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

SITXCCS501 Mapping and Delivery Guide
Manage quality customer service

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency SITXCCS501 - Manage quality customer service
Description 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.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies to all tourism, travel, hospitality and event sectors and to any small, medium or large organisation.It applies to senior managers who operate independently, have responsibility for others and are responsible for making a range of operational and strategic decisions.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
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
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 colleagues to provide 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 the development of customer service practices.
  • Develop policies and procedures for quality service provision.
       
Element: Manage the delivery of quality service.
  • Communicate policies, procedures and expectations to colleagues.
  • Make policies readily available to customers.
  • Monitor customer service in the workplace to ensure standards are met.
  • Initiate internal or external 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 and use it to improve performance.
  • Identify systematic customer service problems and adjust policies and procedures to improve service quality.
  • Assess the effectiveness of customer service practices.
  • Identify and evaluate systematic customer service problems.
  • Adjust policies and procedures to improve service quality.
  • Develop, document and communicate new approaches to all those 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.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

develop, evaluate and review practices for quality service provision

manage the delivery of customer service and monitor the effectiveness of service practices over a period of time

develop comprehensive policies and procedures for quality service provision

integrate knowledge of the principles of quality customer service and consumer protection laws.

Context of and specific resources for assessment

Assessment must ensure use of:

a real or simulated tourism, hospitality or event industry business operation for which tailored customer service practices are required

current plain English regulatory documents distributed by the government consumer protection regulators

codes of practice and standards issued by industry groups

team members with whom the individual can interact as leader.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

evaluation of a portfolio, prepared by the individual, incorporating documents used for the management of customer service:

summary of research into industry service trends

evaluation of the characteristics and needs of the organisation

policies

procedures

customer surveys

evaluation of systematic customer service issues and recommendations for change of service practices

direct observation, using role plays, of the individual consulting with and briefing key staff members on customer service practices

use of case studies and problemsolving exercises so the individual can identify systemic customer service failures and suggest methods to resolve these

written or oral questioning to assess knowledge of:

customer service principles

consumer protection laws

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.

Guidance information for assessment

The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:

BSBMGT515A Manage operational plan

BSBPMG501A Manage projects

BSBWRT401A Write complex documents

SITXMGT401 Monitor work operations.

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.

Required skills

communication skills to:

discuss customer service needs with staff and customers

explain organisational policies and procedures for quality service provision

discuss systemic customer service problems

critical thinking skills to:

allow for a rational and logical evaluation of the characteristics and needs of the organisation in order to design tailored customer service practices

monitor, evaluate and review practices

initiative and enterprise skills to instigate research on customer service requirements

literacy skills to:

read and interpret customer service surveys and unfamiliar complex documents on current industry trends and changes that affect service delivery

research customer service requirements

write comprehensive yet easily accessible policies and procedures that provide service expectations

numeracy skills to calculate and interpret customer satisfaction statistics

planning and organising skills to plan for, establish and regularly monitor all components of the customer service system

problem-solving skills to identify systematic customer service problems and adjust policies and procedures to improve service quality

self-management skills to take responsibility for customer service outcomes

teamwork skills to involve staff in the development of customer service practices and actively seek their ongoing feedback.

Required knowledge

principles of quality customer service

for the specific industry sector:

professional service standards expected of service industry personnel

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

roles and responsibilities of management, supervisors and operational personnel for quality service provision

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

methods of implementing quality service provision, including:

developing, implementing and monitoring customer service policies and procedures

staff involvement in the development of customer service practices

evaluating staff and customer feedback

methods of monitoring, measuring and evaluating:

customer satisfaction

business performance

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

objectives, components and comprehensive details of consumer protection laws that relate to customer service. These would include 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

a range of formats for and inclusions of policies and procedures.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Customer may be:

committees

external:

business to business

corporate

e-business

government

online

the media

retail

internal:

colleagues

managers

members of a team

staff from other departments

staff from other branches or locations

supervisors

new or regular

visitors.

Formal and informal research on customer needs may involve:

analysis of:

competitive environment

industry service trends

customer service surveys

customer focus groups

qualitative or quantitative research

seeking feedback from service delivery colleagues

talking to customers.

Changes in internal and external environments affecting quality service planning may include:

changes in the competitive environment

economic climate

introduction of new technologies

introduction of new equipment

management changes

organisational restructures

recruitment practices

technological changes affecting service delivery

trends in customer service preferences.

Policies and proceduresmay relate to:

acknowledging and greeting customers

complaint and dispute management

empowerment of different levels of personnel to resolve:

complaints

disputes

service issues

customer compensation

loyalty programs

presentation standards for:

customer environment

customer service personnel

documents and promotional materials

pricing guarantees

product quality

refunds and cancellation fees

response times

service guarantees

staff training for:

customer service

complaint handling

technical skills to ensure quality provision of products and services.

Customer service may be provided in various modes, including:

by telephone

email or written communication

facetoface

online.

Feedback may involve:

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:

internal customers

external customers

staff

improvements suggested by:

customers involved in complaints or disputes

suppliers

peers

staff

supervisors

managers.

Assess the effectiveness of service practices may involve:

monitoring the ongoing effectiveness of:

staff in meeting customer service standards

policies and procedures in explaining practices

reviewing numbers and nature of:

complaints

disputes

response of customers

survey statistics.

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 colleagues to provide 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 the development of customer service practices. 
Develop policies and procedures for quality service provision. 
Communicate policies, procedures and expectations to colleagues. 
Make policies readily available to customers. 
Monitor customer service in the workplace to ensure standards are met. 
Initiate internal or external 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 and use it to improve performance. 
Identify systematic customer service problems and adjust policies and procedures to improve service quality. 
Assess the effectiveness of customer service practices. 
Identify and evaluate systematic customer service problems. 
Adjust policies and procedures to improve service quality. 
Develop, document and communicate new approaches to all those involved in service delivery. 

Forms

Assessment Cover Sheet

SITXCCS501 - Manage quality customer service
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:

Signature:

Date:

Assessment Record Sheet

SITXCCS501 - Manage quality customer service

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: