Application

This unit describes the performance outcomes, skills and knowledge required to provide customers with information and assistance on facilities, products and services.

The unit applies to frontline service personnel working in a range of tourism, travel, hospitality, entertainment and cultural contexts. Information and assistance are often provided face-to-face, but may be by telephone or other remote mechanisms.

Customer service personnel working under supervision undertake this function, but the unit is also relevant to those working in operational roles where customer service may not be the main focus of work, e.g. animal handlers in a zoo or technicians in a theatre.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Contains the following documents

• Assessment Matrix (Mapping Document)

• New Assessor Workbook/Guide (in MS Word Format)

• New Cover Sheet

• Learner Guide  (in MS Word Format)

• New Learner Evidence Document

• Learner Workbook (in MS Word Format)

• New Observation and Demonstration Checklists

• New Session Plan (in MS Word Format)

• PowerPoint presentation

For more information please contact us on sarah@rtomaterials.com.au