SITXCCS011 - Interact with customers

Unit code: SITXCCS011 | Study level: TAFE
Nominal hours:
20
Location
Footscray Nicholson
Prerequisites
N/A
Overview
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Overview

This unit describes the performance outcomes, skills and knowledge required to deliver fundamental customer service to both internal and external customers. It requires the ability to greet and serve customers, and respond to a range of basic customer service enquiries, including routine customer problems.
The unit applies to frontline service personnel who operate under close supervision and with guidance from others. They provide routine customer service and would not be expected to respond to complex customer requests or complaints.The unit applies to 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 effective customer service to two different internal and two different external customers to meet requirements
  • interact with above customers in line with organisational customer service standards and within designated organisational response times
  • respond to three different customer problems according to organisational policies and procedures including:
    • identifying situations where problems are beyond own level of responsibility, and process to escalate in line with organisational policies and procedures
  • seek informal feedback from customers on above activities.

Students will also be expected to demonstrate the following knowledge:

  • importance of the customer in the service industries
  • customer service standards expected in the service industries
  • profiles of different types of customers:
    • external
    • internal
    • new
    • regular or repeat
    • visitors
  • value and role of customer feedback in improving service delivery
  • presentation standards for:
    • customer environment
    • customer service personnel
    • documents and promotional materials
  • customer service policies and procedures:
    • application of booking or cancellation fees
    • response times for acknowledging and greeting customers
    • response times for delivering products and services
    • customer service policies for resolving routine customer problems
    • product pricing and quality
    • processing refunds and exchanges
    • gathering and recording customer feedback on services
    • empowerment of different levels of personnel to resolve complaints, disputes, service issues and customer compensation
    • escalating and reporting service issues and customer problems
  • methods to communicate with customers:
    • by telephone
    • electronically
    • face-to-face
  • techniques for showing interest in customer needs and maintaining a welcoming customer environment during service delivery, including through the use of:
    • appropriate voice tonality and volume
    • basic gestures
  • product information sheets
  • procedures for responding to routine customer problems:
    • incorrect pricing of products and services
    • delays or errors in providing products or services
    • misunderstanding customer requests.

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):

Certificate II in Hospitality
SIT20322 | Certificate ii | 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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