Assist with customer difficulties
This unit is an accredited training resource consistent with the Nationally Recognised Training requirements for Vocational Education and Training (VET) and is ideal for Registered Training Organisations (RTOs) in Australia. It consists of Learning Resource Material (instructional theory), an Assessment Workbook, and information about assessment mapping to the Performance Criteria, Knowledge Evidence, and Performance Evidence requirements of this accredited unit.
Our SIRXCEG002 training product is available for purchase as a hardcopy (printed) book in both Learner Guide and Trainer/Assessor Guide variants. This unit is available for enrolment and online training/assessment via Catapult LMS (Learning Management System). NOTE: If you are a training provider, please do your own validation, in accordance with your Training and Assessment Strategy (TAS).
This SIRXCEG002 unit is an accredited training resource consistent with the Nationally Recognised Training requirements for Vocational Education and Training (VET) and is ideal for Registered Training Organisations (RTOs) in Australia.
The unit content consists of:
Our SIRXCEG002 training product is available for purchase as a hardcopy (printed) book in both Learner Guide and Trainer/Assessor Guide variants.
This unit is also available for enrolment and online training/assessment via Catapult LMS (Learning Management System). Contact us to learn more.
NOTE: If you are a training provider, please do your own validation, per your Training and Assessment Strategy (TAS).
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.
No equivalent unit.
No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.
Cross-Sector—Customer Engagement
Not applicable
Skills must be demonstrated in a services industry environment. This can be:
an industry workplace
a simulated industry environment
Assessment must ensure access to:
relevant documentation:
organisational policies and procedures for:
processing refunds and exchanges
resolving customer complaints
recording customer complaints
dealing with difficult customers:
customers that are unable to be pacified
customer displaying verbal aggression
customer displaying threatening behaviour
drug or alcohol affected customer
escalated customer complaints
current plain English regulatory documents distributed by government regulators outlining key aspects of consumer protection laws
customers with whom the individual can interact; these can be:
individuals in an industry workplace, or
individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment
assessment activities that allow the individual to work with commercial speed, timing and Productivity
Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.
$15.00 inc GST
