Assessor Resource

SITXCCS002A
Provide quality customer service

Assessment tool

Version 1.0
Issue Date: March 2024


This unit describes a high-level customer service skill for those working within the service industries and applies to the full range of tourism and hospitality, retail and personal services, and sport and recreation industry sectors and environments, including those involved in food and beverage service, housekeeping, front office and hairdressing.

It applies to those who deal with customers and whose job includes the opportunity to provide a quality customer service experience. Senior operational personnel or supervisors and managers who operate autonomously are involved in providing this service.

This unit describes the performance outcomes, skills and knowledge required to provide quality service to customers in a range of service industry workplaces. It requires the ability to determine and address diverse customer needs and expectations, ascertain changes in customer preferences, establish rapport, deal with complaints and difficult service situations, use opportunities for promoting and up-selling, apply knowledge of protocol and ritual for particular types of industry sectors and organisations, and systematically manage a clientele through rewards systems, databases, etc.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

This unit builds on the skills addressed in other units dealing with customer service and communication, such as SITXCOM001A Work with colleagues and customers.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Nil


Employability Skills

The required outcomes described in this unit of competency contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements.




Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

ability to provide a total quality service experience

knowledge of different customer preferences and ways to meet both stated and unstated requirements

ability to use selling techniques to promote products and services within a specific tourism or hospitality context

ability to handle and resolve complaints and difficult customer service situations.

Context of and specific resources for assessment

Assessment must ensure:

demonstration of skills while undertaking normal job tasks, e.g. up-selling while providing food and beverage service, promoting the hotel or park restaurant while at reception, advising guests of special features or events while issuing tickets to a theme park or other attraction, or promoting through the development of menus, specials or other special products or services

work activities that allow interaction with multiple and diverse customer types to allow the candidate to respond to a range of requirements and customer service situations.

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct observation of the candidate providing service to customers

oral or written questions to determine product and service knowledge

case studies to test knowledge of appropriate products and services for different contexts, customers and situations

role-plays in which the candidate promotes products and services and demonstrates up-selling techniques

projects to develop menus, promotional ideas or suggestions for a particular product or service

project to research customer preferences for a particular organisation or context

review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

SITXCOM002 Work in a socially diverse environment

SITXCOM003A Deal with conflict situations.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

This section describes the essential skills and knowledge and their level, required for this unit.

The following skills must be assessed as part of this unit:

communication skills to source information and determine customer needs and preferences through observation, questioning and active listening

appropriate personal presentation and use of non-verbal communication

selection and use of appropriate communication medium, including email and telephone and appropriate tone and style for different purposes and target audience

formal and informal research skills

conflict resolution techniques

managing own work tasks, timing and workflow

problem-solving techniques to deal with contingencies, difficult service situations and customer complaints.

The following knowledge must be assessed as part of this unit:

any legal issues that impact on the sale of products and services

in-depth knowledge of organisation products and services

general knowledge of the market for different types of products and services

different stated and unstated customer preferences and needs, and ways of meeting requirements

protocols, service rituals, and service culture and expectations in relevant industry context

expectations of socially and culturally diverse customers

role of frontline staff in maximising business performance through effective up-selling and promotion

ways in which different services present and promote products

client management and reward systems, such as customer databases, promotions and loyalty programs.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below.

Formal and informal research may include:

discussions with colleagues

reading organisation information

research of product and service information brochures

general media

membership of industry associations and networks

attendance at conferences, trade shows and industry events

distributing surveys and questionnaires.

Products, services and promotional initiatives may include:

tours and transport

conferences and conventions

function facilities

entertainment

shopping services

restaurant facilities

food and beverage

add-on services

special offers or packages.

Customer preferences, needs and expectations:

may be determined by:

active listening

questioning

observation

recognition of non-verbal signs

may be related to:

age

gender

social and cultural characteristics

prior knowledge

special needs

may include:

friendliness

courtesy

value for money

prompt or timely service

assistance

empathy and support

comfort

new experience

basic needs for food, shelter, transport or other services.

Product and service knowledge may relate to:

general features

special features

benefits

disadvantages

price

special offers

availability

how to purchase or order.

Promoting products and services may include:

displays

promotions

special offers and deals

menus and specials

word of mouth

up-selling.

Selling techniques include up-selling and suggestive selling and may involve:

serving

helping

advising

building rapport with customers

arousing interest.

Complaints or difficult customer service situations may include:

problems or faults with the service or product

delays or poor timing of product or service supply

misunderstandings or communication barriers

difficult or demanding customers

customers with different or special needs or expectations

escalated complaints.

Communication techniques may include:

listening and active listening

asking questions to gain information, clarify ambiguities and adequately understand requirements

rephrasing and repeating questions, requests and statements to confirm that they have been correctly understood

empathising with the customer's situation while upholding organisation policy

non-verbal communication and recognition of non-verbal signs

using communication techniques appropriate to different social and cultural groups

ability to speak clearly, be understood and use appropriate language, style and tone.

Organisation constraints may include:

feasibility

costs and budgets

policy and procedures

job role and responsibility.

Customer information may include:

names

preferences and expectations such as favourite products, rooms, additional requirements and special needs

details of products and services experienced

comments and feedback provided.

Promotional initiatives may include:

reward systems and loyalty programs

promotions and specials

online promotions.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Identify opportunities and use formal and informal research to develop and maintain knowledge of products and services. 
Use customer feedback and workplace observation to evaluate products, services and promotional initiatives and identify changes in customer preferences, needs and expectations. 
Share market, product and service knowledge obtained with colleagues to enhance the effectiveness of the team. 
Suggest ideas to appropriate person for product and service adjustments to meet customer needs for future planning according to organisation policy. 
Determine and clarify customer preferences, needs and expectations. 
Offer accurate information about appropriate products and services to customers to meet their needs and expectations. 
Anticipate customer preferences, needs and expectations throughout the service experience and provide products and services in a timely manner, appropriate to individual needs and preferences, and according to organisation standards. 
Offer possible extras and add-ons appropriately and provide personalised and additional services and products where appropriate. 
Proactively promote products and services at appropriate opportunities according to current organisation goals and promotional focus and employ selling techniques appropriately to encourage usage and purchase. 
Identify problems in products and services and take action immediately to address them and/or notify management. 
Liaise with team members to ensure timely and efficient service. 
Share information with other team members and relevant persons to ensure efficient service and timely and smooth workflow. 
Use questioning techniques to establish and agree on the nature, possible cause and details of the complaint or difficult customer service situation with the customer and assess the impact on the customer of the situation. 
Use communication techniques to assist in the management of the complaint and handle the situation sensitively, courteously and discreetly. 
Take responsibility for finding a solution to the complaint within the scope of individual responsibility. 
Determine possible options to resolve the complaint and promptly analyse and decide on the best solution, taking into account any organisation constraints. 
Take appropriate action swiftly to resolve the complaint and prevent escalation, in agreement with customer and to the customer's satisfaction. 
Where appropriate, use techniques to turn complaints into opportunities to demonstrate high quality customer service. 
Provide feedback on complaints to appropriate personnel in order to avoid future occurrence. 
Reflect on and evaluate complaint and solution to enhance response to future complaints or difficult service situations. 
Determine and record customer information where appropriate to provide personalised service. 
Develop and maintain knowledge of organisation promotional initiatives and implement where appropriate. 
Proactively provide enhanced products and services to clients and customers based on client information. 

Forms

Assessment Cover Sheet

SITXCCS002A - Provide quality customer service
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

SITXCCS002A - Provide quality customer service

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: