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Statement of Attainment Customer Service Skill Set SITSS00036


This course equips you to provide quality customer service when working in any sector of the tourism, travel and hospitality industry.

Achievement of these units provides credit towards qualifications in tourism, travel, hospitality, events and commercial cookery.


Statement of Attainment - Customer Service Skill Set SITSS00036

Course No:



CIT Reid 


This skill set is a short course that can be delivered workshop style, through flexible or blended training in the workplace or part time attendance at CIT.

Half semester part time (approximately 3 hours per week), if attending at CIT.

Additional study requirements of approximately 2 hours per week including online activities, case studies, research and workplace tasks.

Self-paced independent learning online and compulsory practical assessment at CIT. This course is also designed as a workshop style for a team in an organisation.

Cost Info:

The 2022 Semester 2 enrolment fees for this course are based on the costs per subject as indicated below. The total course cost may vary depending on the choice of elective subjects or if subjects are attempted more than once. Subject costs identified as Standard are partially subsidised by the ACT Government. Concessions may be available to eligible students.

Indicative Cost:


Likely Job Outcome:

Entry into the tourism, events, and hospitality industry in a customer service role.

Application Type:


Additional Information

This skill set provides a pathway into the Certificate III hospitality, Certificate III Travel, Certificate III Events and Certificate III commercial cookery.

Skills Recognition

Entry Requirements

Open Entry.

To study any course at CIT (excluding degrees and non-accredited training) you must have a Unique Student Identifier (USI).

Transition Information

Qualifications at CIT are regularly updated or replaced to meet current industry needs and maximise your employment opportunities. If this occurs while you are part way through a qualification, you may need to vary your learning to meet the new national requirements. CIT will aim to make this as smooth as possible for you.

Subject Cancellations/Changes

To ensure positive outcomes for all students, CIT may need to cancel or change classes at short notice. CIT will make every effort to inform students as soon as changes are made and will also make every effort to offer alternative arrangements for students to meet the requirements of the subject and complete their qualification. In an unfortunate instance when this cannot be met, you will receive a full refund. Please ensure you maintain current contact details via CIT Self Service or by contacting CIT Student Services at

Subject Information

Complete 2 subjects

Core: Complete all 2

  • SITXCOM002   Show social and cultural sensitivity
    • CIT Code: COMM487
      Cost: Standard $44.00
      Description: This unit describes the performance outcomes, skills and knowledge required to be socially aware when serving customers and working with colleagues. It requires the ability to communicate with people from a range of social and cultural groups with respect and sensitivity, and to address cross-cultural misunderstandings should they arise. The unit applies to all tourism, travel, hospitality and event sectors. All personnel at all levels use this skill in the workplace during the course of their daily activities.
      Prerequisites: Nil
  • SITXCCS006   Provide service to customers
    • CIT Code: COMM488
      Cost: Standard $55.00
      Description: This unit describes the performance outcomes, skills and knowledge required to communicate effectively with and provide quality service to both internal and external customers. It requires the ability to establish rapport with customers, determine and address customer needs and expectations, and respond to complaints. The unit applies to those frontline service personnel who deal directly with customers on a daily basis and who operate with some level of independence and under limited supervision. This includes individuals working in a range of tourism, travel, hospitality and events contexts.
      Prerequisites: Nil

Related Courses

Advanced Diploma Hospitality Management SIT60316
Certificate IV Hospitality SIT40416
Certificate III Hospitality SIT30616
Statement Attainment Food Handling SITSS00050
Statement Attainment Introduction to Hospitality Service
Statement Attainment Hospitality Compliance SITSS00052
Statement Attainment Social Media for Small Business
Statement Attainment Responsible Gambling Services
Statement Attainment training Bar Service [extract from SIT30616]
Statement Attainment training Responsible Service of Alcohol [extract from SIT30616]
Non-Accredited Training Coffee Basics

More Information

For more information about this course please contact CIT Student Services on (02) 6207 3188 or email