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

Assessors must be satisfied that the candidate can competently and consistently:

observe safety procedures and requirements

communicate effectively with others involved in or affected by the work

select methods and techniques which are appropriate to the circumstances

understand and follow enterprise procedures to resolve customer complaints

use a planned approach to resolve the complaint

determine the facts and implications of the issue for both the customer and the organisation

resolve the customer complaint to the satisfaction of both the customer and the enterprise

document the resolved issue according to workplace procedures.

Context of and specific resources for assessment

The application of competency is to be assessed in the workplace or a simulated environment that reflects as far as possible the actual working environment.

Assessment is to occur using standard and authorised work practices, safety requirements and environmental constraints.

Assessment is to comply with relevant regulatory requirements, including specified Australian standards.

Where applicable, reasonable adjustment must be made to work environments and training situations to accommodate ethnicity, age, gender, demographics and disability.

The following resources should be made available:

details of a range of complex customer complaints

workplace procedures related to customer service

legislation and codes of practice

computer hardware and software, calculators and general office equipment.

Method of assessment

Assessment must satisfy the endorsed Assessment Guidelines of this Training Package.

Assessment methods must confirm consistency and accuracy of performance (over time and in a range of workplace relevant contexts) together with application of Required Skills and Knowledge.

Assessment methods must be by direct observation of tasks and include questioning on Required Skills and Knowledge to ensure its correct interpretation and application.

Assessment may be applied under project-related conditions (real or simulated) and require evidence of process.

Assessment must confirm a reasonable inference that competency is able not only to be satisfied under the particular circumstance, but is able to be transferred to other circumstances.

Competence in this unit may be assessed in conjunction with other functional units which together form part of the holistic work role.

Guidance information for assessment

Assessment processes and techniques must be culturally sensitive and appropriate to the language and literacy capacity of the candidate and the work being performed.

Required skills

Required skills include:

technical skills to the level required to use workplace technology to manage, resolve and record customer issue

communication skills to the level required to listen effectively to a customer complaint, negotiate effectively to resolve the issue and communicate effectively with the supervisor and other workers, and to relate to people from a range of social, cultural and ethnic backgrounds, and of varying physical and mental abilities

literacy skills to the level required to identify and understand information related to the issue, the enterprise procedures to resolve issues, and to prepare a report on the issue and outcome

numeracy skills to the level required to undertake any calculations related to the complex issue management

problem-solving skills to the level required to undertake diagnostic processes that lead to a solution to the complex customer complaint

team skills to the level required to seek advice from others to lead to a solution to the complex customer issues

Required knowledge

Required knowledge includes:

negotiation and problem-solving strategies

industry codes of conduct

applicable commonwealth, state or territory legislation, regulations, standards and codes of practice, including occupational health and safety (OHS), personal safety and environment, relevant to resolving complex customer complaints

organisational policies and procedures, including quality requirements, reporting and recording procedures, and work organisation and planning processes, related to resolving complex customer complaints

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. 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.

Complex issues

Complex issues may include:

cost issues

warranty issues

policy matters

commercial decisions taken

code of practice adherence

work standards

time taken or time expected to repair

selection of parts

Options for resolution

Options for resolution may include:

rework

reduced fee for work completed/agreed

additional services for free/reduced fee

referrals to other suppliers

Workplace procedures

Workplace procedures may include:

customers issue resolution process and procedures

industry and workplace codes of practice

product manufacturer and component supplier specifications

industry and workplace codes of practice

Legislative requirements

Legislative requirements are to be in accordance with applicable commonwealth, state or territory legislation, regulations, certification requirements and codes of practice, and may include:

award and enterprise agreements

industrial relations

Australian standards

Australian Design Rules

confidentiality and privacy

OHS

the environment

equal opportunity

anti-discrimination

duty of care

OHS requirements

OHS requirements are to be in accordance with applicable commonwealth, state or territory legislation and regulations, and organisational safety policies and procedures, and may include:

personal protective equipment and clothing

safety equipment

first aid equipment

hazard and risk control

elimination of hazardous materials and substances

manual handling, including shifting, lifting and carrying

emergency procedures

road rules

safe driving policy

Environmental requirements

Environmental requirements may include:

waste management

noise

dust

clean-up management

Organisational policies and procedures

Organisational policies and procedures may include:

quality policies and procedures, including Australian standards

OHS, sustainability, environment, equal opportunity and anti-discrimination

manufacturer specifications and industry codes of practice

safe work procedures

reporting and recording procedures