SITXCCS008
Develop and manage quality customer service practices
Note: SITXCCS008 is superseded by SITXCCS016
This unit is an accredited training resource consistent with the Nationally Recognised Training requirements for Vocational Education and Training (VET) and is ideal for Registered Training Organisations (RTOs) in Australia. It consists of Learning Resource Material (instructional theory), an Assessment Workbook, and information about assessment mapping to the Performance Criteria, Knowledge Evidence, and Performance Evidence requirements of this accredited unit.
Our SITXCCS008 training product is available for purchase as a hardcopy (printed) book in both Learner Guide and Trainer/Assessor Guide variants. This unit is available for enrolment and online training/assessment via Catapult LMS (Learning Management System). NOTE: If you are a training provider, please do your own validation, in accordance with your Training and Assessment Strategy (TAS).
$15.00 inc GST
Unit information about the SITXCCS008 training material in this resource
SITXCCS008 information from training.gov.au.
Application
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.
Unit mapping information
SITXCCS501 Manage quality customer service
Licensing, legislative, regulatory or certification requirements
No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Foundation skills
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.
Unit sector or competency field
Cross-Sector—Client and Customer Service
Prerequisite, co-requisite or interdependent assessment of units
Not applicable
Assessment conditions
Skills must be demonstrated in an operational business environment for which tailored customer service practices are required. This can be:
- an industry workplace
- a simulated industry environment
Assessment must ensure access to:
- current plain English regulatory documents distributed by government consumer protection regulators
- codes of practice and standards for customer service issued by industry groups
- sources of information on customer needs, complaints and feedback
- customer surveys and feedback collection tools and templates
- team members with whom the individual can interact; these can be:
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staff in an industry workplace during the assessment process; or
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individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation
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Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.