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Evidence Guide: SFLSOP306A - 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

 

SFLSOP306A - Provide quality service to floristry customers

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

Communicate with customers.

  1. Conduct communication with customers in a polite, professional and friendly manner.
  2. Use language and tone appropriate to a given situation in both written and spoken communication.
  3. Use appropriate non-verbal communication in all situations.
  4. Observe and take into consideration 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 an appropriate medium of communication for the particular audience, purpose and situation, taking into consideration the characteristics of each medium and the relevant factors involved.
  8. Use communication medium correctly and according to standard protocols and the organisation's procedures.
Conduct communication with customers in a polite, professional and friendly manner.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use language and tone appropriate to a given situation in both written and spoken communication.

Completed
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Use appropriate non-verbal communication in all situations.

Completed
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Observe and take into consideration non-verbal communication of customers.

Completed
Date:

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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 an appropriate medium of communication for the particular audience, purpose and situation, taking into consideration the characteristics of each medium and the relevant factors involved.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use communication medium correctly and according to standard protocols and the organisation's procedures.

Completed
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Maintain personal presentation standards.

  1. Identify appropriate personal presentation in line with the organisation's requirements, work location, impacts on the potential range of customers, and the specific requirements for particular work functions.
  2. Practice high standards of personal presentation at all times.
Identify appropriate personal presentation in line with the organisation's requirements, work location, impacts on the potential range of customers, and the specific requirements for particular work functions.

Completed
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Practice high standards of personal presentation at all times.

Completed
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Provide service to customers.

  1. Identify customer service needs and expectations correctly, including customers with special service needs, and provide appropriate level of service to meet their needs.
  2. Meet all reasonable customer needs and requests within acceptable organisational timeframes.
  3. Provide relay services to customers and ensure all special requests are met.
  4. Identify and take all opportunities to enhance service quality.
Identify customer service needs and expectations correctly, including customers with special service needs, and provide appropriate level of service to meet their needs.

Completed
Date:

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Meet all reasonable customer needs and requests within acceptable organisational timeframes.

Completed
Date:

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Provide relay services to customers and ensure all special requests are met.

Completed
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Identify and take all opportunities to enhance service quality.

Completed
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Develop a customer relationship.

  1. Proactively maintain contact with the customer until quotations and orders are complete.
  2. Develop a rapport with and provide empathy and special assistance to the customer who is faced with special circumstances.
  3. Promote repeat business by the offer of promotional services.
Proactively maintain contact with the customer until quotations and orders are complete.

Completed
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Develop a rapport with and provide empathy and special assistance to the customer who is faced with special circumstances.

Completed
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Promote repeat business by the offer of promotional services.

Completed
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Respond to conflicts and customer complaints.

  1. Identify potential and existing conflicts and seek solutions in conjunction with parties involved.
  2. Recognise customer dissatisfaction promptly and take action to resolve the situation according to individual level of responsibility and the organisation's procedures.
  3. Respond to customer complaints positively, sensitively and politely and in consultation with the customer.
  4. Resolve or refer escalated complaints to the appropriate person according to individual level of responsibility and the organisation's policy and procedures.
  5. Maintain a positive and cooperative manner at all times in dealing with customers.
Identify potential and existing conflicts and seek solutions in conjunction with parties involved.

Completed
Date:

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Recognise customer dissatisfaction promptly and take action to resolve the situation according to individual level of responsibility and the organisation's procedures.

Completed
Date:

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Respond to customer complaints positively, sensitively and politely and in consultation with the customer.

Completed
Date:

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Resolve or refer escalated complaints to the appropriate person according to individual level of responsibility and the organisation's policy and procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain a positive and cooperative manner at all times in dealing with customers.

Completed
Date:

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Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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.

Overview of assessment

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

Evidence of the following is essential:

knowledge of communication and customer service principles and their importance in a floristry service context

ability to communicate effectively with a variety of customers including those with special needs,difficult customers or customers with a complaint

ability to provide quality customer service on multiple occasions. To ensure consistency of performance and ability to respond to different circumstances,this should occur over a period of time and cover a range of diverse customer service situations, including the resolution of complaints

completion of service within commercial time constraints so that all customers are served effectively.

Context of and specific resources for assessment

Assessment must ensure:

access to a fully equipped floristry service environment using appropriate telephones, computers, printers, information programs, product publications and software programs currently used in the floristry industry to assist with communication and service provision

interaction with customers to demonstrate the interpersonal communication requirements of the unit

the presence of sufficient customer traffic that allows for prioritisation of tasks.

Method of assessment

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

direct observation of the candidate providing service to customers

project or work activities that show the candidate's ability to provide quality customer service that meets the requirements of differing industry contexts e.g. service within retail floristry shops, studio environments, telephone sales environments, e-businesses

role-plays about communication situations and the resolution of complaints and misunderstandings

review of simple messages written by the candidate for various situations

review of customer feedback

written and oral questioning or interview to test knowledge of effective communication techniques and personal presentation requirements

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, for example:

BSBDES402A Interpret and respond to a design brief

SFLDEC302A Design floristry products

SFLDEC407A Design complex floristry products

SFLDEC409A Coordinate floristry products for a special occasion

SFLDEC511A Style and manage an event

SFLSOP308A Prepare quotations for floristry products

SIRXSLS301A Sell products and services.

Required Skills and Knowledge

Required skills

communication skills including active listening and open and closed questioning to develop rapport and to determine and meet customers' special service requirements

communication skills to select and use appropriate verbal and non-verbal language to respond to different cultural and special service needs

literacy skills to read basic messages, notes, emails and faxes and to locate and understand specific information required by the customer

writing skills to produce basic clear and concise messages, notes, emails and faxes

telephone skills to correctly operate the equipment and to use correct vocal tone, pace and volume

techniques to identify and resolve conflict situations, customer complaints and misunderstandings within scope of responsibility.

Required knowledge

protocol and service rituals of the floristry industry, differing sectors and the organisation in particular

ethics of professional floristry industry behaviour

different customer service and communication expectations especially those with special service needs

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

stresses faced by customers faced with special circumstances such as death of a relative or organisation of special events such as weddings

the essential features, conventions and use of different types of communication media

the principles of quality customer service and positive communication

promotional services provided by the floristry industry and the organisation in particular

procedures that generally operate within the floristry industry and the organisation in particular for the provision of relay services and dealing with complaints

standards of personal presentation that apply to the floristry industry and the organisation in particular

complaint handling policies and procedures that generally operate within the floristry industry and the organisation in particular.

Range Statement

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.

Communication may be:

verbal

by written format, such as handwritten, electronic e.g. email, or hard copy e.g. letter

by telephone

face-to-face

varied according to the needs of the customer including:

use of appropriate voice tonality and volume

use of languages other than English

use of a family interpreter

use of basic gestures

use of visual aids such as photographs, sketches or product information sheets

formal

informal using abbreviations.

Customers may be:

team members and colleagues in a large internal structure

external customers and clients

business to business customer e.g. retailer to an event co-ordinator

e-business

studio

new

regular

retail

corporate.

Non-verbal communication may involve:

body language

dress and accessories

gestures and mannerisms

use of space

culturally specific communication, customs and practices.

Cultural and social diversity may include:

modes of greeting, farewelling and conversation

body language, including use of body gestures

formality of language.

Medium of communication may be via:

letter

promotional materials such as newsletters

fax

email or other electronic communication

simple written messages, such as writing down the price of display items or telephone messages

face-to-face

telephone

two-way communication systems

standard forms and pro formas

assistive technology, e.g. telephone typewriter (TTY).

Factorsaffecting the selection of appropriate medium may include:

technical and operational features

access of the sender and receiver to necessary equipment

technical skills required to use the medium

required format

degree of formality required

urgency and timeframes.

Protocols and the organisation's procedures may include:

modes of greeting and farewelling

addressing the person by name

required timeframe for addressing and serving customers

required timeframe for response to an enquiry

style manual requirements

use of standard letters

use of pro-formas e.g. tickets, labels, signs and quotations

relationship with relay organisation.

Personal presentation may include:

attire, shoes and accessories

wearing of uniform items within the organisation's policy requirements

complying with organisation's policy for personal presentation

hair and grooming

hands and nails

jewellery

personal hygiene.

Customers with special service needs may include:

people with a disability

people with special cultural or language needs

unaccompanied children or adolescents

parents with young children

pregnant women

aged people.

Customers faced withspecial circumstancesmay include:

people facing the stresses of co-ordinating a special event or special occasions

grieving family members or friends

customers purchasing funeral products that must comply with the procedures of funeral directors, cemeteries or crematoria

people with last-minute special requests.

Promotional servicesmay include:

customer loyalty programs

newsletters

email notification of sales, new product ranges or reminders of forthcoming special occasions such as mother's day and Valentine's day

sale of gift vouchers

discount vouchers.

Customer complaints may relate to:

problems with the service, such as delays or wrong orders

problems with the product

communication barriers or misunderstandings

communication via email or other electronic means, telephone, mail or face-to face contact.