NTISthis.com

Evidence Guide: SFLSOP008 - Provide quality service to floristry customers

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

SFLSOP008 - Provide quality service to floristry customers

What evidence can you provide to prove your understanding of each of the following citeria?

Communicate with internal and external customers.

  1. Communicate with customers in a polite, professional and friendly manner.
  2. Use appropriate language and tone in both written and spoken communication.
  3. Use appropriate non-verbal communication.
  4. Observe and respond to non-verbal communication of customers.
  5. Show sensitivity to cultural and social diversity.
  6. Use active listening and questioning to facilitate effective two way communication.
  7. Select and use medium of communication appropriate for audience and situation.
Communicate with customers in a polite, professional and friendly manner.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use appropriate language and tone in both written and spoken communication.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use appropriate non-verbal communication.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Observe and respond to non-verbal communication of customers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Show sensitivity to cultural and social diversity.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use active listening and questioning to facilitate effective two way communication.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select and use medium of communication appropriate for audience and situation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain personal presentation standards.

  1. Identify appropriate personal presentation in line with organisational policy, customer expectations, work location and activities.
  2. Practise high standards of personal presentation and hygiene.
Identify appropriate personal presentation in line with organisational policy, customer expectations, work location and activities.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Practise high standards of personal presentation and hygiene.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and meet customer needs

  1. Establish rapport with customers to promote goodwill and trust.
  2. Identify customer needs and expectations including customers with special needs.
  3. Meet all reasonable customer needs and requests promptly.
  4. Provide relay services to customers and meet special requests.
  5. Identify and act on opportunities to enhance service quality.
Establish rapport with customers to promote goodwill and trust.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify customer needs and expectations including customers with special needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Meet all reasonable customer needs and requests promptly.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide relay services to customers and meet special requests.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and act on opportunities to enhance service quality.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop a customer relationship.

  1. Maintain contact with customers until orders are complete.
  2. Develop rapport, provide empathy and special assistance to customers with special circumstances.
  3. Promote repeat business through offer of promotional services
Maintain contact with customers until orders are complete.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop rapport, provide empathy and special assistance to customers with special circumstances.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Promote repeat business through offer of promotional services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to customer complaints.

  1. Recognise customer dissatisfaction and take swift action to avoid escalation to a complaint.
  2. Respond to customer complaints and seek solutions in consultation with the customer.
  3. Resolve complaints according to level of individual responsibility and organisational policy.
  4. Refer complex service issues to relevant staff for action.
  5. Maintain a positive and cooperative manner at all times.
Recognise customer dissatisfaction and take swift action to avoid escalation to a complaint.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to customer complaints and seek solutions in consultation with the customer.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolve complaints according to level of individual responsibility and organisational policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer complex service issues to relevant staff for action.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain a positive and cooperative manner at all times.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate with internal and external customers.

  1. Communicate with customers in a polite, professional and friendly manner.
  2. Use appropriate language and tone in both written and spoken communication.
  3. Use appropriate non-verbal communication.
  4. Observe and respond to non-verbal communication of customers.
  5. Show sensitivity to cultural and social diversity.
  6. Use active listening and questioning to facilitate effective two way communication.
  7. Select and use medium of communication appropriate for audience and situation.
Communicate with customers in a polite, professional and friendly manner.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use appropriate language and tone in both written and spoken communication.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use appropriate non-verbal communication.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Observe and respond to non-verbal communication of customers.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Show sensitivity to cultural and social diversity.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use active listening and questioning to facilitate effective two way communication.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Select and use medium of communication appropriate for audience and situation.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain personal presentation standards.

  1. Identify appropriate personal presentation in line with organisational policy, customer expectations, work location and activities.
  2. Practise high standards of personal presentation and hygiene.
Identify appropriate personal presentation in line with organisational policy, customer expectations, work location and activities.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Practise high standards of personal presentation and hygiene.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and meet customer needs

  1. Establish rapport with customers to promote goodwill and trust.
  2. Identify customer needs and expectations including customers with special needs.
  3. Meet all reasonable customer needs and requests promptly.
  4. Provide relay services to customers and meet special requests.
  5. Identify and act on opportunities to enhance service quality.
Establish rapport with customers to promote goodwill and trust.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify customer needs and expectations including customers with special needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Meet all reasonable customer needs and requests promptly.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide relay services to customers and meet special requests.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and act on opportunities to enhance service quality.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop a customer relationship.

  1. Maintain contact with customers until orders are complete.
  2. Develop rapport, provide empathy and special assistance to customers with special circumstances.
  3. Promote repeat business through offer of promotional services
Maintain contact with customers until orders are complete.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Develop rapport, provide empathy and special assistance to customers with special circumstances.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Promote repeat business through offer of promotional services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to customer complaints.

