SIRCCCS002 — Provide and promote services to pharmacy customers

1 Communicate with internal and external customers.

• 1.1Communicate with customers in a polite, professional and friendly manner within designated response times.
• 1.2Use appropriate language and tone in both written and spoken communication.
• 1.3Observe, respond to and use appropriate non verbal communication.
• 1.4Use active listening and questioning to facilitate effective two way communication.
• 1.5Select and use communication medium and format appropriate to the situation.

2 Provide service to customers.

• 2.1Respect and respond to diverse customers and their varying needs.
• 2.2Establish rapport with customers to promote goodwill and trust during service delivery.
• 2.3Identify customer needs and expectations using tact and discretion.
• 2.4Recognise and respond to customers with special needs, and adapt communication style accordingly.
• 2.5Anticipate customer questions and provide appropriate scope and depth of information to meet their needs.
• 2.6Provide appropriate service time and special assistance to customers with special needs.
• 2.7Monitor time and proactively communicate with customers to manage competing customer service priorities.
• 2.8Identify high-risk customers and refer to relevant colleagues when services needs go beyond scope of own job role.

3 Enhance and promote services.

• 3.1Identify and take opportunities to enhance service quality beyond immediate requests of customers.
• 3.2Use communication skills to engage with customers and anticipate broader customer needs.
• 3.3Consider full range of products and services offered when providing services.
• 3.4Recognise potential health care support needs and provide current and accurate information on options.
• 3.5Regularly obtain information to update knowledge of current and new pharmacy health care support services.

4 Respond to behaviours of concern.

• 4.1Identify potential for conflict and take swift and tactful action to prevent escalation.
• 4.2Deal with behaviours of concern firmly and diplomatically using resolution techniques to manage challenging circumstances.
• 4.3Take action discreetly to minimise impact on other customers.
• 4.4Prioritise safety of self and others, identify threats and request assistance.

5 Respond to customer complaints.

• 5.1Recognise customer dissatisfaction and take swift action to avoid escalation to a complaint.
• 5.2Respond to customer complaints positively, sensitively and politely.
• 5.3Seek solutions by consulting the customer.
• 5.4Resolve complaints according to individual empowerment and organisational policy.
• 5.5Refer complex service issues to relevant colleagues according to organisational procedures.
• 5.6Maintain a positive and cooperative manner at all times.

What does an assessment tool for SIRCCCS002 need to cover?

To satisfy the Principles of Assessment and Rules of Evidence, an assessment for SIRCCCS002 needs to address all 47 unit components: 5 elements with 28 performance criteria, 3 performance evidence requirements, 14 knowledge evidence requirements, and the foundation skills. A coverage matrix mapping each question and task to these components is what an auditor looks for.

How does Auditori generate an assessment tool for SIRCCCS002?

Auditori pulls the current release of SIRCCCS002 from training.gov.au and generates a complete package: candidate assessment, assessor guide with model answers and observation criteria, and a coverage matrix mapping every component. A suitably qualified person then reviews and approves the draft in a built-in workflow — consistent with ASQA's guidance on AI use in VET — before export as branded PDF and editable Word.

Is the first assessment tool really free?

Yes. Every new account includes one free credit — enough to generate the complete assessment tool for SIRCCCS002 — with no card and no subscription required. After that it's pay-as-you-go per unit.

Can I check my existing SIRCCCS002 assessment instead of generating a new one?

Yes — upload your existing assessment or learner guide and Auditori maps it against every element, performance criterion, PE and KE of SIRCCCS002, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.