Elements and Performance Criteria
- 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
- 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
- Document issue and outcome
- 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
- 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
- Document issue and outcome