Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
SITXCCS003A Mapping and Delivery Guide
Manage quality customer service
Version 1.0
Issue Date: April 2024
Qualification | - |
Unit of Competency | SITXCCS003A - Manage quality customer service |
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Description | This unit describes the performance outcomes, skills and knowledge required to manage customer service quality in a range of service industry workplaces. It requires the ability to develop and monitor management strategies to enhance and oversee the delivery of quality customer service.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. | ||
Employability Skills | The required outcomes described in this unit of competency contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements. | ||
Learning Outcomes and Application | This unit applies to individuals responsible for managing and improving service quality in the service industries. It focuses on the need to research and develop proactive approaches to service quality issues with some strategic and leadership focus.Depending on size and nature of the organisation, managers and some supervisors undertake this role. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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Prerequisites/co-requisites | Nil | ||
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 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Develop approaches to enhance quality customer service. |
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Element: Manage the delivery of quality service. |
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Element: Monitor and adjust customer service. |
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