SITXCCS007 – Enhance customer service experiences

$275.00 Inc GST

This unit describes the performance outcomes, skills and knowledge required to provide professional and personalised customer service experiences. It requires the ability to determine and meet customer preferences, develop customer relationships, respond to difficult service situations, and take responsibility for resolving complaints.

The unit applies to those who deal directly with customers on a daily basis and who operate independently or with limited guidance from others. It includes senior frontline sales personnel, supervisors and managers who use discretion and judgement to provide quality customer service experiences.

This includes individuals working in a range of tourism, travel, hospitality and events contexts.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

All AET Assessment Tools:

  • include instructions for students
  • include instructions for assessors
  • have comprehensive checklists for all practical assessments (unpacked from the unit requirements to resemble real vocational processes – to allow recording of observable behaviour)
  • include sample answers for all questions, allowing benchmarking against required competency levels
  • include detailed mapping against the full unit of competency (Performance Criteria, Elements, Critical Aspects, Required / Underpinning Knowledge and Skills, Range Statement Requirements, etc.)
  • are mapped to employability skills (full qualifications only)
  • can be contextualised to suit the requirements of your clients
  • are provided in Microsoft Word format – allowing you to make any modifications you see fit
  • allow for unlimited reprints within the purchasing RTO.  This means no annual fees!
Size

Small (100mm x 80mm), Large (140mm x 112mm)

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