- SIRXCCS002A - Interact with customers
Interact with customers
This unit applies to frontline service personnel. It requires the team member to demonstrate consistent application of store policies and industry codes of practice to provide a quality service environment by treating customers and team members in a courteous and professional manner through all stages of the service and sales procedure, and to accurately identify and resolve customer complaints.
Elements and Performance Criteria
Deliver service to customers.
Conduct communication with customers in a professional, courteous manner according to store policy.
Meet customer needs and reasonable requests or refer to supervisor according to store policy and legislative requirements.
Record customer details and information where necessary.
Identify and anticipate possible problems and take action to minimise the effect on customer satisfaction.
Recognise and act upon opportunities to deliver additional levels of service beyond the customer's immediate request.
Maintain contact with customer until sale is completed according to store policy.
Farewell customer appropriately and courteously according to store policy.
Use verbal and non-verbal communication to develop rapport with customers during service delivery.
Encourage repeat customers by promotion of appropriate services or products according to store policy.
Process customer returns or refunds according to store policy and procedures.
Respond to customer complaints.
Convey a positive, helpful attitude to customers when handling complaints according to store policy.
Handle complaints sensitively, courteously and with discretion.
Establish and confirm with customer nature of complaint by active listening and questioning.
Take action to resolve complaint to customers' satisfaction wherever possible.
Promptly refer unresolved customer dissatisfaction or complaints to supervisor.
Take the opportunity to turn incidents of customer dissatisfaction into a demonstration of high-quality service to customers according to store policy.
Complete documentation regarding customer dissatisfaction or complaints accurately and legibly.
Take follow-up action as necessary to ensure customer satisfaction.
Receive and process sales orders.
Record customers' details and information accurately.
Promptly refer customers to appropriate area as required.
Provide customers with information in clear, concise manner.
Process, record and act upon sales orders according to store policy.
Identify special customer requirements.
Promptly identify customers with special needs or requirements by observation and questioning.
Verbally and non-verbally convey a willingness to assist.
Promptly service, refer or redirect customers' needs as required.
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:
greeting and farewelling techniques
add-on selling concepts
literacy skills in the following areas:
written procedures for orders, in person, by telephone or in electronic format
message taking in person or by telephone
written record of complaints
sales, stock and delivery documentation
numeracy skills in regard to:
handling of tender
weighing and measuring goods.
The following knowledge must be assessed as part of this unit:
store policy and procedures in regard to:
dealing with customer complaints
allocated duties and responsibilities
customer returns and refunds
lay-by, gift voucher and rain-check procedures
merchandise and service range of store departments
location of store departments
functions and procedures for operating the store telephone system and other communication equipment and the relevant numbers
relevant legislation and statutory requirements
relevant industry codes of practice
relevant OHS requirements
questioning and active listening
following set routines and procedures
handling difficult or abusive customers.
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:
consistently applies store policy and procedures and industry codes of practice in regard to customer service
provides a quality service environment by treating customers and team members in a courteous and professional manner through all stages of the service and sales procedure
accurately identifies the nature of customer complaints, resolves complaints and provides service to customers according to store policies
uses effective questioning, active listening and observation skills to identify special customer requirements
accesses, records and processes sales orders accurately and responsibly according to store policy and procedures
collaboratively works within a team to meet customers' needs.
Context of and specific resources for assessment
Assessment must ensure access to:
a real or simulated work environment
relevant documentation, such as:
sales order forms
complaint and return forms
stock, inventory and price lists
store policy and procedures manuals
a range of customers with different requirements
point-of-sale equipment and materials
a communication system or a range of communication equipment.
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
a role play
third-party reports from a supervisor
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, for example:
SIRXCCS001A Apply point-of-sale handling procedures
SIRXRSK001A Minimise theft
SIRXINV001A Perform stock control procedures
SIRXFIN001A Balance point-of-sale terminal.
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.
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.
Communication techniques may include:
using open and inclusive language
speaking clearly and concisely
using appropriate language
face-to-face or telephone contact with customers.
Customers may include:
new or repeat contacts
internal and external contacts
customers with routine or special requests
people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.
Store policy may relate to:
dealing with customer complaints
processing sales orders
Customer needs may include:
information regarding store facilities and services
location of specific items within the store
returns or refunds.
Legislative requirements may include:
Trade Practices Act
liquor licensing regulations
sale of X and R rated products
sale of second-hand goods
transport, storage and handling of goods.
Service may include:
all store activities
internal and external customers
follow up in event of delays in service provision.
Complaints may relate to:
Follow-up action may require:
verbal and non-verbal communication with:
supervisors and management
recommendations to supervisor regarding policy and procedure development or alteration.
Sales orders may be:
Client and Customer Service
The required outcomes described in this unit contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements.