Assessor Resource

SISXCCS001
Provide quality service

Assessment tool

Version 1.0
Issue Date: April 2024


This unit describes the performance outcomes, skills and knowledge required to address needs and expectations of clients and colleagues, promote programs, services and facilities, and respond to conflict and client complaints.

This unit applies to individuals working in a range of customer service roles in the sport, fitness or recreation industries. This includes individuals working in gyms, aquatic centres, community centres or indoor activity centres, as well as to those working as instructors, trainers or guides and volunteers in indoor and outdoor settings.

These individuals undertake work according to relevant legislation and organisational policies and procedures.

No occupational licensing, certification or specific legislative 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. Address client needs and expectations.

1.1 Recognise and confirm client preferences, needs and expectations.

1.2 Source and provide relevant information about programs, services and facilities to match client requirements.

1.3 Meet all reasonable client needs and requests in a timely and professional manner.

1.4 Encourage clients to ask questions and address these as required.

2. Provide quality service experience.

2.1 Organise, confirm and record appointments for clients to their satisfaction.

2.2 Provide professional and personalised service to ensure a quality experience for clients.

2.3 Anticipate client preferences, needs and expectations throughout the provision of services.

2.4 Confirm client satisfaction in a timely manner and implement appropriate adjustments to service as required.

2.5 Promote repeat business to clients by offering continued service or offers of alternatives.

2.6 Maintain records of client service provided.

3. Resolve customer complaints.

3.1 Recognise client dissatisfaction, conflicts or complaints promptly and take action to resolve the issue.

3.2 Respond to client complaints professionally and refer to appropriate personnel as required.

3.3 Discuss unresolved concerns with client and prepare plan of action if appropriate.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

provide programs and services to clients with varying needs and expectations over at least three service periods ensuring that:

services match client needs and expectations

personal presentation standards meet organisational standards

client appointment times are organised and confirmed

service is provided in a timely manner

client confidentiality and privacy is maintained

complaints are resolved or referred as required

interact with clients in a polite and courteous manner using appropriate communication strategies and organisational channels to provide relevant information.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

relevant legislation related to customer service:

consumer law

equal opportunity

work health and safety/occupational health and safety

promotions

organisational policies and procedures to enable ethical and non-discriminatory treatment of client requests and resolution of complaints:

communication protocols

complaint procedures

customer service procedures

reporting procedures

personal presentation

privacy

record keeping procedures

communication mediums required to provide service to clients and colleagues

conflict resolution strategies

awareness of customs and practices of various social and cultural groups within Australia, to assist with meeting client needs and expectations in regards to:

modes of greeting, farewelling and conversation

body language, e.g. body gestures,

formality of language

clothing

services and products within the organisation that may be suited to particular clients

principles and benefits of enhanced customer service experiences and positive communication.

Skills must be demonstrated in:

a client service delivery environment. This can be a workplace or simulated environment.

Assessment must ensure use of:

clients with whom the individual can interact; these can be:

clients in an industry workplace who are assisted by the individual during the assessment process or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessment must ensure access to:

organisational policies and procedures related to the customer service as specified in the Knowledge Evidence

relevant legislation related to customer service, as specified in the Knowledge Evidence

sources of information on related services

computers and databases.

Assessors must satisfy the Standards for Registered Training Organisations’ 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. Address client needs and expectations.

1.1 Recognise and confirm client preferences, needs and expectations.

1.2 Source and provide relevant information about programs, services and facilities to match client requirements.

1.3 Meet all reasonable client needs and requests in a timely and professional manner.

1.4 Encourage clients to ask questions and address these as required.

2. Provide quality service experience.

2.1 Organise, confirm and record appointments for clients to their satisfaction.

2.2 Provide professional and personalised service to ensure a quality experience for clients.

2.3 Anticipate client preferences, needs and expectations throughout the provision of services.

2.4 Confirm client satisfaction in a timely manner and implement appropriate adjustments to service as required.

2.5 Promote repeat business to clients by offering continued service or offers of alternatives.

2.6 Maintain records of client service provided.

3. Resolve customer complaints.

3.1 Recognise client dissatisfaction, conflicts or complaints promptly and take action to resolve the issue.

3.2 Respond to client complaints professionally and refer to appropriate personnel as required.

3.3 Discuss unresolved concerns with client and prepare plan of action if appropriate.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

provide programs and services to clients with varying needs and expectations over at least three service periods ensuring that:

services match client needs and expectations

personal presentation standards meet organisational standards

client appointment times are organised and confirmed

service is provided in a timely manner

client confidentiality and privacy is maintained

complaints are resolved or referred as required

interact with clients in a polite and courteous manner using appropriate communication strategies and organisational channels to provide relevant information.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

relevant legislation related to customer service:

consumer law

equal opportunity

work health and safety/occupational health and safety

promotions

organisational policies and procedures to enable ethical and non-discriminatory treatment of client requests and resolution of complaints:

communication protocols

complaint procedures

customer service procedures

reporting procedures

personal presentation

privacy

record keeping procedures

communication mediums required to provide service to clients and colleagues

conflict resolution strategies

awareness of customs and practices of various social and cultural groups within Australia, to assist with meeting client needs and expectations in regards to:

modes of greeting, farewelling and conversation

body language, e.g. body gestures,

formality of language

clothing

services and products within the organisation that may be suited to particular clients

principles and benefits of enhanced customer service experiences and positive communication.

Skills must be demonstrated in:

a client service delivery environment. This can be a workplace or simulated environment.

Assessment must ensure use of:

clients with whom the individual can interact; these can be:

clients in an industry workplace who are assisted by the individual during the assessment process or

individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessment must ensure access to:

organisational policies and procedures related to the customer service as specified in the Knowledge Evidence

relevant legislation related to customer service, as specified in the Knowledge Evidence

sources of information on related services

computers and databases.

Assessors must satisfy the Standards for Registered Training Organisations’ 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
Recognise and confirm client preferences, needs and expectations. 
Source and provide relevant information about programs, services and facilities to match client requirements. 
Meet all reasonable client needs and requests in a timely and professional manner. 
Encourage clients to ask questions and address these as required. 
Organise, confirm and record appointments for clients to their satisfaction. 
Provide professional and personalised service to ensure a quality experience for clients. 
Anticipate client preferences, needs and expectations throughout the provision of services. 
Confirm client satisfaction in a timely manner and implement appropriate adjustments to service as required. 
Promote repeat business to clients by offering continued service or offers of alternatives. 
Maintain records of client service provided. 
Recognise client dissatisfaction, conflicts or complaints promptly and take action to resolve the issue. 
Respond to client complaints professionally and refer to appropriate personnel as required. 
Discuss unresolved concerns with client and prepare plan of action if appropriate. 
Recognise and confirm client preferences, needs and expectations. 
Source and provide relevant information about programs, services and facilities to match client requirements. 
Meet all reasonable client needs and requests in a timely and professional manner. 
Encourage clients to ask questions and address these as required. 
Organise, confirm and record appointments for clients to their satisfaction. 
Provide professional and personalised service to ensure a quality experience for clients. 
Anticipate client preferences, needs and expectations throughout the provision of services. 
Confirm client satisfaction in a timely manner and implement appropriate adjustments to service as required. 
Promote repeat business to clients by offering continued service or offers of alternatives. 
Maintain records of client service provided. 
Recognise client dissatisfaction, conflicts or complaints promptly and take action to resolve the issue. 
Respond to client complaints professionally and refer to appropriate personnel as required. 
Discuss unresolved concerns with client and prepare plan of action if appropriate. 

Forms

Assessment Cover Sheet

SISXCCS001 - Provide quality service
Assessment task 1: [title]

Student name:

Student ID:

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

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

SISXCCS001 - Provide quality service

Student name:

Student ID:

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

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: