Assessor Resource

SISXCCS002
Coordinate client service activities

Assessment tool

Version 1.0
Issue Date: April 2024


This unit describes the performance outcomes, skills and knowledge required to coordinate client service activities. The unit focuses on the application of service standards to maintain and improve the level of service activities provided to clients.

This unit applies to individuals who work in customer contact roles such as activity assistants or customer service assistants in locations such as community recreation centres, indoor recreation facilities, sporting complexes, fitness venues, and leisure and aquatic centres. It may also apply to those working on-site during sport, fitness and recreation events.

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. Identify client service standards.

1.1 Access and interpret client service standards for the workplace.

1.2 Contribute to the development, refinement and improvement of service policies, standards and processes.

1.3 Match staff to service client needs, as required.

2. Implement and evaluate client service systems.

2.1 Monitor implementation of client service systems by staff members.

2.2 Develop improved work practices after analysis of client feedback.

2.3 Evaluate client service activities to match organisational quality standards.

2.4 Take corrective action where necessary as part of continuous improvement strategy.

2.5 Organise training for staff members where necessary.

2.6 Maintain records of training undertaken and achieved service levels.

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

develop, evaluate and review practices in at least three of the following client service activities:

quality or delivery of services

quality or delivery of products

hours of operation

equipment provision

facility provision

monitor the delivery and effectiveness of client service systems over three service periods

develop comprehensive policies and procedures for client service standards relating to at least five of the following:

complaint procedures

organisational report forms

quality systems, standards and guidelines

procedures manuals

product or service manuals, labels and instructions

staff appearance and presentation requirements

continuous quality improvement

product quality

response times

staff training for:

customer service

technical skills.

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

principles of quality customer service

the specific industry sector:

professional service standards for service industry personnel

attitudes and attributes expected by the service industries to work with customers

roles and responsibilities of management, supervisors and operational personnel in providing quality client service

sources of information on current service trends and changes that affect service delivery

methods of implementing quality service provision:

developing, implementing and monitoring customer service policies and procedures

involving staff in the development of client service practices

evaluating staff and customer feedback

methods of monitoring, measuring and evaluating:

customer satisfaction

business performance

objectives, components and comprehensive details of consumer protection laws that relate to client service activities, and the business’ responsibility for:

nominating and charging cancellation fees

providing information on potential price increases

providing refunds

supplying products as described or substituting suitable products when unable

a range of formats for and content of policies and procedures.

Skills must be demonstrated in:

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

Assessment must ensure use of:

staff, colleagues and/or clients to be involved in the process of providing client service activities; these can be:

staff, colleagues and/or 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:

current plain English regulatory documents distributed by government consumer protection regulators

codes of practice and standards issued by industry groups

sources of information on client service needs, complaints and feedback.

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. Identify client service standards.

1.1 Access and interpret client service standards for the workplace.

1.2 Contribute to the development, refinement and improvement of service policies, standards and processes.

1.3 Match staff to service client needs, as required.

2. Implement and evaluate client service systems.

2.1 Monitor implementation of client service systems by staff members.

2.2 Develop improved work practices after analysis of client feedback.

2.3 Evaluate client service activities to match organisational quality standards.

2.4 Take corrective action where necessary as part of continuous improvement strategy.

2.5 Organise training for staff members where necessary.

2.6 Maintain records of training undertaken and achieved service levels.

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

develop, evaluate and review practices in at least three of the following client service activities:

quality or delivery of services

quality or delivery of products

hours of operation

equipment provision

facility provision

monitor the delivery and effectiveness of client service systems over three service periods

develop comprehensive policies and procedures for client service standards relating to at least five of the following:

complaint procedures

organisational report forms

quality systems, standards and guidelines

procedures manuals

product or service manuals, labels and instructions

staff appearance and presentation requirements

continuous quality improvement

product quality

response times

staff training for:

customer service

technical skills.

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

principles of quality customer service

the specific industry sector:

professional service standards for service industry personnel

attitudes and attributes expected by the service industries to work with customers

roles and responsibilities of management, supervisors and operational personnel in providing quality client service

sources of information on current service trends and changes that affect service delivery

methods of implementing quality service provision:

developing, implementing and monitoring customer service policies and procedures

involving staff in the development of client service practices

evaluating staff and customer feedback

methods of monitoring, measuring and evaluating:

customer satisfaction

business performance

objectives, components and comprehensive details of consumer protection laws that relate to client service activities, and the business’ responsibility for:

nominating and charging cancellation fees

providing information on potential price increases

providing refunds

supplying products as described or substituting suitable products when unable

a range of formats for and content of policies and procedures.

Skills must be demonstrated in:

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

Assessment must ensure use of:

staff, colleagues and/or clients to be involved in the process of providing client service activities; these can be:

staff, colleagues and/or 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:

current plain English regulatory documents distributed by government consumer protection regulators

codes of practice and standards issued by industry groups

sources of information on client service needs, complaints and feedback.

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
Access and interpret client service standards for the workplace. 
Contribute to the development, refinement and improvement of service policies, standards and processes. 
Match staff to service client needs, as required. 
Monitor implementation of client service systems by staff members. 
Develop improved work practices after analysis of client feedback. 
Evaluate client service activities to match organisational quality standards. 
Take corrective action where necessary as part of continuous improvement strategy. 
Organise training for staff members where necessary. 
Maintain records of training undertaken and achieved service levels. 
Access and interpret client service standards for the workplace. 
Contribute to the development, refinement and improvement of service policies, standards and processes. 
Match staff to service client needs, as required. 
Monitor implementation of client service systems by staff members. 
Develop improved work practices after analysis of client feedback. 
Evaluate client service activities to match organisational quality standards. 
Take corrective action where necessary as part of continuous improvement strategy. 
Organise training for staff members where necessary. 
Maintain records of training undertaken and achieved service levels. 

Forms

Assessment Cover Sheet

SISXCCS002 - Coordinate client service activities
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

SISXCCS002 - Coordinate client service activities

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: