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

Enhance customer service experiences

KHU-TOU-0177

Australian Equivalent

SITXCCS015

Elements

Learning Outcomes

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

Elements & Learning Outcomes

E1Provide a quality service experience.

0177.E1.O1Determine and confirm customer preferences, needs and expectations.

0177.E1.O2Advise customers about appropriate products and services to meet their needs.

0177.E1.O3Anticipate customer preferences, needs and expectations throughout the service experience.

0177.E1.O4Promptly provide products and services with professional and personalised service to meet individual preferences.

0177.E1.O5Offer extras and add-ons and provide tailored and additional products and services.

0177.E1.O6Check actioning of special requests before customer delivery.

0177.E1.O7Liaise with team members and suppliers to ensure efficient service delivery.

0177.E1.O8Share customer information with team members to ensure quality service.

E2Proactively respond to difficult service situations.

0177.E2.O1Identify problems with products and services and take immediate action to address before provision to customer.

0177.E2.O2Anticipate delays in product and service provision and regularly update customer on expected outcomes.

0177.E2.O3Advise customers of alternative products and services.

0177.E2.O4Proactively compensate for service difficulty in line with own level of responsibility and organisational policy.

0177.E2.O5Provide ongoing internal feedback on service issues and suggest improvements.

E3Resolve customer complaints.

0177.E3.O1Use questioning techniques to establish and agree on nature, possible cause, and details of the complaint.

0177.E3.O2Assess impact of complaint on customer.

0177.E3.O3Take responsibility for resolving complaints in a professional manner and using communication techniques to assist in their management.

0177.E3.O4Determine options to resolve complaints and promptly analyse and decide on optimal solutions, taking organisational constraints into account.

0177.E3.O5Act swiftly to resolve complaints and prevent escalation, in consultation with customer and to customer satisfaction.

0177.E3.O6Turn complaints into opportunities to demonstrate high quality customer service.

0177.E3.O7Provide internal feedback on customer complaints and feedback and required follow-up in order to avoid future occurrence.

0177.E3.O8Review and evaluate complaints and solutions to enhance response to future issues.

E4Develop customer relationships.

0177.E4.O1Promote repeat business by offering promotional services according to individual empowerment and organisational policy.

0177.E4.O2Maintain customer profiles to enhance service delivery.

0177.E4.O3Provide personalised service to customers in a professional manner that builds repeat business.

0177.E4.O4Provide tailored products and services based on customer profile.