Customer Service Practices and Laws

This assignment focuses on evaluating the effectiveness of customer service practices. It delves into methods for gathering customer feedback, exploring industry-recognized schemes and accreditation processes aimed at enhancing customer service. Furthermore, it examines consumer protection laws relevant to customer service, outlining objectives, components, and key details.

SITXCCS008
Develop and manage quality customer service practices
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
 Knowledg
e
Mapping
&
Evidence
 Required
Evidence
Mapping
 Evidence
List

SITXCCS008
Develop and manage quality customer service practices
THIRD
PARTY
REPORT
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 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,
Glenroy 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

SITXCCS008
Develop and manage quality customer service practices
THIRD
PARTY
REPORT
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 Procedure if
dissatisfied with
the outcome of
the RPL
application.
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Quality Training
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Under the National
Privacy Principles, you

SITXCCS008
Develop and manage quality customer service practices
THIRD
PARTY
REPORT
can access personal
information held on
you and you may
request corrections to
information that is
incorrect or out of
date.

SITXCCS008
Develop and manage quality customer service practices
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)
Explain a scenario where the
candidate has successfully developed
quality customer service practices.
Your response must address the
following key points:
1.1 Obtain information on
customer needs, expectations
and satisfaction levels using
both formal and informal
research.
1.2 Provide opportunities for
customers and staff to give
feedback on products and
services.
1.3 Review changes in internal and
external environments and
integrate findings into planning
for quality service.
1.4 Provide opportunities for staff
to participate in development
of customer service practices.
1.5 Develop policies and
procedures for quality service
provision.
My first priority is to satisfy the
customers needs and wants by
providing them good quality
services and products at
reasonable cost. My I will
provide good services to
customers then it will be helpful
to me. I analyse their needs
through conducting research on
them. Customer’s feedback is
the most important aspect for a
business. After providing
services I take review from
customers to know about the
quality and use of products. If
there will be any change in
existing products, then in this
case, I try to change by adopting
new technology to improve the
quality of existing products or
for adding some new features.
For providing high quality
products,I prepare plan in a
proper structure.
Describe a scenario where the
candidate has managed delivery of
quality service. Your response must
address the following key points.
2.1 Communicate policies,
procedures and expectations to
staff.
2.2 Make policies readily available
to customers and staff.
2.3 Monitor customer service in
the workplace to ensure
standards are met.
2.4 Initiate staff training to
enhance customer service.
2.5 Take responsibility for service
outcomes and dispute
resolution.
2.6 Act as a positive role model for
professional standards
expected of service industry
I prepare plans and also
formulate policies and after
making it I communicate my
plan to my team members. I
regularly monitor and control
the customer service and I
assure that it meets with the
standards or not. I used new
and latest technology to
provide services to customers
quickly. I always try to fulfil the
needs of customers. If at
workplace, there is any kind of
dispute arise, then I try to
resolve and create a positive
working environment. I work on
creating a positive role to
develop a healthy working
environment and to improve the
role of people. I always think
positive and also set some

SITXCCS008
Develop and manage quality customer service practices
personnel. professional standards in service
industry.
Describe a scenario where the
candidate has successfully monitored
and adjusted customer service. Your
explanation must address the
following key points:
3.1 Seek ongoing feedback from staff
and customers to improve
performance.
3.2 Assess effectiveness of customer
service practices.
3.3 Identify systemic customer
service problems and adjust
policies and procedures to
improve service quality.
3.4 Develop, document and
communicate new approaches
to customer service to staff
involved in service delivery.
I take feedback from customers
after providing services or
products to them. With the help
of taking review, I can make
improvement in my services and
working abilities. By providing
high quality products and
satisfying the needs of
consumers, I can measure the
effectiveness and efficiency of
customer service. If customer
has some problem then, I try to
solve it out in a systematic way
and I also prepare a procedure
and policies for improving the
service quality. With the help of
developing and adopting
different approaches such as
emails or through social sites I
can reach the services to
customers and also
communicate with them.
SKILLS
MAPPING &
EVIDENCE: Required Skills
Description
(Describe what you do to meet
this skill, work, education,
experiences etc.)
Did the candidate at all times
demonstrate reading and writing
skills to:
o Interpret customer service
surveys and unfamiliar complex
documents on current industry
trends and changes that affect
service delivery
o Research customer service
requirements
o Produce comprehensive yet
easily accessible policies and
procedures that provide service
expectations
Did the candidate at all times
demonstrate oral communication
skills to:
o Discuss customer service needs
with staff and customers
Did the candidate at all times

SITXCCS008
Develop and manage quality customer service practices
demonstrate the numeracy skill
to:
o Calculate and interpret customer
satisfaction statistics and
business performance data
Did the candidate at all times
demonstrate learning skills to:
o Contribute to change
management in workplace
customer service
Did the candidate at all times
demonstrate problem-solving skills
to:
o Allow for a rational and logical
evaluation of the characteristics
and needs of the organisation in
order to design tailored
customer service practices
Did the candidate at all times
demonstrate planning and organizing
skills to:
o Plan for, establish and regularly
monitor all components of the
customer service system
Did the candidate at all times
demonstrate self-management skills
to:
o Take responsibility for customer
service outcomes
Did the candidate at all times
demonstrate technology skills to:
o Use software to analyse customer
satisfaction data
KNOWLEDGE
MAPPING &
EVIDENCE: Required Knowledge
Description
(Describe what you do to meet
this knowledge, work,
education, experiences)
 Principles of quality customer
service
 Professional service
standards for service industry
personnel
 Attitudes and attributes
expected by the service

SITXCCS008
Develop and manage quality customer service practices
industries to work with
customers
 Roles and responsibilities of
management, supervisors
and operational personnel in
providing quality service
 Sources of information on
current service trends and
changes that affect service
delivery
 Internal and external
environmental changes and
their effect on planning for
quality customer service
 Methods of formal and
informal customer research
 Methods of implementing
quality service provision
 Methods of assessing the
effectiveness of customer
service practices
 Methods of obtaining
feedback from customers
 Industry schemes,
accreditation schemes and
codes of conduct aimed at
improving customer service
 Objectives, components and
comprehensive details of
consumer protection laws
that relate to customer
service
H
I

SITXCCS008
Develop and manage quality customer service practices
J
K
RPL ASSESSMENT
RESULTS:
Evidence
Verified
Result
Comments
(if unsatisfactory
result)
Not Satisfactory
Element 1  
Element 2  
Element 3  
Required Skills  
Required Knowledge  
Required Evidence  
RPL Assessment
Outcome? Granted
 Not Granted 
Feedback to learner: