Unit of competency Outline

Date retreived
22/07/2026 7:09 AM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Coordinate interaction with customers

Coordinate interaction with customers

Unit of competency
National Code
SIRXCCS003A
State Code
S6114
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
09/12/2010
View on TGA
State Implementation and Classification
Approved Date
01/04/2008
Field of Education
080501 - Sales
Original Release Date
01/04/2008
Nominal Hours
35
Description
This unit describes the performance outcomes, skills and knowledge required to coordinate interaction with customers. It involves implementing customer service standards, implementing store policy regarding customer complaints, communicating with management, and leading a customer service team.
Notes
Elements and Performance Criteria
1 Implement customer service standards.
  • 1.1 Monitor service standards according to store policy.
  • 1.2 Identify deficiencies in service and take action as required according to store policy.
  • 1.3 Convey store and legislative policy and procedures in relation to customer service provision to team members.
  • 1.4 Give feedback on quality of service provision to team members and management on a regular basis.
2 Implement store policy regarding customer complaints.
  • 2.1 Monitor service standards to ensure store policy in regard to customer complaints is implemented by sales staff.
  • 2.2 Authorise, action, or refer to a higher authority procedures to resolve customer complaints according to store policy.
  • 2.3 Satisfy customers' special needs where appropriate according to store policy.
3 Communicate with management.
  • 3.1 Refer to management current store policies on customer service issues that may affect the operation of the department or section.
  • 3.2 Provide operational information to management and other supervisors in order to facilitate customer service planning.
4 Lead customer service team.
  • 4.1 Interpret store policy and procedures and apply to store operation.
  • 4.2 Motivate team to achieve a high standard of service to customers.
  • 4.3 Ensure team access to current information on staff issues and operations.
  • 4.4 Clarify, plan and allocate team tasks in consultation with staff to ensure effective day-to-day store operations and efficient use of human resources.
  • 4.5 Inform team of changes in store service policy and procedures that affect their roles and responsibilities.
  • 4.6 Provide feedback to team in regard to achievement or non-achievement of agreed service standards and performance targets.
  • 4.7 Encourage team members to contribute feedback in regard to achievement of performance targets.
  • 4.8 Handle routine problems using appropriate problem-solving techniques and refer to management if required.
all store activities
internal and external customers.

customer service
staff supervision
dealing with customer complaints.

Trade Practices Act
tobacco laws
lottery legislation
liquor licensing regulations
sale of X and R rated products
sale of second-hand goods
trading hours
transport, storage and handling of goods.

small work teams
store team
corporate team.

verbal reports
written reports
presentations
informal and formal meetings.

new and existing customers
internal or external customers
customers with a range of social, cultural and ethnic backgrounds and physical and mental abilities
customers with routine or special needs.

varying levels of staff training
routine or busy trading times
sales trends.

store policy and procedures
resource implications.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:


proactively coordinates a team in the provision of quality customer service according to store policy by:

consulting with staff
allocating tasks
conveying relevant information
applying store policy
monitoring performance
identifying deficiencies
providing feedback
motivating staff
solving routine problems
provides accurate feedback to management on operational and procedural matters related to provision of customer service
supervises the resolution of customer complaints according to store policy.

Context of and specific resources for assessment

Assessment must ensure access to:

a retail environment

relevant documentation, such as:

store policy and procedures manuals
reporting proformas
legislation and statutory requirements
industry codes of practice
a range of customers with different requirements
a client service team.

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

observation of performance in the workplace
third-party reports from a supervisor
customer feedback
answers to questions about specific skills and knowledge
review of portfolios of evidence and third-party workplace reports of on-the-job performance.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Assessing employability skills
Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.
Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification.

Replaces
State Code National Code Title Type
N0669 WRRCS4B Coordinate interaction with customers Unit of competency
Replaced By
State Code National Code Title Type
WD950 SIRXCCS304 Coordinate interaction with customers Unit of competency