Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

SITXCCS001 Mapping and Delivery Guide
Provide customer information and assistance

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency SITXCCS001 - Provide customer information and assistance
Description
Employability Skills
Learning Outcomes and Application This unit describes the performance outcomes, skills and knowledge required to provide customers with information and assistance on facilities, products and services.The unit applies to frontline service personnel working in a range of tourism, travel, hospitality, entertainment and cultural contexts. Information and assistance are often provided face-to-face, but may be by telephone or other remote mechanisms. Customer service personnel working under supervision undertake this function, but the unit is also relevant to those working in operational roles where customer service may not be the main focus of work, e.g. animal handlers in a zoo or technicians in a theatre.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Skills must be demonstrated in an operational customer service environment in a service based industry such as tourism, travel, hospitality or events. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

business equipment:

computers

telephones

sources of information on facilities and services

organisational specifications for customer service standards

customers from different cultural backgrounds with whom the individual can interact; these can be:

customers in an industry workplace during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.
Prerequisites/co-requisites
Competency Field Client and Customer Service
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Access and update information.
  • Source and access information on facilities, products and services.
  • Incorporate information into day-to-day work activities.
  • Share information with colleagues to support the efficiency and quality of service.
  • Identify and use opportunities to update and maintain facility, product and service knowledge.
       
Element: Assist customers.
  • Proactively identify information and assistance needs of customers, including those with special needs.
  • Provide accurate information in a clear, courteous and culturally appropriate way.
  • Where appropriate, assist or instruct customers in the use of equipment and facilities according to safety requirements, or refer to relevant colleagues.
  • Identify and use opportunities to promote internal products and services.
       
Element: Seek feedback on services.
  • Proactively seek customer feedback on facilities, products and services.
  • Observe customer behaviour to inform future service developments and follow procedures for formal customer evaluation.
  • Provide information on customer feedback to relevant colleagues.
       


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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Access and update information.

1.1.Source and access information on facilities, products and services.

1.2.Incorporate information into day-to-day work activities.

1.3.Share information with colleagues to support the efficiency and quality of service.

1.4.Identify and use opportunities to update and maintain facility, product and service knowledge.

2. Assist customers.

2.1.Proactively identify information and assistance needs of customers, including those with special needs.

2.2.Provide accurate information in a clear, courteous and culturally appropriate way.

2.3.Where appropriate, assist or instruct customers in the use of equipment and facilities according to safety requirements, or refer to relevant colleagues.

2.4.Identify and use opportunities to promote internal products and services.

3. Seek feedback on services.

3.1.Proactively seek customer feedback on facilities, products and services.

3.2.Observe customer behaviour to inform future service developments and follow procedures for formal customer evaluation.

3.3.Provide information on customer feedback to relevant colleagues.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

provide current, accurate and relevant information and assistance about organisational facilities, products and services to three different customers on three different occasions

provide above information and assistance in a culturally appropriate manner and according to customer service standards

maintain and extend personal knowledge of relevant facilities, products and services

seek informal feedback from customers on above activities.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

sources of information, advice and referral on organisational facilities, products and services

details of organisational facilities, products and services:

access

cloaking

direction or location of facilities

facilities for those with special needs

food and beverages

new activities, events and procedures

opening hours

operational changes

pricing

promotional activities

ticket sales

times of activities or events

organisational service procedures and standards

relevant legislation relating to customer service:

Australian consumer law

equal employment opportunity

work health and safety

promotions

organisational policies and procedures to enable ethical and non-discriminatory treatment of client requests and resolution of complaints:

communication protocols

complaint procedures

customer service procedures

reporting procedures

personal presentation

privacy

record-keeping procedures

communication mediums required to provide service to clients and colleagues

conflict-resolution strategies

awareness of customs and practices of various social and cultural groups within Australia to assist with meeting client needs and expectations in regards to:

modes of greeting, farewelling and conversation

body language and body gestures

formality of language

clothing

services and products within the organisation that may be suited to particular clients

principles and benefits of enhanced customer service experiences and positive communication.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, 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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Access and update information.

1.1.Source and access information on facilities, products and services.

1.2.Incorporate information into day-to-day work activities.

1.3.Share information with colleagues to support the efficiency and quality of service.

1.4.Identify and use opportunities to update and maintain facility, product and service knowledge.

2. Assist customers.

2.1.Proactively identify information and assistance needs of customers, including those with special needs.

2.2.Provide accurate information in a clear, courteous and culturally appropriate way.

2.3.Where appropriate, assist or instruct customers in the use of equipment and facilities according to safety requirements, or refer to relevant colleagues.

2.4.Identify and use opportunities to promote internal products and services.

3. Seek feedback on services.

3.1.Proactively seek customer feedback on facilities, products and services.

3.2.Observe customer behaviour to inform future service developments and follow procedures for formal customer evaluation.

3.3.Provide information on customer feedback to relevant colleagues.

Specifies different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included.

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Opportunities to update and maintain facility, product and service knowledge must include:

discussions with colleagues

internal newsletters

leaflets and brochures

staff noticeboards

team meetings.

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
Source and access information on facilities, products and services. 
Incorporate information into day-to-day work activities. 
Share information with colleagues to support the efficiency and quality of service. 
Identify and use opportunities to update and maintain facility, product and service knowledge. 
Proactively identify information and assistance needs of customers, including those with special needs. 
Provide accurate information in a clear, courteous and culturally appropriate way. 
Where appropriate, assist or instruct customers in the use of equipment and facilities according to safety requirements, or refer to relevant colleagues. 
Identify and use opportunities to promote internal products and services. 
Proactively seek customer feedback on facilities, products and services. 
Observe customer behaviour to inform future service developments and follow procedures for formal customer evaluation. 
Provide information on customer feedback to relevant colleagues. 

Forms

Assessment Cover Sheet

SITXCCS001 - Provide customer information and assistance
Assessment task 1: [title]

Student name:

Student ID:

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

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

SITXCCS001 - Provide customer information and assistance

Student name:

Student ID:

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

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: