Royal British College, Inc.

Brgy. Marawoy, Lipa City, Batangas

Email: rbccollege07@yahoo.com/royalbctesda@gmail.com

INSTITUTIONAL ASSESSMENT TOOL

EVIDENCE PLAN

QUALIFICATION: BARTENDING NC II
Name of Candidate:
Title of Assessment PROVIDE EFFECTIVE CUSTOMER SERVICE
Units of competency 1. Greet customer
covered 2. Identify needs of customers
3. Deliver service to customer
4. Handle queries through use of common business tools
and technology
5. Handle complaints/conflict situations, evaluation and
recommendations
Ways in which evidence will be collected:
[tick the column]

Written Examination
Demonstration with
Observation with
Observation

Questioning

Questioning

Portfolio
The evidence must show that the candidate …
 1.1 Greet customers according to enterprise
 procedure
 1.2 Appropriate verbal and non-verbal communications
to the given situation
 1.4 Demonstrate sensitivity to cultural and social

 2.1 Use appropriate interpersonal skills to ensure

 that customer needs are accurately identified
 2.2 Assess customer needs for urgency so that
 priority for service delivery can be identified
 2.3 Provide customers with information
 2.4 Identify personal limitation in addressing customer
and colleague needs and where appropriate,
assistance is sought from supervisor
 3.1 Customer needs are promptly attended to in line with
enterprise procedure
 3.2 Maintain appropriate rapport with customer to
enable high quality service delivery
 Royal British College, Inc.
Brgy. Marawoy, Lipa City, Batangas
Email: rbccollege07@yahoo.com/royalbctesda@gmail.com

 3.3 Take opportunity to enhance the quality of service

and products wherever possible
 4.1 Use common business tools and technology
efficiently to determine customer requirements
 4.2 Record queries/ information in line with enterprise
procedure
 4.3 Act queries upon promptly and correctly in line
 with enterprise procedure
 5.1 Greet guests with a smile and eye-to-eye contact
 5.2 Take responsibility for resolving the complaint within
limit of responsibility and according to enterprise
policy
 5.3 Establish nature and details of complaint and
agreed with the customer
 5.4 Identify and manage threats to personal safety to
personal safety of customers or colleagues and
appropriate assistance is organized
 5.4 Take appropriate action to resolve the complaint to
the customers satisfaction wherever possible
 5.5 Resolve conflict situations within scope of individual
responsibility by applying effective communication skills
and according to enterprise policy

Candidates Date:
Signature:

NOTE: *Critical aspects of competency