This unit describes the performance outcomes, skills and knowledge required to deliver fundamental customer service to both internal and external customers. It requires the ability to greet and serve customers, and respond to a range of basic customer service enquiries, including routine customer problems.

The unit applies to frontline service personnel who operate under close supervision and with guidance from others. They provide routine customer service and would not be expected to respond to complex customer requests or complaints.  The unit applies to individuals working in a range of tourism, travel, hospitality and events contexts.

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: - identify customer requirements and provide effective customer service to two different internal and two different external customers to meet requirements; - interact with above customers in line with organisational customer service standards and within designated organisational response times; - demonstrate procedures to respond to three different customer problems according to organisational policies and procedures; - identify situations where problems are beyond own level of responsibility, and process to escalate in line with organisational policies and procedures, and; - seek informal feedback from customers on above activities.Students will also be expected to demonstrate the following knowledge: - importance of the customer in the service industries; - customer service standards expected in the service industries; - profiles of different types of customers; - value and role of customer feedback in improving service delivery; - presentation standards; - customer service policies and procedures, and; - procedures for responding to routine customer problems.

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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