Assessor Resource

SIRXCEG003
Build customer relationships and loyalty

Assessment tool

Version 1.0
Issue Date: April 2024


This unit describes the performance outcomes, skills and knowledge required to build customer relationships and foster customer loyalty.

It applies to individuals working in frontline customer service roles in a diverse range of industry sectors and business contexts. They operate with independence and under limited 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. Develop relationships with customers.

1.1.Provide personalised service to customers in a professional manner that promotes repeat business.

1.2.Identify repeat business and acknowledge customer return.

1.3.Provide tailored recommendations for products and services based on known individual customer needs.

2. Generate customer loyalty.

2.1.Convert customers to brand advocates through exemplary customer service.

2.2.Inform customers of benefits associated with promotions and loyalty programs as required.

2.3.Identify trends in customer demands for products and services and communicate with relevant personnel to ensure availability.

3. Deal with escalated customer complaints.

3.1.Clarify information regarding escalated customer complaints referred from team members.

3.2.Take action to pacify customer maintaining a calm and professional manner.

3.3.Identify source of customer dissatisfaction and seek appropriate solutions in consultation with the customer.

3.4.Ensure the customer is satisfied with solutions and offer compensation in line with level of responsibility.

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

provide current, accurate and relevant information and assistance to four different customers regarding the following to build customer brand loyalty:

promotional activities

products and services

brand or business customer benefits

identify trends in customer purchasing patterns and make recommendations that enhance customer service and loyalty

take appropriate action to resolve two escalated customer complaints.

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

techniques for:

providing personalised extemporary customer service

anticipating customer preferences, needs and expectations throughout the service experience

building customer loyalty

resolving escalated customer complaints

pacifying dissatisfied customers

commercial benefits of building customer relationships and loyalty

industry and organisational:

professional service standards

attitudes and attributes expected when engaging with customers

different customer service needs and expectations

types of customer benefits

essential features and use of customer databases

key aspects of Australian consumer and privacy law as relevant to customer interactions.

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:

industry and organisational:

professional service standards

attitudes and attributes expected when engaging with customers

different customer service needs and expectations

types of customer benefits

current plain English regulatory documents distributed by government regulators for:

Australian Consumer Law

privacy law

customers; 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. Develop relationships with customers.

1.1.Provide personalised service to customers in a professional manner that promotes repeat business.

1.2.Identify repeat business and acknowledge customer return.

1.3.Provide tailored recommendations for products and services based on known individual customer needs.

2. Generate customer loyalty.

2.1.Convert customers to brand advocates through exemplary customer service.

2.2.Inform customers of benefits associated with promotions and loyalty programs as required.

2.3.Identify trends in customer demands for products and services and communicate with relevant personnel to ensure availability.

3. Deal with escalated customer complaints.

3.1.Clarify information regarding escalated customer complaints referred from team members.

3.2.Take action to pacify customer maintaining a calm and professional manner.

3.3.Identify source of customer dissatisfaction and seek appropriate solutions in consultation with the customer.

3.4.Ensure the customer is satisfied with solutions and offer compensation in line with level of responsibility.

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

provide current, accurate and relevant information and assistance to four different customers regarding the following to build customer brand loyalty:

promotional activities

products and services

brand or business customer benefits

identify trends in customer purchasing patterns and make recommendations that enhance customer service and loyalty

take appropriate action to resolve two escalated customer complaints.

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

techniques for:

providing personalised extemporary customer service

anticipating customer preferences, needs and expectations throughout the service experience

building customer loyalty

resolving escalated customer complaints

pacifying dissatisfied customers

commercial benefits of building customer relationships and loyalty

industry and organisational:

professional service standards

attitudes and attributes expected when engaging with customers

different customer service needs and expectations

types of customer benefits

essential features and use of customer databases

key aspects of Australian consumer and privacy law as relevant to customer interactions.

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:

industry and organisational:

professional service standards

attitudes and attributes expected when engaging with customers

different customer service needs and expectations

types of customer benefits

current plain English regulatory documents distributed by government regulators for:

Australian Consumer Law

privacy law

customers; 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
Provide personalised service to customers in a professional manner that promotes repeat business. 
Identify repeat business and acknowledge customer return. 
Provide tailored recommendations for products and services based on known individual customer needs. 
Convert customers to brand advocates through exemplary customer service. 
Inform customers of benefits associated with promotions and loyalty programs as required. 
Identify trends in customer demands for products and services and communicate with relevant personnel to ensure availability. 
Clarify information regarding escalated customer complaints referred from team members. 
Take action to pacify customer maintaining a calm and professional manner. 
Identify source of customer dissatisfaction and seek appropriate solutions in consultation with the customer. 
Ensure the customer is satisfied with solutions and offer compensation in line with level of responsibility. 

Forms

Assessment Cover Sheet

SIRXCEG003 - Build customer relationships and loyalty
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

SIRXCEG003 - Build customer relationships and loyalty

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: