Provide quality service
This unit of competency SISXCCS001 Provide quality service, is part of the core units for the Certificate III in Fitness (SIS30315). It describes the performance outcomes, skills and knowledge required to address needs and expectations of clients and colleagues, promote programs, services and facilities, and respond to conflict and client complaints.
This unit applies to individuals working in a range of customer service roles in the sport, fitness or recreation industries. This includes individuals working in gyms, aquatic centres, community centres or indoor activity centres, as well as to those working as instructors, trainers or guides and volunteers in indoor and outdoor settings.
Elements and Performance criteria include:
1. Address client needs and expectations.
1.1 Recognise and confirm client preferences, needs and expectations.
1.2 Source and provide relevant information about programs, services and facilities to match client requirements.
1.3 Meet all reasonable client needs and requests in a timely and professional manner.
1.4 Encourage clients to ask questions and address these as required.
2. Provide quality service experience.
2.1 Organise, confirm and record appointments for clients to their satisfaction.
2.2 Provide professional and personalised service to ensure a quality experience for clients.
2.3 Anticipate client preferences, needs and expectations throughout the provision of services.
2.4 Confirm client satisfaction in a timely manner and implement appropriate adjustments to service as required.
2.5 Promote repeat business to clients by offering continued service or offers of alternatives.
3. Resolve customer complaints.
3.1 Recognise client dissatisfaction, conflicts or complaints promptly and take action to resolve the issue.
3.2 Respond to client complaints professionally and refer to appropriate personnel as required.
3.3 Discuss unresolved concerns with client and prepare plan of action if appropriate.
To find out more details about this Unit of Competency, go to training.gov.au.
Purchase the training and assessment materials that include:
- Assessor Guide / Benchmarks (34 pages);
- Learners Assessment Workbook (27 pages);
- Supplementary Notes (7 pages);
- Powerpoint Slides (49);
- RPL Kit (Assessor and Participant Guide);
- Third Party Report; and,
- Assessment Matrix.