Respond to a customer in crisis

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver SITXCRI401, 'Respond to a customer in crisis'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Respond to a customer in crisis' on This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to for every purchase, so go nuts :)

Elements and Performance Criteria

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1. Identify and acknowledge the crisis.

1.1 Ascertain the scope and severity of the customer crisis.

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

1.3 Consider the impacts on other customers.

1.4 Access and interpret information relevant to the 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 the severity of customer trauma.

2.3 Provide sympathetic and sensitive support and reassurance to the customer.

2.4 Avoid pitfalls in crisis care when communicating with customers.

2.5 Provide recommendations to the customer.

3. Organise services to assist the 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 the customer in crisis.

3.6 Involve key people in the management of the customer crisis and integrate their perspective.

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

4. Evaluate and debrief customer crisis management.

4.1 Evaluate the crisis management process to determine the effectiveness of the 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 any personal trauma experienced.