Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
SIRXCEG002 Mapping and Delivery Guide
Assist with customer difficulties
Version 1.0
Issue Date: March 2024
Qualification | - |
Unit of Competency | SIRXCEG002 - Assist with customer difficulties |
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Description | |||
Employability Skills | |||
Learning Outcomes and Application | This unit describes the performance outcomes, skills and knowledge required to solve customer problems and use techniques to deal with customer difficulties. 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. | ||
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 policies and procedures for: processing refunds and exchanges resolving customer complaints recording customer complaints dealing with difficult customers: customers that are unable to be pacified customer displaying verbal aggression customer displaying threatening behaviour drug or alcohol affected customer escalated customer complaints current plain English regulatory documents distributed by government regulators outlining key aspects of consumer protection laws customers with whom the individual can interact; 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 assessment activities that allow the individual to work with commercial speed, timing and productivity. 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: Deal with customer complaints. |
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Element: Process refunds and exchanges. |
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Element: Deal with difficult customers. |
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Element: Provide feedback on customer service. |
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