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Elements and Performance Criteria

  1. Clarify the nature of complaint
  2. Identify options for complaint resolution
  3. Act to resolve complaint

Required Skills

Required skills

collect organise and understand information related to

technical literacy and interpretive skills to interpret and discern facts related to the customer complaint

basic research and analytical skills to investigate and identify factors which causedcontributed to the complaint

communicate ideas and information

plain English literacy and communication skills in relation to dealing with customers and their complaints

questioning and active listening skills for example when obtaining factual information from excitable customers

plan and organise activities to plan an approach to identify and resolve a complaint

work with others and in a team by involving a designated officer if solution is not possible

use mathematical ideas and techniques when optionssolutions are costed

establish diagnostic processes including basic conflict resolution skills for handling difficult or abusive customers and greetingfarewelling techniques

use workplace technology related to use of business technology to make changes to enterprise procedures

Required knowledge

general knowledge of range of enterprise merchandise and services location of departmentssections and telephone extensions of departmentssections

general operational knowledge of industryworkplace codes of practice in relation to customer service

basic working knowledge of legislation and statutory requirements including consumer law trade practices and fair trading legislation

working knowledge of enterprise policies and procedures in regard to

customer service

dealing with difficult customers

allocated dutiesresponsibilities

working knowledge of enterprise complaints handling procedures

Evidence Required

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

It is essential that competence in this unit signifies ability to transfer competence to changing circumstances and to respond to unusual circumstances in the critical aspects of

accurately clarifying the nature and extent of complaint

identifying options for complaint resolution

resolving complaint to customer satisfaction

contributing to avoidance of further complaints

communicating effectively with others involved in or affected by the work

Context of and specific resources for assessment

Elements of competence contain both knowledge and practical components. Knowledge components may be assessed off the job. Practical components should be assessed on the job or in a simulated work environment covering a range of customer types

The following are required

a workplace or simulated workplace

enterprise or equivalent policy and procedures relating to customer service and complaint handling processes

enterprise or equivalent instructions related to legal implications of customer relations and complaints

a range of customers with complaints real or simulated

a qualified workplace assessor

Method of assessment

This unit may be assessed in conjunction with other units forming part of the job role or function

It is preferable assessment reflects a process rather than an event and occurs over a period of time to cover varying circumstances Evidence of performance may be provided by customers team leadersmembers or other appropriate persons subject to agreed authentication arrangements

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


Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Complaints

Complaints may include:

matters related to personal interaction with customers, incorrect products, faulty products, charging/costing policy, delivery system failures, installation deficiencies and service delays

Customers

Customers may be regular or new and may have routine or special requests. They may include persons from a range of social, cultural or ethnic backgrounds and physical and intellectual abilities. Regardless, customers are made feel welcome, valued and, at end of the process, satisfied. Customer contact may be face to face, by telephone, by electronic means or in writing

Customer service

Customer service may include:

enterprise activities, internal and external customers and follow-up in event of delays in service provision

Customer needs

Customer needs may include:

information regarding products or services available, quality of products or services, complementary products or services, enterprise facilities and services and location of specific items

Staff

Staff may be:

full-time, part-time or casual and vary in terms of staff training, product knowledge and in staffing levels (e.g. staff shortages)

operating in routine or busy trading conditions

Enterprise

Enterprises may vary in size, type and location, in range of merchandise and services provided and in delivery policies

Communication

Communications may be:

verbal, written, by telephone, by electronic or other available means

Record keeping

Accurate records of information are completed and may be stored manually, electronically or by other means

Resources

Resources may include:

enterprise or equivalent policy and procedures relating to customer service and complaint handling processes

enterprise or equivalent instructions related to legal implications of customer relations and complaints

a range of customers with complaints (real or simulated)

Information/documents

Sources of information/documents may include:

enterprise policies and procedures relating to customer service, equipment and product manufacturer/component supplier specifications, enterprise operating procedures, industry/workplace codes of practice, customer requirements