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
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.

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: Provide a quality service experience.
  • Determine and confirm customer preferences, needs and expectations.
  • Advise customers about appropriate products and services to meet their needs.
  • Anticipate customer preferences, needs and expectations throughout the service experience.
  • Promptly provide products and services with professional and personalised service to meet individual preferences.
  • Offer extras and add-ons and provide tailored and additional products and services.
  • Check actioning of special requests before customer delivery.
  • Liaise with team members and suppliers to ensure efficient service delivery.
  • Share customer information with team members to ensure quality service.
       
Element: Proactively respond to difficult service situations.
  • Identify problems with products and services and take immediate action to address before provision to customer.
  • Anticipate delays in product and service provision and regularly update customer on expected outcomes.
  • Advise customers of alternative products and services.
  • Proactively compensate for service difficulty in line with own level of responsibility and organisational policy.
  • Provide ongoing internal feedback on service issues and suggest improvements.
       
Element: Resolve customer complaints.
  • Use questioning techniques to establish and agree on nature, possible cause, and details of the complaint.
  • Assess impact on customer.
  • Take responsibility for resolving complaints in a professional manner and using communication techniques to assist in their management.
  • Determine options to resolve complaints and promptly analyse and decide on optimal solutions, taking organisational constraints into account.
  • Act swiftly to resolve complaints and prevent escalation, in consultation with customer and to customer satisfaction.
  • Turn complaints into opportunities to demonstrate high quality customer service.
  • Provide internal feedback on customer complaints and feedback and required follow-up in order to avoid future occurrence.
  • Review and evaluate complaints and solutions to enhance response to future issues.
       
Element: Develop customer relationships.
  • Promote repeat business by offering promotional services according to individual empowerment and organisational policy.
  • Maintain customer profiles to enhance service delivery.
  • Provide personalised service to customers in a professional manner that builds repeat business.
  • Provide tailored products and services based on customer profile.
       


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. Provide a quality service experience.

1.1.Determine and confirm customer preferences, needs and expectations.

1.2.Advise customers about appropriate products and services to meet their needs.

1.3.Anticipate customer preferences, needs and expectations throughout the service experience.

1.4.Promptly provide products and services with professional and personalised service to meet individual preferences.

1.5.Offer extras and add-ons and provide tailored and additional products and services.

1.6.Check actioning of special requests before customer delivery.

1.7.Liaise with team members and suppliers to ensure efficient service delivery.

1.8.Share customer information with team members to ensure quality service.

2. Proactively respond to difficult service situations.

2.1.Identify problems with products and services and take immediate action to address before provision to customer.

2.2.Anticipate delays in product and service provision and regularly update customer on expected outcomes.

2.3.Advise customers of alternative products and services.

2.4.Proactively compensate for service difficulty in line with own level of responsibility and organisational policy.

2.5.Provide ongoing internal feedback on service issues and suggest improvements.

3. Resolve customer complaints.

3.1.Use questioning techniques to establish and agree on nature, possible cause, and details of the complaint.

3.2.Assess impact on customer.

3.3.Take responsibility for resolving complaints in a professional manner and using communication techniques to assist in their management.

3.4.Determine options to resolve complaints and promptly analyse and decide on optimal solutions, taking organisational constraints into account.

3.5.Act swiftly to resolve complaints and prevent escalation, in consultation with customer and to customer satisfaction.

3.6.Turn complaints into opportunities to demonstrate high quality customer service.

3.7.Provide internal feedback on customer complaints and feedback and required follow-up in order to avoid future occurrence.

3.8.Review and evaluate complaints and solutions to enhance response to future issues.

4. Develop customer relationships.

4.1.Promote repeat business by offering promotional services according to individual empowerment and organisational policy.

4.2.Maintain customer profiles to enhance service delivery.

4.3.Provide personalised service to customers in a professional manner that builds repeat business.

4.4.Provide tailored products and services based on customer profile.

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 professional and personalised customer service experiences to two different internal and two different external customers to meet requirements

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 quality of above service

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

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

principles and benefits of enhanced customer service experiences and positive communication

techniques to anticipate customer preferences, needs and expectations throughout the service experience

conflict resolution techniques

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

various extras and add-ons to enhance the customer experience:

additional destinations

additional tours or cruises

cocktails and liqueurs to enhance the dining experience

coordination services at events and conferences

entrance to events, festivals and entertainment scheduled during customer stay at destination

entrance to major attractions at destination

extra food items

flight fuel emissions offset fee

local guiding services

optional meals and dining experiences

prepayment of baggage charges

prepayment of in-flight meals

pre-travel seat selection

private car transfers in lieu of regular transportation options

special offers or packages

specialised styling for events

storage for luggage after check-out

travel insurance

upgraded accommodation and flights

wine or boutique beers to match meals ordered

specific industry sector:

professional service standards and protocols for service industry personnel

attitudes and attributes expected by the service industries to work with customers

