Frontier Training & Technology Assessment Report

The provided document appears to be a Frontier Training & Technology Assessment Report, likely intended for students or professionals in the field. The report contains evidence from the 2nd stage of a program and requires verification by an authorized trainer. It seems to be a critical component of a larger training or certification process.

SITXCCS007
Enhance customer service experiences
THIRD
PARTY
REPORT
RPL PROCESS: Please read the following
instructions before
completing this form
1. RPL applications are
made using
Application for RPL
form. This form is
designed to map the
student’s education,
training, life and work
competencies to the
elements required of
the unit and collect
the required
evidence to prove the
competencies.
2. The following
sections of the form
must be completed
by the applicant:
 Element
Mapping &
Evidence
 Skills
Mapping &
Evidence
 Knowledge
Mapping &
Evidence
 Required
Evidence
Mapping
 Evidence List
3. Describe how you
meet the stated
criteria, skill or
knowledge. Evidence
is required for all
elements, skills,
knowledge and
required evidence.
Attach this evidence
to this form and refer

SITXCCS007
Enhance customer service experiences
THIRD
PARTY
REPORT
to the attachments as
“Attachment A”,
Attachment B” etc.
4. This form along with
the required
evidence is to be
submitted directly to
the assessor or to
Frontier Training &
Technology via mail
to 735 Pascoe Vale
Road VIC 3046 or via
email to
5. An appointed
assessor will assess
the RPL application
and the evidence
provided.
6. The assessor will
make an
appointment to
review the RPL
application form and
the evidence
provided with the
learner, gathering
more evidence if
required. The
assessor will provide
feedback to the
learner on the
outcome of the RPL
application
immediately.
7. If successful, a copy
of the RPL application
will be stored with
the student file and
the RPL decision will
be reflected on the
training plan and
student records.
8. Students may use the
Complaints and
Appeals Policy and

SITXCCS007
Enhance customer service experiences
THIRD
PARTY
REPORT
Procedure if
dissatisfied with the
outcome of the RPL
application.
Privacy Statement
Personal information is
collected solely for the
purpose of operating as a
Registered Training
Organisation under the
Australian Quality
Training Framework
administered by the
Victorian Government
who are the registering
authority. The
requirements of the
registering authority may
require the release of
your personal information
for the purposes of audit.
Under the National
Privacy Principles, you can
access personal
information held on you
and you may request
corrections to
information that is
incorrect or out of date.

SITXCCS007
Enhance customer service experiences
THIRD
PARTY
REPORT
RPL UNIT:
Unit:SITXCCS007 - Enhance customer
service experiences

SITXCCS007
Enhance customer service experiences
ELEMENT
MAPPING &
EVIDENCE:
Element / Performance Criteria
Description
(Describe what you do to meet
this criteria, work, education,
experiences etc.) (your
explanation must cover a
situation, location, job type and
outcome of the action)
Third Party Report (Please
comment on the student’s
description)
Explain a scenario where the candidate provides a
full description of quality service experience. Please
include the following in the scenario:
1.1. Determine and confirm customer preferences,
needs and expectations.
1.2. Advise customers about appropriate products
and services to meet their needs.
1.3. Anticipate customer preferences, needs and
expectations throughout the service experience.
1.4. Promptly provide products and services with
professional and personalised service to meet
individual preferences.
1.5. Offer extras and add-ons and provide tailored
and additional products and services.
1.6. Check actioning of special requests before
customer delivery.
1.7. Liaise with team members and suppliers to
ensure efficient service delivery.
1.8. Share customer information with team
members to ensure quality service.
I have to know about needs,
preferences and expectations of
clients for this purpose I can
conduct a survey. By knowing
buyer's wants, I can easily satisfy
their demands. I can apply
customer relationship
management tools. Additionally,
if I provide extra services to
buyers then it can easily attract
numerous people. I can take
feedback from consumers to
know about effectiveness of
products. I will share essential
data with group individuals so
that they can enhance and
maintain quality of their goods.
As a result, I can easily improve
revenues for my company.
Priority customers’ information
must be shared with team
members so that customised
services can be provided to them
if required.
He has an ability to
determine needs and
wants of buyers and for
this he is perfectly use
adequate tools.
Explain a scenario where the candidate responds to
difficult service situation. Your response must
address the following key points:
2.1. Identify problems with products and services
and take immediate action to address before
provision to customer.
2.2. Anticipate delays in product and service
provision and regularly update customer on
expected outcomes.
2.3. Advise customers of alternative products and
services.
2.4. Proactively compensate for service difficulty in
line with own level of responsibility and
organisational policy.
2.5. Provide ongoing internal feedback on service
issues and suggest improvements.
I have to resolve issues
immediately which is associated
with products and services. With
assistance of social sites, I can
inform clients of organisation
about their goods and services
and if there are any substitute
products then also I need to
inform about it to consumers.
Example: tea and coffee. I can
improve existing items of firm to
enhance sales. After sales
services must be provided
promptly as and when required
so as to enhance company’s
He is able to resolve
problems of association in
an effective manner and to
increase sales of goods,
firm can enhance
effectiveness of their
products. Along with this,
they can develop policies
also.

