A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit evaluation of a portfolio prepared by the individual incorporating documents used for the management of customer service summary of research into industry service trends evaluation of the characteristics and needs of the organisation policies procedures customer surveys evaluation of systematic customer service issues and recommendations for change of service practices direct observation using role plays of the individual consulting with and briefing key staff members on customer service practices use of case studies and problemsolving exercises so the individual can identify systemic customer service failures and suggest methods to resolve these use of case studies and problemsolving exercises so the individual can identify systemic customer service failures and suggest methods to resolve these written or oral questioning to assess knowledge of customer service principles consumer protection laws review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.
|