SIRXCEG001 Engage the customer
Newbery Consulting is pleased to offer the unit of competency assessment packages in support the unit of competency SIRXCEG001 – Engage the customer. The Package includes the complete assessment materials including:
- Assessment Mapping Guide
- Assessment Recording Tools
- Assessor Instructions
- Candidate Instructions
Unit Description: This unit describes the performance outcomes, skills and knowledge required to interact and communicate with a diverse range of customers to assist with basic enquiries and contribute to a service culture.
It applies to individuals working in frontline customer service roles in a diverse range of industry sectors and business contexts. They operate with some independence under general supervision and guidance from others, and within established organisational policies and procedures.
Assessment Overview: This assessment package is made up of 5 assessment tasks.
- Assessment Task 1: Knowledge Test – Candidates must provide written responses to all the questions provided in the section.
- Assessment Task 2: Case Study – Candidates must provide written responses to two case studies describing the implications of positive and negative customer service has on a business.
- Assessment Task 3: Observation Task – Candidates must participate in four role plays in a simulated workplace environment demonstrating their customer service skills.
- Assessment Task 4: Project Report – Candidates must create a report identifying improvements to customer service standards in their workplace or local retail store.
- Assessment Task 5: Supervisor Report – The assessor will have an interview with the workplace supervisor to discuss the candidate’s workplace performance.
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