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 |
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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. |
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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: Communicate with customers online. |
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Element: Respond to customer difficulties online. |
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Element: Process online refunds and exchanges. |
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