Assessment 2

Assessment 2
KII5093
Providing Customer service
KII5093 Providing customer service Assessment 2
Table of Contents
Assessment Plan..................................................................................................................................5
Unit information pack........................................................................................................................5
Assessment 2....................................................................................................................................6
Pre-assessment checklist....................................................................................................................6
Purpose................................................................................................................................................6
Information for students....................................................................................................................6
Reasonable adjustments.....................................................................................................................6
Assessment task instructions.............................................................................................................6
Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5093| July 2023 v1.0 Page 1 of 23
Introduction
Welcome to Assessment 2 for KII5093 Providing Customer Service! This KII unit covers the following
unit/s of competency.
COMPETENCY DEMONSTRATION
Providing Customer
KII subject code KII5093 KII subject name
Service
Enhance customer service
SITXCCS015 experiences
Unit of
Unit Title
Competency code: SITXCCS016 Develop and manage
quality customer service
practices
This subject describes the performance outcomes, skills and knowledge required to provide professional
and personalised customer service experiences. It requires the ability to determine and meet customer
preferences, develop customer relationships, respond to difficult service situations, and take responsibility
for resolving complaints.
This subject also focuses on the performance outcomes, skills and knowledge required to develop, monitor
and adjust customer service practices. It requires the ability to consult with colleagues and customers,
develop policies and procedures for quality service provision, and manage the delivery of customer
service.
The subject applies to those who deal directly with customers on a daily basis and who operate
independently or with limited guidance from others. It includes senior frontline sales personnel,
supervisors and managers who use discretion and judgement to provide quality customer service
experiences.
Prerequisite Units: Nil
The following units of competency are covers in this subject
SITXCCS015 Enhance customer service experiences

SITXCCS016 Develop and manage quality customer service practices.
https://training.gov.au/Training/Details/SITXCCS015
https://training.gov.au/Training/Details/SITXCCS016
ASSESSMENT COVERSHEET
Unit:
Course Name:
Assessment Tool: Assessment 2
Student must fill this section:
Student Name:
Student ID:
“I give my permission for my assessment material to be used in the auditing, assessment validation &
Privacy Release Clause:
moderation Process”
“I declare that:
 The material I have submitted is my own work;
 I have kept a copy of all relevant notes and reference material that I used in the production of
Authenticity Declaration:
my work;
 I have given references for all sources of information that are not my own, including the
words, ideas and images of others.”
 All work is to be entirely of the student.

 Read the instructions for each question very carefully.
 Be sure to PRINT your FULL name & LAST name in every place that is provided.
 Short questions must be answered in the spaces provided or follow the word limits as instructed.
 For those activities requesting extra evidence such as: research reports, ESSAY reports, etc. The student must attach its own
work formatted in double space, Arial 12 pts.
 All assessment tasks must be addressed correctly in order to obtain a competence for the unit of competency.
 If the Student doesn’t understand the assessment, they can request help from the assessor to interpret the assessment.
All assessments must be submitted online. Login to www.kiionline.edu.au and follow the subject link to submit your assessments. Note
that the hard copy of the assessments will not be accepted.
Assessment Completion Status
Assessor’s
Attempt Satisfactory Non-Satisfactory Date
Signature
Initial attempt ☐ ☐
2nd attempt/Re-assessment
☐ ☐
“I understand all the above rules and guidelines for the assessment”
Full Name Signature Date (dd/mm/yyyy)
Pre-assessment Checklist
Your assessor will go through the assessment for this unit. It is important that you understand this assessment before
taking on the questions and tasks. To confirm that you have been given this overview, we ask you to complete the
following Pre-Assessment Checklist.
You are required to carefully read each checklist item provided below and tick either ‘Y’ to confirm your
understanding or ‘N’ if you disagree. In case you disagree with an item, please provide your reason under the
‘Comments’ column.
When you have done this, we ask you to sign this Pre-Assessment Checklist. This acknowledges that your
Trainer/Assessor has discussed all of the information with you prior to undertaking this assessment.
Pre – assessment Checklist Comments
Y N I, the student, understand the purpose of the assessment.
I understand when and where the assessment will occur, who will assess and
Y N
in what format the assessment will be submitted.as
Y N I understand the methods of assessment.
Y N I understand what resources are required to complete this assessment.
Y N I understand the performance level required for each assessment event.
I understand that it must be my own work. I have been explained and

