Required skills

communication skills to

interact with customers in a polite and friendly manner

ask questions and actively listen to customers to determine their needs

provide clear and accurate information

discuss customer problems with colleagues and supervisors

problemsolving skills to recognise customer problems and resolve or refer service issues

teamwork skills to provide customer feedback to relevant supervisors or managers

Required knowledge

importance of the customer within the service industries

customer service standards and attitudes expected by the service industries

value of customer feedback in improving service delivery

for the particular organisation

designated response times for acknowledging and greeting customers

customer service policies for resolving routine customer service problems

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

greet and serve customers on multiple occasions and cover a range of customer service enquiries including customer problems

demonstrate knowledge of customer service standards expected by the service industries

serve customers within designated response times

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

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 of the individual

greeting and serving customers

dealing with routine customer service problems

use of problemsolving exercises so the individual can identify reasons for customer problems and provide suggested solutions

written or oral questioning to assess knowledge of

customer service standards expected by the service industries

customer service policies for resolving routine customer service problems

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

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

SIRXSLS Sell products and services

SITHACS Provide housekeeping services to guests

SITHFAB Serve food and beverage

SITTGDE Interpret aspects of local Australian Indigenous culture

SITTVAF Load and unload a ride

SITXCCS Provide visitor information

SITXCOM Show social and cultural sensitivity

Customers may be:

Ways to communicate with customersmay:

Others may include:

Routine customer problemsmay involve:

Organisational policymay relate to: