Assessor Resource

CPPCMN3004A
Respond to enquiries and complaints

Assessment tool

Version 1.0
Issue Date: May 2024


The unit may be expected to apply to a worker who has significant contact with external clients. The worker could provide information on routine, well-defined services or products to clients, or deal with enquiries or complaints of a more complex nature.

This unit of competency supports employees without managerial or supervisory responsibilities. Performance would usually be carried out under routine supervision, within company guidelines.

This unit of competency specifies the outcomes required to respond effectively to client enquiries and complaints regarding company services. The worker needs to handle formal or informal enquiries, as well as negative feedback and complaints from clients, about products and services.

The unit requires the worker to accept responsibility for processing client enquiries or complaints and communicating with clients to resolve issues. It also requires the worker to have research ability and administrative skills in order to satisfy complex client needs, and to be familiar with products and services that may vary widely.

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)

Prerequisites

Nil

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

This unit of competency could be assessed by observing responses to a range of client enquiries and complaints.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

A person who demonstrates competency in this unit must be able to provide evidence of the required skills and knowledge specified in this unit.

In particular the person should demonstrate the ability to:

handle complaints using knowledge of company procedures

handle difficult clients and situations with diplomacy and tact

identify customer needs through the use of appropriate interpersonal skills

provide solutions or options and resolve issues within appropriate timeframes

record and document issues and resolution according to company requirements

refer complaints to appropriate personnel according to company requirements.

Context of and specific resources for assessment

Assessment of essential underpinning knowledge may be conducted in an off-site context. It is to comply with relevant regulatory or Australian standards' requirements.

Resource implications for assessment include access to:

assessment documentation forms and record books

company procedures for complaints handling

relevant databases and information sources

suitable work area, or a simulated workplace environment, that allows for demonstration of handling client complaints.

Method of assessment

Assessment methods must:

satisfy the endorsed Assessment Guidelines of the Property Services Training Package

include direct observation of tasks in real or simulated work conditions, with questioning to confirm the ability to consistently identify and correctly interpret the essential underpinning knowledge required for practical application

reinforce the integration of employability skills with workplace tasks and job roles

confirm that competency is verified and able to be transferred to other circumstances and environments.

This unit could be assessed on its own or in combination with other units relevant to the job function.

Guidance information for assessment

Reasonable adjustments for people with disabilities must be made to assessment processes where required. This could include access to modified equipment and other physical resources, and the provision of appropriate assessment support.

Assessment processes and techniques should as far as is practical take into account the language, literacy and numeracy capacity of the candidate in relation to the competency being assessed.

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

customer service skills to:

establish rapport with clients

gain clients' trust

interpret and respond appropriately to clients enquiries and complaints

interpersonal skills to relate to people from diverse backgrounds

language and literacy skills for:

communicating clearly and concisely verbally and in writing

completing business documentation

entering information into databases

listening, including use of active listening techniques

negotiating

questioning with open and closed questions

recording and reporting accurately

requesting advice

sourcing and using information

problem-solving skills to:

assess client enquiry or complaint

finalise an agreed resolution

select appropriate response

Required knowledge

client motivations and expectations

common industry and company service problems and solutions

company policy and procedures for handling and documenting client complaints, including client confidentiality provisions

detailed product and service knowledge

legislation, regulations, codes of practice and industry advisory standards that apply to responding to enquiries and complaints, including consumer protection

relevance of client complaints, good communication and own role in processing client 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. 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.

Clients may be internal and external and include:

people with routine or special requests

people from diverse backgrounds

people with varying physical and mental abilities

regular and new customers, including:

business enterprises, including private or public companies

government agencies

members of the public

residents of private households

suppliers and manufacturers.

Company requirements may include:

client confidentiality procedures

client service procedures

code of ethics

company image

dress and presentation requirements

legal and company policy and guidelines

legislative and regulatory requirements relevant to the work or service function, including:

anti-discrimination and equal employment opportunities

codes of conduct

consumer law

environmental law

harassment and other laws specific to local government

OHS

privacy legislation

OHS policies, procedures and programs

policies and procedures outlining work roles, responsibilities and delegations

quality and continuous improvement processes and standards

reporting procedures.

