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.
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. Implement customer service standards. | 1.1 Identify workplace customer service standards. 1.2 Communicate workplace customer service standards to team members. 1.3 Monitor implementation of customer service standards. 1.4 Recognise deficiencies in service provision and take corrective action. 1.5 Provide feedback on quality of service provision to team members and management. |
2. Implement workplace policy regarding client complaints. | 2.1 Monitor client complaints. 2.2 Take corrective action to resolve client complaints. 2.3 Identify special needs of clients to apply the appropriate response. |
3. Communicate with management. | 3.1 Refer customer service issues that may affect workplace operation to management. 3.2 Provide information on enquiry types and flows and changing client needs to management in order to facilitate customer service planning. |
Evidence of Performance
Evidence of the ability to:
provide feedback to team members on customer service provided including addressing any deficiencies.
report resolutions of client complaints according to workplace policies and procedures
provide feedback to management on operational customer service matters.
Evidence of performance of coordinating interaction with clients is required to demonstrate consistency of performance and ability to respond to different situations.
Evidence of Knowledge
Demonstrated knowledge of:
clients and stakeholders of funeral industry organisations, including:
internal or external
other agencies
individual members of the organisation
individual members of the public
aims and characteristics of customer service standards, including:
identification of clients’ special needs
timely provision of services
provision of feedback
resolution of complaints
processes for monitoring service standards, including continuous improvement methods
workplace policies and procedures in relation to customer service and dealing with complaints
relevant federal, state or territory, and local government legislation and regulations relating to consumer protection and funeral services, burials and cremations
range of social, religious and cultural differences and traditions of the organisation’s clientele
protocols used by the funeral services industry for effective communication.
Assessment Conditions
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.
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