Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

SIRXCEG004 Mapping and Delivery Guide
Create a customer-centric culture

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency SIRXCEG004 - Create a customer-centric culture
Description
Employability Skills
Learning Outcomes and Application This unit describes the performance outcomes, skills and knowledge required to manage and ensure the delivery of customer service standards and work with team members to improve customer experiences. It applies to individuals working in customer service management roles in a diverse range of industry sectors and business contexts. They operate independently with some responsibility for others and decision making, 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:

organisational customer service standards:

professional service standards

designated response times

customer service procedures

resources required to deliver on customer service standards

team members and 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.
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: Promote a customer focused culture.
  • Ensure team understanding of and commitment to providing quality customer service and enhancing the customer’s experience.
  • Promote customer service standards within the team and encourage ownership over delivery of service standards.
  • Act as a positive role model displaying customer centric behaviours and consistently delivering on customer service standards.
       
Element: Foster the customer culture.
  • Ensure adequate team resourcing to ensure delivery on customer service standards.
  • Monitor customer service and take action when standards are not met.
  • Provide feedback to team on their ability to meet customer service standards.
  • Provide coaching to team members to enhance customer service delivery.
       
Element: Monitor and adjust customer service.
  • Seek feedback from team and customers on customer service standards.
  • Review customer trends and demands and seek opportunities to enhance customer experience based on findings.
  • Develop and document customer service improvement plans in consultation with the team.
       


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. Promote a customer focused culture.

1.1.Ensure team understanding of and commitment to providing quality customer service and enhancing the customer’s experience.

1.2.Promote customer service standards within the team and encourage ownership over delivery of service standards.

1.3.Act as a positive role model displaying customer centric behaviours and consistently delivering on customer service standards.

2. Foster the customer culture.

2.1.Ensure adequate team resourcing to ensure delivery on customer service standards.

2.2.Monitor customer service and take action when standards are not met.

2.3.Provide feedback to team on their ability to meet customer service standards.

2.4.Provide coaching to team members to enhance customer service delivery.

3. Monitor and adjust customer service.

3.1.Seek feedback from team and customers on customer service standards.

3.2.Review customer trends and demands and seek opportunities to enhance customer experience based on findings.

3.3.Develop and document customer service improvement plans in consultation with the team.

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

monitor and review customer service standards, on three different occasions, and document a plan to improve customer service standards based on observations

demonstrate the following approaches to promoting a customer-centric culture:

role-modelling customer service standards

observing standard of customer service delivery

coaching team members towards improvement

identifying and rectifying customer service delivery issues.

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

principles of quality customer service:

customer expectations

enhancing customer experience

techniques for:

coaching others

providing performance feedback

seeking feedback

monitoring and reviewing customer services standards

improving customer service standards

organisational customer services standards:

professional service standards

designated response times

customer service procedures

resources required to deliver on customer service standards

commercial impact of:

quality customer service

poor customer service

positive and negative customer reviews

value and role of customer feedback in improving service delivery.

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. Promote a customer focused culture.

1.1.Ensure team understanding of and commitment to providing quality customer service and enhancing the customer’s experience.

1.2.Promote customer service standards within the team and encourage ownership over delivery of service standards.

1.3.Act as a positive role model displaying customer centric behaviours and consistently delivering on customer service standards.

2. Foster the customer culture.

2.1.Ensure adequate team resourcing to ensure delivery on customer service standards.

2.2.Monitor customer service and take action when standards are not met.

2.3.Provide feedback to team on their ability to meet customer service standards.

2.4.Provide coaching to team members to enhance customer service delivery.

3. Monitor and adjust customer service.

3.1.Seek feedback from team and customers on customer service standards.

3.2.Review customer trends and demands and seek opportunities to enhance customer experience based on findings.

3.3.Develop and document customer service improvement plans in consultation with the team.

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
Ensure team understanding of and commitment to providing quality customer service and enhancing the customer’s experience. 
Promote customer service standards within the team and encourage ownership over delivery of service standards. 
Act as a positive role model displaying customer centric behaviours and consistently delivering on customer service standards. 
Ensure adequate team resourcing to ensure delivery on customer service standards. 
Monitor customer service and take action when standards are not met. 
Provide feedback to team on their ability to meet customer service standards. 
Provide coaching to team members to enhance customer service delivery. 
Seek feedback from team and customers on customer service standards. 
Review customer trends and demands and seek opportunities to enhance customer experience based on findings. 
Develop and document customer service improvement plans in consultation with the team. 

Forms

Assessment Cover Sheet

SIRXCEG004 - Create a customer-centric culture
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:

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Assessment Record Sheet

SIRXCEG004 - Create a customer-centric culture

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: