SITXCCS001
Provide customer information and assistance (Superseded)
Note: SITXCCS001 is superseded by SITXCCS009
This unit is an accredited training resource consistent with the Nationally Recognised Training requirements for Vocational Education and Training (VET) and is ideal for Registered Training Organisations (RTOs) in Australia. It consists of Learning Resource Material (instructional theory), an Assessment Workbook, and information about assessment mapping to the Performance Criteria, Knowledge Evidence, and Performance Evidence requirements of this accredited unit.
Our SITXCCS001 training product is available for purchase as a hardcopy (printed) book in both Learner Guide and Trainer/Assessor Guide variants. This unit is available for enrolment and online training/assessment via Catapult LMS (Learning Management System). NOTE: If you are a training provider, please do your own validation, in accordance with your Training and Assessment Strategy (TAS).
$15.00 inc GST
Unit information about the SITXCCS001 training material in this resource
SITXCCS001 information from training.gov.au.
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:
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an industry workplace
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a simulated industry environment
Assessment must ensure access to:
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business equipment:
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computers
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telephones
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sources of information on facilities and services
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organisational specifications for customer service standards
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customers from different cultural backgrounds with whom the individual can interact; these can be:
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customers in an industry workplace during the assessment process; or
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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
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Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.