LG Quality CS

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Subject Information

Welcome!

Welcome and congratulations for having chosen Provide quality customer serviceaspart of your study. We trust you will find this subject challenging and rewarding.

PrerequisitesThere are no prerequisites for this subject. However, there are links with the following

unit:

1. SITXCOM002 Work in a socially diverse environment2. SITXCOM003A Deal with conflict situations.

Competency Standards

This subject covers the competencies of four Training Packages units:

SITXCCS002A Provide quality customer service

Descriptions

This unit describes the performance outcomes, skills and knowledge required to provide

quality service to customers in a range of service industry workplaces. It requires the

ability to determine and address diverse customer needs and expectations, ascertain

changes in customer preferences, establish rapport, deal with complaints and difficult

service situations, use opportunities for promoting and up-selling, apply knowledge of

protocol and ritual for particular types of industry sectors and organisations, and

systematically manage a clientele through rewards systems, databases, etc.

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Subject Information

Subject Presentation

This subject is usually presented as a series of 23 hour sessions. The sessions consist

of lecture, discussions, activities and self-directed learning.

Most sessions include activities for you to complete outside class before the next session.

Assessment

Assessment in this subject is competency based. You are required to demonstrate your

competency in the skills, knowledge and attitudes specified in the Training Packages

units.

Note

If you do not submit an assignment by the due date you may not be able to complete

the subject within the envisioned time frame.

If you need an extension you must follow the steps outlined in the Student Handbook.

You are required to complete all assessment pieces to achieve competency in a unit.

If you do not achieve competency on the first attempt you will be allowed a second

attempt. If you achieve competency at the second attempt your grade for that unit can

be no higher than a PASS.

If you do not achieve competency at the second attempt you are required to re-enroll

in only those units which you have failed to complete.

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Subject Information

Do not let this discourage you, if you work hard and demonstrate the right attitude you

can easily meet the requirements on your first attempt.

Remember, when you show that you are keen to succeed and prepared to work hard

your lecturer will go out of his/her way to assist you!

Possible grades

TBA Competency to be achieved

PASS Competency achieved

CREDIT Competency achieved with Merit

DISTINCTION Competency achieved with Distinction

Detailed instructions for completing the assessment pieces are outlined in the

assessment guide.

Your Learning Guide

How to use this bookThis book has been divided into six parts as outlined in the content summary below.

The book has topics. Work through each topic from beginning to end, do the learningactivities and, when you feel comfortable with the content, complete the essential

activities before the next class.

If there is something which you find difficult to understand ask your lecturer to clarify it for

you in class.

.

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Subject Information

Content summary1. Subject information

What you are reading at this moment is part of the subject information.

2. Section 1 - Develop and maintain product, service and market knowledge.

3. Section 2 Provide a quality service experience to customers.

4. Section 3 Deal with complaints and difficult customer service situations.

5. Section 4 Manage and use information about clients and customers.

Resources, References and Further Reading

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Subject Information

Preface

You need more than technical skills to succeed in the hospitality industry. You even need

more than knowledge. Your most important asset will be positive skills and attitude

towards customers . The positive skills and attitude includes:

1. communication skills to source information and determine customer needs and

preferences through observation, questioning and active listening

2. appropriate personal presentation and use of non-verbal communication

3. selection and use of appropriate communication medium, including email and

telephone and appropriate tone and style for different purposes and target audience

4. formal and informal research skills

5. conflict resolution techniques

6. managing own work tasks, timing and workflow

7. problem-solving techniques to deal with contingencies, difficult service situations and

customer complaints.

In this subject, provide quality customer service, you will learn how to successfully

provide quality service to customers in a range of service industry workplaces.

These skills and knowledge will help you to deal with customers and to provide a quality

customer service experience.

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Subject Information

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Section 1Develop and maintain product,service and market knowledge.

When you work with colleagues and customers your communication skills will be one of

your greatest assets. To succeed in your chosen career you must be able to deal

successfully with people on all levels.

In this section you will learn to communicate effectively with colleagues, establish a

pleasant relationship with your customers, write a rsum and a covering letter,

accommodate cultural differences and identify ethical and unethical behaviour.

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Topic 1 Formal and InformalResearch

Introduction discussions with colleagues

reading organisation information

research of product and service information brochures general media

membership of industry associations and networks

attendance at conferences, trade shows and industry events distributing surveys and questionnaires.

Essential Activity Topic 1

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Topic 2 Products, servicesand promotional initiatives

Introduction tours and transport

conferences and conventions function facilities entertainment shopping services restaurant facilities food and beverage add-on services special offers or packages.


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Topic 3 Customer preferences,

needs and expectations

Introductionmay be determined by:

- active listening

- questioning

- observation

- recognition of non-verbal signs

may be related to:- age

- gender

- social and cultural characteristics

- prior knowledge

- special needs

may include:

- friendliness

- courtesy

- value for money

- prompt or timely service

- assistance

- empathy and support

- comfort

- new experience

- basic needs for food, shelter, transport or other services.


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Topic 4 Product and service

knowledge

Introduction general features

special features

benefits

disadvantages

price

special offers

availability

how to purchase or order.


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Section 2Provide a quality serviceexperience to customers

When you work with colleagues and customers your communication skills will be one of

your greatest assets. To succeed in your chosen career you must be able to deal

successfully with people on all levels.

In this section you will learn to communicate effectively with colleagues, establish a

pleasant relationship with your customers, write a rsum and a covering letter,

accommodate cultural differences and identify ethical and unethical behaviour.

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Topic 1 Promote products andservices

Introduction displays

promotions

special offers and deals

menus and specials

word of mouth

up-selling.

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Topic 2 Selling techniques

Introduction serving

helping

advising

building rapport with customers

arousing interest.


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Section 3Deal with complaints and difficultcustomer service situations

When you work with colleagues and customers your communication skills will be one of your

greatest assets. To succeed in your chosen career you must be able to deal successfully with

people on all levels.

In this section you will learn to communicate effectively with colleagues, establish a pleasant

relationship with your customers, write a rsum and a covering letter, accommodate cultural

differences and identify ethical and unethical behaviour.

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Topic 1 Complaint or difficult

customer service situation

Introductionproblems or faults with the service or product

delays or poor timing of product or service supply

misunderstandings or communication barriers

difficult or demanding customers

customers with different or special needs or expectations

escalated complaints.


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Topic 2 Communicationtechniques

Introduction listening and active listening

asking questions to gain information, clarify ambiguities and adequately understand requirements

rephrasing and repeating questions, requests and statements to confirm that they have been

correctly understood

empathising with the customer s situation while upholding organisation policy non-verbal communication and recognition of non-verbal signs

using communication techniques appropriate to different social and cultural groups ability to speak clearly, be understood


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Topic 3

Introduction feasibility

costs and budgets

policy and procedures

job role and responsibility.


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Section 4Manage and use informationabout clients and customers

When you work with colleagues and customers your communication skills will be one of your

greatest assets. To succeed in your chosen career you must be able to deal successfully with

people on all levels.

In this section you will learn to communicate effectively with colleagues, establish a pleasant

relationship with your customers, write a rsum and a covering letter, accommodate cultural

differences and identify ethical and unethical behaviour.

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Topic 1 Customer information

Introduction names

preferences and expectations such as favourite products, rooms, additional requirements and

special needs

details of products and services experienced

comments and feedback provided.


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LG Quality CS

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