Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

SFLSOP008 Mapping and Delivery Guide
Provide quality service to floristry customers

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency SFLSOP008 - Provide quality service to floristry customers
Description
Employability Skills
Learning Outcomes and Application This unit describes the performance outcomes, skills and knowledge required to communicate effectively with and provide quality service to both internal and external customers. It requires the ability to establish rapport, determine and address customer needs and expectations and respond to complaints. Service provision could be face-to-face, via electronic means or over the telephone.This unit applies to all floristry industry businesses including retail floristry shops, studio or online businesses and those that specialise in corporate or special events. It applies to those frontline service personnel who deal directly with customers on a daily basis and who work with some independence and under limited supervision and guidance from others. This includes retail florists, telephone sales agents, e-business sales personnel, studio florists and floral designers.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Skills must be demonstrated in a floristry industry customer service environment. This can be:

an industry workplace

a simulated industry environment operated within a training organisation.

Assessment must ensure use of:

computers and email service

telephones

sample commercial documents for promotional services:

customer loyalty programs

discount vouchers

gift vouchers

newsletters

organisational policies and procedures for:

customer service

resolving customer complaints

personal presentation and hygiene

internal and external customers with whom the individual can interact; these can be:

paying customers in an industry workplace who are served by the individual during the assessment process or

people who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation

sufficient customer traffic that allows for prioritisation of tasks so that customers are served effectively in a logical sequence.

Assessors must satisfy the Standards for Registered Training Organisation’s requirements for assessors, and:

hold a qualification or Statement of Attainment in Floristry which includes this unit of competency or equivalent; and

have worked as a florist in the industry for at least three years where they have applied this unit of competency or equivalent.
Prerequisites/co-requisites
Competency Field Sales and Operations
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Communicate with internal and external customers.
  • Communicate with customers in a polite, professional and friendly manner.
  • Use appropriate language and tone in both written and spoken communication.
  • Use appropriate non-verbal communication.
  • Observe and respond to non-verbal communication of customers.
  • Show sensitivity to cultural and social diversity.
  • Use active listening and questioning to facilitate effective two way communication.
  • Select and use medium of communication appropriate for audience and situation.
       
Element: Maintain personal presentation standards.
  • Identify appropriate personal presentation in line with organisational policy, customer expectations, work location and activities.
  • Practise high standards of personal presentation and hygiene.
       
Element: Identify and meet customer needs
  • Establish rapport with customers to promote goodwill and trust.
  • Identify customer needs and expectations including customers with special needs.
  • Meet all reasonable customer needs and requests promptly.
  • Provide relay services to customers and meet special requests.
  • Identify and act on opportunities to enhance service quality.
       
Element: Develop a customer relationship.
  • Maintain contact with customers until orders are complete.
  • Develop rapport, provide empathy and special assistance to customers with special circumstances.
  • Promote repeat business through offer of promotional services
       
Element: Respond to customer complaints.
  • Recognise customer dissatisfaction and take swift action to avoid escalation to a complaint.
  • Respond to customer complaints and seek solutions in consultation with the customer.
  • Resolve complaints according to level of individual responsibility and organisational policy.
  • Refer complex service issues to relevant staff for action.
  • Maintain a positive and cooperative manner at all times.
       
Element: Communicate with internal and external customers.
  • Communicate with customers in a polite, professional and friendly manner.
  • Use appropriate language and tone in both written and spoken communication.
  • Use appropriate non-verbal communication.
  • Observe and respond to non-verbal communication of customers.
  • Show sensitivity to cultural and social diversity.
  • Use active listening and questioning to facilitate effective two way communication.
  • Select and use medium of communication appropriate for audience and situation.
       
Element: Maintain personal presentation standards.
  • Identify appropriate personal presentation in line with organisational policy, customer expectations, work location and activities.
  • Practise high standards of personal presentation and hygiene.
       
Element: Identify and meet customer needs
  • Establish rapport with customers to promote goodwill and trust.
  • Identify customer needs and expectations including customers with special needs.
  • Meet all reasonable customer needs and requests promptly.
  • Provide relay services to customers and meet special requests.
  • Identify and act on opportunities to enhance service quality.
       
Element: Develop a customer relationship.
  • Maintain contact with customers until orders are complete.
  • Develop rapport, provide empathy and special assistance to customers with special circumstances.
  • Promote repeat business through offer of promotional services
       
Element: Respond to customer complaints.
  • Recognise customer dissatisfaction and take swift action to avoid escalation to a complaint.
  • Respond to customer complaints and seek solutions in consultation with the customer.
  • Resolve complaints according to level of individual responsibility and organisational policy.
  • Refer complex service issues to relevant staff for action.
  • Maintain a positive and cooperative manner at all times.
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Communicate with internal and external customers.

1.1 Communicate with customers in a polite, professional and friendly manner.

1.2 Use appropriate language and tone in both written and spoken communication.

1.3 Use appropriate non-verbal communication.

1.4 Observe and respond to non-verbal communication of customers.

1.5 Show sensitivity to cultural and social diversity.

1.6 Use active listening and questioning to facilitate effective two way communication.

1.7 Select and use medium of communication appropriate for audience and situation.

2. Maintain personal presentation standards.

2.1 Identify appropriate personal presentation in line with organisational policy, customer expectations, work location and activities.

2.2 Practise high standards of personal presentation and hygiene.

3. Identify and meet customer needs

3.1 Establish rapport with customers to promote goodwill and trust.

3.2 Identify customer needs and expectations including customers with special needs.

3.3 Meet all reasonable customer needs and requests promptly.

3.4 Provide relay services to customers and meet special requests.

3.5 Identify and act on opportunities to enhance service quality.

4. Develop a customer relationship.

4.1 Maintain contact with customers until orders are complete.

4.2 Develop rapport, provide empathy and special assistance to customers with special circumstances.

4.3 Promote repeat business through offer of promotional services

5. Respond to customer complaints.

5.1 Recognise customer dissatisfaction and take swift action to avoid escalation to a complaint.

5.2 Respond to customer complaints and seek solutions in consultation with the customer.

5.3 Resolve complaints according to level of individual responsibility and organisational policy.

5.4 Refer complex service issues to relevant staff for action.

5.5 Maintain a positive and cooperative manner at all times.

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

communicate effectively and provide quality customer service to these customer types:

one walk-in customer purchasing a general product

those with special needs:

one aged customer

one customer with language or cultural needs

those with special circumstances:

one customer purchasing floristry products for a funeral

one customer purchasing floristry products for a special occasion

across those customer interactions, cover:

face-to-face communications

communications via written media

communications via the telephone

resolution of complaints.

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

principles of quality customer service and positive communication

essential features, conventions and usage of these types of communication media:

telephone

email

letters

appropriate:

voice tonality and volume

body language

floristry industry expectations of service personnel:

professional service standards

attitudes to work with customers

ethics of professional behaviour

personal presentation and hygiene standards

floristry industry and organisational:

types of internal and external customers; their service and communication expectations especially for customers with special service needs

customer service policies and procedures including those for complaint handling

procedures for the provision of relay services

key features of promotional services:

customer loyalty programs

discount vouchers

gift vouchers

newsletters

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

basic aspects of stresses faced by customers with special circumstances and communication techniques to manage these types of customers:

people purchasing floristry products for a funeral

people purchasing floristry products for a special occasion

techniques to identify and resolve customer dissatisfaction and complaints.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Communicate with internal and external customers.

