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Evidence Guide: SIRXCCS304 - Coordinate interaction with customers

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

 

SIRXCCS304 - Coordinate interaction with customers

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

Implement customer service standards.

  1. Monitor service standards according to store policy.
  2. Identify deficiencies in service and take action as required according to store policy.
  3. Convey store and legislative policies and procedures in relation to customer service provision to team members.
  4. Give feedback on quality of service provision to team members and management on a regular basis and according to store policy.
Monitor service standards according to store policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify deficiencies in service and take action as required according to store policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Convey store and legislative policies and procedures in relation to customer service provision to team members.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Give feedback on quality of service provision to team members and management on a regular basis and according to store policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement store policy regarding customer complaints.

  1. Monitor service standards to ensure store policy in regard to customer complaints is implemented by sales staff.
  2. Authorise, action, or refer to a higher authority procedures to resolve customer complaints according to store policy.
  3. Satisfy customers’ special needs where appropriate according to store policy.
Monitor service standards to ensure store policy in regard to customer complaints is implemented by sales staff.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Authorise, action, or refer to a higher authority procedures to resolve customer complaints according to store policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Satisfy customers’ special needs where appropriate according to store policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate with management.

  1. Refer to management current store policies on customer service issues that may affect the operation of the department or section.
  2. Provide operational information to management and other supervisors in order to facilitate customer service planning.
Refer to management current store policies on customer service issues that may affect the operation of the department or section.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide operational information to management and other supervisors in order to facilitate customer service planning.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Lead customer service team.

  1. Interpret and communicate store policy and procedures and apply to store operation.
  2. Motivate, coach and mentor team members to achieve a high standard of service to customers.
  3. Ensure team access to current information on staff issues and operations.
  4. Clarify, plan and allocate team tasks in consultation with staff to ensure effective day-to-day store operations and efficient use of human resources.
  5. Inform team of changes in store service policy and procedures that affect their roles and responsibilities.
  6. 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.
  7. Encourage team members to contribute feedback in regard to achievement of performance targets and to offer suggestions for improved processes.
  8. Handle routine problems using appropriate problem-solving techniques and refer to management if required.
Interpret and communicate store policy and procedures and apply to store operation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Motivate, coach and mentor team members to achieve a high standard of service to customers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure team access to current information on staff issues and operations.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clarify, plan and allocate team tasks in consultation with staff to ensure effective day-to-day store operations and efficient use of human resources.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Inform team of changes in store service policy and procedures that affect their roles and responsibilities.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Encourage team members to contribute feedback in regard to achievement of performance targets and to offer suggestions for improved processes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Handle routine problems using appropriate problem-solving techniques and refer to management if required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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.

Required Skills and Knowledge

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

Range Statement

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.