SITXCCS015 - Enhance customer service experiences

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Unit code: SITXCCS015 | Study level: TAFE
Footscray Nicholson


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.


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 professional and personalised customer service experiences to two different internal and two different external customers to meet requirements
  • apply procedures to respond to and resolve three different customer complaints according to organisational policies and procedures
  • apply 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 quality of above service
  • provide above service to above customers in line with organisational customer service standards and within designated organisational response times.

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):

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