Unit of competency Outline

Date retreived
22/07/2026 10:29 AM 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.

Respond to a customer in crisis

Respond to a customer in crisis

Unit of competency
National Code
SITXCRI001
State Code
AWQ61
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
03/03/2016
View on TGA
State Implementation and Classification
Approved Date
12/07/2016
Field of Education
110101 - Hospitality
Original Release Date
12/07/2016
Nominal Hours
5
Description
This unit describes the performance outcomes, skills and knowledge required to identify the ramifications of a crisis on a customer and to respond with assistance and support. It requires the ability to identify and interpret information relevant to the crisis, provide customer crisis care, and organise operational services to assist the customer in crisis.The crisis would be significant and could involve the death, injury, illness or psychological trauma of a customer. It does not cover more operational circumstances, such as the loss of travel documents, passports and money.This unit applies to individuals who operate independently or with limited guidance from others. This includes senior tour coordinators, senior travel consultants, hotel duty managers, guides, and tour managers who are able to use significant discretion and judgement to respond to customer crises.The unit applies to all tourism, travel, hospitality and event sectors. It has particular application to accommodation providers, tour operators, travel agencies and inbound tour operators.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Identify and acknowledge the crisis.
  • 1.1.Determine scope and severity of customer crisis.
  • 1.2.Consider impacts on customer ability to continue in service participation.
  • 1.3.Consider impacts on other customers.
  • 1.4.Access and interpret information relevant to crisis.
  • 1.5.Acknowledge the incident as a customer crisis and communicate details to key people.
2. Provide customer crisis care.
  • 2.1.Identify symptoms of customer trauma.
  • 2.2.Monitor and assess severity of customer trauma.
  • 2.3.Communicate with affected customer in line with organisational customer care, and communication and confidentiality standards.
  • 2.4.Provide recommendations to customer in a manner consistent with customer care standards.
3. Organise services to assist customer.
  • 3.1.Develop an action plan to manage the crisis.
  • 3.2.Promptly identify and access sources of assistance.
  • 3.3.Assist the customer to access service providers.
  • 3.4.Minimise disruption to other customers and maintain their services.
  • 3.5.Organise operational services to assist customer in crisis.
  • 3.6.Involve key people in managing customer crisis and integrate their perspectives.
  • 3.7.Provide explicit details of progress with and final confirmations of operational services to customer and other key people.
4. Evaluate and debrief customer crisis management.
  • 4.1.Evaluate crisis management process to determine effectiveness of response.
  • 4.2.Debrief and complete all reports.
  • 4.3.Provide recommendations for improvements to future crisis management practices.
  • 4.4.Seek assistance to cope with own or colleagues’ personal trauma experienced during crisis.
No information
No information
Replaces
State Code National Code Title Type
WF752 SITXCRI401 Respond to a customer in crisis Unit of competency
Replaced By
State Code National Code Title Type
OEB39 SITXCRI003 Respond to a customer in crisis Unit of competency