SITXCCS401 – Enhance the Customer Service Experience

SECTION 1: PROVIDE A QUALITY SERVICE EXPERIENCE TO CUSTOMERS

Activity 1
1. Describe the emotions you feel if someone does not listen to you.

Answer will be dependent on the personal feelings of the learner but might include feeling insulted,
disappointed, not valued or frustrated.

2. List five steps you should take to help you to actively listen to find out a customer’s preferences, needs and
expectations.

 concentrate on what is being said by giving the customer full attention and refraining from focusing
on your surroundings
 make sure you are ready to listen such as go to the toilet or have a drink to ensure you are physically
comfortable and ready to give your attention to the customer
 try not to interrupt
 encourage the customer by asking appropriate questions
 help a poor speaker along—ask questions, be enthusiastic, responsive and kind
 check that you have understood by stating (in summary) what you have heard
 state what you intend to do as a result of your conversation
 if the customer is rambling and it is impossible to stay focused on what is being said interrupt
politely and ask a question which brings them back onto the topic
 communicate interest through your body language
 dismiss any prejudices you might have about the customer
 avoid making judgements about the customer before they have even begun to speak
 avoid trying to read the customer’s mind
 concentrate on the person not the haircut or clothing
 end the encounter appropriately

3. Describe a time when you have used questioning to clarify what another person has wanted, needed or
expected. What question/s did you ask? What response did you obtain?

The answer provided by the learners will depend on the situation they choose.

Example responses:
Preparing the family dinner—what would you like for dinner tonight?
Helping with homework—which bit of this equation don’t you understand?

Activity 2
1. Choose one product and one service which an organisation in the service industry might offer to customers.
Describe how you would accurately explain the features and benefits of the products/ services you chose.

The answer that is provided will depend on the products/ services selected by the learner; however, in
most cases once a feature has been stated it should be followed with its corresponding benefit.

2. Why is it important to provide accurate information to customers?

Specific laws are in place to protect consumers and to ensure that product/ services are marketed ethically
and in ways that will not disadvantage customers. Providing accurate information will help to retain
customer loyalty and improve your relationship and trust with the customer. It can also prevent the
customer from having allergic reactions if providing ingredients information for menu items.

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3. What is the name of the Australian federal agency that governs competion and consumer protection laws?
What is the name and year of your state or territory competition and consumer legislation?

The ACCC governs fair trade and consumer protection. Each state and territory will have different
competition and consumer legislation. The learner should note the name and year of the legislation for their
state or territory.

Activity 3
1. Provide five examples of how you could anticipate customer preferences, needs and expectations
throughout a service experience. Your answer should include reference to customers with socially and
culturally diverse needs.

 a customer in a rush could require instant and very quick service—they will not be interested in
upselling
 a customer from overseas with poor English could require you to use more basic English, speak
slower and physically direct them to what they require
 a customer with vision impairment could require you to read the menu to them
 a customer who uses a wheelchair requires you to pass down items from high shelves, move out
chairs so they can be placed at the table and access to ramps and toilets
 a group of people arriving at the pub in football gear could require you to turn the television channel
to football

2. What could you do if you are not able to provide products or services to customers in a timely manner?

You should let the customer know as soon as possible that you cannot provide the required products/
services. It might be appropriate to refer them elsewhere. Later you should consider the reason/s why you
could not provide the products/ services and assess whether this was reasonable.

3. Why is it important to consider organisation standards when providing products and services?

These might dictate the time frame for products/ services to be supplied. They might also provide an
indication of the type and quality of products/ services to be provided.

Activity 4
1. Using examples explain the difference between upselling and cross-selling. How can each selling technique
be used to provide additional products and services to customers?

Upselling is the technique of selling additional products to customers who only planned to buy
one or upgrading the original order. An example is suggesting that a customer have a particular
bottle of wine rather than a carafe of house wine.
Cross-selling is a sales activity that identifies and suggests related items to a customer such as
accessories or services when an initial item is purchased. An example in the service industry is
suggesting a beauty treatment when a customer books a haircut from the hotel’s spa.
By catering for customers’ needs and preferences upselling and cross-selling can be used to
tempt customers to purchase extras, add-ons and additional products and services.

2. Why is an awareness of different social and cultural backgrounds important during the sales process?

An awareness of different cultures is important when making suggestions. Sensitivity to what different
cultures accept and dislike demonstrates respect for their diversity. It is not always possible to match
perfectly the needs and preferences of every cultural group but (wherever possible) staff must seek to

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satisfy their important requirements, such as not suggesting certain meats to some members with a
particular cultural background or alcohol to others.

3. Choose five products and services and list some other products or services that you could offer to
customers as extras or add-ons.

The learners could choose a wide variety of products or services. Examples are garlic bread with a pizza, an
entrée with a main course, a plate of olives with a drink at the bar, an extra night stay at a reduced rate in a
hotel, a mini tour when booking a lengthy tour.

Activity 5
How can staff check the actioning of special requests before customer delivery and who is responsible for
this?

Records must be checked and updated regularly to ensure special requests are actioned correctly
and in a timely manner. This involves checking the details of the original request against the
delivered product/ service.
All relevant staff are responsible for checking that special requests have been actioned prior to
delivery to the customer.

Activity 6
What are the benefits of providing quality customer service experiences?

Research has repeatedly shown many benefits can be achieved by providing quality customer service
experiences including:

 increased customer retention

 reduced marketing costs
 stronger position in the marketplace
 offers a competitive advantage
 increased job satisfaction and staff morale
 increased profits

Satisfied customers spend more with a business over time. The cost of maintaining a customer’s loyalty over
time is also lower than the cost of gaining a new customer.

Activity 7
1. Explain the importance of liaising with team members.

In many organisations structuring work around teams is seen as the way to increase productivity and
improve both quality standards and customer service. This reduces or eliminates some of the old-style
hierarchical business structures, reduces the formal divisions between jobs and enables better levels of
training/ coaching/ mentoring and multiskilling staff.

2. What does it mean to use good communication skills to help you to liaise effectively with team members?

Communication between team members should be professional at all times. This means the tone and style
of voice and language is moderate. You should not use profanity, shout or speak rapidly. Active listening
skills are also important. You should face the person you are communicating with and use non-verbal
gestures such as nodding (where appropriate) to demonstrate you are paying attention.

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Activity 8
1. You work within the tourism, travel, and hospitality industries. List five situations in which it would be
appropriate to share information with others to ensure efficient service and timely and smooth workflow.

The response provided by the learner will vary depending on the industry and situations they chose. An
example might be that a member of the housekeeping staff in a hotel might tell a maintenance person that
the air conditioner in a customer’s room needs to be fixed before they return at 6.00 pm.

2. Describe three situations in which you have been required to share information with others. What
methods/ mediums did you use? How do you know that the recipient understood the information you
shared?

The response provided by the learner will vary depending on the situation they chose. For example;
providing credit card details to a motel receptionist to secure a reservation. This was done verbally over the
telephone and the receptionist repeated the card number back.

SECTION 2: PROACTIVELY RESPOND TO DIFFICULT SERVICE SITUATIONS

Activity 9
1. List five examples of problems that could occur with products or services in the tourism,
hospitality, retail, personal services and sport or recreation industry.

Responses are dependent on learner’s perception; however, response can include:

 wrong dish served

 dish not cooked properly
 unclean hotel room
 equipment broken in a hotel room
 slow service
 faulty goods
 double booking

2. List some ways in which an employee who becomes aware of a problem might report it to
management.

The employee might be required to discuss the complaint or problem with a supervisor or management or
send an email. They could be required to fill out a standard form or write a more detailed report.

3. How should an employee take action to address a problem with the delivery of products/ services?

Employees should move to neutral ground, stay calm, listen and empathise with a customer
who has experienced inadequate service. Where appropriate they should apologise.
If the employee does not have the skill, knowledge, experience or authority to deal with a
problem effectively they must notify management.

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Activity 10
1. What are some reasons why service delays might occur?

 staff shortages
 emergency situations
 miscommunication
 peak periods/ high volumes of customers
 equipment failures including power outages
 lack of trained staff
 poor processes

2. How could hospitality, tourism and travel staff proactively respond to difficult service situations
such as delays?

Depending on the reason for the delay, staff might be able to anticipate the length of the delay in product or
service provision and advise customers of this. If it appears that delays will be lengthy, offering alternative
products or services might be appropriate. Staff should ensure that the suggested alternatives are available
and be ready to respond to customers’ enquiries about the alternatives, including any additional costs
incurred. They will also need to be ready to respond to enquiries about refunds for the delayed services.

When offering alternatives, staff should empathise with the customers’ situation and speak clearly,
confidently and positively about the alternatives.

3. What constraints might hospitality, tourism and travel staff have on them in terms of proactively
offering compensation to customers for service difficulties?

The type and level of compensation offered will depend on organisational constraints including:

o costs and budgets

o feasibility of providing the solution
o authority of staff members to resolve the complaint
o compensation policy and procedures
o profitability of the intended sale

Activity 11
1. What is continuous improvement?

Continuous improvement is an ongoing cycle of change which can lead to new and improved ideas and
ways of doing things.

2. What processes might be in place for workers to provide internal feedback on service issues and
suggest improvements?

Processes that might be in place for workers to provide input to improving health and safety in the
workplace include, but are not limited to:

 raising issues at team meetings

 raising issues with team leaders/ supervisors
 submitting improvement suggestions in a suggestion box
 assisting with workplace inspections
 giving feedback on quality service policies and procedures

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 joining workplace committees or project teams set up to oversee new initiatives in the workplace

3. List five techniques workers could use to help them suggest service improvements to others?

Techniques include:

 clear and positive language

 confident
 friendly
 short sentences in a logical order
 adapt word choice and tone for different situations
 good body language such as open hands, good eye contact, plenty of smiling, good posture, and
respect for the personal space of others
 write in plain English
 use correct spelling, grammar, sentence structure and punctuation
 proofread documents
 teamwork

SECTION 3: RESOLVE CUSTOMER COMPLAINTS

Activity 12
1. List five different complaints or difficult customer service situations that have/ could arise in the
tourism, hospitality, retail, personal services and sport or recreation industry.

 problems or faults with the service or product

 delays or poor timing of product or service supply
 misunderstandings or communication barriers
 difficult or demanding customers
 customers with different or special needs or expectations
 escalated complaints

2. Why do you think it is important to build a rapport with customers especially when dealing with
customer complaints? Explain your answer in detail.

Responses are dependent on learner’s perception; however, response can include the customer needing to
develop a relationship of trust.

3. What is the importance of using open questions when trying to clarify the cause and details of a
customer’s complaint?

Open questioning will allow the customer to give more detailed answers.

4. Describe three questioning techniques which can be used to establish and agree on the nature,
possible cause and details of a customer’s complaint.

The learner could describe techniques including open, closed, probing and hypothetical and leading
questions.

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Activity 13
1. Why do you think it is important to show empathy towards customers when dealing with customer
complaints? Explain your answer in detail.

Communicating with empathy means that you must be able to appreciate the situation put before you by
the customer and be able to put yourself in the customer’s position. You must show understanding of how
the situation feels from the customer’s point of view.

If you show empathy customers are more likely to feel that their complaint has been taken seriously and
their problem will be properly resolved.

2. What communication techniques can be used to assist in the management of a customer’s

complaint?

Communication techniques can include but are not limited to:

 listening and active listening

 asking questions to gain information, clarify ambiguities and adequately understand requirements
 rephrasing and repeating questions, requests and statements to confirm that they have been
correctly understood
 empathising with the customer’s situation while upholding customer policy
 non-verbal communication and recognition of non-verbal signs
 using communication techniques appropriate to different social groups
 ability to speak clearly, be understood and use appropriate language, style and tone

3. What types of body language and non-verbal communication should you use and not use whilst
handling a complaint?

Responses are dependent on learner’s perception; however, response can include do not stand above the
customer. Do not cross your arms or scorn. Keep a neutral face and continuous eye contact. Do not become
distracted and look around your surroundings.

4. Describe why it is important to handle complaints sensitively and courteously.

Responses are dependent on learner’s perception; however, response can include sensitivity and politeness
help to diffuse the situation. They show you care and want to help. Sensitivity and courteousness exhibit
professionalism that is essential when handling complaints.

5. Describe how you might deal with a customer’s complaint discreetly. Why is it important to handle
a complaint discreetly?

Responses are dependent on learner’s perception; however, response can include being
discreet ensures other customers do not overhear and gives the customers a chance to speak
their mind freely.
Wherever possible deal with customer complaints in a private area of the organisation. Do not
allow others to overhear a customer who is expressing their anger by yelling. Give them your
full attention and do not become distracted.

