Cambodian Skills Delivery Model

SEAL National Course Catalogue · MLVT / National Training Board

Sector Frameworks

1,164

Qualifications

15,161

Competency Units

10,938

Elements

41,782

Learning Outcomes

2,822

Assessment Packages

Respond to a customer in crisis

KHU-TOU-0187

Australian Equivalent

SITXCRI003

Elements

Learning Outcomes

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

Elements & Learning Outcomes

E1Identify and acknowledge the crisis.

0187.E1.O1Determine scope and severity of customer crisis.

0187.E1.O2Consider impacts on customer ability to continue in service participation.

0187.E1.O3Assess impacts of crisis on other customers.

0187.E1.O4Access and interpret information relevant to crisis.

0187.E1.O5Acknowledge the incident as a customer crisis and communicate details to key people.

E2Provide customer crisis care.

0187.E2.O1Identify symptoms of customer trauma.

0187.E2.O2Monitor and document severity of customer trauma.

0187.E2.O3Communicate with affected customer in line with organisational customer care, and communication and confidentiality standards.

0187.E2.O4Provide recommendations to customer in a manner consistent with customer care standards.

E3Organise services to assist customer.

0187.E3.O1Develop an action plan to manage the crisis.

0187.E3.O2Promptly identify and access sources of assistance.

0187.E3.O3Assist the customer to access service providers.

0187.E3.O4Minimise disruption to other customers and maintain their services.

0187.E3.O5Organise operational services to assist customer in crisis.

0187.E3.O6Involve key people in managing customer crisis and integrate their perspectives.

0187.E3.O7Provide explicit details of progress with, and final confirmations of, operational services to customer and other key people.

E4Evaluate and debrief customer crisis management.

0187.E4.O1Evaluate crisis management process to determine effectiveness of response.

0187.E4.O2Debrief and complete all reports.

0187.E4.O3Provide recommendations for improvements to future crisis management practices.

0187.E4.O4Seek assistance to cope with own or colleagues’ personal trauma experienced during crisis.