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Elements and Performance Criteria

  1. Communicate with internal and external customers.
  2. Deliver service according to defined standards.
  3. Provide service to customers.
  4. Respond to customer complaints.
  5. Provide internal feedback on customer service practices.

Required Skills

Required skills

communication skills to

interact with customers in a polite professional and friendly manner

develop rapport

respond to customers with diverse and special needs and expectations

discuss customer complaints with colleagues and supervisors

literacy skills to

read and interpret messages notes emails letters online communications and policies and procedures

write clear and concise messages notes emails faxes letters and online communications

problemsolving skills to recognise customer dissatisfaction and resolve or refer complaints

selfmanagement skills to deal with customer enquiries in a logical sequence

teamwork skills to provide feedback on service practices policies and procedures and suggest improvements

technology skills to use electronic communication media

Required knowledge

the principles of quality customer service and positive communication

appropriate voice tonality and volume

appropriate body language for customer service

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

standards of personal presentation and hygiene

different customer service and communication expectations especially those with special service needs

for the particular organisation

types of internal and external customers

designated response times for acknowledging customers and their enquiry

personal presentation and hygiene standards

customer service policies and procedures including those for complaint handling

the essential features conventions and usage of different types of communication media

Evidence Required

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 quality customer service on multiple occasions and cover a range of diverse customer service situations including the resolution of complaints

communicate effectively with a variety of internal and external customers including those with special needs

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

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 of the individual

serving customers

dealing with complaints

providing feedback on customer service practices

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

written or oral questioning to assess knowledge of

professional service standards expected of service industry personnel

personal presentation standards

customer service policies and procedures

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

SITHACS Provide accommodation reception services

SITHFAB Provide table service of food and beverage

SITTGDE Coordinate and operate tours

SITTTOP Operate tours in a remote area

SITTTSL Sell tourism products and services

SITXCCS Provide club reception services

SITXCOM Show social and cultural sensitivity


Range Statement

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.

Ways to communicate with customersmay be:

by telephone

by written format:

handwritten

electronic

hard copy letter

face-to-face

formal

informal using abbreviations

verbal

varied according to the needs of the customer, including:

use of an interpreter

use of appropriate voice tonality and volume

use of basic gestures

use of languages other than English including Australian Indigenous languages

use of visual aids:

photographs

sketches

product information sheets.

Customers may be:

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.

Nonverbal communication may involve:

body language

culturally specific communication customs and practices

dress and accessories

gestures and mannerisms

use of space

voice tonality and volume.

Medium of communication may include:

assistive technology, e.g. telephone typewriter (TTY)

email or other electronic communication

facetoface

fax

simple written messages, such as restaurant bookings or phone messages

standard forms and pro formas

telephone

through interpreters

twoway communication systems.

Situation may involve:

access of the sender and receiver to necessary equipment

degree of formality required

required format

technical and operational features to fulfil the need

technical skills required to use the medium

urgency and timeframes.

Personal presentation may involve:

attire, shoes and accessories

complying with organisational policy for personal presentation

hair and grooming

hands and nails

impacts on different types of customers

jewellery

personal hygiene

specific requirements for particular work functions

wearing of:

clothes that do not offend organisation customer base

clothes to suit different work locations

promotional clothing for special events

uniform items within the organisational policy directives.

Policies and procedures may relate to:

acknowledging and greeting customers:

addressing the person by name

modes of greeting and farewelling

complaint and dispute management

empowerment of different levels of personnel to resolve:

complaints

disputes

service issues

customer compensation

loyalty programs

presentation standards for:

customer environment

customer service personnel

documents and promotional materials

pricing guarantees

product quality

refunds and cancellation fees

response times

service guarantees

training staff for:

customer service

complaint handling

use of standard letters and pro formas.

Customers with special needs may include:

aged people

parents with young children

pregnant women

those with a disability

those with special cultural or language needs

unaccompanied children.

Customer complaints may involve:

customers with unmet expectations of products and services

difficult or demanding customers

incorrect pricing or quotes

other team members or suppliers not providing special requests

misunderstandings or communication barriers

problems or faults with the product

problems with the service, such as delays or incorrect orders.