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 © 2017 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


Source and use information on the hospitality industry

This course will provide you with the skills, knowledge and attitudes required to develop and update knowledge of the hospitality industry, including the role of different industry sectors and key legal and ethical issues that must be considered by hospitality industry personnel in their day-to-day work.

This knowledge underpins effective performance in the hospitality industry. The information in this course supports a key function for all people working in the hospitality industry. It focusses on the ability to collect and interpret general industry information. It covers the initial and ongoing development of a person's required knowledge base.

Online (eLearner) resource$30.00

Provide customer information and assistance

This unit course describes the performance outcomes, skills and knowledge required to provide customers with information and assistance on facilities and services.

Provide information and assistance applies to frontline service personnel working in a range of tourism, travel, hospitality, entertainment and cultural contexts.

Provision of information and assistance is often face to face but may be by telephone or other remote mechanism. Customer service personnel working under supervision undertake this function, but the unit is also relevant to those working in operational roles where customer service may not be the main focus of work, e.g. animal handlers in a zoo or technicians in a theatre.

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