Cambodian Skills Delivery Model

SEAL National Course Catalogue · MLVT / National Training Board

Sector Frameworks

1,164

Qualifications

15,161

Competency Units

10,938

Elements

41,782

Learning Outcomes

2,822

Assessment Packages

Provide service to customers

KHU-TOU-0176

Australian Equivalent

SITXCCS014

Elements

Learning Outcomes

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. The unit 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. 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. No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Elements & Learning Outcomes

E1Communicate with internal and external customers.

0176.E1.O1Communicate with customers in a professional manner within designated response times using appropriate verbal and non-verbal communication.

0176.E1.O2Observe and respond to non-verbal communication of customers.

0176.E1.O3Use active listening and questioning to facilitate effective two-way communication.

0176.E1.O4Select a medium of communication appropriate for the customer and situation.

E2Follow defined organisational standards when delivering service.

0176.E2.O1Practise high standards of personal presentation and hygiene according to organisational requirements.

0176.E2.O2Follow organisational customer service policies and procedures.

0176.E2.O3Adhere to professional standards expected of service industry personnel.

E3Provide service to customers.

0176.E3.O1Establish rapport with customer to promote goodwill and trust during service delivery.

0176.E3.O2Identify customer needs and expectations, including customers with special needs.

0176.E3.O3Promptly meet all reasonable customer needs and requests.

0176.E3.O4Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction.

0176.E3.O5Recognise and act upon opportunities to deliver additional levels of service beyond customer’s immediate request.

E4Respond to customer complaints.

0176.E4.O1Proactively recognise customer dissatisfaction and take swift action to avoid escalation to a complaint.

0176.E4.O2Respond to customer complaints in a professional manner.

0176.E4.O3Identify solutions in consultation with customer.

0176.E4.O4Resolve complaints according to own level of responsibility and organisational policy.

0176.E4.O5Escalate complex service issues to higher level staff for action.

E5Provide internal feedback on customer service practices.

0176.E5.O1Provide ongoing internal feedback on service practices, policies and procedures, and suggest improvements.

0176.E5.O2Identify individual and recurring complaints and provide internal feedback to avoid future occurrence.