SITXCCS016

Application

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.

The unit applies to senior managers who operate independently, have responsibility for others and are responsible for making a range of operational and strategic decisions.

This includes individuals working in a range of tourism, travel, hospitality and event contexts and to any small, medium or large organisation.

The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Assessment Conditions

Skills must be demonstrated in an operational business environment where customer service takes place. This can be:

• an industry workplace; or
• a simulated industry environment set up for the purposes of assessment.

Assessment must ensure access to:

• current plain English regulatory documents distributed by government consumer protection regulators
• codes of practice and standards for customer service issued by industry groups
• sources of information on customer needs, complaints and feedback
• customer surveys and feedback collection tools and templates
• team members with whom the individual can interact. These can be:

• staff in an industry workplace during the assessment process; or
• individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.