Engage the customer

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver SIRXCEG001, 'Engage the customer'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Reference books for 'Engage the customer' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)

Elements and 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.