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Elements and Performance Criteria

  1. Provide a quality service experience to customers.
  2. Proactively respond to difficult service situations.
  3. Resolve customer complaints.
  4. Develop a customer relationship.

Required Skills

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

problemsolving skills to identify and resolve difficult service situations and customer complaints

selfmanagement 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

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 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 individuals ability to

determine different customer service needs and expectations

liaise with team members to ensure efficient service delivery

offer extra and addon products and services

promote repeat business by the offer of promotional services

resolve customer complaints

use of problemsolving 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

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

SITHKOP Plan catering for events or functions

SITXCOM Show social and cultural sensitivity

SITXCOM Manage conflict

SITXEVT Plan inhouse events or functions


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.

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.