Assessor Resource
SITXCRI401
Respond to a customer in crisis
Assessment tool
Version 1.0
Issue Date: April 2024
This unit applies to all tourism, travel, hospitality and event sectors. It has particular application to accommodation providers, tour operators, retail travel agencies and inbound tour operators.
The crisis would be significant and could involve the death, injury, illness or psychological trauma of a customer. It does not cover more operational circumstances, such as the loss of travel documents, passports and money.
This unit applies to people who operate independently or with limited guidance from others. This includes senior tour coordinators, senior retail travel consultants, hotel duty managers, guides, and tour managers who are able to use significant discretion and judgement to respond to customer crises.
This unit describes the performance outcomes, skills and knowledge required to identify the ramifications of a crisis on a customer and to respond with assistance and support. It requires the ability to identify and interpret information relevant to the crisis, provide customer crisis care and organise operational services to assist the customer in crisis.
You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)