SITXCCS008 - Develop and manage quality customer service practices

Unit code: SITXCCS008 | Study level: TAFE
Footscray Nicholson


This unit describes the performance outcomes, skills and knowledge required to develop, monitor and adjust customer service practices. It requires the ability to consult with colleagues and customers, develop policies and procedures for quality service provision, and manage the delivery of customer service. 


For Melbourne campuses

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:

  • research and develop customer service policies and procedures for at least three different areas of the business that meet industry standards;
  • implement and monitor practices for quality customer service in line with above policies and procedures over four service periods;
  • evaluate practices for quality service provision and identify any failings, and;
  • review policies and procedures, adjust as necessary, and communicate any new practices to staff.

Required reading

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

As part of a course

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

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