Unit of competency Outline

Date retreived
22/07/2026 1:57 AM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Coordinate interaction with clients

Coordinate interaction with clients

Unit of competency
National Code
SIFXCSS004
State Code
WG629
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
21/06/2013
View on TGA
State Implementation and Classification
Approved Date
20/06/2014
Field of Education
080501 - Sales
Original Release Date
20/06/2014
Nominal Hours
20
Description
This unit describes the performance outcomes, skills and knowledge required to implement and coordinate the customer service standards of a funeral services organisation. It applies to staff responsible for monitoring team members’ interaction with clients and ensuring that all work is carried out according to work health and safety, relevant legislation and workplace policies and procedures.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
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.
No information
No information
Replaces
State Code National Code Title Type
S7054 SIFCCS004A Coordinate interaction with clients Unit of competency