Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
SITXCCS007 Mapping and Delivery Guide
Enhance customer service experiences
Version 1.0
Issue Date: March 2024
Qualification | - |
Unit of Competency | SITXCCS007 - Enhance customer service experiences |
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Description | |||
Employability Skills | |||
Learning Outcomes and Application | This unit describes the performance outcomes, skills and knowledge required to provide professional and personalised customer service experiences. It requires the ability to determine and meet customer preferences, develop customer relationships, respond to difficult service situations, and take responsibility for resolving complaints.The unit applies to those who deal directly with customers on a daily basis and who operate independently or with limited guidance from others. It includes senior frontline sales personnel, supervisors and managers who use discretion and judgement to provide quality customer service experiences.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: computers and databases that manage customer profiles and promotional activities 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. |
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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 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Provide a quality service experience. |
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Element: Proactively respond to difficult service situations. |
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Element: Resolve customer complaints. |
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Element: Develop customer relationships. |
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