Sitxccs enhance customer service experiences learners guide

LEARNER’S GUIDE

SIT50416 Diploma of Hospitality Management

SITXCCS007 Enhance Customer Service Experiences

Provided under license from Skillworks Australia Pty Ltd. All rights reserved.

This document and its contents are protected by Australian and International copyright laws. No part of this document may be reproduced or transmitted in any form or by any means, electronically or mechanically, including photography, scanning, recording or any information storage or retrieval system, without permission in writing from the copyright owner. Information and/or resources used from the Commonwealth, government agencies, training.gov.au, public domain information, or any other external sources do not constitute copyright and remain the property of the original
authors/agencies.

Australian Institute of Language and Further Education (AILFE)
Provider Code: 41041 | CRICOS Code: [03402B]

Version History

1. Introduction............................................................................................................................4 2. Unit Overview.........................................................................................................................4 3. Competency Standards..........................................................................................................5 AQF Descriptor.......................................................................................................................5 4. Delivery Plan...........................................................................................................................9 Delivery Arrangement............................................................................................................9 Delivery Conditions.................................................................................................................9 Lesson Topics and Plan...........................................................................................................9 Suggested Learner Resources...............................................................................................12 5. Assessment Plan...................................................................................................................19 Assessment Method.............................................................................................................19 Submission of Work..............................................................................................................20 6. Assessment Tasks.................................................................................................................22 Assessment Task 1:...............................................................................................................22 Assessment Task 2:...............................................................................................................24 Assessment Task 3:...............................................................................................................29 Assessment Task 4:...............................................................................................................34 7. Academic Policies and Processes.........................................................................................38 Assignment Cover Sheet..........................................................................................................40

Welcome to the learner’s guide for this unit of competency for the qualification SIT50416 Diploma of Hospitality Management. This guide provides you with essential information on competency standards, delivery plan and schedule, assessment plan, assessment tasks and learning resources for this unit of competency.

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.

 Develop customer relationships.

Prerequisite Requirements

This unit does not have a pre-requisite.

This unit is derived from the Tourism, Travel and Hospitality Training Package SIT for packaging of the qualification SIT50416 Diploma of Hospitality Management.

Australian Institute of Language and Further Education (AILFE)
Provider Code: 41041 | CRICOS Code: [03402B]

Graduates at this level will apply knowledge and skills to demonstrate autonomy, judgement and defined responsibility in contexts that are subject to change and within broad
parameters to provide specialist advice and functions.

meet requirements

 Demonstrate procedures to respond to and resolve three different customer

 Provide above service to above customers in line with organisational customer

service standards and within designated organisational response times.

Australian Institute of Language and Further Education (AILFE)

Provider Code: 41041 | CRICOS Code: [03402B]

the service experience

 Conflict resolution techniques

o Cocktails and liqueurs to enhance the dining experience

o Coordination services at events and conferences

o Flight fuel emissions offset fee

o Local guiding services

o Private car transfers in lieu of regular transportation options

o Special offers or packages

o Wine or boutique beers to match meals ordered

 Specific industry sector:

o Types of customer loyalty programs

o Essential features and use of the customer databases

o Promotional services offered

 Procedures for responding to the following common customer complaints:

Australian Institute of Language and Further Education (AILFE)

Provider Code: 41041 | CRICOS Code: [03402B]

o Unmet expectations of, or problems or faults with, a service or product

 Methods of compensating dissatisfied customers:

 At reduced rate

o Providing:

 Special customer service delivery on next attendance

 Factors to consider when determining compensation of dissatisfied customers:

o Modes of greeting, farewelling and conversation

o Body language and body gestures

o Surveys

o Interviews

 Essential features, conventions and usage of different types of communication

techniques and equipment.

for classroom-based learning focus on development of skills and underpinning knowledge

Delivery Arrangement

The unit will be delivered over a prescribed period (term/semester) in a class-room training environment through a structured learning program comprising of (but not limited to) lectures, presentations, case studies, practical projects, group discussion and class-room based activities. Delivery schedule of this unit of competency is provided at the beginning of this guide. Timetables will be advised at the beginning of each academic term and posted on the notice board and college’s website.

Lesson Topics and Plan

The following lesson plans are planned for this unit. According to session times, trainers may expand these lesson plans into their own session plans. Trainers must take a special note of the activities planned in the right-hand column. These activities form part of “Formative Assessments”. The formative assessments are not marked (assessed) but they contribute towards learning that prepares them for summative tasks.

Australian Institute of Language and Further Education (AILFE)

Provider Code: 41041 | CRICOS Code: [03402B]

Australian Institute of Language and Further Education (AILFE)

Provider Code: 41041 | CRICOS Code: [03402B]

Australian Institute of Language and Further Education (AILFE)