Modification History
The version details of this endorsed unit of competency set are in the table below. The latest information is at the top.
Version |
Comments |
1.0 |
N Replaces but is not equivalent to SITXCOM001A Work with colleagues and customers. Title changed to better reflect the intent and content of the unit. Updated and re-categorised to Client and Customer Service. |
Unit Descriptor
This unit describes the performance outcomes, skills and knowledge required to communicate effectively with and provide quality service to both internal and external customers. It requires the ability to establish rapport with customers, determine and address customer needs and expectations and respond to complaints.
Application of the Unit
This unit applies to all tourism, hospitality and event sectors.
It applies to those frontline service personnel who deal directly with customers on a daily basis and who operate with some level of independence and under limited supervision. They work in reception areas, in an office, back-of-house and on tour or on site. This includes food and beverage attendants, concierge staff, guides, front office personnel, tour coordinators, event coordinators and retail travel consultants.
Licensing/Regulatory Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Pre-Requisites
Not applicable.
Employability Skills Information
This unit contains employability skills.
Elements and Performance Criteria Pre-Content
Elements and Performance Criteria
Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide. |
1. Communicate with internal and external customers. |
1.1 Communicate with customers in a polite, professional and friendly manner within designated response times. 1.2 Use appropriate language and tone in both written and spoken communication. 1.3 Use appropriate non-verbal communication . 1.4 Observe and respond to non verbal communication of customers. 1.5 Use active listening and questioning to facilitate effective two way communication. 1.6 Select a medium of communication appropriate for the audience and situation . |
2. Deliver service according to defined standards. |
2.1 Practise high standards of personal presentation and hygiene according to organisational requirements. 2.2 Follow organisational customer service policies and procedures . 2.3 Adhere to professional standards expected of service industry personnel. |
3. Provide service to customers. |
3.1 Establish rapport with the customer to promote goodwill and trust during service delivery. 3.2 Identify customer needs and expectations, including customers with special needs . 3.3 Promptly meet all reasonable customer needs and requests. 3.4 Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction. 3.5 Recognise and act upon opportunities to deliver additional levels of service beyond the customer’s immediate request. |
4. Respond to customer complaints. |
4.1 Proactively recognise customer dissatisfaction and take swift action to avoid escalation to a complaint. 4.2 Respond to customer complaints positively, sensitively and politely. 4.3 Seek solutions by consulting the customer. 4.4 Resolve complaints according to individual empowerment and organisational policy. 4.5 Refer complex service issues to a higher level staff member for action. 4.6 Maintain a positive and cooperative manner at all times. |
5. Provide internal feedback on customer service practices. |
5.1 Provide ongoing internal feedback on service practices, policies and procedures, and suggest improvements. 5.2 Identify individual and recurring complaints and provide internal feedback to avoid future occurrence. |
Required Skills and Knowledge
This section describes the skills and knowledge required for this unit. |
Required skills |
|
Required knowledge |
|
Evidence Guide
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:
|
Context of and specific resources for assessment |
Assessment must ensure use of:
|
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:
|
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:
|
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, 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. |
|
Ways to communicate with customers may be: |
|
Customers may be: |
|
Non-verbal communication may involve: |
|
Medium of communication may include: |
|
Situation may involve: |
|
Personal presentation may involve: |
|
P olicies and procedures may relate to: |
|
Customers with special needs may include: |
|
Customer complaints may involve: |
|
Unit Sector(s)
Cross-Sector
Competency Field
Client and Customer Service