Assessor Resource

BSBCMM301A
Process customer complaints

Assessment tool

Version 1.0
Issue Date: April 2024


This unit applies to individuals who are skilled operators and apply a broad range of competencies in various customer service contexts. They may exercise discretion and judgement using appropriate knowledge of products, customer service systems and organisational policies to provide technical advice and support to a team.

This unit describes the performance outcomes, skills and knowledge required to handle formal and informal negative feedback and complaints from customers.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

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

Evidence of the following is essential:

applying judgement in the application of industry and/or organisational procedures

working with customer complaints

knowledge of organisational procedures and standards for processing complaints.

Context of and specific resources for assessment

Assessment must ensure:

access to an actual workplace or simulated environment

access to office equipment and resources

examples of customer complaints

examples of documents relating to customer complaints policies and procedures.

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:

direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate

analysis of responses to case studies and scenarios

demonstration of techniques

observation of presentations

oral or written questioning to assess knowledge of individual's role in processing customer complaints

review of documentation outlining necessary reports relating to customer complaints

review of complaints/disputes register.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

customer service units

other general administration units.

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

analytical skills to identify trends and positions of products and services

communication skills to interpret customer complaints, and to monitor and advise on customer service strategies and resolutions

culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities

literacy skills to read and understand a variety of texts; to prepare general information and papers according to target audience; and to edit and proofread texts to ensure clarity of meaning and accuracy of grammar and punctuation

problem-solving skills to deal with customer enquiries or complaints, to apply organisational procedures to a range of situations and to exercise judgement in this application.

Required knowledge

key provisions of relevant legislation from all forms of government that may affect aspects of business operations, such as:

anti-discrimination legislation

ethical principles

codes of practice

privacy laws

occupational health and safety (OHS)

importance of good communication skills and the individual's role in processing customer complaints

organisational procedures and standards for processing complaints and recommending appropriate action.

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.

Customers may include:

customers with routine or specific requests

internal or external customers

people from a range of social, cultural or ethnic backgrounds

people who may be unwell, drug affected or emotionally distressed

people with varying physical and mental abilities

regular and new customers

Complaints may include:

different types of severity, formality and sources

scenarios where external bodies such as police are required

straightforward customer dissatisfaction

level of documentation required

Effective communication may include:

giving customers full attention

maintaining eye contact (for face-to-face interactions), except where eye contact may be culturally inappropriate

speaking clearly and concisely

using appropriate language and tone of voice

using clear written information/communication

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

Documenting reports relating to customer complaints may include:

completed forms and written reports

using audio-visual tapes

using computer-based systems

Referrals may include:

external bodies e.g. Ombudsman, Independent Commission Against Corruption (ICAC), police

relevant superiors in the organisational hierarchy

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
Process customer complaints using effective communication in accordance with organisational procedures established under organisational policies, legislation or codes of practice 
Obtain, document and review necessary reports relating to customer complaints 
Make decisions about customer complaints, taking into account applicable legislation, organisational policies and codes 
Negotiate resolution of the complaint and obtain agreement where possible 
Maintain a register of complaints/disputes 
Inform customer of the outcome of the investigation 
Identify complaints that require referral to other personnel or external bodies 
Make referrals to appropriate personnel for follow-up in accordance with individual level of responsibility 
Forward all documents and investigation reports 
Follow-up appropriate personnel to gain prompt decisions 
Identify implications of issues for customer and organisation 
Analyse, explain and negotiate appropriate options for resolution with customer 
Propose viable options in accordance with appropriate legislative requirements and enterprise policies 
Ensure matters for which a solution cannot be negotiated are referred to appropriate personnel 

Forms

Assessment Cover Sheet

BSBCMM301A - 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

BSBCMM301A - 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: