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Evidence Guide: SITXCCS007 - Enhance customer service experiences

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

 

SITXCCS007 - Enhance customer service experiences

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

Provide a quality service experience.

  1. Determine and confirm customer preferences, needs and expectations.
  2. Advise customers about appropriate products and services to meet their needs.
  3. Anticipate customer preferences, needs and expectations throughout the service experience.
  4. Promptly provide products and services with professional and personalised service to meet individual preferences.
  5. Offer extras and add-ons and provide tailored and additional products and services.
  6. Check actioning of special requests before customer delivery.
  7. Liaise with team members and suppliers to ensure efficient service delivery.
  8. Share customer information with team members to ensure quality service.
Determine and confirm customer preferences, needs and expectations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advise customers about appropriate products and services to meet their needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Anticipate customer preferences, needs and expectations throughout the service experience.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Promptly provide products and services with professional and personalised service to meet individual preferences.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Offer extras and add-ons and provide tailored and additional products and services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Check actioning of special requests before customer delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Liaise with team members and suppliers to ensure efficient service delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Share customer information with team members to ensure quality service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Proactively respond to difficult service situations.

  1. Identify problems with products and services and take immediate action to address before provision to customer.
  2. Anticipate delays in product and service provision and regularly update customer on expected outcomes.
  3. Advise customers of alternative products and services.
  4. Proactively compensate for service difficulty in line with own level of responsibility and organisational policy.
  5. Provide ongoing internal feedback on service issues and suggest improvements.
Identify problems with products and services and take immediate action to address before provision to customer.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Anticipate delays in product and service provision and regularly update customer on expected outcomes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advise customers of alternative products and services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Proactively compensate for service difficulty in line with own level of responsibility and organisational policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide ongoing internal feedback on service issues and suggest improvements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolve customer complaints.

  1. Use questioning techniques to establish and agree on nature, possible cause, and details of the complaint.
  2. Assess impact on customer.
  3. Take responsibility for resolving complaints in a professional manner and using communication techniques to assist in their management.
  4. Determine options to resolve complaints and promptly analyse and decide on optimal solutions, taking organisational constraints into account.
  5. Act swiftly to resolve complaints and prevent escalation, in consultation with customer and to customer satisfaction.
  6. Turn complaints into opportunities to demonstrate high quality customer service.
  7. Provide internal feedback on customer complaints and feedback and required follow-up in order to avoid future occurrence.
  8. Review and evaluate complaints and solutions to enhance response to future issues.
Use questioning techniques to establish and agree on nature, possible cause, and details of the complaint.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assess impact on customer.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take responsibility for resolving complaints in a professional manner and using communication techniques to assist in their management.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine options to resolve complaints and promptly analyse and decide on optimal solutions, taking organisational constraints into account.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Act swiftly to resolve complaints and prevent escalation, in consultation with customer and to customer satisfaction.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Turn complaints into opportunities to demonstrate high quality customer service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide internal feedback on customer complaints and feedback and required follow-up in order to avoid future occurrence.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Review and evaluate complaints and solutions to enhance response to future issues.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop customer relationships.

  1. Promote repeat business by offering promotional services according to individual empowerment and organisational policy.
  2. Maintain customer profiles to enhance service delivery.
  3. Provide personalised service to customers in a professional manner that builds repeat business.
  4. Provide tailored products and services based on customer profile.
Promote repeat business by offering promotional services according to individual empowerment and organisational policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain customer profiles to enhance service delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide personalised service to customers in a professional manner that builds repeat business.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide tailored products and services based on customer profile.

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. Provide a quality service experience.

1.1.Determine and confirm customer preferences, needs and expectations.

1.2.Advise customers about appropriate products and services to meet their needs.

1.3.Anticipate customer preferences, needs and expectations throughout the service experience.

1.4.Promptly provide products and services with professional and personalised service to meet individual preferences.

1.5.Offer extras and add-ons and provide tailored and additional products and services.

1.6.Check actioning of special requests before customer delivery.

1.7.Liaise with team members and suppliers to ensure efficient service delivery.

1.8.Share customer information with team members to ensure quality service.

2. Proactively respond to difficult service situations.

2.1.Identify problems with products and services and take immediate action to address before provision to customer.

2.2.Anticipate delays in product and service provision and regularly update customer on expected outcomes.

2.3.Advise customers of alternative products and services.

2.4.Proactively compensate for service difficulty in line with own level of responsibility and organisational policy.

2.5.Provide ongoing internal feedback on service issues and suggest improvements.

3. Resolve customer complaints.

3.1.Use questioning techniques to establish and agree on nature, possible cause, and details of the complaint.

3.2.Assess impact on customer.

3.3.Take responsibility for resolving complaints in a professional manner and using communication techniques to assist in their management.

