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

Elements and Performance Criteria

  1. Receive and process client enquiries.
  2. Deal with client feedback and complaints.
  3. Finalise resolution.
  4. Receive and process client enquiries.
  5. Deal with client feedback and complaints.
  6. Finalise resolution.

Knowledge Evidence

Demonstrated knowledge of:

range of funeral services enquiries, including but not restricted to:

service cost

advice or general information

current funeral arrangements

special burial requests

incorrect invoices or prices

dissatisfaction with service quality

service errors

making or changing appointments

notifying of a death or impending death

options for prepayment of funerals

products and services that assist in responding to client enquiries, including environmentally friendly options

implications of options and solutions for dealing with client feedback and complaints, including but not restricted to:

social, religious or cultural impediments

time delays

increased costs to client or business

negative impact on business reputation

negative impact on environment

increased staff workload

workplace policies and procedures for dealing with client enquiries, feedback and complaints

professional funeral services industry parameters when dealing with the bereaved

funeral services industry communication protocols

techniques for negotiation and dispute resolution

social, religious or cultural implications in the context of client enquiries and complaint resolution

relevant 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

antidiscrimination

Privacy Acts

Australian Consumer Law (ACL).