Unit of competency Outline

Date retreived
22/07/2026 9:51 PM 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 customer service experiences

Enhance customer service experiences

Unit of competency
National Code
SITXCCS015
State Code
OEA18
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
10/06/2022
View on TGA
State Implementation and Classification
Approved Date
18/10/2022
Field of Education
110101 - Hospitality
Original Release Date
18/10/2022
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.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.The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Provide a quality service experience.
  • 1.1. Determine and confirm 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 with professional and personalised service to meet individual preferences.
  • 1.5. Offer extras and add-ons and provide tailored and additional products and services.
  • 1.6. Check actioning of special requests before customer delivery.
  • 1.7. Liaise with team members and suppliers to ensure efficient service delivery.
  • 1.8. 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 before provision to 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 service difficulty in line with own level of responsibility and organisational policy.
  • 2.5. Provide ongoing internal feedback on service issues and suggest improvements.
3. Resolve customer complaints.
  • 3.1. Use questioning techniques to establish and agree on nature, possible cause, and details of the complaint.
  • 3.2. Assess impact of complaint on customer.
  • 3.3. Take responsibility for resolving complaints in a professional manner and using communication techniques to assist in their management.
  • 3.4. Determine options to resolve complaints and promptly analyse and decide on optimal solutions, taking organisational constraints into account.
  • 3.5. Act swiftly to resolve complaints and prevent escalation, in consultation with customer and to customer satisfaction.
  • 3.6. Turn complaints into opportunities to demonstrate high quality customer service.
  • 3.7. Provide internal feedback on customer complaints and feedback and required follow-up in order to avoid future occurrence.
  • 3.8. Review and evaluate complaints and solutions to enhance response to future issues.
4. Develop customer relationships.
  • 4.1. Promote repeat business by offering promotional services according to individual empowerment and organisational policy.
  • 4.2. Maintain customer profiles to enhance service delivery.
  • 4.3. Provide personalised service to customers in a professional manner that builds repeat business.
  • 4.4. Provide tailored products and services based on customer profile.
No information
No information
Replaces
State Code National Code Title Type
AWQ67 SITXCCS007 Enhance customer service experiences Unit of competency