Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
SIRXCEG003 Mapping and Delivery Guide
Build customer relationships and loyalty
Version 1.0
Issue Date: April 2024
Qualification | - |
Unit of Competency | SIRXCEG003 - Build customer relationships and loyalty |
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Description | |||
Employability Skills | |||
Learning Outcomes and Application | This unit describes the performance outcomes, skills and knowledge required to build customer relationships and foster customer loyalty. 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: industry and organisational: professional service standards attitudes and attributes expected when engaging with customers different customer service needs and expectations types of customer benefits current plain English regulatory documents distributed by government regulators for: Australian Consumer Law privacy law customers; 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: Develop relationships with customers. |
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Element: Generate customer loyalty. |
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Element: Deal with escalated customer complaints. |
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