Provide service to clients

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver SIBXCCS202A, 'Provide service to clients'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Provide service to clients' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)


Elements and Performance Criteria

ELEMENT

PERFORMANCE CRITERIA

1

Receive clients.

1.1

Communicate with clients according to workplace policies and procedures.

1.2

Meet client customer service needs and reasonable requests or refer to a supervisor according to workplace policies.

1.3

Source client records and establish new cards as required.

1.4

Enter client information in record system according to workplace policies and procedures and relevant legislation and codes.

1.5

Direct client to designated area for specific beauty service.

2

Deliver customer service to clients.

2.1

Identify or anticipate possible contingencies and take action to maximise client satisfaction.

2.2

Recognise and act upon opportunities to deliver additional levels of service beyond client's immediate request.

2.3

Farewell clients according to workplace policies and procedures.

2.4

Use positive verbal and non-verbal communication to develop rapport and maintain contact with client during customer service delivery.

2.5

Encourage repeat custom by promotion of appropriate services and products according to workplace policies and procedures.

2.6

Process sales, returns and refunds according to workplace policies and procedures.

3

Schedule clients.

3.1

Schedule appointments according to the length of time required for services, availability of staff, and space and workplace policies and procedures.

3.2

Confirm appointments with client and record details on appointment system.

4

Respond to client complaints.

4.1

Establish nature of complaint by active listening and questioning and confirm with client.

4.2

Implement complaint resolution procedures when required according to workplace procedures.

4.3

Promptly refer unresolved complaints to supervisor.

4.4

Take opportunities to turn incidents of client dissatisfaction into a demonstration of high quality customer service in line with workplace policies and procedures.

4.5

Complete workplace documentation regarding client dissatisfaction or complaint.

4.6

Take follow-up action as necessary to ensure client satisfaction.

5

Identify clients' special customer service needs.

5.1

Promptly identify clients with special needs or requirements by observation and questioning.

5.2

Verbally and non-verbally convey a willingness to assist clients.

5.3

Promptly service client needs, or refer or redirect as required.


Qualifications and Skillsets

SIBXCCS202A appears in the following qualifications:

  • SIB50110 - Diploma of Beauty Therapy
  • SIB30110 - Certificate III in Beauty Services
  • SIB20210 - Certificate II in Nail Technology
  • SIB20110 - Certificate II in Retail Make-Up and Skin Care
  • SIB40110 - Certificate IV in Beauty Therapy

And the skillsets: