Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
SITXCCS202 Mapping and Delivery Guide
Interact with customers
Version 1.0
Issue Date: April 2024
Qualification | - |
Unit of Competency | SITXCCS202 - Interact with customers |
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Description | This unit describes the performance outcomes, skills and knowledge required to deliver fundamental customer service to both internal and external customers. It requires the ability to greet and serve customers and cover a range of customer service enquiries including routine customer problems. | ||
Employability Skills | This unit contains employability skills. | ||
Learning Outcomes and Application | This unit applies to all tourism, travel, hospitality and event sectors.The unit applies to customer service personnel who operate under close supervision and with guidance from others. They provide routine customer service and would not be expected to respond to complex customer requests or complaints.This includes volunteers in visitor information centres, housekeeping attendants, assistants in Indigenous cultural centres, assistant Indigenous guides, office assistants and receptionists for tour operators and retail travel agencies, retail sales assistants and ride attendants at attractions. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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Prerequisites/co-requisites | Not applicable. | ||
Competency Field |
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: Greet and serve customers. |
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Element: Work with others to deliver service. |
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Element: Provide feedback on customer service. |
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