Interact with customers (Superseded)
This unit is an accredited training resource consistent with the Nationally Recognised Training requirements for Vocational Education and Training (VET) and is ideal for Registered Training Organisations (RTOs) in Australia. It consists of Learning Resource Material (instructional theory), an Assessment Workbook, and information about assessment mapping to the Performance Criteria, Knowledge Evidence, and Performance Evidence requirements of this accredited unit.
Our SITXCCS003 training product is available for purchase as a hardcopy (printed) book in both Learner Guide and Trainer/Assessor Guide variants. This unit is available for enrolment and online training/assessment via Catapult LMS (Learning Management System). NOTE: If you are a training provider, please do your own validation, in accordance with your Training and Assessment Strategy (TAS).
$15.00 inc GST
Unit information about the SITXCCS003 training material in this resource
SITXCCS003 information from training.gov.au.
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.
Unit mapping information
SITXCCS202 Interact with customers
Licensing, legislative, regulatory or certification requirements
No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.
Unit sector or competency field
Cross-Sector—Client and Customer Service
Prerequisite, co-requisite or interdependent assessment of units
Skills must be demonstrated in an operational business environment where customers are served. This can be:
- an industry workplace
- a simulated industry environment
Assessment must ensure access to:
- organisational policies and procedures relating to:
- customer service standards
- designated response times
- presentation standards
- dealing with customer problems
- recording and reporting customer feedback
- internal and external customers with whom the individual can interact; these can be:
- customers 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.