Unit of competency Outline

Date retreived
22/07/2026 4:37 PM AWST

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Provide quality service

Provide quality service

Unit of competency
National Code
SISXCCS004
State Code
OEN63
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
13/12/2022
View on TGA
State Implementation and Classification
Approved Date
14/08/2023
Field of Education
092103 - Sports Coaching, Officiating And Instruction
Original Release Date
14/08/2023
Nominal Hours
25
Description
This unit describes the performance outcomes, skills and knowledge required to address the needs, preferences and expectations of clients, promote programs, services and facilities, and provide initial response to client complaints. Service provision could be face-to-face, via electronic means or over the telephone.This unit applies to any type of sport, fitness, aquatic or recreation organisation including commercial, not-for-profit, community and government organisations. It applies to individuals working in a range of sport, fitness, aquatic or recreation service roles at different levels of responsibility.The skills in this unit must be applied in accordance with Commonwealth and State or Territory legislation, Australian 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. Address client needs and expectations.
  • 1.1. Establish rapport with client using clear and positive communication suited to the communication medium.
  • 1.2. Identify and confirm client needs, preferences, and expectations through active questioning.
  • 1.3. Provide information about available programs, services and facilities suited to identified client requirements.
  • 1.4. Actively engage with client to explain the features and benefits of different services.
  • 1.5. Identify personal limitations in addressing client needs and seek support from relevant personnel.
2. Provide quality service experience.
  • 2.1. Provide professional and personalised service to meet client needs.
  • 2.2. Anticipate client needs, preferences and expectations throughout the provision of services.
  • 2.3. Meet all reasonable client requests promptly and explain alternate service offerings that may suit needs.
  • 2.4. Confirm client satisfaction and implement appropriate adjustments to service as required.
3. Respond to customer complaints.
  • 3.1. Resolve routine customer problems according to own level of responsibility and organisational procedures.
  • 3.2. Respond promptly to client complaints in a positive and cooperative manner and establish the nature and details of the issue.
  • 3.3. Refer unresolved complaints to appropriate personnel for action according to organisational procedures.
No information
No information
Replaces
State Code National Code Title Type
AVD22 SISXCCS001 Provide quality service Unit of competency