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
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.

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
Elements of Competency Performance Criteria              
Element: Deal with customer complaints.
  • Recognise customer dissatisfaction and take action to avoid escalation.
  • Follow organisational policies and procedures to respond to customer complaints according to own level of responsibility and seek solutions in consultation with the customer.
  • Refer complex and escalated customer complaints to relevant personnel.
  • Maintain a positive and cooperative manner during all customer interactions.
  • Report on customer complaints following organisational procedures.
       
Element: Process refunds and exchanges.
  • Identify reasons for refunds and exchanges, and offer a replacement or alternative product to maximise sales opportunities.
  • Process refunds and exchanges and record details according to organisational policies and procedures.
       
Element: Deal with difficult customers.
  • Identify difficult or abusive customers and take swift and tactful action to prevent escalation of problem.
  • Identify situations where personal safety of self, customers or team members may be threatened, and seek appropriate assistance.
       
Element: Provide feedback on customer service.
  • Identify consistent and potential customer difficulties and report to relevant personnel for action to prevent future customer dissatisfaction.
  • Offer suggestions and solutions to relevant personnel for improved customer experiences.
       


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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Deal with customer complaints.

1.1.Recognise customer dissatisfaction and take action to avoid escalation.

1.2.Follow organisational policies and procedures to respond to customer complaints according to own level of responsibility and seek solutions in consultation with the customer.

1.3.Refer complex and escalated customer complaints to relevant personnel.

1.4.Maintain a positive and cooperative manner during all customer interactions.

1.5.Report on customer complaints following organisational procedures.

2. Process refunds and exchanges.

2.1.Identify reasons for refunds and exchanges, and offer a replacement or alternative product to maximise sales opportunities.

2.2.Process refunds and exchanges and record details according to organisational policies and procedures.

3. Deal with difficult customers.

3.1.Identify difficult or abusive customers and take swift and tactful action to prevent escalation of problem.

3.2.Identify situations where personal safety of self, customers or team members may be threatened, and seek appropriate assistance.

4. Provide feedback on customer service.

4.1.Identify consistent and potential customer difficulties and report to relevant personnel for action to prevent future customer dissatisfaction.

4.2.Offer suggestions and solutions to relevant personnel for improved customer experiences.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

follow organisational policies and procedures to appropriately respond to four customer difficulties that individually or cumulatively involve:

customer complaint

dissatisfied customer

product or service issue

product or service refunds

demonstrate the appropriate steps for responding to two of the following difficult customers:

customers that are unable to be pacified

customer displaying verbal aggression

customer displaying threatening behaviour

drug or alcohol affected customer.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

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

techniques for:

identifying customer dissatisfaction

preventing escalation of customer complaints

resolving complaints to maintain brand integrity

communicating with dissatisfied customers

commercial impacts of:

cost of refunds and exchanges

loss to business resulting from customer dissatisfaction

negative word of mouth

value and role of customer feedback in improving service delivery

key aspects of consumer protection laws relevant to the selling of products and services:

organisational responsibilities and rights

customer rights

refunds and exchanges

common causes of customer difficulties.


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, 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.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Deal with customer complaints.

1.1.Recognise customer dissatisfaction and take action to avoid escalation.

1.2.Follow organisational policies and procedures to respond to customer complaints according to own level of responsibility and seek solutions in consultation with the customer.

1.3.Refer complex and escalated customer complaints to relevant personnel.

1.4.Maintain a positive and cooperative manner during all customer interactions.

1.5.Report on customer complaints following organisational procedures.

2. Process refunds and exchanges.

2.1.Identify reasons for refunds and exchanges, and offer a replacement or alternative product to maximise sales opportunities.

2.2.Process refunds and exchanges and record details according to organisational policies and procedures.

3. Deal with difficult customers.

3.1.Identify difficult or abusive customers and take swift and tactful action to prevent escalation of problem.

3.2.Identify situations where personal safety of self, customers or team members may be threatened, and seek appropriate assistance.

4. Provide feedback on customer service.

4.1.Identify consistent and potential customer difficulties and report to relevant personnel for action to prevent future customer dissatisfaction.

4.2.Offer suggestions and solutions to relevant personnel for improved customer experiences.

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
Recognise customer dissatisfaction and take action to avoid escalation. 
Follow organisational policies and procedures to respond to customer complaints according to own level of responsibility and seek solutions in consultation with the customer. 
Refer complex and escalated customer complaints to relevant personnel. 
Maintain a positive and cooperative manner during all customer interactions. 
Report on customer complaints following organisational procedures. 
Identify reasons for refunds and exchanges, and offer a replacement or alternative product to maximise sales opportunities. 
Process refunds and exchanges and record details according to organisational policies and procedures. 
Identify difficult or abusive customers and take swift and tactful action to prevent escalation of problem. 
Identify situations where personal safety of self, customers or team members may be threatened, and seek appropriate assistance. 
Identify consistent and potential customer difficulties and report to relevant personnel for action to prevent future customer dissatisfaction. 
Offer suggestions and solutions to relevant personnel for improved customer experiences. 

Forms

Assessment Cover Sheet

SIRXCEG002 - Assist with customer difficulties
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

SIRXCEG002 - Assist with customer difficulties

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: