Assessor Resource

SITXCCS401
Enhance the customer service experience

Assessment tool

Version 1.0
Issue Date: April 2024


This unit applies to all tourism, travel, hospitality and event sectors.

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

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.

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

Prerequisites

Not applicable.

Employability Skills

This unit contains employability skills.



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, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

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

Evidence of the ability to:

provide professional and personalised customer service experiences on multiple occasions to meet the expectations of a variety of customers

communicate with a diverse range of customers including those with special needs to provide a total quality service experience

resolve difficult service situations and customer complaints within designated times

demonstrate knowledge of professional service standards expected of service industry personnel

complete service within commercial time constraints and designated response times so that all customers are served effectively.

Context of and specific resources for assessment

Assessment must ensure use of:

a real or simulated tourism, hospitality or event industry customer service environment where customers are served

computers and data bases that manage customer profiles and promotional activities

current commercial customer service policies and procedures including those for complaint handling

customers with whom the individual can interact.

Method 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, using role plays, to assess the individual’s ability to:

determine different customer service needs and expectations

liaise with team members to ensure efficient service delivery

offer extra and add-on products and services

promote repeat business by the offer of promotional services

resolve customer complaints

use of problem-solving exercises so the individual can identify reasons for difficult service situations and provide suggested solutions

written or oral questioning to assess knowledge of:

professional service standards expected of service industry personnel

types of customer loyalty programs

customer service policies and procedures

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.

Guidance information for assessment

The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:

SITHKOP404 Plan catering for events or functions

SITXCOM201 Show social and cultural sensitivity

SITXCOM401 Manage conflict

SITXEVT401 Plan in-house events or functions.

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.

Required skills

communication skills to:

determine customer needs and preferences through observation, questioning and active listening

discuss service difficulties with team members and suppliers

use probe questioning to gain information, clarify ambiguities and adequately understand customer complaints

initiative and enterprise skills to:

offer additional services and products

proactively compensate for service difficulties

literacy skills to:

read and interpret policies and procedures

write entries into customer service data bases

numeracy skills to calculate the cost of products and services, estimate profitability and consider the cost of customer compensation

problem-solving skills to identify and resolve difficult service situations and customer complaints

self-management skills to take responsibility for customer service outcomes

teamwork skills to share customer information with team members to ensure efficient service delivery

technology skills to use computers and data bases that manage customer profiles and promotional activities.

Required knowledge

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

value of staff and customer feedback in enhancing service delivery

for the specific industry sector:

professional service standards expected of service industry personnel

attitudes and attributes expected by the service industries to work with customers

accepted service standards and rituals

different customer service needs and expectations

types of customer loyalty programs

the essential features and usage of the customer data base

for the particular organisation:

designated response times for providing service and resolving complaints

customer service policies and procedures including those for complaint handling

promotional services offered.

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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Customer preferences, needs and expectations:

may be determined by:

active listening

observation

questioning

recognition of nonverbal signs

may include:

assistance

comfort

courtesy

empathy and support

emergency support

friendliness

new experiences

prompt service

special requests

value for money

variations to standard menu items

may be related to:

age

gender

prior knowledge

social and cultural characteristics

special needs.

Customers may include:

committees

external:

business to business

corporate

e-business

government

online

the media

retail

internal:

colleagues

managers

members of a team

staff from other departments, branches or locations

supervisors

new or regular

visitors.

Extras and add-ons may include:

products not requested by the customer but identified as a good fit, including:

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 the destination

extra food items such as entrées, desserts and cheese plates

flight fuel emissions offset fee ("flying carbon neutral")

local guiding services

optional meals and dining experiences

optional tours

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.

Suppliers may include:

accommodation providers

attractions

vehicle rental operators

entertainment venues

event organisations

guides

restaurants

tour and cruise operators

tour wholesalers

transport operators.

Compensate for the situation may involve:

considering the:

financial constraints of the organisation

profitability of the sale

negotiating with suppliers, on customer behalf, to gain reduced rates or extra services

provision of some or all services:

free of charge

at reduced rate

provision of:

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.

Complaint may involve:

customers with unmet expectations of products and services

difficult or demanding customers

escalated complaints or disputes

incorrect pricing or quotes

other team members or suppliers not providing special requests

misunderstandings or communication barriers

problems or faults with the service or product.

Communication techniques may involve:

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

active listening

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

empathising with customer situation while upholding organisational policy

nonverbal communication and recognition of nonverbal signs

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

using communication techniques appropriate to different social and cultural groups.

Organisational constraints may include:

costs and budgets

feasibility of providing the solution

own empowerment to resolve the complaint

policy and procedures

profitability of the sale

ultimate responsibility within the organisation.

Promotional services may include:

birthday gifts

customer loyalty programs

newsletters

email notification of:

sales

new product ranges

reminders of forthcoming special occasions, such as Mother’s day and Valentine’s day

sale of gift vouchers

discount vouchers.

Customer profiles may include:

birthdays and anniversaries

comments and feedback provided

details of products and services experienced

names and contact details

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

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
Determine and clarify customer preferences, needs and expectations. 
Advise customers about appropriate products and services to meet their needs. 
Anticipate customer preferences, needs and expectations throughout the service experience. 
Promptly provide products and services which meet individual preferences. 
Offer extras and add ons and provide tailored and additional services and products. 
Check the actioning of special requests before customer delivery. 
Provide professional and personalised service to provide a quality service experience. 
Liaise with team members and suppliers to ensure efficient service delivery. 
Share customer information with team members to ensure quality service. 
Identify problems with products and services and take immediate action to address them before provision to the customer. 
Anticipate delays in product and service provision and regularly update customer on expected outcomes. 
Advise customers of alternative products and services. 
Proactively compensate for the service difficulty according to individual empowerment and organisational policy. 
Provide ongoing internal feedback on service issues and suggest improvements to avoid customer disappointment. 
Use questioning techniques to establish and agree on the nature, possible cause and details of the complaint. 
Assess the impact on the customer. 
Use communication techniques to assist with the management of the complaint. 
Handle the situation sensitively, courteously and discreetly. 
Take responsibility for finding a solution to the complaint. 
Determine options to resolve the complaint and promptly analyse and decide on the best solution, taking into account any organisational constraints. 
Take swift action to resolve the complaint and prevent escalation, in consultation with customer and to customer satisfaction. 
Use techniques to turn complaints into opportunities to demonstrate high quality customer service. 
Provide internal feedback on complaints in order to avoid future occurrence. 
Reflect on and evaluate complaints and solutions to enhance response to future issues. 
Promote repeat business by the offer of promotional services according to individual empowerment and organisational policy. 
Maintain customer profiles to enhance service delivery. 
Develop a rapport with and provide personalised service to repeat customers. 
Provide tailored products and services based on customer profile. 

Forms

Assessment Cover Sheet

SITXCCS401 - Enhance the customer service experience
Assessment task 1: [title]

Student name:

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

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Result: Competent Not yet competent

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Assessment Record Sheet

SITXCCS401 - Enhance the customer service experience

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

(add lines for each task)

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Overall assessment result: Competent Not yet competent

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