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Elements and Performance Criteria

  1. Identify and acknowledge the crisis.
  2. Provide customer crisis care.
  3. Organise services to assist customer.
  4. Evaluate and debrief customer crisis management.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

respond with customer crisis care to at least three different customer crises

identify ramifications of each of the above customer crises through:

discussions with affected customer and their friends, family and/or travelling companions

where available and appropriate, related reports from:

medical and emergency services


staff, contractors and suppliers

organise the following operational services where required to assist the above affected customers in line with availability of assistance, advice and support and organisational customer care, communication and confidentiality standards:


cancellation of forward travel and tourism services

flights and ticketing to repatriate the customers

repatriation of bodies via:



funeral directors

high commissions

travel insurance companies.

Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

common customer crisis situations relevant to the tourism, travel, hospitality and event sectors:

accident, assault or mugging

family crisis and need for repatriation

major injury or illness

natural death, accidental death or suicide

incident resulting in psychological trauma

key symptoms of trauma

sources of medical and counselling assistance

communication techniques for supporting and reassuring customers

key people with whom to communicate in a customer crisis situation:



operational staff



family members

personnel in the controlling office:

event management organisation

inbound tour operator

outbound tour wholesaler

professional conference organiser

travel agency

tour operator

personnel from suppliers on an extended tour

travel insurance provider personnel

travelling companions

professional standards in crisis care communications

operational services used to manage customer service and repatriation arrangements

role of key external people and organisations in managing a customer crisis

recommendations relating to customer crisis situations:

cancel the remainder of touring arrangements and return home

contact travel insurance provider

rebook a replacement holiday

report incident to the police

seek medical assistance

seek professional counselling

formats for and inclusions of incident reports

specific organisation:

roles and responsibilities of key staff members

procedures for reporting and managing customer incidents.