SITXCCS007

Application

This unit describes the performance outcomes, skills and knowledge required to provide professional and personalised customer service experiences. It requires the ability to determine and meet customer preferences, develop customer relationships, respond to difficult service situations, and take responsibility for resolving complaints.

The unit applies to those who deal directly with customers on a daily basis and who operate independently or with limited guidance from others. It includes senior frontline sales personnel, supervisors and managers who use discretion and judgement to provide quality customer service experiences.

This includes individuals working in a range of tourism, travel, hospitality and events contexts.

Unit mapping information

SITXCCS401 Enhance the customer service experience

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

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

Not applicable

Assessment conditions

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:

• computers and databases that manage customer profiles and promotional activities
• 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