Unit of competency Outline
Date retreived
22/07/2026 10:00 PM AWST
22/07/2026 10:00 PM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Provide service to customers
Provide service to customers
Unit of competency
National Code
SITXCCS014
SITXCCS014
State Code
OEA19
OEA19
TGA Status
Current
Current
DTWD Status
Approved
Approved
State Implementation and Classification
Approved Date
18/10/2022
Field of Education
110101 - Hospitality
Original Release Date
18/10/2022
Nominal Hours
25
Description
This unit describes the performance outcomes, skills and knowledge required to communicate effectively with and provide quality service to both internal and external customers. It requires the ability to establish rapport with customers, determine and address customer needs and expectations, and respond to complaints.The unit applies to those frontline service personnel who deal directly with customers on a daily basis and who operate with some level of independence and under limited supervision.This includes individuals working in a range of tourism, travel, hospitality and events contexts.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.
Notes
Elements and Performance Criteria
1. Communicate with internal and external customers.
- 1.1. Communicate with customers in a professional manner within designated response times using appropriate verbal and non-verbal communication.
- 1.2. Observe and respond to non-verbal communication of customers.
- 1.3. Use active listening and questioning to facilitate effective two-way communication.
- 1.4. Select a medium of communication appropriate for the customer and situation.
2. Follow defined organisational standards when delivering service.
- 2.1. Practise high standards of personal presentation and hygiene according to organisational requirements.
- 2.2. Follow organisational customer service policies and procedures.
- 2.3. Adhere to professional standards expected of service industry personnel.
3. Provide service to customers.
- 3.1. Establish rapport with customer to promote goodwill and trust during service delivery.
- 3.2. Identify customer needs and expectations, including customers with special needs.
- 3.3. Promptly meet all reasonable customer needs and requests.
- 3.4. Identify and anticipate operational problems and take action to minimise the effect on customer satisfaction.
- 3.5. Recognise and act upon opportunities to deliver additional levels of service beyond customer’s immediate request.
4. Respond to customer complaints.
- 4.1. Proactively recognise customer dissatisfaction and take swift action to avoid escalation to a complaint.
- 4.2. Respond to customer complaints in a professional manner.
- 4.3. Identify solutions in consultation with customer.
- 4.4. Resolve complaints according to own level of responsibility and organisational policy.
- 4.5. Escalate complex service issues to higher level staff for action.
5. Provide internal feedback on customer service practices.
- 5.1. Provide ongoing internal feedback on service practices, policies and procedures, and suggest improvements.
- 5.2. Identify individual and recurring complaints and provide internal feedback to avoid future occurrence.
No information
No information
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| AWQ68 | SITXCCS006 | Provide service to customers | Unit of competency |