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Evidence Guide: SITXCCS303 - 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

 

SITXCCS303 - 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 polite, professional and friendly manner within designated response times.
  2. Use appropriate language and tone in both written and spoken communication.
  3. Use appropriate non-verbal communication.
  4. Observe and respond to non verbal communication of customers.
  5. Use active listening and questioning to facilitate effective two way communication.
  6. Select a medium of communication appropriate for the audience and situation.
Communicate with customers in a polite, professional and friendly manner within designated response times.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use appropriate language and tone in both written and spoken communication.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use appropriate 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 audience and situation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deliver service according to defined standards.

  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:

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Follow organisational customer service policies and procedures.

Completed
Date:

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Adhere to professional standards expected of service industry personnel.

Completed
Date:

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Provide service to customers.

  1. Establish rapport with the 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 the customer’s immediate request.
Establish rapport with the 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 the 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 positively, sensitively and politely.
  3. Seek solutions by consulting the customer.
  4. Resolve complaints according to individual empowerment and organisational policy.
  5. Refer complex service issues to a higher level staff member for action.
  6. Maintain a positive and cooperative manner at all times.
Proactively recognise customer dissatisfaction and take swift action to avoid escalation to a complaint.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to customer complaints positively, sensitively and politely.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek solutions by consulting the customer.

Completed
Date:

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Resolve complaints according to individual empowerment and organisational policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer complex service issues to a higher level staff member for action.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain a positive and cooperative manner at all times.

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

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

Overview of assessment

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

Evidence of the ability to:

provide quality customer service on multiple occasions and cover a range of diverse customer service situations, including the resolution of complaints

communicate effectively with a variety of internal and external customers including those with special needs

demonstrate knowledge of professional service standards expected of service industry personnel

complete service within commercial time constraints and designated response times so that all customers are served effectively.

Context of and specific resources for assessment

Assessment must ensure use of:

a real or simulated tourism, hospitality or event industry customer service environment where customers are served

current commercial customer service policies and procedures including those for complaint handling

customers with whom the individual can interact.

Method 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, using role plays, of the individual:

serving customers

dealing with complaints

providing feedback on customer service practices

use of problem-solving exercises so the individual can identify reasons for complaints and provide suggested solutions

written or oral questioning to assess knowledge of:

professional service standards expected of service industry personnel

personal presentation standards

customer service policies and procedures

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.

Guidance information for assessment

The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:

SITHACS303 Provide accommodation reception services

SITHFAB307 Provide table service of food and beverage

SITTGDE401 Coordinate and operate tours

SITTTOP403 Operate tours in a remote area

SITTTSL303 Sell tourism products and services

SITXCCS302 Provide club reception services

SITXCOM201 Show social and cultural sensitivity.

Required Skills and Knowledge

Required skills

communication skills to:

interact with customers in a polite, professional and friendly manner

develop rapport

respond to customers with diverse and special needs and expectations

discuss customer complaints with colleagues and supervisors

literacy skills to:

read and interpret messages, notes, emails, letters, online communications and policies and procedures

write clear and concise messages, notes, emails, faxes letters and online communications

problem-solving skills to recognise customer dissatisfaction and resolve or refer complaints

self-management skills to deal with customer enquiries in a logical sequence

teamwork skills to provide feedback on service practices, policies and procedures and suggest improvements

technology skills to use electronic communication media.

Required knowledge

the principles of quality customer service and positive communication

appropriate voice tonality and volume

appropriate body language for customer service

value of staff and customer feedback in enhancing service delivery

for the 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

for the particular organisation:

types of internal and external customers

designated response times for acknowledging customers and their enquiry

personal presentation and hygiene standards

customer service policies and procedures including those for complaint handling

the essential features, conventions and usage of different types of communication media.

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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Ways to communicate with customersmay be:

by telephone

by written format:

handwritten

electronic

hard copy letter

face-to-face

formal

informal using abbreviations

verbal

varied according to the needs of the customer, including:

use of an interpreter

use of appropriate voice tonality and volume

use of basic gestures

use of languages other than English including Australian Indigenous languages

use of visual aids:

photographs

sketches

product information sheets.

Customers may be:

committees

external:

business to business

corporate

e-business

government

online

the media

retail

internal:

colleagues

managers

members of a team

staff from other departments, branches or locations

supervisors

new or regular

visitors.

Nonverbal communication may involve:

body language

culturally specific communication customs and practices

dress and accessories

gestures and mannerisms

use of space

voice tonality and volume.

Medium of communication may include:

assistive technology, e.g. telephone typewriter (TTY)

email or other electronic communication

facetoface

fax

simple written messages, such as restaurant bookings or phone messages

standard forms and pro formas

telephone

through interpreters

twoway communication systems.

Situation may involve:

access of the sender and receiver to necessary equipment

degree of formality required

required format

technical and operational features to fulfil the need

technical skills required to use the medium

urgency and timeframes.

Personal presentation may involve:

attire, shoes and accessories

complying with organisational policy for personal presentation

hair and grooming

hands and nails

impacts on different types of customers

jewellery

personal hygiene

specific requirements for particular work functions

wearing of:

clothes that do not offend organisation customer base

clothes to suit different work locations

promotional clothing for special events

uniform items within the organisational policy directives.

Policies and procedures may relate to:

acknowledging and greeting customers:

addressing the person by name

modes of greeting and farewelling

complaint and dispute management

empowerment of different levels of personnel to resolve:

complaints

disputes

service issues

customer compensation

loyalty programs

presentation standards for:

customer environment

customer service personnel

documents and promotional materials

pricing guarantees

product quality

refunds and cancellation fees

response times

service guarantees

training staff for:

customer service

complaint handling

use of standard letters and pro formas.

Customers with special needs may include:

aged people

parents with young children

pregnant women

those with a disability

those with special cultural or language needs

unaccompanied children.

Customer complaints may involve:

customers with unmet expectations of products and services

difficult or demanding customers

incorrect pricing or quotes

other team members or suppliers not providing special requests

misunderstandings or communication barriers

problems or faults with the product

problems with the service, such as delays or incorrect orders.