Modification History
The version details of this endorsed unit are in the table below. The latest information is at the top.
Release Date |
Comments |
First Release: |
This is a revised unit, based on and equivalent to SIRXCCS002A Interact with customers. |
Unit Descriptor
This unit describes the performance outcomes, skills and knowledge required to deliver service to customers. It involves being able to communicate effectively with customers, respond to their complaints, receive and process sales orders, and identify special customer requirements.
The unit covers the consistent application of store policies and industry codes of practice to provide a quality service environment by treating customers and team members in a courteous and professional manner through all stages of the service and sales procedure, and to identify and resolve customer complaints.
Application of the Unit
This unit applies to frontline service personnel.
Licensing/Regulatory Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Pre-Requisites
Nil
Employability Skills Information
This unit contains employability skills.
Elements and Performance Criteria Pre-Content
Elements and Performance Criteria
Element |
Performance Criteria |
Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide. |
1. Deliver service to customers. |
1.1.Communicate with customers in a professional, courteous manner according to store policy. 1.2.Meet customer needs and reasonable requests or refer to supervisor, according to store policy and legislative requirements . 1.3. Record customer details and information where necessary. 1.4.Identify and anticipate possible problems and take action to minimise the effect on customer satisfaction. 1.5.Recognise and act upon opportunities to deliver additional levels of service beyond the customer’s immediate request. 1.6.Maintain contact with customer until sale is completed according to store policy. 1.7.Use verbal and non-verbal communication to develop rapport with customers during service delivery. 1.8.Encourage repeat customers by promotion of appropriate services or products according to store policy. 1.9.Farewell customer appropriately and courteously according to store policy. |
2. Respond to customer complaints. |
2.1.Convey a positive, helpful attitude to customers when handling complaints , according to store policy. 2.2.Handle complaints sensitively, courteously and with discretion. 2.3.Establish and confirm with customer nature of complaint by active listening and questioning. 2.4.Take action to resolve complaint to customer’s satisfaction wherever possible. 2.5.Promptly refer unresolved customer dissatisfaction or complaints to supervisor. 2.6.Take the opportunity to turn incidents of customer dissatisfaction into a demonstration of high-quality service to customer according to store policy. 2.7.Complete documentation regarding customer dissatisfaction or complaints accurately and legibly. 2.8.Take follow-up action as necessary to ensure customer satisfaction. |
3. Receive and process sales orders. |
3.1.Record customer details and information accurately. 3.2.Promptly refer customers to appropriate area as required. 3.3.Provide customers with information in clear, concise manner. 3.4.Process, record and act upon sales orders according to store policy. 3.5.Process customer returns or refunds according to store policy and procedures. |
4. Identify special customer requirements. |
4.1.Promptly identify customers with special needs or requirements by observation and questioning. 4.2.Verbally and non-verbally convey a willingness to assist. 4.3.Promptly service, refer or redirect customers’ needs as required. |
Required Skills and Knowledge
This section describes the skills and knowledge required for this unit. |
Required skills |
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Required knowledge |
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Evidence Guide
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package. |
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Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Evidence of the following is essential:
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Context of and specific resources for assessment |
Assessment must ensure access to:
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Method of assessment |
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
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Guidance information for assessment |
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
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Range Statement
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the individual, accessibility of the item, and local industry and regional contexts) may also be included. |
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Communication techniques may include: |
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Customers may include: |
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Store policy may relate to: |
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Customer needs may include: |
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Legislative requirements may include: |
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Service may include: |
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Complaints may relate to: |
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Follow-up action may require: |
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Unit Sector(s)
Cross-Sector
Competency Field
Client and Customer Service