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Evidence Guide: SITXCCS002A - Provide quality customer service

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!

From the Wiki University

 

SITXCCS002A - Provide quality customer service

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

Develop and maintain product, service and market knowledge.

  1. Identify opportunities and use formal and informal research to develop and maintain knowledge of products and services.
  2. Use customer feedback and workplace observation to evaluate products, services and promotional initiatives and identify changes in customer preferences, needs and expectations.
  3. Share market, product and service knowledge obtained with colleagues to enhance the effectiveness of the team.
  4. Suggest ideas to appropriate person for product and service adjustments to meet customer needs for future planning according to organisation policy.
Identify opportunities and use formal and informal research to develop and maintain knowledge of products and services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use customer feedback and workplace observation to evaluate products, services and promotional initiatives and identify changes in customer preferences, needs and expectations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Share market, product and service knowledge obtained with colleagues to enhance the effectiveness of the team.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Suggest ideas to appropriate person for product and service adjustments to meet customer needs for future planning according to organisation policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide a quality service experience to customers.

  1. Determine and clarify customer preferences, needs and expectations.
  2. Offer accurate information about appropriate products and services to customers to meet their needs and expectations.
  3. Anticipate customer preferences, needs and expectations throughout the service experience and provide products and services in a timely manner, appropriate to individual needs and preferences, and according to organisation standards.
  4. Offer possible extras and add-ons appropriately and provide personalised and additional services and products where appropriate.
  5. Proactively promote products and services at appropriate opportunities according to current organisation goals and promotional focus and employ selling techniques appropriately to encourage usage and purchase.
  6. Identify problems in products and services and take action immediately to address them and/or notify management.
  7. Liaise with team members to ensure timely and efficient service.
  8. Share information with other team members and relevant persons to ensure efficient service and timely and smooth workflow.
Determine and clarify customer preferences, needs and expectations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Offer accurate information about appropriate products and services to customers to meet their needs and expectations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Anticipate customer preferences, needs and expectations throughout the service experience and provide products and services in a timely manner, appropriate to individual needs and preferences, and according to organisation standards.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Offer possible extras and add-ons appropriately and provide personalised and additional services and products where appropriate.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Proactively promote products and services at appropriate opportunities according to current organisation goals and promotional focus and employ selling techniques appropriately to encourage usage and purchase.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify problems in products and services and take action immediately to address them and/or notify management.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Liaise with team members to ensure timely and efficient service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Share information with other team members and relevant persons to ensure efficient service and timely and smooth workflow.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deal with complaints and difficult customer service situations.

  1. Use questioning techniques to establish and agree on the nature, possible cause and details of the complaint or difficult customer service situation with the customer and assess the impact on the customer of the situation.
  2. Use communication techniques to assist in the management of the complaint and handle the situation sensitively, courteously and discreetly.
  3. Take responsibility for finding a solution to the complaint within the scope of individual responsibility.
  4. Determine possible options to resolve the complaint and promptly analyse and decide on the best solution, taking into account any organisation constraints.
  5. Take appropriate action swiftly to resolve the complaint and prevent escalation, in agreement with customer and to the customer's satisfaction.
  6. Where appropriate, use techniques to turn complaints into opportunities to demonstrate high quality customer service.
  7. Provide feedback on complaints to appropriate personnel in order to avoid future occurrence.
  8. Reflect on and evaluate complaint and solution to enhance response to future complaints or difficult service situations.
Use questioning techniques to establish and agree on the nature, possible cause and details of the complaint or difficult customer service situation with the customer and assess the impact on the customer of the situation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use communication techniques to assist in the management of the complaint and handle the situation sensitively, courteously and discreetly.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take responsibility for finding a solution to the complaint within the scope of individual responsibility.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine possible options to resolve the complaint and promptly analyse and decide on the best solution, taking into account any organisation constraints.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take appropriate action swiftly to resolve the complaint and prevent escalation, in agreement with customer and to the customer's satisfaction.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Where appropriate, use techniques to turn complaints into opportunities to demonstrate high quality customer service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide feedback on complaints to appropriate personnel in order to avoid future occurrence.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Reflect on and evaluate complaint and solution to enhance response to future complaints or difficult service situations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Manage and use information about clients and customers.

  1. Determine and record customer information where appropriate to provide personalised service.
  2. Develop and maintain knowledge of organisation promotional initiatives and implement where appropriate.
  3. Proactively provide enhanced products and services to clients and customers based on client information.
Determine and record customer information where appropriate to provide personalised service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop and maintain knowledge of organisation promotional initiatives and implement where appropriate.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Proactively provide enhanced products and services to clients and customers based on client information.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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

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

Evidence of the following is essential:

ability to provide a total quality service experience

knowledge of different customer preferences and ways to meet both stated and unstated requirements

ability to use selling techniques to promote products and services within a specific tourism or hospitality context

ability to handle and resolve complaints and difficult customer service situations.

Context of and specific resources for assessment

Assessment must ensure:

demonstration of skills while undertaking normal job tasks, e.g. up-selling while providing food and beverage service, promoting the hotel or park restaurant while at reception, advising guests of special features or events while issuing tickets to a theme park or other attraction, or promoting through the development of menus, specials or other special products or services

work activities that allow interaction with multiple and diverse customer types to allow the candidate to respond to a range of requirements and customer service situations.

Methods of assessment

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

direct observation of the candidate providing service to customers

oral or written questions to determine product and service knowledge

case studies to test knowledge of appropriate products and services for different contexts, customers and situations

role-plays in which the candidate promotes products and services and demonstrates up-selling techniques

projects to develop menus, promotional ideas or suggestions for a particular product or service

project to research customer preferences for a particular organisation or context

review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

SITXCOM002 Work in a socially diverse environment

SITXCOM003A Deal with conflict situations.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.

Required Skills and Knowledge

This section describes the essential skills and knowledge and their level, required for this unit.

The following skills must be assessed as part of this unit:

communication skills to source information and determine customer needs and preferences through observation, questioning and active listening

appropriate personal presentation and use of non-verbal communication

selection and use of appropriate communication medium, including email and telephone and appropriate tone and style for different purposes and target audience

formal and informal research skills

conflict resolution techniques

managing own work tasks, timing and workflow

problem-solving techniques to deal with contingencies, difficult service situations and customer complaints.

The following knowledge must be assessed as part of this unit:

any legal issues that impact on the sale of products and services

in-depth knowledge of organisation products and services

general knowledge of the market for different types of products and services

different stated and unstated customer preferences and needs, and ways of meeting requirements

protocols, service rituals, and service culture and expectations in relevant industry context

expectations of socially and culturally diverse customers

role of frontline staff in maximising business performance through effective up-selling and promotion

ways in which different services present and promote products

client management and reward systems, such as customer databases, promotions and loyalty programs.

Range Statement

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 in the performance criteria is detailed below.

Formal and informal research may include:

discussions with colleagues

reading organisation information

research of product and service information brochures

general media

membership of industry associations and networks

attendance at conferences, trade shows and industry events

distributing surveys and questionnaires.

Products, services and promotional initiatives may include:

tours and transport

conferences and conventions

function facilities

entertainment

shopping services

restaurant facilities

food and beverage

add-on services

special offers or packages.

Customer preferences, needs and expectations:

may be determined by:

active listening

questioning

observation

recognition of non-verbal signs

may be related to:

age

gender

social and cultural characteristics

prior knowledge

special needs

may include:

friendliness

courtesy

value for money

prompt or timely service

assistance

empathy and support

comfort

new experience

basic needs for food, shelter, transport or other services.

Product and service knowledge may relate to:

general features

special features

benefits

disadvantages

price

special offers

availability

how to purchase or order.

Promoting products and services may include:

displays

promotions

special offers and deals

menus and specials

word of mouth

up-selling.

Selling techniques include up-selling and suggestive selling and may involve:

serving

helping

advising

building rapport with customers

arousing interest.

Complaints or difficult customer service situations may include:

problems or faults with the service or product

delays or poor timing of product or service supply

misunderstandings or communication barriers

difficult or demanding customers

customers with different or special needs or expectations

escalated complaints.

Communication techniques may include:

listening and active listening

asking questions to gain information, clarify ambiguities and adequately understand requirements

rephrasing and repeating questions, requests and statements to confirm that they have been correctly understood

empathising with the customer's situation while upholding organisation policy

non-verbal communication and recognition of non-verbal signs

using communication techniques appropriate to different social and cultural groups

ability to speak clearly, be understood and use appropriate language, style and tone.

Organisation constraints may include:

feasibility

costs and budgets

policy and procedures

job role and responsibility.

Customer information may include:

names

preferences and expectations such as favourite products, rooms, additional requirements and special needs

details of products and services experienced

comments and feedback provided.

Promotional initiatives may include:

reward systems and loyalty programs

promotions and specials

online promotions.