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Evidence Guide: SITXCCS006 - Provide service to 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!

From the Wiki University

 

SITXCCS006 - Provide service to customers

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

Communicate with internal and external customers.

  1. Communicate with customers in a professional manner within designated response times using appropriate verbal and non-verbal communication.
  2. Observe and respond to non-verbal communication of customers.
  3. Use active listening and questioning to facilitate effective two-way communication.
  4. Select a medium of communication appropriate for the customer and situation.
Communicate with customers in a professional manner within designated response times using appropriate verbal and non-verbal communication.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Observe and respond to non-verbal communication of customers.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Use active listening and questioning to facilitate effective two-way communication.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Select a medium of communication appropriate for the customer and situation.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Follow defined organisational standards when delivering service.

  1. Practise high standards of personal presentation and hygiene according to organisational requirements.
  2. Follow organisational customer service policies and procedures.
  3. Adhere to professional standards expected of service industry personnel.
Practise high standards of personal presentation and hygiene according to organisational requirements.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Follow organisational customer service policies and procedures.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Adhere to professional standards expected of service industry personnel.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Provide service to customers.

  1. Establish rapport with customer to promote goodwill and trust during service delivery.
  2. Identify customer needs and expectations, including customers with special needs.
  3. Promptly meet all reasonable customer needs and requests.
  4. Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction.
  5. Recognise and act upon opportunities to deliver additional levels of service beyond customer’s immediate request.
Establish rapport with customer to promote goodwill and trust during service delivery.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify customer needs and expectations, including customers with special needs.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Promptly meet all reasonable customer needs and requests.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Recognise and act upon opportunities to deliver additional levels of service beyond customer’s immediate request.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Respond to customer complaints.

  1. Proactively recognise customer dissatisfaction and take swift action to avoid escalation to a complaint.
  2. Respond to customer complaints in a professional manner.
  3. Identify solutions in consultation with customer.
  4. Resolve complaints according to own level of responsibility and organisational policy.
  5. Escalate complex service issues to higher level staff for action.
Proactively recognise customer dissatisfaction and take swift action to avoid escalation to a complaint.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Respond to customer complaints in a professional manner.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify solutions in consultation with customer.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Resolve complaints according to own level of responsibility and organisational policy.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Escalate complex service issues to higher level staff for action.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Provide internal feedback on customer service practices.

  1. Provide ongoing internal feedback on service practices, policies and procedures, and suggest improvements.
  2. Identify individual and recurring complaints and provide internal feedback to avoid future occurrence.
Provide ongoing internal feedback on service practices, policies and procedures, and suggest improvements.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify individual and recurring complaints and provide internal feedback to avoid future occurrence.

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. Communicate with internal and external customers.

1.1.Communicate with customers in a professional manner within designated response times using appropriate verbal and non-verbal communication.

1.2.Observe and respond to non-verbal communication of customers.

1.3.Use active listening and questioning to facilitate effective two-way communication.

1.4.Select a medium of communication appropriate for the customer and situation.

2. Follow defined organisational standards when delivering service.

2.1.Practise high standards of personal presentation and hygiene according to organisational requirements.

2.2.Follow organisational customer service policies and procedures.

2.3.Adhere to professional standards expected of service industry personnel.

3. Provide service to customers.

3.1.Establish rapport with customer to promote goodwill and trust during service delivery.

3.2.Identify customer needs and expectations, including customers with special needs.

3.3.Promptly meet all reasonable customer needs and requests.

3.4.Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction.

3.5.Recognise and act upon opportunities to deliver additional levels of service beyond customer’s immediate request.

4. Respond to customer complaints.

4.1.Proactively recognise customer dissatisfaction and take swift action to avoid escalation to a complaint.

4.2.Respond to customer complaints in a professional manner.

4.3.Identify solutions in consultation with customer.

4.4.Resolve complaints according to own level of responsibility and organisational policy.

4.5.Escalate complex service issues to higher level staff for action.

5. Provide internal feedback on customer service practices.

5.1.Provide ongoing internal feedback on service practices, policies and procedures, and suggest improvements.

5.2.Identify individual and recurring complaints and provide internal feedback to avoid future occurrence.

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. Communicate with internal and external customers.

1.1.Communicate with customers in a professional manner within designated response times using appropriate verbal and non-verbal communication.

1.2.Observe and respond to non-verbal communication of customers.

1.3.Use active listening and questioning to facilitate effective two-way communication.

1.4.Select a medium of communication appropriate for the customer and situation.

2. Follow defined organisational standards when delivering service.

2.1.Practise high standards of personal presentation and hygiene according to organisational requirements.

2.2.Follow organisational customer service policies and procedures.

2.3.Adhere to professional standards expected of service industry personnel.

3. Provide service to customers.

3.1.Establish rapport with customer to promote goodwill and trust during service delivery.

3.2.Identify customer needs and expectations, including customers with special needs.

3.3.Promptly meet all reasonable customer needs and requests.

3.4.Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction.

3.5.Recognise and act upon opportunities to deliver additional levels of service beyond customer’s immediate request.

4. Respond to customer complaints.

4.1.Proactively recognise customer dissatisfaction and take swift action to avoid escalation to a complaint.

4.2.Respond to customer complaints in a professional manner.

4.3.Identify solutions in consultation with customer.

4.4.Resolve complaints according to own level of responsibility and organisational policy.

4.5.Escalate complex service issues to higher level staff for action.

5. Provide internal feedback on customer service practices.

5.1.Provide ongoing internal feedback on service practices, policies and procedures, and suggest improvements.

5.2.Identify individual and recurring complaints and provide internal feedback to avoid future occurrence.

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 quality customer service to three different internal and three different external customers to meet requirements

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

demonstrate procedures to respond to and resolve three different customer complaints according to organisational policies and procedures

demonstrate effective communication with the above internal and external customers, including any with special needs

seek formal and informal feedback from customers on above service.

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

principles of quality customer service and positive communication

appropriate non-verbal communication for customer service:

body language

culturally specific communication customs and practices

dress and accessories

gestures and mannerisms

use of space

voice tonality and volume

methods for enhancing service delivery in response to staff and customer feedback

specific industry sector:

professional service standards expected of service industry personnel

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

standards of personal presentation and hygiene

different customer service and communication expectations, especially those with special service needs

particular organisation:

types of customers

external

internal

new

regular or repeat

visitors

designated response times for acknowledging customers and their enquiry

personal presentation and hygiene standards

customer service policies and procedures, in particular those for:

acknowledging and greeting customers

complaint and dispute management

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

loyalty programs

presentation standards for customer environment, customer service personnel, and documents and promotional materials

pricing guarantees

product quality

refunds and cancellation fees

response times

service guarantees

training staff for customer service and complaint handling

awareness of special needs, customs and practices of various social and cultural groups of customers in regards to:

modes of greeting, farewelling and conversation

body language and body gestures

formality of language

clothing

methods of collecting feedback:

formal:

surveys

interviews

structured questioning

informal:

observation

casual discussion

essential features, conventions and usage of different types of communication techniques and equipment.

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.

Medium of communication must include consideration of:

assistive technology

email or other electronic communication

face-to-face communication

fax

written messages for restaurant bookings or phone messages

standard forms and pro formas

telephone

use of interpreters

two-way communication systems.

Situation must involve consideration of the following factors:

access of the sender and receiver to necessary equipment and technology

degree of formality required

required format

technical and operational features to fulfil the need

technical skills required to use the medium

urgency and timeframes.