SITXCCS014

provide service to
customers

© SKUP | RTO # 40471 | V1.1.2024

Next Review Dec 2024 | www.skilledup.edu.au

SITXCCS014 Provide Service to customer

First published 2023

Version 1.0

RTO Works
www.rtoworks.com.au
[email protected]

© 2023 RTO Works

This resource is copyright. Apart from any fair dealing for the purposes of private study, research, criticism or review as
permitted under the Copyright Act 1968, no part may be reproduced by any process without written permission as
expressed in the RTO Works License Agreement.

The information contained in this resource is, to the best of the project team’s and publisher’s knowledge true and
correct. Every effort has been made to ensure its accuracy, but the project team and publisher do not accept
responsibility for any loss, injury or damage arising from such information.

While every effort has been made to achieve strict accuracy in this resource, the publisher would welcome notification of
any errors and any suggestions for improvement. Readers are invited to write to us at [email protected].

Hospitality Works is a series of training and assessment resources developed for qualifications within the Tourism,
Travel and Hospitality Training Package.

© SKUP | RTO # 40471 | V1.1.2024

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SITXCCS014 Provide Service to customer

 Assessment Cover Sheet
Student Name

Student ID

Student email

Date Submitted

Task Number

Submission attempt

1,2 or 3

Trainer Name

Course (code and name)

Unit of Competence (code- name)

Student Declaration

I declare that the work contained in this Assessment Task is my own, except where
acknowledgement of sources is made. I keep copy of these assignment submitted for my
record

I have read the skilled up’s plagiarism policy ad I understand the consequences of
engaging in plagiarism and collusion.
By writing my name and date below, I have read and agreed to the above.

Student Name Date:

© SKUP | RTO # 40471 | V1.1.2024

Next Review Dec 2024 | www.skilledup.edu.au

SITXCCS014 Provide Service to customer

Assessment Task 1: Knowledge
questions
Information for students
Knowledge questions are designed to help you demonstrate the knowledge which you have
acquired during the learning phase of this unit. Ensure that you:
 review the advice to students regarding answering knowledge questions in the Hospitality
Works Student User Guide
 comply with the due date for assessment which your assessor will provide
 adhere with your RTO’s submission guidelines
 answer all questions completely and correctly
 submit work which is original and, where necessary, properly referenced
 submit a completed cover sheet with your work
 avoid sharing your answers with other students.

i Assessment information

Information about how you should complete this assessment can be found in Appendix A of the
Hospitality Works Student User Guide. Refer to the appendix for information on:
 where this task should be completed
 the maximum time allowed for completing this assessment task
 whether or not this task is open-book.
Note: You must complete and submit an assessment cover sheet with your work. A template is
provided in Appendix B of the Student User Guide. However, if your RTO has provided you with
an assessment cover sheet, please ensure that you use that.

© SKUP | RTO # 40471 | V1.1.2024

Next Review Dec 2024 | www.skilledup.edu.au

SITXCCS014 Provide Service to customer

Questions
Provide answers to all of the questions below.

1. Explain three key principles of quality customer service.

Click or tap here to enter text.

2. Explain four types of positive communication that should be used to ensure quality
customer service.

Click or tap here to enter text.

© SKUP | RTO # 40471 | V1.1.2024

Next Review Dec 2024 | www.skilledup.edu.au

SITXCCS014 Provide Service to customer

 3. Explain what type of non-verbal communication would be appropriate when engaging with
customers for each of the non-verbal communication behaviours listed in the table.

Non-verbal communication Appropriate for customer service

a) Body language Click or tap here to enter text.

b) Culturally specific communication Click or tap here to enter text.

customs and practices

c) Dress and accessories Click or tap here to enter text.

d) Gestures and mannerisms Click or tap here to enter text.

e) Use of space Click or tap here to enter text.

f) Voice tonality and volume Click or tap here to enter text.

© SKUP | RTO # 40471 | V1.1.2024

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SITXCCS014 Provide Service to customer

 4. Explain how feedback from staff and customers can be used to enhance customer service.

Click or tap here to enter text.

5. Thinking about the qualification you are studying and the industry you would like to work in,
answer each of the following questions:

a) Describe at least three professional Click or tap here to enter text.

service standards and protocols for staff.

b) Describe at least three attitudes and Click or tap here to enter text.
attributes that would be expected when
working with customers.

c) Describe at least three key customer Click or tap here to enter text.
service needs and communication
expectations in the industry.

d) Describe expected standards for Click or tap here to enter text.

personal presentation and hygiene.

© SKUP | RTO # 40471 | V1.1.2024

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SITXCCS014 Provide Service to customer

 e) Describe customer service and Click or tap here to enter text.
communication needs that may arise for
specific customers such as those with
languages other than English.

6. Describe the five main types of customers that companies engage with.

a) External Click or tap here to enter text.

b) Internal Click or tap here to enter text.

c) New Click or tap here to enter text.

d) Regular Click or tap here to enter text.

e) One-off Click or tap here to enter text.

customers

7. Choose a company you are familiar with and/or would be interested in working for and
answer the following question.
What does the company say its response time is for providing services and resolving
complaints? How does this compare to other companies?
© SKUP | RTO # 40471 | V1.1.2024

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SITXCCS014 Provide Service to customer

 Click or tap here to enter text.

8. Review the table below and explain why it is important for customer service to address
these behaviours.

Behaviour Importance for customer service

a) Acknowledging and greeting Click or tap here to enter text.

customers

b) Complaint and dispute management Click or tap here to enter text.

c) Empowerment of different levels of Click or tap here to enter text.

personnel to resolve complaints and
disputes

© SKUP | RTO # 40471 | V1.1.2024

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SITXCCS014 Provide Service to customer

 Behaviour Importance for customer service

d) Service issues and customer Click or tap here to enter text.

compensation

e) Loyalty programs Click or tap here to enter text.

f) Presentation standards for customer Click or tap here to enter text.

environment, customer service
personnel, and documents and
promotional materials

g) Pricing guarantees Click or tap here to enter text.

h) Product quality Click or tap here to enter text.

i) Refunds and cancellation fees Click or tap here to enter text.

© SKUP | RTO # 40471 | V1.1.2024

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SITXCCS014 Provide Service to customer

 Behaviour Importance for customer service

j) Response times Click or tap here to enter text.

k) Service guarantees Click or tap here to enter text.

l) Training staff for customer service Click or tap here to enter text.
and complaint handling

9. Choose two cultural groups you know about and for each describe the following in relation
to customer service:

Cultural Group 1 Cultural Group 2

a) Modes of greeting, Click or tap here to enter Click or tap here to enter
farewelling and text. text.
conversation

© SKUP | RTO # 40471 | V1.1.2024

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SITXCCS014 Provide Service to customer

 Cultural Group 1 Cultural Group 2

b) Body language and Click or tap here to enter Click or tap here to enter
body gestures text. text.

c) Formality of language Click or tap here to enter Click or tap here to enter
text. text.

d) Clothing expectations Click or tap here to enter Click or tap here to enter
for customer service text. text.
staff

10. Explain how the following needs to be considered when selecting a mode of
communication.

© SKUP | RTO # 40471 | V1.1.2024

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SITXCCS014 Provide Service to customer

 a) Assistive technology Click or tap here to enter text.
requirements

b) Use of interpreters Click or tap here to enter text.

c) Two-way communication Click or tap here to enter text.

systems

11. Explain each of the following methods of collecting feedback:

Method Description

a) Surveys Click or tap here to enter text.

© SKUP | RTO # 40471 | V1.1.2024

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SITXCCS014 Provide Service to customer

 Method Description

b) Interviews Click or tap here to enter text.

c) Structured Click or tap here to enter text.

questioning

d) Observation of Click or tap here to enter text.

customers

e) Casual discussion Click or tap here to enter text.

12. Explain three types of communication techniques, including key features.

© SKUP | RTO # 40471 | V1.1.2024

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SITXCCS014 Provide Service to customer

 Click or tap here to enter text.

13. Explain three types of communication equipment that can be used in customer service.

Click or tap here to enter text.

© SKUP | RTO # 40471 | V1.1.2024

Next Review Dec 2024 | www.skilledup.edu.au

SITXCCS014 Provide Service to customer