This unit describes the performance outcomes, skills and knowledge required to address needs and expectations of clients and colleagues, promote programs, services and facilities, and respond to conflict and client complaints. This unit applies to individuals working in a range of customer service roles in the sport, fitness or recreation industries. This includes individuals working in gyms, aquatic centres, community centres or indoor activity centres, as well as to those working as instructors, trainers or guides and volunteers in indoor and outdoor settings. These individuals undertake work according to relevant legislation and organisational policies and procedures.

Unit details

Study level:
Vocational and further education (TAFE)
Unit code:


Assessment tasks will be designed to reinforce and extend knowledge and skill competence within set and controlled parameters in accordance with each unit's learning outcomes and performance criteria requirements, including the setting of work based practical application tasks designed to provide evidence of competence outcomes, within periodic and scheduled timelines. Students will be expected to demonstrate the following required skills: - provide programs and services to clients with varying needs and expectations over at least three service periods, and; - interact with clients in a polite and courteous manner using appropriate communication strategies and organisational channels to provide relevant information.Students will also be expected to demonstrate the following knowledge: - relevant legislation related to customer service; - organisational policies and procedures to enable ethical and non-discriminatory treatment of client requests and resolution of complaints; - communication mediums required to provide service to clients and colleagues; - conflict resolution strategies; - awareness of customs and practices of various social and cultural groups within Australia, to assist with meeting client needs and expectations; - services and products within the organisation that may be suited to particular clients, and; - principles and benefits of enhanced customer service experiences and positive communication.

Where to next?

As part of a course

This unit is studied as part of the following courses. Refer to the course page for information on how to apply for the course.

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