Unit of competency Outline

Date retreived
22/07/2026 4:29 PM 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.

Engage the customer

Engage the customer

Unit of competency
National Code
SIRXCEG001
State Code
AWX30
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
35
Description
This unit describes the performance outcomes, skills and knowledge required to interact and communicate with a diverse range of customers to assist with basic enquiries and contribute to a service culture. It applies to individuals working in frontline customer service roles in a diverse range of industry sectors and business contexts. They operate with some independence under general supervision and guidance from others, 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. Engage customers.
  • 1.1.Greet customers in a polite and friendly manner within designated response times and make them a priority over other workplace duties.
  • 1.2.Clearly communicate with customers using appropriate verbal and non-verbal communication.
  • 1.3.Adapt communication style to appropriately communicate with customers from diverse backgrounds.
2. Assist customers.
  • 2.1.Identify and act on opportunities to assist customers and be available to assist customers when needed.
  • 2.2.Question and actively listen to customers to determine their needs.
  • 2.3.Resolve routine customer problems according to individual responsibility level and organisational policies and procedures.
  • 2.4.Address general customer enquiries and provide accurate information in a clear and courteous manner.
3. Contribute to a service culture.
  • 3.1.Act in line with organisational service standards to ensure quality customer service.
  • 3.2.Show interest in customer's needs and maintain a welcoming customer environment free of complacency.
  • 3.3.Seek assistance from relevant personnel when customer’s needs are beyond scope of own responsibility.
  • 3.4.Identify and take opportunities to improve customer service standards.
  • 3.5.Refer customer service issues and feedback to relevant personnel for action.
No information
No information
Replaces
State Code National Code Title Type
WD948 SIRXCCS202 Interact with customers Unit of competency