Critical aspects of competency

Accurate identification of customer needs through the use of appropriate interpersonal skills.

Detailed knowledge of company procedures for handling complaints.

Ability to provide solutions/options and resolve issue to standards in an appropriate timeframe.

Ability to handle difficult clients and situations with diplomacy and tact.

Ability to refer complaints to appropriate personnel in accordance with company requirements.

Ability to record and document issue and resolution according to company requirements.

Knowledge needed to achieve the performance criteria

Knowledge and understanding are essential to apply this unit in the workplace, to transfer the skills to other contexts and to deal with unplanned events. The knowledge requirements for this unit are listed below.

Common industry and company service problems and solutions.

Legal and ethical industry and company aspects.

Client motivations and expectations.

Effective communication techniques may include but are not limited to:

active listening

using open and/or closed questions

speaking clearly and concisely

using appropriate language and tone of voice

giving clients full attention

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

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

clear, legible writing

Industry ethics and practice.

Relevant government policies and regulations.

Detailed product/service knowledge.

Importance of client complaints, good communication and an individual's role in processing client complaints.

Company policy and procedures for handling and documenting client complaints.

Specific skills needed to achieve the performance criteria

To achieve the performance criteria, some complementary skills are required. These relate to the ability to:

use communication skills that assist in identifying and meeting client needs including:

accurate recording and report writing skills

problem-solving skills to interpret client needs

issue resolution techniques

negotiation skills

use language skills that allow for adequate communication with required people

use literacy skills to the level required to process complaints

use numeracy skills to the level required to interpret client complaints and take required actions

use technology skills to complete business documentation and enter information to databases

relate to people from a range of social, cultural and ethnic backgrounds.

Other units of competency that could be assessed with this unit

Where practical, this unit should be assessed in an integrated fashion with other appropriate units.

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

Resources required to assess this unit

Practical assessment will frequently be in the workplace or a suitable similar environment. Access to such an environment will be required. The candidate and the assessor should have access to the appropriate documentation and resources normally utilised in the workplace. This includes access to the following:

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

access to relevant databases and information sources

company procedures for complaints handling

assessment documentation forms and record books.

Gaining evidence to assess this unit

For valid and reliable assessment of this unit, the competency should be demonstrated over a period of time and be observed by the assessor (or assessment team working together to conduct the assessment). The competency is to be demonstrated in a range of situations that may include customer/workplace interruptions and involvement in related activities normally experienced in the workplace.

Assessment requires that the resolution of client complaints meets the objectives of the client, company and industry expectations in the particular organisational setting. Evidence of competency is best obtained through practical resolution of actual client problems under normal industry operating conditions. If this is not practicable observations in realistic simulated environments may be substituted. Oral questioning and hypothetical situations may also be used to assess competence.

Supplementary evidence may be obtained from relevant written correspondence, internal records, supervisor reports and client satisfaction surveys. Information derived from enterprise policy and practices must be treated as commercial-in-confidence.

Performance and assessment of this unit must be carried out within the relevant requirements of the legislative and industry framework and as set out in company OHS policies and procedures.

Key competency levels

There are a number of processes learnt throughout work and daily life that are required in all jobs. They are fundamental processes and generally transferable to other work environments. Some of these work processes are covered by the key competencies listed below. Information provided to each question highlights how these processes are applied in this unit of competency.

The number in brackets indicates the level to which the key competency should be demonstrated.

Refer to Evidence Guide

The range statement links the required knowledge and organisational and technical requirements to the workplace context. It describes any contextual variables that will be used or encountered when applying the competency in work situations. It allows for different work practices and work and knowledge requirements as well as for differences between organisations and workplaces. The following variables may be present for this particular unit.

Appropriate personnel may include:

colleagues

staff or employee representatives

supervisor/line manager

suppliers/manufacturers.

Business documentation may include:

databases

email

faxes

quotations/pricing estimates

standard letters

statements

tax invoices.

Client needs may relate to:

advice or general information

domestic, commercial or industrial interests

hours of operation

making complaints/suggestions

purchasing products and services

specific requests.

Clients may be external and internal and include:

clients with routine or special requests

people from a range of social, cultural or ethnic backgrounds

people with varying physical and mental abilities

regular and new customers including but not limited to:

business enterprises including private or public companies

government agencies

members of the public

residents of private households

suppliers.

Communication may include:

personal visit

presentation

telephone discussions.

Company requirements may include:

code of ethics

company image

dress/uniform code

legal and company policy/guidelines

legislation relevant to the work or service function

OHS policies, procedures and programs

personnel practices and guidelines outlining work roles, responsibilities and delegations

quality systems, standards and guidelines

staff appearance and presentation.

Complaints may range from a simple client dissatisfaction that can be resolved on the spot to scenarios where external bodies are required and may include:

formality

severity

source.

Information may be:

communicated electronically e.g. by email

contained in company databases

contained in manufacturers' specifications or information

provided verbally

written e.g. product brochures.

Legislative requirements may include:

Australian Standards, quality assurance and certification requirements

award and enterprise agreements

industry advisory standards and codes

relevant Commonwealth/state/territory legislation and local government regulations that affect company operation:

anti-discrimination and diversity

availability of chemical registers/manifests

building codes

chemical controls

chemical registers/manifests

consumer protection

Dangerous Goods Acts, regulations and codes

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(s) transportation

motor licence and endorsement regulations

OHS Acts and regulations

privacy

trade practices

workplace consultative arrangements.

Records may include:

audiovisual e.g. tapes

computer-based systems

verbal discussions with operators

written reports e.g. forms and reports.

Responses may include:

cancellation of service

client education

general advice

information on products/services available including features and benefits

planned visit

provision of further information

quotations/pricing estimates

referral to others including specialist advisors

standard industry disclaimers.

Solutions may involve:

additional service provision

change in service provision

clear explanation

litigation

mediation

no action

payment of compensation

rectification.

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