NTISthis.com

Evidence Guide: SITXCRI001 - Respond to a customer in crisis

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

SITXCRI001 - Respond to a customer in crisis

What evidence can you provide to prove your understanding of each of the following citeria?

Identify and acknowledge the crisis.

  1. Determine scope and severity of customer crisis.
  2. Consider impacts on customer ability to continue in service participation.
  3. Consider impacts on other customers.
  4. Access and interpret information relevant to crisis.
  5. Acknowledge the incident as a customer crisis and communicate details to key people.
Determine scope and severity of customer crisis.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consider impacts on customer ability to continue in service participation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consider impacts on other customers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Access and interpret information relevant to crisis.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide customer crisis care.

  1. Identify symptoms of customer trauma.
  2. Monitor and assess severity of customer trauma.
  3. Communicate with affected customer in line with organisational customer care, and communication and confidentiality standards.
  4. Provide recommendations to customer in a manner consistent with customer care standards.
Identify symptoms of customer trauma.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor and assess severity of customer trauma.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Organise services to assist customer.

  1. Develop an action plan to manage the crisis.
  2. Promptly identify and access sources of assistance.
  3. Assist the customer to access service providers.
  4. Minimise disruption to other customers and maintain their services.
  5. Organise operational services to assist customer in crisis.
  6. Involve key people in managing customer crisis and integrate their perspectives.
  7. Provide explicit details of progress with and final confirmations of operational services to customer and other key people.
Develop an action plan to manage the crisis.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Promptly identify and access sources of assistance.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assist the customer to access service providers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Minimise disruption to other customers and maintain their services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Organise operational services to assist customer in crisis.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate and debrief customer crisis management.

  1. Evaluate crisis management process to determine effectiveness of response.
  2. Debrief and complete all reports.
  3. Provide recommendations for improvements to future crisis management practices.
  4. Seek assistance to cope with own or colleagues’ personal trauma experienced during crisis.
Evaluate crisis management process to determine effectiveness of response.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Debrief and complete all reports.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide recommendations for improvements to future crisis management practices.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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.

Required Skills and Knowledge

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.