Elements and Performance Criteria

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Clients may include:
internal or external
participants with routine or special requests
regular and new
people from a range of social, cultural and ethnic backgrounds.
Clients with specific needs may include:
those with a disability
those with special cultural or language needs
overweight or obese
those with challenging behaviour
unaccompanied children or adolescents
parents with young children
pregnant women
older clients.
Organisation policies and procedures may include:
communication protocols
complaint procedures
consumer law
customer-service procedures
equal opportunity
Work Health and Safety
organisational report forms
personal presentation
privacy
promotions
record-keeping procedures
referral of requests and complaints.
Complaints may include:
verbal
written
electronic.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
correctly identify client needs and provides accurate information about the organisation’s services and products
receive and respond to client requests and complaints according to organisation requirements and develop a rapport with clients by using communication strategies in the provision of customer service
display standards of personal presentation that apply to the relevant sector of the sport, fitness and recreation industry or specific organisation
demonstrate a range of interpersonal skills
interact with clients professionally and in a non-discriminatory manner to provide quality customer service and resolve complaints within an appropriate timeframe in accordance with organisation policies and procedures.
Context of and specific resources for assessment
Assessment must ensure:
receiving and responding to multiple client service requests and complaints of different types to demonstrate competency and consistency of performance.

Assessment must also ensure access to:
a range of real or simulated client requests and complaints
organisational policies and procedures for the delivery of customer service and the resolution of complaints
appropriate forms for the documentation of complaints and client service requests.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
observation of interacting with a range of clients, including responding to requests and complaints according to own level of responsibility
oral and or written questioning to assess knowledge of the organisation’s procedures for delivering quality customer service and receiving and processing client complaints
third-party reports from a supervisor detailing appropriate work performed by the individual.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.