SITXCCS001

Application

This unit describes the performance outcomes, skills and knowledge required to provide customers with information and assistance on facilities, products and services.

The unit applies to frontline service personnel working in a range of tourism, travel, hospitality, entertainment and cultural contexts. Information and assistance are often provided face-to-face, but may be by telephone or other remote mechanisms.

Customer service personnel working under supervision undertake this function, but the unit is also relevant to those working in operational roles where customer service may not be the main focus of work, e.g. animal handlers in a zoo or technicians in a theatre.

Unit mapping information

SITXCCS101 Provide information and assistance

Licensing, legislative, regulatory or certification requirements

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Foundation skills

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit sector or competency field

Cross-Sector—Client and Customer Service

Prerequisite, co-requisite or interdependent assessment of units

Not applicable

Assessment conditions

Skills must be demonstrated in an operational customer service environment in a service based industry such as tourism, travel, hospitality or events. This can be:

• an industry workplace
• a simulated industry environment

Assessment must ensure access to:

• business equipment:

  • computers

  • telephones

• sources of information on facilities and services
• organisational specifications for customer service standards
• customers from different cultural backgrounds with whom the individual can interact; these can be:

  • customers in an industry workplace during the assessment process; or

  • individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.