This unit describes the performance outcomes, skills and knowledge required to provide professional and personalised customer service experiences. It requires the ability to determine and meet customer preferences, develop customer relationships, respond to difficult service situations, and take responsibility for resolving complaints.  The unit applies to those who deal directly with customers on a daily basis and who operate independently or with limited guidance from others. It includes senior frontline sales personnel, supervisors and managers who use discretion and judgement to provide quality customer service experiences.  This includes individuals working in a range of tourism, travel, hospitality and events contexts.

Unit details

Location:
Study level:
Vocational and further education (TAFE)
Unit code:
SITXCCS007

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 professional and personalised customer service experiences to two different internal and two different external customers to meet requirements; - 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; - seek formal and informal feedback from customers on quality of above service, and; - provide above service to above customers in line with organisational customer service standards and within designated organisational response times.Students will also be expected to demonstrate the following knowledge: - principles and benefits of enhanced customer service experiences and positive communication; - techniques to anticipate customer preferences, needs and expectations throughout the service experience; - conflict resolution techniques; - methods for enhancing service delivery in response to staff and customer feedback; - various extras and add-ons to enhance the customer experience; - specific industry sector; - particular organisation; - procedures for responding to the following common customer complaints; - methods of compensating dissatisfied customers; - factors to consider when determining compensation of dissatisfied customers; - 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.

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