Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
SITXCCS006 Mapping and Delivery Guide
Provide service to customers
Version 1.0
Issue Date: June 2024
Qualification | - |
Unit of Competency | SITXCCS006 - Provide service to customers |
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Description | |||
Employability Skills | |||
Learning Outcomes and Application | This unit describes the performance outcomes, skills and knowledge required to communicate effectively with and provide quality service to both internal and external customers. It requires the ability to establish rapport with customers, determine and address customer needs and expectations, and respond to complaints.The unit applies to those frontline service personnel who deal directly with customers on a daily basis and who operate with some level of independence and under limited supervision. This includes individuals working in a range of tourism, travel, hospitality and events contexts.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. Skills must be demonstrated in an operational business environment where customers are served. This can be: an industry workplace a simulated industry environment. Assessment must ensure access to: organisational policies, procedures and templates relating to: customer service standards designated response times presentation standards procedures for dealing with customer complaints customer surveys and feedback collection recording and reporting customer feedback internal and external customers with different cultural backgrounds and special service needs with whom the individual can interact; these can be: customers in an industry workplace during the assessment process; or individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation. Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors. |
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Prerequisites/co-requisites | |||
Competency Field | Client and Customer Service |
Development and validation strategy and guide for assessors and learners | Student Learning Resources | Handouts Activities |
Slides PPT |
Assessment 1 | Assessment 2 | Assessment 3 | Assessment 4 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Communicate with internal and external customers. |
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Element: Follow defined organisational standards when delivering service. |
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Element: Provide service to customers. |
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Element: Respond to customer complaints. |
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Element: Provide internal feedback on customer service practices. |
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