SIRXCEG002 Assist with customer difficulties
Newbery Consulting is pleased to offer the unit of competency assessment packages in support the unit of competency SIRXCEG002 – Assist with customer difficulties. 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 solve customer problems and use techniques to deal with customer difficulties.
It applies to individuals working in frontline customer service roles in a diverse range of industry sectors and business contexts. They operate with independence and under limited 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. They must address all questions in the case studies.
- Assessment Task 3: Observation Task – Candidates must participate in four role plays in a simulated workplace environment.
- 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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