Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
SIRXCCS304 Mapping and Delivery Guide
Coordinate interaction with customers
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | SIRXCCS304 - Coordinate interaction with customers |
---|---|---|---|
Description | 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. | ||
Employability Skills | This unit contains employability skills. | ||
Learning Outcomes and Application | The unit applies to staff with team leadership and managerial responsibility. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
||
Prerequisites/co-requisites | Nil | ||
Competency Field |
Development and validation strategy and guide for assessors and learners | Student Learning Resources | Handouts Activities |
Slides PPT |
Assessment 1 | Assessment 2 | Assessment 3 | Assessment 4 | |
---|---|---|---|---|---|---|---|---|
Elements of Competency | Performance Criteria | |||||||
Element: Implement customer service standards. |
| |||||||
Element: Implement store policy regarding customer complaints. |
| |||||||
Element: Communicate with management. |
| |||||||
Element: Lead customer service team. |
|