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 needs. | 1.1 Establish rapport with clients. 1.2 Identify and confirm client needs, expectations and preferences. 1.3 Explain available services to client using appropriate communication strategies. |
2. Recommend services. | 2.1 Develop and maintain knowledge of client services. 2.2 Research and compare other relevant available services. 2.3 Match client needs to available services and respond to client queries and requests. 2.4 Identify gaps in service provision in relation to client needs. 2.5 Recommend alternative services when needs cannot be met. |
3. Customise services. | 3.1 Assist client to evaluate service options according to their needs. 3.2 Determine and prioritise preferred service option. 3.3 Identify potential areas of difficulty in client service delivery and take action to meet needs. 3.4 Develop customised solutions specific to customer requirements. 3.5 Negotiate and confirm solutions with client. |
4. Confirm services. | 4.1 Complete documentation as required according to organisational policies and procedures. 4.2 Refer client to appropriate personnel and follow up to ensure satisfaction with service provision. |
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 professional and personalised client services within commercial time constraints and designated response times that meet client expectations in relation to at least three of the following:
general assistance
special requests
fitness programs
recreational activities
aquatics based programs
sport based programs
communicate with customers from each of the following categories in providing a total client service experience:
different ages
different social and cultural backgrounds
special needs
negotiate with client to address any areas where clients are experiencing difficulties or concerns
customise services to the individual’s needs.
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
detailed product knowledge to recommend customised solutions to meet client needs
services offered by other providers to make recommendations to clients when their needs cannot be met
principles and benefits of enhanced customer service experiences and positive communication
techniques to anticipate customer preferences, needs and expectations throughout the service experience
methods for enhancing service delivery in response to staff and customer feedback
conflict resolution strategies to enable safe and satisfactory delivery of client service and resolution of complaints
the specific industry sector:
professional service standards and protocols for service industry personnel
attitudes and attributes expected by the service industries to work with customers
different customer service needs and expectations
the particular organisation:
designated response times for providing service and resolving complaints
customer service policies and procedures, including those for complaint handling
promotional services offered.
Skills must be demonstrated in:
a client service delivery environment. This can be a workplace or simulated environment.
Assessment must ensure use of:
documentation related to service provision and organisational policies and procedures for customer service:
staff codes of behaviour
documentation requirements
quality systems, standards and guidelines
customer service and feedback requirements
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.
Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.