Author: patronellamaroale

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    1  Discuss Data Analysis and Interpretation   

     

     

     

     

     

     

     

     

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    2  What types of Complaints that some of us are likely to come across when dealing with customers?   

     

     

     

     

     

     

     

     

     

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    3  Why is it important to know your customers’ needs  5 

     

     

     

     

     

     

     

     

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    4  When defining the problem: (with input from yourself and others, what type of questions you should ask?  5 

     

     

     

     

     

     

     

     

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    5  Why is it important that you understand your role in the problem:  5 

     

     

     

     

     

     

     

     

     

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    6  Consider the Planning the implementation of the best alternative   5 

     

     

     

     

     

     

     

     

     

     

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    7  So, What Constitutes Sensational Customer Service?  4 

     

     

     

     

     

     

     

     

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    8  Why are Customer Complaints so important in organizations?  2 

     

     

     

     

     

     

     

     

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    9  What are the Objectives of creating a service plan?  5 

     

     

     

     

     

     

     

  • ASSESSMENT PLAN 

    ASSESSMENT DETAILS 
    Date of Assessment  Option 1  Option 2  Option 3  Option 4 
           
    TIME OF ASSESSMENT 
    Start:    End:   
    VENUE    Contact 

    person 

    		  
    LANGUAGE MEDIUM 

    METHOD OF 

    		  
    METHOD OF ASSESSMENT (please tick off the one to be used) 
    OBSERVATION  ORAL  WRITTEN 
    Simulation    Knowledge test    Knowledge test   
    Product    Interview       

     

    PRE-ASSESSMENT MEETING CHECKLIST 

    ACTION  YES/NO  COMMENTS 
    Set learner at ease; be friendly, polite, and professional.     
    Explain to the learner and agree on the 

    following issues. 

     

    1. The unit standard that will be assessed 
    1. Date, time, venue, and process to be followed during the assessment. 
    1. Summative assessment tools are to be used for the assessment. 
    1. The assessment plan 
    1. Purpose of assessment 
    		    
    Explain to the learner and agree on the 

    role of all involved during the assessment 

    process. 

    		    
    Identify possible barriers and or disabilities 

    of the learner. 

    		    
    Explain the meaning and application of 

    RPL. 

    		    
    Explain, discuss and provide one complete 

    set of the Appeals process documentation. 

    		    
    Explain to the learner when the final results 

    will be available and how feedback will be 

    provided. 

    		    
    Discuss previous assessment results if 

    applicable. 

    		    

     

    I, ______________________________ (initials and surname of learner), DECLARE THE FOLLOWING: 

     

    A copy of the unit standard(s) involved has been given to me before this meeting. I know I will be assessed against the criteria, which have been set to the applicable unit standards. The criteria have been discussed with me, and the procedures and purpose of the assessment have been clearly explained to me. 

     

    I am well aware of the venue, date, and time that I will be assessed. I consider the period given to me to prepare myself for the assessment to be fair. 

     

    I understand clearly that I have the right to appeal against any decision made by the assessor during the assessment of the evidence provided by me, and that I have free access to the appeals procedures attached to this assessment pack. I understand that I have the right to be accompanied by another person during all procedures and that I have free access to the Training Division of SBV’S Health and Safety Procedures- filed at the offices. 

     

     

    		  
    Signature of learner  Date 
  • Activity  Questions Description  Mark 
    9  Dwell on two points that will help Determine Customer Needs.  5 

     

     

     

     

     

     

     

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    10  What is the importance of Interviews and Consumer Panels?  5 

     

     

     

     

     

     

     

     

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    11  Why is it vital that we Provide Information on Customer Needs  5 

     

     

     

     

     

     

     

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    12  What are the Objectives of creating a service plan?  5 

     

     

     

     

     

     

     

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    6  Identify alternatives for approaches to resolve the problem   

     

     

     

     

     

     

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    7  What to Consider When selecting the best approach,  4 

     

     

     

     

     

     

     

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    8  Differentiate between Rational and Organic Approaches to Problem Solving  2 

     

     

     

     

     

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    4  What do you understand about Root cause analysis   

     

     

     

     

     

     

     

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    5  What do you know about your customers?