Unit of competency Outline

Date retreived
23/07/2026 1:43 AM AWST

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Develop and manage quality customer service practices

Develop and manage quality customer service practices

Unit of competency
National Code
SITXCCS008
State Code
AWQ69
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
03/03/2016
View on TGA
State Implementation and Classification
Approved Date
12/07/2016
Field of Education
080399 - Business And Management, N.e.c.
Original Release Date
12/07/2016
Nominal Hours
60
Description
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.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Develop quality customer service practices.
  • 1.1.Obtain information on customer needs, expectations and satisfaction levels using both formal and informal research.
  • 1.2.Provide opportunities for customers and staff to give feedback on products and services.
  • 1.3.Review changes in internal and external environments and integrate findings into planning for quality service.
  • 1.4.Provide opportunities for staff to participate in development of customer service practices.
  • 1.5.Develop policies and procedures for quality service provision.
2. Manage delivery of quality service.
  • 2.1.Communicate policies, procedures and expectations to staff.
  • 2.2.Make policies readily available to customers and staff.
  • 2.3.Monitor customer service in the workplace to ensure standards are met.
  • 2.4.Initiate staff training to enhance customer service.
  • 2.5.Take responsibility for service outcomes and dispute resolution.
  • 2.6.Act as a positive role model for professional standards expected of service industry personnel.
3. Monitor and adjust customer service.
  • 3.1.Seek ongoing feedback from staff and customers to improve performance.
  • 3.2.Assess effectiveness of customer service practices.
  • 3.3.Identify systemic customer service problems and adjust policies and procedures to improve service quality.
  • 3.4.Develop, document and communicate new approaches to customer service to staff involved in service delivery.
No information
No information
Replaces
State Code National Code Title Type
WF746 SITXCCS501 Manage quality customer service Unit of competency
Replaced By
State Code National Code Title Type
OEA17 SITXCCS016 Develop and manage quality customer service practices Unit of competency