Assessment-6 SITXCCS007 ENHANCE CUSTOMER SERVICE EXPERIENCES SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES SITXCOM005 MANAGE CONFLICT Student Must Fill this SectionStudent Name: Student ID: Term: Year: Privacy Release Clause:“I give my permission for my assessment material to be used in the auditing, assessment validation & moderation Process”.Authenticity Declaration:“I declare that:Student Signature: Date: Assessment Outcome Assessor … Continue reading “SITXCOM005 MANAGE CONFLICT | My Assignment Tutor”
Assessment-6 SITXCCS007 ENHANCE CUSTOMER SERVICE EXPERIENCES SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES SITXCOM005 MANAGE CONFLICT Student Must Fill this SectionStudent Name: Student ID: Term: Year: Privacy Release Clause:“I give my permission for my assessment material to be used in the auditing, assessment validation & moderation Process”.Authenticity Declaration:“I declare that:Student Signature: Date: Assessment Outcome Assessor Name:AttemptSatisfactory Not Yet SatisfactoryDateAssessor Signature Initial attempt 2nd attempt/Re-assessment Information for Student: General Information for this assessment: Re-assessment of Result & Academic Appeal procedures: If a student is not happy with his/ her results, that student may appeal against their grade via a written letter, clearly stating the grounds of appeal to the Chief Executive Officer. This should be submitted after completion of the subject and within fourteen days of commencement of the new term. Re-assessment Process: will delegate another faculty member to review the assessment. The cost of reassessment will be borne by the Institute. The external assessor will base his/her judgement based on principles of assessment. These principles require assessment to be reliable, fair, practical and valid. Academic Appeals: Student Support Officer, Western Sydney College (WSC), 55 High St, Parramatta NSW 2150, Email: info@wsc.nsw.edu.au Comments/Feedback to Students Assessment Task 6: Evaluation Task summary Resources and equipment required to complete this task When and where should the task be completed? What needs to be submitted? Updated policies and procedures and email to employees. Instructions Part A Background information Post-follow up customer feedback indicated that the customers from role plays 1, 2 and 4 were happy with the final outcomes and the way the situations were handled. Other feedback gathered indicates that 80% of customers are very satisfied with customer service and there were no other complaints made during the period. You have identified that the staff need training in how to manage conflict more effectively with each other and you would also like to provide them with training on how to deal with aggressive customers after the incident that happened earlier this month. Part B Assessment Task 6: Evaluations Part A Part B ¨ Not Satisfactory ¨ ¨ Not Satisfactory ¨ ¨ Not Satisfactory ¨
