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Evidence Guide: SISXCCS004 - Provide quality service

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

 

SISXCCS004 - Provide quality service

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

Address client needs and expectations.

  1. Establish rapport with client using clear and positive communication suited to the communication medium.
  2. Identify and confirm client needs, preferences, and expectations through active questioning.
  3. Provide information about available programs, services and facilities suited to identified client requirements.
  4. Actively engage with client to explain the features and benefits of different services.
  5. Identify personal limitations in addressing client needs and seek support from relevant personnel.
Establish rapport with client using clear and positive communication suited to the communication medium.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify and confirm client needs, preferences, and expectations through active questioning.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information about available programs, services and facilities suited to identified client requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Actively engage with client to explain the features and benefits of different services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify personal limitations in addressing client needs and seek support from relevant personnel.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide quality service experience.

  1. Provide professional and personalised service to meet client needs.
  2. Anticipate client needs, preferences and expectations throughout the provision of services.
  3. Meet all reasonable client requests promptly and explain alternate service offerings that may suit needs.
  4. Confirm client satisfaction and implement appropriate adjustments to service as required.
Provide professional and personalised service to meet client needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Anticipate client needs, preferences and expectations throughout the provision of services.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Meet all reasonable client requests promptly and explain alternate service offerings that may suit needs.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Confirm client satisfaction and implement appropriate adjustments to service as required.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to customer complaints.

  1. Resolve routine customer problems according to own level of responsibility and organisational procedures.
  2. Respond promptly to client complaints in a positive and cooperative manner and establish the nature and details of the issue.
  3. Refer unresolved complaints to appropriate personnel for action according to organisational procedures.
Resolve routine customer problems according to own level of responsibility and organisational procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond promptly to client complaints in a positive and cooperative manner and establish the nature and details of the issue.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer unresolved complaints to appropriate personnel for action according to organisational procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Required Skills and Knowledge