different customer service needs and expectations

types of customer loyalty programs

essential features and use of the customer databases

particular organisation:

designated response times for providing service and resolving complaints

customer service policies and procedures

complaint handling policies and procedures

promotional services offered

procedures for responding to the following common customer complaints:

incorrect pricing or quotes

delays or errors in providing products or services

misunderstanding of customer requests

escalated complaints or disputes

other team members or suppliers not providing special requests

misunderstandings or communication barriers

unmet expectations of, or problems or faults with, a service or product

methods of compensating dissatisfied customers:

negotiating with suppliers on customer behalf to gain reduced rates or extra services

providing some or all services:

free of charge

at reduced rate

providing:

discount vouchers to attend at a future time

inexpensive add-on products

small gifts

special attention during the service period

special customer service delivery on next attendance

factors to consider when determining compensation of dissatisfied customers:

financial constraints of the organisation

profitability of the sale

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. Provide a quality service experience.

1.1.Determine and confirm customer preferences, needs and expectations.

1.2.Advise customers about appropriate products and services to meet their needs.

1.3.Anticipate customer preferences, needs and expectations throughout the service experience.

1.4.Promptly provide products and services with professional and personalised service to meet individual preferences.

1.5.Offer extras and add-ons and provide tailored and additional products and services.

1.6.Check actioning of special requests before customer delivery.

1.7.Liaise with team members and suppliers to ensure efficient service delivery.

1.8.Share customer information with team members to ensure quality service.

2. Proactively respond to difficult service situations.

2.1.Identify problems with products and services and take immediate action to address before provision to customer.

2.2.Anticipate delays in product and service provision and regularly update customer on expected outcomes.

2.3.Advise customers of alternative products and services.

2.4.Proactively compensate for service difficulty in line with own level of responsibility and organisational policy.

2.5.Provide ongoing internal feedback on service issues and suggest improvements.

3. Resolve customer complaints.

3.1.Use questioning techniques to establish and agree on nature, possible cause, and details of the complaint.

3.2.Assess impact on customer.

3.3.Take responsibility for resolving complaints in a professional manner and using communication techniques to assist in their management.

3.4.Determine options to resolve complaints and promptly analyse and decide on optimal solutions, taking organisational constraints into account.

3.5.Act swiftly to resolve complaints and prevent escalation, in consultation with customer and to customer satisfaction.

3.6.Turn complaints into opportunities to demonstrate high quality customer service.

3.7.Provide internal feedback on customer complaints and feedback and required follow-up in order to avoid future occurrence.

3.8.Review and evaluate complaints and solutions to enhance response to future issues.

4. Develop customer relationships.

4.1.Promote repeat business by offering promotional services according to individual empowerment and organisational policy.

4.2.Maintain customer profiles to enhance service delivery.

4.3.Provide personalised service to customers in a professional manner that builds repeat business.

4.4.Provide tailored products and services based on customer profile.

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.

Organisational constraints must involve consideration of:

costs and budgets

feasibility of providing the solution

own authority to resolve the complaint

policy and procedures

profitability of the sale

ultimate responsibility within the organisation.

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
Determine and confirm customer preferences, needs and expectations. 
Advise customers about appropriate products and services to meet their needs. 
Anticipate customer preferences, needs and expectations throughout the service experience. 
Promptly provide products and services with professional and personalised service to meet individual preferences. 
Offer extras and add-ons and provide tailored and additional products and services. 
Check actioning of special requests before customer delivery. 
Liaise with team members and suppliers to ensure efficient service delivery. 
Share customer information with team members to ensure quality service. 
Identify problems with products and services and take immediate action to address before provision to customer. 
Anticipate delays in product and service provision and regularly update customer on expected outcomes. 
Advise customers of alternative products and services. 
Proactively compensate for service difficulty in line with own level of responsibility and organisational policy. 
Provide ongoing internal feedback on service issues and suggest improvements. 
Use questioning techniques to establish and agree on nature, possible cause, and details of the complaint. 
Assess impact on customer. 
Take responsibility for resolving complaints in a professional manner and using communication techniques to assist in their management. 
Determine options to resolve complaints and promptly analyse and decide on optimal solutions, taking organisational constraints into account. 
Act swiftly to resolve complaints and prevent escalation, in consultation with customer and to customer satisfaction. 
Turn complaints into opportunities to demonstrate high quality customer service. 
Provide internal feedback on customer complaints and feedback and required follow-up in order to avoid future occurrence. 
Review and evaluate complaints and solutions to enhance response to future issues. 
Promote repeat business by offering promotional services according to individual empowerment and organisational policy. 
Maintain customer profiles to enhance service delivery. 
Provide personalised service to customers in a professional manner that builds repeat business. 
Provide tailored products and services based on customer profile. 

Forms

Assessment Cover Sheet

SITXCCS007 - Enhance customer service experiences
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:

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Assessment Record Sheet

SITXCCS007 - Enhance customer service experiences

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: