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

SITXCCS006 Mapping and Delivery Guide
Provide service to customers

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency SITXCCS006 - Provide service to customers
Description
Employability Skills
Learning Outcomes and Application This unit describes the performance outcomes, skills and knowledge required to communicate effectively with and provide quality service to both internal and external customers. It requires the ability to establish rapport with customers, determine and address customer needs and expectations, and respond to complaints.The unit applies to those frontline service personnel who deal directly with customers on a daily basis and who operate with some level of independence and under limited supervision. This includes 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, procedures and templates relating to:

customer service standards

designated response times

presentation standards

procedures for dealing with customer complaints

customer surveys and feedback collection

recording and reporting customer feedback

internal and external customers with different cultural backgrounds and special service needs 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: Communicate with internal and external customers.
  • Communicate with customers in a professional manner within designated response times using appropriate verbal and non-verbal communication.
  • Observe and respond to non-verbal communication of customers.
  • Use active listening and questioning to facilitate effective two-way communication.
  • Select a medium of communication appropriate for the customer and situation.
       
Element: Follow defined organisational standards when delivering service.
  • Practise high standards of personal presentation and hygiene according to organisational requirements.
  • Follow organisational customer service policies and procedures.
  • Adhere to professional standards expected of service industry personnel.
       
Element: Provide service to customers.
  • Establish rapport with customer to promote goodwill and trust during service delivery.
  • Identify customer needs and expectations, including customers with special needs.
  • Promptly meet all reasonable customer needs and requests.
  • Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction.
  • Recognise and act upon opportunities to deliver additional levels of service beyond customer’s immediate request.
       
Element: Respond to customer complaints.
  • Proactively recognise customer dissatisfaction and take swift action to avoid escalation to a complaint.
  • Respond to customer complaints in a professional manner.
  • Identify solutions in consultation with customer.
  • Resolve complaints according to own level of responsibility and organisational policy.
  • Escalate complex service issues to higher level staff for action.
       
Element: Provide internal feedback on customer service practices.
  • Provide ongoing internal feedback on service practices, policies and procedures, and suggest improvements.
  • Identify individual and recurring complaints and provide internal feedback to avoid future occurrence.
       


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. Communicate with internal and external customers.

1.1.Communicate with customers in a professional manner within designated response times using appropriate verbal and non-verbal communication.

1.2.Observe and respond to non-verbal communication of customers.

1.3.Use active listening and questioning to facilitate effective two-way communication.

1.4.Select a medium of communication appropriate for the customer and situation.

2. Follow defined organisational standards when delivering service.

2.1.Practise high standards of personal presentation and hygiene according to organisational requirements.

2.2.Follow organisational customer service policies and procedures.

2.3.Adhere to professional standards expected of service industry personnel.

3. Provide service to customers.

3.1.Establish rapport with customer to promote goodwill and trust during service delivery.

3.2.Identify customer needs and expectations, including customers with special needs.

3.3.Promptly meet all reasonable customer needs and requests.

3.4.Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction.

3.5.Recognise and act upon opportunities to deliver additional levels of service beyond customer’s immediate request.

4. Respond to customer complaints.

4.1.Proactively recognise customer dissatisfaction and take swift action to avoid escalation to a complaint.

4.2.Respond to customer complaints in a professional manner.

4.3.Identify solutions in consultation with customer.

4.4.Resolve complaints according to own level of responsibility and organisational policy.

4.5.Escalate complex service issues to higher level staff for action.

5. Provide internal feedback on customer service practices.

5.1.Provide ongoing internal feedback on service practices, policies and procedures, and suggest improvements.

5.2.Identify individual and recurring complaints and provide internal feedback to avoid future occurrence.

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

identify customer requirements and provide quality customer service to three different internal and three different external customers to meet requirements

provide service to above customers in line with organisational customer service standards and within designated organisational response times

demonstrate procedures to respond to and resolve three different customer complaints according to organisational policies and procedures

demonstrate effective communication with the above internal and external customers, including any with special needs

seek formal and informal feedback from customers on above service.

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

principles of quality customer service and positive communication

appropriate non-verbal communication for customer service:

body language

culturally specific communication customs and practices

dress and accessories

gestures and mannerisms

use of space

voice tonality and volume

methods for enhancing service delivery in response to staff and customer feedback

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

particular organisation:

types of customers

external

internal

new

regular or repeat

visitors

designated response times for acknowledging customers and their enquiry

personal presentation and hygiene standards

customer service policies and procedures, in particular those for:

acknowledging and greeting customers

complaint and dispute management

empowerment of different levels of personnel to resolve complaints, disputes, service issues and customer compensation

loyalty programs

presentation standards for customer environment, customer service personnel, and documents and promotional materials

pricing guarantees

product quality

refunds and cancellation fees

response times

service guarantees

training staff for customer service and complaint handling

awareness of special needs, customs and practices of various social and cultural groups of customers in regards to:

modes of greeting, farewelling and conversation

body language and body gestures

formality of language

clothing

methods of collecting feedback:

formal:

surveys

interviews

structured questioning

informal:

observation

casual discussion

essential features, conventions and usage of different types of communication techniques and equipment.


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. Communicate with internal and external customers.

1.1.Communicate with customers in a professional manner within designated response times using appropriate verbal and non-verbal communication.

1.2.Observe and respond to non-verbal communication of customers.

1.3.Use active listening and questioning to facilitate effective two-way communication.

1.4.Select a medium of communication appropriate for the customer and situation.

2. Follow defined organisational standards when delivering service.

2.1.Practise high standards of personal presentation and hygiene according to organisational requirements.

2.2.Follow organisational customer service policies and procedures.

2.3.Adhere to professional standards expected of service industry personnel.

3. Provide service to customers.

3.1.Establish rapport with customer to promote goodwill and trust during service delivery.

3.2.Identify customer needs and expectations, including customers with special needs.

3.3.Promptly meet all reasonable customer needs and requests.

3.4.Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction.

3.5.Recognise and act upon opportunities to deliver additional levels of service beyond customer’s immediate request.

4. Respond to customer complaints.

4.1.Proactively recognise customer dissatisfaction and take swift action to avoid escalation to a complaint.

4.2.Respond to customer complaints in a professional manner.

4.3.Identify solutions in consultation with customer.

4.4.Resolve complaints according to own level of responsibility and organisational policy.

4.5.Escalate complex service issues to higher level staff for action.

5. Provide internal feedback on customer service practices.

5.1.Provide ongoing internal feedback on service practices, policies and procedures, and suggest improvements.

5.2.Identify individual and recurring complaints and provide internal feedback to avoid future occurrence.

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.

Medium of communication must include consideration of:

assistive technology

email or other electronic communication

face-to-face communication

fax

written messages for restaurant bookings or phone messages

standard forms and pro formas

telephone

use of interpreters

two-way communication systems.

Situation must involve consideration of the following factors:

access of the sender and receiver to necessary equipment and technology

degree of formality required

required format

technical and operational features to fulfil the need

technical skills required to use the medium

urgency and timeframes.

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
Communicate with customers in a professional manner within designated response times using appropriate verbal and non-verbal communication. 
Observe and respond to non-verbal communication of customers. 
Use active listening and questioning to facilitate effective two-way communication. 
Select a medium of communication appropriate for the customer and situation. 
Practise high standards of personal presentation and hygiene according to organisational requirements. 
Follow organisational customer service policies and procedures. 
Adhere to professional standards expected of service industry personnel. 
Establish rapport with customer to promote goodwill and trust during service delivery. 
Identify customer needs and expectations, including customers with special needs. 
Promptly meet all reasonable customer needs and requests. 
Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction. 
Recognise and act upon opportunities to deliver additional levels of service beyond customer’s immediate request. 
Proactively recognise customer dissatisfaction and take swift action to avoid escalation to a complaint. 
Respond to customer complaints in a professional manner. 
Identify solutions in consultation with customer. 
Resolve complaints according to own level of responsibility and organisational policy. 
Escalate complex service issues to higher level staff for action. 
Provide ongoing internal feedback on service practices, policies and procedures, and suggest improvements. 
Identify individual and recurring complaints and provide internal feedback to avoid future occurrence. 

Forms

Assessment Cover Sheet

SITXCCS006 - Provide service to customers
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

SITXCCS006 - Provide service to customers

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: