Unit Descriptor
This unit describes the performance outcomes, skills and knowledge required to deliver service to customers. It involves being able to communicate effectively with customers, respond to their complaints, receive and process sales orders, and identify special customer requirements.
The unit covers the 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 identify and resolve customer complaints.
Application of the Unit
This unit applies to frontline service personnel.
| Mapping |
Notes |
Date |
| Is superseded by SIRXCEG001 - Engage the customer |
• Not Equivalent • Unit updated to meet Standards for Training Packages • Updated title • Competency Field changed to Customer Engagement (CEG) • Significant change to Elements and Performance Criteria to streamline language and better define essential outcomes and performance • Updated knowledge requirements to reflect unit revisions. |
30/Mar/2016 |
Contains the following documents
- New Assessment Criteria and Definitions (in MS Word Format)
- New Evidence Document (in MS Word Format)
- Instructor Workbook/Guide (in MS Word Format)
- Learner Workbook (in MS Word Format)
- Learner Guide (in MS Word Format)
- New Improved Session Plan (in MS Word Format)
- PowerPoint presentation
- Assessment Matrix (Mapping Document)
For more information please contact us on sarah@rtomaterials.com.au
