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

Develop and manage quality customer service practices

KHU-TOU-0178

Australian Equivalent

SITXCCS016

Elements

Learning Outcomes

This unit describes the performance outcomes, skills and knowledge required to develop, monitor and adjust customer service practices. It requires the ability to consult with colleagues and customers, develop policies and procedures for quality service provision, and manage the delivery of customer service. The unit applies to senior managers who operate independently, have responsibility for others and are responsible for making a range of operational and strategic decisions. This includes individuals working in a range of tourism, travel, hospitality and event contexts and to any small, medium or large organisation. 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

Elements & Learning Outcomes

E1Develop quality customer service practices.

0178.E1.O1Obtain information on customer needs, expectations and satisfaction levels using both formal and informal research.

0178.E1.O2Provide opportunities for customers and staff to give feedback on products and services.

0178.E1.O3Review changes in internal and external environments and integrate findings into planning for quality service.

0178.E1.O4Provide opportunities for staff to participate in development of customer service practices.

0178.E1.O5Develop policies and procedures for quality service provision.

E2Manage delivery of quality service.

0178.E2.O1Communicate policies, procedures and expectations to staff.

0178.E2.O2Make policies readily available to customers and staff.

0178.E2.O3Monitor customer service in the workplace to ensure standards are met.

0178.E2.O4Initiate staff training to enhance customer service.

0178.E2.O5Take responsibility for service outcomes and dispute resolution.

0178.E2.O6Act as a positive role model for professional standards expected of service industry personnel.

E3Monitor and adjust customer service.

0178.E3.O1Seek ongoing feedback from staff and customers to improve performance.

0178.E3.O2Assess effectiveness of customer service practices.

0178.E3.O3Identify systemic customer service problems and adjust policies and procedures to improve service quality.

0178.E3.O4Develop, document and communicate new approaches to customer service to staff involved in service delivery.