This skill set is a short course that is designed for people who want to gain or upskill their customer service skills and knowledge.
In this course you will gain and apply a broad range of skills and knowledge to communicate effectively with respect and sensitivity and provide quality customer service to customers from a range of social and cultural backgrounds.
You will gain the skills to establish rapport with customers, determine and address customer needs and expectations and respond to complaints whist being socially aware.
This course (skill set) will equip you to provide quality customer service when working in any sector of the tourism, travel and hospitality industry.
This national skill set is made up of 2 units:
- HOSP 227 SITXCCS014 Provide service to customers
- EVNT 137 SITXCOM007 Show social and cultural sensitivity
|Statement of Attainment - Customer Service SITSS00078
|This skill set is a short course that has been designed to be delivered flexibly. Learners can work through in a self-paced independent learning environment using CIT’s online platform (eLearn) to complete the underpinning theory components and on completion the practical assessment is conducted face to face in CIT's simulated industry environment or in the learner’s workplace.
This course can also be delivered to a group of people at school or in a workplace environment face to face.
Enrolment fees for this course are based on the costs per subject as indicated below. Subject costs identified as Full Fee receive no government subsidy. Concessions are not available. The fees below apply unless training as an apprentice or trainee.
Likely Job Outcome:
|Entry into the tourism, events, and hospitality industry in a customer service role.
This skill set provides a pathway into the Certificate III Hospitality, Certificate III Travel, Certificate III Events and Certificate III Commercial Cookery.
For the next enrolment dates and Class Reference Numbers(CRNs)/Block codes please visit the Hospitality short courses
To study any course at CIT (excluding degrees and non-accredited training) you must have a Unique Student Identifier (USI).
Literacy Skills Information
We suggest that you will need Australian Core Skills Framework literacy levels of at least 3 across reading, writing, learning, oral communication and, depending on your course of study, numeracy skills to successfully complete this course. If you do not have this level, you can still enrol and seek support to improve your skills or you may prefer to begin with the lower level course. Please visit Foundation Skills.
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.
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 firstname.lastname@example.org.
Complete 2 subjects
Core: Complete all 2
- SITXCCS014 Provide service to customers
CIT Code: HOSP227 Cost: Full fee $125.00
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.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. Prerequisites: Nil
- SITXCOM007 Show social and cultural sensitivity
CIT Code: EVNT137 Cost: Full fee $125.00
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.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. Prerequisites: Nil
For more information about this course please contact CIT Student Services on (02) 6207 3188 or email email@example.com