SITXCCS015

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.

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 customers are served. This can be:

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

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 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.