Assignment:
Learner assessment guide and evidence This assessment requires you to monitor staff performance, provide supportive feedback and guidance for improving performance conduct, and conduct a performance appraisal, formal counselling and training session. You are required to do the following.
• Complete all tasks in Scenarios 1, 2 and 3 in Assessment D.
• Read the scenarios and answer the questions. Scenario 1 You are Sophie's manager. Recently, you received feedback from other members of the team that her attitude toward customers is below organisational service standards. One team member described her as slow to offer assistance, unhelpful when she does and quick to pass the customer on to someone else if they require anything more than basic products or services.
Task: Monitor performance
Answer all the questions.
Q1: What are service standards? These are company's rules or guidelines that inform and shape the customer's relationship with the business at every step throughout the customer experience.
Q2: Where are an organisation's expected service standards formally documented? They are stored in a Documentation standards software.