Y N
understand the serious consequences in case this work is found plagiarised.
Y N I understand the process if I am deemed not yet competent.
Y N I understand the feedback process and the appeals process.
The assessor has discussed with me if I have any special needs and if so,
Y N
what arrangements have been made.
Student Student ID Student Date

Full Signature (dd/mm/yyyy)
Name
Assessment Plan
To demonstrate competence in this unit, the student must be assessed as satisfactory in each of the following
assessment tasks.
Evidence recorded Evidence Type/ Method of assessment
Assessment Task 1 Knowledge questions (PART A and PART B)
Assessment Task 2 (This Project 1
assessment)
Assessment Task 3 Role Play
Assessment Task 4 Project 2
Log book 1 Complete and record your work placement hours in the logbook.
Unit information pack

The student and Trainer/Assessor must read and understand all the information in the student user guide before
completing the unit assessment pack.
Assessment 2
Pre-assessment checklist
Purpose
The pre-assessment checklist helps students determine if they are ready for assessment. The Trainer/Assessor must
review the checklist with the student before the student attempts the assessment task. If any items of the checklist
are incomplete or not clear to the student, the Trainer/Assessor must provide relevant information to the student to
ensure they understand the requirements of the assessment task. The student must ensure they are ready for the
assessment task before undertaking it.
Information for students

• Ensure you have completed the necessary prior learning before attempting this assessment.
• Ensure that your Trainer/Assessor has clearly explained the assessment process and tasks to be completed.
• You must understand what evidence is required to be collected and how.
• Ensure you know your rights and the complaints and appeal process.
• Discuss any special needs or reasonable adjustments to be considered during the assessment (refer to the
Reasonable Adjustments Strategy Matrix and negotiate these with your Trainer/Assessor).
• You are required to have access to a computer and the internet.
• Access all required resources needed to complete this Assessment Task.
 Due date of this assessment task will be determined and communicated to you by your trainer.
• In exceptional (compelling and compassionate) circumstances, an extension to submit an assessment can be
granted by the Trainer/Assessor.
• Evidence of the compelling and compassionate circumstances must be provided together with your request
for an extension to submit your assessment work.
• Request for an extension to submit your assessment work must be made before the due date of this
assessment task.
Reasonable adjustments
• If a student requires a reasonable adjustment, then complete the reasonable adjustment form included in the
unit information pack.
Assessment task instructions
Assessment type:
• Project
Instructions provided to the student:
Assessment task description:
• This is the second (2) unit assessment task that student has to successfully complete to be deemed
competent in this unit of competency.
• The student must attempt all criteria to the required level, e.g., Assessment criteria mentioned in the
performance checklist to be deemed satisfactory in this task.
Applicable conditions:
• The student must complete the task independently.

• No marks or grades are allocated for this assessment task. The outcome of the task will be Satisfactory or
Not Satisfactory.
• Trainer /Assessor must assess student’s practical skills, technique, and knowledge as he/she completes this
assessment task.
• The Trainer/Assessor may ask the student relevant questions on this assessment task to ensure that this is
his/her own work.
Resubmissions and reattempts:
• Where a student’s performance is deemed not satisfactory after the first attempt, a resubmission attempt
will be allowed. Assessor must note any such submissions.
• Student may speak to their Trainer/Assessor if the student has any difficulty in completing this task and
requires a reasonable adjustment (e.g., can be given as an oral assessment).
• For more information, please refer to the KII Student Handbook.
Location:
• This assessment task must be submitted electronically via LMS.

• Trainer/Assessor will provide the student with further information regarding the location for completing
this assessment task.
Purpose of the assessment:
• Purpose of this assessment is to check skills and knowledge related to performance criteria and
performance evidence of the unit.
General Instructions for attempting the Skills Test :
• Student must complete all the activities of this assessment task.

• Answers must demonstrate an understanding and application of relevant concepts, critical thinking, and
good writing skills.
• The student must complete all the provided templates (if any).
Resources required to complete the assessment task:
• Computer
• Internet
• MS Word
• Printer or e-printer
• Adobe acrobat/reader
• Learning management system
• Computers and databases that manage customer profiles and promotional activities
• Organisational policies, procedures and templates relating to:
o Customer service standards
o Designated response times
o Presentation standards
o Procedures for dealing with customer complaints
o Customer surveys and feedback collection
o Recording and reporting customer feedback
• Internal and external customers with different service needs with whom the individual can interact. These
can be:
o Customers in an industry workplace during the assessment process; or
o Individuals who participate in role plays or simulated activities, set up for the purpose of
assessment, in a simulated industry environment operated within a training organisation.
Scenario:
Feast of Flavours story

Feast of Flavours was begun when three school friends met for a drink, and the idea of opening a world-class restaurant
was conceived with a little help from a bottle of Pinot Noir. After three years and innumerable ups and downs, Feast of
Flavours was born.
Objective
A Feast of Flavours aims to create a culinary experience that gives people the most delicious dining experience
possible. At Feast of Flavours, customers will discover the world's flavours and various unique cultures. It is an
amalgamation of cuisines from around the globe under one roof with an ambience designed to complement the culinary
joy diners will feel. Feast of Flavours will delight patrons who enjoy exploring and experimenting with flavours.
Menu options
The Feast of Flavours menu ranges from a variety of local cuisines to ones from across the globe, carefully chosen to
be a part of Breakfast, Lunch and Dinner. The restaurant ambience is beautifully crafted with soft lighting, artistic
decorations, and elegant design.
At Feast of Flavours, you can also find cocktails and beverages curated to give a unique experience with each slow slip.
A complete list of the menu options can be located at the Feast of Flavours simulated website.
Meetings & Events
Feast of Flavours is acknowledged as an industry leader delivering the best food and service to its customers. The
restaurant is also equipped to handle private or corporate events including team outings, birthday parties, or special
celebrations. Customers can choose from the below options to book for their upcoming event.
 Family Table – seats 10 guests
 Community Table – seats up to 15-20 guests
 Private Dining Room – seats up to 25-30 guests
The restaurant is determined to cater for any customer within 2 minutes of their arrival and serve delicious food and
drinks within 15 minutes of the order.
You will be assuming the role of a restaurant manager who has been employed at the Feast of Flavours Restaurant for
the last 6 months. You are responsible to work effectively and provide service to customers. It is your job to greet and
serve the customers. You are responsible to provide professional and personalised customer services experience by
meeting customer preferences, developing relationships with customers and taking the responsibility to resolve the
complaints as they arise.
You are required to understand the scenario and complete the provided activity.
Simulated Business Website

The assessment tasks below use a simulated business website named Feast
of Flavours. To access the website, you need to log in by using the below-
provided link:
http://feastofflavours.vetadvisorygroup.com/
Step 1: Navigate to the website and click "Login".
Step 2: Enter the username and password provided by your trainer.
Your trainer will also provide you with the simulated business website
information document that will help you to navigate through the website.
You need to refer to the following policies and procedures to complete the
provided activities:
 Food safety program
 Complaints policy and procedure
 Customer service policy and procedure
 Conflict resolution policy and procedure
Activity 1: Prepare to identify customer needs and requirements
Additional Assume that you are working as a restaurant manager in Feast of flavours restaurant
Scenario: cuisines such as Chinese, Indo-Chinese, Indian and Thai food. Your job is to ensure the
best customer service experience for your customers.
With the arrival of Spring, the customer flow has increased, making the restaurant very
busy. The restaurant is currently employing a Head Chef, two cooks and seven waiters.
The restaurant has prepared policies and procedures to smoothly handle the day-to-day
operation:
Cash
Besides the manager, a designated cashier is allowed to access to the cash. Each cash
register operator has a unique access code to use during point of sale. Before starting
the shift, the cashier must count and sign for a cash drawer. Training must be given for
cashiers to make sure that they fully understand their responsibility, handle cash with
care and keep their password secret.
Behaviour
Clear limits are set on the behaviour that is allowed during working hours. Each
employee is trained on etiquette and the restaurant’s values prior to commencing
service to a customer.
Any staff member that is found to be working under the influence of drugs and alcohol
will be terminated effective immediately.
Appearance
All employees must take care to keep their uniforms clean and tidy. Employees will be
sent home to change or shower if they show up for work looking untidy. Employees
can exchange their uniform for a new one if theirs has been permanently stained or
damaged. Employees must take their personal hygiene and cleanliness very seriously.
Repeated offenses by an employee may lead to termination of employment.
Schedule
Each employee should be ready to perform job duties in uniform at their scheduled
start time. Any changes in the schedule must be approve in writing minimum 24 hours
in advance by the manager. Employees not adhering to the schedule will lose their shift
and may be terminated.
Compensation
If a customer experiences a minor customer issue/problem, the manager is authorised
to offer one free beverage either immediately or for the next visit.
If the issue is of a minor to moderate nature, the manager is authorised to offer a 10
percent discount voucher for next visit.
For a serious issue, manager can the offer a “free main meal for two people” gift
voucher for the next visit.
Your task In this activity, you will act as the manager of the feast of flavours restaurant. You are
required to identify the customer requirements in order to provide them personalised
and professional customer experience to them in future when they visit again. For that,
you are required to create a questionnaire to gather their feedback and act on it.
In this activity, you are required to prepare two (2) survey questionnaires
1. For external customers
2. For internal customers
The questionnaire for customers will help in the identification of customers’
preferences, needs and expectations. Based on these questionnaires, you can provide
better professional and personalised customer service experiences going forward.
In this task, you are required to read the restaurant’s policies and procedures (given
above and refer to the simulated website of the feast of flavours) before preparing the
questions.
In this task, you are required to do the following tasks
 Read the organisational policies and procedures relevant to the job role
 Prepare two different questionnaires’ to identify the needs, requirements and
expectations of the customers
 Submit the prepared questionnaires to the instructor in Excel file
You will be Complete the following Template for Survey and submit it to your Trainer/ Assessor.
required to
complete and/or
attach.
Template for Survey:
For external customers
Date:
Depending on the type of question. Please respond to the questions in
 Yes/no or
 Rate your level of agreement to every question on scale of 1 to 4 (1 being Disagree, 2 being Somewhat
Disagree, 3 being Somewhat Agree, and 4 being Totally Agree)
Provide your answer in the empty space provided.
No Questions Answer Rating
1 XXXX
2 XXXX
3 XXXX
4
5
How could we serve you better in future?
Comments / Feedback:
Template for Survey:
For internal customers
Date:
Please respond to the questions in
 Yes/no or
 Rate your level of agreement to every question on a scale of 1 to 4 (1 being Disagree, 2 being Somewhat
disagreed, 3 Somewhat agreeing, and 4 being Totally agreed)
No Questions Answer
1
2
3
4
5
How could we serve you better in future?
Comments / Feedback:
Activity 2: Prepare and maintain customer profiles
Your task. In this activity, you are required to prepare a customer profile database to store
information about your customers. The database will help you in the identification of
special customers, including but not limited to
 Frequent customers
 Special customers who possess special customer cards
 Customers were visiting your restaurants on their special occasions such as
birthdays or wedding anniversaries.
Based on this information, you can provide special services to the client, including
 Giving a 10% discount to special customer cardholders when they spend more
than $35 in the restaurant.
 Organising free birthday or anniversary cake
In this task, you are required to do the following:
 Prepare a customer profile database to capture customer information that can be
used in the future to provide tailored products and services.
 Save the information of the clients in MS Excel File
 Include the following information about the clients in the database:
1. Customer Information, including
• Customer Id
• Customer name
• Date of birth
• Special service needs
• Additional comments by client
2. Most recent customer transaction
• Customer Id (taken from customer info table)
• Transaction date
• Items ordered
• Billed amount
• Discount provided
• Net bill amount
You will be Your Trainer will observe you during the activity and complete the following
required to performance checklist.
complete.
Customer information
ID Name DOB Special service Additional comments

needs
Recent transaction details
Customer Transaction Items Billed amount Discount provided Net bill

id date ordered
Activity 3: Identify areas of improvement and rectify them
Your task. In this activity, you will assume the role of the restaurant manager and approach two
customers and two employees in order to gain feedback and identify improvement areas
by asking them to fill in the survey created in Activity 1.
Roles and participants
Restaurant manager
In this task, you are required to act as a restaurant manager and get the survey filled form
four people (two external customers and two employees). Before the customer begins the
survey, you are required to ascertain the relevant customer profile information to enter
into your new customer profile database. These two customers will become members four
and five in your database, and during the survey, one customer will have an
issue/complaint relating to delays in service.
After verbally confirming the customer profile information and having staff and customers
fill in each appropriate survey, you will need to analyse, review and evaluate the surveys.
Upon completing this, you need to discuss and clarify any issues and/or complaints with
the customer in private, understand and empathise with the situation and offer
reasonable/appropriate compensation for the service/product difficulty they experienced.
Four customers
For this role-play exercise, you will pair up with four other students, assigning designated
roles to each person.
Script:
You will provide all four students with the survey. Two of them will get the internal
customer survey, while the other two will get the external customer survey. Each student
will complete the survey and give it back to you.
At the conclusion of the scenario, each student will switch with the other students to
ensure everyone experiences the manager’s role. If there are insufficient students, the
trainer will assume multiple roles for the scenario, rotating roles at the conclusion of each
exercise. If the student is required to participate in multiple roles for the exercise, they will
switch after each round of the role-play scenario.
You are required to perform the following tasks:

1. Request two customers to provide a customer survey and customer profile
information. Enter these two entries in the template created in above task (Part A
and B)
2. Distribute the survey to two employees of the restaurant
3. Collect back the filled survey
4. Analyse, review and evaluate the input of both internal and external customers
5. Come up with four areas of improvement to ensure customer satisfaction and turn
the complaints into opportunities.
6. Finally, meet with the customer who filled in the survey and had a customer
complaint about their product/service
7. During this meeting you need to demonstrate understanding and offer reasonable
compensation in line with organisation policies and procedures.
8. Complete the below-provided template to enter the areas of improvement
identified.
You will be You are required to complete this task as per above requirements.
required to
complete. Your trainer will observe your performance and complete the following performance
criteria checklist.
Template for external customers:
No Area of Improvement Action taken to improve
1
2
3
4
Template for internal customers (employees):
No Area of Improvement Action taken to improve
1
2
3
4
Assessment 2 checklist
Performance criteria checklist for unit assessment task:
Student’s name:
Student number
Trainer/ Assessor to complete
Activity 1 Yes No Trainer/Assessor Comments
Does the candidate meet the following criteria
1. Planned the task by referring to organisational policies and

procedures:
1.1. Accessed the organisational policies and
procedures
1.2. Read and understood the policies and procedures
applicable to the job role
2. Developed questionnaire with clear understanding of the

purpose for its generation
2.1. To identify customer needs and requirements
2.2. To promoted professional and personalised
customer experience
2.3. To identify the areas of improvement
3. Developed the questionnaire for external customers

3.1. The questions were relevant to the external
customers
3.2. The questions had appropriate scope
3.2.1. The questions were both closed and
rating type
3.2.2. The questions clearly capture the
customer experience and
requirements
3.2.3. The question was analytical rather
than descriptive
4. Developed the questionnaire for internal customers

4.1. The questions in the survey were relevant to the
internal customers
4.2. The questions had appropriate scope
4.2.1. The questions were both closed and
rating type
4.2.2. The questions clearly capture the
customer experience and
requirements
5. Appearance of the survey

5.1. Used technology for developing the survey or
questionnaire
5.2. Format of the survey was clear
5.3. The colour combination was suitable for
professional use
6. Created the questionnaire for professional use.

6.1. Used correct terminology in the survey
6.2. Followed appropriate vocabulary and
grammatical structure while framing the questions
7. Completed the task as per the instructions and submitted

the questionnaire to the supervisor
8. Completed the activity in the provided timeframe
Activity 2
Trainer/ Assessor to complete
Does the candidate meet the following criteria Yes No Trainer/Assessor Comments
1. Prepare customer profile in the database to capture

client information, including but not limited to
1.1. Customer Id
1.2. Customer name
1.3. Date of birth
1.4. Special service needs
1.5. Additional comments by client
2. Developed and maintained client profile with an intent

to
2.1. Record client information
2.2. Identify client requirements and provide
tailored experience
2.3. Categorise client into different categories
including but not limited to
2.3.1. Frequent customers
2.3.2. Special customer card holders
2.3.3. Customers visiting to restaurant
on their special occasions
3. Maintained the records of financial transactions within

the restaurant
3.1. The recent transaction contained information,
including but not limited to
 Customer Id (taken from customer
info table)
 Transaction date
 Items ordered
 Billed amount
 Discount provided
 Net bill amount
3.2. The transaction records helped to calculate bill
totals, applicable discounts and total after the
application of discount
4. Appearance of the customer profile database

4.1. Used technology for creating the customer
profile in the database
4.2. The profile information was clear
4.3. The colour combination was suitable for
professional use
5. Created the customer profile in the database for

professional use.
5.1. Entered correct information in the profile
information
5.2. Captured the special needs of the client in the
database to enhance the customer experience in
future
6. Completed the task as per the instructions
7. Completed the activity in the provided timeframe
Activity 3 Trainer/ Assessor to complete
Does the candidate meet the following criteria Yes No Trainer/Assessor Comments
1. 2. Selecting participants to conduct survey.

2.1. Selected four participants for the survey
correctly, including
i. Two internal customers
ii. Two external customers
2.2. Approached the customers in
professional manner to request for filling

the survey
2.3. Respected the choice of the customers to
fill or not fill the survey
2.4. Conducted survey with four customers
2.5. Demonstrate appropriate body language
when dealing with customers with an
empathetic and understanding attitude.
3. 4. Assisting customers about filling the survey

4.1. Informed the customers about the
purpose of survey
4.2. Gave them information about how to fill
the survey
4.3. Assisted them while filling the survey
5. 6. Demonstrated appropriate communication skills

when interacting with the customers, including
but not limited to
6.1. Used active listening skills to understand
the participants’ point of view
6.2. Used respectful verbal and non-verbal
expressions
6.3. Tone of voice was clear and easy to
understand
6.4. Paid attention to all participants
6.5. Allowed others to ask questions
6.6. Presented information in a simple
manner
6.7. Respected and motivated all the staff to
participate in the discussion
7. 8. Collected the survey back from the customers

 To review and analyse the survey
 To identify the gaps in the services
provided
 To identify the preferences of customers
to provide them better services in future
8.1. Thanked the customer for taking out time
to fill the survey
9. 10. Identified areas of improvement that can turn

complaints into opportunities
10.1. To demonstrate high quality customer
service in future
10.2. To provide professional and personalised
customer experience in future
11. 12. Addressed customer issue/complaint

12.1. Offered appropriate compensation in line
with organisation policy
12.2. Apologised to the customer for the
inconvenience
13. 14. Completed the task as per the instructions
15. 16. Completed the activity in the provided timeframe
Task outcome: Satisfactory Not satisfactory
Assessor signature:
Assessor name:
Date:

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Assessment 2

Unit information pack........................................................................................................................5

Information for students....................................................................................................................6

Assessment task instructions.............................................................................................................6

Prerequisite Units: Nil

The following units of competency are covers in this subject

SITXCCS015 Enhance customer service experiences

Assessment Tool: Assessment 2

Student must fill this section:

 All work is to be entirely of the student.

Assessment Completion Status

Full Name Signature Date (dd/mm/yyyy)

Pre – assessment Checklist Comments

Y N I, the student, understand the purpose of the assessment.

Y N I understand the methods of assessment.

Y N I understand what resources are required to complete this assessment.

Y N I understand the performance level required for each assessment event.

I understand that it must be my own work. I have been explained and

Y N I understand the process if I am deemed not yet competent.

Y N I understand the feedback process and the appeals process.

Student Student ID Student Date

Unit information pack

Information for students

Assessment task instructions

Instructions provided to the student:

Assessment task description:

• The student must complete the task independently.

Resubmissions and reattempts:

• This assessment task must be submitted electronically via LMS.

Purpose of the assessment:

General Instructions for attempting the Skills Test :

• Student must complete all the activities of this assessment task.

Resources required to complete the assessment task:

Feast of Flavours story

Simulated Business Website

Step 1: Navigate to the website and click "Login".

Step 2: Enter the username and password provided by your trainer.

Activity 1: Prepare to identify customer needs and requirements

Template for Survey:

For external customers

No Questions Answer Rating

Template for Survey:

For internal customers

Activity 2: Prepare and maintain customer profiles

ID Name DOB Special service Additional comments

Recent transaction details

Customer Transaction Items Billed amount Discount provided Net bill

Activity 3: Identify areas of improvement and rectify them

You are required to perform the following tasks:

Template for external customers:

No Area of Improvement Action taken to improve

Template for internal customers (employees):

No Area of Improvement Action taken to improve

Performance criteria checklist for unit assessment task:

Trainer/ Assessor to complete

Activity 1 Yes No Trainer/Assessor Comments

Does the candidate meet the following criteria