Assessor Resource

SIRXCCS304
Coordinate interaction with customers

Assessment tool

Version 1.0
Issue Date: May 2024


The unit applies to staff with team leadership and managerial responsibility.

This unit describes the performance outcomes, skills and knowledge required to coordinate interaction with customers. It involves implementing customer service standards, implementing store policy regarding customer complaints, communicating with management, and leading a customer service team.

This unit covers the ability to coordinate a customer service team, provide accurate feedback to management on operational and procedural matters related to customer service, and supervise the resolution of customer complaints according to store policy.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Nil

Employability Skills

This unit contains employability skills.



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

proactively coordinates a team in the provision of quality customer service according to store policy by:

allocating tasks

applying store policy

consulting with staff

conveying relevant information

identifying deficiencies

monitoring performance

motivating staff

solving routine problems

provides accurate feedback to management on operational and procedural matters related to provision of customer service

supervises the resolution of customer complaints according to store policy.

Context of and specific resources for assessment

Assessment must ensure access to:

a retail work environment

relevant documentation, such as:

industry codes of practice

legislation and statutory requirements

reporting proformas

store policy and procedures manuals

a range of customers with different requirements

a client service team.

Method 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

customer feedback

answers to questions about specific skills and knowledge

review of portfolios of evidence and third-party workplace reports of on-the-job performance.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

communication and interpersonal skills to:

coach and give feedback

lead teams

make group presentations

negotiate, persuade and motivate

participate in performance analysis

question, listen and observe

use verbal and nonverbal communication

literacy skills to:

complete a proforma for feedback to management

read and interpret store policy and procedures

problem-solving skills to handle routine problems

Required knowledge

interpersonal communication techniques

lines of communication to staff and management

merchandise and service range of the store

relevant industry codes of practice relating to interaction with customers

store policy and procedures in regard to:

customer service

customer complaints about products or individual staff

staff supervision

monitoring team performance

discipline

grievance handling

allocating duties and responsibilities

meetings

store appraisal

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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the individual, accessibility of the item, and local industry and regional contexts) may also be included.

Service standards may apply to:

all store activities

internal and external customers.

Store policy may relate to:

customer service

dealing with customer complaints

staff supervision.

Legislative policies and procedures may include:

liquor licensing regulations

lottery legislation

sale of second-hand goods

sale of X and R-rated products

tobacco laws

Australian consumer law

trading hours

transport, storage and handling of goods.

Teams may include:

corporate team

small work team

store team.

Feedback may include:

informal and formal meetings

presentations

verbal reports

written reports.

Customers may include:

customers with a range of social, cultural and ethnic backgrounds and physical and mental abilities

customers with routine or special needs

internal or external customers

new and existing customers.

Operational information may include:

routine or busy trading times

sales trends

varying levels of staff training.

Problem solving may be affected by:

resource implications

store policy and procedures.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Monitor service standards according to store policy. 
Identify deficiencies in service and take action as required according to store policy. 
Convey store and legislative policies and procedures in relation to customer service provision to team members. 
Give feedback on quality of service provision to team members and management on a regular basis and according to store policy. 
Monitor service standards to ensure store policy in regard to customer complaints is implemented by sales staff. 
Authorise, action, or refer to a higher authority procedures to resolve customer complaints according to store policy. 
Satisfy customers’ special needs where appropriate according to store policy. 
Refer to management current store policies on customer service issues that may affect the operation of the department or section. 
Provide operational information to management and other supervisors in order to facilitate customer service planning. 
Interpret and communicate store policy and procedures and apply to store operation. 
Motivate, coach and mentor team members to achieve a high standard of service to customers. 
Ensure team access to current information on staff issues and operations. 
Clarify, plan and allocate team tasks in consultation with staff to ensure effective day-to-day store operations and efficient use of human resources. 
Inform team of changes in store service policy and procedures that affect their roles and responsibilities. 
Provide feedback to team in regard to achievement or non-achievement of agreed service standards and performance targets in line with standard store policy and procedures. 
Encourage team members to contribute feedback in regard to achievement of performance targets and to offer suggestions for improved processes. 
Handle routine problems using appropriate problem-solving techniques and refer to management if required. 

Forms

Assessment Cover Sheet

SIRXCCS304 - Coordinate interaction with customers
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

SIRXCCS304 - Coordinate interaction with customers

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: