Required skills

analytical skills to identify trends and positions of products and services

communication skills to interpret customer complaints and to monitor and advise on customer service strategies and resolutions

culturally appropriate communication skills to relate to people from diverse backgrounds and people with diverse abilities

literacy skills to read and understand a variety of texts to prepare general information and papers according to target audience and to edit and proofread texts to ensure clarity of meaning and accuracy of grammar and punctuation

problemsolving skills to deal with customer enquiries or complaints to apply organisational procedures to a range of situations and to exercise judgement in this application

Required knowledge

key provisions of relevant legislation from all forms of government that may affect aspects of business operations such as

antidiscrimination legislation

ethical principles

codes of practice

privacy laws

occupational health and safety OHS

importance of good communication skills and the individuals role in processing customer complaints

organisational procedures and standards for processing complaints and recommending appropriate action

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

Evidence of the following is essential

applying judgement in the application of industry andor organisational procedures

working with customer complaints

knowledge of organisational procedures and standards for processing complaints

Context of and specific resources for assessment

Assessment must ensure

access to an actual workplace or simulated environment

access to office equipment and resources

examples of customer complaints

examples of documents relating to customer complaints policies and procedures

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

direct questioning combined with review of portfolios of evidence and third party workplace reports of onthejob performance by the candidate

analysis of responses to case studies and scenarios

demonstration of techniques

observation of presentations

oral or written questioning to assess knowledge of individuals role in processing customer complaints

review of documentation outlining necessary reports relating to customer complaints

review of complaintsdisputes register

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector workplace and job role is recommended for example

customer service units

other general administration units

Customers may include:

Complaints may include:

Effective communication may include:

Documenting reports relating to customer complaints may include:

Referrals may include: