Description
Learner Guide with Unit Content, Assessment Tasks, Competency Records, Benchmark Answers and Assessment Mapping for SITXCCS015 Enhance customer service experiences.
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.
FORMAT: Customisable MS Word
Qualifications that include this unit
- SIT40422 – Certificate IV in Hospitality
- SIT50122 – Diploma of Travel and Tourism Management
- SIT40821 – Certificate IV in Asian Cookery
- SIT50422 – Diploma of Hospitality Management
- SIT60122 – Advanced Diploma of Travel and Tourism Management
- SIS40122 – Certificate IV in Sport, Aquatics and Recreation
- SIT40122 – Certificate IV in Travel and Tourism
- SIT40521 – Certificate IV in Kitchen Management
- SIT40721 – Certificate IV in Patisserie
- SIT50322 – Diploma of Event Management
- SIT40621 – Certificate IV in Catering Management
- SIT40222 – Certificate IV in Guiding
Skill sets that include this unit
- SITSS00077 – Customer Service Management
Accredited courses that have this unit in the completion mapping
- 10904NAT – Diploma of Social Media Marketing
