Unit of competency Outline

Date retreived
23/07/2026 1:32 AM AWST

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Interact with customers

Interact with customers

Unit of competency
National Code
SITXCCS003
State Code
AWQ72
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
120301 - Social And Interpersonal Skills Programmes
Original Release Date
12/07/2016
Nominal Hours
5
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.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
WF741 SITXCCS202 Interact with customers Unit of competency
Replaced By
State Code National Code Title Type
OEA24 SITXCCS011 Interact with customers Unit of competency