Assessment Requirements for SITXCCS001 Provide customer information and assistance

Release: 1

Assessment Requirements for SITXCCS001 Provide customer information and assistance

Modification History

Not applicable.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

provide current, accurate and relevant information and assistance about organisational facilities, products and services to three different customers on three different occasions

provide above information and assistance in a culturally appropriate manner and according to customer service standards

maintain and extend personal knowledge of relevant facilities, products and services

seek informal feedback from customers on above activities.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

sources of information, advice and referral on organisational facilities, products and services

details of organisational facilities, products and services:

access

cloaking

direction or location of facilities

facilities for those with special needs

food and beverages

new activities, events and procedures

opening hours

operational changes

pricing

promotional activities

ticket sales

times of activities or events

organisational service procedures and standards

relevant legislation relating to customer service:

Australian consumer law

equal employment opportunity

work health and safety

promotions

organisational policies and procedures to enable ethical and non-discriminatory treatment of client requests and resolution of complaints:

communication protocols

complaint procedures

customer service procedures

reporting procedures

personal presentation

privacy

record-keeping procedures

communication mediums required to provide service to clients and colleagues

conflict-resolution strategies

awareness of customs and practices of various social and cultural groups within Australia to assist with meeting client needs and expectations in regards to:

modes of greeting, farewelling and conversation

body language and body gestures

formality of language

clothing

services and products within the organisation that may be suited to particular clients

principles and benefits of enhanced customer service experiences and positive communication.

Assessment Conditions

Skills must be demonstrated in an operational customer service environment in a service based industry such as tourism, travel, hospitality or events. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

business equipment:

computers

telephones

sources of information on facilities and services

organisational specifications for customer service standards

customers from different cultural backgrounds with whom the individual can interact; these can be:

customers in an industry workplace during the assessment process; or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=68c40a93-e51d-4e0f-bc06-899dff092694