Assessment
The Student Assessment Guide and Learning Plan describes the evidence required to be competent in this unit.
You can compare track your progress by comparing it against unit requirements and at every stage of your learning and study you can get support from your iTAFE mentor and advisor.
Assessment Link:
Study Guide
There are many ways that you might choose to make your way through the unit. The diagram and suggested sessions (below) will help to plan your learning through Providing Service to Customers unit. The sessions outlined below are a suggestion only - you may have another way that you prefer to study.
You can compare track your progress by comparing it against unit requirements and at every stage of your learning and study you can get support from your iTAFE mentor and advisor.
Assessment Link:
Study Guide
There are many ways that you might choose to make your way through the unit. The diagram and suggested sessions (below) will help to plan your learning through Providing Service to Customers unit. The sessions outlined below are a suggestion only - you may have another way that you prefer to study.
Session 1 - Communicating with internal and external customers - Pink Tiles
This includes:
- Communicating with customers
- Using appropriate language
- Using non-verbal communication
- Using active listening skills
- Mediums of communication for the appropriate audience
A few points to think about for your blog:
- What is the difference between internal and external customers
- What is the difference between internal and external customers
Session 2 - Delivering service to defined standards - Aqua tiles
This includes:
- Personal presentation
- Following policies and procedures
- Adhering to industry standards
A few points to think about for your blog:
- Why is it important to maintain high levels of personal presentation in the events industry ?
- Why is it important to maintain high levels of personal presentation in the events industry ?
Session 3 - providing customer service - Yellow tiles
This includes:
- Establishing rapport
- Identifying customer needs and expectations and those with special needs
- Anticipating customers needs
- Acting upon opportunities and going beyond
A few points to think about for your blog:
- Can you list the special needs for various customer groups
Session 4 - Responding to customer complaints and providing feedback - Red tiles
- Can you list the special needs for various customer groups
Session 4 - Responding to customer complaints and providing feedback - Red tiles
This includes:
- Recognising customer dissatisfaction
- Respond to customer complaints
- Seeking solutions
- Maintaining a positive and cooperative approach
- Providing feedback internally
- Identifying re-occurring complaints
A few points to think about for your blog:
- How can you anticipate a customer that is becoming dissatisfied
- Have you ever been a complaining customer
- If a customer complained, who would you report this too ?
- Why should you follow policies and procedures when it comes to service delivery
- How can you anticipate a customer that is becoming dissatisfied
- Have you ever been a complaining customer
- If a customer complained, who would you report this too ?
- Why should you follow policies and procedures when it comes to service delivery
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