Contentspmkvyofficial.org/App_Documents/QPs/QP Customer Service (Meet a… · Gurgaon - 122002...

NVQF

Contents

1. Introduction and Contacts..…1

2. Qualifications Pack……….……...2

3. OS Units……………………..…….….2

4. Glossary of Key Terms …………3

5. Annexure: Nomenclature for QP & OS.

technologyconsul t ing

What areOccupationalStandards(OS)?

OS describe whatindividuals needto do, know andunderstand inorder to carry outa particular jobrole or function

OS areperformancestandards thatindividuals mustachieve whencarrying outfunctions in theworkplace,together withspecifications ofthe underpinningknowledge andunderstanding

Contact Us:Tourism and HospitalitySkill Council405/6, 4th Floor DLFCity Court,Near SikanderpurMetro Station,Gurgaon - 122002

E-mail:[email protected]

Qualification Pack: Customer Service Executive(Meet and Greet)

SECTOR: INFORMATION TECHNOLOGY- INFORMATION TECHNOLOGY ENABLED

SERVICES (IT-ITES)ces Helpdesk Attendant

SECTOR: TOURISM AND HOSPITALITY

SUB-SECTOR:1. Hotels 4. Facility Management2. Travel and Tours 5. Cruise Liners3. Restaurants

OCCUPATION: Customer Service

REFERENCE ID: THC/Q 0101

ALIGNED TO: NCO-2004 / NIL

Customer Service Executive: Identifies and prepares for work as percustomer requirements, meets & greets the customer, transfers to requireddestination and resolves customer complaints and queries.

Brief Job Description: The primary role entails meeting and greetingcustomers at the designated place, transferring them to requireddestination, developing and maintaining positive relationship and resolvingany queries/problems.

Personal Attributes: Physically fit to travel at any hour of the day andperform job that requires considerable physical activities. The individualneeds to bear a good moral character, pleasing deportment, healthy habitsand good grooming in addition to being committed and proficient. Theindividual needs to have excellent communication skills, service orientedattitude and the skill to establish and maintain rapport with customers.

EYE ON ITCurrent IndustryTrends

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Introduction

QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR TOURISM ANDHOSPITALITY INDUSTRY

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Qualifications Pack For Customer Service Executive (Meet and Greet)

2

Qualifications Pack Code THC/Q 0101

Job Role Customer Service Executive (Meet and Greet)

Credits(NSQF) Version number 1.0Sector Tourism and Hospitality Drafted on 04/07/14

Sub-sector

1. Hotels2. Travel and Tours3. Restaurants4. Facility Management5. Cruise Liners

Last reviewed on

Occupation Customer Service Next review date 31/10/15

Job Role Customer Service Executive (Meet and Greet)

Role Description

Identifies and prepares for work as per customerrequirements, meets & greets the customer, transfers torequired destination, resolves customer complaints andqueries and settles bills.

NSQF levelMinimum Educational Qualifications*Maximum Educational Qualifications*

3

12th Standard

Training Suggested but not mandatory

ExperienceNot Mandatory

Applicable National OccupationalStandards (NOS)

Compulsory:

1. THC/N 0101 Plan and Prepare for meet & greet services

2. THC/N 0102 Meet & greet customers and develop andmaintain positive relationships

3. THC/N 0103 Transfer customers to required destination

4. THC/N 0104 Deal with customer requirements andresolve service problems

5. THC/N 0901 Give a positive impression of oneself andthe organization

6. THC/N 0902 Work effectively with others

Optional:1. N.A.

Performance Criteria As described in the relevant OS units

Assessment Criteria Assessment Criteria for each NOS

Job

Det

ails


3

Keywords /Terms Description

Core Skills/GenericSkills

Core Skills or Generic Skills are a group of skills that are key to learning andworking in today's world. These skills are typically needed in any workenvironment. In the context of the NOS, these include communication relatedskills that are applicable to most job roles.

Function Function is an activity necessary for achieving the key purpose of the sector,occupation, or area of work, which can be carried out by a person or a group ofpersons. Functions are identified through functional analysis and form the basisof NOS.

Job role Job role defines a unique set of functions that together form a uniqueemployment opportunity in an organization.

Knowledge andUnderstanding

Knowledge and Understanding are statements which together specify thetechnical, generic, professional and organizational specific knowledge that anindividual needs in order to perform to the required standard.

National OccupationalStandards (NOS)

NOS are Occupational Standards which apply uniquely in the Indian context

Occupation Occupation is a set of job roles, which perform similar/related set of functions inan industry.

Organizational Context Organizational Context includes the way the organization is structured and howit operates, including the extent of operative knowledge managers have of theirrelevant areas of responsibility.

Performance Criteria Performance Criteria are statements that together specify the standard ofperformance required when carrying out a task.

Qualifications Pack(QP) Qualifications Pack comprises the set of NOS, together with the educational,training and other criteria required to perform a job role. A Qualifications Pack isassigned a unique qualification pack code.

Qualifications PackCode

Qualifications Pack Code is a unique reference code that identifies aqualifications pack.

Scope Scope is the set of statements specifying the range of variables that an individualmay have to deal with in carrying out the function which have a critical impacton the quality of performance required.

Sector Sector is a conglomeration of different business operations having similarbusinesses and interests. It may also be defined as a distinct subset of theeconomy whose components share similar characteristics and interests.

Sub-Sector Sub-sector is derived from a further breakdown based on the characteristics andinterests of its components.

Sub-functions Sub-functions are sub-activities essential to fulfill the achieving the objectives ofthe function.

Technical Knowledge Technical Knowledge is the specific knowledge needed to accomplish specificdesignated responsibilities.

Unit Code Unit Code is a unique identifier for a NOS unit, which can be denoted with an ‘N’

Unit Title Unit Title gives a clear overall statement about what the incumbent should beable to do.

Vertical Vertical may exist within a sub-sector representing different domain areas or theclient industries served by the industry.

Def

init

ions


4

Keywords /Terms Description

NSQF National Skills Qualifications Framework

QP Qualification Pack

OS Occupational Standards

OH&S Occupational Health and Safety

HR Human Resources

IATA International Air Transport Association

Acr

onym

s

THC/ N 0101 : Plan and prepare for meet and greet services

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NOSNational Occupational Standards

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Overview

This unit covers planning and preparation for meeting customers, explore whatinformation is required when planning and preparing to meet and transfer the customerto destination.

National OccupationalStandard


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Unit Code THC / N 0101

Unit Title(Task)

Plan and prepare for meet and greet services

Description This unit covers planning and preparation for meeting customers, explore whatinformation is required when planning and preparing to meet and transfer thecustomer to destination.

Scope This unit/task covers the following:

Activities covered: plan for meeting customers prepare for meeting customers check preparation

Positions/ persons customer service executive (meet and greet) interacts with are: visiting customers staff at the airport/railway station/port/Bus or Taxi Terminal staff at the place of stay of customer drivers first-Line supervisor immediate colleagues and team members

Performance Criteria(PC) w.r.t. the Scope

Element Performance Criteria

Plan for meetingcustomers

PC1. check assigned duties as per duty rosterPC2. check the travel and bookings details of the customer along with relevant

documentation as per travel and bookings detailsPC3. assess requirement of resources viz. type of vehicle, number of vehiclesPC4. inform travel agency/driver on the time schedule and meeting placePC5. identify organizational requirement and protocol for meeting customers

Types of customers may be : leisure traveler business traveler individual travelers groups senior citizen customers with specific needs

PC6. check for any special requests or requirements on arrivalPC7. check to ensure that communication with the customer can be made in the

language known to the customer

Prepare for meetingcustomers

PC8. check with travel agency/driver and ensure that vehicle is arriving as perschedule

PC9. check with hotel/place of accommodation and reconfirm bookingsPC10. carry all documents required for handing over to customer viz. tickets, hotel

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booking confirmation , itinerary, maps, any other special requirement of thecustomerInformation provided to customers may include: travel details local accommodation bookings local itineraries details of tourist guides details of local options for shopping and other interesting activities travel and other documents like train/coach tickets etc.

PC11. carry placard with correct name of customer and contact detailsPC12. ensure the mobile phone battery is charged and the phone is in working

condition and has the number which was passed on to the customerPC13. check arrival/departure schedulePC14. dress as per organizational requirements and standardsPC15. ensure to reach well in time to meet customer and cater for any special

requests/requirements agreed with the customer for the meet & greetservice

Check preparation PC16. complete checklists for preparation for performing dutiesPC17. seek help/advise of seniors to address issues where scope of services assured

to customer is not clearPC18. escalate problems and issues to appropriate authorities well in time as per

organization’s procedures

Knowledge and Understanding (K)

A. Organizational

Context(Knowledge of thecompany /organization andits processes)

The user/individual on the job needs to know and understand:KA1. legislation, standards, policies, and procedures followed in the company

relevant to own employment and performance conditionsKA2. relevant occupational legislations as applicable to the visiting customersKA3. own job role and responsibilities and sources for information pertaining to

employment terms, entitlements, job role and responsibilitiesKA4. reporting structure, inter-dependent functions, lines and procedures in the

work areaKA5. relevant people and their responsibilities within the work areaKA6. escalation matrix and procedures for reporting work and employment related

issues

B. TechnicalKnowledge

The user/individual on the job needs to know and understand:KB1. service standards required in the workplaceKB2. application of relevant regulations and requirementsKB3. workplace and servicing procedures and policies for meeting and greeting

customersKB4. different types of accommodation availableKB5. local maps and routesKB6. different states, their capitals, the attractions/heritage/monuments of each

state


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KB7. major airlines, trains, national bus/coach operating companiesKB8. countries and currencies of the different countriesKB9. foreign exchange rules and where from the currencies can be exchangedKB10. types of modes of travel availableKB11. how to read an itineraryKB12. how and when to present the itinerary the customerKB13. different airline codes and airportsKB14. departure and arrival places for other modes of travel viz. rail, bus, sea etc.KB15. importance of creating a good impression and wear clothing/uniform suitable

for the visitKB16. importance of keeping to time during a visit and behaving appropriately

during a visitKB17. how to meet and greet the customerKB18. what permits and checks are required for the customerKB19. knowledge of check-in/checkout time and range of paperwork requiredKB20. how to establish working relationships with colleagues and other internal

customersKB21. recognizing minimum standards for coach comfort and safetyKB22. importance of first impressions, providing a welcome and promoting a

positive company imageKB23. transfer list and their importanceKB24. how to handle flight delays both inbound and outbound, lost luggage,

overbooking on flights and in accommodation, illness, drunken passengers,lost passengers, missed flights, strikes, breakdowns, lost documents

KB25. knowledge of dispatch locationKB26. knowledge of assignment to be performedKB27. knowledge of materials required and vehicle assignedKB28. how to interpret organization’s bulletins and specialKB29. different kinds of travel agenciesKB30. how to resolve conflicts and who to escalate for unresolved issuesKB31. emergency situations that could arise with the customer and how to handle

themKB32. escalation matrix for resolving emergency situations for customers

Skills (S)

A. Core Skills/Generic Skills

Reading & Writing Skills

The user/ individual on the job needs to know and understand how to:SA1. read and interpret instructions, procedures, information and signs relevant

travel and tourismSA2. interpret and follow operational instructions and prioritize workSA3. read and interpret information correctly from various job specification

documents, airlines schedules, itineraries, other legislations etc. applicable tothe job in English and/or local language


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Oral Communication (Listening and Speaking skills)

The user/individual on the job needs to know and understand how to:SA4. communicate effectively with others when carrying out tasksSA5. discuss task lists, schedules, and work-loads with co-workersSA6. question customers appropriately in order to understand the nature of the

query or a problem and make a diagnosisSA7. check and clarify task-related informationSA8. liaise with appropriate authorities using correct protocolSA9. communicate with people in respectful form and manner in line with

organizational protocolSA10. avoid using jargon, slang or acronyms when communicating with a customer,

unless it is requiredSA11. communicate with the customer in the language known to the customer

B. Professional Skills Learning

The user/individual on the job needs to know and understand how to:SB1. participate in on-the-job and other learning, training and development

interventions and assessmentSB2. seek to improve and modify work practices

Problem Solving

The user/individual on the job needs to know and understand how to:SB1. think through the problem, evaluate the possible solution(s) and suggest an

optimum /best possible solution(s)SB3. identify immediate or temporary solutions to resolve delays

Plan and Organize

The user/individual on the job needs to know and understand:SB4. plan, prioritize and sequence work operations as per job requirementsSB5. organize and analyze information relevant to work

Decision Making

The user/individual on the job needs to know and understand how to:SB2. make decisions pertaining to the concerned area of work

Service Orientation/Customer Centricity

The user/individual on the job needs to know and understand how to:SB3. manage relationships with customers who may be stressed, frustrated,

confused, or angrySB4. build customer relationships and use service and customer centric approach

Self-Management

The user/individual on the job needs to know and understand how to:SB6. importance of taking responsibility for own work outcomes


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SB7. importance of adherence to work timings, dress code and otherorganizational policies

SB8. importance of following laid down rules, procedures, instructions and policiesSB9. importance of exercising restraint while expressing dissent and during conflict

situationsSB10. how to avoid and manage distractions to be disciplined at workSB11. importance of time management for achieving better results

Team Management

The user/individual on the job needs to know and understand how to:SB12. work in a team in order to achieve better resultsSB13. identify and clarify work roles within a teamSB14. communicate and cooperate with others in the teamSB15. seek assistance from fellow team members


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NOS Version Control

NOS Code THC / N 0101

Credits(NSQF) Version number 1.0

Industry Tourism and Hospitality Drafted on 04/07/14

Industry Sub-sector


Last reviewed on


THC/ N 0102 : Meet & greet customers and develop and maintain positiverelationship with them

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Overview

This unit describes the essential competence of greeting, developing and maintainingpositive relationships with customers.



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Unit Title(Task)

Meet & greet customers and develop and maintain positive relationship with them

Description

This unit covers meeting & greeting customers and giving them a positive firstimpression of the organization. It involves putting them at ease, reducing their anxietyand providing reassurance and confidence regarding their travel arrangements. It alsoinvolves delivering the best customer service possible to a range of customer typesthrough face-to-face contact.


Activities covered: meet and greet customer establish rapport with customers report escalations



Element Performance CriteriaMeet and greetcustomers

PC1. meet and greet the customer in a professional manner at the pre-arrangedtime and location, in accordance with the booking arrangements and as perthe organization’s proceduresTypes of customer may be: leisure traveler business traveler individual travelers groups senior citizen customers with specific needs

PC2. acknowledge customers and greet promptly in accordance with companypolicies

PC3. create a good first impression in dealings with customersPC4. use good verbal communications skills with customersPC5. establish customers' needs and wants quickly and sensitivelyPC6. confirm at the time of picking up and/dropping the customer at the required

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destination that the customer has the appropriate documentation, in linewith the rules and legislations of the country and the organization’sprocedures

PC7. advise the customer of the travel itinerary, accommodation details forinbound customer and relevant contact details, where appropriate

PC8. ask the customer of any specific requirement in line with organization’sprocedures

PC9. communicate clearly and concisely, and at a pace appropriate to theindividual, using words suited to the individual’s level of understanding

PC10. refer customers promptly to more appropriate members of staff, wherenecessary, and explain the reasons for referral

PC11. maintain necessary confidentiality about the organization and customerPC12. apologize where delay in greeting and acknowledging customer is

unavoidableEstablish rapportwith customers

PC13. use appropriate language and gestures to suit the needs of customersPC14. use clear and suitably pitched communication for customersPC15. address and greet customers respectfully, by name, where appropriate and

make him/her feel at easePC16. establish customers' needs and take appropriate actionPC17. establish mutual understanding of customers' needs and potential means of

meeting themPC18. explain any delay in responding to customers' needs so as to maintain

goodwillPC19. carry out undertakings made to customers within the promised timePC20. record and update customer records accurately and promptlyPC21. deliver helpful and consistent customer servicePC22. build positive relationships with customersPC23. build good working relationships with suppliers

Report escalations PC24. complete checklists for preparation for performing dutiesPC25. report escalations for any unresolved issue as per escalation matrix


A. Organizational



relevant to own employment and performance conditionsKA2. relevant occupational legislations as applicable to the visiting customersKA3. own job role and responsibilities and sources for information pertaining to job

role and responsibilitiesKA4. reporting structure, inter-dependent functions, lines and procedures in the


issues


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The user/individual on the job needs to know and understand:KB1. service standards required in the workplaceKB2. application of relevant regulations and requirementsKB3. language to use when speaking to customersKB4. how to greet people formally and informallyKB5. how to treat guest as individualsKB6. how to relate information to customersKB7. importance of listening and building rapportKB8. peculiarities of different cultures and backgrounds and how they affect their

jobKB9. importance of equality when serving people with specific needsKB10. importance of complying with equality requirementsKB11. why it is important to be able to assist all customers equallyKB12. how best to assist customers with individual needsKB13. how best to assist customers from other culturesKB14. communication methods best suited to the needs of the customerKB15. importance of resolving a customer complaintKB16. variety of emotions customers may display when complainingKB17. how to deal with customer complaints within limits of own authorityKB18. what is meant by consistent customer serviceKB19. why consistent customer service is importantKB20. organization’s policies on face-to-face greeting and communicating with

customersKB21. organization’s requirements concerning customer recordsKB22. application of relevant regulations and requirementsKB23. workplace and servicing procedures and policies for meeting and greeting

customersKB24. importance of creating a good impression and wear clothing/uniform suitable


during a visitKB26. what permits and checks are required for the customerKB27. ways of recognizing and remembering customers and their namesKB28. positive ways of being memorable to the customerKB29. specific ways of assisting all types of travel and tourism customersKB30. importance of adopting a positive approach towards all types of travel and

tourism customersKB31. importance of meeting and greeting customers positivelyKB32. Importance of good personal appearance when representing an organizationKB33. appropriate body language to build rapport with customersKB34. importance of a customer’s first impression to an organizationKB35. how to deal fairly, efficiently and promptly with questions and complaints, in

line with the organization’s requirementsKB36. means of communication with local staff, handling agents and service

providersKB37. transport terminal proceduresKB38. means of managing different types of customers


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KB39. how to communicate clearly, by voice and gesture, with groups of customerson vehicles and at travel termini

KB40. how to deal with delayed or otherwise dissatisfied customers who arereferred to you

KB41. why it is important to build lasting relationships with external customersKB42. why it is important to build good relationships with internal customersKB43. why it is important to build positive relationships with suppliersKB44. procedures for referring emergencies and problems to head officeKB45. escalation matrix for unresolved issues

Skills (S)







B. Professional Skills Problem Solving



Decision Making






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NOS Version Control




Industry Sub-sector


Last reviewed on


THC/ N 0103 : Transfer customers to required destination

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Overview

This unit covers taking customers to the required destination. It involvesreceiving/dropping customers at the required destination in accordance witharrangements agreed during the booking of ‘meet & greet’ services, and providing anefficient and helpful service to them so as to portray a positive image of the organization.



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Unit Title(Task)

Transfer customers to required destination

Description This unit covers taking customers to the required destination. It involvesreceiving/dropping customers to the required destination in accordance witharrangements agreed during the booking of ‘meet & greet’ services, and providing anefficient and helpful service to them so as to portray a positive image of theorganization.


Activities covered: manage transfers of customers from and to arrival and departure points assist customers to check-in and check-out of accommodation



Element Performance CriteriaManage transfers ofcustomers from andto arrival anddeparture points

PC1. inform the customers about the journey details and transport arrangementfrom the meeting point to the destination

PC2. assist the customers to deal with baggage transfer from the meeting point tothe boarding of the vehicles

PC3. ensure travel terminal procedures and security requirements are compliedwith

PC4. assist the customers in loading all the baggage onto the transport arrangedfor transfer to the destination as per the organization’s procedures

PC5. escort the customer to the point of dropping as per the booking schedule andas per organization’s procedures

PC6. hand over the documents required to be given to customer like tickets, travelpermits, entry permissions etc.

PC7. deal fairly, efficiently and promptly with questions and complaints, in linewith organization’s procedures

PC8. respond to any referred customer emergencies, problems and requirementspromptly and in accordance with company policies

PC9. report any situation which cannot be resolved as per escalation matrixPC10. liaise and communicate with travel agents/staff at other places where

accommodation is arrangedPC11. ensure that all customer baggage is correctly unloaded at the dropping point

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PC12. record any reported non-compliance with agreed standards of transferservice are accurately and promptly point out to the agencies

PC13. present a professional image and treat individuals with respect at all times

Assist customers tocheck-in and check-out ofaccommodation

PC14. liaise with the concerned staff of the place of accommodation of thecustomers regarding the details of booking/checkout on arrival

PC15. assist customers to deal with documentation required for checking-in/out ofthe place of accommodation

PC16. assist the customers in dealing/communicating with the staff at the place ofaccommodation as per organization’s procedures

PC17. ensure that the customers get accommodation as per the bookingarrangements or a suitable/acceptable alternative

PC18. report non-compliance with standards/procedures to the appropriatepersons, where necessary


A. Organizational



relevant to own employment and performance conditionsKA2. relevant occupational legislations as applicable to the visiting customersKA3. own job role and responsibilities and sources for information pertaining to job

role and responsibilitiesKA4. reporting structure, inter-dependent functions, lines and procedures in the


issues


The user/individual on the job needs to know and understand:KB1. service standards required in the workplaceKB2. application of relevant regulations and requirementsKB3. different types of accommodation availableKB4. local maps and routesKB5. different states, their capitals, the attractions/heritage/monuments of each

stateKB6. major airlines, rail operating companies, national bus/coach operating

companiesKB7. countries in the worldKB8. currencies of the different countriesKB9. foreign exchange rules and where from the currencies can be exchangedKB10. types of modes of travelKB11. how to read an itineraryKB12. how and when to present the itinerary the customerKB13. different airline codes and airportsKB14. departure and arrival places for other modes of travel viz. rail, bus, sea etc.KB15. importance of creating a good impression and wear clothing/uniform suitable



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during a visitKB17. what permits and checks are required for the customerKB18. knowledge of check-in/checkout time and range of paperwork requiredKB19. range of tasks involved in preparing for airport dutiesKB20. responsibilities of a representative on arrival transfersKB21. responsibilities of a representative on departure transfersKB22. importance of meeting and greeting customers positivelyKB23. Importance of good personal appearance when representing an organizationKB24. appropriate body language to build rapport with customersKB25. how to deal fairly, efficiently and promptly with questions and complaints, in

line with the organization’s requirementsKB26. means of communication with local staff, handling agents and service

providersKB27. roles and responsibilities of handling agents, accommodation providers and

company staffKB28. transport terminal proceduresKB29. means of managing different types of customersKB30. how to communicate clearly, by voice and gesture, with groups of customers

on vehicles and at travel terminiKB31. how to deal with delayed or otherwise dissatisfied customers who are

referred to youKB32. potential problems that can arise with transfers and accommodation and

potential means of resolving themKB33. expected standards of service of transfers and accommodationKB34. procedures for referring emergencies and problems to head officeKB35. means of dealing with shortfall in standards of transfers and accommodationKB36. escalation matrix for unresolved issues

Skills (S)









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Plan and Organize


Decision Making






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NOS Version Control




Industry Sub-sector


Last reviewed on


THC/ N 0104 : Deal with customer requirements and resolve service problems

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Overview

This unit is about the effective handling of customer requirements and service problems.This involves dealing with customers who may be difficult to please in spite of theexcellent service, which may be due to customer expectations not met or customer'sexpectations involve more than can be offered.



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Unit Title(Task)

Deal with customer requirements and resolve service problems

Description This unit is about the effective handling of customer requirements and serviceproblems. This involves dealing with customers who may be difficult to please in spiteof the excellent service, which may be due to customer expectations not met orcustomer's expectations involve more than can be offered.


Activities covered: deal with queries spot Customer problems resolve customer problems


Element Performance CriteriaDeal with queries PC1. listen carefully to customer queries and dealing with them as per

organizational procedureCustomers’ queries and problems may relate to: country information travel information accommodation information health and safety information company information transport information emergency contacts e.g. co-coordinator’s contact, emergency contact,

doctors, chemist, police up-to-date flight/transport times check in/check out procedures local laws and regulations local restaurants, supermarkets, local shops, local craft outlets local cultural information places of worship information, health and safety guidance

PC2. keep calm, empathize with customer, keep customer informed to arrive at amutually acceptable solution

PC3. follow up with customer and/or with staff till query is resolvedSpot Customerproblems

PC4. spot customer service problemsPC5. listen carefully to the customers about any problem they have raised and ask

customers about the problem to check understandingPC6. recognize repeated problems and alert the appropriate authorityPC7. share customer feedback with others to identify potential problems before

they happen

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PC8. identify problems with systems and procedures before they begin to affectyour customers

Resolve customerproblems

PC9. acknowledge the complaint, apologize for inconvenience and take promptattention to diffuse situation

PC10. identify and investigate the complaintPC11. identify the options for resolving a customer service problemPC12. work with others to identify and confirm the options to resolve a customer

service problemPC13. work out the advantages and disadvantages of each option and pick the best

option for the customer and the organizationPC14. identify for the customer other ways that problems may be resolved if one is

unable to helpPC15. discuss and agree the options for and take action to implement the option

agreed with your customerPC16. work with others and your customer to make sure that any promises related

to solving the problem are keptPC17. keep the customer fully informed about what is happening to resolve the

problemPC18. check with the customer to make sure the problem has been resolved to their

satisfactionPC19. give clear reasons to the customer when the problem has not been resolved

to their satisfaction


A. Organizational



relevant to own employment and performance conditionsKA2. relevant occupational health and safety requirements applicable in the work

placeKA3. importance of working in clean and safe environmentKA4. own job role and responsibilities and sources for information pertaining to

employment terms, entitlements, job role and responsibilitiesKA5. reporting structure, inter-dependent functions, lines and procedures in the


issues


The user/individual on the job needs to know and understand:KB1. service standards required in the workplaceKB2. procedure to resolve customer queries as per organizational procedureKB3. why it is important to tell the customer about any delays and how you should

do soKB4. the types of queries one may get and/or problems that might happen with

your payment point and how to deal with theseKB5. organizational procedures and systems for dealing with customer service


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problemsKB6. how to defuse potentially stressful situationsKB7. how to negotiate with customerKB8. the limitations of what one can offer to the customerKB9. types of action that may make a customer problem worseKB10. service standards required in the workplaceKB11. application of relevant regulations and requirementsKB12. the language to use when speaking to customersKB13. how to relate information to customersKB14. the importance of listening and understanding customers queries and

problemsKB15. complaint handling procedureKB16. types of information required for customersKB17. sources to find information for the customersKB18. the importance of giving accurate information to travel and tourism

customersKB19. how to give clear directions to travel and tourism customersKB20. importance of keeping customers updated if circumstances changeKB21. the importance of being able to direct customers to the best resource for

their queryKB22. how to check that your customer understands the information givenKB23. how to respond if unable to help or advise customersKB24. importance of anticipating and responding to varying customers’ needs and

expectationsKB25. the factors that influence the customers’ choice of products and servicesKB26. the importance of meeting and exceeding customer expectationsKB27. the importance of dealing with complaints in a positive mannerKB28. the importance of complaint handling procedures

Skills (S) [Optional]





organizational protocolSA7. avoid using jargon, slang or acronyms when communicating with a customer





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Plan and Organize


Decision Making






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NOS Version Control




Industry Sub-sector


Last reviewed on


THC/ N 0901: Give a positive impression of oneself and theorganization

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Overview

This unit is about competencies required for communicating with customers to give a positiveimpression of oneself and one’s organization. It involves giving customers the rightimpression, responding to their needs and providing helpful information.



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Unit Title

(Task)Give a positive impression of oneself and the organization

Description This unit is about competencies required for communicating with customers to give apositive impression of oneself and one’s organization. It involves giving customers theright impression, responding to their needs and providing helpful information.

The candidate is expected to understand the customers’ requirements and create apositive experience for the customer following the defined policies and procedures ofthe organization.


Activities covered: establish effective rapport with customers

respond appropriately to customers

communicate information to customers

escalate unresolved problems as per protocol

provide interim feedback to customer, in case of delays

process Compliances



Establish effectiverapport withcustomers

PC1. meet organisation's standards of appearance and behaviourPC2. greet customers respectfully and in a friendly mannerPC3. communicate with customers in a way that makes them feel valued

and respectedPC4. treat customers courteously and helpfully at all timesPC5. keep customers informed and reassuredPC6. adapt behaviour to respond effectively to different customer behaviour

Respondappropriately tocustomers

PC7. respond promptly to a customer seeking helpPC8. choose the most appropriate way to communicate with customersPC9. check with customers that their expectations have been fully understoodPC10. respond promptly and positively to customers' queries and commentsPC11. allow customers time to consider the response and give further

explanation when appropriate

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Communicateinformation tocustomers

PC12. quickly find information that will help the customerPC13. give customer information they need about the services or products

offered by the organizationPC14. recognize information that customers might find complicated and

check whether they fully understandPC15. explain clearly to the customers any reasons why their needs or expectations

cannot be met

Escalations ofunresolved problemsas per protocol

PC16. refer the problem to a competent person/supervisor as per protocol if itcannot be resolved by the helpdesk

PC17. obtain help or advice from supervisor/authorized person as per protocol if theproblem is outside his/her area of competence or experience

Provide Interimfeedback tocustomer, in case ofdelays

PC18. monitor the problem and keep the customer informed about progress or anydelays in resolving the problem

Process Compliances PC19. comply with relevant legislation, standards, policies and procedures


A. OrganizationalContext(Knowledge of thecompany /organization andits processes)

The user/individual on the job needs to know and understand:KA1. relevant legislation, standards, policies, and procedures followed in the

companyKA2. how to engage with customers in order to resolve service requests and

problemsKA3. escalation matrix for resolution of problems


The user/individual on the job needs to know and understand:KB1. organization’s standards for appearance and behaviourKB2. organization’s guidelines for how to recognize what customer wants and

respond appropriatelyKB3. organization’s rules and procedures regarding the methods of communicationKB4. how to recognize when a customer is angry or confusedKB5. organization’s standards for timeliness in responding to customer questions

and requests for information


A. Core Skills/ Communication skills (reading and Writing )


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Generic Skills The user/ individual on the job needs to know and understand how to:SA1. document call logs, reports, task lists, and schedules with co-workersSA2. prepare status and progress reportsSA3. read and interpret signages e.g. “do not disturb”, ‘‘clean the room” to know

customers’ requirements


The user/individual on the job needs to know and understand how to:SA4. actively listen to discuss requirements of the customerSA5. seek clarification from customers appropriately in order to understand the

nature of the problem and make a diagnosisSA6. give clear commitments to customersSA7. keep customers informed about progressSA8. avoid using jargon, slang or acronyms when communicating with a customer

B. Professional Skills Decision Making


Plan and Organize

The user/individual on the job needs to know and understand:SB2. plan and organize service to be given to customer

Customer Centricity /Service Orientation


confused, or angrySB4. build customer relationships and use customer centric approach

Problem Solving



Critical Thinking

The user/individual on the job needs to know and understand how to:SB7. apply, analyze, and evaluate the information gathered from observation,

experience, reasoning, or communication, as a guide to thought and action

Self-Management


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The user/individual on the job needs to know and understand how to:SB8. importance of taking responsibility for own work outcomesSB9. importance of adherence to work timings, dress code and other organizational

policiesSB10. importance of following laid down rules, procedures, instructions and policiesSB11. importance of exercising restraint while expressing dissent and during conflict

situationsSB12. how to avoid and manage distractions to be disciplined at workSB13. importance of time management for achieving better results

Team Management

The user/individual on the job needs to know and understand how to:SB14. work in a team in order to achieve better resultsSB15. identify and clarify work roles within a teamSB16. communicate and cooperate with others in the teamSB17. seek assistance from fellow team members


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NOS Version Control




Industry Sub-sector


Last reviewed on


THC/ N 0902: Work effectively with others

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Overview

This unit covers basic competencies and practices that improve effectiveness of working withothers at the work place.



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Unit Title(Task)

Work effectively with others

Description This unit covers basic competencies and practices that improve effectiveness ofworking with others at the work place. It covers etiquettes that a candidate is requiredto possess and demonstrate in their behavior and interactions with others at theworkplace.

These cover areas such as communication etiquette, discipline, listening, handlingconflict and grievances.


Activities covered: working with others using appropriate etiquettes and behaviour

Interaction with others is for: working with other people to meet requirements

sharing information with others to enable efficient delivery of work

communicating with others members and people internal or external to theorganization

Performance Criteria (PC) w.r.t. the Scope


Working with others PC1. communicate with other people clearly and effectivelyEtiquettes may include: use appropriate titles and terms of respect use polite language do not eat or chew while talking

PC2. integrate one’s work with other people’s work effectivelyPC3. receive information and instructions accurately from the supervisor and

fellow workers, getting clarification where requiredPC4. pass on accurate information to authorized persons who require it and within

agreed timescale and confirm its receiptPC5. pass on essential information to other people on timely basisPC6. consult with and assist others to maximize effectiveness and efficiency in

carrying out tasksPC7. work in a way that shows respect for other people

Behaviors may include: punctuality completing tasks as per given time and standards

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not gossiping and idling time

eliminating waste

integrity

PC8. carry out any commitments made to other peoplePC9. identify any problems with team members and other people and take the

initiative to solve these problemsPC10. follow the organisation’s policies and procedurePC11. display helpful behavior by assisting others in performing tasks in a positive

mannerPC12. display active listening skills while interacting with others at workPC13. use appropriate tone, pitch and language to convey politeness, assertiveness,

care and professionalismPC14. demonstrate responsible and disciplined behaviors at the workplacePC15. escalate grievances and problems to appropriate authority as per procedure

to resolve them and avoid conflict


A. Organizational



relevant to own employment and performance conditionsKA2. reporting structure, inter-dependent functions, lines and procedures in the


issuesKA5. effective working relationships with both internal and external the people

with which the individual is required to interactKA6. procedures in the organization to deal with conflicts


The user/individual on the job needs to know and understand:KB1. various categories of people that one is required to communicate and co-

ordinate within the organizationKB2. importance of effective communication in the workplaceKB3. importance of teamwork in organizational and individual successKB4. various components of effective communicationKB5. key elements of active listeningKB6. value and importance of active listening and assertive communicationKB7. barriers to effective communicationKB8. importance of tone and pitch in effective communicationKB9. importance of avoiding casual expletives and unpleasant terms while

communicating in professional circlesKB10. how poor communication practices can disturb people, environment and


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cause problems for the employee, the employer and the customerKB11. importance of ethics for professional successKB12. importance of discipline for professional successKB13. what constitutes disciplined behavior for a working professionalKB14. common reasons for interpersonal conflictKB15. importance of developing effective working relationships for professional

successKB16. expressing and addressing grievances appropriately and effectivelyKB17. importance and ways of managing interpersonal conflict effectivelyKB18. importance of communicating clearly and effectively with people face-to-

face, by telephone and in writingKB19. essential information that needs to be shared with other peopleKB20. importance of effective working relationships and how these can contribute

towards effective working relationships on a day-to-day basisKB21. importance of integrating ones work effectively with othersKB22. types of working relationships that help people to work well together and the

types of relationships that need to be avoidedKB23. types of opportunities an individual may seek out to improve relationships

with othersKB24. how to deal with difficult working relationships with people to sort out

problems


A. Professional Skills Writing Skills

The user / individual on the job needs to know and understand how to:

SA1. communicate essential information in writingSA2. write effective communications to share information with the team members

and other people outside the team

Reading Skills

The user/individual on the job needs to know and understand how to:SA3. Read and understand essential information

Listening and Speaking Skills

The user/individual on the job needs to know and understand:SA4. communicate essential information to colleagues face-to-face or through

telecommunicationsSA5. question others appropriately in order to understand the nature of the

request complaint


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Problem Solving



Analytical Thinking



B. Professional Skills Decision making

The user/individual on the job needs to know and understand how to:SB1. make decisions pertaining to work

Plan and Organize

The user/individual on the job needs to know and understand:SB2. plan, prioritize and sequence work operations as per job requirementsSB3. organize and analyze information relevant to workSB4. basic concepts of work productivity

Customer Centricity


confused, or angrySB6. build customer relationships and use customer centric approach

Problem Solving


optimum /best possible solution(s)SB8. deal with clients lacking the technical background to solve the problem on

their ownSB9. identify immediate or temporary solutions to resolve delays

Critical Thinking




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NOS Version Control




Industry Sub-sector


Last reviewed on


Qualifications Pack For Room Attendant

1

Annexure

Nomenclature for QP and NOS

Qualifications Pack

[ABC]/ Q 0101

Occupational Standard

An example of NOS with ‘N’[ABC] / N 0101

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Q denoting Qualifications Pack Occupation (2 numbers)

QP number (2 numbers)

9 characters

N denoting National Occupational Standard Occupation (2 numbers)

OS number (2 numbers)

9 characters

Back to top…

[Insert 3 letter code for SSC]

[Insert 3 letter code for SSC]

Qualifications Pack For Room Attendant

2

The following acronyms/codes have been used in the nomenclature above:

Sub-sector Range of Occupation numbers

Hospitality 01 - 30

Tourism 30 – 60

Facility Management 60 – 90

Sequence Description Example

Three letters Industry name THC

Slash / /

Next letter Whether QP or NOS N

Next two numbers Occupation code 01

Next two numbers OS number 01

ASSESSMENT CRITERIA

NOS No./Elements

Performance Criteria

WeightagePoints outof 100 per

NOSTHC / N 0101 Plan and prepare for meet and greet services

Plan for meetingcustomers

PC1. Check assigned duties as per duty roster 4

PC2. Check the travel and bookings details of the customer along with relevantdocumentation as per travel and bookings details

5

PC3. Assess requirement of resources viz. Type of vehicle, number of vehicles 5

PC4. Inform travel agency/driver on the time schedule and meeting place 5

PC5. Identify organizational requirement and protocol for meeting customers 5

PC6. Check for any special requests or requirements on arrival 6

PC7. Check to ensure that communication with the customer can be made in thelanguage known to the customer

5

Prepare formeetingcustomers

PC8. Check with travel agency/driver and ensure that vehicle is arriving as perschedule

5

PC9. Check with hotel/place of accommodation and reconfirm bookings 5

PC10. Carry all documents required for handing over to customer viz. Tickets, hotelbooking confirmation , itinerary, maps, any other special requirement of thecustomer

6

PC11. Carry placard with correct name of customer and contact details 6

PC12. Ensure the mobile phone battery is charged and the phone is in workingcondition and has the number which was passed on to the customer

6

PC13. Check arrival/departure schedule 8

PC14. Dress as per organizational requirements and standards 6

PC15. Ensure to reach well in time to meet customer and cater for any specialrequests/requirements agreed with the customer for the meet & greetservice

7

Checkpreparation

PC16. Complete checklists for preparation for performing duties 5

PC17. Seek help/advise of seniors to address issues where scope of services assuredto customer is not clear

5

PC18. Escalate problems and issues to appropriate authorities well in time as perorganization’s procedures

6

TOTAL POINTS 100

Percentage for Assessment : Theory 40%

Practical 60%THC / N 0102 Meet & greet customers and develop and maintain positive relationship with themMeet and greet PC1. Meet and greet the customer in a professional manner at the pre-arranged 3

Job Role : Customer Service Executive (Meet and Greet)Qualification Pack : THC/Q 0101

Sector Skill Council : Tourism and Hospitality1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each Performance Criteria (PC)

will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of marks for each PC.2. Each NOS will assessed both for theoretical knowledge and practical3. The assessment will be based on knowledge bank of questions created by the SSC.4. To pass the Qualification Pack, every trainee should score a minimum of 50% in every NOS and overall 50% Pass percentage

for each QP5. To pass the Qualification pack, every trainee should score a minimum 40% in theory and 50% in the practical

customers time and location, in accordance with the booking arrangements and as perthe organization’s procedures

PC2. Acknowledge customers and greet promptly in accordance with companypolicies

4

PC3. Create a good first impression in dealings with customers 3PC4. Use good verbal communications skills with customers 4PC5. Establish customers' needs and wants quickly and sensitively 3

PC6. Confirm at the time of picking up and/dropping the customer at the requireddestination that the customer has the appropriate documentation, in linewith the rules and legislations of the country and the organization’sprocedures

4

PC7. Advise the customer of the travel itinerary, accommodation details forinbound customer and relevant contact details, where appropriate

4

PC8. Ask the customer of any specific requirement in line with organization’sprocedures

4

PC9. Communicate clearly and concisely, and at a pace appropriate to theindividual, using words suited to the individual’s level of understanding

4

PC10. Refer customers promptly to more appropriate members of staff, wherenecessary, and explain the reasons for referral

4

PC11. Maintain necessary confidentiality about the organization and customer 3

PC12. Apologize where delay in greeting and acknowledging customer isunavoidable

3

Establish rapportwith customers

PC13. Use appropriate language and gestures to suit the needs of customers 3

PC14. Use clear and suitably pitched communication for customers 3

PC15. Address and greet customers respectfully, by name, where appropriate andmake him/her feel at ease

4

PC16. Establish customers' needs and take appropriate action 4

PC17. Establish mutual understanding of customers' needs and potential means ofmeeting them

4

PC18. Explain any delay in responding to customers' needs so as to maintaingoodwill

4

PC19. Carry out undertakings made to customers within the promised time 4

PC20. Record and update customer records accurately and promptly 3

PC21. Deliver helpful and consistent customer service 6

PC22. Build positive relationships with customers 6

PC23. Build good working relationships with suppliers 5

Reportescalations

PC24. Complete checklists for preparation for performing duties 5

PC25. Report escalations for any unresolved issue as per escalation matrix 6

TOTAL POINTS 100


Practical 70%THC / N 0103 Transfer customers to required destination

Manage transfersof customersfrom and toarrival anddeparture points

PC1. Inform the customers about the journey details and transport arrangementfrom the meeting point to the destination

5

PC2. Assist the customers to deal with baggage transfer from the meeting point tothe boarding of the vehicles

4

PC3. Ensure travel terminal procedures and security requirements are compliedwith

7

PC4. Assist the customers in loading all the baggage onto the transport arrangedfor transfer to the destination as per the organization’s procedures

5

PC5. Escort the customer to the point of dropping as per the booking schedule andas per organization’s procedures

5

PC6. Handover the documents required to be given to customer like tickets, travelpermits, entry permissions etc.

6

PC7. Deal fairly, efficiently and promptly with questions and complaints, in linewith organization’s procedures

4

PC8. Respond to any referred customer emergencies, problems and requirementspromptly and in accordance with company policies

7

PC9. Report any situation which cannot be resolved as per escalation matrix 6

PC10. Liaise and communicate with travel agents/staff at other places whereaccommodation is arranged

5

PC11. Ensure that all customer baggage is correctly unloaded at the dropping point 5

PC12. Record any reported non-compliance with agreed standards of transferservice are accurately and promptly point out to the agencies

7

PC13. Present a professional image and treat individuals with respect at all times 5Assist customersto check-in andcheck-out ofaccommodation

PC14. Liaise with the concerned staff of the place of accommodation of thecustomers regarding the details of booking/checkout on arrival

6

PC15. Assist customers to deal with documentation required for checking-in/out ofthe place of accommodation

6

PC16. Assist the customers in dealing/communicating with the staff at the place ofaccommodation as per organization’s procedures

5

PC17. Ensure that the customers get accommodation as per the bookingarrangements or a suitable/acceptable alternative

6

PC18. Report non-compliance with standards/procedures to the appropriatepersons, where necessary

6

TOTAL POINTS 100


Practical 70%THC / N 0104 Deal with customer requirements and resolve service problemsDeal with queries PC1. Listen carefully to customer queries and dealing with them as per

organizational procedure

5

PC2. Keep calm, empathize with customer, keep customer informed to arrive at amutually acceptable solution

5

PC3. Follow up with customer and/or with staff till query is resolved 6Spot Customerproblems

PC4. Spot customer service problems 5

PC5. Listen carefully to the customers about any problem they have raised and askcustomers about the problem to check understanding

6

PC6. Recognize repeated problems and alert the appropriate authority 4

PC7. Share customer feedback with others to identify potential problems beforethey happen

6

PC8. Identify problems with systems and procedures before they begin to affectyour customers

5

Resolve customerproblems

PC9. Acknowledge the complaint, apologize for inconvenience and take promptattention to diffuse situation

6

PC10. Identify and investigate the complaint 6

PC11. Identify the options for resolving a customer service problem 5

PC12. Work with others to identify and confirm the options to resolve a customerservice problem

5

PC13. Work out the advantages and disadvantages of each option and pick the bestoption for the customer and the organization

4

PC14. Identify for the customer other ways that problems may be resolved if one isunable to help

5

PC15. Discuss and agree the options for and take action to implement the optionagreed with your customer

7

PC16. Work with others and your customer to make sure that any promises relatedto solving the problem are kept

5

PC17. Keep the customer fully informed about what is happening to resolve theproblem

6

PC18. Check with the customer to make sure the problem has been resolved totheir satisfaction

5

PC19. Give clear reasons to the customer when the problem has not been resolvedto their satisfaction

4

TOTAL POINTS 100


Practical 65%THC / N 0901 Give a positive impression of oneself and the organization

Establisheffective rapportwith customers

PC1. Meet organisation's standards of appearance and behaviour 6PC2. Greet customers respectfully and in a friendly manner 6PC3. Communicate with customers in a way that makes them feel valued and

respected

5

PC4. Treat customers courteously and helpfully at all times 5

PC5. Keep customers informed and reassured 5

PC6. Adapt behaviour to respond effectively to different customer behaviour 5Respondappropriately tocustomers

PC7. Respond promptly to a customer seeking help 5

PC8. Choose the most appropriate way to communicate with customers 5

PC9. Check with customers that their expectations have been fully understood 6

PC10. Respond promptly and positively to customers' queries and comments 6

PC11. Allow customers time to consider the response and give further explanationwhen appropriate

5

Communicateinformation tocustomers

PC12. Quickly find information that will help the customer 6

PC13. Give customer information they need about the services or products offeredby the organization

5

PC14. Recognize information that customers might find complicated and checkwhether they fully understand

5

PC15. Explain clearly to the customers any reasons why their needs or expectationscannot be met

5

Escalations ofunresolvedproblems as perprotocol

PC16. Refer the problem to a competent person/supervisor as per protocol if itcannot be resolved by the helpdesk

5

PC17. Obtain help or advice from supervisor/authorized person as per protocol ifthe problem is outside his/her area of competence or experience

4

Provide Interimfeedback tocustomer, in caseof delays

PC18. Monitor the problem and keep the customer informed about progress or anydelays in resolving the problem

5

ProcessCompliances

PC19. Comply with relevant legislation, standards, policies and procedures 6

TOTAL POINTS 100Percentage for Assessment : Theory 35%

Practical 65%THC / N 0902 Work effectively with othersWorking with PC1. Communicate with other people clearly and effectively 6

others PC2. Integrate one’s work with other people’s work effectively 8

PC3. Receive information and instructions accurately from the supervisor andfellow workers, getting clarification where required

5

PC4. Pass on accurate information to authorized persons who require it and withinagreed timescale and confirm its receipt

6

PC5. Pass on essential information to other people on timely basis 6

PC6. Consult with and assist others to maximize effectiveness and efficiency incarrying out tasks

7

PC7. Work in a way that shows respect for other people 6

PC8. Carry out any commitments made to other people 8

PC9. Identify any problems with team members and other people and take theinitiative to solve these problems

6

PC10. Follow the organisation’s policies and procedure 6

PC11. Display helpful behavior by assisting others in performing tasks in a positivemanner

6

PC12. Display active listening skills while interacting with others at work 6

PC13. Use appropriate tone, pitch and language to convey politeness, assertiveness,care and professionalism

8

PC14. Demonstrate responsible and disciplined behaviors at the workplace 8

PC15. Escalate grievances and problems to appropriate authority as per procedureto resolve them and avoid conflict

8

TOTAL POINTS 100


Practical 70%

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