Provide customer information and assistance
Note: SITXCCS009 supersedes SITXCCS001
Unit Code: SITXCCS009
This accredited training resource supports Australian Registered Training Organisations (RTOs) in delivering nationally recognised vocational education and training (VET).
The resource includes:
Information on Catapult resources is available in the Catapult Knowledge Base.
Available in print and online.
This resource is available as a hardcopy (printed) book in Learner Guide and Trainer/Assessor Guide variants, and for online delivery and assessment through Catapult LMS. Contact us to learn more.
Important: RTOs are responsible for validating all training and assessment resources against their own Training and Assessment Strategy (TAS) and relevant regulatory requirements.
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, events, 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.
The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.
No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Skills must be demonstrated in an operational customer service environment in a service based industry. This can be:
Assessment must ensure access to:
Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.
$17.00 inc GST
