Required skills

Required skills include

technical skills to the level required to use workplace technology to manage resolve and record customer issue

communication skills to the level required to listen effectively to a customer complaint negotiate effectively to resolve the issue and communicate effectively with the supervisor and other workers and to relate to people from a range of social cultural and ethnic backgrounds and of varying physical and mental abilities

literacy skills to the level required to identify and understand information related to the issue the enterprise procedures to resolve issues and to prepare a report on the issue and outcome

numeracy skills to the level required to undertake any calculations related to the complex issue management

problemsolving skills to the level required to undertake diagnostic processes that lead to a solution to the complex customer complaint

team skills to the level required to seek advice from others to lead to a solution to the complex customer issues

Required knowledge

Required knowledge includes

negotiation and problemsolving strategies

industry codes of conduct

applicable commonwealth state or territory legislation regulations standards and codes of practice including occupational health and safety OHS personal safety and environment relevant to resolving complex customer complaints

organisational policies and procedures including quality requirements reporting and recording procedures and work organisation and planning processes related to resolving complex customer complaints

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

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

Assessors must be satisfied that the candidate can competently and consistently

observe safety procedures and requirements

communicate effectively with others involved in or affected by the work

select methods and techniques which are appropriate to the circumstances

understand and follow enterprise procedures to resolve customer complaints

use a planned approach to resolve the complaint

determine the facts and implications of the issue for both the customer and the organisation

resolve the customer complaint to the satisfaction of both the customer and the enterprise

document the resolved issue according to workplace procedures

Context of and specific resources for assessment

The application of competency is to be assessed in the workplace or a simulated environment that reflects as far as possible the actual working environment

Assessment is to occur using standard and authorised work practices safety requirements and environmental constraints

Assessment is to comply with relevant regulatory requirements including specified Australian standards

Where applicable reasonable adjustment must be made to work environments and training situations to accommodate ethnicity age gender demographics and disability

The following resources should be made available

details of a range of complex customer complaints

workplace procedures related to customer service

legislation and codes of practice

computer hardware and software calculators and general office equipment

Method of assessment

Assessment must satisfy the endorsed Assessment Guidelines of this Training Package

Assessment methods must confirm consistency and accuracy of performance over time and in a range of workplace relevant contexts together with application of Required Skills and Knowledge

Assessment methods must be by direct observation of tasks and include questioning on Required Skills and Knowledge to ensure its correct interpretation and application

Assessment may be applied under projectrelated conditions real or simulated and require evidence of process

Assessment must confirm a reasonable inference that competency is able not only to be satisfied under the particular circumstance but is able to be transferred to other circumstances

Competence in this unit may be assessed in conjunction with other functional units which together form part of the holistic work role

Guidance information for assessment

Assessment processes and techniques must be culturally sensitive and appropriate to the language and literacy capacity of the candidate and the work being performed

Complex issues

Options for resolution

Workplace procedures

Legislative requirements

OHS requirements

Environmental requirements

Organisational policies and procedures