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Evidence Guide: SIRXCEG003 - Build customer relationships and loyalty

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

 

SIRXCEG003 - Build customer relationships and loyalty

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

Develop relationships with customers.

  1. Provide personalised service to customers in a professional manner that promotes repeat business.
  2. Identify repeat business and acknowledge customer return.
  3. Provide tailored recommendations for products and services based on known individual customer needs.
Provide personalised service to customers in a professional manner that promotes repeat business.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify repeat business and acknowledge customer return.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide tailored recommendations for products and services based on known individual customer needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Generate customer loyalty.

  1. Convert customers to brand advocates through exemplary customer service.
  2. Inform customers of benefits associated with promotions and loyalty programs as required.
  3. Identify trends in customer demands for products and services and communicate with relevant personnel to ensure availability.
Convert customers to brand advocates through exemplary customer service.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Inform customers of benefits associated with promotions and loyalty programs as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify trends in customer demands for products and services and communicate with relevant personnel to ensure availability.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deal with escalated customer complaints.

  1. Clarify information regarding escalated customer complaints referred from team members.
  2. Take action to pacify customer maintaining a calm and professional manner.
  3. Identify source of customer dissatisfaction and seek appropriate solutions in consultation with the customer.
  4. Ensure the customer is satisfied with solutions and offer compensation in line with level of responsibility.
Clarify information regarding escalated customer complaints referred from team members.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take action to pacify customer maintaining a calm and professional manner.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify source of customer dissatisfaction and seek appropriate solutions in consultation with the customer.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure the customer is satisfied with solutions and offer compensation in line with level of responsibility.

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. Develop relationships with customers.

1.1.Provide personalised service to customers in a professional manner that promotes repeat business.

1.2.Identify repeat business and acknowledge customer return.

1.3.Provide tailored recommendations for products and services based on known individual customer needs.

2. Generate customer loyalty.

2.1.Convert customers to brand advocates through exemplary customer service.

2.2.Inform customers of benefits associated with promotions and loyalty programs as required.

2.3.Identify trends in customer demands for products and services and communicate with relevant personnel to ensure availability.

3. Deal with escalated customer complaints.

3.1.Clarify information regarding escalated customer complaints referred from team members.

3.2.Take action to pacify customer maintaining a calm and professional manner.

3.3.Identify source of customer dissatisfaction and seek appropriate solutions in consultation with the customer.

3.4.Ensure the customer is satisfied with solutions and offer compensation in line with level of responsibility.

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. Develop relationships with customers.

1.1.Provide personalised service to customers in a professional manner that promotes repeat business.

1.2.Identify repeat business and acknowledge customer return.

1.3.Provide tailored recommendations for products and services based on known individual customer needs.

2. Generate customer loyalty.

2.1.Convert customers to brand advocates through exemplary customer service.

2.2.Inform customers of benefits associated with promotions and loyalty programs as required.

2.3.Identify trends in customer demands for products and services and communicate with relevant personnel to ensure availability.

3. Deal with escalated customer complaints.

3.1.Clarify information regarding escalated customer complaints referred from team members.

3.2.Take action to pacify customer maintaining a calm and professional manner.

3.3.Identify source of customer dissatisfaction and seek appropriate solutions in consultation with the customer.

3.4.Ensure the customer is satisfied with solutions and offer compensation in line with level of responsibility.

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

provide current, accurate and relevant information and assistance to four different customers regarding the following to build customer brand loyalty:

promotional activities

products and services

brand or business customer benefits

identify trends in customer purchasing patterns and make recommendations that enhance customer service and loyalty

take appropriate action to resolve two escalated customer complaints.

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

techniques for:

providing personalised extemporary customer service

anticipating customer preferences, needs and expectations throughout the service experience

building customer loyalty

resolving escalated customer complaints

pacifying dissatisfied customers

commercial benefits of building customer relationships and loyalty

industry and organisational:

professional service standards

attitudes and attributes expected when engaging with customers

different customer service needs and expectations

types of customer benefits

essential features and use of customer databases

key aspects of Australian consumer and privacy law as relevant to customer interactions.