List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.
ELEMENTS | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Greet and interact with customers. | 1.1.Prioritise customers over other workplace duties. 1.2.Greet customers in a polite and friendly manner within designated response times. 1.3.Communicate with customers clearly and concisely. 1.4.Question and actively listen to customer responses to determine their needs. 1.5.Identify and act on triggers for referral to a pharmacist or other pharmacy staff. |
2. Respond to routine customer needs. | 2.1.Direct customers to key product areas within the pharmacy. 2.2.Explain and match pharmacy products and services to customer needs. 2.3.Use tact and discretion when collecting and providing information to customers. |
3. Work with others to deliver service. | 3.1.Follow directions of supervisors and managers to deliver quality service. 3.2.Share information with others and contribute constructively to the team to maximise quality of service provided. 3.3.Resolve routine customer problems according to scope of own job role and organisational policy. 3.4.Refer service issues beyond scope of own job role to colleagues for action. 3.5.Provide customer feedback to supervisors or managers. 3.6.Recognise limits of own skills and knowledge in responding to customer needs and seek assistance from others. |
Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:
communicate effectively, using questioning and active listening to provide routine service to customers of diverse ages, physical wellbeing and cultural background
manage six customer interactions using the following communication methods:
face-to-face
telephone
resolve two different routine customer problems.
Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:
importance of the customer within community pharmacies
principles of quality customer service and positive communication
value of customer feedback in improving service delivery
communication techniques:
open and closed questioning
active listening
verbal and non-verbal cues
voice tonality
body language
methods for conveying information clearly and concisely
professional service standards expected by community pharmacies; expected attitudes, attributes and ethics to work with customers:
discretion
patience
respect
sensitivity
tact
tolerance
community pharmacy industry and organisational:
types of internal and external customers and their varying needs
routine customer requests and needs and how to respond:
triggers for referral to pharmacist or more senior pharmacy colleagues
designated response times for acknowledging customers and their enquiry
personal presentation standards
customer service policies and procedures including those for handling routine customer service problems
typical routine customer problems that occur within community pharmacies and how to respond:
incorrect pricing of products and services
delays in providing products or services
misunderstanding of customer requests
providing incorrect products or services
requests for refunds or exchanges.
Skills must be demonstrated in a community pharmacy customer service environment. This can be:
an industry workplace
a simulated industry environment.
Assessment must ensure use of:
telephones
community pharmacy industry policies and procedures:
customer service
resolving routine customer service problems
customers with whom the individual can interact; these can be:
paying customers in an industry workplace who are served by the individual during the assessment process; or
individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.
Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:
have worked in the pharmacy sector for at least two years.