1.1 Communicate with customers in a polite, professional and friendly manner.

1.2 Use appropriate language and tone in both written and spoken communication.

1.3 Use appropriate non-verbal communication.

1.4 Observe and respond to non-verbal communication of customers.

1.5 Show sensitivity to cultural and social diversity.

1.6 Use active listening and questioning to facilitate effective two way communication.

1.7 Select and use medium of communication appropriate for audience and situation.

2. Maintain personal presentation standards.

2.1 Identify appropriate personal presentation in line with organisational policy, customer expectations, work location and activities.

2.2 Practise high standards of personal presentation and hygiene.

3. Identify and meet customer needs

3.1 Establish rapport with customers to promote goodwill and trust.

3.2 Identify customer needs and expectations including customers with special needs.

3.3 Meet all reasonable customer needs and requests promptly.

3.4 Provide relay services to customers and meet special requests.

3.5 Identify and act on opportunities to enhance service quality.

4. Develop a customer relationship.

4.1 Maintain contact with customers until orders are complete.

4.2 Develop rapport, provide empathy and special assistance to customers with special circumstances.

4.3 Promote repeat business through offer of promotional services

5. Respond to customer complaints.

5.1 Recognise customer dissatisfaction and take swift action to avoid escalation to a complaint.

5.2 Respond to customer complaints and seek solutions in consultation with the customer.

5.3 Resolve complaints according to level of individual responsibility and organisational policy.

5.4 Refer complex service issues to relevant staff for action.

5.5 Maintain a positive and cooperative manner at all times.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Communicate with customers in a polite, professional and friendly manner. 
Use appropriate language and tone in both written and spoken communication. 
Use appropriate non-verbal communication. 
Observe and respond to non-verbal communication of customers. 
Show sensitivity to cultural and social diversity. 
Use active listening and questioning to facilitate effective two way communication. 
Select and use medium of communication appropriate for audience and situation. 
Identify appropriate personal presentation in line with organisational policy, customer expectations, work location and activities. 
Practise high standards of personal presentation and hygiene. 
Establish rapport with customers to promote goodwill and trust. 
Identify customer needs and expectations including customers with special needs. 
Meet all reasonable customer needs and requests promptly. 
Provide relay services to customers and meet special requests. 
Identify and act on opportunities to enhance service quality. 
Maintain contact with customers until orders are complete. 
Develop rapport, provide empathy and special assistance to customers with special circumstances. 
Promote repeat business through offer of promotional services 
Recognise customer dissatisfaction and take swift action to avoid escalation to a complaint. 
Respond to customer complaints and seek solutions in consultation with the customer. 
Resolve complaints according to level of individual responsibility and organisational policy. 
Refer complex service issues to relevant staff for action. 
Maintain a positive and cooperative manner at all times. 
Communicate with customers in a polite, professional and friendly manner. 
Use appropriate language and tone in both written and spoken communication. 
Use appropriate non-verbal communication. 
Observe and respond to non-verbal communication of customers. 
Show sensitivity to cultural and social diversity. 
Use active listening and questioning to facilitate effective two way communication. 
Select and use medium of communication appropriate for audience and situation. 
Identify appropriate personal presentation in line with organisational policy, customer expectations, work location and activities. 
Practise high standards of personal presentation and hygiene. 
Establish rapport with customers to promote goodwill and trust. 
Identify customer needs and expectations including customers with special needs. 
Meet all reasonable customer needs and requests promptly. 
Provide relay services to customers and meet special requests. 
Identify and act on opportunities to enhance service quality. 
Maintain contact with customers until orders are complete. 
Develop rapport, provide empathy and special assistance to customers with special circumstances. 
Promote repeat business through offer of promotional services 
Recognise customer dissatisfaction and take swift action to avoid escalation to a complaint. 
Respond to customer complaints and seek solutions in consultation with the customer. 
Resolve complaints according to level of individual responsibility and organisational policy. 
Refer complex service issues to relevant staff for action. 
Maintain a positive and cooperative manner at all times. 

Forms

Assessment Cover Sheet

SFLSOP008 - Provide quality service to floristry customers
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

SFLSOP008 - Provide quality service to floristry customers

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: