Google Links

Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Communicate with internal and external customers.
   • Communicate with customers in a polite, professional and friendly manner.
   • Use appropriate language and tone in both written and spoken communication.
   • Use appropriate non-verbal communication.
   • Observe and respond to non-verbal communication of customers.
   • Show sensitivity to cultural and social diversity.
   • Use active listening and questioning to facilitate effective two way communication.
   • Select and use medium of communication appropriate for audience and situation.
2. Maintain personal presentation standards.
   • Identify appropriate personal presentation in line with organisational policy, customer expectations, work location and activities.
   • Practise high standards of personal presentation and hygiene.
3. Identify and meet customer needs
   • Establish rapport with customers to promote goodwill and trust.
   • Identify customer needs and expectations including customers with special needs.
   • Meet all reasonable customer needs and requests promptly.
   • Provide relay services to customers and meet special requests.
   • Identify and act on opportunities to enhance service quality.
4. Develop a customer relationship.
   • Maintain contact with customers until orders are complete.
   • Develop rapport, provide empathy and special assistance to customers with special circumstances.
   • Promote repeat business through offer of promotional services
5. Respond to customer complaints.
   • Recognise customer dissatisfaction and take swift action to avoid escalation to a complaint.
   • Respond to customer complaints and seek solutions in consultation with the customer.
   • Resolve complaints according to level of individual responsibility and organisational policy.
   • Refer complex service issues to relevant staff for action.
   • Maintain a positive and cooperative manner at all times.
6. Communicate with internal and external customers.
   • Communicate with customers in a polite, professional and friendly manner.
   • Use appropriate language and tone in both written and spoken communication.
   • Use appropriate non-verbal communication.
   • Observe and respond to non-verbal communication of customers.
   • Show sensitivity to cultural and social diversity.
   • Use active listening and questioning to facilitate effective two way communication.
   • Select and use medium of communication appropriate for audience and situation.
7. Maintain personal presentation standards.
   • Identify appropriate personal presentation in line with organisational policy, customer expectations, work location and activities.
   • Practise high standards of personal presentation and hygiene.
8. Identify and meet customer needs
   • Establish rapport with customers to promote goodwill and trust.
   • Identify customer needs and expectations including customers with special needs.
   • Meet all reasonable customer needs and requests promptly.
   • Provide relay services to customers and meet special requests.
   • Identify and act on opportunities to enhance service quality.
9. Develop a customer relationship.
   • Maintain contact with customers until orders are complete.
   • Develop rapport, provide empathy and special assistance to customers with special circumstances.
   • Promote repeat business through offer of promotional services
10. Respond to customer complaints.
    • Recognise customer dissatisfaction and take swift action to avoid escalation to a complaint.
    • Respond to customer complaints and seek solutions in consultation with the customer.
    • Resolve complaints according to level of individual responsibility and organisational policy.
    • Refer complex service issues to relevant staff for action.
    • Maintain a positive and cooperative manner at all times.

Performance Evidence

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

communicate effectively and provide quality customer service to these customer types:

one walk-in customer purchasing a general product

those with special needs:

one aged customer

one customer with language or cultural needs

those with special circumstances:

one customer purchasing floristry products for a funeral

one customer purchasing floristry products for a special occasion

across those customer interactions, cover:

face-to-face communications

communications via written media

communications via the telephone

resolution of complaints.

---

Knowledge Evidence

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

principles of quality customer service and positive communication

essential features, conventions and usage of these types of communication media:

telephone

email

letters

appropriate:

voice tonality and volume

body language

floristry industry expectations of service personnel:

professional service standards

attitudes to work with customers

ethics of professional behaviour

personal presentation and hygiene standards

floristry industry and organisational:

types of internal and external customers; their service and communication expectations especially for customers with special service needs

customer service policies and procedures including those for complaint handling

procedures for the provision of relay services

key features of promotional services:

customer loyalty programs

discount vouchers

gift vouchers

newsletters

general characteristics of the main social and cultural groups in Australian society and key aspects of their cultural and religious protocols and preferences for service and communication

basic aspects of stresses faced by customers with special circumstances and communication techniques to manage these types of customers:

people purchasing floristry products for a funeral

people purchasing floristry products for a special occasion

techniques to identify and resolve customer dissatisfaction and complaints.

---