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Evidence Guide: SIFXCSS004 - 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

 

SIFXCSS004 - 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.
  4. Recognise deficiencies in service provision and take corrective action.
  5. Provide feedback on quality of service provision to team members and management.
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.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recognise deficiencies in service provision and take corrective action.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide feedback on quality of service provision to team members and management.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement workplace policy regarding client complaints.

  1. Monitor client complaints.
  2. Take corrective action to resolve client complaints.
  3. Identify special needs of clients to apply the appropriate response.
Monitor client complaints.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take corrective action to resolve client complaints.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify special needs of clients to apply the appropriate response.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate with management.

  1. Refer customer service issues that may affect workplace operation to management.
  2. Provide information on enquiry types and flows and changing client needs 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 information on enquiry types and flows and changing client needs to management in order to facilitate customer service planning.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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.
  4. Recognise deficiencies in service provision and take corrective action.
  5. Provide feedback on quality of service provision to team members and management.
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.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recognise deficiencies in service provision and take corrective action.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide feedback on quality of service provision to team members and management.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Implement workplace policy regarding client complaints.

  1. Monitor client complaints.
  2. Take corrective action to resolve client complaints.
  3. Identify special needs of clients to apply the appropriate response.
Monitor client complaints.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Take corrective action to resolve client complaints.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify special needs of clients to apply the appropriate response.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Communicate with management.

  1. Refer customer service issues that may affect workplace operation to management.
  2. Provide information on enquiry types and flows and changing client needs 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 information on enquiry types and flows and changing client needs to management in order to facilitate customer service planning.

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. 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.

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. 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 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.

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.