SITXCCS014 - Provide service to customers

    Unit code: SITXCCS014 | Study level: TAFE
    Footscray Nicholson


    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.


    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.

    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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