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Evidence Guide: SITXCCS003 - Interact with customers

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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SITXCCS003 - Interact with customers

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

Greet and serve customers.

  1. Prioritise customers ahead of other workplace duties.
  2. Greet customers according to organisational customer service standards.
  3. Communicate with customers in a clear and professional manner.
  4. Explain and match products and services to customer needs.
Prioritise customers ahead of other workplace duties.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Greet customers according to organisational customer service standards.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Communicate with customers in a clear and professional manner.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Explain and match products and services to customer needs.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Work with others to deliver service.

  1. Identify personal limitations in serving the needs of customers and seek assistance from others where appropriate.
  2. Follow directions of supervisors and managers to deliver quality service.
  3. Resolve routine customer problems according to own level of responsibility and organisational policy.
  4. Escalate other service issues to a higher level staff member for action in line with organisational procedures.
Identify personal limitations in serving the needs of customers and seek assistance from others where appropriate.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Follow directions of supervisors and managers to deliver quality service.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Resolve routine customer problems according to own level of responsibility and organisational policy.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Escalate other service issues to a higher level staff member for action in line with organisational procedures.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Provide feedback on customer service.

  1. Report service issues and customer problems as they arise.
  2. Provide customer feedback to relevant supervisors or managers.
Report service issues and customer problems as they arise.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Provide customer feedback to relevant supervisors or managers.

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. Greet and serve customers.

1.1.Prioritise customers ahead of other workplace duties.

1.2.Greet customers according to organisational customer service standards.

1.3.Communicate with customers in a clear and professional manner.

1.4.Explain and match products and services to customer needs.

2. Work with others to deliver service.

2.1.Identify personal limitations in serving the needs of customers and seek assistance from others where appropriate.

2.2.Follow directions of supervisors and managers to deliver quality service.

2.3.Resolve routine customer problems according to own level of responsibility and organisational policy.

2.4.Escalate other service issues to a higher level staff member for action in line with organisational procedures.

3. Provide feedback on customer service.

3.1.Report service issues and customer problems as they arise.

3.2.Provide customer feedback to relevant supervisors or managers.

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. Greet and serve customers.

1.1.Prioritise customers ahead of other workplace duties.

1.2.Greet customers according to organisational customer service standards.

1.3.Communicate with customers in a clear and professional manner.

1.4.Explain and match products and services to customer needs.

2. Work with others to deliver service.

2.1.Identify personal limitations in serving the needs of customers and seek assistance from others where appropriate.

2.2.Follow directions of supervisors and managers to deliver quality service.

2.3.Resolve routine customer problems according to own level of responsibility and organisational policy.

2.4.Escalate other service issues to a higher level staff member for action in line with organisational procedures.

3. Provide feedback on customer service.

3.1.Report service issues and customer problems as they arise.

3.2.Provide customer feedback to relevant supervisors or managers.

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

identify customer requirements and provide effective customer service to two different internal and two different external customers to meet requirements

interact with above customers in line with organisational customer service standards and within designated organisational response times

demonstrate procedures to respond to three different customer problems according to organisational policies and procedures

identify situations where problems are beyond own level of responsibility, and process to escalate in line with organisational policies and procedures

seek informal feedback from customers on above activities.

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

importance of the customer in the service industries

customer service standards expected in the service industries

profiles of different types of customers:

external

internal

new

regular or repeat

visitors

value and role of customer feedback in improving service delivery

presentation standards for:

customer environment

customer service personnel

documents and promotional materials

customer service policies and procedures:

application of booking or cancellation fees

response times for acknowledging and greeting customers

response times for delivering products and services

customer service policies for resolving routine customer problems

policies regarding product pricing and quality

processing refunds and exchanges

empowerment of different levels of personnel to resolve complaints, disputes, service issues and customer compensation

policies for escalating and reporting service issues and customer problems

procedures for responding to routine customer problems:

incorrect pricing of products and services

delays or errors in providing products or services

misunderstanding customer requests.

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.

Ways to communicate with customers must include:

communicating:

by telephone

electronically

face-to-face

showing interest in customer needs and maintaining a welcoming customer environment during service delivery through the use of:

appropriate voice tonality and volume

basic gestures

product information sheets.

Others must include:

colleagues

managers

supervisors.