SISXCCS005 — Monitor and evaluate customer service

Elements & performance criteria

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:
• monitor the effectiveness and quality of service delivery to sport, fitness, aquatic or recreation clients on two occasions and provide constructive feedback to staff members to improve service delivery
• collect and evaluate client and staff feedback on the provision of two different sport, fitness, aquatic or recreation service offerings
• for each of the two evaluations, produce a report that includes:
• summary of feedback, client service issues and satisfaction trends
• recommendations for future improvements in client service standards, policies and procedures
• identification of staff training needs to improve service provision.

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.

Foundation skills

• 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 diverse customer and staff opinions without altering meaning.
• Numeracy skills to:: interpret fundamental numerical data and complete routine calculations.
• 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 content sourced from training.gov.au — © Commonwealth of Australia, licensed under CC BY 4.0. Auditori is not affiliated with the Department of Employment and Workplace Relations.

Questions about assessing SISXCCS005