Assessor Resource

SIFXCSS004
Coordinate interaction with clients

Assessment tool

Version 1.0
Issue Date: April 2024


This unit describes the performance outcomes, skills and knowledge required to implement and coordinate the customer service standards of a funeral services organisation. It applies to staff responsible for monitoring team members’ interaction with clients and ensuring that all work is carried out according to work health and safety, relevant legislation and workplace policies and procedures.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)


Evidence Required

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

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Implement customer service standards.

1.1 Identify workplace customer service standards.

1.2 Communicate workplace customer service standards to team members.

1.3 Monitor implementation of customer service standards.

1.4 Recognise deficiencies in service provision and take corrective action.

1.5 Provide feedback on quality of service provision to team members and management.

2. Implement workplace policy regarding client complaints.

2.1 Monitor client complaints.

2.2 Take corrective action to resolve client complaints.

2.3 Identify special needs of clients to apply the appropriate response.

3. Communicate with management.

3.1 Refer customer service issues that may affect workplace operation to management.

3.2 Provide information on enquiry types and flows and changing client needs to management in order to facilitate customer service planning.

Evidence of the ability to:

provide feedback to team members on customer service provided including addressing any deficiencies.

report resolutions of client complaints according to workplace policies and procedures

provide feedback to management on operational customer service matters.

Evidence of performance of coordinating interaction with clients is required to demonstrate consistency of performance and ability to respond to different situations.

Demonstrated knowledge of:

clients and stakeholders of funeral industry organisations, including:

internal or external

other agencies

individual members of the organisation

individual members of the public

aims and characteristics of customer service standards, including:

identification of clients’ special needs

timely provision of services

provision of feedback

resolution of complaints

processes for monitoring service standards, including continuous improvement methods

workplace policies and procedures in relation to customer service and dealing with complaints

relevant federal, state or territory, and local government legislation and regulations relating to consumer protection and funeral services, burials and cremations

range of social, religious and cultural differences and traditions of the organisation’s clientele

protocols used by the funeral services industry for effective communication.

Skills must be demonstrated in funeral services workplace where customer service of a funeral services organisation can be monitored:

using suitable equipment and resources, including:

communication technologies

documentation, including service standards and client complaints

under industry conditions where there is:

integration of tasks with possible interruptions to work typical of the job role

interaction with team members, management and clients

Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Implement customer service standards.

1.1 Identify workplace customer service standards.

1.2 Communicate workplace customer service standards to team members.

1.3 Monitor implementation of customer service standards.

1.4 Recognise deficiencies in service provision and take corrective action.

1.5 Provide feedback on quality of service provision to team members and management.

2. Implement workplace policy regarding client complaints.

2.1 Monitor client complaints.

2.2 Take corrective action to resolve client complaints.

2.3 Identify special needs of clients to apply the appropriate response.

3. Communicate with management.

3.1 Refer customer service issues that may affect workplace operation to management.

3.2 Provide information on enquiry types and flows and changing client needs to management in order to facilitate customer service planning.

Evidence of the ability to:

provide feedback to team members on customer service provided including addressing any deficiencies.

report resolutions of client complaints according to workplace policies and procedures

provide feedback to management on operational customer service matters.

Evidence of performance of coordinating interaction with clients is required to demonstrate consistency of performance and ability to respond to different situations.

Demonstrated knowledge of:

clients and stakeholders of funeral industry organisations, including:

internal or external

other agencies

individual members of the organisation

individual members of the public

aims and characteristics of customer service standards, including:

identification of clients’ special needs

timely provision of services

provision of feedback

resolution of complaints

processes for monitoring service standards, including continuous improvement methods

workplace policies and procedures in relation to customer service and dealing with complaints

relevant federal, state or territory, and local government legislation and regulations relating to consumer protection and funeral services, burials and cremations

range of social, religious and cultural differences and traditions of the organisation’s clientele

protocols used by the funeral services industry for effective communication.

Skills must be demonstrated in funeral services workplace where customer service of a funeral services organisation can be monitored:

using suitable equipment and resources, including:

communication technologies

documentation, including service standards and client complaints

under industry conditions where there is:

integration of tasks with possible interruptions to work typical of the job role

interaction with team members, management and clients

Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors.
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Identify workplace customer service standards. 
Communicate workplace customer service standards to team members. 
Monitor implementation of customer service standards. 
Recognise deficiencies in service provision and take corrective action. 
Provide feedback on quality of service provision to team members and management. 
Monitor client complaints. 
Take corrective action to resolve client complaints. 
Identify special needs of clients to apply the appropriate response. 
Refer customer service issues that may affect workplace operation to management. 
Provide information on enquiry types and flows and changing client needs to management in order to facilitate customer service planning. 
Identify workplace customer service standards. 
Communicate workplace customer service standards to team members. 
Monitor implementation of customer service standards. 
Recognise deficiencies in service provision and take corrective action. 
Provide feedback on quality of service provision to team members and management. 
Monitor client complaints. 
Take corrective action to resolve client complaints. 
Identify special needs of clients to apply the appropriate response. 
Refer customer service issues that may affect workplace operation to management. 
Provide information on enquiry types and flows and changing client needs to management in order to facilitate customer service planning. 

Forms

Assessment Cover Sheet

SIFXCSS004 - Coordinate interaction with clients
Assessment task 1: [title]

Student name:

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I declare that the assessment tasks submitted for this unit are my own work.

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Assessment Record Sheet

SIFXCSS004 - Coordinate interaction with clients

Student name:

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Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

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