Customer service is a vital part of any aquatic, sport or recreation facility or venue. Often the skills and knowledge of customer service staff can determine whether an organisation succeeds or fails. They are often the “front line” to your customers and reflect the professional nature and culture of the services available at a facility or venue.
An understanding of quality customer service skills and knowledge is critically important in today’s sporting, business and organisational environments. Providing a customer with an informed response or service brings about a positive reputation and the prospect of return patronage.
The Royal Life Saving Customer Service program has been developed with the Aquatic, Sport and Recreation industry in mind. The program includes activities, scenarios and case studies that are specific to the roles and responsibilities of customer service staff in these industries, therefore ensuring a high degree of relevance to the customers they will engage with.
Upon successful completion of the course you will receive a Statement of Attainment with the following units of competency:
- BSBWOR301 Organise personal work priorities and development
- SISXCCS001 Provide quality service
- SISXRES002 Educate user groups
- SISXIND001 Work effectively in sport, fitness and recreation environments
- SISXCAI003 Conduct non-instructional sport, fitness or recreation sessions
- SISXEMR001 Respond to emergency situations
- BSBRSK401 Identify risk and apply risk management processes
These competencies are from the SIS10 Sport, Fitness and Recreation Training Package and contribute to the SIS31015 – Certificate III in Aquatics and Community Recreation delivered by Royal Life Saving. For a full copy of the Units of Competency visit www.training.gov.au.
The online course is comprised of four modules. Candidates progress through the modules at their own place, being able to log in and out of the site as required. Completed work is saved throughout and assessments are submitted online. Candidates will need to refer to organisational policies and procedures for successful completion of the course.
Online: At the students discretion (approximately 3-6 months).
Candidates are required to successfully complete a range of assessments within the online component of the course. In addition, they must complete a number of assessments at their workplace, to then upload to the website for marking.
Resources and Equipment
Online: Internet access for the learning component and access to an aquatic facility with appropriate testing equipment.