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

SITXCCS008 Mapping and Delivery Guide
Develop and manage quality customer service practices

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency SITXCCS008 - Develop and manage quality customer service practices
Description
Employability Skills
Learning Outcomes and Application This unit describes the performance outcomes, skills and knowledge required to develop, monitor and adjust customer service practices. It requires the ability to consult with colleagues and customers, develop policies and procedures for quality service provision, and manage the delivery of customer service.The unit applies to senior managers who operate independently, have responsibility for others and are responsible for making a range of operational and strategic decisions.This includes individuals working in a range of tourism, travel, hospitality and event contexts and to any small, medium or large organisation.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 for which tailored customer service practices are required. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

current plain English regulatory documents distributed by government consumer protection regulators

codes of practice and standards for customer service issued by industry groups

sources of information on customer needs, complaints and feedback

customer surveys and feedback collection tools and templates

team members with whom the individual can interact; these can be:

staff 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: Develop quality customer service practices.
  • Obtain information on customer needs, expectations and satisfaction levels using both formal and informal research.
  • Provide opportunities for customers and staff to give feedback on products and services.
  • Review changes in internal and external environments and integrate findings into planning for quality service.
  • Provide opportunities for staff to participate in development of customer service practices.
  • Develop policies and procedures for quality service provision.
       
Element: Manage delivery of quality service.
  • Communicate policies, procedures and expectations to staff.
  • Make policies readily available to customers and staff.
  • Monitor customer service in the workplace to ensure standards are met.
  • Initiate staff training to enhance customer service.
  • Take responsibility for service outcomes and dispute resolution.
  • Act as a positive role model for professional standards expected of service industry personnel.
       
Element: Monitor and adjust customer service.
  • Seek ongoing feedback from staff and customers to improve performance.
  • Assess effectiveness of customer service practices.
  • Identify systemic customer service problems and adjust policies and procedures to improve service quality.
  • Develop, document and communicate new approaches to customer service to staff involved in service delivery.
       


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. Develop quality customer service practices.

1.1.Obtain information on customer needs, expectations and satisfaction levels using both formal and informal research.

1.2.Provide opportunities for customers and staff to give feedback on products and services.

1.3.Review changes in internal and external environments and integrate findings into planning for quality service.

1.4.Provide opportunities for staff to participate in development of customer service practices.

1.5.Develop policies and procedures for quality service provision.

2. Manage delivery of quality service.

2.1.Communicate policies, procedures and expectations to staff.

2.2.Make policies readily available to customers and staff.

2.3.Monitor customer service in the workplace to ensure standards are met.

2.4.Initiate staff training to enhance customer service.

2.5.Take responsibility for service outcomes and dispute resolution.

2.6.Act as a positive role model for professional standards expected of service industry personnel.

3. Monitor and adjust customer service.

3.1.Seek ongoing feedback from staff and customers to improve performance.

3.2.Assess effectiveness of customer service practices.

3.3.Identify systemic customer service problems and adjust policies and procedures to improve service quality.

3.4.Develop, document and communicate new approaches to customer service to staff involved in service delivery.

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

research and develop customer service policies and procedures for at least three different areas of the business that meet industry standards

implement and monitor practices for quality customer service in line with above policies and procedures over four service periods

evaluate practices for quality service provision and identify any failings

review policies and procedures, adjust as necessary, and communicate any new practices to staff.

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

principles of quality customer service

specific industry sector:

professional service standards for service industry personnel

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

roles and responsibilities of management, supervisors and operational personnel in providing quality service

sources of information on current service trends and changes that affect service delivery

internal and external environmental changes and their effect on planning for quality customer service:

changes in the competitive environment

economic climate

introduction of new technologies or equipment

management changes and organisational restructures

recruitment practices

trends in customer service preferences

methods of formal and informal customer research:

analysis of competitive environment and industry service trends

customer service surveys

customer focus groups

qualitative or quantitative research

seeking feedback from service delivery colleagues

questioning customers

methods of implementing quality service provision:

developing, implementing and monitoring customer service policies and procedures

involving staff in the development of customer service practices

evaluating staff and customer feedback

methods of assessing the effectiveness of customer service practices:

examining overall business performance

monitoring the ongoing effectiveness of:

staff in meeting customer service standards

policies and procedures in explaining practices

reviewing numbers and nature of:

complaints

disputes

responses of customers

reviewing customer satisfaction survey statistics

methods of obtaining feedback from customers:

customer service discussions with employees during the course of each business day

discussions with customers

formal customer interviews

regular staff meetings that involve service discussions

seeking staff suggestions for content of customer service policies and procedures

surveys of internal customers, external customers and staff

improvements suggested by:

customers involved in complaints or disputes

suppliers

staff, supervisors and managers

industry schemes, accreditation schemes and codes of conduct aimed at improving customer service

areas where organisational policies and procedures assist in ensuring quality customer service:

acknowledging and greeting customers

complaint and dispute management

authority for different level personnel to resolve complaints, disputes, service issues and customer compensation

loyalty programs

presentation standards for customer environment and customer service personnel

pricing and service guarantees

product quality

refunds and cancellation fees

response times

staff training for:

customer service

technical skills

objectives, components and comprehensive details of consumer protection laws that relate to customer service, and the business’ responsibility for:

nominating and charging cancellation fees

providing information on potential price increases

providing refunds

supplying products as described or substituting suitable products when unable

formats for and content of policies and procedures.

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. Develop quality customer service practices.

1.1.Obtain information on customer needs, expectations and satisfaction levels using both formal and informal research.

1.2.Provide opportunities for customers and staff to give feedback on products and services.

1.3.Review changes in internal and external environments and integrate findings into planning for quality service.

1.4.Provide opportunities for staff to participate in development of customer service practices.

1.5.Develop policies and procedures for quality service provision.

2. Manage delivery of quality service.

2.1.Communicate policies, procedures and expectations to staff.

2.2.Make policies readily available to customers and staff.

2.3.Monitor customer service in the workplace to ensure standards are met.

2.4.Initiate staff training to enhance customer service.

2.5.Take responsibility for service outcomes and dispute resolution.

2.6.Act as a positive role model for professional standards expected of service industry personnel.

3. Monitor and adjust customer service.

3.1.Seek ongoing feedback from staff and customers to improve performance.

3.2.Assess effectiveness of customer service practices.

3.3.Identify systemic customer service problems and adjust policies and procedures to improve service quality.

3.4.Develop, document and communicate new approaches to customer service to staff involved in service delivery.

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
Obtain information on customer needs, expectations and satisfaction levels using both formal and informal research. 
Provide opportunities for customers and staff to give feedback on products and services. 
Review changes in internal and external environments and integrate findings into planning for quality service. 
Provide opportunities for staff to participate in development of customer service practices. 
Develop policies and procedures for quality service provision. 
Communicate policies, procedures and expectations to staff. 
Make policies readily available to customers and staff. 
Monitor customer service in the workplace to ensure standards are met. 
Initiate staff training to enhance customer service. 
Take responsibility for service outcomes and dispute resolution. 
Act as a positive role model for professional standards expected of service industry personnel. 
Seek ongoing feedback from staff and customers to improve performance. 
Assess effectiveness of customer service practices. 
Identify systemic customer service problems and adjust policies and procedures to improve service quality. 
Develop, document and communicate new approaches to customer service to staff involved in service delivery. 

Forms

Assessment Cover Sheet

SITXCCS008 - Develop and manage quality customer service practices
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Assessment Record Sheet

SITXCCS008 - Develop and manage quality customer service practices

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