Enhance the customer service experience

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver SITXCCS401, 'Enhance the customer service experience'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Enhance the customer service experience' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)

Elements and Performance Criteria

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1. Provide a quality service experience to customers.

1.1 Determine and clarify 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 which meet individual preferences.

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

1.6 Check the actioning of special requests before customer delivery.

1.7 Provide professional and personalised service to provide a quality service experience.

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

1.9 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 them before provision to the 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 the service difficulty according to individual empowerment and organisational policy.

2.5 Provide ongoing internal feedback on service issues and suggest improvements to avoid customer disappointment.

3. Resolve customer complaints.

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

3.2 Assess the impact on the customer.

3.3 Use communication techniques to assist with the management of the complaint.

3.4 Handle the situation sensitively, courteously and discreetly.

3.5 Take responsibility for finding a solution to the complaint.

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

3.7 Take swift action to resolve the complaint and prevent escalation, in consultation with customer and to customer satisfaction.

3.8 Use techniques to turn complaints into opportunities to demonstrate high quality customer service.

3.9 Provide internal feedback on complaints in order to avoid future occurrence.

3.10 Reflect on and evaluate complaints and solutions to enhance response to future issues.

4. Develop a customer relationship.

4.1 Promote repeat business by the offer of promotional services according to individual empowerment and organisational policy.

4.2 Maintain customer profiles to enhance service delivery.

4.3 Develop a rapport with and provide personalised service to repeat customers.

4.4 Provide tailored products and services based on customer profile.