Provide service to customers
Note: SITXCCS006 is superseded by SITXCCS014
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 SITXCCS006 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).
This SITXCCS006 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.
The unit content consists of:
Our SITXCCS006 training product is available for purchase as a hardcopy (printed) book in both Learner Guide and Trainer/Assessor Guide variants.
This unit is also available for enrolment and online training/assessment via Catapult LMS (Learning Management System). Contact us to learn more.
NOTE: If you are a training provider, please do your own validation, per your Training and Assessment Strategy (TAS).
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.
SITXCCS303 Provide service to customers
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.
Cross-Sector—Client and Customer Service
Not applicable
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, procedures and templates relating to:
customer service standards
designated response times
presentation standards
procedures for dealing with customer complaints
customer surveys and feedback collection
recording and reporting customer feedback
internal and external customers with different cultural backgrounds and special service needs 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.
$15.00 inc GST
