Required skills

interpersonal skills to relate to people from a range of social cultural religious and ethnic backgrounds and with a range of physical and mental abilities

problemsolving skills to identify customer service issues and resolve complaints

communication skills including clear and direct communication to provide operational information to management and advise staff on customer service standards and responsive communication when negotiating client complaints

literacy and numeracy skills to understand written information

teamwork skills to support team members and coordinate and supervise staff

Required knowledge

workplace policies and procedures in relation to customer service

broad working knowledge of relevant federal state or territory and local government legislation and regulations relating to consumer protection and funeral services burials and cremations

social religious and cultural differences and traditions

funeral services industry communication protocols

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

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

Evidence of the following is essential

ability to monitor customer service provided by team members and identify and addresses deficiencies

the resolution of client complaints according to workplace policies and procedures

the provision of accurate feedback to management on operational customer service matters

coordinating interaction with clients over a period of time to ensure consistency of performance and ability to respond to different situations

Context of and specific resources for assessment

Assessment must ensure

demonstration of skills in an environment where staff briefings can occur and feedback can be given to team members

involvement of and interaction with a team for which the candidate is leader

access to relevant documentation such as client complaints

Methods of assessment

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

observation of candidate monitoring identifying and resolving client complaints including referral of issues outside own authority

written or verbal questioning to assess knowledge and understanding of relevant procedures with regard to provision of customer service and resolution of complaints

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

SIFMGTA Coordinate staff

SIFMGT002A Coordinate staff.

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role

Customers may include:

Customer service standards may include:

Workplace policies and procedures may include:

Corrective action may include:

Operational information may include: