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\nTrainee Manual  \nMaintain quality customer/guest service  \nD1.HCS.CL6.03 D2.TRM.CL9.12 D1.HML.CL10.07 D1.HRM.CL9.06  \nTrainee Manual  \nProject Base  \nWilliam Angliss Institute of TAFE  \n555 La Trobe Street Melbourne 3000 Victoria  \nTelephone: (03) 9606 2111  \nFacsimile: (03) 9670 1330  \nAcknowledgements  \nProject Director: Wayne Crosbie  \nChief Writer: Alan Hickman  \nSubject Writer: Nick Hyland  \nProject Manager: Alan Maguire  \nEditor: Jim Irwin  \nDTP/Production: Daniel Chee, Mai Vu , Jirayu Thangcharoensamut  \nThe Association of Southeast Asian Nations (ASEAN) was established on 8 August 1967. The Member States of the Association are Brunei Darussalam, Cambodia, Indonesia, Lao PDR, Malaysia, Myanmar, Philippines, Singapore, Thailand and Viet Nam.  \nThe ASEAN Secretariat is based in Jakarta, Indonesia.  \nGeneral Information on ASEAN appears online at [the ASEAN Website:](the ASEAN Website: www.asean.org)[ ](the ASEAN Website: www.asean.org)[www.asean.org](the ASEAN Website: www.asean.org).  \nAll text is produced by William Angliss Institute of TAFE for the ASEAN Project on “Toolbox Development for Priority Tourism Labour Division”.  \nThis publication is supported by Australian Aid through the ASEAN-Australia Development Cooperation Program Phase II (AADCP II) .  \nCopyright: Association of Southeast Asian Nations (ASEAN) 2012.  \nAll rights reserved.  \nDisclaimer  \nEvery effort has been made to ensure that this publication is free from errors or omissions. However, you should conduct your own enquiries and seek professional advice before relying on any fact, statement or matter contained in this book. ASEAN Secretariat and William Angliss Institute of TAFE are not responsible for any injury, loss or damage as a result of material included or omitted from this course. Information in this module is current at the time of publication. Time of publication is indicated in the date stamp at the bottom of each page.  \nSome images appearing in this resource have been purchased from various stock photography  \nsuppliers and other third party copyright owners and as such are non-transferable and non-exclusive. Additional images have been sourced from Flickr and are used under:  \n[http://creativecommons.org/l](http://creativecommons.org/l)icenses/by/2 .0/deed.en  \n[http://www.sxc.hu/](http://www.sxc.hu/)  \nFile name: TM_Maintain_quality_customer_service_310812.docx  \nTable of contents  \nIntroduction to trainee manual........................................................................................... 1  \nUnit descriptor................................................................................................................... 3  \nAssessment matrix ........................................................................................................... 5  \nGlossary ........................................................................................................................... 7  \nElement 1: Identify customer/guest requirements ............................................................. 9  \nElement 2: Ensure delivery of quality products and services........................................... 29  \nElement 3: Evaluate customer service ............................................................................ 51  \nPresentation of written work ............................................................................................ 67  \nRecommended reading................................................................................................... 69  \nTrainee evaluation sheet................................................................................................. 71  \n© ASEAN 2012  \nTrainee Manual  \nMaintain quality customer/guest service  \nIntroduction to trainee manual To the Trainee  \nCongratulations on joining this course. This Trainee Manual is one part of a „toolbox‟ which is a resource provid","cbCaiv01s7ayEpXW","https://ap.wps.com/l/cbCaiv01s7ayEpXW","pdf",2507437,"English","# Introduction to trainee manual\n## Unit descriptor\n## Assessment matrix\n## Glossary\n## Element 1: Identify customer/guest requirements\n## Element 2: Ensure delivery of quality products and services\n## Element 3: Evaluate customer service\n## Presentation of written work\n## Recommended reading\n## Trainee evaluation sheet","[{\"question\":\"What is the purpose of the Trainee Manual?\",\"answer\":\"The manual helps trainees study and develop competence in customer/guest service, using ASEAN’s “toolbox” training approach.\"},{\"question\":\"What are CBT and CBA in this course?\",\"answer\":\"Competency based training focuses on what workers can do at work, while competency based assessment gathers evidence and judges performance against competency standards.\"},{\"question\":\"How does competency based assessment determine trainee achievement?\",\"answer\":\"CBA collects evidence showing what the trainee can perform and then makes a judgement about the extent to which duties meet the required competency standard.\"}]","Maintain quality customer/guest service - Trainee Manual | PDF",202]