Unit of competency Outline

Date retreived
22/07/2026 3:40 PM AWST

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Provide quality customer service

Provide quality customer service

Unit of competency
National Code
SITXCCS002A
State Code
S6489
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
01/01/2011
View on TGA
State Implementation and Classification
Approved Date
30/06/2014
Field of Education
080501 - Sales
Original Release Date
30/06/2014
Nominal Hours
60
Description
This unit describes the performance outcomes, skills and knowledge required to provide quality service to customers in a range of service industry workplaces. It requires the ability to determine and address diverse customer needs and expectations, ascertain changes in customer preferences, establish rapport, deal with complaints and difficult service situations, use opportunities for promoting and up-selling, apply knowledge of protocol and ritual for particular types of industry sectors and organisations, and systematically manage a clientele through rewards systems, databases, etc. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.This unit builds on the skills addressed in other units dealing with customer service and communication, such as SITXCOM001A Work with colleagues and customers.
Notes
Elements and Performance Criteria
1 Develop and maintain product, service and market knowledge.
  • 1.1 Identify opportunities and use formal and informal research to develop and maintain knowledge of products and services.
  • 1.2 Use customer feedback and workplace observation to evaluate products, services and promotional initiatives and identify changes in customer preferences, needs and expectations.
  • 1.3 Share market, product and service knowledge obtained with colleagues to enhance the effectiveness of the team.
  • 1.4 Suggest ideas to appropriate person for product and service adjustments to meet customer needs for future planning according to organisation policy.
2 Provide a quality service experience to customers.
  • 2.1 Determine and clarify customer preferences, needs and expectations.
  • 2.2 Offer accurate information about appropriate products and services to customers to meet their needs and expectations.
  • 2.3 Anticipate customer preferences, needs and expectations throughout the service experience and provide products and services in a timely manner, appropriate to individual needs and preferences, and according to organisation standards.
  • 2.4 Offer possible extras and add-ons appropriately and provide personalised and additional services and products where appropriate.
  • 2.5 Proactively promote products and services at appropriate opportunities according to current organisation goals and promotional focus and employ selling techniques appropriately to encourage usage and purchase.
  • 2.6 Identify problems in products and services and take action immediately to address them and/or notify management.
  • 2.7 Liaise with team members to ensure timely and efficient service.
  • 2.8 Share information with other team members and relevant persons to ensure efficient service and timely and smooth workflow.
3 Deal with complaints and difficult customer service situations.
  • 3.1 Use questioning techniques to establish and agree on the nature, possible cause and details of the complaint or difficult customer service situation with the customer and assess the impact on the customer of the situation.
  • 3.2 Use communication techniques to assist in the management of the complaint and handle the situation sensitively, courteously and discreetly.
  • 3.3 Take responsibility for finding a solution to the complaint within the scope of individual responsibility.
  • 3.4 Determine possible options to resolve the complaint and promptly analyse and decide on the best solution, taking into account any organisation constraints.
  • 3.5 Take appropriate action swiftly to resolve the complaint and prevent escalation, in agreement with customer and to the customer's satisfaction.
  • 3.6 Where appropriate, use techniques to turn complaints into opportunities to demonstrate high quality customer service.
  • 3.7 Provide feedback on complaints to appropriate personnel in order to avoid future occurrence.
  • 3.8 Reflect on and evaluate complaint and solution to enhance response to future complaints or difficult service situations.
4 Manage and use information about clients and customers.
  • 4.1 Determine and record customer information where appropriate to provide personalised service.
  • 4.2 Develop and maintain knowledge of organisation promotional initiatives and implement where appropriate.
  • 4.3 Proactively provide enhanced products and services to clients and customers based on client information.
RANGE STATEMENT
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 in the performance criteria is detailed below.

Formal and informal research may include:
discussions with colleagues
reading organisation information
research of product and service information brochures
general media
membership of industry associations and networks
attendance at conferences, trade shows and industry events
distributing surveys and questionnaires.


Products, services and promotional initiatives may include:
tours and transport
conferences and conventions
function facilities
entertainment
shopping services
restaurant facilities
food and beverage
add-on services
special offers or packages.


Customer preferences, needs and expectations:
may be determined by:
active listening
questioning
observation
recognition of non-verbal signs
may be related to:
age
gender
social and cultural characteristics
prior knowledge
special needs
may include:
friendliness
courtesy
value for money
prompt or timely service
assistance
empathy and support
comfort
new experience
basic needs for food, shelter, transport or other services.


Product and service knowledge may relate to:
general features
special features
benefits
disadvantages
price
special offers
availability
how to purchase or order.


Promoting products and services may include:
displays
promotions
special offers and deals
menus and specials
word of mouth
up-selling.


Selling techniques include up-selling and suggestive selling and may involve:
serving
helping
advising
building rapport with customers
arousing interest.


Complaints or difficult customer service situations may include:
problems or faults with the service or product
delays or poor timing of product or service supply
misunderstandings or communication barriers
difficult or demanding customers
customers with different or special needs or expectations
escalated complaints.

Communication techniques may include:
listening and active listening
asking questions to gain information, clarify ambiguities and adequately understand requirements
rephrasing and repeating questions, requests and statements to confirm that they have been correctly understood
empathising with the customer's situation while upholding organisation policy
non-verbal communication and recognition of non-verbal signs
using communication techniques appropriate to different social and cultural groups
ability to speak clearly, be understood and use appropriate language, style and tone.


Organisation constraints may include:
feasibility
costs and budgets
policy and procedures
job role and responsibility.


Customer information may include:
names
preferences and expectations such as favourite products, rooms, additional requirements and special needs
details of products and services experienced
comments and feedback provided.


Promotional initiatives may include:
reward systems and loyalty programs
promotions and specials
online promotions.
EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
ability to provide a total quality service experience
knowledge of different customer preferences and ways to meet both stated and unstated requirements
ability to use selling techniques to promote products and services within a specific tourism or hospitality context
ability to handle and resolve complaints and difficult customer service situations.


Context of and specific resources for assessment
Assessment must ensure:
demonstration of skills while undertaking normal job tasks, e.g. up-selling while providing food and beverage service, promoting the hotel or park restaurant while at reception, advising guests of special features or events while issuing tickets to a theme park or other attraction, or promoting through the development of menus, specials or other special products or services
work activities that allow interaction with multiple and diverse customer types to allow the candidate to respond to a range of requirements and customer service situations.


Methods 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 of the candidate providing service to customers
oral or written questions to determine product and service knowledge
case studies to test knowledge of appropriate products and services for different contexts, customers and situations
role-plays in which the candidate promotes products and services and demonstrates up-selling techniques
projects to develop menus, promotional ideas or suggestions for a particular product or service
project to research customer preferences for a particular organisation or context
review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
SITXCOM002 Work in a socially diverse environment
SITXCOM003A Deal with conflict situations.


Assessing employability skills
Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.
Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.
Replaces
State Code National Code Title Type
E1977 THHGCS02B Promote products and services to customers Unit of competency
Replaced By
State Code National Code Title Type
WF745 SITXCCS401 Enhance the customer service experience Unit of competency