Unit of competency Outline

Date retreived
23/07/2026 11:00 PM AWST

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Coordinate interaction with customers

Coordinate interaction with customers

Unit of competency
National Code
SIRXCCS304
State Code
WD950
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
13/06/2012
View on TGA
State Implementation and Classification
Approved Date
20/08/2013
Field of Education
080501 - Sales
Original Release Date
20/08/2013
Nominal Hours
35
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.
Notes
Elements and Performance Criteria
1. Implement customer service standards.
  • 1.1.Monitor service standards according to store policy.
  • 1.2.Identify deficiencies in service and take action as required according to store policy.
  • 1.3.Convey store and legislative policies and procedures in relation to customer service provision to team members.
  • 1.4.Give feedback on quality of service provision to team members and management on a regular basis and according to store policy.
2. Implement store policy regarding customer complaints.
  • 2.1.Monitor service standards to ensure store policy in regard to customer complaints is implemented by sales staff.
  • 2.2.Authorise, action, or refer to a higher authority procedures to resolve customer complaints according to store policy.
  • 2.3.Satisfy customers’ special needs where appropriate according to store policy.
3. Communicate with management.
  • 3.1.Refer to management current store policies on customer service issues that may affect the operation of the department or section.
  • 3.2.Provide operational information to management and other supervisors in order to facilitate customer service planning.
4. Lead customer service team.
  • 4.1.Interpret and communicate store policy and procedures and apply to store operation.
  • 4.2.Motivate, coach and mentor team members to achieve a high standard of service to customers.
  • 4.3.Ensure team access to current information on staff issues and operations.
  • 4.4.Clarify, plan and allocate team tasks in consultation with staff to ensure effective day-to-day store operations and efficient use of human resources.
  • 4.5.Inform team of changes in store service policy and procedures that affect their roles and responsibilities.
  • 4.6.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.
  • 4.7.Encourage team members to contribute feedback in regard to achievement of performance targets and to offer suggestions for improved processes.
  • 4.8.Handle routine problems using appropriate problem-solving techniques and refer to management if required.
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.
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.
Replaces
State Code National Code Title Type
S6114 SIRXCCS003A Coordinate interaction with customers Unit of competency
Replaced By
State Code National Code Title Type
AWX31 SIRXCEG004 Create a customer-centric culture Unit of competency