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Evidence Guide: SIRCCCS002 - Provide and promote services to pharmacy customers

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

SIRCCCS002 - Provide and promote services to pharmacy customers

What evidence can you provide to prove your understanding of each of the following citeria?

Communicate with internal and external customers.

  1. Communicate with customers in a polite, professional and friendly manner within designated response times.
  2. Use appropriate language and tone in both written and spoken communication.
  3. Observe, respond to and use appropriate non verbal communication.
  4. Use active listening and questioning to facilitate effective two way communication.
  5. Select and use communication medium and format appropriate to the situation.
Communicate with customers in a polite, professional and friendly manner within designated response times.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use appropriate language and tone in both written and spoken communication.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Observe, respond to and use appropriate non verbal communication.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use active listening and questioning to facilitate effective two way communication.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select and use communication medium and format appropriate to the situation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide service to customers.

  1. Respect and respond to diverse customers and their varying needs.
  2. Establish rapport with customers to promote goodwill and trust during service delivery.
  3. Identify customer needs and expectations using tact and discretion.
  4. Recognise and respond to customers with special needs, and adapt communication style accordingly.
  5. Anticipate customer questions and provide appropriate scope and depth of information to meet their needs.
  6. Provide appropriate service time and special assistance to customers with special needs.
  7. Monitor time and proactively communicate with customers to manage competing customer service priorities.
  8. Identify high-risk customers and refer to relevant colleagues when services needs go beyond scope of own job role.
Respect and respond to diverse customers and their varying needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish rapport with customers to promote goodwill and trust during service delivery.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify customer needs and expectations using tact and discretion.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recognise and respond to customers with special needs, and adapt communication style accordingly.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Anticipate customer questions and provide appropriate scope and depth of information to meet their needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide appropriate service time and special assistance to customers with special needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor time and proactively communicate with customers to manage competing customer service priorities.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify high-risk customers and refer to relevant colleagues when services needs go beyond scope of own job role.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Enhance and promote services.

  1. Identify and take opportunities to enhance service quality beyond immediate requests of customers.
  2. Use communication skills to engage with customers and anticipate broader customer needs.
  3. Consider full range of products and services offered when providing services.
  4. Recognise potential health care support needs and provide current and accurate information on options.
  5. Regularly obtain information to update knowledge of current and new pharmacy health care support services.
Identify and take opportunities to enhance service quality beyond immediate requests of customers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use communication skills to engage with customers and anticipate broader customer needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Consider full range of products and services offered when providing services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recognise potential health care support needs and provide current and accurate information on options.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Regularly obtain information to update knowledge of current and new pharmacy health care support services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to behaviours of concern.

  1. Identify potential for conflict and take swift and tactful action to prevent escalation.
  2. Deal with behaviours of concern firmly and diplomatically using resolution techniques to manage challenging circumstances.
  3. Take action discreetly to minimise impact on other customers.
  4. Prioritise safety of self and others, identify threats and request assistance.
Identify potential for conflict and take swift and tactful action to prevent escalation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deal with behaviours of concern firmly and diplomatically using resolution techniques to manage challenging circumstances.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take action discreetly to minimise impact on other customers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Prioritise safety of self and others, identify threats and request assistance.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to customer complaints.

  1. Recognise customer dissatisfaction and take swift action to avoid escalation to a complaint.
  2. Respond to customer complaints positively, sensitively and politely.
  3. Seek solutions by consulting the customer.
  4. Resolve complaints according to individual empowerment and organisational policy.
  5. Refer complex service issues to relevant colleagues according to organisational procedures.
  6. Maintain a positive and cooperative manner at all times.
Recognise customer dissatisfaction and take swift action to avoid escalation to a complaint.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to customer complaints positively, sensitively and politely.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek solutions by consulting the customer.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolve complaints according to individual empowerment and organisational policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer complex service issues to relevant colleagues according to organisational procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain a positive and cooperative manner at all times.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1. Communicate with internal and external customers.

1.1.Communicate with customers in a polite, professional and friendly manner within designated response times.

1.2.Use appropriate language and tone in both written and spoken communication.

1.3.Observe, respond to and use appropriate non verbal communication.

1.4.Use active listening and questioning to facilitate effective two way communication.

1.5.Select and use communication medium and format appropriate to the situation.

2. Provide service to customers.

2.1.Respect and respond to diverse customers and their varying needs.

2.2.Establish rapport with customers to promote goodwill and trust during service delivery.

2.3.Identify customer needs and expectations using tact and discretion.

2.4.Recognise and respond to customers with special needs, and adapt communication style accordingly.

2.5.Anticipate customer questions and provide appropriate scope and depth of information to meet their needs.

2.6.Provide appropriate service time and special assistance to customers with special needs.

2.7.Monitor time and proactively communicate with customers to manage competing customer service priorities.

2.8.Identify high-risk customers and refer to relevant colleagues when services needs go beyond scope of own job role.

3. Enhance and promote services.

3.1.Identify and take opportunities to enhance service quality beyond immediate requests of customers.

3.2.Use communication skills to engage with customers and anticipate broader customer needs.

3.3.Consider full range of products and services offered when providing services.

3.4.Recognise potential health care support needs and provide current and accurate information on options.

3.5.Regularly obtain information to update knowledge of current and new pharmacy health care support services.

4. Respond to behaviours of concern.

4.1.Identify potential for conflict and take swift and tactful action to prevent escalation.

