Modification History
Not applicable.
Unit Descriptor
Unit descriptor |
This unit describes the performance outcomes, interpersonal, communication and customer service skills and knowledge required to work in the service industries. This is a core unit underpinning all other units involving interaction with colleagues and customers. Key required skills and knowledge for this role include meeting personal presentation standards, establishing rapport with customers, determining and addressing customer needs and expectations, dealing with complaints, working in teams and using appropriate communication techniques and mediums. |
Application of the Unit
Application of the unit |
This unit applies across the service industries to all job roles and levels and in particular to the full range of tourism and hospitality industry sectors and environments. It applies to those who deal directly with customers as well as back-of-house staff or those working in reception areas; in an office; and on tour or on site, such as food and beverage attendants, housekeeping attendants, porters and concierge staff, guides, front office personnel, tour coordinators, event coordinators and retail travel consultants. |
Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Prerequisite units |
Nil |
Employability Skills Information
Employability skills |
The required outcomes described in this unit of competency contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements. |
Elements and Performance Criteria Pre-Content
Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the required performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge and/or the range statement. Assessment of performance is to be consistent with the evidence guide. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
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1 |
Communicate with customers. |
1.1 |
Conduct communication with customers and colleagues in a polite, professional and friendly manner. |
1.2 |
Use language and tone appropriate to a given situation in both written and spoken communication. |
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1.3 |
Source relevant information about products and services and provide information clearly to customers. |
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1.4 |
Use appropriate non -verbal communication in all situations. |
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1.5 |
Observe and take into consideration non-verbal communication of colleagues and customers. |
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1.6 |
Show sensitivity to cultural and social differences . |
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1.7 |
Use active listening and questioning to facilitate effective two-way communication. |
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1.8 |
Select an appropriate medium of communication for the particular audience, purpose and situation, taking into consideration the characteristics of each medium and the relevant factors involved. |
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1.9 |
Use communication medium correctly and according to standard protocols and organisation procedures . |
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2 |
Maintain personal presentation standards. |
2.1 |
Practise high standards of personal presentation according to organisation requirements, work location, impacts on different types of customers and specific requirements for particular work functions. |
3 |
Provide service to colleagues and customers. |
3.1 |
Identify colleague and customer needs and expectations correctly, including customers with special needs , and provide appropriate products, services or information. |
3.2 |
Meet all reasonable colleague and customer needs and requests within acceptable organisation timeframes. |
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3.3 |
Identify and take all opportunities to enhance service quality. |
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4 |
Respond to conflicts and customer complaints. |
4.1 |
Identify potential and existing conflicts and seek solutions in conjunction with parties involved. |
4.2 |
Recognise customer dissatisfaction promptly and take action to resolve the situation according to individual level of responsibility and organisation procedures. |
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4.3 |
Respond to customer complaints positively, sensitively and politely and in consultation with the customer. |
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4.4 |
Refer escalated complaints to the appropriate person according to individual level of responsibility and organisation policy and procedures. |
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4.5 |
Maintain a positive and cooperative manner at all times. |
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5 |
Work in a team. |
5.1 |
Demonstrate trust, support and respect towards team members in day-to-day work activities. |
5.2 |
Recognise and accommodate cultural differences within the team. |
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5.3 |
Identify work-team goals jointly with colleagues and relevant others. |
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5.4 |
Identify, prioritise and complete individual tasks within designated timeframes. |
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5.5 |
Seek assistance from other team members, supervisors and managers when required. |
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5.6 |
Offer assistance to colleagues when required to ensure designated work goals are met. |
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5.7 |
Acknowledge and respond to feedback and information from other team members. |
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5.8 |
Negotiate changes to individual responsibilities to meet reviewed work goals. |
Required Skills and Knowledge
REQUIRED SKILLS AND KNOWLEDGE |
This section describes the essential skills and knowledge and their level, required for this unit. |
The following skills must be assessed as part of this unit:
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The following knowledge must be assessed as part of this unit:
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Evidence Guide
EVIDENCE GUIDE |
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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. |
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Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Evidence of the following is essential:
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Context of and specific resources for assessment |
Assessment must ensure:
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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:
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
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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. |
Range Statement
RANGE STATEMENT |
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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. |
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Communication may be: |
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Customers and colleagues may be: |
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Non -verbal communication may include: |
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Cultural and social differences may include: |
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Medium of communication may include: |
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Factors affecting the selection of appropriate medium may include: |
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Protocols and organisation procedures may include: |
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Personal presentation may include: |
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Customers with special needs may include: |
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Customer complaints may relate to: |
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Unit Sector(s)
Sector |
Cross-Sector |
Competency field
Competency field |
Communication and Teamwork |