Required skills

communication skills including active listening and open and closed questioning to develop rapport and to determine and meet customers special service requirements

communication skills to select and use appropriate verbal and nonverbal language to respond to different cultural and special service needs

literacy skills to read basic messages notes emails and faxes and to locate and understand specific information required by the customer

writing skills to produce basic clear and concise messages notes emails and faxes

telephone skills to correctly operate the equipment and to use correct vocal tone pace and volume

techniques to identify and resolve conflict situations customer complaints and misunderstandings within scope of responsibility

Required knowledge

protocol and service rituals of the floristry industry differing sectors and the organisation in particular

ethics of professional floristry industry behaviour

different customer service and communication expectations especially those with special service needs

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

stresses faced by customers faced with special circumstances such as death of a relative or organisation of special events such as weddings

the essential features conventions and use of different types of communication media

the principles of quality customer service and positive communication

promotional services provided by the floristry industry and the organisation in particular

procedures that generally operate within the floristry industry and the organisation in particular for the provision of relay services and dealing with complaints

standards of personal presentation that apply to the floristry industry and the organisation in particular

complaint handling policies and procedures that generally operate within the floristry industry and the organisation in particular

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential

knowledge of communication and customer service principles and their importance in a floristry service context

ability to communicate effectively with a variety of customers including those with special needsdifficult customers or customers with a complaint

ability to provide quality customer service on multiple occasions To ensure consistency of performance and ability to respond to different circumstancesthis should occur over a period of time and cover a range of diverse customer service situations including the resolution of complaints

completion of service within commercial time constraints so that all customers are served effectively

Context of and specific resources for assessment

Assessment must ensure

access to a fully equipped floristry service environment using appropriate telephones computers printers information programs product publications and software programs currently used in the floristry industry to assist with communication and service provision

interaction with customers to demonstrate the interpersonal communication requirements of the unit

the presence of sufficient customer traffic that allows for prioritisation of tasks

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

direct observation of the candidate providing service to customers

project or work activities that show the candidates ability to provide quality customer service that meets the requirements of differing industry contexts eg service within retail floristry shops studio environments telephone sales environments ebusinesses

roleplays about communication situations and the resolution of complaints and misunderstandings

review of simple messages written by the candidate for various situations

review of customer feedback

written and oral questioning or interview to test knowledge of effective communication techniques and personal presentation requirements

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the candidate

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

BSBDESA Interpret and respond to a design brief

BSBDES402A Interpret and respond to a design brief

SFLDECA Design floristry products

SFLDEC302A Design floristry products

SFLDECA Design complex floristry products

SFLDEC407A Design complex floristry products

SFLDECA Coordinate floristry products for a special occasion

SFLDEC409A Coordinate floristry products for a special occasion

SFLDECA Style and manage an event

SFLDEC511A Style and manage an event

SFLSOPA Prepare quotations for floristry products

SFLSOP308A Prepare quotations for floristry products

SIRXSLSA Sell products and services

SIRXSLS301A Sell products and services.

Communication may be:

Customers may be:

Non-verbal communication may involve:

Cultural and social diversity may include:

Medium of communication may be via:

Factorsaffecting the selection of appropriate medium may include:

Protocols and the organisation's procedures may include:

Personal presentation may include:

Customers with special service needs may include:

Customers faced withspecial circumstancesmay include:

Promotional servicesmay include:

Customer complaints may relate to: