SIRXCEG006 — Provide online customer service

1 Communicate with customers online.

• 1.1Use digital communication tools to communicate with customers online according to organisational online customer service standards and procedures.
• 1.2Communicate with customers online using appropriate communication styles and within designated response times.
• 1.3Use correct spelling and grammar when communicating with customers in written form.
• 1.4Identify and take opportunities to improve customer experience within scope of own responsibility.
• 1.5Promote customer loyalty and repeat business when communicating with customers online.
• 1.6Request referrals, ratings and user-generated content from customers.
• 1.7Monitor customer demand for products and services and inform relevant personnel to ensure customer needs are met.
• 1.8Record customer interactions and feedback according to organisational policies and procedures.
• 1.9Make suggestions for improved customer service standards and procedures to relevant personnel.

2 Respond to customer difficulties online.

• 2.1Identify customer difficulties and provide required support.
• 2.2Identify customer dissatisfaction and take action to avoid escalation.
• 2.3Follow organisational online customer service standards and procedures to respond to customer complaints.
• 2.4Refer complex customer complaints to relevant personnel for action.
• 2.5Maintain a professional manner during online customer interactions.
• 2.6Identify consistent and potential customer difficulties and report to relevant personnel to minimise future customer dissatisfaction.

3 Process online refunds and exchanges.

• 3.1Identify reasons for refunds and exchanges, and offer a replacement or alternative product or solution to maximise sales opportunities.
• 3.2Process online refunds and exchanges according to organisational policies and procedures.

What does an assessment tool for SIRXCEG006 need to cover?

To satisfy the Principles of Assessment and Rules of Evidence, an assessment for SIRXCEG006 needs to address all 50 unit components: 3 elements with 17 performance criteria, 7 performance evidence requirements, 24 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 SIRXCEG006?

Auditori pulls the current release of SIRXCEG006 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 SIRXCEG006 — with no card and no subscription required. After that it's pay-as-you-go per unit.

Can I check my existing SIRXCEG006 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 SIRXCEG006, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.