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Evidence Guide: SIFCCS004A - Coordinate interaction with clients

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

 

SIFCCS004A - Coordinate interaction with clients

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

Implement customer service standards.

  1. Identify workplace customer service standards.
  2. Communicate workplace customer service standards to team members.
  3. Monitor implementation of customer service standards according to workplace policies and procedures.
  4. Identify deficiencies in service provision and take corrective action according to workplace policies and procedures.
  5. Provide feedback on quality of service provision to team members and management according to workplace policies and procedures.
Identify workplace customer service standards.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Communicate workplace customer service standards to team members.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Monitor implementation of customer service standards according to workplace policies and procedures.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify deficiencies in service provision and take corrective action according to workplace policies and procedures.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Provide feedback on quality of service provision to team members and management according to workplace policies and procedures.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Implement workplace policy regarding client complaints.

  1. Monitor client complaints according to workplace policies and procedures.
  2. Take corrective action to resolve client complaints according to workplace policies and procedures.
  3. Identify clients' special needs and respond according to workplace policies and procedures.
Monitor client complaints according to workplace policies and procedures.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Take corrective action to resolve client complaints according to workplace policies and procedures.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Identify clients' special needs and respond according to workplace policies and procedures.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Communicate with management.

  1. Refer customer service issues that may affect workplace operation to management.
  2. Provide operational information to management in order to facilitate customer service planning.
Refer customer service issues that may affect workplace operation to management.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Provide operational information to management in order to facilitate customer service planning.

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

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.

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

Evidence of the following is essential:

ability to monitor customer service provided by team members and identify and addresses deficiencies

the resolution of client complaints according to workplace policies and procedures

the provision of accurate feedback to management on operational customer service matters

coordinating interaction with clients over a period of time to ensure consistency of performance and ability to respond to different situations.

Context of and specific resources for assessment

Assessment must ensure:

demonstration of skills in an environment where staff briefings can occur and feedback can be given to team members

involvement of and interaction with a team for which the candidate is leader.

access to relevant documentation, such as client complaints.

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 monitoring, identifying and resolving client complaints, including referral of issues outside own authority

written or verbal questioning to assess knowledge and understanding of relevant procedures with regard to provision of customer service and resolution of complaints

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:

SIFMGT002A Coordinate staff.

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.

Required Skills and Knowledge

Required skills

interpersonal skills to relate to people from a range of social, cultural, religious and ethnic backgrounds and with a range of physical and mental abilities

problem-solving skills to identify customer service issues and resolve complaints

communication skills, including clear and direct communication to provide operational information to management and advise staff on customer service standards and responsive communication when negotiating client complaints

literacy and numeracy skills to understand written information

teamwork skills to support team members and coordinate and supervise staff.

Required knowledge

workplace policies and procedures in relation to customer service

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

social, religious and cultural differences and traditions

funeral services industry communication protocols.

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.

Customers may include:

internal or external

other agencies

individual members of the organisation

individual members of the public.

Customer service standards may include:

identification of clients' special needs

timely provision of services

provision of feedback

resolution of complaints.

Workplace policies and procedures may include:

standard operating policies and procedures

communication protocols

complaints procedures

standards and certification requirements

quality assurance procedures

OHS.

Corrective action may include:

authorising appropriate action

undertaking appropriate action

referring to a higher authority.

Operational information may include:

data on enquiry flows, peaks and troughs

data on types of enquiries

information about changing client needs

information about staffing levels and needs.