Skill set Outline
Information current as of
11/09/2026 7:12 PM AWST
11/09/2026 7:12 PM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Customer Service Management
Customer Service Management
Skill set
National Code
SITSS00035
SITSS00035
State Code
AD475
AD475
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
National Endorsed, State Implementation and Classification
AQF Level
—
Field of Education
—
Skillset Type
National
Original TGA Release Date
03/03/2016
Current Release Date
03/03/2016
Current Release Number
1.00
Approved Date
22/12/2017
Nominal Hours
140
Duration
1 Semester
Releases
| Release Version | Release Date | TGA Status | DTWD Status |
|---|---|---|---|
| 1.00 | 03/03/2016 | Current | Approved |
Description
A set of skills to equip individuals managing quality customer service provision in any sector of the tourism, travel and hospitality industry.
Pathway 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.
General notes
Schedule
| State Code | National Code | Title | Hours | Type |
|---|---|---|---|---|
| AWQ69 | SITXCCS008 | Develop and manage quality customer service practices | 60 | Unit of competency |
| AWQ67 | SITXCCS007 | Enhance customer service experiences | 60 | Unit of competency |
| AWQ63 | SITXCOM005 | Manage conflict | 20 | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AE821 | SITSS00077 | Customer Service Management | Skill set |