Unit of competency Outline

Date retreived
22/07/2026 9:04 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 customer information and assistance

Provide customer information and assistance

Unit of competency
National Code
SITXCCS001
State Code
AWQ74
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
080501 - Sales
Original Release Date
12/07/2016
Nominal Hours
20
Description
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.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Access and update information.
  • 1.1.Source and access information on facilities, products and services.
  • 1.2.Incorporate information into day-to-day work activities.
  • 1.3.Share information with colleagues to support the efficiency and quality of service.
  • 1.4.Identify and use opportunities to update and maintain facility, product and service knowledge.
2. Assist customers.
  • 2.1.Proactively identify information and assistance needs of customers, including those with special needs.
  • 2.2.Provide accurate information in a clear, courteous and culturally appropriate way.
  • 2.3.Where appropriate, assist or instruct customers in the use of equipment and facilities according to safety requirements, or refer to relevant colleagues.
  • 2.4.Identify and use opportunities to promote internal products and services.
3. Seek feedback on services.
  • 3.1.Proactively seek customer feedback on facilities, products and services.
  • 3.2.Observe customer behaviour to inform future service developments and follow procedures for formal customer evaluation.
  • 3.3.Provide information on customer feedback to relevant colleagues.
No information
No information
Replaces
State Code National Code Title Type
WF739 SITXCCS101 Provide information and assistance Unit of competency
Replaced By
State Code National Code Title Type
OEA25 SITXCCS009 Provide customer information and assistance Unit of competency