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Evidence Guide: SITXCCS001 - Provide customer information and assistance

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

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SITXCCS001 - Provide customer information and assistance

What evidence can you provide to prove your understanding of each of the following citeria?

Access and update information.

  1. Source and access information on facilities, products and services.
  2. Incorporate information into day-to-day work activities.
  3. Share information with colleagues to support the efficiency and quality of service.
  4. Identify and use opportunities to update and maintain facility, product and service knowledge.
Source and access information on facilities, products and services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Incorporate information into day-to-day work activities.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Share information with colleagues to support the efficiency and quality of service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and use opportunities to update and maintain facility, product and service knowledge.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assist customers.

  1. Proactively identify information and assistance needs of customers, including those with special needs.
  2. Provide accurate information in a clear, courteous and culturally appropriate way.
  3. Where appropriate, assist or instruct customers in the use of equipment and facilities according to safety requirements, or refer to relevant colleagues.
  4. Identify and use opportunities to promote internal products and services.
Proactively identify information and assistance needs of customers, including those with special needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide accurate information in a clear, courteous and culturally appropriate way.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Where appropriate, assist or instruct customers in the use of equipment and facilities according to safety requirements, or refer to relevant colleagues.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and use opportunities to promote internal products and services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek feedback on services.

  1. Proactively seek customer feedback on facilities, products and services.
  2. Observe customer behaviour to inform future service developments and follow procedures for formal customer evaluation.
  3. Provide information on customer feedback to relevant colleagues.
Proactively seek customer feedback on facilities, products and services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Observe customer behaviour to inform future service developments and follow procedures for formal customer evaluation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information on customer feedback to relevant colleagues.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Access and update information.

1.1.Source and access information on facilities, products and services.

1.2.Incorporate information into day-to-day work activities.

1.3.Share information with colleagues to support the efficiency and quality of service.

1.4.Identify and use opportunities to update and maintain facility, product and service knowledge.

2. Assist customers.

2.1.Proactively identify information and assistance needs of customers, including those with special needs.

2.2.Provide accurate information in a clear, courteous and culturally appropriate way.

2.3.Where appropriate, assist or instruct customers in the use of equipment and facilities according to safety requirements, or refer to relevant colleagues.

2.4.Identify and use opportunities to promote internal products and services.

3. Seek feedback on services.

3.1.Proactively seek customer feedback on facilities, products and services.

3.2.Observe customer behaviour to inform future service developments and follow procedures for formal customer evaluation.

3.3.Provide information on customer feedback to relevant colleagues.

Required Skills and Knowledge

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Access and update information.

1.1.Source and access information on facilities, products and services.

1.2.Incorporate information into day-to-day work activities.

1.3.Share information with colleagues to support the efficiency and quality of service.

1.4.Identify and use opportunities to update and maintain facility, product and service knowledge.

2. Assist customers.

2.1.Proactively identify information and assistance needs of customers, including those with special needs.

2.2.Provide accurate information in a clear, courteous and culturally appropriate way.

2.3.Where appropriate, assist or instruct customers in the use of equipment and facilities according to safety requirements, or refer to relevant colleagues.

2.4.Identify and use opportunities to promote internal products and services.

3. Seek feedback on services.

3.1.Proactively seek customer feedback on facilities, products and services.

3.2.Observe customer behaviour to inform future service developments and follow procedures for formal customer evaluation.

3.3.Provide information on customer feedback to relevant colleagues.

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

provide current, accurate and relevant information and assistance about organisational facilities, products and services to three different customers on three different occasions

provide above information and assistance in a culturally appropriate manner and according to customer service standards

maintain and extend personal knowledge of relevant facilities, products and services

seek informal feedback from customers on above activities.

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

sources of information, advice and referral on organisational facilities, products and services

details of organisational facilities, products and services:

access

cloaking

direction or location of facilities

facilities for those with special needs

food and beverages

new activities, events and procedures

opening hours

operational changes

pricing

promotional activities

ticket sales

times of activities or events

organisational service procedures and standards

relevant legislation relating to customer service:

Australian consumer law

equal employment opportunity

work health and safety

promotions

organisational policies and procedures to enable ethical and non-discriminatory treatment of client requests and resolution of complaints:

communication protocols

complaint procedures

customer service procedures

reporting procedures

personal presentation

privacy

record-keeping procedures

communication mediums required to provide service to clients and colleagues

conflict-resolution strategies

awareness of customs and practices of various social and cultural groups within Australia to assist with meeting client needs and expectations in regards to:

modes of greeting, farewelling and conversation

body language and body gestures

formality of language

clothing

services and products within the organisation that may be suited to particular clients

principles and benefits of enhanced customer service experiences and positive communication.

Range Statement

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.

Opportunities to update and maintain facility, product and service knowledge must include:

discussions with colleagues

internal newsletters

leaflets and brochures

staff noticeboards

team meetings.