Assessor Resource
SITXCCS002A
Provide quality customer service
Assessment tool
Version 1.0
Issue Date: May 2024
This unit describes a high-level customer service skill for those working within the service industries and applies to the full range of tourism and hospitality, retail and personal services, and sport and recreation industry sectors and environments, including those involved in food and beverage service, housekeeping, front office and hairdressing.
It applies to those who deal with customers and whose job includes the opportunity to provide a quality customer service experience. Senior operational personnel or supervisors and managers who operate autonomously are involved in providing this service.
This unit describes the performance outcomes, skills and knowledge required to provide quality service to customers in a range of service industry workplaces. It requires the ability to determine and address diverse customer needs and expectations, ascertain changes in customer preferences, establish rapport, deal with complaints and difficult service situations, use opportunities for promoting and up-selling, apply knowledge of protocol and ritual for particular types of industry sectors and organisations, and systematically manage a clientele through rewards systems, databases, etc.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
This unit builds on the skills addressed in other units dealing with customer service and communication, such as SITXCOM001A Work with colleagues and customers.
You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)