Unit of competency Outline

Date retreived
22/07/2026 11:47 PM AWST

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Interact with customers

Interact with customers

Unit of competency
National Code
SITXCCS202
State Code
WF741
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
18/01/2013
View on TGA
State Implementation and Classification
Approved Date
06/02/2014
Field of Education
110101 - Hospitality
Original Release Date
06/02/2014
Nominal Hours
5
Description
This unit describes the performance outcomes, skills and knowledge required to deliver fundamental customer service to both internal and external customers. It requires the ability to greet and serve customers and cover a range of customer service enquiries including routine customer problems.
Notes
Elements and Performance Criteria
1. Greet and serve customers.
  • 1.1 Make customers a priority over other workplace duties.
  • 1.2 Greet customers in a polite and friendly manner.
  • 1.3 Communicate with customers clearly and concisely.
  • 1.4 Use questions and actively listen to customer responses to determine their needs.
  • 1.5 Show interest in customer needs and maintain a welcome customer environment during service delivery.
  • 1.6 Explain and match products and services to customer needs.
2. Work with others to deliver service.
  • 2.1 Identify personal limitations in serving the needs of customers and seek assistance from others.
  • 2.2 Follow the directions of supervisors and managers to deliver quality service.
  • 2.3 Resolve routine customer problems according to individual empowerment and organisational policy.
  • 2.4 Refer other service issues to a higher level staff member for action.
3. Provide feedback on customer service.
  • 3.1 Report service issues and customer problems as they arise.
  • 3.2 Provide customer feedback to relevant supervisors or managers.
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.
Customers may be:
external:
business to business
government
retail
internal:
colleagues
managers
members of a team
staff from other departments
staff from other branches or locations
supervisors
new or regular
visitors.
Ways to communicate with customersmay:
be:
by telephone
electronically
face-to-face
include the use of:
appropriate voice tonality and volume
basic gestures
product information sheets.
Others may include:
colleagues
managers
supervisors.
Routine customer problemsmay involve:
incorrect pricing of products and services
delays in providing products or services
misunderstanding of customer requests
providing incorrect products or services
requests for refunds or exchanges.
Organisational policymay relate to:
cancellation fees
empowerment of different levels of personnel to resolve customer problems
exchanges
pricing
product quality
refunds
response times for delivering products and services.
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:
greet and serve customers on multiple occasions and cover a range of customer service enquiries including customer problems
demonstrate knowledge of customer service standards expected by the service industries
serve customers within designated response times.
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
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:
greeting and serving customers
dealing with routine customer service problems
use of problem-solving exercises so the individual can identify reasons for customer problems and provide suggested solutions
written or oral questioning to assess knowledge of:
customer service standards expected by the service industries
customer service policies for resolving routine customer service problems
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:
SIRXSLS201 Sell products and services
SITHACS201 Provide housekeeping services to guests
SITHFAB206 Serve food and beverage
SITTGDE101 Interpret aspects of local Australian Indigenous culture
SITTVAF201 Load and unload a ride
SITXCCS201 Provide visitor information
SITXCOM201 Show social and cultural sensitivity.
Replaced By
State Code National Code Title Type
AWQ72 SITXCCS003 Interact with customers Unit of competency