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

SIRXCEG006 Mapping and Delivery Guide
Provide online customer service

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency SIRXCEG006 - Provide online customer service
Description
Employability Skills
Learning Outcomes and Application This unit describes the performance outcomes, skills and knowledge required to interact with customers using online communication tools. It requires the ability to provide information to customers, handle customer difficulties, and provide customer service and support in an online environment. It applies to individuals who interact with customers online in a diverse range of businesses with an online presence. They operate with some independence, 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 service industries environment. This can be:

an industry workplace

a simulated industry environment.

Assessment must ensure access to:

relevant documentation:

organisational policies and procedures:

processing refunds and exchanges online

recording customer information

organisational online customer service standards:

response times

communication styles

handling customer complaints

reporting customer service issues

information technology hardware and software

online communication tools

online information systems

online 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.

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: Communicate with customers online.
  • Use digital communication tools to communicate with customers online according to organisational online customer service standards and procedures.
  • Communicate with customers online using appropriate communication styles and within designated response times.
  • Use correct spelling and grammar when communicating with customers in written form.
  • Identify and take opportunities to improve customer experience within scope of own responsibility.
  • Promote customer loyalty and repeat business when communicating with customers online.
  • Request referrals, ratings and user-generated content from customers.
  • Monitor customer demand for products and services and inform relevant personnel to ensure customer needs are met.
  • Record customer interactions and feedback according to organisational policies and procedures.
  • Make suggestions for improved customer service standards and procedures to relevant personnel.
       
Element: Respond to customer difficulties online.
  • Identify customer difficulties and provide required support.
  • Identify customer dissatisfaction and take action to avoid escalation.
  • Follow organisational online customer service standards and procedures to respond to customer complaints.
  • Refer complex customer complaints to relevant personnel for action.
  • Maintain a professional manner during online customer interactions.
  • Identify consistent and potential customer difficulties and report to relevant personnel to minimise future customer dissatisfaction.
       
Element: Process online refunds and exchanges.
  • Identify reasons for refunds and exchanges, and offer a replacement or alternative product or solution to maximise sales opportunities.
  • Process online refunds and exchanges according to organisational policies and procedures.
       


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. Communicate with customers online.

1.1. Use digital communication tools to communicate with customers online according to organisational online customer service standards and procedures.

1.2. Communicate with customers online using appropriate communication styles and within designated response times.

1.3. Use correct spelling and grammar when communicating with customers in written form.

1.4. Identify and take opportunities to improve customer experience within scope of own responsibility.

1.5. Promote customer loyalty and repeat business when communicating with customers online.

1.6. Request referrals, ratings and user-generated content from customers.

1.7. Monitor customer demand for products and services and inform relevant personnel to ensure customer needs are met.

1.8. Record customer interactions and feedback according to organisational policies and procedures.

1.9. Make suggestions for improved customer service standards and procedures to relevant personnel.

2. Respond to customer difficulties online.

2.1. Identify customer difficulties and provide required support.

2.2. Identify customer dissatisfaction and take action to avoid escalation.

2.3. Follow organisational online customer service standards and procedures to respond to customer complaints.

2.4. Refer complex customer complaints to relevant personnel for action.

2.5. Maintain a professional manner during online customer interactions.

2.6. Identify consistent and potential customer difficulties and report to relevant personnel to minimise future customer dissatisfaction.

3. Process online refunds and exchanges.

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

3.2. Process online refunds and exchanges according to organisational policies and procedures.

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

identify customer requirements and provide online customer service to address requirements, across four different online customer interactions

provide service to the above customers following organisational online customer service standards and procedures

follow organisational customer service standards and procedures to:

resolve a customer complaint

resolve a customer difficulty

process an online refund

process an online exchange

make suggestions for improved online customer service standards and procedures.

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

key legal and ethical considerations as related to online customer service provision:

Australian Consumer Law

privacy

organisational policies and procedures:

processing refunds and exchanges online

recording customer information

organisational online customer service standards:

response times

communication styles

handling customer complaints

reporting customer services issues

key aspects of online communication:

written communication techniques

appropriate communication styles

role and use of tone in written communication

maintaining brand integrity

common causes of customer complaints and difficulties in an online environment

online customer service provision and techniques for:

identifying customer dissatisfaction

handling customer complaints

handling customer difficulties

generating customer loyalty

building rapport with customers

seeking referrals and user generated content

role and impact of customer feedback in an online environment:

positive feedback

negative feedback

commercial impact of:

unresolved customer complaints

customer dissatisfaction

refunds and exchanges.


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. Communicate with customers online.

1.1. Use digital communication tools to communicate with customers online according to organisational online customer service standards and procedures.

1.2. Communicate with customers online using appropriate communication styles and within designated response times.

1.3. Use correct spelling and grammar when communicating with customers in written form.

1.4. Identify and take opportunities to improve customer experience within scope of own responsibility.

1.5. Promote customer loyalty and repeat business when communicating with customers online.

1.6. Request referrals, ratings and user-generated content from customers.

1.7. Monitor customer demand for products and services and inform relevant personnel to ensure customer needs are met.

1.8. Record customer interactions and feedback according to organisational policies and procedures.

1.9. Make suggestions for improved customer service standards and procedures to relevant personnel.

2. Respond to customer difficulties online.

2.1. Identify customer difficulties and provide required support.

2.2. Identify customer dissatisfaction and take action to avoid escalation.

2.3. Follow organisational online customer service standards and procedures to respond to customer complaints.

2.4. Refer complex customer complaints to relevant personnel for action.

2.5. Maintain a professional manner during online customer interactions.

2.6. Identify consistent and potential customer difficulties and report to relevant personnel to minimise future customer dissatisfaction.

3. Process online refunds and exchanges.

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

3.2. Process online refunds and exchanges according to organisational policies and procedures.

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
Use digital communication tools to communicate with customers online according to organisational online customer service standards and procedures. 
Communicate with customers online using appropriate communication styles and within designated response times. 
Use correct spelling and grammar when communicating with customers in written form. 
Identify and take opportunities to improve customer experience within scope of own responsibility. 
Promote customer loyalty and repeat business when communicating with customers online. 
Request referrals, ratings and user-generated content from customers. 
Monitor customer demand for products and services and inform relevant personnel to ensure customer needs are met. 
Record customer interactions and feedback according to organisational policies and procedures. 
Make suggestions for improved customer service standards and procedures to relevant personnel. 
Identify customer difficulties and provide required support. 
Identify customer dissatisfaction and take action to avoid escalation. 
Follow organisational online customer service standards and procedures to respond to customer complaints. 
Refer complex customer complaints to relevant personnel for action. 
Maintain a professional manner during online customer interactions. 
Identify consistent and potential customer difficulties and report to relevant personnel to minimise future customer dissatisfaction. 
Identify reasons for refunds and exchanges, and offer a replacement or alternative product or solution to maximise sales opportunities. 
Process online refunds and exchanges according to organisational policies and procedures. 

Forms

Assessment Cover Sheet

SIRXCEG006 - Provide online customer service
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

SIRXCEG006 - Provide online customer service

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: