Assessor Resource

SIRXIND101
Work effectively in a customer service environment

Assessment tool

Version 1.0
Issue Date: April 2024


This unit applies to individuals working as effective frontline staff in retail stores and personal services settings, within the context of the organisational goals, customer service values and standards.

A person undertaking this role works under supervision and guidance from others.

This unit describes the performance outcomes, skills and knowledge required to work effectively in a customer service business environment.

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

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.



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, range statement and the Assessment Guidelines for the Training Package.

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

Evidence of the following is essential:

identifies, locates and articulates the organisation’s requirements, including goals and values

demonstrates work practices that reflect the relationship between own role and organisational requirements

demonstrates knowledge of workplace procedures for upholding employee and employer rights and responsibilities

applies workplace dress, hygiene and personal presentation requirements.

Context of and specific resources for assessment

Assessment must ensure access to:

a real or simulated retail work environment

relevant documentation, such as:

workplace goals and values

workplace policies and procedures relating to:

WHS

customer service

personal dress, hygiene and presentation

rights and responsibilities of employees

awards and agreements.

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:

direct questioning combined with review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate

analysis of responses to case studies and scenarios

observation of demonstrated techniques

evaluation of time-management strategies applied to work duties

written or oral questions appropriate to the language and literacy level of the learner to test knowledge that may include workplace policies and procedures.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, salon and job role, for example:

SIRXCOM101 Communicate in the workplace to support team and customer outcomes.

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.

Required skills

communication and interpersonal skills to:

ask questions to identify and confirm requirements

follow routine instructions through clear and direct communication

use language and concepts appropriate to cultural differences

use and interpret non-verbal communication

literacy skills to:

interpret and follow workplace policies and procedures

process relevant workplace documentation

personal presentation skills to comply with workplace presentation and dress code

planning and organising skills to manage tasks within workplace timeframes

problemsolving skills to solve routine problems

technology skills to select and use technology appropriate for a task

Required knowledge

industry awards and agreements that relate to personal job role and terms and conditions of employment

employer and employee responsibilities under an Australian apprenticeship contract of training where applicable

relevant legislation and statutory requirements, such as:

equal employment opportunity (EEO) legislation

work health and safety (WHS)

privacy

antidiscrimination legislation

workplace relations

workplace policies, plans and procedures, including:

dealing with grievances

discriminatory behaviour

equal opportunity issues

harassment

hygiene and presentation

staff rosters and notification of shift availability or non-attendance

providing customer service to colleagues and customers

workplace ethics

staff counselling and disciplinary procedures

workplace organisational structure

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 candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Organisation’s requirementsmay include:

access and equity principles and practice

antidiscrimination and related policy

business and performance plans

ethical standards

goals, objectives, plans, systems and processes

legal and organisation policies, guidelines and requirements

modes of communication

interaction with other team members

interaction with management

WHS policies, procedures and programs

quality and continuous improvement processes and standards.

Appropriate people may include:

colleagues

supervisors

managers

senior operators.

Employee rights and responsibilitiesmay include:

attendance

confidentiality and privacy of the business, client and colleague information

knowing the terms and conditions of own employment

obeying lawful orders

protection from discrimination and sexual harassment

punctuality

right to union representation

safety and care with respect to WHS.

Employer rights and responsibilitiesmay include:

responsibility of providing a safe environment free from discrimination and sexual harassment according to relevant state or territory and commonwealth antidiscrimination legislation

right to counsel or dismiss employees if they:

are negligent, careless or cause an accident

commit a criminal offence

commit acts of disloyalty, such as revealing confidential information.

Organisational culturemay include:

chain of command

mission statement

organisational structure, including own position and role within the structure

organisational goals, values and behaviours

workplace policies, procedures and quality assurance manuals relating to:

contact with customers

interaction with other team members

interaction with supervision and management

job descriptions and responsibilities.

Behaviour that contributes to a safe and sustainable work environment may include:

discussing and negotiating problems and tasks with other team members

identifying and reporting risks or hazards

listening to the ideas and opinions of others in the team

sharing knowledge and skills

solving problems as a team

using equipment according to guidelines

implementing environmental protection procedures, such as:

waste minimisation

recycling

reuse

energy efficiency, e.g. electricity saving devices and practices

waste disposal

resource management

water efficiency.

Daily work routine may include:

interacting with customers

interacting with supervisors and other staff members

handling the telephone

organising and maintaining work areas

maintaining merchandise and displays

observing scheduled breaks

assisting other team members

working within required timelines.

Tasks may be:

routine

rostered

non-routine.

Work and personal prioritiesmay include:

work and life balance and other commitments, including:

school

homework

home and family

cultural practices

parties and friends

other jobs.

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
Identify and read organisation’s requirements and responsibilities and seek advice from appropriate people where necessary. 
Interpret staff rosters and provide sufficient notice of unavailability for rostered hours according to workplace policy and procedures. 
Develop and use a current working knowledge and understanding of employee and employer rights and responsibilities. 
Comply with relevant duty of care and legal responsibilities, and support organisational culture. 
Identify roles and responsibilities of colleagues and immediate supervisors. 
Identify standards and values considered to be detrimental to the organisation and communicate this through appropriate channels. 
Identify, recognise and follow behaviour that contributes to a safe and sustainable work environment. 
Display courteous and helpful behaviour at all times. 
Take opportunities to enhance the level of assistance offered to colleagues and meet all reasonable requests for assistance within acceptable workplace timeframes. 
Complete allocated tasks as required. 
Seek assistance when difficulties arise. 
Use questioning techniques to clarify instructions or responsibilities. 
Identify and display a non discriminatory attitude in all contacts with customers and other staff members. 
Observe appropriate dress code and presentation as required by the workplace, job role and level of customer contact. 
Follow personal hygiene procedures according to organisational policy and relevant legislation. 
Interpret, confirm and act on workplace information, instructions and procedures relevant to the particular task. 
Interpret, confirm and act on legal requirements in regard to anti-discrimination, sexual harassment and bullying. 
Ask questions to seek and clarify workplace information. 
Plan and organise daily work routine within the scope of the job role. 
Prioritise and complete tasks according to required timeframes. 
Identify work and personal priorities and achieve a balance between competing priorities. 

Forms

Assessment Cover Sheet

SIRXIND101 - Work effectively in a customer service environment
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

SIRXIND101 - Work effectively in a customer service environment

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: