Assessor Resource

SIRXCCS003A
Coordinate interaction with customers

Assessment tool

Version 1.0
Issue Date: March 2024


This unit requires a demonstrated ability to coordinate a customer service team, provide accurate feedback to management on operational and procedural matters related to customer service, and supervise the resolution of customer complaints according to store policy. Those with managerial responsibility undertake this role.

This unit describes the performance outcomes, skills and knowledge required to coordinate interaction with customers. It involves implementing customer service standards, implementing store policy regarding customer complaints, communicating with management, and leading a customer service team.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Nil


Employability Skills

The required outcomes described in this unit contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements.




Evidence Required

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.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

proactively coordinates a team in the provision of quality customer service according to store policy by:

consulting with staff

allocating tasks

conveying relevant information

applying store policy

monitoring performance

identifying deficiencies

providing feedback

motivating staff

solving routine problems

provides accurate feedback to management on operational and procedural matters related to provision of customer service

supervises the resolution of customer complaints according to store policy.

Context of and specific resources for assessment

Assessment must ensure access to:

a retail environment

relevant documentation, such as:

store policy and procedures manuals

reporting proformas

legislation and statutory requirements

industry codes of practice

a range of customers with different requirements

a client service team.

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

observation of performance in the workplace

third-party reports from a supervisor

customer feedback

answers to questions about specific skills and knowledge

review of portfolios of evidence and third-party workplace reports of on-the-job performance.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification.


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

This section describes the essential skills and knowledge and their level, required for this unit.

The following skills must be assessed as part of this unit:

interpersonal communication skills, including:

giving feedback

coaching

performance analysis

questioning, listening and observation

group presentation

team motivation

negotiation

team leadership

verbal and non-verbal communication

literacy skills in regard to:

completing a proforma for feedback to management

reading and interpreting store policy and procedures.

The following knowledge must be assessed as part of this unit:

store policy and procedures in regard to:

customer service

customer complaints about products or individual staff

staff supervision

monitoring team performance

discipline

grievance handling

allocating duties and responsibilities

meetings

store appraisal

merchandise and service range of the store

lines of communication to staff and management

relevant legislation and statutory requirements

relevant industry codes of practice

interpersonal communication techniques.

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 in the performance criteria is detailed below.

Service standards may apply to:

all store activities

internal and external customers.

Store policy may relate to:

customer service

staff supervision

dealing with customer complaints.

Legislative policies and procedures may include:

Trade Practices Act

tobacco laws

lottery legislation

liquor licensing regulations

sale of X and R rated products

sale of second-hand goods

trading hours

transport, storage and handling of goods.

Teams may include:

small work teams

store team

corporate team.

Feedback may include:

verbal reports

written reports

presentations

informal and formal meetings.

Customers may include:

new and existing customers

internal or external customers

customers with a range of social, cultural and ethnic backgrounds and physical and mental abilities

customers with routine or special needs.

Operational information may include:

varying levels of staff training

routine or busy trading times

sales trends.

Problem solving may be affected by:

store policy and procedures

resource implications.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Monitor service standards according to store policy. 
Identify deficiencies in service and take action as required according to store policy. 
Convey store and legislative policy and procedures in relation to customer service provision to team members. 
Give feedback on quality of service provision to team members and management on a regular basis. 
Monitor service standards to ensure store policy in regard to customer complaints is implemented by sales staff. 
Authorise, action, or refer to a higher authority procedures to resolve customer complaints according to store policy. 
Satisfy customers' special needs where appropriate according to store policy. 
Refer to management current store policies on customer service issues that may affect the operation of the department or section. 
Provide operational information to management and other supervisors in order to facilitate customer service planning. 
Interpret store policy and procedures and apply to store operation. 
Motivate team to achieve a high standard of service to customers. 
Ensure team access to current information on staff issues and operations. 
Clarify, plan and allocate team tasks in consultation with staff to ensure effective day-to-day store operations and efficient use of human resources. 
Inform team of changes in store service policy and procedures that affect their roles and responsibilities. 
Provide feedback to team in regard to achievement or non-achievement of agreed service standards and performance targets. 
Encourage team members to contribute feedback in regard to achievement of performance targets. 
Handle routine problems using appropriate problem-solving techniques and refer to management if required. 

Forms

Assessment Cover Sheet

SIRXCCS003A - Coordinate interaction with customers
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

SIRXCCS003A - Coordinate interaction with customers

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: