SITXCCS014 - Provide service to customers

TAFE Victoria logo
Unit code: SITXCCS014 | Study level: TAFE
Credit points
N/A
Location
Footscray Nicholson
Industry
Prerequisites
N/A
Overview
Enquire

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 & extend knowledge and skill competence within set & controlled parameters in accordance with each units learning outcomes & 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
  • apply procedures to respond to and resolve three different customer complaints according to organisational policies and procedures
  • use effective communication techniques with the above internal and external customers, including at least one with special needs
  • 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:
    • body language
    • culturally specific communication customs and practices
    • dress and accessories
    • gestures and mannerisms
    • use of space
    • voice tonality and volume
  • methods for enhancing service delivery in response to staff and customer feedback
  • professional service standards expected of service industry personnel
  • attitudes and attributes expected by the service industries to work with customers
  • standards of personal presentation and hygiene
  • different customer service and communication expectations, including those with special service needs
  • types of customers
    • external
    • internal
    • new
    • regular or repeat
    • visitors
  • designated response times for acknowledging customers and their enquiry
  • customer service policies and procedures, including those for:
    • acknowledging and greeting customers
    • complaint and dispute management
    • empowerment of different levels of personnel to resolve complaints, disputes, service issues and customer compensation
    • loyalty programs
    • presentation standards for customer environment, customer service personnel, and documents and promotional materials
    • pricing guarantees
    • product quality
    • refunds and cancellation fees
    • response times
    • service guarantees
    • training staff for customer service and complaint handling
  • awareness of special needs, customs and practices of various social and cultural groups of customers in regard to:
    • modes of greeting, farewelling and conversation
    • body language and body gestures
    • formality of language
    • clothing
  • considerations when selecting a mode of communication:
    • assistive technology requirements
    • use of interpreters
    • two-way communication systems
  • methods of collecting feedback:
    • formal:
  • surveys
  • interviews
  • structured questioning
    • informal:
  • observation
  • casual discussion
  • essential features, conventions and use of different types of communication techniques and equipment.

Required reading

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

As part of a course

This unit is studied as part of the following course(s):

Certificate III in Hospitality
SIT30622 | Certificate iii | Duration:

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.

Search for units, majors & minors