Assessor Resource

AHCMER301A
Process customer complaints

Assessment tool

Version 1.0
Issue Date: May 2024


This unit requires the ability to identify the customer's need(s) and to process the complaint to standard and in an appropriate time frame, or to recommend appropriate action(s) arising from the complaint.

This unit covers the process of handling negative feedback/complaints from customers, whether formal or informal and defines the standard required to: apply organisational and/or industry procedures for customer complaints; investigate the details of and background to the complaint and refer to other parties if required; negotiate an outcome with the customer if appropriate; process the complaint according to enterprise policy; recommend appropriate action arising from the complaint.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Employability Skills

This unit contains employability skills.



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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

The evidence required to demonstrate competency in this unit must be relevant to workplace operations and satisfy holistically all of the requirements of the performance criteria and required skills and knowledge and include achievement of the following:

apply organisational and/or industry procedures for customer complaints

investigate the details of and background to the complaint and refer to other parties if required

negotiate an outcome with the customer if appropriate

process the complaint according to enterprise policy

recommend appropriate action arising from the complaint.

Context of and specific resources for assessment

Competency requires the application of work practices under work conditions. Selection and use of resources for some worksites may differ due to the regional or enterprise circumstances.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

the ability to apply organisational and/or industry procedures to a range of situations, and to exercise judgement in this application, along with an ability to facilitate other people to undertake appropriate customer service

active listening

using open and/or closed questions

speaking clearly and concisely

using appropriate language and tone of voice

giving customers full attention

maintaining eye-contact (for face-to-face interactions)

non-verbal communication, e.g. body language, personal presentation (for face-to-face interactions)

negotiation techniques

clear, legible writing/language skills which allow for adequate communication with required people

literacy skills to the level required to process complaints

numeracy skills to the level required to interpret the customer complaints and take required actions.

Required knowledge

State/Territory/Commonwealth legislation, regulations, industry codes of practice, standards and guidelines

organisational policy and procedures for dealing with complaints

the importance of customer complaints

the importance of good communication

the individual's role in processing customer complaints.

The range statement relates to the unit of competency as a whole.

Types of complaints may include:

simple customer dissatisfaction that can be resolved on the spot, to scenarios where external bodies such as police are required.

Examples of complaints may include:

product quality or misunderstanding of its purpose, service dissatisfaction, price or quantity errors, delivery issues, manufacturers warranty or service.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Complaints are processed in accordance with organisational policies and procedures established under legislation, regulations or codes of practice. 
Necessary reports relating to the complaints are obtained, documented and reviewed. 
Decisions are made, taking into account applicable law, company policies and codes. 
Resolution of the complaint is negotiated and agreed where possible. 
A register of complaints/disputes is maintained. 
Customer is informed of outcome of investigation. 
Complaints that require referral to other personnel or external bodies are identified. 
Referrals are made to appropriate personnel for follow up in accordance with individual level of responsibility. 
All documents and investigation reports are forwarded. 
Appropriate personnel are followed up to gain prompt decisions. 

Forms

Assessment Cover Sheet

AHCMER301A - Process customer complaints
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

AHCMER301A - Process customer complaints

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: