ASEAN Master Trainer Assessment

Task
Assessment Template

TRAINING/LEARNING PROGRAM CONTENT

Name: BERLIANA.I.SIGALINGGING Country: INDONESIA

HANNA HARIANJA
ARMENI LUMBAN BATU
ESTER SILABAN
FAJAR NAPITUPULU
Competency unit MAINTAIN QUALITY CUSTUMER /GUEST Nominal 35 HOUR
SERVICE Hour

Delivery Schedule

Delivery Content Delivery Method Assessment Linkage Resources

Schedule Identify and list
appropriate resources
from the ASEAN Tool
Box

Session 1 Introduction to the unit ; Whiteboard  develop and Session 1

1 Hour Short Ice breaking Power point implement a business 1 Hour
Unit title: Miantain quality custumer /guest plan
service :
 develop new products
 Identify customer/guest requirements
 Role of marketing and services
 What is the defenition of custumer
 Delivery Schedule

Delivery Content Delivery Method Assessment Linkage Resources

Schedule Identify and list
appropriate resources
from the ASEAN Tool
Box

Session 2 Introduction to theory, Theory: Session 2

3 Hour 1. Research and assess needs of customers and/or Lecture  monitor workplace 3 Hour
guests Power point operations
 How to identify custumer needs ,wishesand Whiteboard  lead and manage
expectations General discussion people
 manage workplace
 Ask customers what elements or factors of diversity
service are of particular importance to them
 develop and
 Analyse the market trends implement a business
plan
 Analyse the competitors  develop new products
 Staff feedback and services
 manage and
implement small
projects
 prepare business
documents.
Session 3 2. Conduct data analysis to identify deficiencies  monitor workplace Session 3
3 Hour in service delivery Theory: operations 3 Hour
Demonstration  lead and manage
 Types of research Watcing The video people
 Conducting research Lecture  manage workplace
 Primary and secondary data Power point diversity
 Quantitative and qualitative data White board  develop and
 ASEAN Master Trainer Assessment
Task
Assessment Template

Delivery Schedule

Delivery Content Delivery Method Assessment Linkage Resources

Schedule Identify and list
appropriate resources
from the ASEAN Tool
Box

 Change in the business environment implement a business

 Internal environment plan
 External environment  develop new products
 Reviewingthe research and services
 manage and
implement small
projects
prepare business
documents.
Session 4 Practical: Element 1 TM page 22-24
3. Identify options to improve service levels Taking messages
3 Hour Fill in the form Performance criteria 1.1 TG See slide 30-33
to 1.4
Theory:
Demonstration TM page 25-27
Role play Fill in the form TG See slide 34-35
Lecture
Power point
White board
Work sheet
Session.5 Introduction to theory: Practical: Role play TM page 29-30
Making telephone report.
3 Hour 4.Ensure products/services meet customers’ needs (reporting suspicious TG See slide 36-37
 Delivery Schedule

Delivery Content Delivery Method Assessment Linkage Resources

Schedule Identify and list
appropriate resources
from the ASEAN Tool
Box

and reflect enterprise standards Theory: calls) Check list

Demonstration
Role play TG See slide 38-41
Lecture TM page 31
Power point
White board See slide 42-43

Session 6 4. Ensure team performance consistently meets Oral question Observation AM Page 31
enterprise standards Check list
3 Hour
Written question AM page 17-20 Q#:1-8

Session 7 Introduction to theory: Theory: TM page 33-36

Lecture
3 hour 5. Assist colleagues to meet and exceed customer Power point TG See slide 45-50
service standards by providing appropriate
professional development

Session 8 Introduction to theory: Practical: Role play (correct usage TM page 51-55
Using the switchboard of equipment)
3 hour 6. Review customer/guest satisfaction with Theory: TG See slide 88-94
service delivery using appropriate methods Demonstration
that produce verifiable data Role play
Lecture
 Objectives of collecting and reviewing Power point
customer feedback portfolio evidence
 ASEAN Master Trainer Assessment
Task
Assessment Template

Delivery Schedule

Delivery Content Delivery Method Assessment Linkage Resources

Schedule Identify and list
appropriate resources
from the ASEAN Tool
Box

 Types of customer feedback

 Methods of collecting customer feedback

 Document work performance based on

customer feedback

Session 9 Introduction to theory: Theory: TM page 56-59

Demonstration
3 hour Compare systems, records and reporting Role play TG slide 95-100
procedures in order to identify and report on Lecture
any changes in customer satisfaction Power point
 Comparing information

 Identify and report changes in customer

satisfaction

Session 10 Evaluate and report on customer service evaluation Theory : Check list TG slide 101-104
outcomes to designated groups or individuals
3 hour Power Point TM page 59-61
Mengevaluasi dan melaporkan hasil evaluasi Demonstrasi
 Delivery Schedule

Delivery Content Delivery Method Assessment Linkage Resources

Schedule Identify and list
appropriate resources
from the ASEAN Tool
Box

layanan pelanggan kepada kelompok atau individu

yang ditunjuk

Session 11 Obtain agreement on appropriate course of action Theory: Check list TG slide 107-109
to take to overcome problems and adjust
3 hour products/services in consultation with designated Power Point Plan, manage and TM page 61-64
individuals/groups conduct meetings
Demonstrasi

Kesepakatan tentang tindakan yang tepat untuk

untuk mengatasi masalah dan menyesuaikan
produk / layanan dengan berkonsultasi dengan
individu / kelompok yang ditunjuk
Session 12 Practical : (taking service guest ) Theory: Role play
3 hour Assessment Demonstration
Role play
Praktis: (menerima layanan tamu)
Penilaian