This unit describes the performance outcomes, skills and knowledge required to communicate effectively with and provide quality service to both internal and external customers. It requires the ability to establish rapport with customers, determine and address customer needs and expectations and respond to complaints.
This unit applies to all tourism, hospitality and event sectors.
It applies to those frontline service personnel who deal directly with customers on a daily basis and who operate with some level of independence and under limited supervision. They work in reception areas, in an office, back-of-house and on tour or on site. This includes food and beverage attendants, concierge staff, guides, front office personnel, tour coordinators, event coordinators and retail travel consultants.
Mapping | Notes | Date |
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Is superseded by and equivalent to SITXCCS006 - Provide service to customers | • Equivalent • Unit updated to meet the Standards for Training Packages. | 02/Mar/2016 |
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