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Duke College ESTD. 1997 Assessment 2 Unit Code: - SITXCCS008 Unit Name: - Develop and manage quality customer service practices Assessment for this Unit of Details Competency/Cluster Assessment 1 Written Test Assessment 2 Case Study/Observation Assessment 3 Assessment conducted in this instance: Assessment 1 [ 2 [X 30assess if there are u determine if Observations You will be observed over four service periods, how you: A. Implement developed policies and procedures B. Communicate requirements with staff C. Monitor service provisions and manage these efficiently D. Evaluate each service instance and incorporate feedback into the next instance. You are required to write a brief summary for each service instance, clearly outlining: 1. What worked well 2. What needs improvement 3. How you have evaluated each policy you have implemented 4. How was staff involved for the purpose of evaluation 5. How you will implement each identified change required into the following service instance. Provide each summary to your trainer prior to each service instance. Your implementation of procedures and requirements you have identified in each instance will be part of the assessment of your performance. Details of the nature of the major tasks for each service period should be provided in the table below. Instance Date Duration from ... to... Tasks to be Evaluation completed summary What will be completed observed? Service Period 1: Details: Policies and procedures implemented and followed: Service Period 2: Details: Policies and procedures implemented and followed: Service Period 3: Details: Policies and procedures implemented and followed: Service Period 4: Details: Policies and procedures implemented and followed