Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
SIFXCSS001 Mapping and Delivery Guide
Provide service to clients
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | SIFXCSS001 - Provide service to clients |
---|---|---|---|
Description | |||
Employability Skills | |||
Learning Outcomes and Application | This unit describes the performance outcomes, skills and knowledge required to deal with enquiries from internal and external funeral services clients. It applies to all staff working in the funeral services industry and involves ensuring that all work is performed according to work health and safety, relevant legislation and workplace policies and procedures.No licensing, legislative or certification 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 the workplace or in a simulated environment that is as industry realistic as possible. In a simulated environment, it is essential that assessment is conducted: using suitable facilities, equipment and resources, including: an environment that allows for service to clients to be conducted communication technologies documentation including workplace policies and procedures, relevant legislation and industry codes of practice relating to customer service under industry conditions where there is: integration of tasks with possible interruptions to work typical of the job role speed and timing requirements that reflect commercial operating conditions interaction with relevant personnel Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors. |
||
Prerequisites/co-requisites | |||
Competency Field | Client Service and Sales |
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: Receive and process client enquiries. |
| |||||||
Element: Deal with client feedback and complaints. |
| |||||||
Element: Finalise resolution. |
| |||||||
Element: Receive and process client enquiries. |
| |||||||
Element: Deal with client feedback and complaints. |
| |||||||
Element: Finalise resolution. |
|