SIRXCCS304 Coordinate Interaction With Customers

AH&B College
SIRXCCS304 Coordinate interaction with customers

BSB40215 Cert IV in Business
Unit Assessment Summary;

Participant Workbook; & Checklist
Name: Number:
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understand that any plagiarism or copying from another student or other source will result in this
work being considered non assessable”.
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AH&B College
Students are to attend lectures and participate in learning and group activities. Student’s active
participation in activities and notes taken during lectures and activities are scrutinised and help to
aid learning.
Students must attempt all class activities; work book activities and chapter activities (achieving at least
75% demonstrated competence all parts weighted equally). Included in the workbook is a mid Unit
Comprehension Activity (UCA) and marking guide which must be completed (achieving at least 75%
demonstrated competence). Soon after starting this workbook you will be given your final UCA. This is
your major assignment and includes detailed instructions and marking guides; you will be required to
achieve at least 75% demonstrated competence.
Assessments are holistic and summative to more faithfully represent real life business experiences and
to help the student demonstrate competence without having to worry about everything coming down to
one exam at the end of each unit. Students are assessed as competent when they have successfully
satisfied the assessment criteria as per the AQF assessment guidelines. (These are more clearly stated
in the AH&B Assessment plan relating to the units within the Certificate IV in Business.).
Checklist:
Learning / Assessment Item Tick here
19 Lectures (not assessed)
11 Practice task activities – in class (assessed)
7 Class activities – in class
(assessed)
3 Chapter activities
(assessed)
1 Mid Unit UCA – Practical
(assessed)
1 UCA
(assessed)
3rd Party Report
(assessed)
Detailed Instructions for student

This workbook has been created from the learning guides/texts SIRXCCS304 Coordinate interaction with
customers from IBSA and Aspire, lesson plans, assessor experience; industry feedback and a range of other
resources.
This Workbook gives you, the participant, the space to write down answers for questions, discussions, opinions
and to complete assessable activities to demonstrate competency in the required elements for this unit. Any area
that is allocated a space for writing will need to be completed, as well as any attachments which are required
must be attached, in order to have a complete Workbook.
Resources required in completing this Workbook:

- Pen
- Computer
- Desk space
- Assessor/Educator
- Teams
- Direct access to external and internal customers
The Workbook is divided into chapters and the chapters include the following tasks to be completed:
- Lecture/ Discussions(to demonstrate class participation)

- Space for opinions
- Class activities(assessable)
- Workbook questions and answers(assessable)
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- Practical observations(assessable)
- Chapter revision activities(assessable)
- Third party report (assessable)
Purpose of this workbook
This workbook will guide you in learning how to coordinate interaction with customers. For each chapter there will
be spaces to write notes from the lectures and class discussions. These will be marked to demonstrate your class
participation. Then, there will also be a number of class and workbook activities for each chapter and also an end-
of-chapter revision activity. These activities will be assessed as to your competency at actually coordinating
interaction with customers. These activities MUST be completed as per the instructions and relevant pages
attached.
Application requirements of this unit

This unit describes the skills and knowledge required to coordinate interaction with customers including
implementing customer service standards, implementing store policy regarding customer complaints and
communicating with management.
It applies to individuals employed in a range of work environments who are required to coordinate interaction with
a variety of customers. They may work in face to face customer service environments or customer help-desk via
phone.
Performance Evidence
Evidence of the ability to:
 communication and interpersonal skills to:

 coach and give feedback
 lead teams
 make group presentations
 negotiate, persuade and motivate
 participate in performance analysis
 question, listen and observe
 use verbal and non-verbal communication
 literacy skills to:
 complete a proforma for feedback to management
 read and interpret store policy and procedures
 problem-solving skills to handle routine problems
Knowledge Evidence
To complete the unit requirements safely and effectively, the individual must:
 interpersonal communication techniques

 lines of communication to staff and management
 merchandise and service range of the store
 relevant industry codes of practice relating to interaction with customers
 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
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Assessment Conditions
Workbooks must be completed in the classroom (face to face) where class and revision activities demonstrate
consistent practical application of typical activities experienced in the general practice of the field of work for
this subject and include access to office equipment and resources.
You are required to complete each section as instructed by your educator including the spaces provided for
your own opinions and group activities. Your Workbook will be assessed either during the activities or upon
completion of each chapter. Your assessor will give you feedback on each task completed in a designated
section of the Workbook. Should the feedback include a resubmission of a particular task, your assessor will
inform you of the procedure for resubmission. Should the feedback include points for consideration please
take note and ask questions to clarify if you need to.
This Workbook is the property of the College; if you misplace this Workbook you will incur a replacement fee.
AH&B College
Marking Guidelines for Workbook:

To be deemed competent in the completion of this workbook, candidates will need to attain 75% satisfactory
completion and competency of class/workbook activities and chapter revision activities. The candidate must
also complete and pass the mid-unit UCA within this workbook.
Has the student:
Observation
Element 1 Implement customer service standards.
Benchmark and expectations for evidence required from student
Task Achievement: Coherence and Comprehension:
 Addresses all parts of the task,  Arranges information and ideas coherently.
although some small parts may be  Demonstrates a clear overall progression in emerging
less fully covered than others. comprehension of core learning performance skills and
 Presents a relevant opinion knowledge outcomes
 Clearly defines actions where
relevant
 Personally obtained
conclusions/results are made clear.
1.1. Monitor service standards according to store policy. Yes No
Workbook Activities – Practice Tasks 1-6

1.2. Identify deficiencies in service and take action as required according to
store policy.
Class Activity
Workbook Activity – Practice Tasks 7-8
1.3. Convey store and legislative policies and procedures in relation
to customer service provision to team members.
Class Activity – How well do you communicate
Workbook Activity – Practice Task 9-10
1.4. Give feedback on quality of service provision to team members
and management on a regular basis and according to store policy.
Workbook Activities – Practice Task 11
Chapter 1: Revision activity
Chapter 1: Weighting 10%
Element 2 Implement store policy regarding customer complaints.
 Addresses all parts of the task,  Arranges information and ideas coherently.
although some small parts may be less  Demonstrates a clear overall progression in emerging
fully covered than others. comprehension of core learning performance skills and
 Clearly defines actions where relevant
 Personally obtained
conclusions/results are made clear.
2.1. Monitor service standards to ensure store policy in regard to customer Yes No
complaints is implemented by sales staff.
Class Activity – Discussion

Workbook Activity
2.2. Authorise, action, or refer to a higher authority procedures to resolve
customer complaints according to store policy.
Workbook Activity
2.3. Satisfy customers’ special needs where appropriate according to
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store policy.
Class Activity – Case Study
Workbook Activity
Mid Unit UCA –
ALL Questions completed
Mid UCA Marking Guide completed
Mid UCA Weighting 20%
Element 3 Communicate with management
 Addresses all parts of the task, although  Arranges information and ideas coherently.
some small parts may be less fully  Demonstrates a clear overall progression in emerging
covered than others. comprehension of core learning performance skills and
 Personally obtained conclusions/results
are made clear.
3.1. Refer to management current store policies on customer service issues Yes No
that may affect the operation of the department or section.
Workbook Activity
3.2. Provide operational information to management and other
supervisors in order to facilitate customer service planning.
Workbook Activity
Revision Paragraph
Element 4 Lead customer service team.
 Addresses all parts of the task, although  Arranges information and ideas coherently.
some small parts may be less fully Demonstrates a clear overall progression in emerging
covered than others. comprehension of core learning performance skills and
 Personally obtained conclusions/results
are made clear.
4.1. Interpret and communicate store policy and procedures and apply to Yes No
store operation.
Workbook Activity
4.2. Motivate, coach and mentor team members to achieve a high standard
of service to customers.
Workbook Activity
4.3 Ensure team access to current information on staff issues and operations.
Workbook Activity
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.
Workbook Activity
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4.5 Inform team of changes in store service policy and procedures that affect
their roles and responsibilities.
Workbook Activity
4.6 Provide feedback to team in regard to achievement or non-achievement
of agreed service standards and performance targets in line with standard
store policy and procedures.
Class Activity
Workbook Activity
4.7 Encourage team members to contribute feedback in regard to
achievement of performance targets and to offer suggestions for
improved processes.
Class Activity
4.8 Handle routine problems using appropriate problem-
solving techniques and refer to management if required.
Class Activity
Employment Skills
Third-Party Report
Final UCA Note: Do not forget that UCA has a 50% weighting
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Please circle: Competent Not Yet Competent
Date: _____________________________
If Not Yet Competent: Has the student been given information on the assessment appeals procedure
Yes / No
If yes, the student has five working days in which to access the assessment appeals procedure,
Should the student not access the procedure within the 5 working days, a new assessment must be
submitted.
Assessor Feedback (include feedback on all Parts):

________________________________________________________________
________________________________________________________________
Further submission required Yes No
________________________________________________________________
________________________________________________________________
Assessor signature: __________________________________________________
Date: ___________________________
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Chapter 1: Implement customer service standards
Introduction
Lecture/Discussion
Please take notes on the lecture/discussion in
this allocated area
Who are your customers? List the different types of customers.
1.1 Services standards monitored according to store policy
Lecture Discussion
Customer service standards
Please take notes on the lecture/discussion in this allocated area
What are customer service standards based on?
Customer service standards refer to the interactions between a business and customer, and the
resulting customer expectations. Response time, empathy, resolution, and efficiency can go a
long way towards building deeper customer relationships.
Workbook Activities
Practice Task 1
Use relevant textbooks or research on the internet, to write notes for the following;
Browse the customer service institute of Australia website at www.csia.com.au accessed
Sept 2007.
Read the sites of some winners of the Australian Service Excellence Awards by clicking
on their logos within the CSIA site
In your own words, list some of the things you think these companies and organisations
are doing right in terms of customer relations
After checking the companies’ website, I think they are inventing a lot in customer service. They
are qualifying their staff to offer the best service to the customers, they are inventing time and
money to achieve customer satisfaction. Besides that, they are listen their customers and creating
a relationship with them, developing trusting.
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Practice Task 2
Complete the following table. List some examples of the knowledge, skills and attribute
you believe you will need to help your team implement customer service standards.
How I can lead my team

Knowledge
Leader shipment, Customer needs, Process,
Management.
Skills
Communication, Time management, Self-Control,
Problem-Solving.
Attributes
Empathy, Patience, Charisma, Flexibility.
Practice Task 3
Maxine Horne from Fone Zone Says “All of our customers are highly valued – whether
they buy a $9 leather case or spend ten times that amount”
 Do you agree with this statement? Write a sentence on whether you think this
view makes good business sense, and why or why not?
Yes, because customer is someone that is trusting in your product/service
and business. They are adding value to your company.
Practice Task 4
What is meant by a mission statement?
A formal summary of the aims and values of a company, organization, or
individual.
Practice Task 5
Customer charter
Organisation’s customer service standards
Write down 4 customer service standards personnel are expected to meet when dealing
with the public.
Speed Standards
Accuracy Standards
Transparency Standards
Accessibility Standards
Practice Task 6
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What to Monitor?
Complete the following table by explaining what the data might indicate. There may be
more than one solution. The first one has been done –follow the example
Data What this might mean
Number of refunds Reflects the good or poor quality of product information provided to
customers
 A faulty product was being sold, which may or may not have been able
to be detected by the store beforehand
Number of repeat The repeat purchase rate measures the percentage of
customers your customers who come back for another purchase. This can also be
called your repeat customer rate, re-order rate, or
even customer retention rate. Your repeat purchase rate will always
range from 0% to 100%, with the higher the number the better.
Number of A complaint is a statement in which you express your dissatisfaction
complaints with a particular situation. Number of complaints is how many times
people made a complaint.
Staff absenteeism Absenteeism refers to the habitual non-presence of an employee at his

and turnover rates or her job. Possible causes of over-
absenteeism include job dissatisfaction, ongoing personal issues, and
chronic medical problems.
Turnover rate refers to the percentage of employees leaving a company
within a certain period of time. High turnover can be costly to an
organization because departing employees frequently need to be
replaced.
1.2 Deficiencies in service identified and action taken as required according to store policy
Lecture/Discussion
Deficiencies
Class Activity
What type of customer service problems could there be?
Takes age to solve a problem
Staff do not know and does not admit that
Customer has received a faulty product
Have you experienced any (as a worker or a customer)? Discuss and write notes.
Yes, I did bought course online and It was not what the company did promised,
so I did ask to cancel it and receive a refund, but staff did not know how was the
procedure in this case and I did talk to many people and took ages to sort it out.
Workbook Activities
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Practice Task 7
Think of a time when you had a complaint as a customer about customer service.
Identify the complaint: which type of problem did it relate to – (store policies and
procedures, staff performance, different expectations? Were you able to work out the
reason for the problem – if so comment on this
It was a staff performance.
Company that I work for contracted a software company to develop an system for us. We
did invest a lot of money, but they did not delivery the final product as it should be. In the
end, after many researches and talk to developers, we did figure out that it was a bad
performance of project management.
Practice Task 8
Carmen notices that Olan one of her team at Blundell’s Kitchen, Bath and Laundry,
appears to have lost interest in his work – he makes mistakes with money, he’s not on
top of new products and their use, he’s often five or 10 minutes late for work, and he
looks like the hasn’t slept for a week. This has been happening on and off for the last
month. Carmen has spoken with him a couple of times but now decides she needs to
deal with this problem by meeting with Olan formally.
Assume you are Carmen and prepare some notes for the meeting. These should cover:
- What you would say to Olan
- An explanation of how he is not meeting standards or following procedures
- How you might involve Olan in identifying the problem and suggesting a solution
- How you will monitor his performance to check for changes in improvement and
give him regular feedback
Olan in this company we care and we look after our employees, and I could noticed that
since last month you seem very tired and not interested in the work anymore.
As I said we care about our team and I would like if you are facing any problem. I know
that it is totally normal, but unfortunately we cannot let personal problems interfere in our
professional life.
You have been making mistakes with money, you are also not on top of new products
and their use. You are getting 5 or 10 minutes late every day.
It has been impacting company production and you. Would you like to share something
with us? Is there something I can do for you?
I think we should revise your job description, and if you agree we can add new things to
your role.
I will be monitoring your performance and giving you feedback.
1.3 Store and legislative policies and procedures in relation to customer service provision
conveyed to team members
Lecture/Discussion
Communicating customer service standards to your team
Legislative policy and procedures
List and research “Acts of Law”. What area does it cover and how does it apply to AH&B
College?
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An Act is a statute or law passed by both Houses of Parliament that has received Royal
Assent. On Royal Assent, Acts are given a year and number. Once an Act is formally
enacted it can generally only be amended or repealed by another Act.
Common types of acts are legislative, judicial, and notarial acts.
Fair Trading and Consumer Law:

NSW Fair Trading promotes a fair marketplace for consumers and traders by
maximising traders' compliance with regulatory requirements. They safeguard consumer
rights and investigate alleged breaches of the legislation we administer.
The Australian Consumer Law (ACL) includes: a national unfair contract terms law

covering standard form consumer and small business contracts; a national law
guaranteeing consumer rights when buying goods and services; penalties, enforcement
powers and consumer redress options.
Trade Practices Act is

An Act to preserve Competition in Australian Trade and Commerce to the
extent required by the Public Interest. An Act to preserve Competition in
Australian Trade and Commerce to the extent required by the Public
Interest.
Class Activity
How well do you communicate- what do you do best? What areas of improvement are
there?
Identify two specific areas of improvement you’d like to work on.
(Example to use can be talking too fast)
I think I do communicate very well, I know how to express my ideas, and use
clear and easy words to make it easier for everyone.
One thing I would improve if confidence when I am talking, by creating technics
to feel more comfortable.
Workbook Activities
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Practice Task 9
Felix has been working at Martex Supermarket for six months in a variety of jobs, from
stacking shelves to spot cleaning, to serving customers at the checkout. His supervisor
Natalie gave him the staff manual at induction, which included policies, producers and
standards, she told him to read it but did not explain or discuss the material with him. One
day Felix became defensive and flustered when a customer complained that he gave
Felix a $50 note and only received change from $20. Felix gave the customer the correct
change out of $50 and later found that this till was out to that value. The next day Natalie
was furious with Felix and criticised him in front of other staff and customers. She said
that the procedure for handling cash was in the manual. Felix became angry and
decided on the spot to leave the job as soon as he could find another one.
- Comment on how Natalie handled this situation? She did handle it very bad,
because she could not talk to him in a bad way in front of clients and staff.
- What are her responsibilities in this regard? (browse website www.accc.gov.au)
She did handle it very bad, because she could not talk to him in a bad way in front of clients
and staff.
- What should she have done differently? She should read the manual with him
during the induction process and then if it happens she needs to have a private conversation
with him.
Practice Task 10
- Explain the importance of staff staying up to date with store policies and
procedures and legislative requirements
They will know the rules, what can they do and what they need to receive and
accept.
- How do staff in general find out about customer service standards at your store or
the store you have researched?
They find it on the website
1.4 Feedback on quality of service provision given to team members and management on a
regular basis and according to store policy
Lecture/Discussion
Feedback
Example you can use is the SMART goals in line with customer service
SMART =
S= Specific
M Measureable
=
A= Attainable
R= Relevant
T= Time-Based
Workbook Activities
Practice Task 11
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REPORT TO MANAGEMENT
- What could improve this process of communication?
Type of Benefits of this option

presentation
Verbal Increase engagement and collaboration, share sense of
report/informal purpose and opportunities for personal growth.
meetings
Written report Gives consolidated and updated information, facilitates
decisions making and planning, gives information to
employees.
Formal meetings Opportunity to problem solve together, ability to make
everyone feel included, time to get everyone aligned about a
topic.
Presentations Interact with audience, observe their reaction, gauge level of
their understanding, emphasize key points, assess the level
of acceptance of your message.
Participation Evidence Assessment

Student has satisfactorily participated in lectures/discussions/Activities relating to this Chapter and notes
have been sighted Yes  No 
Assessor Sign: ____________________________ Date:____________
Assessor comments: ____________________________________________________________
_____________________________________________________________________________
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Chapter 1 Implement customer service standards

ASSESSMENT
(Use the AH&B College or an organisation that you are familiar with to answer the
activities)Complete this case study on a separate piece of paper and attach it to this
workbook.
i) https://www.fairtrading.nsw.gov.au/buying-products-and-services/repairs,-replacements-
and-refunds
ii) How staff will deal with customers complains about this changes.
iii) I would send the new policy by email, I also would post on intranet and have a meeting with all
them to communicate and explain it.
iv) Customer complains.
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v) I would be unhappy because it is not the right way to treat people and explain about policy
changes.
vi) I would have a meeting face to face with him and would explain that it was not good. I would give
him some tips about how to act in this kind of situation.
vii) I expect to encounter legal problems. I would address it to them but meetings and workshops.
viii) I would do it through observation, customer feedback and customer retention rate.
ix) No, because he is letting people know before they buy the item.
Chapter 2: Implement store policy regarding customer complaints
Introduction
Lecture/Discussion
Please take notes on the lecture/discussion in this
allocated area
2.1 Service standards monitored to ensure store policies in regard to customer complaint is
implement by sales staff
Lecture/Discussion
Customer complaints
Please take notes on your study in this allocated area.
Class Activity
Discussion
Why do you think that it is important to keep records of the customer complaint?
What kind of records should be kept?
It is good to be used as a defence and learning for improvements.
Emails, callings, forms.
Workbook Activities
COMPLAINTS PROCESS AND PROCEDURE
Take a positive approach
1. Have you ever experienced poor customer service and made a complaint, or were
you one of the silent ones who did nothing, give an example.
I am the one that do not complain, I just change the provider.
I was going to get my new visa and course with an exchange company, but one of
the staff was putting a little bit of pressure on me to make my decision and pay for
their service, what is not cheap, so I did decide to do it with another company.
2. If you did not complain why not?
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I think sometimes I expect too much and it is not what the company usually offers, so I
prefer do not complain and find another one.
3. Did you tell anyone about your experience, who did you tell?
Yes, I did tell one of my friends and family.
4. If you complained, what were the results?

Probably they would find an excuse for being acting like that.
5. Would you, or have you, continued to do business with that organisation why or why not?
No, I did change to another one that gave me my time and space to make my decision, besides that
they did give me a lot of support.
Types of complaints.
What types of complaints might an internal customer make to another area of an
organisation, give an example.
They can complain about missing information, delay, support of team workers.
Complaints policy and process

Assume you want to follow up a recurring problem, such as complaints from customers
about having been kept waiting.
- What information would you look for?
I would look for customers complains and feedback.
- What method do you use to record complaints?

Survey reports, emails, recorded calls and complaints forms.
2.2 Procedures to resolve customer complaints authorised, actioned, or referred to a higher

authority according to store policy
Lecture/Discussion
Complaints authorised
Please take notes on your study in this allocated area.
Draw up a template in the name of AH&B College as an example of a Customer

Complaint Log.
AH&B COLLEGE COMPLAINTS LOG Details Manager follow up

Students made a General manager will talk to
complain about a the trainer and check what did
Trainer did not attend the class trainer that did not happen, then get back to the
attend the class students
Customer A meeting will be organised
Receptionist does not answer the service leader to explain how important it is
phone received few and a workshop about how to
complains about answer customer phone calls
phone calls that has
not been answering
Tutors did not provide Students are Make sure workbook is
the workbook struggling to do their available in the online platform
assessments because and send an email to the
trainer did not provide students explain step by step
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the workbook how to get it

Students are not being Contact IT team to sort it out
Moodle is not working able to log in into and send an email to students
moodle when it is working again
Supervisor responsibility to be involved in the complaints process according to your level

of authority and your organisation’s policy, this could include:
Refer complaints to higher authority. What kind of ‘Higher Authorities’ could there be?
Managers and directors
Workbook
Role play – communication skills with staff is a fun and very effective way.
Write down your observations:
I would apologise for that and measure her again and ask someone else to be there to
make sure I am not making any mistake. Then I would change her glasses for the correct
one.
Please refer to the “Rules of Refund” text below
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Mina is the supervisor at Wonderworks. A staff member has come to her with a request
to sign a refund for $20 for a customer who is standing two metres away. Unfortunately,
on checking the paperwork Mina realises that the customer is not entitled to receive a
refund because he did not provide a receipt for the goods. However, the customer can
be offered a credit note or an exchange of goods.
1. How do you think Mina should deal with this situation?

She should explain the situation to the customer and give him/her the options of credit
note or exchange of goods, or ask he/she to get the receipt and come back or show the
credit card statement.
2. Should she authorise the refund anyway?

No
3. What would help her to make a decision?

Read the rules of refund
4. What should she do after the customer has left?

Take a note of customer details and register what just happened.
Read the case study and answer the questions
Sue is the manager of Dovers, a large hotel in a regional city. She supervises the
restaurant staff. One day a customer rings and asks to speak confidently with the
manager. And makes a complaint about the standard of the food served by the restaurant
1. What should Sue do about this complaint?
She should register the complain to have a look and discuss if it is something that they
would need to improve.
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2. Do you think she can handle the situation on her own? Yes/No
Yes
3. If you think she should report it, who should this be to and how should she go about
it?
She should report to the general manager and chief, they would discuss about it and
decide if it is necessary to make any changes.
Assume that you checked the complaints log and notice that the same type of complaint
keeps resurfacing, for example, the phone at the service point is not being answered.
What would you do about this?
I would organise a meeting with the staff and a training about answering calls.
2.3 Customers specials needs satisfied where appropriate according to store policy
Lecture/Discussion
Special Needs
Please take notes on the lecture in this allocated area.
In clinical diagnostic and functional development, the term Special needs (or
additional needs) describes individuals who require assistance for disabilities that may be
medical, mental, or psychological.
Class Activity
Case study
Read and Reply
Brody is working in a business that is in a 2 storey building, Brody’s office is on the 2 nd
floor, everyday he comes to work and parks in the disabled car space. Walking to his office
on the second floor Brody takes the stairs as there no lifts or ramp to get to his office. As
there is no one with any special needs at the business is this a problem? Yes, because it
could be used for a customer or a visitor that needs it.
Workbook activities
Write a list of things you could do to practically assist a person:
1. A customer with visual impairment:

Approach: if you suspect someone may need a hand, walk up, greet them and identify
yourself.
Ask: "Would you like some help?" The person will accept your offer or tell you if they don't
require assistance.
Assist: listen to the reply and assist as required.
2. A customer with hearing impairment:

Face the hearing-impaired person directly, on the same level and in good light whenever
possible.
Do not talk from another room.
Speak clearly, slowly, distinctly, but naturally, without shouting or exaggerating mouth
movements.
Say the person's name before beginning a conversation.
3. A customer who has very limited English:
AH&B College
Don't forget to use your hand gestures, body language, and smile to help.
Especially when you don't speak the native language, make an effort to find some
common ground through vocabulary the other person is likely to know in English.
4. A customer who is in a wheelchair:

Position the wheelchair. When helping someone transfer out of a bed, start by moving
the wheelchair leg rests out of the way, so that you can manoeuvre the chair as close to
the bed as possible.
Get the person in an upright position.
Help him stand and pivot.
AH&B College
Research On 1 January 2011 the Trade Practices Act 1974 was renamed the
Competition and Consumer Act 2010 For further information call the ACCC
Infocentre on 1300 302 502 or visit the Australian Government website
www.consumerlaw.gov.au for detailed guidance to the new law.
Google the ACCC website
Write down the meaning of these words:
A) Misleading conduct:
Misleading or deceptive conduct is when a business makes claims or representations
that are likely to create a false impression in consumers as to the price, value or quality of
goods or services on offer. This is against the law.
B) Deceptive conduct:
Misleading or deceptive conduct is when a business makes claims or representations
that are likely to create a false impression in consumers as to the price, value or quality of
goods or services on offer. This is against the law.
C) Unconscionable conduct:
Unconscionable conduct is a statement or action so unreasonable it defies good
conscience. A business must not act unconscionably when: selling or supplying goods and
services to a consumer; or. supplying or acquiring goods and services to or from a small
business.
AH&B College
Chapter 2 Implement store policy regarding customer complaints

ASSESSMENT
(Use the AH&B College or an organisation that you are familiar with to answer the
activities)
You are to hand in this assessment on a separate piece of paper and attach it to the
workbook.
The assessment is a case study – answer all relevant parts
i) She should ask the staff about the complains. To help her to monitor this she would
need to implement a procedure for complains, where staff would need to register it
and address to her.
ii) Customer law
iii) Helga should register the complains and analyse what was wrong, so from that she
should organise a meeting with staff talking about complains in general, than have a
meeting one by one to discuss specific complains. She also should to read the
company policy with the staff to guarantee that everyone knows it and provide
customer service training.
Besides that, she would need to create a feedback and complain process, to register
it and be able to access to make improvements.
iv) She would starting asking for feedback from customers regularly.
AH&B College
Mid Unit UCA - Practical
Student Name:
Student Number:
Group:
Date:
Disclaimer: “I have accessed the Wisenet Student Portal and have read the Assessment Plan and am aware of
the learning outcomes for this unit. I am aware that I can contact DOS/Educator for extra assistance. “
Student Signature: ___________________________ Date: ______________
AH&B College
Assessment requirements
This Assessment requires you to work in a group. Groups may have 3 – 6 students depending on class sizes.
AH&B College is the topic for this assessment as a realistic work environment with its core business being providing
quality learning and assessment to their customers.
Team members:
Each student must present their assessment as a portfolio of work that responds to A, B and C. Part D is Practical.
You need to be booked in with the Administration team to complete this part. Your assessor will observe you leading
the team and providing course information/customer service to a prospective student.
A. Implement customer service standards – The assessor will give you a copy of AH&B College
Marketing policy to review.
1. What are the service standards (each team member should write approx. 50 words)
2. Identify deficiencies in service and list the actions the College could take to improve (100 words)
3. Discuss and identify the relevant legislation and codes of practice that applied to AH&B College (60 words
4. Write a 500 word report to the Administration team regarding the quality of service they provide and
according to their policy
B. Implement store policy regarding customer complaints – The assessor will provide you with three
recent student complaints (de-identified) received and a copy of AH&B College complaints handling
procedure.
1. Have the administration team handle the complaint in line with the existing policy? Provide a 200 word
explanation on one of the provided complaints.
2. Discuss another complaint, provide a procedure on how the complaint should be handled, and explain how
your procedure complies with the existing policy.
3. Identify 2 special needs that existing customers may have, how can the College satisfy these special
needs?
C. Communicate with management
1. This section requires you to write a report to the Director of Studies. The report should identify the current
customer service issues that may affect customer service standards.
2. Provide operational information (sale trends, varying levels of staff training etc.) to management in order to
facilitate customer service planning
D. PRACTICAL – Lead customer service team

You will coach the Admin team in meeting a prospective student that is interested in studying at the
College. This may be a new student or an existing student that has expressed an interest to study
another course.
Table to be completed by lead Administrator
Did the student? C/NYC Comments

Communicate AH&B College marketing policy?
AH&B College
Motivate, coach and mentor team members to achieve a

high service standard?
Ensure the admin team have access to current information?
Clarify, plan and allocate team task in consultation with staff to

ensure effective day-today College operations and
efficient use of human resources
Inform the admin team of any changes in the customer

service policy and procedures that affect their role?
Provide feedback to the team in regard to achievement or non-

achievement of agreed service standards and performance
targets in line with policy and procedures
Encourage team members to contribute to feedback in

regard to achievement of targets and to offer suggestions for
improved processes
Handle routine problems using appropriate problem solving

techniques and refer to management if appropriate
MID- UCA Marking Guide - EDUCATOR to complete
Observation Satisfactory/ Comments

