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Ssrm-Demonstration Checklist With Oral Questioning

The document is a demonstration checklist for a trainee named Shayne R. Mendoza. It outlines the materials, equipment, and instructions needed to demonstrate effective communication skills in English for customer service. It includes an observation checklist to check if the trainee can express themselves clearly, listen effectively, and respond appropriately to questions. It also includes oral questions to probe the trainee's underlying knowledge on topics like improving communication skills, dealing with difficult customers, and following regulations. The trainer will use this checklist to assess if the trainee's demonstration and knowledge is satisfactory or needs improvement.

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Shaira Sophia Mendoza
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148 views

Ssrm-Demonstration Checklist With Oral Questioning

The document is a demonstration checklist for a trainee named Shayne R. Mendoza. It outlines the materials, equipment, and instructions needed to demonstrate effective communication skills in English for customer service. It includes an observation checklist to check if the trainee can express themselves clearly, listen effectively, and respond appropriately to questions. It also includes oral questions to probe the trainee's underlying knowledge on topics like improving communication skills, dealing with difficult customers, and following regulations. The trainer will use this checklist to assess if the trainee's demonstration and knowledge is satisfactory or needs improvement.

Uploaded by

Shaira Sophia Mendoza
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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DEMONSTRATION CHECKLIST WITH ORAL QUESTIONING

Trainee’s Name: Shayne R. Mendoza


Trainer’s Name: Shaira Sophia R. Mendoza
Project-Based
Demonstrate a Simulated Call Flow
Assessment:
Qualification: Contact Center Services Nc II
Unit of Competency Communicate Effectively in English For
Customer Service
Date of assessment:
Time of assessment:
Instructions for demonstration

Given the necessary materials, tools and equipment, the trainee must be
able to:
1. Demonstrate an ability to express oneself in a clear and concise
manner
2. Demonstrate an ability to listen and comprehend effectively

Materials and equipment


 Computer with peripherals
 Computer tables and chairs
 LCD projector
 White board
 Internet access
 Software for office productivity
 Internet browser (Google Chrome, Safari, Firefox, etc. except
Internet Explorer) updated to the latest version

OBSERVATION  to show if evidence is


demonstrated
During the demonstration of skills, did the
Yes No N/A
candidate:
 Express oneself effectively by manifesting 
proficiency in communication*
 Apply the 3 C’s of communication (clarity,
conciseness and coherence) to effectively 
deliver messages, feedback and instruction*
 Demonstrate effective listening by being able to
appropriately respond to questions and 
requests*
 Demonstrate comprehension by being able to
appropriately respond to questions and 
requests*
 Demonstrate with oral questioning 
 Create a dialogue and discuss it with a partner 
 Listen to audio and/or viewing video 
recordings
 Read an assign module/article and homework 
The trainee’s demonstration was:
Satisfactory  Not Satisfactory 

QUESTIONS

Satisfactory
Questions to probe the candidate’s underpinning
response
knowledge
Yes No
Extension/Reflection Questions
1. What is the best way to improve further your competency
level in effectively communicate in English for customer
service?
By practice active listening. Effective communicators are  
always good listeners. Active listening means engaging with
what people say by giving affirmative replies and asking
follow up questions to show that you are paying attention.
2. Why are learning communication skills helpful?
We rely on verbal and nonverbal communication to connect  
with other people.
Safety Questions
1. What precaution must you do to avoid mistakes in your  
workplace?
Give your work your full attention at the best times, double-
check all communications and presentations, and eliminate
distractions.
2. What would you do when the customer suddenly vents  
out all his anger and frustration to you at the onset of the
call?
The first thing to do is to remain calm. Don't take It
personally, listen and, if appropriate, apologize. Then solve
the problem.
Contingency Questions
1. How do you deal with someone with communication  
difficulties?
Listen carefully and allow enough time for a response if you
ask a question. Wait patiently for the person to reply and
repeat information back to the person to confirm you have
understood correctly.
2. What would you do in the event of a complicated issue?  
Simplify and focus on the essentials to get a satisfactory
solution.
Infrequent Events
1. Suppose a customer was disappointed over the service  
and decides to stop doing business with your company.
What would you do?
Either you can solve the problem instantly or not, make sure
that client understands that you are trying to, and this is
your only mission to make sure they end up happy. If you
cannot give a solution right away say that you have all the
information now and you will go to speak with your team or
supervisor to discuss the solution and give a timeframe when
you will get back to him.
2. What will you do if the customer abuses you on the  
phone?
The first thing that I will do is to stay calm and listen to the
customer’s problem and try to figure out what made
him/her annoyed. The next thing I will do is ask politely to
the customer to calm down. Then I will assure him/her to
solve their problem. The last thing that I will do is to identify
the root-cause that creates problem to the customer, fix it,
and ensure it never happens again. Also, learning from the
mistake can be used to improve the company process and
policy.
Rules and Regulations
1. What are the seven rules for effective customer service  
communication?
These are: Personalize the interaction, Avoid negative
phrases, Use positive language with a touch of empathy,
Listen closely and avoid interrupting the customer, Use
consistent brand vocabulary, and Make communication clear
and concise.
2. What is the key to success in a call center?  
A call center is all about providing quality service to the
customer. If you are good at handling customer well and
offering a good service, then you can be successful in the call
center.
The candidate’s underpinning  Satisfactory  Not
knowledge was: Satisfactory
Feedback to candidate
General comments [Strengths / Improvements needed]

Trainee’s signature: Date: October 21, 2021


Trainer’s signature: Date: October 21, 2021

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