Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
SITXCCS401 Mapping and Delivery Guide
Enhance the customer service experience
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | SITXCCS401 - Enhance the customer service experience |
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Description | 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. | ||
Employability Skills | This unit contains employability skills. | ||
Learning Outcomes and Application | This unit applies to all tourism, travel, hospitality and event sectors.It applies to those who deal directly with customers on a daily basis and who operate independently or with limited guidance from others. This includes senior frontline sales personnel, supervisors and managers who use discretion and judgement to provide quality customer service experiences. | ||
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: Provide a quality service experience to customers. |
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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 a customer relationship. |
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