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Evidence Guide: SITXCCS202 - Interact with 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

 

SITXCCS202 - Interact with customers

What evidence can you provide to prove your understanding of each of the following citeria?

Greet and serve customers.

  1. Make customers a priority over other workplace duties.
  2. Greet customers in a polite and friendly manner.
  3. Communicate with customers clearly and concisely.
  4. Use questions and actively listen to customer responses to determine their needs.
  5. Show interest in customer needs and maintain a welcome customer environment during service delivery.
  6. Explain and match products and services to customer needs.
Make customers a priority over other workplace duties.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Greet customers in a polite and friendly manner.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate with customers clearly and concisely.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use questions and actively listen to customer responses to determine their needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Show interest in customer needs and maintain a welcome customer environment during service delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Explain and match products and services to customer needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Work with others to deliver service.

  1. Identify personal limitations in serving the needs of customers and seek assistance from others.
  2. Follow the directions of supervisors and managers to deliver quality service.
  3. Resolve routine customer problems according to individual empowerment and organisational policy.
  4. Refer other service issues to a higher level staff member for action.
Identify personal limitations in serving the needs of customers and seek assistance from others.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow the directions of supervisors and managers to deliver quality service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolve routine customer problems according to individual empowerment and organisational policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide feedback on customer service.

  1. Report service issues and customer problems as they arise.
  2. Provide customer feedback to relevant supervisors or managers.
Report service issues and customer problems as they arise.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide customer feedback to relevant supervisors or managers.

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:

greet and serve customers on multiple occasions and cover a range of customer service enquiries including customer problems

demonstrate knowledge of customer service standards expected by the service industries

serve customers within designated response times.

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

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:

greeting and serving customers

dealing with routine customer service problems

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

written or oral questioning to assess knowledge of:

customer service standards expected by the service industries

customer service policies for resolving routine customer service problems

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:

SIRXSLS201 Sell products and services

SITHACS201 Provide housekeeping services to guests

SITHFAB206 Serve food and beverage

SITTGDE101 Interpret aspects of local Australian Indigenous culture

SITTVAF201 Load and unload a ride

SITXCCS201 Provide visitor information

SITXCOM201 Show social and cultural sensitivity.

Required Skills and Knowledge

Required skills

communication skills to:

interact with customers in a polite and friendly manner

ask questions and actively listen to customers to determine their needs

provide clear and accurate information

discuss customer problems with colleagues and supervisors

problem-solving skills to recognise customer problems and resolve or refer service issues

teamwork skills to provide customer feedback to relevant supervisors or managers.

Required knowledge

importance of the customer within the service industries

customer service standards and attitudes expected by the service industries

value of customer feedback in improving service delivery

for the particular organisation:

designated response times for acknowledging and greeting customers

customer service policies for resolving routine customer service problems.

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.

Customers may be:

external:

business to business

government

retail

internal:

colleagues

managers

members of a team

staff from other departments

staff from other branches or locations

supervisors

new or regular

visitors.

Ways to communicate with customersmay:

be:

by telephone

electronically

face-to-face

include the use of:

appropriate voice tonality and volume

basic gestures

product information sheets.

Others may include:

colleagues

managers

supervisors.

Routine customer problemsmay involve:

incorrect pricing of products and services

delays in providing products or services

misunderstanding of customer requests

providing incorrect products or services

requests for refunds or exchanges.

Organisational policymay relate to:

cancellation fees

empowerment of different levels of personnel to resolve customer problems

exchanges

pricing

product quality

refunds

response times for delivering products and services.