WRRCS4B

WRRCS4B

COORDINATE INTERACTION WITH CUSTOMERS

COORDINATE INTERACTION WITH

CUSTOMERS

This unit requires the competencies 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.

ELEMENTS OF COMPETENCY

PERFORMANCE CRITERIA

1.1

Service standards monitored according to store

policy.

1.2

Deficiencies in service identified and action taken as

required according to store policy.

1.3

Store and legislative policies and procedures in

relation to customer service provision conveyed to
team members.

1.4

Feedback on quality of service provision given to

team members and management on a regular basis.

2.1

Service standards monitored to ensure store policy in

regard to customer complaints is implemented by
sales staff.

2.2

Procedures to resolve customer complaints

authorised, actioned, or referred to a higher authority
according to store policy.

2.3

Customers special needs satisfied where appropriate

according to store policy.

3.1

Current store policies on customer service issues that

may affect the operation of the department/section
referred to management.

3.2

Operational information provided to management

and other supervisors in order to facilitate customer
service planning.

Implement customer service

standards

Implement store policy

regarding customer
complaints

Communicate with
management

Australian National Training Authority 2002

Training Package WRR02:V1.00

To be reviewed by February 2005

21

WRRCS4B

COORDINATE INTERACTION WITH CUSTOMERS

ELEMENTS OF COMPETENCY

PERFORMANCE CRITERIA

4.1

Store policies and procedures interpreted and applied

to store operation.

4.2

Team motivated to achieve high standard of service

to customers.

4.3

Team access to current information on staff issues

and operations ensured.

4.4

Team tasks clarified, planned and allocated in

consultation with staff to ensure effective day-to-day
store operations and efficient use of human
resources.

4.5

Team informed of changes in store service policies

and procedures which impact upon their
roles/responsibilities.

4.6

Team provided with feedback in regard to

achievement/non achievement of agreed service
standards and performance/targets.

4.7

Team members encouraged to contribute feedback in

regard to achievement of performance targets.

4.8

Routine problems handled using appropriate problem

solving techniques and referred to management if
required.

Lead customer service team

Australian National Training Authority 2002

Training Package WRR02:V1.00

22

To be reviewed by February 2005

WRRCS4B

COORDINATE INTERACTION WITH CUSTOMERS

RANGE OF VARIABLES
The Range of Variables provide the range of applications of this unit of competency to allow for
differences within enterprises and workplaces. It provides details of practices, knowledge and
requirements referred to in the elements and performance criteria. The variables chosen in
training and assessment will depend on the work contexts.
The following variables may include but are not limited to:

Store policies and procedures in regard to:

customer service
staff supervision
dealing with customer complaints

Feedback to management may include:

verbal reports
written reports
presentations
informal/formal meetings

Operational information may include:

varying levels of staff training
routine or busy trading times

Legislative requirements may include:

consumer law
industry codes of practice
tabacco laws
Trade Practices Act
liquor licensing
sale of second hand goods
Lottery Acts

Customers may include:

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

Australian National Training Authority 2002

Training Package WRR02:V1.00

To be reviewed by February 2005

23

WRRCS4B

COORDINATE INTERACTION WITH CUSTOMERS

EVIDENCE GUIDE
The following components of the evidence guide relate directly to the performance criteria and
the range of variables for the unit of competency and provide guidance for assessment of the unit
in the workplace and/or training program.

Critical Aspects of Evidence

Competency in this unit requires evidence that the candidate:

Coordinate a team in the provision of quality customer service according to store policy by:
consulting with staff
allocating tasks
conveying relevant information
applying 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.

Underpinning Skills and Knowledge

Knowledge and skills are essential to apply this unit in the workplace, to transfer to other contexts and
deal with unplanned events. The requirements for this unit of competency are listed below:
Knowledge of:

Store policies and procedures, in regard to:

customer service
customer complaints about products or individual staff
staff supervision
monitoring team performance
discipline
grievance handling
allocating duties/responsibilities
meetings
store appraisal

Merchandise and service range of the store

Lines of communication to staff and management

Relevant legislation and statutory requirements

Relevant industry codes of practice

Interpersonal communication techniques

Australian National Training Authority 2002

Training Package WRR02:V1.00

24

To be reviewed by February 2005

WRRCS4B

COORDINATE INTERACTION WITH CUSTOMERS

EVIDENCE GUIDE (CONTINUED)

Skills in:

Interpersonal communication skills including:

giving feedback
coaching
performance analysis
questioning/listening/observation
group presentation
team motivation
negotiation
team leadership
verbal and non verbal communication

Literacy skills in regard to:

completing a proforma for feedback to management
reading and interpreting store policies and procedures

Generic Process Skills

There are a number of processes that are learnt throughout work and life which are required in all jobs.
They are fundamental processes and generally transferable to other work functions. Some of these are
covered by the key competencies, although others may be added. The questions below highlight how
these processes are applied in this unit of competency. Following each question a number indicates the
level to which the key competency needs to be demonstrated where 0 = not required, 1 = perform the
process, 2 = perform and administer the process, and 3 = perform, administer and design the process.
Key Competency

Example of Application

How can communication of

ideas and information be
applied?

Providing operational information to management

will require ideas and information to be
communicated.

How can information be

collected, analysed and
organised?

Interpreting and applying store policies requires

information to be collected, analysed and organised.

How are activities planned

and organised?

Implementing customer service standards requires

activities to be planned and organised.

How can team work be

applied?

Leading a customer service team requires team work

to be applied.

How can the use of

mathematical ideas and
techniques be applied?

The use of mathematical ideas and techniques may

not be required in this unit.

How can problem solving

skills be applied?

Dealing with customer complaints requires problem

solving skills.

How can the use of

technology be applied?

The use of technology may not be required in this

unit.

Australian National Training Authority 2002

Training Package WRR02:V1.00

Performance
Level

To be reviewed by February 2005

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COORDINATE INTERACTION WITH CUSTOMERS

EVIDENCE GUIDE (CONTINUED)

Context of Assessment
Assessment Process
For valid and reliable assessment of this unit, evidence should be gathered through a range of methods
to indicate consistent performance.
It can be gathered from assessment of the unit of competency alone, through an integrated assessment
activity or through a combination of both.
Evidence should be gathered as part of the learning process.

Integrated Competency Assessment

Evidence is most relevant when provided through an integrated activity which combines the elements
of competency for each unit, or a cluster of units of competency.
The candidate will be required to:

Apply knowledge and skills which underpin the process required to demonstrate competence,
including appropriate key competencies.

Integrate knowledge and skills critical to demonstrating competence in this unit.

Unit WRRCS4B can be assessed with other units which make up a particular job function.

Evidence Gathering Methods

Evidence should include products, processes and procedures from the workplace context. Evidence
might include:

Observation of the person in the workplace

Third party reports from a supervisor

Customer feedback

Answers to questions about specific skills and knowledge

Resources Required

A retail environment

Relevant documentation, such as:

store policy and procedures manuals
reporting proformas
legislation and statutory requirements
industry codes of practice

Access to a range of customers with different requirements

Access to a client service team

Australian National Training Authority 2002

Training Package WRR02:V1.00

26

To be reviewed by February 2005