Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
SISXCCS001 Mapping and Delivery Guide
Provide quality service
Version 1.0
Issue Date: July 2024
Qualification | - |
Unit of Competency | SISXCCS001 - Provide quality service |
---|---|---|---|
Description | |||
Employability Skills | |||
Learning Outcomes and Application | This unit describes the performance outcomes, skills and knowledge required to address needs and expectations of clients and colleagues, promote programs, services and facilities, and respond to conflict and client complaints. This unit applies to individuals working in a range of customer service roles in the sport, fitness or recreation industries. This includes individuals working in gyms, aquatic centres, community centres or indoor activity centres, as well as to those working as instructors, trainers or guides and volunteers in indoor and outdoor settings. These individuals undertake work according to relevant legislation and organisational policies and procedures.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 client service delivery environment. This can be a workplace or simulated environment. Assessment must ensure use of: clients with whom the individual can interact; these can be: clients in an industry workplace who are assisted by the individual during the assessment process or individuals 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. Assessment must ensure access to: organisational policies and procedures related to the customer service as specified in the Knowledge Evidence relevant legislation related to customer service, as specified in the Knowledge Evidence sources of information on related services computers and databases. Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors. |
||
Prerequisites/co-requisites | |||
Competency Field | Client and Customer Service |
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: Address client needs and expectations. |
| |||||||
Element: Provide quality service experience. |
| |||||||
Element: Resolve customer complaints. |
| |||||||
Element: Address client needs and expectations. |
| |||||||
Element: Provide quality service experience. |
| |||||||
Element: Resolve customer complaints. |
|