Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
SIRXCEG001 Mapping and Delivery Guide
Engage the customer
Version 1.0
Issue Date: April 2024
Qualification | - |
Unit of Competency | SIRXCEG001 - Engage the customer |
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Description | |||
Employability Skills | |||
Learning Outcomes and Application | 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. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. 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. |
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Prerequisites/co-requisites | |||
Competency Field | Customer Engagement |
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: Engage customers. |
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Element: Assist customers. |
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Element: Contribute to a service culture. |
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