Respond to service related and technical problems

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 SIHHCCS303A, 'Respond to service related and technical problems'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Respond to service related and technical problems' 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

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1. Respond to conflicts and client complaints.

1.1. Identify potential and existing conflicts and seek solutions in conjunction with parties involved.

1.2. Recognise client dissatisfaction promptly and take action to resolve the situation according to individual level of responsibility and salon procedures.

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

1.4. Refer escalated complaints to the appropriate person according to individual level of responsibility and salon policy and procedures.

1.5. Maintain a positive and cooperative manner at all times.

2. Propose remedial action to solve client technical dissatisfaction.

2.1. Use open-ended questions to establish client level of dissatisfaction with current or recent service outcomes.

2.2. Paraphrase feedback and repeat back to confirm client concerns.

2.3. Examine and feel hair to analyse current appearance and condition of the hair.

2.4. Propose solutions and reach agreement with the client, according to salon procedures.

2.5. Proceed with or refer to the appropriate person and pre-book the client for remedial service.

2.6. Follow up with clients to confirm satisfaction with outcomes of remedial service, according to salon procedures.