Provide quality service to floristry customers

Unit of competency Outline

Date retreived
22/07/2026 4:01 PM 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.

Unit of competency

National Code
SFLSOP008

State Code
AVG48

TGA Status
Current

DTWD Status
Approved

Current Release Number
1.00

Current Release Date
25/09/2015

View on TGA

State Implementation and Classification

Approved Date

01/02/2016

Field of Education

080501 - Sales

Original Release Date

01/02/2016

Nominal Hours

Description

This unit describes the performance outcomes, skills and knowledge required to communicate effectively with and provide quality service to both internal and external customers. It requires the ability to establish rapport, determine and address customer needs and expectations and respond to complaints. Service provision could be face-to-face, via electronic means or over the telephone.This unit applies to all floristry industry businesses including retail floristry shops, studio or online businesses and those that specialise in corporate or special events. It applies to those frontline service personnel who deal directly with customers on a daily basis and who work with some independence and under limited supervision and guidance from others. This includes retail florists, telephone sales agents, e-business sales personnel, studio florists and floral designers.No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.

Notes

Elements and Performance Criteria

1. Communicate with internal and external customers.

1.1 Communicate with customers in a polite, professional and friendly manner.
1.2 Use appropriate language and tone in both written and spoken communication.
1.3 Use appropriate non-verbal communication.
1.4 Observe and respond to non-verbal communication of customers.
1.5 Show sensitivity to cultural and social diversity.
1.6 Use active listening and questioning to facilitate effective two way communication.
1.7 Select and use medium of communication appropriate for audience and situation.

2. Maintain personal presentation standards.

2.1 Identify appropriate personal presentation in line with organisational policy, customer expectations, work location and activities.
2.2 Practise high standards of personal presentation and hygiene.

3. Identify and meet customer needs

3.1 Establish rapport with customers to promote goodwill and trust.
3.2 Identify customer needs and expectations including customers with special needs.
3.3 Meet all reasonable customer needs and requests promptly.
3.4 Provide relay services to customers and meet special requests.
3.5 Identify and act on opportunities to enhance service quality.

4. Develop a customer relationship.

4.1 Maintain contact with customers until orders are complete.
4.2 Develop rapport, provide empathy and special assistance to customers with special circumstances.
4.3 Promote repeat business through offer of promotional services

5. Respond to customer complaints.

5.1 Recognise customer dissatisfaction and take swift action to avoid escalation to a complaint.
5.2 Respond to customer complaints and seek solutions in consultation with the customer.
5.3 Resolve complaints according to level of individual responsibility and organisational policy.
5.4 Refer complex service issues to relevant staff for action.
5.5 Maintain a positive and cooperative manner at all times.

No information

Replaces

State Code	National Code	Title	Type
D7692	SFLSOP306A	Provide quality service to floristry customers	Unit of competency

State Code	National Code	Title	Type
AWP2	SFL30115	Certificate III in Floristry	Qualification