SIRXCEG009 — Manage workplace responses to disrespectful aggressive or abusive customer behaviour.

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What an assessment for SIRXCEG009 must cover

54 assessable components: 4 elements (25 performance criteria), 3 performance evidence and 23 knowledge evidence requirements, plus 3 foundation skills. An audit-defensible tool maps every question and task back to these — that mapping is the coverage matrix Auditori generates alongside the assessment.

Elements & performance criteria

1 Implement environmental strategies to reduce risk of disrespectful, aggressive or abusive customer behaviour.

1.1Confirm staff understanding of policies and procedures relating to customer service and responses to disruptive customer behaviour.
1.2Observe the work environment to maintain situational awareness and identify sources of risk to staff, customers, property or premises.
1.3Use clear, legible signage to provide information and instruction to staff and customers.
1.4Monitor staffing levels and flow of customer traffic and anticipate and address occurrence of customer queuing or delays.
1.5Confirm customer service and other equipment is in good working order and report faults according to organisational policies and procedures.

2 Respond to incidence of disrespectful, aggressive or abusive customer behaviour when escalated.

2.1Monitor staff interactions with customers to anticipate and identify potential situations of disruptive customer behaviour and respond proactively, according to organisational policies and procedures.
2.2Identify situations where personal safety of staff or customers may be threatened and seek assistance.
2.3Respond promptly when an incidence of disruptive customer behaviour is escalated by a staff member.
2.4Use active listening to establish and agree on the nature and details of conflict with all parties and indicate willingness to assist in resolution.
2.5Use communication styles that take into consideration social and cultural differences.
2.6Address situation and provide resolution within the scope of own role and organisational policies and procedures.
2.7Comprehensively document incident according to organisational policies and procedures.

3 Support wellbeing of staff.

3.1Undertake de-briefing procedures with staff member following incidence of disruptive customer behaviour.
3.2Communicate with staff in a professional manner that displays empathy and provides validation.
3.3Identify signs of mental and emotional impacts of incident on staff member and implement techniques to respond.
3.4Provide staff member with information and referral options regarding services to support their wellbeing.
3.5Follow up with staff member regarding ongoing wellbeing and respond to behavioural signs of reduced wellbeing.
3.6Maintain privacy and confidentiality of information relating to staff wellbeing according to organisational policies and procedures.

4 Promote staff morale and empowerment.

4.1Lead by example, demonstrating high standards of personal performance and behaviours reflective of organisational values.
4.2Create a supportive team environment where all staff feel valued and respected.
4.3Promote an environment in which team members are empowered to achieve high standards of performance.
4.4Determine staff motivators and seek opportunities to improve motivation.
4.5Mentor staff members to develop and use skills in managing disruptive customer behaviour and own responses.
4.6Provide feedback to staff members in a constructive and supportive manner.
4.7Recognise staff performance and facilitate opportunities for continuing development.

Performance evidence

implement strategies on at least one occasion to reduce the risk of disrespectful, aggressive or abusive customer behaviour including: - confirming staff understanding of policies and procedures - ensuring the work environment is suitable by: - providing clear directions to staff and customers - facilitating easy access to products. - minimising queues - confirming all equipment is in working order - reporting or rectifying faulty equipment promptly
respond according to organisational policies and procedures to at least three situations where incidences of disrespectful, aggressive or abusive customer behaviour have been escalated by staff, including: - incidence of physical aggression - incidence of verbal abuse - customer refusing to leave premises - where staff or other customers are in danger or intimidated by customer behaviour
follow organisational policies and procedures to support staff wellbeing following at least one incidence of disrespectful, aggressive or abusive customer behaviour, including: - conducting at least one de-briefing session with staff member following incident, including: - providing referral options - following up post de-brief - using techniques to empower and motivate staff, including: - providing guidance to at least one staff member regarding defusing disruptive customer behaviour - implementing one opportunity to motivate staff - providing feedback to at least one staff member - recognising staff performance on at least one occasion

Knowledge evidence

relevant Commonwealth, State and Territory government legislation and regulation relating to customer service: - Australian Consumer Law - Public Health Acts - Privacy Act 1988 (Cth)
organisational policies and procedures for: - customer service standards - dealing with disrespectful, aggressive or abusive customers - dealing with customers who have committed a crime - recording and reporting customer incidents - escalating customer incidents - privacy and confidentiality of staff and customer information - de-briefing following an incident - providing referrals to staff wellbeing services - maintenance of equipment and reporting faults - work health and safety (WHS)
possible causes of disrespectful, aggressive or abusive customer behaviour
types of behaviours exhibited by disrespectful, aggressive or abusive customers
risks associated with exposure to disrespectful, aggressive or abusive customers
strategies for dealing with disrespectful, aggressive or abusive customers
actions for when customer actions or behaviour pose a threat to the safety of self, others or property
body language and its role in customer service
communication practices for dealing with staff and customers
awareness of social and cultural differences when communicating
environmental means to assist in dealing with disrespectful, aggressive or abusive customers
aspects of the work environment that may contribute to disruptive customer behaviour: - poor floor layout - inadequate signage - impeded access to products - restricted access to products or spaces - poor customer traffic flows - poor lighting and sound conditions - other structural risks
techniques for monitoring the work environment and identifying risks
environmental methods of reducing risk: - use of voice-overs to inform and instruct customers and staff - clear and legible signage - prominent display of refund policies and procedures - unobstructed display of promotion processes, terms and conditions - visibility of staff - staffing levels that minimise staff isolation - use of equipment that is in good working order
personal approaches to dealing with disrespectful, aggressive or abusive customers
methods of enforcing consequences for disruptive customer behaviour: - removal from premises - seeking assistance from security or police - banning or adding customer to “do not serve” register
techniques to respond to physical, mental or emotional impacts of an incident
techniques for de-briefing staff following incidence of disruptive customer behaviour: - scheduling time and place - process to confirm staff member is emotionally and physically ready to de-brief. - perspective taking - process of identifying cause of incident - process of identifying actions taken and their consequences - process of identifying alternative actions and options for future occurrences
signs of mental and emotional impacts of disruptive customer behaviour on staff: - low self-esteem - depression - anxiety - stress - burnout - absenteeism and presenteeism - resignation and staff turnover
techniques for determining staff motivators
methods of recognising staff performance: - formal - informal
role of the mentor in assisting staff to develop and use new skills
techniques used to mentor staff: - building rapport - putting aside pre-conceived ideas - active listening - reflecting and clarifying - role-modelling - transfer of knowledge - providing constructive feedback.

Foundation skills

Reading skills: interpret and understand organisational policies and procedures.
Oral communication skills: explain organisational policies and procedures to staff and customers.
Problem-solving skills: interpret customer issues and offer appropriate solutions or alternative options.

Unit content sourced from training.gov.au — © Commonwealth of Australia, licensed under CC BY 4.0. Auditori is not affiliated with the Department of Employment and Workplace Relations.

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Questions about assessing SIRXCEG009

What does an assessment tool for SIRXCEG009 need to cover?

To satisfy the Principles of Assessment and Rules of Evidence, an assessment for SIRXCEG009 needs to address all 54 unit components: 4 elements with 25 performance criteria, 3 performance evidence requirements, 23 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 SIRXCEG009?

Auditori pulls the current release of SIRXCEG009 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 SIRXCEG009 — with no card and no subscription required. After that it's pay-as-you-go per unit.

Can I check my existing SIRXCEG009 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 SIRXCEG009, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.

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