SITXCCS003 - Interact with customers

Unit code: SITXCCS003 | Study level: TAFE

Credit points

N/A

Location

Footscray Nicholson

Prerequisites

N/A

Overview

This unit describes the performance outcomes, skills and knowledge required to deliver fundamental customer service to both internal and external customers. It requires the ability to greet and serve customers, and respond to a range of basic customer service enquiries, including routine customer problems.

The unit applies to frontline service personnel who operate under close supervision and with guidance from others. They provide routine customer service and would not be expected to respond to complex customer requests or complaints. The unit applies to individuals working in a range of tourism, travel, hospitality and events contexts.

Assessment

For Melbourne campuses

Assessment tasks will be designed to reinforce and extend knowledge and skill competence within set and controlled parameters in accordance with each unit’s learning outcomes and performance criteria requirements, including the setting of work based practical application tasks designed to provide evidence of competence outcomes, within periodic and scheduled timelines.

Students will be expected to demonstrate the following required skills:

identify customer requirements and provide effective customer service to two different internal and two different external customers to meet requirements;
interact with above customers in line with organisational customer service standards and within designated organisational response times;
demonstrate procedures to respond to three different customer problems according to organisational policies and procedures;
identify situations where problems are beyond own level of responsibility, and process to escalate in line with organisational policies and procedures, and;
seek informal feedback from customers on above activities.

Students will also be expected to demonstrate the following knowledge:

importance of the customer in the service industries;
customer service standards expected in the service industries;
profiles of different types of customers;
value and role of customer feedback in improving service delivery;
presentation standards;
customer service policies and procedures, and;
procedures for responding to routine customer problems.

Required reading

The qualified trainer and assessor will provide teaching and learning materials as required in the form of workbooks produced by the Polytechnic and/or via the Polytechnic e-learning system.