4.2.Deal with behaviours of concern firmly and diplomatically using resolution techniques to manage challenging circumstances.

4.3.Take action discreetly to minimise impact on other customers.

4.4.Prioritise safety of self and others, identify threats and request assistance.

5. Respond to customer complaints.

5.1.Recognise customer dissatisfaction and take swift action to avoid escalation to a complaint.

5.2.Respond to customer complaints positively, sensitively and politely.

5.3.Seek solutions by consulting the customer.

5.4.Resolve complaints according to individual empowerment and organisational policy.

5.5.Refer complex service issues to relevant colleagues according to organisational procedures.

5.6.Maintain a positive and cooperative manner at all times.

Required Skills and Knowledge

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

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

1. Communicate with internal and external customers.

1.1.Communicate with customers in a polite, professional and friendly manner within designated response times.

1.2.Use appropriate language and tone in both written and spoken communication.

1.3.Observe, respond to and use appropriate non verbal communication.

1.4.Use active listening and questioning to facilitate effective two way communication.

1.5.Select and use communication medium and format appropriate to the situation.

2. Provide service to customers.

2.1.Respect and respond to diverse customers and their varying needs.

2.2.Establish rapport with customers to promote goodwill and trust during service delivery.

2.3.Identify customer needs and expectations using tact and discretion.

2.4.Recognise and respond to customers with special needs, and adapt communication style accordingly.

2.5.Anticipate customer questions and provide appropriate scope and depth of information to meet their needs.

2.6.Provide appropriate service time and special assistance to customers with special needs.

2.7.Monitor time and proactively communicate with customers to manage competing customer service priorities.

2.8.Identify high-risk customers and refer to relevant colleagues when services needs go beyond scope of own job role.

3. Enhance and promote services.

3.1.Identify and take opportunities to enhance service quality beyond immediate requests of customers.

3.2.Use communication skills to engage with customers and anticipate broader customer needs.

3.3.Consider full range of products and services offered when providing services.

3.4.Recognise potential health care support needs and provide current and accurate information on options.

3.5.Regularly obtain information to update knowledge of current and new pharmacy health care support services.

4. Respond to behaviours of concern.

4.1.Identify potential for conflict and take swift and tactful action to prevent escalation.

4.2.Deal with behaviours of concern firmly and diplomatically using resolution techniques to manage challenging circumstances.

4.3.Take action discreetly to minimise impact on other customers.

4.4.Prioritise safety of self and others, identify threats and request assistance.

5. Respond to customer complaints.

5.1.Recognise customer dissatisfaction and take swift action to avoid escalation to a complaint.

5.2.Respond to customer complaints positively, sensitively and politely.

5.3.Seek solutions by consulting the customer.

5.4.Resolve complaints according to individual empowerment and organisational policy.

5.5.Refer complex service issues to relevant colleagues according to organisational procedures.

5.6.Maintain a positive and cooperative manner at all times.

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

communicate effectively and provide quality customer service to customers of diverse ages, physical wellbeing and cultural background

manage six customer interactions using the following communication methods:

face-to-face (at least four)

telephone

respond appropriately to:

two complaints

two situations where customers exhibit behaviours of concern.

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

principles of quality customer service and positive communication

communication techniques:

open and closed questioning

active listening

verbal and non-verbal cues

voice tonality and volume

body language

methods for conveying information clearly and concisely

essential features, conventions and usage of these types of communication media:

email

telephone

general characteristics of the main social and cultural groups in Australian society and key aspects of their cultural and religious protocols and preferences for service and communication

professional service standards expected of pharmacy service industry personnel; expected attitudes, attributes and ethics to work with customers:

discretion

patience

respect

sensitivity

tact

tolerance

community pharmacy industry and organisational:

types of internal and external customers; their service and communication expectations

types of high risk customers

designated response times for acknowledging customers and their enquiry

personal presentation standards

customer service policies and procedures including those for handling complaints and difficult customer behaviour

basic aspects of stresses faced by customers with special circumstances, their potential needs, and communication techniques to manage these types of customers, including when referral to the pharmacist is indicated:

alcohol and/or drug affected

people with disabilities

people with mental health issues

the elderly

the physically unwell

those with special language or cultural needs

basic causes and types of behaviours of concern exhibited by community pharmacy customers:

aggression and verbal abuse

confusion and cognitive impairment

intoxication and influence of illicit drugs

intrusive behaviour

manipulation

noisiness

wandering

conflict theory:

signs

stages and levels of escalation

types of resolution or result

complaint and conflict resolution and communication techniques:

assertiveness

active listening

empathy

nonverbal communication

language style

negotiation

key provisions of the Community Pharmacy Service Charter

sources of information on pharmacy health care support services:

Commonwealth Government Department of Health

Current Community Pharmacy Agreement

in-house information system

industry associations

online and printed brochures

types of health care support and professional services offered by pharmacies, including the basic features, benefits, administration and service requirements of:

Aboriginal and Torres Strait Islander Programs; those relevant to customer interaction

Australian Needle and Syringe Program

blood glucose testing

blood pressure testing

obstructive sleep apnoea services

supply and hire of home health care aids and equipment

Medicines Use review (MUR)

Home Medicines Review (HMR)

Diabetes Medication Management Service

provision of Dose Administration Aids (DAAs)

a range of formats for and inclusions of information presented to customers.