Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
SITXCRI001 Mapping and Delivery Guide
Respond to a customer in crisis
Issue Date: February 2018
||Unit of Competency||SITXCRI001 - Respond to a customer in crisis|
|Learning Outcomes and Application||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.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 individuals who operate independently or with limited guidance from others. This includes senior tour coordinators, senior travel consultants, hotel duty managers, guides, and tour managers who are able to use significant discretion and judgement to respond to customer crises.The unit applies to all tourism, travel, hospitality and event sectors. It has particular application to accommodation providers, tour operators, travel agencies and inbound tour operators.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.|
|Duration and Setting||X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Skills must be demonstrated in an operational tourism, travel, hospitality or events environment where a customer is in crisis. This can be:
an industry workplace
a simulated industry environment.
Assessment must ensure access to:
customer service arrangements or itineraries
customer crisis information
current industry procedures for reporting and managing customer incidents
customers in crisis with whom the individual can interact; these can be:
customers in an industry workplace who are assisted by the individual during the assessment process; or
individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.
Assessors must satisfy the Standards for Registered Training Organisationsâ€™ requirements for assessors.
|Competency Field||Crisis Management|
|Development and validation strategy and guide for assessors and learners||Student Learning Resources||Handouts
|Assessment 1||Assessment 2||Assessment 3||Assessment 4|
|Elements of Competency||Performance Criteria|
|Element: Identify and acknowledge the crisis.|
|Element: Provide customer crisis care.|
|Element: Organise services to assist customer.|
|Element: Evaluate and debrief customer crisis management.|