This assessment booklet contains tasks and instructions for the SITXCCS008 Develop and manage quality customer service practices unit of competency. It is designed to assess your underpinning knowledge and ability to apply the principles of quality customer service in a real-world setting. The assessment tasks cover a range of topics, including principles of quality customer service, industry sector standards, roles and responsibilities, sources of information, internal and external environmental changes, methods of customer research, implementing quality service provision, evaluating staff and customer feedback, and assessing the effectiveness of customer service practices. You will be required to complete a variety of written and practical exercises. Instructions for how to complete the assessments are provided within each assessment task in this booklet. Please read this section carefully before commencing the assessment tasks. You must carefully complete EVERY task in this booklet. You must achieve a ‘Satisfactory’ mark for all assessment tasks to be deemed Competent for the unit. If you are assessed as Not Competent, you will be given some suggestions for improvement and asked to redo your assessment. At the successful completion of the assessment tasks, you will have demonstrated your competence against all of the requirements of the unit.
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