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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Clarify nature of complaint
   • Details of complaint are established
   • Summary of complaint is documented accurately
   • Initial explanations about process and apologies appropriate to individual customer’s situation are conveyed to customer
2. Identify options to resolve complaint
   • Possible options for resolving complaint are identified according to workplace procedures
   • Solutions outside individual level of responsibility are referred to supervisor
3. Act to resolve complaint
   • Chosen solution is outlined to customer according to workplace procedures
   • Chosen solution is implemented within required timeframe and conditions are negotiated with customer
   • Complaint is referred to supervisor if resolution is not possible or where additional levels of authorisation are required
4. Provide feedback on complaint resolution process
   • Effectiveness of complaint resolution solution is assessed against customer feedback
   • Changes required to improve complaint resolution procedures are identified and passed on to supervisor for consideration according to workplace procedures
   • Workplace documentation is processed according to workplace procedures
5. Clarify nature of complaint
   • Details of complaint are established
   • Summary of complaint is documented accurately
   • Initial explanations about process and apologies appropriate to individual customer’s situation are conveyed to customer
6. Identify options to resolve complaint
   • Possible options for resolving complaint are identified according to workplace procedures
   • Solutions outside individual level of responsibility are referred to supervisor
7. Act to resolve complaint
   • Chosen solution is outlined to customer according to workplace procedures
   • Chosen solution is implemented within required timeframe and conditions are negotiated with customer
   • Complaint is referred to supervisor if resolution is not possible or where additional levels of authorisation are required
8. Provide feedback on complaint resolution process
   • Effectiveness of complaint resolution solution is assessed against customer feedback
   • Changes required to improve complaint resolution procedures are identified and passed on to supervisor for consideration according to workplace procedures
   • Workplace documentation is processed 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.

There is no Range of Conditions for this unit.

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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 and foundation skills:

process and resolve three different customer complaints in an automotive sales and service workplace or simulated environment.

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Knowledge Evidence

Individuals must be able to demonstrate knowledge of:

workplace operations relating to:

workplace products and services

location of departments, sections and contact details

workplace procedures relating to:

customer service

dealing with dissatisfied customers

complaints handling and recommending appropriate action

reporting and registering complaints

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

effective communication techniques and the individual’s role in processing customer complaints, including:

giving customers full attention

greeting and farewelling protocols

speaking clearly and concisely

using appropriate language and non-verbal communication, including:

tone of voice

body language

personal presentation

using clear written information

dealing with people from diverse social, cultural and ethnic backgrounds and with varying physical and mental abilities

basic negotiation and problem-solving techniques, including:

active listening

questioning techniques

interpreting body language

presenting options.

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