Assessor Resource
SITXCCS501
Manage quality customer service
Assessment tool
Version 1.0
Issue Date: April 2024
This unit applies to all tourism, travel, hospitality and event sectors and to any small, medium or large organisation.
It applies to senior managers who operate independently, have responsibility for others and are responsible for making a range of operational and strategic decisions.
This unit describes the performance outcomes, skills and knowledge required to develop, monitor and adjust customer service practices. It requires the ability to consult with colleagues and customers, develop policies and procedures for quality service provision and manage the delivery of customer service.
You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)