List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.
Elements describe the essential outcomes.
Performance criteria describe the performance needed to demonstrate achievement of the element.
Identify client needs.
Greet client courteously and follow organisational client-service standards.
Communicate clearly during client contact.
Identify and confirm client needs.
Confirm agreed timeframes and commitments with client.
Provide client with product and service information.
Deliver services to client.
Deliver services specified by client.
Verify with client that services have been delivered and meet client expectations and required workplace standards.
Complete required workplace documentation.
A person who demonstrates competency in this unit must provide effective client services to:
two different clients with two different service requirements.
Performance must include:
effectively communicating with clients;
understanding of basic communications methods; and
addressing clientâ€™s needs.
A person demonstrating competency in this unit must identify:
workplace requirements for undertaking all aspects of providing effective customer service, including;
methods to greet clients, identify and confirm needs, timeframes and commitments
key features of effective communication with clients
workplace procedures for:
communicating clearly and effectively with clients
dealing with clientâ€™s complaints or comments
communicating and clarifying work requirements with supervisor, team members or client
notifying supervisor, team members or client of work completion; verbal
communication in person or by phone, written communication including hard copy
cleaning schedules, text or electronic form
reporting incidents; accidents and injury, damage to or breakages in the cleaning area or cleaning equipment, theft and threats to personal security
As a minimum, assessors must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.
Assessment of performance must be undertaken in the workplace and/or under realistic workplace conditions which reflect:
Industry-standard client-based services, information relating to cleaning practices and methods, WHS safety measures in the workplace.
performing tasks/activities to the level of proficiency and within timelines that would be expected in a workplace; and
following standard and authorised work practices, safety requirements and environmental constraints.
Assessors are responsible for ensuring that candidates have access to:
appropriate documents, materials, tools equipment and personal protective equipment currently used in industry;
legislation and regulations; and
workplace policies and procedures.