Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
SIRCCCS002 Mapping and Delivery Guide
Provide and promote services to pharmacy customers
Version 1.0
Issue Date: April 2024
Qualification | - |
Unit of Competency | SIRCCCS002 - Provide and promote services to pharmacy customers |
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Description | |||
Employability Skills | |||
Learning Outcomes and Application | This unit describes the performance outcomes, skills and knowledge required to use communication skills to engage with diverse customers to determine their needs, take opportunities to enhance the quality of service provided and promote additional services. It requires the ability to respond to difficult behaviour and complaints. Service provision could be face-to-face, via electronic means or over the telephone.This unit applies to those frontline service personnel who deal with customers on a daily basis. They work with some independence, under limited supervision and guidance from others but ultimately under the supervising pharmacist. 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: information technology hardware and software online information systems telephones community pharmacy industry policies and procedures: customer service complaint handling handling behaviours of concern current Community Pharmacy Service Charter online and printed brochures describing pharmacy health care services customers with whom the individual can interact; these can be: 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 assessment activities that allow the individual to work with commercial speed, timing and productivity to provide information and advice to customers within acceptable industry and organisational timeframes. 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: Communicate with internal and external customers. |
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Element: Provide service to customers. |
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Element: Enhance and promote services. |
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Element: Respond to behaviours of concern. |
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Element: Respond to customer complaints. |
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