SITXCCS501 – Manage Quality Customer Service

Activities
SECTION 1: DEVELOP QUALITY CUSTOMER SERVICE PRACTICES

Activity 1
1. Explain the difference between internal and external customers. Give examples of both.

Internal—anyone within the organisation to whom you pass on work or information—receptionist,

secretary, manager, accountant, production workers etc.
External—people who purchase your product/ service; who are not employed or involved in the
organisation—suppliers, clients etc.

2. Should internal customers receive the same service as external customers? Why?

Internal customers want the same things that external customers do—courteous, friendly, timely service
and high product quality.

3. How does product and service quality offered by suppliers impact on the product/ service quality offered to
customers?

Suppliers must provide good quality products and timely, efficient service. If they do not then the product
and service you are able to offer your customers will suffer. Obviously if suppliers are not reliable and
consistent then you will look for new suppliers. Your customers also expect relativity and consistency from
you also. If it does not happen, they too, will look elsewhere.

4. Why do you need to clearly understand customers’ needs?

The customer pays your wages. If you do not find out what the customer’s needs are and cater for those
needs they will take their purchasing dollars to your competitors.
The true measure of enterprise success is the level of customer satisfaction. Customers whose needs are
neither understood nor met will purchase from your competitors (who will find out what their needs are and
will meet them). If you do not have customers you will have no business and, of course, no wages. Every
single customer contributes to the success and profitability of the business.

Activity 2
1. What is the purpose of a customer survey?

If designed and worded correctly, they provide current and useful information that enables an organisation
to improve products and services to meet needs.

2. Why is it necessary to collect feedback from customers, suppliers and stakeholders?

You must make all necessary efforts to find out what your customer’s needs are and how they change. If you
do not know then how can you possibly expect to meet them?

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Activity 3
1. Although the key indicator of Japanese marketing success in the motor vehicle manufacturing and other
industries is their customer focus, there are other contributing factors. What do you think they are?

Commitment to continuous planned improvement.

Commitment to detail and to quality control.
Cultural factors contributing to a desire to add comfort and extras that will entice people.
Support for workers (for example, crèches, housing etc).
Also for consideration are:
 a quality-based work ethic and work culture e.g. Faithful to employer
 a work culture of working long hours
 jobs for life rather than short-term contracts
 a culture of small, economical and efficient rather than bigger is better—this
translates to quality rather than quantity

2. Briefly outline the ways in which a service organisation of your choice uses market research to identify and
pursue opportunities to enhance the quality of their service and products.

Answer is dependent on learner’s choice of service organisation and their uses of market research.

For example, learners might identify that market research is used to refine existing products and
service, develop new products and services, influence pricing, and to develop a competitive edge. It
might also be used to identify emerging trends and even identify potential training needs.

3. What are the benefits of integrating market research findings into planning for quality service?

The planning function of the organisation should be designed around the concepts of constant innovation,
adaptability, flexibility and the development of organisational skills enabling everyone to predict and pre-
empt change.

Customer focus means that the organisation includes customer service and measures of customer service in
their projected plans—in their employees’ job descriptions and in the KRAs and KPIs for the organisation.
In doing this they make their intentions known—to their suppliers, employees and to customers.

Products/ services will be structured around customer interests and around the recognised necessity for
building effective internal supplier–customer chains. Management processes and systems will support the
building and maintenance of internal and external relationships/ networks, which rely on constant
feedback and information sharing and will provide encouragement and reward systems for employees who
deliver excellent customer service.

Customer-driven organisations will succeed in a competitive market because they use research and
knowledge of their customers to design products and processes that the customer wants and will pay for.

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Activity 4
Why should managers provide opportunities for staff to participate in the development of customer service
practices and what format could those opportunities take?

 team members will have the most contact with customers and will therefore be able
to provide the most information about customer satisfaction with the service
experience
 team members are constantly in contact with customers and can question customers as
to their satisfaction with the service experience provided by the organisation and its
staff
 oftentimes customers will volunteer information when dealing with team
members without being prompted
 Management within an organisation can capture feedback from relevant team
members through a variety of mechanisms, such as:
 holding forums with team members to engage ideas
 feedback hyperlinks on intranets which outline specific detail that is required
for feedback to be useful
 email drop boxes which are commonly utilised as a quick way of capturing an idea
 focus groups (groups of staff are brought together to solve a particular issue)

Activity 5
1. Outline the steps involved in developing policies.

1. Identifying needs—establishing the reason why a policy needs to be developed.

2. Gathering information—researching legislation, regulations, best practice etc to gather as
much information as possible about the issue to be addressed by the policy.
3. Consulting—identifying and consulting with stakeholders impacted by the issue.
4. Drafting—preparing draft versions of the policy document and circulating these to
stakeholders, including senior management, for comment.
5. Implementing—gaining approval and endorsement for the policy and communicating it to
all relevant personnel.
6. Reviewing—regularly reviewing policies to ensure they do not become out of date, unclear
or inconsistent with other policies.

2. What considerations should be taken into account when assigning responsibilities in policy documents?

Policy documents should nominate job roles, rather than individuals, with responsibility for the
actioning, monitoring and review of policies as the holders of job roles can change.
Consideration must be given to the level of authority delegated to each job role to ensure that
responsibilities are commensurate with the level of authority.

3. Use the internet to source a quality service policy or procedure from a service organisation. Review the
policy and prepare a brief commentary on:

a. The intent of the policy.

b. Its links to regulations and other policy documents held by the organisation.
c. The scope of responsibilities covered in the policy.
d. Recommendations for improvements to the policy document.

Responses will vary depending on the learner’s choice of service organisation and policy document but
response should demonstrate the learner’s ability to interpret policy documents.

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SECTION 2: MANAGE THE DELIVERY OF QUALITY SERVICE

Activity 6
1. The responsible service of alcohol aims to provide consumers with safer venues that are committed to
practicing harm-minimisation techniques. Currently, mandatory training in relation to the responsible sale,
supply and service of alcohol covers duty of care, standard drink measures, harm minimisation, refusal of
service, the effects of alcohol, juveniles, identifying intoxication and conflict resolution.

Identify appropriate method/s for distributing information on a hypothetical change to mandatory training
requirements for bar staff in relation to the responsible service of alcohol.

Appropriate methods for distributing information on a change to mandatory training requirements for bar
staff in relation to the responsible service of alcohol include:
 advise bar staff of changes at team meetings
 send letter to all staff advising of new requirements with return slip acknowledging they have
read and understood the letter
 include information of new requirements with payslips
 place posters about new requirements in common areas such as lunchrooms
 record note in daily communication book

2. Research an organisation in the hospitality, tourism or travel industries and develop a list of the policies
and procedures they have made available to customers and the method they have chosen to do this.

Responses are dependent on the learner’s choice of organisation.

For example, Virgin Australia lists a number of policies on their website including:
 privacy
 sustainability
 conditions of carriage

Activity 7
A number of strategies for monitoring the progress of achieving product and/or service targets and standards
have been discussed in the text. Which of these strategies do you consider to be the most useful? Why?

1) Analysing and assessing sales figures and product/ service turnover.

2) Keeping a close eye on the internal supplier–customer chain.
3) Monitoring KPIs and KRAs.
4) Observing and assessing the attitudes among customer service representatives.
5) Holding meetings to collect information and discuss issues related to customer interactions.
6) Collecting quantitative data to monitor performance.
7) Collecting and analysing qualitative data about customer service performance.
8) Observing face-to-face service situations.
9) Reviewing email for consistency and core values.
10) Checking on the type of information that service personnel provide to customers.
11) Encouragingself-monitoring and self-management of quality customer service by employees.
12) Collecting feedback from the organisation’s service.
13) Using mystery shoppers.
14) Benchmarking against competitors and best practice organisations.
15) Product testing.
16) Focus groups.
17) Government statistics.
18) Market research.

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Activity 8
1.Develop a questionnaire to identify the customer service training needs of workers responsible
for administration in a hospitality, travel or tourism business. Upload your questionnaire for
assessment.

The format of the questionnaire to identify the training needs of workers responsible for administration in
hospitality, travel or a tourism business will vary, but should include as a minimum:
 list of required customer service skills/ knowledge for the role
 response options, eg competent or training required
 priority for training
 opportunity to include comments

List of required customer service skills/ knowledge for the role should include, but not be limited to:
 customer service responsibilities of workers
 customer service responsibilities of employer
 role of customer service specialists such as customer relations manager
 understanding compliance
 workplace customer service policies and procedures:
 customer compensation
 loyalty programs
 pricing and service guarantees
 refunds and cancellation fees
 emergency evacuation
 first aid arrangements
 customer complaints

2.What should be considered when organising internal training for staff on customer service policies,
procedures and expectations?

 what staff need to learn

 the number of workers involved
 timeliness of providing the updated information
 minimise the impact of information sessions on the day-to-day operation of the business
 relevance, accuracy, and currency of material
 quality of written material
 need for supporting documentation
 recordkeeping

3.Research training providers suitable to deliver customer service training in your state/
territory. Provide details of one provider including their area/s of expertise and justify why you
would use this provider to deliver customer service training.

Responses are dependent on learner’s choice of training provider but should include their area/s of expertise
and justification for why they would use this provider to deliver customer service training.

For example, the Customer Service Institute of Australia (CSIA):

The CSIA was founded in 1997 and is dedicated to the professional development of organisations and
individuals in customer service. CSIA delivers frontline customer service training plus Certificates and
Diplomas in Customer Service Management for team leaders and senior customer service managers.
CSIA publishes the monthly Customer Service Excellence magazine and celebrates CSIA’s official National
Customer Service Week in October each year.

Activity 9

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Research two management roles in the hospitality, travel or tourism industries and write a brief overview of
the service outcomes and dispute resolution responsibilities for each position. Identify the skills, knowledge
and personal qualities required to manage service outcomes and dispute resolution for each position.

Restaurant manager is responsible for:

 all aspects of the operations of the designated dining areas
 ensuring that every guest receives a premium experience
 designing and implementing strategies to effect improvement, and establish
strong relationships with all clients

Skills, knowledge and personal qualities include:

 knowledge of current food, beverage and service trends with an innovative approach
 a proven ability to form strong and productive relationships with members and
their guests
 superior problem-solving and analytical skills with the ability to work through
complex issues, and guide and coach others in the resolution of problems
 outstanding leadership skills and the ability to lead and direct a team of casuals

Activity 10
1.Why is it necessary for managers to act as positive role models for professional standards
expected of service industry personnel?

Staff will not automatically know the professional standards expected of service industry personnel. They
will need to be taught this. They will learn a great deal from watching their manager or team leader role
model these behaviours. Managers and team leaders act as models upon which staff will base their own
service strategies and as coaches to help staff develop their skills in customer service.

2. What is coaching?

Coaching is the process where one individual (the coach), works with another individual (the trainee) to
focus on achieving better outcomes for the trainee. Coaches can help staff to develop customer service skills.
While coaching does not meet the requirements of formal training, it is, in many circumstances, more
effective in passing on skills.

3.What characteristics do you think a good model or coach would have when it comes to developing
team members’ professional service standards?

Other characteristics might include:

 being patient
 the ability to explain technical terms in plain English
 a person who is energetic and enthusiastic
 a person who is encouraging and supportive
 being knowledgeable and committed to improving their coaching
 a person who is caring and interested in the team member’s growth

SECTION 3: MONITOR AND ADJUST CUSTOMER SERVICE

Activity 11

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What are the benefits of seeking ongoing feedback from staff and customers and using it to improve customer
service performance?

Through feedback from staff and customers, employers and managers can become more aware of customer
service issues experienced by both parties. Workers and customers can also provide suggestions about how to
solve customer service problems that affect them and contribute to continuous improvement processes.
When stakeholders such as customers and staff are involved in policy development, decision-making
and assessments this leads to increased loyalty and support for organisational goals which, inevitably,
affects productivity.

Consultation and involvement also motivates stakeholders to improve and to contribute to continuous
improvement. It indicates organisational respect for the opinions and experience of workers and customers.
Workers are often the people who know the job, the job conditions and the issues best. Workers are also the
people who are potentially at risk from disgruntled customers and, therefore, should be entitled to an opinion
on how customer service programs will be designed, developed, monitored and evaluated.

Consultation with managers and stakeholders also facilitates determining customer service priorities for the
organisation as they will generally be aware of the operational requirements of the business, required and
recurring training needs, and the training needs of individual team members.

Activity 12
1.Analyse the results of a customer satisfaction survey from a service industry organisation of your
choice. Use the survey results to assess the effectiveness of the organisation’s customer service
practices and identify any apparent systematic customer service problems. Prepare a brief report
of your findings and recommendations. Upload your report for assessment.

Responses are dependent on the results of the customer satisfaction survey and service organisation
selected by the learner.
Responses should demonstrate the learner’s ability to analyse and interpret survey results data and identify
improvement opportunities. Responses should also demonstrate learner’s problem-solving skills.