Not Yet
Satisfactory
Part A
Did the student identify the service

standards and provided? (approx.
50 words)
Did the student identify any

deficiencies in service?
Did the student identify the relevant

legislation?
Did the student provide a 500 word

report?
Part B
AH&B College
Did the student receive a copy of

recent complaints (DE-Identified)?
Did the student provide a procedure

on how the complaint should be
handled in line with relevant
legislation and AH&B College
policies?
Did the student identify and provide
solution for clients with special
needs?
Part C
Did the student provide a report to

the Director of studies?
Did the student provide operational

information to management?
Did the student demonstrate how

they monitor the admin team’s
performance?
Part D
Did the student complete the

practical component of t he
assessment?
Assessor to complete:
Did the student provide Part A-C in a portfolio style? Yes No
Did the student apply communication and interpersonal skills? Yes No
Did the student apply literacy skills (provide a report)? Yes No
Did the student apply problem-solving skills to handle routine issues? Yes No
Did the student ensure marketing materials were displayed? Yes No
Did the student follow AH&B College marketing policies? Yes No
Did the student clearly identify relevant legislation and codes

Of practice? Yes No
Assessor Comments
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
AH&B College
________________________________________________________________
Resubmission required Yes_________ No___________
Date resubmission must be handed in: ________________________
Assessor’s name and signature: _______________________________
Date: _________________________
AH&B College
Chapter 3: Communicate with Management
Lecture/Discussion
Introduction
Discussing your role as a supervisor of a team or area,
give your ideas:
3.1 Current store policies on customer service issues that may affect the operation of the
department/section referred to management
Discussion/Lecture
Referring customer service to management
You could identify policy issues by:
Workbook Activity
From your text book (page 47), complete this table:
Policy Situation Solution
Pricing
Refunds
Staff available
Payment policy
Sample policy
Change room
policy
AH&B College
Communication /
Customer Service
Policy
Case Study
Please read and discuss in class and write notes.
3.2 Operational information provided to management and other supervisors in order to facilitate
customer planning
Lecture/discussion
Operational information
AH&B College
Please take notes on the lecture/discussion in this allocated area.

Operational Issues
In any kind of business, operational issues are any kind of problem that
arises which can render a business less profitable. As this article will make
clear, there are many different categories which make up operational
issues, each with their own undesirable results.
Staff issues
Interpersonal conflict
Communication problems
Gossip
Bullying
Harassment
Discrimination
Low motivation and job satisfaction
Performance issues
Trading Times
The period of time during which a business is open each day: The store
will extend its trading hours during the January sales.
Products and Services

A product is a tangible item that is put on the market for acquisition,
attention, or consumption, while a service is an intangible item, which
arises from the output of one or more individuals.
Sales trends
Sales trend is a methodology to understand sales results which helps in
understanding the trends of the market over a specific period of time.
Management contribution to the planning process

Managers may develop a variety of plans ( business plan,
marketing plan, etc.) during the planning process. Achieving a vision
requires coordinated efforts that adhere to a broader organizational plan.
This is enabled through consistent strategies that are supported by staff at
all levels.
AH&B College
Workbook Activity
Case Study - Operational Information
Carla was asked to keep a tally of the number of customers who visited the store each
day and the number of people who purchased items. She was worried about losing her
job because of what she saw as low customer visits and sales and so she made up
figures.
What does Carla’s manager need to do to have accurate information?

Carla’s manager needs need to check how many sales they did have in a day, ask for
other people feedback and check cameras if they do have it there.
Chapter 3 Communicate with management

ASSESSMENT
You are to hand in this assessment as a separate piece of work. Please present it in a
portfolio style. Your assessor will give you the assessment cover sheet which details the
requirements for the assessment. Including the assessment timeline, marks required
feedback etc.
The assessment is a Case Study
AH&B College
i) Staff with no experience causing incidents. High turnover and injuries.

ii) Two staff have been injured and several customers have discontinued using
the service without explanation.
iii) High turnover and intendents. If they keep this plan probably it will get worst
and they will lose customers.
iv) Customer complains
v) Have a trainee that is studding to be a vet, so that person would work part time,
will not cost much and will have a chance to learn more.
vi) My best friend’s buddy is facing some issues due the staff without experience.
We are having a high turnover, and a significant number of incidents with
animals.
Those issue can put staff in dangerous, as we already had two staff that have
been injured and it can impact in a bad reputation and we will lose customers.
I recommend you to start looking for someone with at least a little bit of
experience, even if that person will work part time.
AH&B College
Assessor feedback on Chapter 3 ASSESSMENT
This feedback is based on the revision activities for Chapter 3

________________________________________________________________
________________________________________________________________
Assessor name and signature: _______________________________
Date: _________________________
AH&B College
Chapter 4: Lead a Customer Service Team
Lecture/Discussion
Introduction
Please take notes on the lecture/discussion in this
allocated area
4.1 Store policies and procedures interpreted, communicated and applied to store operation
Lecture/Discussion
Policies and Procedures
Policies and procedures are designed to influence and determine all
major decisions and actions, and all activities take place within the
boundaries set by them. Procedures are the specific methods employed
to express policies in action in day-to-day operations of the organization.
What to do if you are unsure?

I would consult policies and procedures, if I do not find the answer there I would ask it to
some colleague.
AH&B College
Workbook activities
On the table below, tick those leadership skills that you think you have now and feel
comfortable with, those you would like to improve and those you need to acquire. If you
want, add any more skills you can think of to the list.
Leadership I feel comfortable I would like to I need to acquire

knowledge, skills and with my current improve (get)
attributes level
Planning x
Organising and x
allocating tasks
Communicating x
Building strong x
relationships
Negotiating x
Problem solving x
Motivating, training, x
coaching, mentoring,
rewarding
4.2 Team motivated, coached and mentored to achieve a high standard of service to customers
Lecture/Discussion
High Standards
Having high standards also means having new, creative ideas, which can
be a good thing. It focuses those with high standards to complete tasks
and projects so they feel they're still making progress in life.
Lead a customer service team

what sort of skills do you need?
Effective coaching
Communicating contact centre metrics to agents
Dealing with HR issues
Holding meetings
Motivating employees
Interviewing and recruiting applicants
Facilitating training sessions
Assessing employees' performance
Workbook activities
Think about what motivates you to achieve - at work and in your personal life.
What motivate me is the places I want to go and what I need to do to get there. I mean,
how much I need to work to achieve my goals and same with my personal life.
AH&B College
4.3 Team access to current information on staff issues and operations ensured
Lecture/Discussion
Induction
Induction is the process of introducing a new employee to the company
culture and processes with the aim of bringing them up to speed as quickly
as possible as well as making them feel socially comfortable and aware of
their professional responsibilities.
Workbook activities
- Think about how you might go about introducing a new staff member to their job and
any responsibilities they have within the team
Present company policy and process
Explain about company culture
Explain about the job
Introduce the employee to the other staff
- Identify a position on your team and imagine that a new, relatively inexperienced
staff member has commenced work. What do they need to know?
Company policy and procedure
Company vision, mission and objectives
Members
Who to report
Tasks required
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
Lecture/Discussion
Delegation
What needs to be Communicate the task that need to be done to the staff
done
Personnel Team member
Timing One day before starting the task

Process Meeting and email communication
Where Meeting room
Planning strategies that can assist you to be better prepared for different situations
Time management, business plan, marketing plan, operation plan, policy and procedure
Workbook activities
AH&B College
Consider your work situation and use this as a guide.

What are the benefits in allocating work to team members?
When allocating work to team members think about their skills, knowledge, experience
and of course workloads and the opportunity for development. Once you have planned
the allocation of work packages, brief team members on the work they have
been allocated and the expected level of performance.
4.5 Team informed of changes in store service policies and procedures which impact upon their
roles and responsibilities
Lecture/Discussion
Roles and Responsibilities
Roles are generally defined as the positions that each person on a team
assumes — for example on a product team you might have a Product
Manager role, a Product Designer role, etc. Responsibilities are the
specific tasks or duties that team members are expected to carry out as
part of their role.
Who is responsible for conveying these changes and to whom do they need to advise?
Managers and team leaders are responsible for conveying these changes and they need
to advise the team.
Guidelines to communicating with staff:

Be clear and concise
Set the tone at the top
Understand your employees
Use many channels
Notify employees first
Match actions with words
Emphasize face-to-face communication
Train often
Workbook activities
Find a recent change to a procedure or policy in your area or in the organisation you are
researching.
 Work out how you will communicate this to staff in your team
I would organise a meeting with staff to explain about the changes and how it could
impact in the day by day. I would be totally transparent and ask for their feedback. I also
would let them know that online training would be provide to make sure it is clear,
information would be send by email as well and make sure they know my door is always
open for them.
4.6 Team provided with feedback in regards to achievement/ non achievement of agreed service
standards and performance targets in line with standards store policy and procedures
AH&B College
Lecture/Discussion
Feedback
What is meant by Feedback?

Feedback is an event that occurs when the output of a system is used as input back into
the system as part of a chain of cause and effect. ... But for a system that does not
require feedback, such as an audio system, then feedback is often bad.
Class activity
Consider the following two examples of feedback. Explain the differences between the
two approaches and the consequences of using this feedback. Which approach would
you respond best to? Why? Give reasons.
1. ‘We’ve received two customer complaints in the last week about poor service from
staff. It’s just not good enough. Pull your socks up and start doing what you are paid to
do.’
2. ‘My manager has sent details of two complaints from customers in the last week. I
know you will be as troubled as I am to hear that. I’d like to go through each one and get
your thoughts on what went wrong and how we can avoid that happening again.’
First one is a very aggressive way to talk to people and it can intimidate staff. Second one
is very polite and ask them to about the pass week and if they think they did something in
not a good way.
You would respond best the second one. I am very polite and I treat people with respect,
so it is what I expect back.
Workbook activities
Selecting the appropriate rewards is vital to any programs success.
Give some examples of how you could reward a member of the sales team.
Promotion
Gift card
Commission
Public recognition
4.7 Team members encouraged to contribute feedback in regards to achievement of performance

targets and to offer suggestions for improved processes
Lecture/Discussion
Performance Targets
Performance Targets means the specific objective goal or goals (which

may be cumulative and/or alternative) that are timely set in writing by the
Committee for each Executive for the Performance Period in respect of
any one or more of the Business Criteria.
AH&B College
Class activity
You have asked staff to give you their views on the outcomes of the recent bonanza sale,
which were excellent – figures were up by 16 percent on last years sale.
What might you say to a staff member who responds, “I don’t know why you bother
asking me, I have no idea.”?
I would ask how come he/she does not have an idea and I would saying that this answer
is not good for she/he performance analyse.
4.8 Routine problems handled using appropriate problem solving techniques and referred to
management if required
Lecture/Discussion
Problem handling
There are 4 steps involved in tackling most problems

Preparation: Understand the problem.
Thinking Time: Devise a plan.
Insight: Carry out the plan.
The key is to keep trying until something works. Verification: Look back.
Class Activity
From your own experience identify:
- An example of a response to a routine problem
Complains about delay to delivery orders
- An example where a supervisor would need to run through the decision making
steps.
When an order were delivered to the wrong address, then customers ring us to check it
and staff is rude to them.
Assessor feedback on Chapter 4 ASSESSMENT
This feedback is based on the revision activities for Chapter 4
________________________________________________________________
________________________________________________________________
Assessor name and signature: _______________________________
Date: _________________________
AH&B College
AH&B College
Employability Skills
In the table below, describe the activities you have undertaken that
demonstrate how you developed the following employability skills as you
worked through this unit. Keep copies of material you have prepared as
further evidence of your skills. Be sure to make it relational to your work
experience.
This is an application of your employability skills and vocational actualisation contributing to the
volume of learning for this unit.
Current occupation:
Employability skills The activities undertaken to develop the employability skill
Communication Role play
Teamwork Group activities
Planning and Get the assessment done

organising
Initiative and
enterprise
Problem solving All customer complains
Self-management
Manage my time to get things done on time
Technology
Learning
Assessment developing
AH&B College
Third Party Report: Based on workplace practical skills & performance of tasks
relating the unit of competency
Unit of Competency: COORDINATE INTERACTIONS WITH CUSTOMERS
Student Name:
Student number:
Student Work-place
Name
Workplace Address
Workplace contact details e.g. Phone & email

Workplace ABN:
Student Role with-in the e.g. Assistant manager
workplace:
Instructions to student & Student must please remove this form from their work book. Take it to their
workplace supervisor: workplace and get their supervisor to tick and sign to confirm their active
participation with-in the skill set area. The supervisor will be contacted to
validate student active participation in the workplace. Students are
encouraged to take photographs (if appropriate and in accordance with the
organisations privacy and workplace policies) as further evidence.
Once this report is filled-in student must present this form, (by re-attaching to
the workbook), with their completed workbook to be submitted for marking.
Observation checklist
Time period (Dates) From: To:
Element Performance criteria Skills and Tick & initial*
performance *Supervisors are welcome
examples to add constructive
comments below if they
wish.
Implement customer 1.1 Monitor service The worker has
service standards. standards according watched that rules or
to store policy guidelines for store
1.2 Identify deficiencies policy are followed.
in service and take The worker has found
action as required any areas where
according to store service is not
policy. matching store policy
1.3 Convey store and has fixed them.
and legislative policies The worker has told
and procedures in other team members
relation to customer about laws relating to
service provision to store policy for
team members. customers.
AH&B College
1.4 Give feedback on The worker has told

quality of service team members and
provision to team management whether
members and the service given
management on a matches store policy
regular basis and and is good service or
according to store not.
policy.
Implement store policy 2.1 Monitor service The worker has

regarding customer standards to ensure watched customer
complaints. store policy in regard to service to complaining
customer complaints is customers and
implemented by sales checked that store
staff. policy is being
2.2 Authorise, action, or followed.
refer to a higher The worker has given
authority procedures to permission or
resolve customer recommended that
complaints according to higher authority be
store policy. taken to fix a
2.3 Satisfy customers’ complaint, according
special needs where to store policy.
appropriate according The worker has
to store policy. assisted a customer
where they have
some special needs,
in line with store
policy.
Communicate with 3.1 Refer to The worker has
management. management current looked at store
store policies on policies for information
customer service issues on important customer
that may affect the service issues.
operation of the The worker has given
department or section. information to
3.2 Provide operational management (you)
information to about customer
management and other service so that they
supervisors in order to can make plans for
facilitate customer that department.
service planning.
Lead customer service 4.1 Interpret and The worker has
team. communicate store understood the store
policy and procedures policies and used
and apply to store them in running the
operation. store.
4.2 Motivate, coach and The worker has
mentor team members encouraged and
to achieve a high helped team members
standard of service to to serve customers
customers. well.
4.3 Ensure team access The worker has made
to current information sure that team
on staff issues and members have
operations. information they need
on how the store runs
AH&B College
4.4 Clarify, plan and and on staff issues.

allocate team tasks in The worker has given
consultation with staff to tasks to the team
ensure effective day-to- members and has
day store operations talked to them about
and efficient use of what would be the
human resources. best tasks for them to
4.5 Inform team of do that are best for
changes in store the running of the
service policy and store.
procedures that affect The worker has told
their roles and the team members
responsibilities. about any changes to
4.6 Provide feedback to the store policies that
team in regard to will affect the tasks
achievement or non- they need to do.
achievement of agreed The worker has talked
service standards and with the team
performance targets in members about their
line with standard store job tasks and whether
policy and procedures. they are meeting
4.7 Encourage team goals for the task or
members to contribute following store policy
feedback in regard to and serving the
achievement of customers well.
performance targets The worker has fixed
and to offer suggestions simple problems or
for improved processes. told management
4.8 Handle routine (you) about more
problems using difficult ones.
appropriate problem-
solving techniques and
refer to management if
required.
Supervisor/ Third-party Declaration

I confirm that I have observed the learner perform the tasks associated with the elements/performance
criteria/work skills for this subject/unit effectively and consistently over a period of time
Supervisor/ Third-party
Name
Supervisor/ Third-party Date: / /

Signature
Assessor to fill only:
Assessor Declaration
I confirm that I have validated this document by confirming the above with the employer/supervisor to
ascertain the practical application of learning in the workplace
Assessor sign: Date: / /

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SIRXCCS304 Coordinate interaction with customers

SIRXCCS304 Coordinate interaction with customers

Unit Assessment Summary;

Student Signature: Date:

Staff Name: _____________________________________

Staff Name: _____________________________________

Staff Name: _____________________________________

Detailed Instructions for student

Resources required in completing this Workbook:

- Lecture/ Discussions(to demonstrate class participation)

Purpose of this workbook

Application requirements of this unit

 communication and interpersonal skills to:

 interpersonal communication techniques

Marking Guidelines for Workbook:

Has the student:

Workbook Activities – Practice Tasks 1-6

Class Activity – Discussion

Please circle: Competent Not Yet Competent

Assessor Feedback (include feedback on all Parts):

Assessor signature: __________________________________________________

Chapter 1: Implement customer service standards

Who are your customers? List the different types of customers.

1.1 Services standards monitored according to store policy

What are customer service standards based on?

How I can lead my team

Data What this might mean

Staff absenteeism Absenteeism refers to the habitual non-presence of an employee at his

Legislative policy and procedures

Fair Trading and Consumer Law:

The Australian Consumer Law (ACL) includes: a national unfair contract terms law

Trade Practices Act is

Type of Benefits of this option

Participation Evidence Assessment

Assessor Sign: ____________________________ Date:____________

Assessor comments: ____________________________________________________________

Chapter 1 Implement customer service standards

Chapter 2: Implement store policy regarding customer complaints

2. If you did not complain why not?

4. If you complained, what were the results?

Complaints policy and process

- What method do you use to record complaints?

2.2 Procedures to resolve customer complaints authorised, actioned, or referred to a higher

Draw up a template in the name of AH&B College as an example of a Customer

AH&B COLLEGE COMPLAINTS LOG Details Manager follow up

the workbook how to get it

Supervisor responsibility to be involved in the complaints process according to your level

Please refer to the “Rules of Refund” text below

1. How do you think Mina should deal with this situation?

2. Should she authorise the refund anyway?

3. What would help her to make a decision?

4. What should she do after the customer has left?

Read the case study and answer the questions

1. A customer with visual impairment:

2. A customer with hearing impairment:

3. A customer who has very limited English:

4. A customer who is in a wheelchair:

Chapter 2 Implement store policy regarding customer complaints

SIRXCCS304 Coordinate interaction with customers

Mid Unit UCA - Practical

Student Signature: ___________________________ Date: ______________

C. Communicate with management

Assessor Sign: ________________ Date:

Student Signature: _____________ Date:

Resubmission required Yes_ No___

Resubmission required Yes_ No___