Tourism Customer Service Skill Set
In Tourism, every interaction is a chance to create unforgettable experiences
This short course responds to local industry demand for exceptional customer service skills in tourism. You will learn to provide service to customers, assist with inquiries, deliver visitor information, and demonstrate social and cultural sensitivity. Practical experiences include excursions to local tourism sites and guest speaker sessions. Delivered face-to-face at South Regional TAFE Albany, the program includes four nationally recognised units: providing customer service, visitor information, and demonstrating social and cultural sensitivity.
This course remains FEE FREE in 2025! The course fees are 100 per cent subsidised by the WA State Government for WA residents.
Some eligibility conditions apply for the free training, and other fees may apply for some courses. Please see the FAQs on our Skills Ready page for further information.
* Please note that eligibility requirements apply to some of the free training.
Overview
Campus Albany
When All year round
Study Mode On Campus
In this course you will learn the knowledge and skills to:
- Provide service to customers (SITXCCS014)
- Customer service and assistance (SITXCCS009)
- Visitor information (SITXCCS010)
- Social and cultural sensitivity (SITXCOM007)
- Deliver exceptional customer service by applying professional standards, positive communication techniques, and strategies for resolving complaints.
- Assist and support customers effectively, including responding to inquiries, providing accurate information, and meeting diverse client needs.
- Provide visitor information about local attractions, facilities, and services, ensuring customers have a clear understanding of available options.
- Show social and cultural sensitivity when interacting with people from different backgrounds, respecting cultural protocols, and overcoming language barriers.
- Apply industry-relevant practices, including understanding Australian Consumer Law, workplace health and safety, and ethical service standards.
- Gain practical experience through excursions, guest speaker sessions, and optional volunteering opportunities with local tourism businesses and events.
Do you want to learn how to
- Deliver exceptional customer service that meets industry standards and exceeds expectations.
- Assist customers effectively, including handling inquiries and resolving complaints with confidence.
- Provide accurate visitor information about local attractions, facilities, and services.
- Communicate with diverse social and cultural groups, showing respect and sensitivity.
- Apply ethical and legal requirements, including Australian Consumer Law and workplace safety standards.
- Use positive communication techniques, including verbal and non-verbal cues, to build rapport.
- Respond to customer feedback and implement strategies for continuous improvement.
- Gain practical experience through excursions, guest speakers, and optional volunteering in real tourism settings.
To make an informed choice about the suitability of this course please consider the essential skills and knowledge below. You must:
- Enjoy communicating clearly and professionally with customers and colleagues
- Be able to work with people from different social and cultural backgrounds
- Have basic computer skills to access learning resources and complete online tasks
- Like solving problems and helping customers find solutions
- Be happy to work well in a team and show initiative when needed
- Be interested in learning practical skills for the Tourism Industry
- Have skills to manage your time effectively and maintain a positive, professional attitude.
Time Commitment:
Six face-to-face sessions (5.5 hours each) over six weeks, plus optional volunteering opportunities. Approx. 33 hours in class, 12–18 hours for coursework, and 24–36 hours volunteering (recommended, not mandatory). Flexible support options as this skill set is ideal for individuals seeking to enter or upskill within the Tourism sector.
Below are some of the important personal skills you will be required to develop and demonstrate during training. These skills are highly valued by industry:
- Communication Skills – Clear verbal and written communication, active listening, and positive interaction with customers and colleagues.
- Teamwork – Working collaboratively with peers and industry professionals during excursions, volunteering, and simulated activities.
- Problem-Solving – Handling customer complaints, resolving issues, and finding solutions under pressure.
- Initiative and Enterprise – Taking proactive steps to assist customers and improve service delivery.
- Planning and Organising – Managing time effectively during sessions, excursions, and optional volunteering activities.
- Self-Management – Maintaining professional presentation, punctuality, and a positive attitude.
- Learning – Adapting to new technologies, industry practices, and feedback for continuous improvement.
- Technology Skills – Using digital tools for research, communication, and accessing learning resources
Select your preferred campus and apply
All year round, 2026
Details
Units
Core
| National ID | Unit title |
|---|---|
| SITXCCS009 | Provide customer information and assistance |
| SITXCCS010 | Provide visitor information |
| SITXCCS014 | Provide service to customers |
| SITXCOM007 | Show social and cultural sensitivity |