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Sport and Recreation - Draft 2

SISXCCS005 Monitor and evaluate customer service_Draft 2

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Unit application and prerequisites

UNIT CODE

SISXCCS005

UNIT TITLE

Monitor and evaluate customer service

APPLICATION

This unit describes the performance outcomes, skills and knowledge required to monitor customer service and evaluate the quality of service provision. It requires the ability to report on service provision and make recommendations for change to service standards, policies and procedures.

 

This unit applies to any type of sport, fitness, aquatic or recreation organisation including commercial, not-for-profit, community and government organisations. It applies to senior personnel, including supervisors and managers, who operate independently or with limited guidance from others.

 

The skills in this unit must be applied in accordance with Commonwealth and State or Territory legislation, Australian standards and industry codes of practice.

 

No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

PREREQUISITE UNIT

Nil

COMPETENCY FIELD

Client and Customer Service

UNIT SECTOR

Cross-Sector

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Elements and performance criteria

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes

Performance criteria describe the performance needed to demonstrate achievement of the element.

  1. Support implementation of client service standards and systems.
    1. Monitor implementation of organisational client service standards and systems by staff members.
    2. Observe service delivery, identify successes and gaps in staff standard of service and provide constructive feedback.
    3. Take immediate corrective action where necessary to improve client service delivery.
    4. Identify and diagnose problems with service delivery.
    5. Identify required training for staff members to achieve required service standards.
  1. Evaluate and report client feedback.
    1. Seek formal feedback from clients and staff according to organisational requirements.
    2. Collate feedback and identify client service issues and satisfaction trends.
    3. Report conclusions and recommendations to address service issues.
    4. Provide recommendations on refinement and future development of client service standards, policies and procedures.

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Foundation skills

FOUNDATION SKILLS

Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement.

SKILLS

DESCRIPTION

Reading skills to:

  • interpret organisational documents of varying complexity including client service standards, policies and procedures
  • interpret the intent and extract relevant content of client opinions.

Writing skills to:

  • produce cohesive evaluation reports using language suitable for purpose and audience
  • present factual information without ambiguity
  • summarise and paraphrase a variety of customer and staff opinions without altering meaning.

Initiative and enterprise skills to:

  • critically evaluate successes and failures of client service provision to suggest improvements.

Teamwork skills to:

  • provide clear and effective feedback to encourage and support the provision of consistent and quality client service provision.

UNIT MAPPING INFORMATION

Supersedes and is not equivalent to SISXCCS002 Coordinate client service activities

LINKS

Companion Volume Implementation Guide

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Performance evidence

TITLE

Assessment Requirements for SISXCCS005 Monitor and evaluate customer service

PERFORMANCE EVIDENCE

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

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Knowledge evidence

KNOWLEDGE EVIDENCE

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

  • specific to the sport, fitness, aquatic or recreation environment:
    • typical organisational client service standards, policies and procedures
    • the purpose of client service standards, policies and procedures and how they are used to drive quality service provision
    • roles and responsibilities of operational personnel, supervisors and managers in providing and monitoring quality client service
    • client service training options
  • effective techniques for:
    • monitoring implementation of client service standards
    • observing service delivery without interruption to service
    • positively communicating feedback and service improvement suggestions to staff members
  • methods of obtaining feedback from clients and staff and the effectiveness of each:
    • formal surveys and questionnaires
    • formal customer interviews
    • informal discussions with customers
    • service discussions with employees during the course of each business day
    • regular staff meetings that involve service discussions
    • seeking staff suggestions for content of customer service standards, policies and procedures
  • other methods for assessing the effectiveness of client service practices:
    • reviewing the number and nature of client complaints
    • evaluating improvements suggested by staff and clients involved in complaints
    • monitoring staff ability to meet requirements of standards, policies and procedures
    • evaluating content of standards, policies and procedures to identify unrealistic expectations or shortfalls in content
  • meaning of quantitative and qualitative data and how these can be analysed and effectively reported
  • format, inclusions and style of evaluation reports that express factual and subjective information
  • techniques used to draw and express conclusions and recommendations.

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Assessment conditions

ASSESSMENT CONDITIONS

Skills must be demonstrated in a sport, fitness, aquatic or recreation environment. This can be:

  • a workplace, or
  • a simulated industry environment set up for the purposes of skills assessment.

 

Assessment must ensure use of:

  • interaction with client service personnel; these can be:
    • staff in an industry workplace, or
    • individuals who participate in simulated activities used for the purpose of skills assessment
  • quantitative and qualitative data from client and staff feedback on service provision
  • organisational client service standards, policies and procedures

 

Assessors must satisfy the Standards for Registered Training Organisations requirements for assessors.

LINKS

Companion Volume Implementation Guide

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