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.

Unit details

Location:
Industry
Online
Other
Study level:
Vocational and further education (TAFE)
Unit code:
SITXCCS006

Assessment

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.Students will also be expected to demonstrate the following knowledge: - principles of quality customer service and positive communication; - appropriate non-verbal communication for customer service; - methods for enhancing service delivery in response to staff and customer feedback; - specific industry sector; - particular organisation; - customer service policies and procedures; - awareness of special needs, customs and practices of various social and cultural groups of customers; - methods of collecting feedback, and; - essential features, conventions and usage of different types of communication techniques and equipment.

Where to next?

As part of a course

This unit is studied as part of the following courses. Refer to the course page for information on how to apply for the course.

VU takes care to ensure the accuracy of this unit information, but reserves the right to change or withdraw courses offered at any time. Please check that unit information is current with the Student Contact Centre.