SITXCCS007
Enhance customer service experiences
reputation and together with
that improvement if required can
be suggested.
Describe a scenario where the candidate resolves
customer’s complaints. Your response must
address the following key points:
2.1. Provide opportunities for input of team
members into planning, decision making and
operational aspects of work team
2.2. Encourage and support team members to take
responsibility for own work and to assist each
other in undertaking required roles and
responsibilities
2.3. Provide feedback to team members to
encourage, value and reward individual and
team efforts and contributions
2.4. Recognise and address issues, concerns and
problems identified by team members or
refer to relevant persons as required
2.5. Model expected behaviours and approaches
If I am working into teams then it
is required for me to develop
plans and in addition take
decisions appropriately. It is must
to give responsibility to every
member as per their skills. I can
give them feedback or rewards to
subordinates in order to motivate
them. Additionally, all problems
of customers must be resolved
within a specific period of time.
Along with this employees’ issues
in relation to any client must be
identified and resolved quickly by
referring to concerned person.
He has an ability to create
strategies to take
judgements appropriately.
Along with this, by
providing rewards to staff
members he can motivate
them towards work.
Describe a scenario where a candidate a
successfully participated in and facilitated work
team? Your explanation must address the following
key points:
3.1. Use questioning techniques to establish and
agree on nature, possible cause, and details of the
complaint.
3.2. Assess impact on customer.
3.3. Take responsibility for resolving complaints in a
professional manner and using communication
techniques to assist in their management.
3.4. Determine options to resolve complaints and
promptly analyse and decide on optimal solutions,
taking organisational constraints into account.
3.5. Act swiftly to resolve complaints and prevent
escalation, in consultation with customer and to
customer satisfaction.
3.6. Turn complaints into opportunities to
demonstrate high quality customer service.
3.7. Provide internal feedback on customer
complaints and feedback and required follow-up in
order to avoid future occurrence.
3.8. Review and evaluate complaints and solutions
to enhance response to future issues.
I have to resolve complaints of
consumers in details through
knowing them, for this I can use
some techniques or methods and
provide satisfaction to buyers. I
can identify various solutions of a
single issue and opt for best one.
by solving problems within time
limit, company can satisfy needs
of their customers. To reduce
problem in future, I can acquire
feedback from their clients and
for this purpose I can utilise
social sites such as Facebook. If
any major issue occurs then I can
determine an effective solution,
as a result I can easily improve
goodwill of organisation at
marketplace.
He is much able to identify
issues of clients and to
know it more
appropriately, he takes
feedback from them.
Describe a scenario displaying a proper develop of
relationship with a customer. Your explanation
must address the following key points:
4.1. Promote repeat business by offering
promotional services according to individual
I have to develop an adequate
relationship with clients. For this
purpose, I can develop some
strategies. Along with this, I can
save data of clients to improve
He has an ability to keep
up records of their buyers,
as a result he will easily
increase revenues for
company.

SITXCCS007
Enhance customer service experiences
empowerment and organisational policy.
4.2. Maintain customer profiles to enhance service
delivery.
4.3. Provide personalised service to customers in a
professional manner that builds repeat business.
4.4. Provide tailored products and services based on
customer profile.
service delivery. To improve
customer base, I can enhance
efficiency of existing products
and can launch new items for
purchasers. It will assist to
increase their market share.
SKILLS MAPPING
& EVIDENCE: Required Skills
Description
(Describe what you do to meet
this skill, work, education,
experiences etc)
Third Party Report (Please
comment on the student’s
description)
Did the candidate at all times demonstrate reading
skills to:
o Interpret organizational policies and
procedures.
Did the candidate at all times demonstrate writing
skills to:
o Record entries in customer service records.
Did the candidate at all times demonstrate oral
communication skills to:
o Use probe questioning to determine customer
needs, preferences and problems; clarify
ambiguities; and adequately understand
customer complaints
Did the candidate at all times demonstrate
numeracy skills to:
o Calculate the cost of products and services,
estimate profitability, and consider the cost of
customer compensation
Did the candidate at all times demonstrate problem-
solving skills to:
o Determine adequate and appropriate
compensation for service or product difficulty.
Did the candidate at all times demonstrate technology
skills to:
o Use computers and databases that manage
customer profiles and promotional activities
KNOWLEDGE
MAPPING &
EVIDENCE: Required Knowledge
Description
(Describe what you do to meet
this knowledge, work, education,
experiences)
Third Party Report (Please
comment on the student’s
description)
 Principles and benefits of enhanced

SITXCCS007
Enhance customer service experiences
customer service experiences and positive
communication
 Techniques to anticipate customer
preferences, needs and expectations
throughout the service experience conflict
resolution techniques
 Methods for enhancing service delivery in
response to staff and customer feedback
 Procedures for responding to the following
common customer complaints
 methods of compensating dissatisfied
customers
 awareness of special needs, customs and
practices of various social and cultural
groups of customers
 Various methods of collecting feedback
 essential features, conventions and usage
of different types of communication
techniques and equipment
REQUIRED
EVIDENCE
MAPPING:
Required Evidence
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,
A
,
B
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C
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EVIDENCE LIST: ATTACHMENT as collected
during the 2nd stage
DOCUMENT TITLE V
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SITXCCS007
Enhance customer service experiences
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EVIDENCE
VERIFICATION:
THIS SECTION IS TO BE
COMPLETED BY AN
AUTHORISED FRONTIER
TRAINING &
TECHNOLOGY ASSESSOR
ONLY

SITXCCS007
Enhance customer service experiences