SISXCC002 Coordinate client service activities

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:

develop, evaluate and review practices in at least three of the following client service activities:

quality or delivery of services
quality or delivery of products
hours of operation
equipment provision
facility provision

monitor the delivery and effectiveness of client service systems over three service periods
develop comprehensive policies and procedures for client service standards relating to at least five of the following:

complaint procedures
organisational report forms
quality systems, standards and guidelines
procedures manuals
product or service manuals, labels and instructions
staff appearance and presentation requirements
continuous quality improvement
product quality
response times
staff training for:

customer service
technical skills.

Knowledge Evidence

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

principles of quality customer service
the specific industry sector:

professional service standards for service industry personnel
attitudes and attributes expected by the service industries to work with customers

roles and responsibilities of management, supervisors and operational personnel in providing quality client service
sources of information on current service trends and changes that affect service delivery
methods of implementing quality service provision:

developing, implementing and monitoring customer service policies and procedures
involving staff in the development of client service practices
evaluating staff and customer feedback

methods of monitoring, measuring and evaluating:

customer satisfaction
business performance

objectives, components and comprehensive details of consumer protection laws that relate to client service activities, and the business’ responsibility for:

nominating and charging cancellation fees
providing information on potential price increases
providing refunds
supplying products as described or substituting suitable products when unable

a range of formats for and content of policies and procedures.

Assessment Conditions

Skills must be demonstrated in:

a client service delivery environment. This can be a workplace or simulated environment.

Assessment must ensure use of:

staff, colleagues and/or clients to be involved in the process of providing client service activities; these can be:

staff, colleagues and/or clients in an industry workplace who are assisted by the individual during the assessment process or
individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.

Assessment must ensure access to:

current plain English regulatory documents distributed by government consumer protection regulators
codes of practice and standards issued by industry groups
sources of information on client service needs, complaints and feedback.

Assessment Checklist

Please check off the each box as you complete each section of your assignment:

☐ Student Name and Student ID on cover sheet?

☐ Part A - Case study completed?

☐ Part B – New Client completed?

☐ Part C - Evaluation completed?

Part A - Case Study

Students are to read the case study and answer the following question

Case Study

Part A – Setting up your Gym

You are a personal trainer with 5 year experience. You have now decided to open you own studio gym. Your organisation is very much client base and goal is to provide best possible client services. Answer the following question for your future business

Who is going be your target client?
Which client services activities does your organization provide?
Which policies and procedure will help you to access and interpret the client services required?
Choose three services that your gym will provide and then demonstrate how you mange the service.
Initial development of the service:
Continual development:
Improvement:
Identify all staff requirements and training needs for your gym?
How would you monitor, implementation and evaluate client service system by staff member?
Explain and in cooperate at least 3 need analysis for staff training.
How would you maintain record of training and achieved service level?

PART B – NEW CLIENT

Julie is 28 year old female who is has come to you to lose weight and get fit. Julie weights 85kg, height 140cm. Julie also complain about having LBP occasionally. She used to play tennis when she was in high school. Julie can only train in evening as she works during the day

What of client is Julie?
What services are relevant to Julie?
Would you provide referral service for Julie? To who? And why?
How can Julie help you develop and improve your client services?

PART C – CLIENT FEEDBACK

Peter has been your client for past 3 months now. Peter weights 95 kg. And has border line blood pressure towards the higher end. Client has not reached his goal. You wish to know about his experience at your gym.

How would you review and analyse clients feedback?
Peter has provided his feedback form. Review and analyse his feedback form and elaborate your interpretation?
Would you refer peter to any appropriate personnel? Who ? why?
What actions will you take to improve clients feedback?

Client Feedback form - EXAMPLE

Client Name: Peter Pow

Training Goal: To lose 15 kg weight in 3 months

Trainer Name: Jack Smith

On a scale of 1-10 how would you rate the following?1 – Poor10 – Outstanding

	1 to 10	Comments
Trainers knowledge of health and fitness ?	8
Punctuality and preparation for each session?	10
Skill in teaching proper exercise techniques	7	I cant keep up
Ability to adapt training to your goals and fitness level	6	I can’t keep up
Ease of scheduling	10
Communication/Relationship	7	English is my second language
Enthusiasm and motivational skills	7
Overall quality of personal training sessions	7	OK
How likely are you to recommend our Personal Training to others?	8