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Evidence Guide: SIRXCEG006 - Provide online customer service

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

 

SIRXCEG006 - Provide online customer service

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

Communicate with customers online.

  1. Use digital communication tools to communicate with customers online according to organisational online customer service standards and procedures.
  2. Communicate with customers online using appropriate communication styles and within designated response times.
  3. Use correct spelling and grammar when communicating with customers in written form.
  4. Identify and take opportunities to improve customer experience within scope of own responsibility.
  5. Promote customer loyalty and repeat business when communicating with customers online.
  6. Request referrals, ratings and user-generated content from customers.
  7. Monitor customer demand for products and services and inform relevant personnel to ensure customer needs are met.
  8. Record customer interactions and feedback according to organisational policies and procedures.
  9. Make suggestions for improved customer service standards and procedures to relevant personnel.
Use digital communication tools to communicate with customers online according to organisational online customer service standards and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate with customers online using appropriate communication styles and within designated response times.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use correct spelling and grammar when communicating with customers in written form.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and take opportunities to improve customer experience within scope of own responsibility.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Promote customer loyalty and repeat business when communicating with customers online.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Request referrals, ratings and user-generated content from customers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Monitor customer demand for products and services and inform relevant personnel to ensure customer needs are met.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record customer interactions and feedback according to organisational policies and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make suggestions for improved customer service standards and procedures to relevant personnel.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to customer difficulties online.

  1. Identify customer difficulties and provide required support.
  2. Identify customer dissatisfaction and take action to avoid escalation.
  3. Follow organisational online customer service standards and procedures to respond to customer complaints.
  4. Refer complex customer complaints to relevant personnel for action.
  5. Maintain a professional manner during online customer interactions.
  6. Identify consistent and potential customer difficulties and report to relevant personnel to minimise future customer dissatisfaction.
Identify customer difficulties and provide required support.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify customer dissatisfaction and take action to avoid escalation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Follow organisational online customer service standards and procedures to respond to customer complaints.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer complex customer complaints to relevant personnel for action.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain a professional manner during online customer interactions.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify consistent and potential customer difficulties and report to relevant personnel to minimise future customer dissatisfaction.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Process online refunds and exchanges.

  1. Identify reasons for refunds and exchanges, and offer a replacement or alternative product or solution to maximise sales opportunities.
  2. Process online refunds and exchanges according to organisational policies and procedures.
Identify reasons for refunds and exchanges, and offer a replacement or alternative product or solution to maximise sales opportunities.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Process online refunds and exchanges according to organisational policies and procedures.

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 customers online.

1.1. Use digital communication tools to communicate with customers online according to organisational online customer service standards and procedures.

1.2. Communicate with customers online using appropriate communication styles and within designated response times.

1.3. Use correct spelling and grammar when communicating with customers in written form.

1.4. Identify and take opportunities to improve customer experience within scope of own responsibility.

1.5. Promote customer loyalty and repeat business when communicating with customers online.

1.6. Request referrals, ratings and user-generated content from customers.

1.7. Monitor customer demand for products and services and inform relevant personnel to ensure customer needs are met.

1.8. Record customer interactions and feedback according to organisational policies and procedures.

1.9. Make suggestions for improved customer service standards and procedures to relevant personnel.

2. Respond to customer difficulties online.

2.1. Identify customer difficulties and provide required support.

2.2. Identify customer dissatisfaction and take action to avoid escalation.

2.3. Follow organisational online customer service standards and procedures to respond to customer complaints.

2.4. Refer complex customer complaints to relevant personnel for action.

2.5. Maintain a professional manner during online customer interactions.

2.6. Identify consistent and potential customer difficulties and report to relevant personnel to minimise future customer dissatisfaction.

3. Process online refunds and exchanges.

3.1. Identify reasons for refunds and exchanges, and offer a replacement or alternative product or solution to maximise sales opportunities.

3.2. Process online refunds and exchanges according to organisational policies and procedures.

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 customers online.

1.1. Use digital communication tools to communicate with customers online according to organisational online customer service standards and procedures.

1.2. Communicate with customers online using appropriate communication styles and within designated response times.

1.3. Use correct spelling and grammar when communicating with customers in written form.

1.4. Identify and take opportunities to improve customer experience within scope of own responsibility.

1.5. Promote customer loyalty and repeat business when communicating with customers online.

1.6. Request referrals, ratings and user-generated content from customers.

1.7. Monitor customer demand for products and services and inform relevant personnel to ensure customer needs are met.

1.8. Record customer interactions and feedback according to organisational policies and procedures.

1.9. Make suggestions for improved customer service standards and procedures to relevant personnel.

2. Respond to customer difficulties online.

2.1. Identify customer difficulties and provide required support.

2.2. Identify customer dissatisfaction and take action to avoid escalation.

2.3. Follow organisational online customer service standards and procedures to respond to customer complaints.

2.4. Refer complex customer complaints to relevant personnel for action.

2.5. Maintain a professional manner during online customer interactions.

2.6. Identify consistent and potential customer difficulties and report to relevant personnel to minimise future customer dissatisfaction.

3. Process online refunds and exchanges.

3.1. Identify reasons for refunds and exchanges, and offer a replacement or alternative product or solution to maximise sales opportunities.

3.2. Process online refunds and exchanges according to organisational policies and procedures.

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

identify customer requirements and provide online customer service to address requirements, across four different online customer interactions

provide service to the above customers following organisational online customer service standards and procedures

follow organisational customer service standards and procedures to:

resolve a customer complaint

resolve a customer difficulty

process an online refund

process an online exchange

make suggestions for improved online customer service standards and procedures.

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

key legal and ethical considerations as related to online customer service provision:

Australian Consumer Law

privacy

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 services issues

key aspects of online communication:

written communication techniques

appropriate communication styles

role and use of tone in written communication

maintaining brand integrity

common causes of customer complaints and difficulties in an online environment

online customer service provision and techniques for:

identifying customer dissatisfaction

handling customer complaints

handling customer difficulties

generating customer loyalty

building rapport with customers

seeking referrals and user generated content

role and impact of customer feedback in an online environment:

positive feedback

negative feedback

commercial impact of:

unresolved customer complaints

customer dissatisfaction

refunds and exchanges.