Task 4 - Monitor Implementation of Policies and Procedures

ASSESSMENT INSTRUCTIONS

This task will require you to monitor the developed customer service policies and procedures on at least two occasions over four service periods.

STEPS TO TAKE

STEP 1

Access and review the following:

• Customer service plans developed in Workplace Assessment Task 1.
• Customer service policies and procedures developed in Workplace Assessment Task 2

STEP 2

Identify at least four service periods to monitor customer service policies and procedures

STEP 3

Monitor each developed customer service policies and procedures on at least two occasions for over the identified service periods.

Each of the three customer service policies and procedures must be monitored twice across the four service periods.

For each occasion of monitoring each customer service policies and procedures:

STEP 4

Monitor implementation of organisational policies and procedures to ensure the customer service standards are met.

STEP 5

Take responsibility in completing at least two of each of the following:

• Customer service outcomes
• Resolving customer service disputes

STEP 6

Act as a positive role model to guide staff members on customer service expectations.

Submit evidence of acting as a positive role model for staff membersSelect which of the evidence below you wish to submit:

Email correspondence with feedback from staff members

Copies of completed leader feedback forms by staff members

Email correspondence with feedback from staff membersClick the Select File(s) button to submit files.

Select File(s)

STEP 7

Complete a customer service monitoring report based on findings of monitoring.

Use your organisation's template for monitoring policies and procedures. You may also use the Customer Service Monitoring Report template provided.

Will you use your organisation's template?

Yes, I will use my organisation's template

No, I will use the Assessment's template

Submit Customer Service Monitoring ReportClick the Select File(s) button to submit files