Unit of competency Outline

Date retreived
22/07/2026 9:18 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 quality service

Provide quality service

Unit of competency
National Code
SISXCCS001
State Code
AVD22
TGA Status
Replaced
DTWD Status
Transition (Replaced)
Current Release Number
1.00
Current Release Date
03/09/2015
View on TGA
State Implementation and Classification
Approved Date
14/04/2016
Field of Education
092103 - Sports Coaching, Officiating And Instruction
Original Release Date
14/04/2016
Nominal Hours
25
Description
This unit describes the performance outcomes, skills and knowledge required to address needs and expectations of clients and colleagues, promote programs, services and facilities, and respond to conflict and client complaints. This unit applies to individuals working in a range of customer service roles in the sport, fitness or recreation industries. This includes individuals working in gyms, aquatic centres, community centres or indoor activity centres, as well as to those working as instructors, trainers or guides and volunteers in indoor and outdoor settings. These individuals undertake work according to relevant legislation and organisational policies and procedures.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Address client needs and expectations.
  • 1.1 Recognise and confirm client preferences, needs and expectations.
  • 1.2 Source and provide relevant information about programs, services and facilities to match client requirements.
  • 1.3 Meet all reasonable client needs and requests in a timely and professional manner.
  • 1.4 Encourage clients to ask questions and address these as required.
2. Provide quality service experience.
  • 2.1 Organise, confirm and record appointments for clients to their satisfaction.
  • 2.2 Provide professional and personalised service to ensure a quality experience for clients.
  • 2.3 Anticipate client preferences, needs and expectations throughout the provision of services.
  • 2.4 Confirm client satisfaction in a timely manner and implement appropriate adjustments to service as required.
  • 2.5 Promote repeat business to clients by offering continued service or offers of alternatives.
  • 2.6 Maintain records of client service provided.
3. Resolve customer complaints.
  • 3.1 Recognise client dissatisfaction, conflicts or complaints promptly and take action to resolve the issue.
  • 3.2 Respond to client complaints professionally and refer to appropriate personnel as required.
  • 3.3 Discuss unresolved concerns with client and prepare plan of action if appropriate.
No information
No information
Replaces
State Code National Code Title Type
D6182 SISXCCS201A Provide customer service Unit of competency
D6218 SISFFIT302A Provide quality service in the fitness industry Unit of competency
Replaced By
State Code National Code Title Type
OEN63 SISXCCS004 Provide quality service Unit of competency