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Evidence Guide: SIRXCCS003A - Coordinate interaction with 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

 

SIRXCCS003A - Coordinate interaction with customers

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

Implement customer service standards.

  1. Monitor service standards according to store policy.
  2. Identify deficiencies in service and take action as required according to store policy.
  3. Convey store and legislative policy and procedures in relation to customer service provision to team members.
  4. Give feedback on quality of service provision to team members and management on a regular basis.
Monitor service standards according to store policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify deficiencies in service and take action as required according to store policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Convey store and legislative policy and procedures in relation to customer service provision to team members.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Give feedback on quality of service provision to team members and management on a regular basis.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement store policy regarding customer complaints.

  1. Monitor service standards to ensure store policy in regard to customer complaints is implemented by sales staff.
  2. Authorise, action, or refer to a higher authority procedures to resolve customer complaints according to store policy.
  3. Satisfy customers' special needs where appropriate according to store policy.
Monitor service standards to ensure store policy in regard to customer complaints is implemented by sales staff.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Authorise, action, or refer to a higher authority procedures to resolve customer complaints according to store policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Satisfy customers' special needs where appropriate according to store policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate with management.

  1. Refer to management current store policies on customer service issues that may affect the operation of the department or section.
  2. Provide operational information to management and other supervisors in order to facilitate customer service planning.
Refer to management current store policies on customer service issues that may affect the operation of the department or section.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide operational information to management and other supervisors in order to facilitate customer service planning.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Lead customer service team.

  1. Interpret store policy and procedures and apply to store operation.
  2. Motivate team to achieve a high standard of service to customers.
  3. Ensure team access to current information on staff issues and operations.
  4. Clarify, plan and allocate team tasks in consultation with staff to ensure effective day-to-day store operations and efficient use of human resources.
  5. Inform team of changes in store service policy and procedures that affect their roles and responsibilities.
  6. Provide feedback to team in regard to achievement or non-achievement of agreed service standards and performance targets.
  7. Encourage team members to contribute feedback in regard to achievement of performance targets.
  8. Handle routine problems using appropriate problem-solving techniques and refer to management if required.
Interpret store policy and procedures and apply to store operation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Motivate team to achieve a high standard of service to customers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure team access to current information on staff issues and operations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clarify, plan and allocate team tasks in consultation with staff to ensure effective day-to-day store operations and efficient use of human resources.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Inform team of changes in store service policy and procedures that affect their roles and responsibilities.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide feedback to team in regard to achievement or non-achievement of agreed service standards and performance targets.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Encourage team members to contribute feedback in regard to achievement of performance targets.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Handle routine problems using appropriate problem-solving techniques and refer to management if required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

proactively coordinates a team in the provision of quality customer service according to store policy by:

consulting with staff

allocating tasks

conveying relevant information

applying store policy

monitoring performance

identifying deficiencies

providing feedback

motivating staff

solving routine problems

provides accurate feedback to management on operational and procedural matters related to provision of customer service

supervises the resolution of customer complaints according to store policy.

Context of and specific resources for assessment

Assessment must ensure access to:

a retail environment

relevant documentation, such as:

store policy and procedures manuals

reporting proformas

legislation and statutory requirements

industry codes of practice

a range of customers with different requirements

a client service team.

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

observation of performance in the workplace

third-party reports from a supervisor

customer feedback

answers to questions about specific skills and knowledge

review of portfolios of evidence and third-party workplace reports of on-the-job performance.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification.

Required Skills and Knowledge

This section describes the essential skills and knowledge and their level, required for this unit.

The following skills must be assessed as part of this unit:

interpersonal communication skills, including:

giving feedback

coaching

performance analysis

questioning, listening and observation

group presentation

team motivation

negotiation

team leadership

verbal and non-verbal communication

literacy skills in regard to:

completing a proforma for feedback to management

reading and interpreting store policy and procedures.

The following knowledge must be assessed as part of this unit:

store policy and procedures in regard to:

customer service

customer complaints about products or individual staff

staff supervision

monitoring team performance

discipline

grievance handling

allocating duties and responsibilities

meetings

store appraisal

merchandise and service range of the store

lines of communication to staff and management

relevant legislation and statutory requirements

relevant industry codes of practice

interpersonal communication techniques.

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below.

Service standards may apply to:

all store activities

internal and external customers.

Store policy may relate to:

customer service

staff supervision

dealing with customer complaints.

Legislative policies and procedures may include:

Trade Practices Act

tobacco laws

lottery legislation

liquor licensing regulations

sale of X and R rated products

sale of second-hand goods

trading hours

transport, storage and handling of goods.

Teams may include:

small work teams

store team

corporate team.

Feedback may include:

verbal reports

written reports

presentations

informal and formal meetings.

Customers may include:

new and existing customers

internal or external customers

customers with a range of social, cultural and ethnic backgrounds and physical and mental abilities

customers with routine or special needs.

Operational information may include:

varying levels of staff training

routine or busy trading times

sales trends.

Problem solving may be affected by:

store policy and procedures

resource implications.