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Elements and Performance Criteria

1. Examine the nature of the issue
   • All facts relating to the issue are ascertained
   • Customer feelings and opinions are understood through effective communication
   • Enterprise and/or supplier policies relating to the issue are determined
2. Exercise judgement to resolve the issue
   • Implications of the issue for the customer and organisation are identified
   • Options for resolution are analysed and negotiated with the customer
   • Proposed options are in accordance with legislative requirements and enterprise policies
   • Matters for which a solution cannot be negotiated are referred to management
3. Document issue and outcome
   • Outcome of the issue is reported to management
   • Issue and outcome is incorporated into customer feedback system

Required Skills

Evidence Required

The Evidence Guide identifies critical aspects knowledge and skills to be demonstrated to confirm competence for this unit This is an integral part of the assessment of competence and should be read in conjunction with the Range Statement
Critical aspects of evidence	It is essential that competence is fully observed and there is ability to transfer competence to changing circumstances and to respond to unusual situations in the critical aspects of examining the cause of the complaint acting within limits of authority to resolve the complaint and documenting the issue and outcome
Underpinning knowledge	OHampS legislation Industry and legislative requirements Enterprise standards and procedures
Specific key competencies underpinning and employability skills required to achieve the performance criteria	These include a number of processes learned throughout work and life which are required in most jobs Some of these are covered by the national key competencies although others may be added The details below highlight how these competencies are applied in the attainment of this unit Application of the key competencies in this unit are to satisfy the nominated level in which Level relates to working effectively within set conditions and processes Level relates to management or facilitation of conditions or processes and Level relates to design development and evaluation of conditions or process How will the candidate apply the following key competency in this unit The candidate will need to
Collect analyse and organise information	Collect analyse and organise information related to collating and analysing customer complaints Level
Communicate ideas and information	Communicate ideas and information ensuring staff are advised of enterprise policies and procedures and to refer unsolved complaints to management Level

Plan and organise activities	Plan and organise activities as preferred methodologies are developed to negotiate solutions Level
Work with others and in a team	Work with others and in a team by seeking team member advice and support Level
Use mathematical ideas and techniques	Use mathematical ideas and techniques to ensure accurate documents are kept including total cost of complaints Level
Solve problems	Establish diagnostic processes ensuring customer complaints are analysed and solutions negotiated Level
Use technology	Use workplace technology related to documenting customer complaints and data Level
Context of assessment	Underpinning knowledge and skills may be assessed on or off the job The assessment of practical skills must take place only after a period of supervised practice and repetitive experience If workplace conditions are not available assessment in simulated workplace conditions is acceptable The prescribed outcome must be able to be achieved without direct supervision
Method of assessment	Practical assessments identify customer position feelings and opinions relating to an issue recommend and justify a proposed solution to selected issues obtain internal and customer agreement to a proposed solution incorporate issues and outcomes into the customer feedback system

Specific resource requirements for this unit	The following should be made available a workplace or simulated workplace documentation such as enterprise policy and procedure manuals relating to customer service enterprise telephone directory legislation and codes of practice a range of customers with different requirements real or simulated a communication system or a range of communication equipment a real or simulated

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Range Statement

The Range Statement provides advice to interpret the scope and context of this unit of competence, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment. The following variables may be present for this particular unit:
Unit scope	Methods include: communications documenting information

Unit scope (continued)	Issues involving action at this level may be: warranty issues policy matters commercial decisions taken codes of practice Industry/legislative/enterprise requirements for resolution may include: consumer affairs legislation Trade Practices Act anti-discrimination legislation Options for resolution may include: rework reduced fee for work completed/agreed additional services for free/reduced fee referrals to other suppliers
Unit context	This unit of competence applies to the following and should be contextualised to the qualification to which it is being applied: RS&R
Information	Enterprise operating procedures Product manufacturer/component supplier specifications Customer requirements Industry/workplace codes of practice
Safety (OH&S)	State/Territory OH&S legislation Award provisions

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