This unit applies to all personnel in the funeral services industry.

Nil

ELEMENT

PERFORMANCE CRITERIA

1

Receive and process client enquiries.

1.1

Receive client enquiries courteously and efficiently.

1.2

Clarify client needs or concerns.

1.3

Seek assistance from other staff where required.

2

Deal with client feedback and complaints.

2.1

Assess options and solutions and provide information to clients.

2.2

Identify implications of options and solutions for clients and workplace.

2.3

Analyse appropriate options for resolution and explain and negotiate a resolution with client, according to relevant legislation and workplace policies and procedures.

3

Finalise resolution.

3.1

Refer matters beyond scope of own authority to appropriate personnel according to workplace policies and procedures.

3.2

Record and report details of client enquiries, feedback and complaints according to workplace policies and procedures.

Required skills

communication skills to elicit clear information from clients and provide feedback

negotiation skills to deal with client complaints

literacy skills to record client enquiries, feedback and complaints

problem-solving skills to clarify complaints and develop solutions.

Required knowledge

workplace processes, products and services

workplace policies and procedures for dealing with client enquiries, feedback and complaints

broad working knowledge of relevant federal, state or territory, and local government legislation and regulations relating to consumer protection and funeral services, burials and cremations

professional funeral services industry parameters when dealing with the bereaved

funeral services industry communication protocols

negotiation and dispute resolution techniques

understanding of social, religious or cultural implications in the context of complaint resolution.

environmental impacts applying to the funeral services industry and minimal impact practices to reduce these especially those that relate to resource, water and energy use.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

the ability to deal with client enquiries, feedback and complaints positively, sensitively and politely and in accordance with workplace policies and procedures

the use of effective communication and negotiation skills to clarify and resolve complaints and address feedback

providing service to clients on multiple occasions to ensure consistency of performance and ability to respond to different situations.

Context of and specific resources for assessment

Assessment must ensure:

interaction with diverse clients to allow candidate to respond to a range of client requirements and requests

access to relevant documentation, such as:

workplace policies and procedures for OHS, client complaints, privacy and anti-discrimination

relevant legislation and industry codes of practice for OHS, privacy, anti-discrimination and trade practices.

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

observation of candidate receiving and addressing client enquiries, complaints and feedback in the workplace

written or verbal questioning to assess knowledge and understanding of workplace policies and procedures, and relevant legislation

review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Client enquiries may include:

service cost

advice or general information

current funeral arrangements

special burial requests

incorrect invoices or prices

dissatisfaction with service quality

service errors

making or changing appointments

notifying of a death or impending death

options for prepayment of funerals.

Other staff may include:

colleagues

supervisors

managers.

Information to clients may include:

funeral details

confirmation of arrangements

delays

difficulties

additional costs.

Implications of options and solutions may include:

social, religious or cultural impediments

time delays

increased costs to client or business

negative impact on business reputation

negative impact on environment

increased staff workload

health and safety of staff and clients.

Relevant legislation may include:

OHS

anti-discrimination

Privacy Acts

Trade Practices Act.

Workplace policies and procedures may include:

record keeping

referral of complaints and enquiries

confidentiality of information

standards and certification requirements

quality assurance procedures

OHS procedures

emergency procedures.

Sector

Funeral Services

Client and Customer Service

This unit contains employability skills.