Elements and Performance Criteria

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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Ways to communicate with customersmay be:
by telephone
by written format:
handwritten
electronic
hard copy letter
face-to-face
formal
informal using abbreviations
verbal
varied according to the needs of the customer, including:
use of an interpreter
use of appropriate voice tonality and volume
use of basic gestures
use of languages other than English including Australian Indigenous languages
use of visual aids:
photographs
sketches
product information sheets.
Customers may be:
committees
external:
business to business
corporate
e-business
government
online
the media
retail
internal:
colleagues
managers
members of a team
staff from other departments, branches or locations
supervisors
new or regular
visitors.
Nonverbal communication may involve:
body language
culturally specific communication customs and practices
dress and accessories
gestures and mannerisms
use of space
voice tonality and volume.
Medium of communication may include:
assistive technology, e.g. telephone typewriter (TTY)
email or other electronic communication
facetoface
fax
simple written messages, such as restaurant bookings or phone messages
standard forms and pro formas
telephone
through interpreters
twoway communication systems.
Situation may involve:
access of the sender and receiver to necessary equipment
degree of formality required
required format
technical and operational features to fulfil the need
technical skills required to use the medium
urgency and timeframes.
Personal presentation may involve:
attire, shoes and accessories
complying with organisational policy for personal presentation
hair and grooming
hands and nails
impacts on different types of customers
jewellery
personal hygiene
specific requirements for particular work functions
wearing of:
clothes that do not offend organisation customer base
clothes to suit different work locations
promotional clothing for special events
uniform items within the organisational policy directives.
Policies and procedures may relate to:
acknowledging and greeting customers:
addressing the person by name
modes of greeting and farewelling
complaint and dispute management
empowerment of different levels of personnel to resolve:
complaints
disputes
service issues
customer compensation
loyalty programs
presentation standards for:
customer environment
customer service personnel
documents and promotional materials
pricing guarantees
product quality
refunds and cancellation fees
response times
service guarantees
training staff for:
customer service
complaint handling
use of standard letters and pro formas.
Customers with special needs may include:
aged people
parents with young children
pregnant women
those with a disability
those with special cultural or language needs
unaccompanied children.
Customer complaints may involve:
customers with unmet expectations of products and services
difficult or demanding customers
incorrect pricing or quotes
other team members or suppliers not providing special requests
misunderstandings or communication barriers
problems or faults with the product
problems with the service, such as delays or incorrect orders.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
provide quality customer service on multiple occasions and cover a range of diverse customer service situations, including the resolution of complaints
communicate effectively with a variety of internal and external customers including those with special needs
demonstrate knowledge of professional service standards expected of service industry personnel
complete service within commercial time constraints and designated response times so that all customers are served effectively.
Context of and specific resources for assessment
Assessment must ensure use of:
a real or simulated tourism, hospitality or event industry customer service environment where customers are served
current commercial customer service policies and procedures including those for complaint handling
customers with whom the individual can interact.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct observation, using role plays, of the individual:
serving customers
dealing with complaints
providing feedback on customer service practices
use of problem-solving exercises so the individual can identify reasons for complaints and provide suggested solutions
written or oral questioning to assess knowledge of:
professional service standards expected of service industry personnel
personal presentation standards
customer service policies and procedures
review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.
Guidance information for assessment
The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:
SITHACS303 Provide accommodation reception services
SITHFAB307 Provide table service of food and beverage
SITTGDE401 Coordinate and operate tours
SITTTOP403 Operate tours in a remote area
SITTTSL303 Sell tourism products and services
SITXCCS302 Provide club reception services
SITXCOM201 Show social and cultural sensitivity.