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Elements and Performance Criteria

1. Implement customer service standards.
   • Identify workplace customer service standards.
   • Communicate workplace customer service standards to team members.
   • Monitor implementation of customer service standards.
   • Recognise deficiencies in service provision and take corrective action.
   • Provide feedback on quality of service provision to team members and management.
2. Implement workplace policy regarding client complaints.
   • Monitor client complaints.
   • Take corrective action to resolve client complaints.
   • Identify special needs of clients to apply the appropriate response.
3. Communicate with management.
   • Refer customer service issues that may affect workplace operation to management.
   • Provide information on enquiry types and flows and changing client needs to management in order to facilitate customer service planning.
4. Implement customer service standards.
   • Identify workplace customer service standards.
   • Communicate workplace customer service standards to team members.
   • Monitor implementation of customer service standards.
   • Recognise deficiencies in service provision and take corrective action.
   • Provide feedback on quality of service provision to team members and management.
5. Implement workplace policy regarding client complaints.
   • Monitor client complaints.
   • Take corrective action to resolve client complaints.
   • Identify special needs of clients to apply the appropriate response.
6. Communicate with management.
   • Refer customer service issues that may affect workplace operation to management.
   • Provide information on enquiry types and flows and changing client needs to management in order to facilitate customer service planning.

Performance Evidence

Evidence of the ability to:

provide feedback to team members on customer service provided including addressing any deficiencies.

report resolutions of client complaints according to workplace policies and procedures

provide feedback to management on operational customer service matters.

Evidence of performance of coordinating interaction with clients is required to demonstrate consistency of performance and ability to respond to different situations.

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Knowledge Evidence

Demonstrated knowledge of:

clients and stakeholders of funeral industry organisations, including:

internal or external

other agencies

individual members of the organisation

individual members of the public

aims and characteristics of customer service standards, including:

identification of clients’ special needs

timely provision of services

provision of feedback

resolution of complaints

processes for monitoring service standards, including continuous improvement methods

workplace policies and procedures in relation to customer service and dealing with complaints

relevant federal, state or territory, and local government legislation and regulations relating to consumer protection and funeral services, burials and cremations

range of social, religious and cultural differences and traditions of the organisation’s clientele

protocols used by the funeral services industry for effective communication.

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