Activity 14
1. What types of organisational constraints could impact on handling customer complaints?

Organisational constraints that could affect your ability to handle complaints can include:

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 policies and procedures
 costs and budgets
 feasibility
 job role and responsibility

2. Suggest what procedures a member of staff should follow if they do not have authority to resolve a
complaint to a customer’s satisfaction.

Responses are dependent on learner’s perception; however, response can include the staff
member should apologise to the customer and advise them that the matter must be referred to
another person and why this is the case. For example, ‘Mrs Spencer I am sorry I will not to be
able to resolve this for you today but I need my manager to authorise the refund and they are
not here today’.
The customer should be told what will happen next and given a time frame for this occurring.
For example, ‘Mrs Spencer I will speak to my manager about this tomorrow and when the
refund has been authorised I will ring you to let you know that it has been processed’.
In some cases you will be unable to resolve a complaint to the customer’s satisfaction.
Regardless of the outcome and of the customer’s attitude you must remain polite and
courteous. The staff member must clearly explain why the complaint cannot be resolved and
apologise to the customer for any inconvenience. They should be firm but not aggressive. They
should end all conversations with the customer pleasantly.

3. Consider this statement:

To deliver quality customer service you must always find a solution to a complaint in line with the
customer’s wishes. Do you agree? Explain.

The learner should recognise that there are circumstances in which it is not appropriate to resolve a
complaint in accordance with a customer’s wishes. For example, their expectations might be unreasonable
or the product/ service they seek might no longer be available.

4. Describe three decision-making tools you could use to determine possible options to resolve a
complaint.

The learner could refer to options including brainstorming, situational SWOT analysis and the scenario
technique.

Activity 15
How can you prevent complaints from escalating?

Responses are dependent on learner’s perception; however, response can include handle complaints quickly
and by yourself when possible and follow organisation procedures. Do not assume you know what the
customer wants—ask them. Get them to agree on the solution and ensure it is to their satisfaction.

Activity 16
1. How does feedback from customer complaints contribute toward continuous improvement?

Feedback from customers can be used to identify problems in services and/or products and effect
improvements.

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2. Why should complaints be seen as an opportunity to provide high quality customer service?

Complaints provide you with an opportunity to exceed the customers’ expectations and handle the
complaint in ways that they will remember the experience in a positive light. They could be more likely to
come back to the organisation and spread positive word of mouth.

3. How can you turn a complaint into an opportunity to provide high quality customer service?

Address their complaint in a timely manner. Listen to the customer and clarify the issue. Determine what
the customer wants. Apologise if appropriate to do so. Use the customer’s name if you know it. Resolve the
complaint to the customer’s satisfaction if able to do so. Escalate the complaint to a supervisor or manager
if necessary. Offer discounts or compensation if appropriate.

Activity 17
1. List some ways in which you might provide feedback about complaints to a supervisor or manager
to reduce the likelihood of complaints in the future.

You can discuss the complaints with them on an ad hoc or informal basis. You can discuss all complaints
received at a weekly/ monthly meeting. You can provide copies of customer feedback forms and written
complaints. You can summarise these in a report or on a standard form.

2. Why is it necessary to reflect on and evaluate complaints and solutions implemented by managers?

This can help you to address future complaints or difficult service situations more
appropriately. It can help you to learn new strategies.
As a frontline employee you might be aware of issues which could have an impact on the
proposed solution with which the manager is not aware.

SECTION 4: DEVELOP A CUSTOMER RELATIONSHIP

Activity 18
1. Suggest types of promotional initiatives that could be implemented in the tourism, hospitality or
travel industries.

Responses are dependent on learner’s perception; however, response can include:

 offering items of complementary importance with each purchase

 loyalty programs
 sell upgrades
 offer extended warranties
 risk reversal
 create special offers for past customers
 cross-overs with other organisations
 get as much free publicity as possible as often as possible
 remember your customers at holiday time

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2. Provide three examples of enhanced products and services you could provide to current customers
based on client information.

Responses are dependent on learner’s perception; however, examples can include your client
information details that a guest is lactose intolerant. Therefore in the kitchen of their hotel
room you will provide them with lactose free milk prior to them informing you of this fact.
When receiving a takeaway food order with delivery you notice on the database that the
customer always has a large drink delivered. You can then ask before they order if they will be
having the same drink this time.
You are aware that one of the clients at the gym is away for six months of the year. You could
look at offering them a flexible membership or reduced cost due to their work commitments.

3. Describe why it is important to consider customer information before you implement promotional
initiatives.

Customer information can help you to determine customer’s needs and preferences. This knowledge is
necessary to allow you to target the organisation’s promotional initiatives appropriately.

Activity 19
1. Describe three instances in which recording information about a customer can help you to provide
them with personalised service.

Responses are dependent on learner’s perception; however, the learner could refer to a variety of
situations. For example, they could describe a situation whereby in the past a customer has requested a no
smoking room. When booking into the organisation the next time they might be asked ‘I see that the last
time you were with us you stayed on a no smoking floor. Would you like a no smoking room again this
time?’

2. What type of information could be recorded to allow you to provide a customer with personalised
service?

 customer’s name, address and contact details

 description of the product/ service experienced
 total cost
 payment options agreed on/ details of invoicing procedures
 any special conditions
 customer choices, preferences and expectations—such as favourite products, rooms, additional
requirements and special needs
 comments and feedback provided

3. What are the benefits of developing rapport with customers?

Developing rapport helps customers to feel valued and important to you and the organisation. It can also
deliver increased sales as customers’ needs, wants and expectations are more likely to be met.

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Written / Oral Questions

1. Identify an organisation that you consider provides quality customer service experiences. What
service principles set this organisation apart from others?

Response will vary depending on the learner’s chosen organisation.

Service principles that set the identified organisation apart from others might include:
 greeting customers personally
 response times
 skill and knowledge level of staff
 friendliness of staff
 cleanliness of premises
 response to complaints/ feedback

2. What are the benefits of positive communication from staff members during the customer service
experience?

Positive communication from staff members enhances customer service experiences as it helps to build
rapport and trust and also indicates a willingness to help the customer.

3. What techniques can customer service staff use to anticipate customer preferences, needs and
expectations throughout the service experience?

Learners should suggest basic demographics of the target market for each age, education, gender and social
stratification. They should also address needs and benefits these customers want from each product/
service.

4. What is the value to a business of feedback from customers about their customer service
experiences?

Customer feedback gives staff the information needed to assess whether their product/ service
is meeting customer expectations. They can measure levels of customer satisfaction and where
these levels do not meet expected standards improvements can be made.
Customer feedback in the form of complaints or problems can be analysed to show any trends
or particular areas of concern. Once an area of concern has been identified you can evaluate it
to determine whether changes are necessary. Customer complaints can also be used as an
opportunity to impress a customer who has been disappointed with the organisation in the
past. By dealing with a complaint quickly, fairly and responsibly it is possible to convince a
disgruntled customer that those within the organisation can be trusted to respond to their
concerns appropriately.

Customer feedback provides the information necessary for:

 identifying problems and generating problem solutions

 assessing individual and organisational performance
 initiating quality control measures
 managing operations
 developing continuous improvement activities
 designing and developing reward and recognition systems for employees
 developing and planning for new goals
 managing finances and capital resources effectively
 exploiting current successes and taking advantage of new opportunities
 determining the future buying needs of current and potential customers

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5. Identify a socially or culturally diverse customer and describe what their expectations of quality
customer service experiences from staff in the hospitality, tourism or travel industries might be.

 a person with a vision impairment could require help reading the menu
 a person who uses a wheelchair might expect you to remove a seat at the table so they can put their
wheelchair there
 a person who does not speak English well might expect you to speak slower, more clearly and use
basic language

6.Briefly outline the conflict resolution process?

The conflict resolution process involves:

 establishing and agreeing on the nature, possible, cause and details of the complaint
 assessing the impact on the customers
 handling the complaint sensitively, courteously and discreetly
 taking responsibility for finding a solution to the complaint
 determining options to resolve the complaint
 deciding on the best solution taking into account organisational constraints
 checking for customer satisfaction
 providing internal feedback on complaints
 reflecting on and evaluating complaints and solutions

7. What are some different ways that the hospitality, travel or tourism industries promote products
and services?

Ways in which the hospitality, travel and tourism industries promote products and services include:

 reward systems and loyalty programs

 promotions and specials
 online promotions
 linking products and services to major events or specific times of the year; for example cheap flights
to Darwin during the wet season

8.Describe a client reward system such as a loyalty program that you have encountered in the service
industry.

 frequent sippers coffee loyalty cards

 10% off customer loyalty cards
 store credit cards
 buy one, get one free

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Projects
Project 1
Develop a basic customer service training manual for a service organisation of your choice. The organisation
should be in the tourism, hospitality, retail, personal services and sport or recreation industry.

