Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
SIFXCSS004 Mapping and Delivery Guide
Coordinate interaction with clients
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | SIFXCSS004 - Coordinate interaction with clients |
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Description | |||
Employability Skills | |||
Learning Outcomes and Application | This unit describes the performance outcomes, skills and knowledge required to implement and coordinate the customer service standards of a funeral services organisation. It applies to staff responsible for monitoring team members’ interaction with clients and ensuring that all work is carried out 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 funeral services workplace where customer service of a funeral services organisation can be monitored: using suitable equipment and resources, including: communication technologies documentation, including service standards and client complaints under industry conditions where there is: integration of tasks with possible interruptions to work typical of the job role interaction with team members, management and clients Assessors must satisfy the NVR/AQTF mandatory competency requirements for assessors. |
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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 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Implement customer service standards. |
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Element: Implement workplace policy regarding client complaints. |
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Element: Communicate with management. |
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Element: Implement customer service standards. |
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Element: Implement workplace policy regarding client complaints. |
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Element: Communicate with management. |
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