Assessor Resource

SIRXCEG001
Engage the customer

Assessment tool

Version 1.0
Issue Date: March 2024


This unit describes the performance outcomes, skills and knowledge required to interact and communicate with a diverse range of customers to assist with basic enquiries and contribute to a service culture.

It applies to individuals working in frontline customer service roles in a diverse range of industry sectors and business contexts. They operate with some independence under general supervision and guidance from others, and within established organisational policies and procedures.

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

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



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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Engage customers.

1.1.Greet customers in a polite and friendly manner within designated response times and make them a priority over other workplace duties.

1.2.Clearly communicate with customers using appropriate verbal and non-verbal communication.

1.3.Adapt communication style to appropriately communicate with customers from diverse backgrounds.

2. Assist customers.

2.1.Identify and act on opportunities to assist customers and be available to assist customers when needed.

2.2.Question and actively listen to customers to determine their needs.

2.3.Resolve routine customer problems according to individual responsibility level and organisational policies and procedures.

2.4.Address general customer enquiries and provide accurate information in a clear and courteous manner.

3. Contribute to a service culture.

3.1.Act in line with organisational service standards to ensure quality customer service.

3.2.Show interest in customer's needs and maintain a welcoming customer environment free of complacency.

3.3.Seek assistance from relevant personnel when customer’s needs are beyond scope of own responsibility.

3.4.Identify and take opportunities to improve customer service standards.

3.5.Refer customer service issues and feedback to relevant personnel for action.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

contribute to a customer service culture by providing customer service, in line with organisational service standards, across four different customer interactions

for the above four customer interactions, individually or cumulatively involve:

customers from diverse backgrounds

resolution of two routine customer problems

provision of accurate information to address two general customer enquiries

referral of unresolved customer enquiry

use of effective communication techniques and positive body language.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational service standards and procedures for:

designated customer service response times

interacting with customers

solving routine customer problems

providing information to customers

basic principles for achieving positive customer service

verbal and non-verbal communication

techniques for effective communication:

open and closed questioning

paraphrasing

effective listening

voice tonality and volume

body language and its role in customer service

effective communication strategies for interacting with customers of diverse backgrounds

commercial impact of:

positive customer service

poor customer service

organisational information and sources of information to assist customer with customer enquiries.

Skills must be demonstrated in a services industry environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant documentation:

organisational service standards and procedures for:

designated customer service response times

interacting with customers

solving routine customer problems

providing information to customers

customers from a diverse range of backgrounds; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.


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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Engage customers.

1.1.Greet customers in a polite and friendly manner within designated response times and make them a priority over other workplace duties.

1.2.Clearly communicate with customers using appropriate verbal and non-verbal communication.

1.3.Adapt communication style to appropriately communicate with customers from diverse backgrounds.

2. Assist customers.

2.1.Identify and act on opportunities to assist customers and be available to assist customers when needed.

2.2.Question and actively listen to customers to determine their needs.

2.3.Resolve routine customer problems according to individual responsibility level and organisational policies and procedures.

2.4.Address general customer enquiries and provide accurate information in a clear and courteous manner.

3. Contribute to a service culture.

3.1.Act in line with organisational service standards to ensure quality customer service.

3.2.Show interest in customer's needs and maintain a welcoming customer environment free of complacency.

3.3.Seek assistance from relevant personnel when customer’s needs are beyond scope of own responsibility.

3.4.Identify and take opportunities to improve customer service standards.

3.5.Refer customer service issues and feedback to relevant personnel for action.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

contribute to a customer service culture by providing customer service, in line with organisational service standards, across four different customer interactions

for the above four customer interactions, individually or cumulatively involve:

customers from diverse backgrounds

resolution of two routine customer problems

provision of accurate information to address two general customer enquiries

referral of unresolved customer enquiry

use of effective communication techniques and positive body language.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational service standards and procedures for:

designated customer service response times

interacting with customers

solving routine customer problems

providing information to customers

basic principles for achieving positive customer service

verbal and non-verbal communication

techniques for effective communication:

open and closed questioning

paraphrasing

effective listening

voice tonality and volume

body language and its role in customer service

effective communication strategies for interacting with customers of diverse backgrounds

commercial impact of:

positive customer service

poor customer service

organisational information and sources of information to assist customer with customer enquiries.

Skills must be demonstrated in a services industry environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant documentation:

organisational service standards and procedures for:

designated customer service response times

interacting with customers

solving routine customer problems

providing information to customers

customers from a diverse range of backgrounds; these can be:

individuals in an industry workplace, or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment.

Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.

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
Greet customers in a polite and friendly manner within designated response times and make them a priority over other workplace duties. 
Clearly communicate with customers using appropriate verbal and non-verbal communication. 
Adapt communication style to appropriately communicate with customers from diverse backgrounds. 
Identify and act on opportunities to assist customers and be available to assist customers when needed. 
Question and actively listen to customers to determine their needs. 
Resolve routine customer problems according to individual responsibility level and organisational policies and procedures. 
Address general customer enquiries and provide accurate information in a clear and courteous manner. 
Act in line with organisational service standards to ensure quality customer service. 
Show interest in customer's needs and maintain a welcoming customer environment free of complacency. 
Seek assistance from relevant personnel when customer’s needs are beyond scope of own responsibility. 
Identify and take opportunities to improve customer service standards. 
Refer customer service issues and feedback to relevant personnel for action. 

Forms

Assessment Cover Sheet

SIRXCEG001 - Engage the customer
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

SIRXCEG001 - Engage the customer

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: