Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

SITXCRI001 Mapping and Delivery Guide
Respond to a customer in crisis

Version 1.0
Issue Date: February 2018


Qualification -
Unit of Competency SITXCRI001 - Respond to a customer in crisis
Description
Employability Skills
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 Organisations’ requirements for assessors.

Prerequisites/co-requisites
Competency Field Crisis Management
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities
Slides
PPT
Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Identify and acknowledge the crisis.
  • Determine scope and severity of customer crisis.
  • Consider impacts on customer ability to continue in service participation.
  • Consider impacts on other customers.
  • Access and interpret information relevant to crisis.
  • Acknowledge the incident as a customer crisis and communicate details to key people.
       
Element: Provide customer crisis care.
  • Identify symptoms of customer trauma.
  • Monitor and assess severity of customer trauma.
  • Communicate with affected customer in line with organisational customer care, and communication and confidentiality standards.
  • Provide recommendations to customer in a manner consistent with customer care standards.
       
Element: Organise services to assist customer.
  • Develop an action plan to manage the crisis.
  • Promptly identify and access sources of assistance.
  • Assist the customer to access service providers.
  • Minimise disruption to other customers and maintain their services.
  • Organise operational services to assist customer in crisis.
  • Involve key people in managing customer crisis and integrate their perspectives.
  • Provide explicit details of progress with and final confirmations of operational services to customer and other key people.
       
Element: Evaluate and debrief customer crisis management.
  • Evaluate crisis management process to determine effectiveness of response.
  • Debrief and complete all reports.
  • Provide recommendations for improvements to future crisis management practices.
  • Seek assistance to cope with own or colleagues’ personal trauma experienced during crisis.
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Identify and acknowledge the crisis.

1.1.Determine scope and severity of customer crisis.

1.2.Consider impacts on customer ability to continue in service participation.

1.3.Consider impacts on other customers.

1.4.Access and interpret information relevant to crisis.

1.5.Acknowledge the incident as a customer crisis and communicate details to key people.

2. Provide customer crisis care.

2.1.Identify symptoms of customer trauma.

2.2.Monitor and assess severity of customer trauma.

2.3.Communicate with affected customer in line with organisational customer care, and communication and confidentiality standards.

2.4.Provide recommendations to customer in a manner consistent with customer care standards.

3. Organise services to assist customer.

3.1.Develop an action plan to manage the crisis.

3.2.Promptly identify and access sources of assistance.

3.3.Assist the customer to access service providers.

3.4.Minimise disruption to other customers and maintain their services.

3.5.Organise operational services to assist customer in crisis.

3.6.Involve key people in managing customer crisis and integrate their perspectives.

3.7.Provide explicit details of progress with and final confirmations of operational services to customer and other key people.

4. Evaluate and debrief customer crisis management.

4.1.Evaluate crisis management process to determine effectiveness of response.

4.2.Debrief and complete all reports.

4.3.Provide recommendations for improvements to future crisis management practices.

4.4.Seek assistance to cope with own or colleagues’ personal trauma experienced during crisis.

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

police

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:

accommodation

cancellation of forward travel and tourism services

flights and ticketing to repatriate the customers

repatriation of bodies via:

airlines

consulates

funeral directors

high commissions

travel insurance companies.

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:

colleagues:

managers

operational staff

peers

supervisors

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.


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Identify and acknowledge the crisis.

1.1.Determine scope and severity of customer crisis.

1.2.Consider impacts on customer ability to continue in service participation.

1.3.Consider impacts on other customers.

1.4.Access and interpret information relevant to crisis.

1.5.Acknowledge the incident as a customer crisis and communicate details to key people.

2. Provide customer crisis care.

2.1.Identify symptoms of customer trauma.

2.2.Monitor and assess severity of customer trauma.

2.3.Communicate with affected customer in line with organisational customer care, and communication and confidentiality standards.

2.4.Provide recommendations to customer in a manner consistent with customer care standards.

3. Organise services to assist customer.

3.1.Develop an action plan to manage the crisis.

3.2.Promptly identify and access sources of assistance.

3.3.Assist the customer to access service providers.

3.4.Minimise disruption to other customers and maintain their services.

3.5.Organise operational services to assist customer in crisis.

3.6.Involve key people in managing customer crisis and integrate their perspectives.

3.7.Provide explicit details of progress with and final confirmations of operational services to customer and other key people.

4. Evaluate and debrief customer crisis management.

4.1.Evaluate crisis management process to determine effectiveness of response.

4.2.Debrief and complete all reports.

4.3.Provide recommendations for improvements to future crisis management practices.

4.4.Seek assistance to cope with own or colleagues’ personal trauma experienced during crisis.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Determine scope and severity of customer crisis. 
Consider impacts on customer ability to continue in service participation. 
Consider impacts on other customers. 
Access and interpret information relevant to crisis. 
Acknowledge the incident as a customer crisis and communicate details to key people. 
Identify symptoms of customer trauma. 
Monitor and assess severity of customer trauma. 
Communicate with affected customer in line with organisational customer care, and communication and confidentiality standards. 
Provide recommendations to customer in a manner consistent with customer care standards. 
Develop an action plan to manage the crisis. 
Promptly identify and access sources of assistance. 
Assist the customer to access service providers. 
Minimise disruption to other customers and maintain their services. 
Organise operational services to assist customer in crisis. 
Involve key people in managing customer crisis and integrate their perspectives. 
Provide explicit details of progress with and final confirmations of operational services to customer and other key people. 
Evaluate crisis management process to determine effectiveness of response. 
Debrief and complete all reports. 
Provide recommendations for improvements to future crisis management practices. 
Seek assistance to cope with own or colleagues’ personal trauma experienced during crisis. 

Forms

Assessment Cover Sheet

SITXCRI001 - Respond to a customer in crisis
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

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Assessment Record Sheet

SITXCRI001 - Respond to a customer in crisis

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

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Student signature:

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