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Evidence Guide: SIRXCEG001 - Engage the customer

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

 

SIRXCEG001 - Engage the customer

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

Engage customers.

  1. Greet customers in a polite and friendly manner within designated response times and make them a priority over other workplace duties.
  2. Clearly communicate with customers using appropriate verbal and non-verbal communication.
  3. Adapt communication style to appropriately communicate with customers from diverse backgrounds.
Greet customers in a polite and friendly manner within designated response times and make them a priority over other workplace duties.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clearly communicate with customers using appropriate verbal and non-verbal communication.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Adapt communication style to appropriately communicate with customers from diverse backgrounds.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assist customers.

  1. Identify and act on opportunities to assist customers and be available to assist customers when needed.
  2. Question and actively listen to customers to determine their needs.
  3. Resolve routine customer problems according to individual responsibility level and organisational policies and procedures.
  4. Address general customer enquiries and provide accurate information in a clear and courteous manner.
Identify and act on opportunities to assist customers and be available to assist customers when needed.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Question and actively listen to customers to determine their needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolve routine customer problems according to individual responsibility level and organisational policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Address general customer enquiries and provide accurate information in a clear and courteous manner.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Contribute to a service culture.

  1. Act in line with organisational service standards to ensure quality customer service.
  2. Show interest in customer's needs and maintain a welcoming customer environment free of complacency.
  3. Seek assistance from relevant personnel when customer’s needs are beyond scope of own responsibility.
  4. Identify and take opportunities to improve customer service standards.
  5. Refer customer service issues and feedback to relevant personnel for action.
Act in line with organisational service standards to ensure quality customer service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Show interest in customer's needs and maintain a welcoming customer environment free of complacency.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek assistance from relevant personnel when customer’s needs are beyond scope of own responsibility.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and take opportunities to improve customer service standards.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer customer service issues and feedback to relevant personnel for action.

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. Engage customers.

1.1.Greet customers in a polite and friendly manner within designated response times and make them a priority over other workplace duties.

1.2.Clearly communicate with customers using appropriate verbal and non-verbal communication.

1.3.Adapt communication style to appropriately communicate with customers from diverse backgrounds.

2. Assist customers.

2.1.Identify and act on opportunities to assist customers and be available to assist customers when needed.

2.2.Question and actively listen to customers to determine their needs.

2.3.Resolve routine customer problems according to individual responsibility level and organisational policies and procedures.

2.4.Address general customer enquiries and provide accurate information in a clear and courteous manner.

3. Contribute to a service culture.

3.1.Act in line with organisational service standards to ensure quality customer service.

3.2.Show interest in customer's needs and maintain a welcoming customer environment free of complacency.

3.3.Seek assistance from relevant personnel when customer’s needs are beyond scope of own responsibility.

3.4.Identify and take opportunities to improve customer service standards.

3.5.Refer customer service issues and feedback to relevant personnel for action.

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. Engage customers.

1.1.Greet customers in a polite and friendly manner within designated response times and make them a priority over other workplace duties.

1.2.Clearly communicate with customers using appropriate verbal and non-verbal communication.

1.3.Adapt communication style to appropriately communicate with customers from diverse backgrounds.

2. Assist customers.

2.1.Identify and act on opportunities to assist customers and be available to assist customers when needed.

2.2.Question and actively listen to customers to determine their needs.

2.3.Resolve routine customer problems according to individual responsibility level and organisational policies and procedures.

2.4.Address general customer enquiries and provide accurate information in a clear and courteous manner.

3. Contribute to a service culture.

3.1.Act in line with organisational service standards to ensure quality customer service.

3.2.Show interest in customer's needs and maintain a welcoming customer environment free of complacency.

3.3.Seek assistance from relevant personnel when customer’s needs are beyond scope of own responsibility.

3.4.Identify and take opportunities to improve customer service standards.

3.5.Refer customer service issues and feedback to relevant personnel for action.

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

contribute to a customer service culture by providing customer service, in line with organisational service standards, across four different customer interactions

for the above four customer interactions, individually or cumulatively involve:

customers from diverse backgrounds

resolution of two routine customer problems

provision of accurate information to address two general customer enquiries

referral of unresolved customer enquiry

use of effective communication techniques and positive body language.

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

organisational service standards and procedures for:

designated customer service response times

interacting with customers

solving routine customer problems

providing information to customers

basic principles for achieving positive customer service

verbal and non-verbal communication

techniques for effective communication:

open and closed questioning

paraphrasing

effective listening

voice tonality and volume

body language and its role in customer service

effective communication strategies for interacting with customers of diverse backgrounds

commercial impact of:

positive customer service

poor customer service

organisational information and sources of information to assist customer with customer enquiries.