Enhance the customer service experience

Description

The activities contained in this booklet have been developed to enable students to demonstrate competence against the following Units of Competence from the Australian nationally recognized Diploma Hospitality (Code SIT50307)

Classifications

Industry Classification Scheme
Hospitality

National Code - Training.gov.au
SITXCCS401: Enhance the customer service experience

Copyright Description

Copyright © 2018 TAFE SA, Government of South Australia. All rights reserved. Terms and conditions apply.

Catalogue Item

TAFEshop Identifier: TAFESA-2002

ISBN: 978-1-74282-311-9

TAFEshop Catalogue: PM15.1117

TAFE SA

Related Resources


Participate in safe work practices

This course will provide you with the skills, knowledge and attitudes required to follow predetermined health, safety and security procedures. You are required to have the ability to incorporate safe work practices into all workplace activities and to participate in the organisation’s OHS management practices.

Following health, safety and security procedures is a fundamental workplace skill for those working within the service industries and applies to the full range of industry sectors and environments. Frontline operational personnel who work under close supervision and guidance from others are involved in applying safe work practices during the normal course of their daily activities.

OHS legislation in all Australian States and Territories imposes obligations on employees to participate in the management of their own health and safety and that of their colleagues and anyone else in the workplace. You have a duty to cooperate with your employer’s initiatives to ensure safety at work.

Online (eLearner) resource$30.00

Interact with customers

This course applies to all tourism, travel, hospitality and event sectors. The unit applies to customer service personnel who operate under close supervision and with guidance from others. They provide routine customer service and would not be expected to respond to complex customer requests or complaints.

This includes volunteers in visitor information centres, housekeeping attendants, assistants in Indigenous cultural centres, assistant Indigenous guides, office assistants and receptionists for tour operators and retail travel agencies, retail sales assistants and ride attendants at attractions.

Online (eLearner) resource$30.00

Prepare and serve espresso coffee

This course outlines the performance outcomes, skills and knowledge required to extract and serve espresso coffee beverages using commercial espresso machines. It requires the ability to advise customers on coffee beverages, select and grind coffee beans, prepare and assess espresso coffee beverages and to use, maintain and clean espresso machines. Complex repairs of equipment would be referred to specialist service technicians.

This course applies to any hospitality organisation which serves espresso coffee beverages including cafes, restaurants, bars, clubs, function and event venues. It applies to espresso machine operators who operate with some level of independence and under limited supervision.

Preparation of coffee beverages using other methods is covered in “Prepare and serve non-alcoholic beverages”.

Online (eLearner) resource$30.00