NTISthis.com

Evidence Guide: SIFXCSS001 - Provide service to 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

 

SIFXCSS001 - Provide service to clients

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

Receive and process client enquiries.

  1. Receive client enquiries courteously and efficiently.
  2. Clarify client needs or concerns, including any social and cultural needs.
  3. Interact with clients with social and cultural sensitivity.
  4. Seek assistance from manager or appropriate team member where required.
Receive client enquiries courteously and efficiently.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clarify client needs or concerns, including any social and cultural needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Interact with clients with social and cultural sensitivity.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek assistance from manager or appropriate team member where required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deal with client feedback and complaints.

  1. Assess options and solutions and provide information to clients.
  2. Identify implications of options and solutions for clients and workplace.
  3. Analyse appropriate options for resolution and explain and negotiate a resolution with client.
Assess options and solutions and provide information to clients.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify implications of options and solutions for clients and workplace.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse appropriate options for resolution and explain and negotiate a resolution with client.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Finalise resolution.

  1. Refer matters beyond scope of own authority to appropriate personnel.
  2. Record and report details of client enquiries, feedback and complaints.
Refer matters beyond scope of own authority to appropriate personnel.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record and report details of client enquiries, feedback and complaints.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Receive and process client enquiries.

  1. Receive client enquiries courteously and efficiently.
  2. Clarify client needs or concerns, including any social and cultural needs.
  3. Interact with clients with social and cultural sensitivity.
  4. Seek assistance from manager or appropriate team member where required.
Receive client enquiries courteously and efficiently.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clarify client needs or concerns, including any social and cultural needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Interact with clients with social and cultural sensitivity.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Seek assistance from manager or appropriate team member where required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deal with client feedback and complaints.

  1. Assess options and solutions and provide information to clients.
  2. Identify implications of options and solutions for clients and workplace.
  3. Analyse appropriate options for resolution and explain and negotiate a resolution with client.
Assess options and solutions and provide information to clients.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify implications of options and solutions for clients and workplace.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse appropriate options for resolution and explain and negotiate a resolution with client.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Finalise resolution.

  1. Refer matters beyond scope of own authority to appropriate personnel.
  2. Record and report details of client enquiries, feedback and complaints.
Refer matters beyond scope of own authority to appropriate personnel.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Record and report details of client enquiries, feedback and complaints.

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. 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.

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. 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 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.

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).