SITXCCS006 - Provide service to customers

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Unit code: SITXCCS006 | Study level: TAFE
N/A
Footscray Nicholson
Industry
Online
N/A
Overview
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Overview

This unit describes the performance outcomes, skills and knowledge required to communicate effectively with and provide quality service to both internal and external customers. It requires the ability to establish rapport with customers, determine and address customer needs and expectations, and respond to complaints.


The unit applies to those frontline service personnel who deal directly with customers on a daily basis and who operate with some level of independence and under limited supervision. This includes 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 quality customer service to three different internal and three different external customers to meet requirements;
  • provide service to above customers in line with organisational customer service standards and within designated organisational response times;
  • demonstrate procedures to respond to and resolve three different customer complaints according to organisational policies and procedures;
  • demonstrate effective communication with the above internal and external customers, including any with special needs, and;
  • seek formal and informal feedback from customers on above service.

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.

As part of a course

This unit is not compulsory for any specific course. Depending on the course you study, this unit may be taken as an elective.

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