Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:
principles and benefits of enhanced customer service experiences and positive communication
techniques to anticipate customer preferences, needs and expectations throughout the service experience
conflict resolution techniques
methods for enhancing service delivery in response to staff and customer feedback
various extras and add-ons to enhance the customer experience:
additional destinations
additional tours or cruises
cocktails and liqueurs to enhance the dining experience
coordination services at events and conferences
entrance to events, festivals and entertainment scheduled during customer stay at destination
entrance to major attractions at destination
extra food items
flight fuel emissions offset fee
local guiding services
optional meals and dining experiences
prepayment of baggage charges
prepayment of in-flight meals
pre-travel seat selection
private car transfers in lieu of regular transportation options
special offers or packages
specialised styling for events
storage for luggage after check-out
travel insurance
upgraded accommodation and flights
wine or boutique beers to match meals ordered
specific industry sector:
professional service standards and protocols for service industry personnel
attitudes and attributes expected by the service industries to work with customers
different customer service needs and expectations
types of customer loyalty programs
essential features and use of the customer databases
particular organisation:
designated response times for providing service and resolving complaints
customer service policies and procedures
complaint handling policies and procedures
promotional services offered
procedures for responding to the following common customer complaints:
incorrect pricing or quotes
delays or errors in providing products or services
misunderstanding of customer requests
escalated complaints or disputes
other team members or suppliers not providing special requests
misunderstandings or communication barriers
unmet expectations of, or problems or faults with, a service or product
methods of compensating dissatisfied customers:
negotiating with suppliers on customer behalf to gain reduced rates or extra services
providing some or all services:
free of charge
at reduced rate
providing:
discount vouchers to attend at a future time
inexpensive add-on products
small gifts
special attention during the service period
special customer service delivery on next attendance
factors to consider when determining compensation of dissatisfied customers:
financial constraints of the organisation
profitability of the sale
awareness of special needs, customs and practices of various social and cultural groups of customers in regards to:
modes of greeting, farewelling and conversation
body language and body gestures
formality of language
clothing
methods of collecting feedback:
formal:
surveys
interviews
structured questioning
informal:
observation
casual discussion
essential features, conventions and usage of different types of communication techniques and equipment.
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.