Customer Service Management (Release 1)


Our Version Number: Release 1

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A set of skills to equip individuals managing quality customer service provision in any sector of the tourism, travel and hospitality industry.


Pathways Information

Achievement of these units provides credit towards qualifications in tourism, travel, hospitality, events, holiday parks and resorts in the SIT Tourism, Travel and Hospitality Training Package.


Licensing/Regulatory Information

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


Target Group

This skill set is for those tourism, travel and hospitality industry personnel with frontline customer service skills who require customer service management skills.


Suggested words for Statement of Attainment

These units of competency from the SIT Tourism, Travel and Hospitality Training Package provide a set of skills to manage the delivery of quality customer service in the tourism, travel and hospitality industry.


Mapping Notes Date
Supersedes SITSS00010 - Customer Service Management Updated to meet Standards for Training Packages  02/Mar/2016

    Package Rules

    Unit code 

    Unit title 


    Enhance the customer service experience


    Develop and manage quality customer service practices


    Manage conflict

Units - 3 required