lawrencedhillon Assessment Task 5: Skills demonstration log Your assessor will do…Assessment Task 5: Skills demonstration log
Your assessor will do the following.
Observe you in a hospitality setting where customers are served.
Use the checklist to observe you using a range of customer service situations.
Use the checklist in conjunction with Assessment 2 Part I.
Observe you over a period of time while you learn and use various skills/tasks.
Ensure that you can consistently perform all tasks multiple times satisfactorily.
Decide when you are competent at all tasks.
You are required to do the following.
Implement and monitor customer service procedures over four service periods.
Consistently perform all tasks multiple times satisfactorily.
Your assessor will submit results of your practical demonstration tasks.
Skills demonstration log example
Your assessor will provide and maintain the skills demonstration log.
Learner name:
Peter Smith
Type of service:
Lunch
Implementation procedures
of quality customer service
M Followed organisational customer service
procedures
M Ensured staff followed organisational customer
service orocecures.
M Used appropriate communication skills with
customers and staff.
Provided quality customer service.
M Ensured quality customer service outcomes.
W Communicated customer service procedures clearly
to staff.
M Acted as a positive role model for professional standards expected of service industry personnel.
Date:
12.5.20XX
No. of customers:
10
Monitoring of quality customer service procedures
Details
M Provided ongoing feedback to staff about
customer needs.
M Provided ongoing feedback about customer
service performance to staff.
M Gained informal/formal feedback from
customers
( Took responsibility for any customer service
issues/dispute resolution.
Assessor feedback
Learner feedback
Communicated customer service procedures to staff and was able to provide ongoing feedback during service period.
Was able to keep on top of customer service issues before they arose by providing feedback to staff.
Session no.:
1 of 4
Satisfactor
Signature
y
M Yes
No
Excellent customer service and communication skills.
Ongoing monitoring of staff during
service.
Skills demonstration log example*
List Details
Learner name =
Date =
Type of service =
No.of customers =
Implementation of quality customer service procedures*=
Monitoring of quality customer service procedures* =
Details*
Satisfactory yes or no
Learner feedback*=
Skills demonstration log example*
Details
Learner name =
Date =
Type of service =
No.of customers=
Implementation of quality customer service procedures*
Monitoring of quality customer service procedures*
Details*
Satisfactory*
Learner feedback*
Skills demonstration log example*
Details
Learner name =
Date =
Type of service =
No.of customers=
Implementation of quality customer service procedures*
Monitoring of quality customer service procedures*
Details*
Satisfactory*
Learner feedback*
Skills demonstration log example*
Details
Learner name =
Date =
Type of service =
No.of customers=
Implementation of quality customer service procedures*
Monitoring of quality customer service procedures*
Details*
Satisfactory*
Learner feedback*
Arts & HumanitiesEnglish