Complaints may range from:

simple client dissatisfaction that can be resolved on the spot

scenarios where external bodies are required as a result of:

formality

severity

source.

Communication may include:

personal visit

presentation

telephone discussions.

Client needs may relate to:

advice or general information

domestic, commercial or industrial interests

hours of operation

making complaints or suggestions

purchasing products and services

specific requests.

Legislative requirements may include:

Australian standards, quality assurance and certification requirements

award and enterprise agreements

industry advisory standards and codes, such as:

building code

dangerous goods code

relevant commonwealth, state and territory legislation and local government regulations that affect company operation, such as:

anti-discrimination and diversity

chemical controls

chemical registers and manifests

consumer protection

dangerous goods Acts and regulations

declared pest (plant and animal) reporting

environmental protection issues

equal employment opportunity

freedom of information

industrial equipment certificates of competency or licences

industrial relations

motor and commercial vehicle transportation

motor licence and endorsement regulations

OHS Acts and regulations

privacy

public health

trade practices

workplace consultative arrangements.

Information may be:

communicated electronically, such as by email

contained in company databases

contained in manufacturer specifications and information

provided verbally

provided in writing, such as product brochures.

Records may include:

audiovisual, such as recordings

computer-based systems

verbal discussions with operators

written forms and reports.

Appropriate personnel may include:

colleagues

staff and employee representatives

supervisors and line managers

suppliers and manufacturers.

Solutions may involve:

additional service provision

changes in service provision

clear explanations

litigations

mediations

no action

payments of compensation

rectifications.

Responses may include:

cancellation of services

client education

general advice

information on products and services available, including features and benefits

planned visits

provision of further information

quotations and pricing estimates

referral to others, including specialist advisors

standard industry disclaimers.

Business documentation may include:

databases

emails

faxes

quotations and pricing estimates

standard letters

statements

tax invoices.

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
Client is addressed in a courteous and business-like manner according to company requirements. 
Details of enquiry or complaint are confirmed through suitable communication with client according to company requirements. 
Client needs and degree of urgency are established promptly according to company requirements. 
Details of enquiry or complaint are recorded to ensure accurate records are maintained according to company and legislativerequirements. 
Impact of relevant legislative and company requirements for handling enquiries and complaints is identified. 
Arrangements and follow-up are made for enquiries or complaints requiring additional research, according to company requirements. 
Information relevant to client needs is identified from company and industry sources according to company requirements. 
Records are reviewed to establish history of service according to company requirements. 
Site is inspected, where appropriate with client, to consider enquiry or confirm existence of problem according to company requirements. 
Probability of associated problems is assessed using available information according to company requirements. 
Advice is sought from appropriate personnel where necessary on nature of problem and proposed solution according to company requirements. 
Enquiries or complaints that require referral to other personnel or external bodies are identified according to legislative and company requirements. 
Referrals to appropriate personnel are made for follow-up according to individual level of responsibility and company requirements. 
Documents and investigation reports are forwarded to appropriate personnel according to company requirements. 
Follow-up is made with appropriate personnel to gain prompt decisions according to company requirements. 
Need for written, verbal or personal response is established according to nature of enquiry and company requirements. 
Response to enquiry or complaint is prepared and communicated according to company requirements. 
Possibilities for meeting client needs are explained to client according to legislative and company requirements. 
Clients are assisted to evaluate product and service options to satisfy their needs according to legislative and company requirements. 
Preferred action is determined and prioritised according to legislative and company requirements. 
Potential difficulties in client service delivery are identified and appropriate action is taken according to legislative and company requirements. 
Business documentation is completed according to company requirements. 
Relevant staff members are promptly advised of work allocations according to company requirements. 
Information on type and source of enquiries is collated to enable subsequent data analysis according to company requirements. 
Information on identified problem and solution is provided to management to assist in updating company policy and procedures according to company requirements. 
Staff members are debriefed on the nature of problems and implemented solutions to reduce incidence of recurrence according to legislative and company requirements. 

Forms

Assessment Cover Sheet

CPPCMN3004A - Respond to enquiries and 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

CPPCMN3004A - Respond to enquiries and 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: