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)
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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
Qualifications Pack For Customer Service Executive (Meet and Greet)
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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
Qualifications Pack For Customer Service Executive (Meet and Greet)
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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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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
THC/ N 0101 : Plan and prepare for meet and greet services
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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
1. Hotels2. Travel and Tours3. Restaurants4. Facility Management5. Cruise Liners
Last reviewed on
Occupation Customer Service Next review date 31/10/15
THC/ N 0102 : Meet & greet customers and develop and maintain positiverelationship with them
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NOSNational Occupational Standards
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Overview
This unit describes the essential competence of greeting, developing and maintainingpositive relationships with customers.
National OccupationalStandard
THC/ N 0102 : Meet & greet customers and develop and maintain positiverelationship with them
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Unit Code THC / N 0102
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.
Scope This unit/task covers the following:
Activities covered: meet and greet customer establish rapport with customers report escalations
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 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
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 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
THC/ N 0102 : Meet & greet customers and develop and maintain positiverelationship with them
4 | P a g e
NOSNational Occupational Standards
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. 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
for the visitKB25. importance of keeping to time during a visit and behaving appropriately
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
THC/ N 0102 : Meet & greet customers and develop and maintain positiverelationship with them
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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)
A. Core Skills/Generic Skills
Oral Communication (Listening and Speaking skills)
The user/individual on the job needs to know and understand how to:SA1. communicate effectively with others when carrying out tasksSA2. discuss task lists, schedules, and work-loads with co-workersSA3. question customers appropriately in order to understand the nature of the
query or a problem and make a diagnosisSA4. check and clarify task-related informationSA5. liaise with appropriate authorities using correct protocolSA6. communicate with people in respectful form and manner in line with
organizational protocolSA7. avoid using jargon, slang or acronyms when communicating with a customer,
unless it is requiredSA8. communicate with the customer in the language known to the customer
B. Professional Skills 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)SB1. identify immediate or temporary solutions to resolve delays
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
THC/ N 0102 : Meet & greet customers and develop and maintain positiverelationship with them
6 | P a g e
NOSNational Occupational Standards
NOS Version Control
NOS Code THC / N 0102
Credits(NSQF) Version number 1.0
Industry Tourism and Hospitality Drafted on 04/07/14
Industry Sub-sector
1. Hotels2. Travel and Tours3. Restaurants4. Facility Management5. Cruise Liners
Last reviewed on
Occupation Customer Service Next review date 31/10/15
THC/ N 0103 : Transfer customers to required destination
1 | P a g e
NOSNational Occupational Standards
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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.
National OccupationalStandard
THC/ N 0103 : Transfer customers to required destination
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Unit Code THC / N 0103
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.
Scope This unit/task covers the following:
Activities covered: manage transfers of customers from and to arrival and departure points assist customers to check-in and check-out of accommodation
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 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
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 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. 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
for the visitKB16. importance of keeping to time during a visit and behaving appropriately
THC/ N 0103 : Transfer customers to required destination
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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)
A. Core Skills/Generic Skills
Oral Communication (Listening and Speaking skills)
The user/individual on the job needs to know and understand how to:SA1. communicate effectively with others when carrying out tasksSA2. discuss task lists, schedules, and work-loads with co-workersSA3. question customers appropriately in order to understand the nature of the
query or a problem and make a diagnosisSA4. check and clarify task-related informationSA5. liaise with appropriate authorities using correct protocolSA6. communicate with people in respectful form and manner in line with
organizational protocolSA7. avoid using jargon, slang or acronyms when communicating with a customer,
unless it is requiredSA8. communicate with the customer in the language known to the customer
B. Professional Skills Problem Solving
THC/ N 0103 : Transfer customers to required destination
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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)SB1. identify immediate or temporary solutions to resolve delays
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 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
THC/ N 0103 : Transfer customers to required destination
6 | P a g e
NOSNational Occupational Standards
NOS Version Control
NOS Code THC / N 0103
Credits(NSQF) Version number 1.0
Industry Tourism and Hospitality Drafted on 04/07/14
Industry Sub-sector
1. Hotels2. Travel and Tours3. Restaurants4. Facility Management5. Cruise Liners
Last reviewed on
Occupation Customer Service Next review date 31/10/15
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.
National OccupationalStandard
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Unit Code THC / N 0104
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.
Scope This unit/task covers the following:
Activities covered: deal with queries spot Customer problems resolve customer problems
Performance Criteria(PC) w.r.t. the Scope
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
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 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
work areaKA6. relevant people and their responsibilities within the work areaKA7. 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. 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
THC/ N 0104 : Deal with customer requirements and resolve service problems
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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]
A. Core Skills/Generic Skills
Oral Communication (Listening and Speaking skills)
The user/individual on the job needs to know and understand how to:SA1. communicate effectively with others when carrying out tasksSA2. discuss task lists, schedules, and work-loads with co-workersSA3. question customers appropriately in order to understand the nature of the
query or a problem and make a diagnosisSA4. check and clarify task-related informationSA5. liaise with appropriate authorities using correct protocolSA6. communicate with people in respectful form and manner in line with
organizational protocolSA7. avoid using jargon, slang or acronyms when communicating with a customer
B. Professional Skills 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)SB1. identify immediate or temporary solutions to resolve delays
THC/ N 0104 : Deal with customer requirements and resolve service problems
5 | P a g e
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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 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
THC/ N 0104 : Deal with customer requirements and resolve service problems
6 | P a g e
NOSNational Occupational Standards
NOS Version Control
NOS Code THC / N 0104
Credits(NSQF) Version number 1.0
Industry Tourism and Hospitality Drafted on 04/07/14
Industry Sub-sector
1. Hotels2. Travel and Tours3. Restaurants4. Facility Management5. Cruise Liners
Last reviewed on
Occupation Customer Service Next review date 31/10/15
THC/ N 0901: Give a positive impression of oneself and theorganization
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NOSNational Occupational Standards
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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.
National OccupationalStandard
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Unit Code THC / N 0901
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.
Scope This unit/task covers the following:
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
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
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
Knowledge and Understanding (K)
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
B. TechnicalKnowledge
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
Skills (S) [Optional]
A. Core Skills/ Communication skills (reading and Writing )
THC/ N 0901: Give a positive impression of oneself and theorganization
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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
Oral Communication (Listening and Speaking skills)
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
The user/individual on the job needs to know and understand how to:SB1. make decisions pertaining to the concerned area of work
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
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 customer centric approach
Problem Solving
The user/individual on the job needs to know and understand how to:SB5. think through the problem, evaluate the possible solution(s) and suggest an
optimum /best possible solution(s)SB6. identify immediate or temporary solutions to resolve delays
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
THC/ N 0901: Give a positive impression of oneself and theorganization
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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
THC/ N 0901: Give a positive impression of oneself and theorganization
6 | P a g e
NOSNational Occupational Standards
NOS Version Control
NOS Code THC / N 0901
Credits(NSQF) Version number 1.0
Industry Tourism and Hospitality Drafted on 04/07/14
Industry Sub-sector
1. Hotels2. Travel and Tours3. Restaurants4. Facility Management5. Cruise Liners
Last reviewed on
Occupation Customer Service Next review date 31/10/15
THC/ N 0902: Work effectively with others
1 | P a g e
NOSNational Occupational Standards
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Overview
This unit covers basic competencies and practices that improve effectiveness of working withothers at the work place.
National OccupationalStandard
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2 | P a g e
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Unit Code THC / N 0902
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.
Scope This unit/task covers the following:
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
Element Performance Criteria
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
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. reporting structure, inter-dependent functions, lines and procedures in the
work areaKA3. relevant people and their responsibilities within the work areaKA4. escalation matrix and procedures for reporting work and employment related
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
B. TechnicalKnowledge
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
THC/ N 0902: Work effectively with others
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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
Skills (S) [Optional]
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
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)SB2. identify immediate or temporary solutions to resolve delays
Analytical Thinking
The user/individual on the job needs to know and understand how to:SB3. apply, analyze, and evaluate the information gathered from observation,
experience, reasoning, or communication, as a guide to thought and action
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
The user/individual on the job needs to know and understand how to:SB5. manage relationships with customers who may be stressed, frustrated,
confused, or angrySB6. build customer relationships and use customer centric approach
Problem Solving
The user/individual on the job needs to know and understand how to:SB7. think through the problem, evaluate the possible solution(s) and suggest an
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
The user/individual on the job needs to know and understand how to:SB10. apply, analyze, and evaluate the information gathered from observation,
experience, reasoning, or communication, as a guide to thought and action
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NOS Version Control
NOS Code THC / N 0902
Credits(NSQF) Version number 1.0
Industry Tourism and Hospitality Drafted on 04/07/14
Industry Sub-sector
1. Hotels2. Travel and Tours3. Restaurants4. Facility Management5. Cruise Liners
Last reviewed on
Occupation Customer Service Next review date 31/10/15
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
technologyconsul t ing
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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
Percentage for Assessment : Theory 30%
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
Percentage for Assessment : Theory 30%
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
Percentage for Assessment : Theory 35%
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
Percentage for Assessment : Theory 30%
Practical 70%