written with the team members. This must include at least one of the following:
Check the box that indicates the communication mode used by the learner for sharing customer information with the team member. ☐Face-to-face conversation
SA
☐Telephone conversation ☐Mobile conversation ☐Text message ☐Email
Observation Form ©Precision RTO Resources
Version 1.0 Produced 1 August 2022 Page 13
During the consultation with the customer, learner:
YES/NO
Date Observed
Assessor’s comments
E
13. Takes the following feedback once throughout the process from the customers on the quality of the service provided. Candidate must ask for each type of feedback listed below at least once throughout all the instances that they provided personalised services to customers. Candidate must ask for at least one of each of the following types of feedback: a.
At least one formal feedback
Formal feedback is systematic and structural. It follows a document-based progress. ☐ YES ☐ NO ☐ N/A
M PL
Check the box to indicate formal feedback is collected through: ☐Survey
☐Interview
☐Structured questioning
b.
At least one informal feedback
Informal feedback is not structured but still offers heartfelt and meaningful results. Check the box to indicate informal feedback is collected through:
☐ YES ☐ NO ☐ N/A
☐Observation
☐Casual discussion
14. Uses questioning skills to determine customer needs, preferences and problems and clarify ambiguities. In demonstrating this, learner:
Encourages customers to ask questions
☐ YES ☐ NO
Uses probe questions to get better answers from the customers
☐ YES ☐ NO
SA
Observation Form Page 14
Asks questions to clarify any doubts
☐ YES ☐ NO
Version 1.0 Produced 1 August 2022 ©Precision RTO Resources
Assessor Declaration By signing here, I confirm that I have observed the learner, whose name appears above, communicate, confirm, clear ambiguities and advise customers according to their input about their preferences, needs and expectations.
E
I confirm that the information recorded on this Observation Form is true and accurately reflects the learner’s performance during their completion of the workplace task. Assessor’s signature Assessor’s name
M PL
Date signed
SA
END OF OBSERVATION FORM
Observation Form ©Precision RTO Resources
Version 1.0 Produced 1 August 2022 Page 15