Unit of competency Outline

Date retreived
22/07/2026 4:22 AM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Enhance the customer service experience

Enhance the customer service experience

Unit of competency
National Code
SITXCCS401
State Code
WF745
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
18/01/2013
View on TGA
State Implementation and Classification
Approved Date
25/02/2014
Field of Education
110101 - Hospitality
Original Release Date
25/02/2014
Nominal Hours
60
Description
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.
Notes
Elements and Performance Criteria
1. Provide a quality service experience to customers.
  • 1.1 Determine and clarify customer preferences, needs and expectations.
  • 1.2 Advise customers about appropriate products and services to meet their needs.
  • 1.3 Anticipate customer preferences, needs and expectations throughout the service experience.
  • 1.4 Promptly provide products and services which meet individual preferences.
  • 1.5 Offer extras and add ons and provide tailored and additional services and products.
  • 1.6 Check the actioning of special requests before customer delivery.
  • 1.7 Provide professional and personalised service to provide a quality service experience.
  • 1.8 Liaise with team members and suppliers to ensure efficient service delivery.
  • 1.9 Share customer information with team members to ensure quality service.
2. Proactively respond to difficult service situations.
  • 2.1 Identify problems with products and services and take immediate action to address them before provision to the customer.
  • 2.2 Anticipate delays in product and service provision and regularly update customer on expected outcomes.
  • 2.3 Advise customers of alternative products and services.
  • 2.4 Proactively compensate for the service difficulty according to individual empowerment and organisational policy.
  • 2.5 Provide ongoing internal feedback on service issues and suggest improvements to avoid customer disappointment.
3. Resolve customer complaints.
  • 3.1 Use questioning techniques to establish and agree on the nature, possible cause and details of the complaint.
  • 3.2 Assess the impact on the customer.
  • 3.3 Use communication techniques to assist with the management of the complaint.
  • 3.4 Handle the situation sensitively, courteously and discreetly.
  • 3.5 Take responsibility for finding a solution to the complaint.
  • 3.6 Determine options to resolve the complaint and promptly analyse and decide on the best solution, taking into account any organisational constraints.
  • 3.7 Take swift action to resolve the complaint and prevent escalation, in consultation with customer and to customer satisfaction.
  • 3.8 Use techniques to turn complaints into opportunities to demonstrate high quality customer service.
  • 3.9 Provide internal feedback on complaints in order to avoid future occurrence.
  • 3.10 Reflect on and evaluate complaints and solutions to enhance response to future issues.
4. Develop a customer relationship.
  • 4.1 Promote repeat business by the offer of promotional services according to individual empowerment and organisational policy.
  • 4.2 Maintain customer profiles to enhance service delivery.
  • 4.3 Develop a rapport with and provide personalised service to repeat customers.
  • 4.4 Provide tailored products and services based on customer profile.
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.
Customer preferences, needs and expectations:
may be determined by:
active listening
observation
questioning
recognition of nonverbal signs
may include:
assistance
comfort
courtesy
empathy and support
emergency support
friendliness
new experiences
prompt service
special requests
value for money
variations to standard menu items
may be related to:
age
gender
prior knowledge
social and cultural characteristics
special needs.
Customers may include:
committees
external:
business to business
corporate
e-business
government
online
the media
retail
internal:
colleagues
managers
members of a team
staff from other departments, branches or locations
supervisors
new or regular
visitors.
Extras and add-ons may include:
products not requested by the customer but identified as a good fit, including:
additional destinations
additional tours or cruises
cocktails and liqueurs to enhance the dining experience
coordination services at events and conferences
entrance to events, festivals and entertainment scheduled during customer stay at destination
entrance to major attractions at the destination
extra food items such as entrées, desserts and cheese plates
flight fuel emissions offset fee ("flying carbon neutral")
local guiding services
optional meals and dining experiences
optional tours
prepayment of baggage charges
prepayment of in-flight meals
pre-travel seat selection
private car transfers in lieu of regular transportation options
special offers or packages
specialised styling for events
storage for luggage after check-out
travel insurance
upgraded accommodation and flights
wine or boutique beers to match meals ordered.
Suppliers may include:
accommodation providers
attractions
vehicle rental operators
entertainment venues
event organisations
guides
restaurants
tour and cruise operators
tour wholesalers
transport operators.
Compensate for the situation may involve:
considering the:
financial constraints of the organisation
profitability of the sale
negotiating with suppliers, on customer behalf, to gain reduced rates or extra services
provision of some or all services:
free of charge
at reduced rate
provision of:
discount vouchers to attend at a future time
inexpensive add-on products
small gifts
special attention during the service period
special customer service delivery on next attendance.
Complaint may involve:
customers with unmet expectations of products and services
difficult or demanding customers
escalated complaints or disputes
incorrect pricing or quotes
other team members or suppliers not providing special requests
misunderstandings or communication barriers
problems or faults with the service or product.
Communication techniques may involve:
ability to speak clearly, be understood and use appropriate language, style and tone
active listening
asking questions to gain information, clarify ambiguities and adequately understand requirements
empathising with customer situation while upholding organisational policy
nonverbal communication and recognition of nonverbal signs
rephrasing and repeating questions, requests and statements to confirm that they have been correctly understood
using communication techniques appropriate to different social and cultural groups.
Organisational constraints may include:
costs and budgets
feasibility of providing the solution
own empowerment to resolve the complaint
policy and procedures
profitability of the sale
ultimate responsibility within the organisation.
Promotional services may include:
birthday gifts
customer loyalty programs
newsletters
email notification of:
sales
new product ranges
reminders of forthcoming special occasions, such as Mother’s day and Valentine’s day
sale of gift vouchers
discount vouchers.
Customer profiles may include:
birthdays and anniversaries
comments and feedback provided
details of products and services experienced
names and contact details
preferences and expectations, such as favourite products, rooms, additional requirements and special needs.
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:
provide professional and personalised customer service experiences on multiple occasions to meet the expectations of a variety of customers
communicate with a diverse range of customers including those with special needs to provide a total quality service experience
resolve difficult service situations and customer complaints within designated times
demonstrate knowledge of professional service standards expected of service industry personnel
complete service within commercial time constraints and designated response times so that all customers are served effectively.
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
computers and data bases that manage customer profiles and promotional activities
current commercial customer service policies and procedures including those for complaint handling
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, to assess the individual’s ability to:
determine different customer service needs and expectations
liaise with team members to ensure efficient service delivery
offer extra and add-on products and services
promote repeat business by the offer of promotional services
resolve customer complaints
use of problem-solving exercises so the individual can identify reasons for difficult service situations and provide suggested solutions
written or oral questioning to assess knowledge of:
professional service standards expected of service industry personnel
types of customer loyalty programs
customer service policies and procedures
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:
SITHKOP404 Plan catering for events or functions
SITXCOM201 Show social and cultural sensitivity
SITXCOM401 Manage conflict
SITXEVT401 Plan in-house events or functions.
Replaces
State Code National Code Title Type
S6489 SITXCCS002A Provide quality customer service Unit of competency
Replaced By
State Code National Code Title Type
AWQ67 SITXCCS007 Enhance customer service experiences Unit of competency