Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
SITXCCS303 Mapping and Delivery Guide
Provide service to customers
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | SITXCCS303 - Provide service to customers |
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Description | 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. | ||
Employability Skills | This unit contains employability skills. | ||
Learning Outcomes and Application | This unit applies to all tourism, hospitality and event sectors.It 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. They work in reception areas, in an office, backofhouse and on tour or on site. This includes food and beverage attendants, concierge staff, guides, front office personnel, tour coordinators, event coordinators and retail travel consultants. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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Prerequisites/co-requisites | Not applicable. | ||
Competency Field |
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: Deliver service according to defined standards. |
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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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