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Performance Evidence
deal with client enquiries, feedback and complaints positively, sensitively and politely and in accordance with workplace policies and proceduresuse effective communication and negotiation skills to clarify and resolve complaints and address feedback.Evidence of performance responding to two or more enquiries of a different nature is required to demonstrate consistency of performance and ability to respond to different situations.
Knowledge Evidence
range of funeral services enquiries, including but not restricted to: service costadvice or general informationcurrent funeral arrangementsspecial burial requestsincorrect invoices or pricesdissatisfaction with service qualityservice errorsmaking or changing appointmentsnotifying of a death or impending deathoptions for prepayment of funeralsproducts and services that assist in responding to client enquiries, including environmentally friendly optionsimplications of options and solutions for dealing with client feedback and complaints, including but not restricted to:social, religious or cultural impedimentstime delaysincreased costs to client or businessnegative impact on business reputationnegative impact on environmentincreased staff workloadworkplace policies and procedures for dealing with client enquiries, feedback and complaintsprofessional funeral services industry parameters when dealing with the bereavedfuneral services industry communication protocolstechniques for negotiation and dispute resolutionsocial, religious or cultural implications in the context of client enquiries and complaint resolutionrelevant federal, state or territory, and local government legislation and regulations that may impact on providing service to clients, including: work health and safety/occupational health and safety antidiscriminationPrivacy ActsAustralian Consumer Law (ACL).