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

SISXCCS003 Mapping and Delivery Guide
Address client needs

Version 1.0
Issue Date: November 2018


Qualification -
Unit of Competency SISXCCS003 - Address client needs
Description
Employability Skills
Learning Outcomes and Application This unit describes the performance outcomes, skills and knowledge required to manage ongoing and sometimes complex relationships with clients. It requires the ability to match client services to client needs and to be familiar with service provision options that can be negotiated with the client and customised to meet their needs.This unit applies to individuals who work in a client service delivery role such as program developers and coordinators, competition organisers, trip leaders, after-school or holiday-care coordinators, logistics coordinators and sports trainers in work environments such as community recreation centres, aquatics centres and camps.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:

documentation related to service provision and organisational policies and procedures for customer service:

staff codes of behaviour

documentation requirements

quality systems, standards and guidelines

customer service and feedback requirements

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.

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: Identify client needs.
  • Establish rapport with clients.
  • Identify and confirm client needs, expectations and preferences.
  • Explain available services to client using appropriate communication strategies.
       
Element: Recommend services.
  • Develop and maintain knowledge of client services.
  • Research and compare other relevant available services.
  • Match client needs to available services and respond to client queries and requests.
  • Identify gaps in service provision in relation to client needs.
  • Recommend alternative services when needs cannot be met.
       
Element: Customise services.
  • Assist client to evaluate service options according to their needs.
  • Determine and prioritise preferred service option.
  • Identify potential areas of difficulty in client service delivery and take action to meet needs.
  • Develop customised solutions specific to customer requirements.
  • Negotiate and confirm solutions with client.
       
Element: Confirm services.
  • Complete documentation as required according to organisational policies and procedures.
  • Refer client to appropriate personnel and follow up to ensure satisfaction with service provision.
       
Element: Identify client needs.
  • Establish rapport with clients.
  • Identify and confirm client needs, expectations and preferences.
  • Explain available services to client using appropriate communication strategies.
       
Element: Recommend services.
  • Develop and maintain knowledge of client services.
  • Research and compare other relevant available services.
  • Match client needs to available services and respond to client queries and requests.
  • Identify gaps in service provision in relation to client needs.
  • Recommend alternative services when needs cannot be met.
       
Element: Customise services.
  • Assist client to evaluate service options according to their needs.
  • Determine and prioritise preferred service option.
  • Identify potential areas of difficulty in client service delivery and take action to meet needs.
  • Develop customised solutions specific to customer requirements.
  • Negotiate and confirm solutions with client.
       
Element: Confirm services.
  • Complete documentation as required according to organisational policies and procedures.
  • Refer client to appropriate personnel and follow up to ensure satisfaction with service provision.
       


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. Identify client needs.

1.1 Establish rapport with clients.

1.2 Identify and confirm client needs, expectations and preferences.

1.3 Explain available services to client using appropriate communication strategies.

2. Recommend services.

2.1 Develop and maintain knowledge of client services.

2.2 Research and compare other relevant available services.

2.3 Match client needs to available services and respond to client queries and requests.

2.4 Identify gaps in service provision in relation to client needs.

2.5 Recommend alternative services when needs cannot be met.

3. Customise services.

3.1 Assist client to evaluate service options according to their needs.

3.2 Determine and prioritise preferred service option.

3.3 Identify potential areas of difficulty in client service delivery and take action to meet needs.

3.4 Develop customised solutions specific to customer requirements.

3.5 Negotiate and confirm solutions with client.

4. Confirm services.

4.1 Complete documentation as required according to organisational policies and procedures.

4.2 Refer client to appropriate personnel and follow up to ensure satisfaction with service provision.

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

provide professional and personalised client services within commercial time constraints and designated response times that meet client expectations in relation to at least three of the following:

general assistance

special requests

fitness programs

recreational activities

aquatics based programs

sport based programs

communicate with customers from each of the following categories in providing a total client service experience:

different ages

different social and cultural backgrounds

special needs

negotiate with client to address any areas where clients are experiencing difficulties or concerns

customise services to the individual’s needs.

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

relevant legislation related to customer service:

consumer law

equal opportunity

work health and safety/occupational health and safety

promotions

organisational policies and procedures to enable ethical and non-discriminatory treatment of client requests and resolution of complaints:

communication protocols

complaint procedures

customer service procedures

reporting procedures

personal presentation

privacy

record keeping procedures

detailed product knowledge to recommend customised solutions to meet client needs

services offered by other providers to make recommendations to clients when their needs cannot be met

principles and benefits of enhanced customer service experiences and positive communication

techniques to anticipate customer preferences, needs and expectations throughout the service experience

methods for enhancing service delivery in response to staff and customer feedback

conflict resolution strategies to enable safe and satisfactory delivery of client service and resolution of complaints

the specific industry sector:

professional service standards and protocols for service industry personnel

attitudes and attributes expected by the service industries to work with customers

different customer service needs and expectations

the particular organisation:

designated response times for providing service and resolving complaints

customer service policies and procedures, including those for complaint handling

promotional services offered.


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. Identify client needs.

1.1 Establish rapport with clients.

1.2 Identify and confirm client needs, expectations and preferences.

1.3 Explain available services to client using appropriate communication strategies.

2. Recommend services.

2.1 Develop and maintain knowledge of client services.

2.2 Research and compare other relevant available services.

2.3 Match client needs to available services and respond to client queries and requests.

2.4 Identify gaps in service provision in relation to client needs.

2.5 Recommend alternative services when needs cannot be met.

3. Customise services.

3.1 Assist client to evaluate service options according to their needs.

3.2 Determine and prioritise preferred service option.

3.3 Identify potential areas of difficulty in client service delivery and take action to meet needs.

3.4 Develop customised solutions specific to customer requirements.

3.5 Negotiate and confirm solutions with client.

4. Confirm services.

4.1 Complete documentation as required according to organisational policies and procedures.

4.2 Refer client to appropriate personnel and follow up to ensure satisfaction with service provision.

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
Establish rapport with clients. 
Identify and confirm client needs, expectations and preferences. 
Explain available services to client using appropriate communication strategies. 
Develop and maintain knowledge of client services. 
Research and compare other relevant available services. 
Match client needs to available services and respond to client queries and requests. 
Identify gaps in service provision in relation to client needs. 
Recommend alternative services when needs cannot be met. 
Assist client to evaluate service options according to their needs. 
Determine and prioritise preferred service option. 
Identify potential areas of difficulty in client service delivery and take action to meet needs. 
Develop customised solutions specific to customer requirements. 
Negotiate and confirm solutions with client. 
Complete documentation as required according to organisational policies and procedures. 
Refer client to appropriate personnel and follow up to ensure satisfaction with service provision. 
Establish rapport with clients. 
Identify and confirm client needs, expectations and preferences. 
Explain available services to client using appropriate communication strategies. 
Develop and maintain knowledge of client services. 
Research and compare other relevant available services. 
Match client needs to available services and respond to client queries and requests. 
Identify gaps in service provision in relation to client needs. 
Recommend alternative services when needs cannot be met. 
Assist client to evaluate service options according to their needs. 
Determine and prioritise preferred service option. 
Identify potential areas of difficulty in client service delivery and take action to meet needs. 
Develop customised solutions specific to customer requirements. 
Negotiate and confirm solutions with client. 
Complete documentation as required according to organisational policies and procedures. 
Refer client to appropriate personnel and follow up to ensure satisfaction with service provision. 

Forms

Assessment Cover Sheet

SISXCCS003 - Address client needs
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

SISXCCS003 - Address client needs

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: