SIRXCEG003 Build customer relationships and loyalty
Newbery Consulting is pleased to offer the unit of competency assessment packages in support the unit of competency SIRXCEG003 – Build customer relationships and loyalty. 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 build customer relationships and foster customer loyalty.
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 a case study regarding customer expectations and satisfaction. They must address all questions in the case study.
- Assessment Task 3: Observation Task -Candidates must participate in six role plays in a simulated workplace environment demonstrating their ability to provide current, accurate and relevant information and assistance when building customer brand loyalty and rectifying customer complaints.
- 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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