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.
Elements and Performance Criteria
ELEMENTS | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Receive and process client enquiries. | 1.1 Receive client enquiries courteously and efficiently. 1.2 Clarify client needs or concerns, including any social and cultural needs. 1.3 Interact with clients with social and cultural sensitivity. 1.4 Seek assistance from manager or appropriate team member 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. |
3. Finalise resolution. | 3.1 Refer matters beyond scope of own authority to appropriate personnel. 3.2 Record and report details of client enquiries, feedback and complaints. |
Evidence of Performance
Evidence of the ability to:
deal with client enquiries, feedback and complaints positively, sensitively and politely and in accordance with workplace policies and procedures
use effective communication and negotiation skills to clarify and resolve complaints and address feedback.
Evidence of performance responding to two or more enquiries of a different nature is required to demonstrate consistency of performance and ability to respond to different situations.
Evidence of Knowledge
Demonstrated knowledge of:
range of funeral services enquiries, including but not restricted to:
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
products and services that assist in responding to client enquiries, including environmentally friendly options
implications of options and solutions for dealing with client feedback and complaints, including but not restricted to:
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
workplace policies and procedures for dealing with client enquiries, feedback and complaints
professional funeral services industry parameters when dealing with the bereaved
funeral services industry communication protocols
techniques for negotiation and dispute resolution
social, religious or cultural implications in the context of client enquiries and complaint resolution
relevant federal, state or territory, and local government legislation and regulations that may impact on providing service to clients, including:
work health and safety/occupational health and safety
antidiscrimination
Privacy Acts
Australian Consumer Law (ACL).
Assessment Conditions
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.
Foundation Skills
This section describes those language, literacy, numeracy and employment skills that are essential to performance.
Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.
Sectors
Cross-Sector
Competency Field
Client Service and Sales