Superseded by SITXCCS015 Enhance customer service experiences

Application

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.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Contains the following documents

• Assessment Matrix (Mapping Document)

• New Assessor Workbook/Guide (in MS Word Format)

• New Cover Sheet

• Learner Guide  (in MS Word Format)

• New Learner Evidence Document

• Learner Workbook (in MS Word Format)

• New Observation and Demonstration Checklists

• New Session Plan (in MS Word Format)

• PowerPoint presentation

• Supporting documents:

  • Contextualisation guide

  • Training and assessment strategy (TAS)

  • RTO Materials statement of validation

  • Student validation survey

  • Work placement logbook

  • Workplace documentation

  • Workplace evidence

For more information please contact us on sarah@rtomaterials.com.au