Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
SIRCCCS001 Mapping and Delivery Guide
Interact with pharmacy customers
Version 1.0
Issue Date: April 2024
Qualification | - |
Unit of Competency | SIRCCCS001 - Interact with pharmacy customers |
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Description | |||
Employability Skills | |||
Learning Outcomes and Application | This unit describes the performance outcomes, skills and knowledge required to deliver fundamental customer service to community pharmacy customers. It requires the ability to greet and serve customers and cover a range of customer service enquiries including routine customer problems.This unit applies to pharmacy assistants who work under supervision, with guidance from more experienced team members, and ultimately under the supervising pharmacist. They provide routine customer service and would not be expected to respond to complex customer requests or complaints.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. 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. |
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Prerequisites/co-requisites | |||
Competency Field | Client and Customer Service |
Development and validation strategy and guide for assessors and learners | Student Learning Resources | Handouts Activities |
Slides PPT |
Assessment 1 | Assessment 2 | Assessment 3 | Assessment 4 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Greet and interact with customers. |
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Element: Respond to routine customer needs. |
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Element: Work with others to deliver service. |
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