Unit of competency Outline

Date retreived
23/07/2026 5:35 AM AWST

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Create a customer-centric culture

Create a customer-centric culture

Unit of competency
National Code
SIRXCEG004
State Code
AWX31
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
31/03/2016
View on TGA
State Implementation and Classification
Approved Date
13/09/2016
Field of Education
080501 - Sales
Original Release Date
13/09/2016
Nominal Hours
30
Description
This unit describes the performance outcomes, skills and knowledge required to manage and ensure the delivery of customer service standards and work with team members to improve customer experiences. It applies to individuals working in customer service management roles in a diverse range of industry sectors and business contexts. They operate independently with some responsibility for others and decision making, and within established organisational policies and procedures. No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Promote a customer focused culture.
  • 1.1.Ensure team understanding of and commitment to providing quality customer service and enhancing the customer’s experience.
  • 1.2.Promote customer service standards within the team and encourage ownership over delivery of service standards.
  • 1.3.Act as a positive role model displaying customer centric behaviours and consistently delivering on customer service standards.
2. Foster the customer culture.
  • 2.1.Ensure adequate team resourcing to ensure delivery on customer service standards.
  • 2.2.Monitor customer service and take action when standards are not met.
  • 2.3.Provide feedback to team on their ability to meet customer service standards.
  • 2.4.Provide coaching to team members to enhance customer service delivery.
3. Monitor and adjust customer service.
  • 3.1.Seek feedback from team and customers on customer service standards.
  • 3.2.Review customer trends and demands and seek opportunities to enhance customer experience based on findings.
  • 3.3.Develop and document customer service improvement plans in consultation with the team.
No information
No information
Replaces
State Code National Code Title Type
WD950 SIRXCCS304 Coordinate interaction with customers Unit of competency