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).

$15.00 inc GST

Total: $15.00

Unit information about the SIRXCEG002 training material in this resource

SIRXCEG002 information from


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.

Unit mapping information

No equivalent unit.

Licensing, legislative, regulatory or certification requirements

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Foundation skills

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Unit sector or competency field

Cross-Sector—Customer Engagement

Prerequisite, co-requisite or interdependent assessment of units

Not applicable

Assessment conditions

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.

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