SITXCCS015 - Enhance customer service experiences

Unit code: SITXCCS015 | Study level: TAFE
Nominal hours:
40
Location
Footscray Nicholson
Prerequisites
N/A
Overview
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Overview

This unit describes the performance outcomes, skills and knowledge required to provide professional and personalised customer service experiences. It requires the ability to determine and meet customer preferences, develop customer relationships, respond to difficult service situations and take responsibility for resolving complaints.
The unit applies to those who deal directly with customers on a daily basis and who operate independently or with limited guidance from others. It includes senior frontline sales personnel, supervisors and managers who use discretion and judgement to provide quality customer service experiences.This includes individuals working in a range of tourism, travel, hospitality and events contexts.

Assessment

For Melbourne campuses

Assessment tasks will be designed to reinforce & extend knowledge and skill competence within set & controlled parameters in accordance with each units learning outcomes & performance criteria requirements, including the setting of work based practical application tasks designed to provide evidence of competence outcomes, within periodic and scheduled timelines.

Students will be expected to demonstrate the following required skills:

  • identify customer requirements and provide professional and personalised customer service experiences to two different internal and two different external customers to meet requirements
  • apply procedures to respond to and resolve three different customer complaints according to organisational policies and procedures
  • apply effective communication techniques with the above internal and external customers, including at least one with special needs
  • seek formal and informal feedback from customers on quality of above service
  • provide above service to above customers in line with organisational customer service standards and within designated organisational response times.

Students will also be expected to demonstrate the following knowledge:

  • principles and benefits of enhanced customer service experiences and positive communication
  • techniques to anticipate customer preferences, needs and expectations throughout the service experience
  • conflict resolution techniques
  • methods for enhancing service delivery in response to staff and customer feedback
  • extras and add-ons to enhance the customer experience
  • professional service standards and protocols for service industry personnel
  • attitudes and attributes expected by the service industries to work with customers
  • different customer service needs and expectations
  • types of customer loyalty programs
  • essential features and use of customer databases
  • organisational policies and procedures:
  • designated response times for providing service and resolving complaints
  • customer service policies and procedures
  • complaint handling policies and procedures
  • promotional services offered
  • procedures for responding to the following common customer complaints:
  • incorrect pricing or quotes
  • delays or errors in providing products or services
  • misunderstanding of customer requests
  • escalated complaints or disputes
  • other team members or suppliers not providing special requests
  • misunderstandings or communication barriers
  • unmet expectations of, or problems or faults with, a service or product
  • methods of compensating dissatisfied customers
  • factors to consider when determining compensation of dissatisfied customers:
  • legal and regulatory requirements in relation to consumer law
  • feasibility of providing the solution
  • own authority to resolve the complaint
  • policy and procedures
  • awareness of special needs, customs and practices of social and cultural groups of customers in regard to:
  • modes of greeting, farewelling and conversation
  • body language and body gestures
  • formality of language
  • clothing
  • methods of collecting feedback:
    formal:
  • surveys
  • interviews
  • structured questioning
    informal:
  • observation
  • casual discussion
  • essential features, conventions and use of different types of communication techniques and equipment.

Required reading

The qualified trainer and assessor will provide teaching and learning materials as required in the form of workbooks produced by Victoria University and/or via the Victoria University e-learning system.

As part of a course

This unit is studied as part of the following course(s):

Diploma of Event Management
SIT50322 | Diploma | Duration:
Diploma of Hospitality Management
SIT50422 | Diploma | Duration:
Diploma of Travel and Tourism Management
SIT50122 | Diploma | Duration:

Refer to the course page for information on how to apply for the course. VU takes care to ensure the accuracy of this unit information, but reserves the right to change or withdraw courses offered at any time. Please check that unit information is current with the Student Contact Centre.

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