Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
SITXCCS003 Mapping and Delivery Guide
Interact with customers
Issue Date: February 2018
||Unit of Competency||SITXCCS003 - Interact with customers|
|Learning Outcomes and Application||This unit describes the performance outcomes, skills and knowledge required to deliver fundamental customer service to both internal and external customers. It requires the ability to greet and serve customers, and respond to a range of basic customer service enquiries, including routine customer problems.The unit applies to frontline service personnel who operate under close supervision and with guidance from others. They provide routine customer service and would not be expected to respond to complex customer requests or complaints.The unit applies to individuals working in a range of tourism, travel, hospitality and events contexts.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 business environment where customers are served. This can be:
an industry workplace
a simulated industry environment.
Assessment must ensure access to:
organisational policies and procedures relating to:
customer service standards
designated response times
dealing with customer problems
recording and reporting customer feedback
internal and external customers 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 Organisationsâ€™ requirements for assessors.
|Competency Field||Client and Customer Service|
|Development and validation strategy and guide for assessors and learners||Student Learning Resources||Handouts
|Assessment 1||Assessment 2||Assessment 3||Assessment 4|
|Elements of Competency||Performance Criteria|
|Element: Greet and serve customers.|
|Element: Work with others to deliver service.|
|Element: Provide feedback on customer service.|