Mia-Sitxccs007

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TAFE Queensland *

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MISC

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Jan 9, 2024

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Student Name: Mae Angelyn A. Queddeng Student ID Number: 22100703 Trainer/Assessor Name: Dino NG Class: Certificate IV in Commercial Cookery SITXCCS007 Enhance customer service experiences Learner Workbook Version 2.0

P a g e | 1 Table of Contents Table of Contents .................................................................................................................................... 1 Instructions to Learner ............................................................................................................................ 3 Assessment instructions ....................................................................................................................... 3 Assessment requirements .................................................................................................................... 5 Observation/Demonstration ................................................................................................................... 6 Assessment Cover Sheet ......................................................................................................................... 7 Performance Criteria ............................................................................................................................... 8 ACTIVITIES AND WRITTEN QUESTIONS .................................................................................................... 9 Activity 1A ............................................................................................................................................. 9 Activity 1B ........................................................................................................................................... 10 Activity 1C ........................................................................................................................................... 12 Activity 1D .......................................................................................................................................... 13 Activity 1E ........................................................................................................................................... 14 Activity 1F ........................................................................................................................................... 15 Activity 1G .......................................................................................................................................... 16 Activity 1H .......................................................................................................................................... 17 Activity 2A ........................................................................................................................................... 18 Activity 2B ........................................................................................................................................... 19 Activity 2C ........................................................................................................................................... 20 Activity 2D .......................................................................................................................................... 21 Activity 2E ........................................................................................................................................... 22 Activity 3A ........................................................................................................................................... 23 Activity 3B ........................................................................................................................................... 24 Activity 3C ........................................................................................................................................... 25 Activity 3D .......................................................................................................................................... 26 Activity 3E ........................................................................................................................................... 28 Activity 3F ........................................................................................................................................... 29 Activity 3G .......................................................................................................................................... 30 Activity 3H .......................................................................................................................................... 31 Activity 4A ........................................................................................................................................... 32 Activity 4B ........................................................................................................................................... 33 Activity 4C ........................................................................................................................................... 34 Activity 4D .......................................................................................................................................... 35 MAJOR ASSESSMENTS ........................................................................................................................... 36 Section A: Skills activity ...................................................................................................................... 37 SITXCCS007 Enhance customer service experiences (Learner Workbook) Version 2.0

P a g e | 2 Section B: Knowledge activity (Q & A) ................................................................................................ 40 Section C: Performance activity .......................................................................................................... 44 SITXCCS007 Enhance customer service experiences (Learner Workbook) Version 2.0

P a g e | 3 Instructions to Learner Assessment instructions Overview Prior to commencing the assessments, your trainer/assessor will explain each assessment task and the terms and conditions relating to the submission of your assessment task. Please consult with your trainer/assessor if you are unsure of any questions. It is important that you understand and adhere to the terms and conditions, and address fully each assessment task. If any assessment task is not fully addressed, then your assessment task will be returned to you for resubmission. Your trainer/assessor will remain available to support you throughout the assessment process. Written work Assessment tasks are used to measure your understanding and underpinning skills and knowledge of the overall unit of competency. When undertaking any written assessment tasks, please ensure that you address the following criteria:  Address each question including any sub-points  Demonstrate that you have researched the topic thoroughly  Cover the topic in a logical, structured manner  Your assessment tasks are well presented, well referenced and word processed  Your assessment tasks include your full legal name on each and every page. Active participation It is a condition of enrolment that you actively participate in your studies. Active participation is completing all the assessment tasks on time. Plagiarism Plagiarism is taking and using someone else's thoughts, writings or inventions and representing them as your own. Plagiarism is a serious act and may result in a learner’s exclusion from a course. When you have any doubts about including the work of other authors in your assessment, please consult your trainer/assessor. The following list outlines some of the activities for which a learner can be accused of plagiarism:  Presenting any work by another individual as one's own unintentionally  Handing in assessments markedly similar to or copied from another learner  Presenting the work of another individual or group as their own work  Handing in assessments without the adequate acknowledgement of sources used, including assessments taken totally or in part from the internet. If it is identified that you have plagiarised within your assessment, then a meeting will be organised to discuss this with you, and further action may be taken accordingly. Collusion Collusion is the presentation by a learner of an assignment as their own that is, in fact, the result in whole or in part of unauthorised collaboration with another person or persons. Collusion involves the cooperation of two or more learners in plagiarism or other forms of academic misconduct and, as such, both parties are subject to disciplinary action. Collusion or copying from other learners is not permitted and will result in a “0” grade and NYC. Assessments must be typed using document software such as (or similar to) MS Office. Handwritten assessments will not be accepted (unless, prior written confirmation is provided by the trainer/assessor to confirm). Competency outcome SITXCCS007 Enhance customer service experiences (Learner Workbook) Version 2.0

P a g e | 4 There are two outcomes of assessments: S = Satisfactory and NS = Not Satisfactory (requires more training and experience). Once the learner has satisfactorily completed all the tasks for this module the learner will be awarded “Competent” (C) or “Not yet Competent” (NYC) for the relevant unit of competency. If you are deemed “Not Yet Competent” you will be provided with feedback from your assessor and will be given another chance to resubmit your assessment task(s). If you are still deemed as “Not Yet Competent” you will be required to re-enrol in the unit of competency. Additional evidence If we, at our sole discretion, determine that we require additional or alternative information/evidence in order to determine competency, you must provide us with such information/evidence, subject to privacy and confidentiality issues. We retain this right at any time, including after submission of your assessments. Confidentiality We will treat anything, including information about your job, workplace, employer, with strict confidence, in accordance with the law. However, you are responsible for ensuring that you do not provide us with anything regarding any third party including your employer, colleagues and others, that they do not consent to the disclosure of. While we may ask you to provide information or details about aspects of your employer and workplace, you are responsible for obtaining necessary consents and ensuring that privacy rights and confidentiality obligations are not breached by you in supplying us with such information. Assessment appeals process If you feel that you have been unfairly treated during your assessment, and you are not happy with your assessment and/or the outcome as a result of that treatment, you have the right to lodge an appeal. You must first discuss the issue with your trainer/assessor. If you would like to proceed further with the request after discussions with your trainer/assessor, you need to lodge your appeal to the course coordinator, in writing, outlining the reason(s) for the appeal. Recognised prior learning Candidates will be able to have their previous experience or expertise recognised on request. Special needs Candidates with special needs should notify their trainer/assessor to request any required adjustments as soon as possible. This will enable the trainer/assessor to address the identified needs immediately. Authenticity Students are required to sign the Assessment Cover sheet, indicating that the work they have submitted for assessment is their own. Practical tasks and clinic observations by the assessor during placement visits ensure that the assessor sees the student demonstrating the skills and knowledge required of this unit. Supervisor reports (where applicable) require clinic supervisors to sign that they have observed the student undertaking the tasks detailed in the checklist Reasonable adjustment A legislation and regulatory framework underpins and supports the delivery of vocational education and training across Australia. Under this framework, providers of vocational education and training must take steps to ensure that learners with recognised disabilities can access and participate in education and training on the same basis as learners without disabilities. Sometimes reasonable adjustments are made to the learning environment, training delivery, learning resources and / or assessment tasks to accommodate the particular needs of a learner with a disability. An adjustment is reasonable if it can accommodate the learner’s particular needs, while also taking into account such as the views of the SITXCCS007 Enhance customer service experiences (Learner Workbook) Version 2.0

P a g e | 5 learner, the potential effect of the adjustment on the learner and others, the cost and benefits of making the adjustment. Adjustment must:  Be discussed and agreed to by the learner with a disability  Benefit the learner with a disability  Maintain the competency standards  Be reasonable to expect in a workplace. Adjustments are not required if they could  Cause the RTO unjustifiable hardship.  Harm other learners. Making reasonable adjustments requires MIA to balance the need for change with the expense or effort involved in making this change. If an adjustment requires a disproportionately high expenditure or disruption it is not likely to be reasonable. Some examples of reasonable adjustments that could be made for the assessments in this workbook include:  Verbal responses to written activities (such as question and answers tasks and case studies).  Conducting assessor clinic observations via Skype or other video format (for example, in cases of students in remote areas).  Rescheduling assessor observation in the event that clinic conditions may not be suitable for example, safety concerns, required resources not being available, lack of appropriate clients on the day, etc.  Providing students with large – print copies of the Student Workbook. Record any reasonable adjustments made in the space provided in the relevant task’s checklist and in the assessment record. Assessment requirements Assessment can either be:  Direct observation  Product-based methods e.g. reports, role plays, work samples  Portfolios – annotated and validated  Questioning  Third party evidence. If submitting third party evidence, the Third Party Observation/Demonstration document must be completed by the agreed third party. Third parties can be:  Supervisors  Trainers  Team members  Clients  Consumers. The third party observation must be submitted to your trainer/assessor, as directed. The third party observation is to be used by the assessor to assist them in determining competency. The assessment activities in this workbook assess aspects of all the elements, performance criteria, skills and knowledge and performance requirements of the unit of competency. To demonstrate competence in this unit you must undertake all activities in this workbook and have them deemed satisfactory by the assessor. If you do not answer some questions or perform certain tasks, and therefore you are deemed to be Not Yet Competent, your trainer/assessor may ask you SITXCCS007 Enhance customer service experiences (Learner Workbook) Version 2.0

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