The training manual can be presented by the method of your choice—written, computerised, PowerPoint,
DVD video.

The customer service information that needs to be covered in the training manual includes but is not limited
to:

1) Description of the organisation and types of products/ services offered.

2) Professional service standards expected of service industry personnel.
3) How staff should share product and service information and suggestions with colleagues and
supervisors. The communication channels and mediums for communication.
4) Description of the basic target market including preferences, needs and expectations.
5) Competition and consumer legislation and how staff can offer accurate information about
products and services.
6) Service steps staff can follow—greeting and offer of assistance.
7) Types of socially and culturally diverse customers they could encounter and effective
communication techniques for service delivery.
8) Details of organisational goals and promotional focus.
9) Team working and liaising with other staff members.
10) Methods to handle customer complaints including individual staff responsibility, authority,
organisational constraints and timing. Provide them with example complaints and solutions.
11) Communication techniques to use whilst handling complaints.
12) To whom staff should report complaints and what feedback to report.
13) How and where to record customer information.
14) List and description of promotional initiatives and how they are to be implemented.
15) How staff can provide enhanced products and services to clients and customers based on
customer information.
16) Techniques for developing customer relationships.

(Assessment to be validated )

Completion of this project will require learners to address each of the following:

 professional service standards expected of service industry personnel

 using formal and informal research to develop and maintain knowledge of products and services
 using customer feedback and workplace observation to evaluate products, services and promotional
initiatives
 identifying changes in customer preferences, needs and expectations
 developing methods for product and service adjustments to meet customer needs
 determining and clarifying customer preferences, needs and expectations
 offering accurate information about appropriate products and services to customers
 anticipating customer preferences, needs and expectations
 identifying problems in products and services and taking action immediately to address them
 liaising with team members to ensure timely and efficient service
 managing customer complaints effectively and efficiently
 taking responsibility for finding a solution to a complaint within the scope of individual responsibility

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 turning complaints into opportunities to demonstrate high quality customer service
 providing feedback on complaints to appropriate personnel in order to avoid future occurrence
 recording customer information where appropriate to provide personalised service
 developing and maintaining knowledge of customer profiles

Practical assessment
To be completed as well as the theory assessment.

This activity involves practical demonstration of tasks to your supervisor, trainer or assessor. Download and
print the Practical Assessment sign off sheet here for completion and submit it to your assessor by suitable
negotiated method (eg fax/ mail).

Record details of the practical demonstration including date conducted, the supervisor/ assessor present and
sign off form submission details in the answer box provided.

Negotiate, with your assessor, a time and place – either in an actual or simulated workplace - to demonstrate
these skills. Your assessor will draw up and provide you, ahead of time, with a properly contextualised task
list that will enable demonstration of the required skills and knowledge. You can use this when preparing for
the assessment and it can be used as a checklist during the assessment.

Answer requires a practical response and trainer/ assessor verification of the participant’s skills. Participant
should provide details of practical demonstration including date conducted, the supervisor/ assessor present
and sign off form submission details by suitable negotiated method (eg form submitted by fax/ mail/ email).

(Assessment to be validated .)

Assessor instructions.

The practical assessment should cover all of the performance criteria for this study unit.

Assessors should ensure that they prepare and disseminate task lists that are relevant to the industry/
employment context. These should be in plain English and provide adequate information about the
assessment environment, resources required for assessment and the performance standards relevant to the
qualification.

Assessors should provide clear advice to candidates for assessment regarding the structure of the
assessment, the number of times performance must be observed, the performance expectations and the
amount or type of assistance candidates can expect.

If the practical assessment does not fully address all the PCs assessors should ask questions to determine the
extent of the candidate’s knowledge. They should make notes regarding candidate responses.

Instructions and checklists, relevant to the contextualised practical tasks to be demonstrated, should be given
to candidates well ahead of the agreed assessment time, so that candidates can prepare properly.

Candidates must also demonstrate LLN skills commensurate with the qualification level.

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