2.How can an organisation make decisions to overcome problems and to adapt customer services,
products and/or service delivery?

1) Identify problem and issue symptoms.

2) Identify root causes.
3) Gather data and consult with the necessary personnel.
4) Analyse data.
5) Develop problem solutions to be taken.
6) Analyse risks.
7) Select the solution to be implemented.
8) Implement the solution.
9) Monitor the effects of the solution.

3.How can an organisation manage customer service records, reports and recommendations within
the organisation’s systems and processes? How is this information used? How could the
information be used to greater effect?

Recorded data can:

 Contribute to product/ service design.
 Contribute to all organisational planning processes.

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 Be used to measure variation.

 Be used to measure outcomes—levels of customer satisfaction.
 Be used to make improvement recommendations.
 Identify problemsor issues.
 Aid in developing problem solutions.

Recorded measurements might relate to:

 Percentage of products meeting customer specifications (acceptables)—internal
and external.
 Percentage of services meeting customer specifications (acceptables)—internal
and external.
 Customer responses to product/ service bundles.
 Market positioning of products/ services.
 Percentage of rejects from internal customers.
 Percentage of waste and rework (also an efficiency measure).
 Degree to which service delivery complies with predetermined and agreed standards.
 Recording and analysing this information is intended to help build quality into
the process and into the production of products/ services at all points.

Activity 13
1.Why should managers identify improvements to customer service procedures and communication
protocols in consultation with relevant personnel (ie frontline staff)?

Frontline staff often have a clearer idea than management as to whether customer service procedures or
communication protocols are working. They are on the front line and they are the ones who have to
implement the procedures/ protocols of the organisation. They will often have ideas as to how procedures/
protocols can be improved. For these reasons, it is a good idea to seek the input of staff when reviewing
customer service procedures and communication protocols.

2.Review a customer service policy from a hospitality, tourism or travel organisation of your choice.
Provide a brief overview of the intent of the policy and make recommendations on any
adjustments that could be made to improve service quality. If your recommendations were to be
accepted by the organisation, how could you communicate these recommendations to service
delivery staff?

For example, Air New Zealand’s customer service plan covers these elements:
 lowest fares
 delivering baggage on time
 accommodating passengers with disabilities and special needs
 lengthy tarmac delays
 overbooking and denied booking
 compensation levels for flights originating at a US airport
 website information
 notification of changes to your travel itineraries
 responsiveness to customer complaints and compliments
 flight cancellations and misconnections

Learners should provide an overview of each aspect of the customer service plan and make
recommendations based on the content.

Methods for communicating changes to staff are dependent on the recommendations but could
include via email, at team meetings, information kit, etc.

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Written / Oral Questions

1.Customer satisfaction surveys can be used to monitor, measure, and evaluate customer satisfaction.
What methods can be used to survey customers? What are the components of an effective survey?
How should the data received be used by the organisation?

Formal surveys can be conducted in a number of ways. If designed and worded correctly, they
provide current and useful information that enables an organisation to improve products and
services to meet needs.

While customers might not always be prepared to answer verbal questions, they are, on occasion, placed in
situations where they do have time to fill in questionnaires on customer service. For example, when on a
long flight, overnighting at a hotel or even when dining in a restaurant. Take advantage of these situations
where you can.

Other data and information gathering methods include:

 telephone surveys
 mystery shoppers

Ask qualitative and quantitative questions and a mixture of open and closed questions. Format questions in
ways that customers will bother answering; that is, work out a range of questions and options that do not
require long, wordy answers. Tick box formats can be useful.
Post-outs of survey questions can elicit useful information; however, responses are more likely if there is an
attached incentive. Customers can be induced to complete questionnaires because they see some benefit in
doing so. Warranty cards fall into this category. Other questionnaires might promise a chance of winning a
prize as an inducement to spend time filling in a form. Alternately, they might offer a discount on the next
purchase.

When designing survey instruments, questions must be carefully worded and constructed to:
 reflect the information you actually want to obtain
 ask the hard, or possibly controversial questions
 encourage people to answer them through user-friendly formatting

Feedback and input from customers should be a constant part of the organisational planning, monitoring
and evaluation systems. Customer feedback results should be widely shared so that everyone in the
organisation is aware of customer satisfaction levels. Post key customer satisfaction measures and the
results of current surveys everywhere in the organisation.

2.Conduct research into the Australian Tourism Accreditation Program (ATAP) and provide a brief
explanation of the purpose of the program and accreditation criteria. List three businesses in
your state/ territory that hold ATAP accreditation.

The Australian Tourism Accreditation Program is a business development program that is based on Quality
Assurance principles. It has been developed by aligning the six state and territory based tourism
accreditation programs.
It encourages businesses to:
 plan how their business will function
 check that customer expectations are being met

The program addresses many of the issues that are covered in the development of a business plan but
focuses on those key elements that are part of the day-to-day function of any tourism operation.
This is achieved by the development of professional management systems that will lead to reliability,
consistency and predictability in the operation of the business which in turn results in improved customer
service and satisfaction.

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Accreditation provides clients and industry colleagues with an assurance that participating businesses are
committed to professionalism both in business operations and delivery of service.
To gain accreditation, tourism businesses must demonstrate their commitment to and use of specific
business practices. These business practices are the essential elements of the Australian Tourism
Accreditation Standard.

The standard requires that a business has documented and active:

 compliance with both business and industry specific regulations
 adherence to industry sector standards and codes of practice
 risk management procedures and training
 corporate, strategic, business and marketing plans
 human resources management policy and procedures
 customer service policy and procedures
 environmental management policies and procedures
 general maintenance schedules and procedures
Businesses holding ATAP accreditation will vary depending on the state/ territory in which the learner
resides.

3.Identify current service trends and changes affecting service delivery in the hospitality, travel
and tourism industries. What was your source for this information?

Response is dependent on learner’s choice of information on current trends. For example, Service Skills
Australia’s 2013 Tourism, Travel and Hospitality Environmental Scan identifies the trends that affect the
sector’s skill requirements and the way in which training packages are responding, and the industries’
workforce development needs—including the occupations that are in demand or shortage. Trends
identified in this document include changes to the flow of international tourists into Australia and the
impact of technology.

4.Design a template that could be used when developing workplace policies. Upload your template
for assessment.

 title and number—the name and number of the policy

 statement of intent—why the policy exists
 policy details—content
 responsibilities—who is responsible for actioning, monitoring and reviewing the policy
 references to regulations and other policy documents
 definitions
 version control—commencing with the date the policy was approved and date for review

5.What is the intent of competition and consumer legislation that applies in your state/ territory and
how does this influence service delivery?

For example, the Competition and Consumer Act 2010 aims to give businesses a fair and competitive
operating environment. It covers anti-competitive conduct, price fixing, unconscionable conduct and other
issues, such as advertising. The Act also sets out consumers’ rights and responsibilities. It covers areas such
as returns, refunds, warranties, contracts, marketing and advertising.

6.Research job descriptions for customer service managers in the hospitality, travel and tourism
industries. Determine the professional service standards, attitudes and attributes expected of
service industry personnel at that level.

Response is dependent on job descriptions sourced by learners but professional service standards,
attitudes and attributes expected of service industry personnel should include:
 a strong commitment to customer service

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 a passion for the job role and the industry

 common sense
 highly developed communication skills
 initiative
 punctuality and reliability
 contributing constructively to the team environment
 appropriate use of humour
 willingness to learn and adapt to change
 self-management
 appearance
 experience
 qualifications

7.How does the development of customer service policies and procedures contribute to the
provision of quality customer service?

Organisations develop policies and procedures for a variety of reasons; for example, to comply with
legislation or in response to concerns from stakeholders or to change workplace behaviour.
A policy is a guiding principle used to set direction in an organisation. It should be used to guide and
facilitate decision-making within the framework of the objectives, goals and management philosophies of a
business. Policies can range from broad philosophies to specific rules. Policies must comply with legal
requirements.

A procedure details the action to be taken to address the policy. It should be designed as a series of steps to
be followed as a consistent and repetitive approach or cycle to accomplish an end result. Procedures are
specific, factual, succinct and to the point.

Policies and procedures are important because they:

 are a legal requirement under various workplace legislation
 identify and minimise risks
 establish the business as a professional and effective organisation
 enable consistent practice to support staff and customers
 provide information for staff and customers to prevent uncertainty about how particular
situations are handled in the business
 support staff to understand their role and responsibilities in the organisation which leads to
more efficient and effective service delivery
 provide ongoing working documents to guide high quality practice across all aspects of service

8. What are the roles and responsibilities of managers in the provision of quality customer service?

Managers share responsibility for developing quality customer service practices, managing the
delivery of quality service, and monitoring and adjusting customer service practices to meet
business objectives.

Other responsibilities include, but are not limited to:

 acting as role models and mentors for staff
 competently dealing with complex or escalated service issues and customer complaints
 reviewing changes in internal and external environments and integrating findings
into planning for quality service
 consulting with staff to encourage participation in the development of customer
service practices
 developing policies and procedures for quality service provision
 initiating staff training

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Projects
Project 1
1. Complete the following:

How can organisations in the travel, tourism and hospitality industries ensure they continue to deliver
products and services that meet or exceed the needs of their customers?

Responses should demonstrate the learner’s understanding of the need to monitor customer needs,
expectations and satisfaction levels by using both formal and information research.

Research should include:

• markets and market segments

• customers—their needs, wants and expectations and your methods of determining them
• customer focus and what that means
• competition
• promotion and advertising—promising and delivering
• in-house attitudes toward customers—training in customer service
• service levels and styles
• customer feedback and complaints management—processes and procedures for managing, recording
and using customer complaints and suggestions as part of the continuous improvement process
• the impact of internal and external change factors
• any other factors you consider to be relevant

Organisations should encourage their customers to complain.

Explain what this statement means, how it should be applied, why it should be applied and why a policy of
encouraging customer complaints benefits organisations.

Customer complaints are the means by which you can measure customer satisfaction—outcomes.
In the answer learners should explain that customer complaints point to improvement needs.
Encouraging customers to complain means that you make it possible for them to do so without
fear of being denigrated or abused. They know that their complaints will be taken seriously and
resolved as quickly as possible.
If you do not encourage customers to complain you will not know what you are doing wrong
(never assume that just because you are not hearing the complaints everything is going well), or,
for that matter, right.

Design a customer survey that could be administered to either internal or external customers. Your
survey will be designed to determine customer needs, wants and expectations and to determine
whether the product/ service or bundle you offer meets those specifications.

Learners should give clear reasons for all of their actions and intended actions. Survey questions must be worded
to elicit relevant, useful information, including negative comments.

Answers should take into consideration:

 What you need to know about who your customers are and where they come from.
 What you need to know about why they purchase your product/ service.
 What their current satisfaction levels are.
 The reason for those satisfaction levels.

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 How they see you in comparison to your competitors.

 How they perceive the organisation’s attitude toward customers and customer service.
 What product type, style, and quality they want.
 Any other information you consider relevant to your operations.
 How could you administer the survey—in person, over the telephone, at the point of sale, internal
or external email, fax etc.

2. Practical assessment
To be completed as well as the theory assessment.

This activity involves practical demonstration of tasks to your supervisor, trainer or assessor. Download and print
the Practical Assessment sign off sheet here for completion and submit it to your assessor by suitable negotiated
method (eg fax/ mail).

Record details of the practical demonstration including date conducted, the supervisor/ assessor present and sign
off form submission details in the answer box provided.

Negotiate, with your assessor, a time and place—either in an actual or simulated workplace—to demonstrate these
skills. Your assessor will draw up and provide you, ahead of time, with a properly contextualised task list that will
enable demonstration of the required skills and knowledge. You can use this when preparing for the assessment and
it can be used as a checklist during the assessment.

Answer requires a practical response and trainer/ assessor verification of the participant’s skills. Participant should
provide details of practical demonstration including date conducted, the supervisor/ assessor present and sign off
form submission details by suitable negotiated method (eg form submitted by fax/ mail/ email).

Assessor instructions
The practical assessment should cover all of the performance criteria for this study unit.

Assessors should ensure that they prepare and disseminate task lists that are relevant to the industry/ employment
context. These should be in plain English and provide adequate information about the assessment environment,
resources required for assessment and the performance standards relevant to the qualification.

Assessors should provide clear advice to candidates for assessment regarding the structure of the assessment, the
number of times performance must be observed, the performance expectations and the amount or type of assistance
candidates can expect.

If the practical assessment does not fully address all the PCs assessors should ask questions to determine the extent
of the candidate’s knowledge. They should make notes regarding candidate responses.

Instructions and checklists, relevant to the contextualised practical tasks to be demonstrated, should be given to
candidates well ahead of the agreed assessment time, so that candidates can prepare properly.

Candidates must also demonstrate LLN skills commensurate with the qualification level.

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