  1. Recognise customer dissatisfaction and take swift action to avoid escalation to a complaint.
  2. Respond to customer complaints and seek solutions in consultation with the customer.
  3. Resolve complaints according to level of individual responsibility and organisational policy.
  4. Refer complex service issues to relevant staff for action.
  5. Maintain a positive and cooperative manner at all times.
Recognise customer dissatisfaction and take swift action to avoid escalation to a complaint.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to customer complaints and seek solutions in consultation with the customer.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Resolve complaints according to level of individual responsibility and organisational policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer complex service issues to relevant staff for action.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain a positive and cooperative manner at all times.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Communicate with internal and external customers.

1.1 Communicate with customers in a polite, professional and friendly manner.

1.2 Use appropriate language and tone in both written and spoken communication.

1.3 Use appropriate non-verbal communication.

1.4 Observe and respond to non-verbal communication of customers.

1.5 Show sensitivity to cultural and social diversity.

1.6 Use active listening and questioning to facilitate effective two way communication.

1.7 Select and use medium of communication appropriate for audience and situation.

2. Maintain personal presentation standards.

2.1 Identify appropriate personal presentation in line with organisational policy, customer expectations, work location and activities.

2.2 Practise high standards of personal presentation and hygiene.

3. Identify and meet customer needs

3.1 Establish rapport with customers to promote goodwill and trust.

3.2 Identify customer needs and expectations including customers with special needs.

3.3 Meet all reasonable customer needs and requests promptly.

3.4 Provide relay services to customers and meet special requests.

3.5 Identify and act on opportunities to enhance service quality.

4. Develop a customer relationship.

4.1 Maintain contact with customers until orders are complete.

4.2 Develop rapport, provide empathy and special assistance to customers with special circumstances.

4.3 Promote repeat business through offer of promotional services

5. Respond to customer complaints.

5.1 Recognise customer dissatisfaction and take swift action to avoid escalation to a complaint.

5.2 Respond to customer complaints and seek solutions in consultation with the customer.

5.3 Resolve complaints according to level of individual responsibility and organisational policy.

5.4 Refer complex service issues to relevant staff for action.

5.5 Maintain a positive and cooperative manner at all times.

Required Skills and Knowledge

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Communicate with internal and external customers.

1.1 Communicate with customers in a polite, professional and friendly manner.

1.2 Use appropriate language and tone in both written and spoken communication.

1.3 Use appropriate non-verbal communication.

1.4 Observe and respond to non-verbal communication of customers.

1.5 Show sensitivity to cultural and social diversity.

1.6 Use active listening and questioning to facilitate effective two way communication.

1.7 Select and use medium of communication appropriate for audience and situation.

2. Maintain personal presentation standards.

2.1 Identify appropriate personal presentation in line with organisational policy, customer expectations, work location and activities.

2.2 Practise high standards of personal presentation and hygiene.

3. Identify and meet customer needs

3.1 Establish rapport with customers to promote goodwill and trust.

3.2 Identify customer needs and expectations including customers with special needs.

3.3 Meet all reasonable customer needs and requests promptly.

3.4 Provide relay services to customers and meet special requests.

3.5 Identify and act on opportunities to enhance service quality.

4. Develop a customer relationship.

4.1 Maintain contact with customers until orders are complete.

4.2 Develop rapport, provide empathy and special assistance to customers with special circumstances.

4.3 Promote repeat business through offer of promotional services

5. Respond to customer complaints.

5.1 Recognise customer dissatisfaction and take swift action to avoid escalation to a complaint.

5.2 Respond to customer complaints and seek solutions in consultation with the customer.

5.3 Resolve complaints according to level of individual responsibility and organisational policy.

5.4 Refer complex service issues to relevant staff for action.

5.5 Maintain a positive and cooperative manner at all times.

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

communicate effectively and provide quality customer service to these customer types:

one walk-in customer purchasing a general product

those with special needs:

one aged customer

one customer with language or cultural needs

those with special circumstances:

one customer purchasing floristry products for a funeral

one customer purchasing floristry products for a special occasion

across those customer interactions, cover:

face-to-face communications

communications via written media

communications via the telephone

resolution of complaints.

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

principles of quality customer service and positive communication

essential features, conventions and usage of these types of communication media:

telephone

email

letters

appropriate:

voice tonality and volume

body language

floristry industry expectations of service personnel:

professional service standards

attitudes to work with customers

ethics of professional behaviour

personal presentation and hygiene standards

floristry industry and organisational:

types of internal and external customers; their service and communication expectations especially for customers with special service needs

customer service policies and procedures including those for complaint handling

procedures for the provision of relay services

key features of promotional services:

customer loyalty programs

discount vouchers

gift vouchers

newsletters

general characteristics of the main social and cultural groups in Australian society and key aspects of their cultural and religious protocols and preferences for service and communication

basic aspects of stresses faced by customers with special circumstances and communication techniques to manage these types of customers:

people purchasing floristry products for a funeral

people purchasing floristry products for a special occasion

techniques to identify and resolve customer dissatisfaction and complaints.