Reference no: EM132958120

SITXCOM005 Manage Conflict

Assessment Task: Workplace observations

For this task your assessor will visit your workplace to observe you interacting with customers. Your assessor will then ask you some verbal questions to confirm your knowledge about workplace requirements and you will need to demonstrate how customer complaints are resolved.

INSTRUCTIONS

Your assessor will arrange a suitable time to visit you in your workplace to observe you interacting with customers, and then afterwards will ask you some verbal questions and demonstrate customer complaint procedures.

During the workplace visit, your assessor will be looking to see that you can:
• Identify customer requirements for two different internal and two different external customer requirements
• Anticipate, determine and confirm customer preferences, needs and expectations by using effective communication, active listening and questioning techniques.
• Advise customers of products and services that meet their needs.
• Promptly provide products and services to customers within designated timeframes.
• Provide a professional yet personalised service to customers to encourage repeat business.
• Use software to access and analyse customer information.
• Offer your customers extras and add-ons, tailor made and/or additional services based on their customer profile.
• Check actioning of any special requests made before customer delivery.
• Liaise with your team members and suppliers to provide services.
• Share information about customers with team members.
• Maintain customer profiles to enhance service delivery.
• Implement and monitor your workplace's customer service practices as outlined in their policies and procedures.
• Act as a positive role model for professional service standards expected.
• Seek formal and informal feedback from staff and customers to improve performance of self and business.

Attachment:- Workplace observations.rar