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Elements and Performance Criteria

1. Examine the nature of the issue
   • Customer issue and associated feelings and opinions are identified
   • Facts relating to the issue are determined using appropriate communication skills
   • Workplace procedures and manufacturer or supplier policy relating to the issue are sourced and interpreted
   • Further information is researched as required to confirm or clarify issue
   • Rights and responsibilities of customer and workplace are determined and communicated to customer
2. Resolve or escalate the issue
   • Implications of the issue for customer and workplace are analysed and determined, and suitable resolution options are identified
   • Options for resolving the issue are explained and negotiated with customer according to workplace policies and procedures
   • Information required to assist customer in evaluating service and product options that best meet customer needs is provided
   • Complaints requiring attention from an external party are actioned by referring to appropriate person according to workplace procedures
   • Where a resolution cannot be negotiated and agreed, issue is escalated to appropriate person
3. Document issue and outcome
   • Record issue, outcome and customer feedback according to workplace procedures
   • Report agreed outcome to appropriate person according to workplace procedures
4. Examine the nature of the issue
   • Customer issue and associated feelings and opinions are identified
   • Facts relating to the issue are determined using appropriate communication skills
   • Workplace procedures and manufacturer or supplier policy relating to the issue are sourced and interpreted
   • Further information is researched as required to confirm or clarify issue
   • Rights and responsibilities of customer and workplace are determined and communicated to customer
5. Resolve or escalate the issue
   • Implications of the issue for customer and workplace are analysed and determined, and suitable resolution options are identified
   • Options for resolving the issue are explained and negotiated with customer according to workplace policies and procedures
   • Information required to assist customer in evaluating service and product options that best meet customer needs is provided
   • Complaints requiring attention from an external party are actioned by referring to appropriate person according to workplace procedures
   • Where a resolution cannot be negotiated and agreed, issue is escalated to appropriate person
6. Document issue and outcome
   • Record issue, outcome and customer feedback according to workplace procedures
   • Report agreed outcome to appropriate person according to workplace procedures

Range Statement

This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below.

Appropriate communication skills must include:

active listening questioning techniques interpreting body language.

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Performance Evidence

Before competency can be determined, individuals must demonstrate that they can perform the following according to the standards defined in this unit’s elements, performance criteria, range of conditions and foundation skills:

manage the complex issues of three different customers in an automotive service and repair environment, including issues involving two of the following:

cost variations

warranty issues

policy matters

additional repair time

disputed work standards

one of the above must involve escalating the issue to appropriate person.

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Knowledge Evidence

Individuals must be able to demonstrate knowledge of:

workplace procedures relating to:

customer service

dealing with dissatisfied customers

complaints handling and recommending appropriate action

escalating issues to appropriate person

reporting and documenting complaints

common complex customer issues, including disputes concerning:

cost

work standards

time taken or expected for repairs

selection of parts

warranties

key legal requirements relating to customer rights as a consumer, and business obligations under Australian Consumer Law (ACL)

negotiation, communication and problem-solving strategies, including:

active listening

questioning techniques

interpreting body language

negotiating or closing a deal

automotive product and service knowledge relevant to workplace manufacturers or suppliers in order to recommend:

alternative products and services

variations in a limited product and service range.

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