Unit of competency Outline

Date retreived
22/07/2026 9:32 PM AWST

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Interact with customers

Interact with customers

Unit of competency
National Code
SITXCCS011
State Code
OEA24
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
10/06/2022
View on TGA
State Implementation and Classification
Approved Date
18/10/2022
Field of Education
120301 - Social And Interpersonal Skills Programmes
Original Release Date
18/10/2022
Nominal Hours
20
Description
This unit describes the performance outcomes, skills and knowledge required to deliver fundamental customer service to both internal and external customers. It requires the ability to greet and serve customers, and respond to a range of basic customer service enquiries, including routine customer problems.The unit applies to frontline service personnel who operate under close supervision and with guidance from others. They provide routine customer service and would not be expected to respond to complex customer requests or complaints.The unit applies to 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. Greet and serve customers.
  • 1.1. Prioritise customers ahead of other workplace duties.
  • 1.2. Greet customers according to organisational customer service standards.
  • 1.3. Communicate with customers in a clear and professional manner.
  • 1.4. Explain and match products and services to customer needs.
2. Work with others to deliver service.
  • 2.1. Identify personal limitations in serving the needs of customers and seek assistance from others where appropriate.
  • 2.2. Follow directions of supervisors and managers to deliver quality service.
  • 2.3. Resolve routine customer problems according to own level of responsibility and organisational policy.
  • 2.4. Escalate other service issues to a higher level staff member for action in line with organisational procedures.
3. Provide feedback on customer service.
  • 3.1. Report service issues and customer problems as they arise.
  • 3.2. Provide customer feedback to relevant supervisors or managers.
No information
No information
Replaces
State Code National Code Title Type
AWQ72 SITXCCS003 Interact with customers Unit of competency
State Code National Code Title Type
BHS1 SIT20421 Certificate II in Cookery Qualification
BHT0 SIT20322 Certificate II in Hospitality Qualification
BOE6 SIT20125 Certificate II in Tourism Qualification
BHS3 SIT20122 Certificate II in Tourism Qualification