3.4.Determine options to resolve complaints and promptly analyse and decide on optimal solutions, taking organisational constraints into account.

3.5.Act swiftly to resolve complaints and prevent escalation, in consultation with customer and to customer satisfaction.

3.6.Turn complaints into opportunities to demonstrate high quality customer service.

3.7.Provide internal feedback on customer complaints and feedback and required follow-up in order to avoid future occurrence.

3.8.Review and evaluate complaints and solutions to enhance response to future issues.

4. Develop customer relationships.

4.1.Promote repeat business by offering promotional services according to individual empowerment and organisational policy.

4.2.Maintain customer profiles to enhance service delivery.

4.3.Provide personalised service to customers in a professional manner that builds repeat business.

4.4.Provide tailored products and services based on customer profile.

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. Provide a quality service experience.

1.1.Determine and confirm customer preferences, needs and expectations.

1.2.Advise customers about appropriate products and services to meet their needs.

1.3.Anticipate customer preferences, needs and expectations throughout the service experience.

1.4.Promptly provide products and services with professional and personalised service to meet individual preferences.

1.5.Offer extras and add-ons and provide tailored and additional products and services.

1.6.Check actioning of special requests before customer delivery.

1.7.Liaise with team members and suppliers to ensure efficient service delivery.

1.8.Share customer information with team members to ensure quality service.

2. Proactively respond to difficult service situations.

2.1.Identify problems with products and services and take immediate action to address before provision to customer.

2.2.Anticipate delays in product and service provision and regularly update customer on expected outcomes.

2.3.Advise customers of alternative products and services.

2.4.Proactively compensate for service difficulty in line with own level of responsibility and organisational policy.

2.5.Provide ongoing internal feedback on service issues and suggest improvements.

3. Resolve customer complaints.

3.1.Use questioning techniques to establish and agree on nature, possible cause, and details of the complaint.

3.2.Assess impact on customer.

3.3.Take responsibility for resolving complaints in a professional manner and using communication techniques to assist in their management.

3.4.Determine options to resolve complaints and promptly analyse and decide on optimal solutions, taking organisational constraints into account.

3.5.Act swiftly to resolve complaints and prevent escalation, in consultation with customer and to customer satisfaction.

3.6.Turn complaints into opportunities to demonstrate high quality customer service.

3.7.Provide internal feedback on customer complaints and feedback and required follow-up in order to avoid future occurrence.

3.8.Review and evaluate complaints and solutions to enhance response to future issues.

4. Develop customer relationships.

4.1.Promote repeat business by offering promotional services according to individual empowerment and organisational policy.

4.2.Maintain customer profiles to enhance service delivery.

4.3.Provide personalised service to customers in a professional manner that builds repeat business.

4.4.Provide tailored products and services based on customer profile.

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 professional and personalised customer service experiences to two different internal and two different external customers to meet requirements

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 quality of above service

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

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

principles and benefits of enhanced customer service experiences and positive communication

techniques to anticipate customer preferences, needs and expectations throughout the service experience

conflict resolution techniques

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

various extras and add-ons to enhance the customer experience:

additional destinations

additional tours or cruises

cocktails and liqueurs to enhance the dining experience

coordination services at events and conferences

entrance to events, festivals and entertainment scheduled during customer stay at destination

entrance to major attractions at destination

extra food items

flight fuel emissions offset fee

local guiding services

optional meals and dining experiences

prepayment of baggage charges

prepayment of in-flight meals

pre-travel seat selection

private car transfers in lieu of regular transportation options

special offers or packages

specialised styling for events

storage for luggage after check-out

travel insurance

upgraded accommodation and flights

wine or boutique beers to match meals ordered

specific industry sector:

professional service standards and protocols for service industry personnel

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

different customer service needs and expectations

types of customer loyalty programs

essential features and use of the customer databases

particular organisation:

designated response times for providing service and resolving complaints

customer service policies and procedures

complaint handling policies and procedures

promotional services offered

procedures for responding to the following common customer complaints:

incorrect pricing or quotes

delays or errors in providing products or services

misunderstanding of customer requests

escalated complaints or disputes

other team members or suppliers not providing special requests

misunderstandings or communication barriers

unmet expectations of, or problems or faults with, a service or product

methods of compensating dissatisfied customers:

negotiating with suppliers on customer behalf to gain reduced rates or extra services

providing some or all services:

free of charge

at reduced rate

providing:

discount vouchers to attend at a future time

inexpensive add-on products

small gifts

special attention during the service period

special customer service delivery on next attendance

factors to consider when determining compensation of dissatisfied customers:

financial constraints of the organisation

profitability of the sale

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.

Organisational constraints must involve consideration of:

costs and budgets

feasibility of providing the solution

own authority to resolve the complaint

policy and procedures

profitability of the sale

ultimate responsibility within the organisation.