SITXCCS011 - Interact with customers

    Unit code: SITXCCS011 | Study level: TAFE
    Footscray Nicholson


    This unit describes the performance outcomes, skills and knowledge required to deliver fundamental customer service to both internal and external customers. It requires the ability to greet and serve customers, and respond to a range of basic customer service enquiries, including routine customer problems.
    The unit applies to frontline service personnel who operate under close supervision and with guidance from others. They provide routine customer service and would not be expected to respond to complex customer requests or complaints.The unit applies to 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 effective customer service to two different internal and two different external customers to meet requirements
    • interact with above customers in line with organisational customer service standards and within designated organisational response times
    • respond to three different customer problems according to organisational policies and procedures including:
      • identifying situations where problems are beyond own level of responsibility, and process to escalate in line with organisational policies and procedures
    • seek informal feedback from customers on above activities.

    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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