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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. Identify nature and type of enquiry or complaint.
  2. Research information relevant to enquiry or complaint.
  3. Refer enquiries or complaints.
  4. Communicate with clients and/or their agents to resolve issue.
  5. Satisfy complex client needs.
  6. Update relevant files and records.
  7. Update policy and procedures where required.

Required Skills

Required skills

customer service skills to

establish rapport with clients

gain clients trust

interpret and respond appropriately to clients enquiries and complaints

interpersonal skills to relate to people from diverse backgrounds

language and literacy skills for

communicating clearly and concisely verbally and in writing

completing business documentation

entering information into databases

listening including use of active listening techniques

negotiating

questioning with open and closed questions

recording and reporting accurately

requesting advice

sourcing and using information

problemsolving skills to

assess client enquiry or complaint

finalise an agreed resolution

select appropriate response

Required knowledge

client motivations and expectations

common industry and company service problems and solutions

company policy and procedures for handling and documenting client complaints including client confidentiality provisions

detailed product and service knowledge

legislation regulations codes of practice and industry advisory standards that apply to responding to enquiries and complaints including consumer protection

relevance of client complaints good communication and own role in processing client complaints

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

This unit of competency could be assessed by observing responses to a range of client enquiries and complaints

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

A person who demonstrates competency in this unit must be able to provide evidence of the required skills and knowledge specified in this unit

In particular the person should demonstrate the ability to

handle complaints using knowledge of company procedures

handle difficult clients and situations with diplomacy and tact

identify customer needs through the use of appropriate interpersonal skills

provide solutions or options and resolve issues within appropriate timeframes

record and document issues and resolution according to company requirements

refer complaints to appropriate personnel according to company requirements

Context of and specific resources for assessment

Assessment of essential underpinning knowledge may be conducted in an offsite context It is to comply with relevant regulatory or Australian standards requirements

Resource implications for assessment include access to

assessment documentation forms and record books

company procedures for complaints handling

relevant databases and information sources

suitable work area or a simulated workplace environment that allows for demonstration of handling client complaints

Method of assessment

Assessment methods must

satisfy the endorsed Assessment Guidelines of the Property Services Training Package

include direct observation of tasks in real or simulated work conditions with questioning to confirm the ability to consistently identify and correctly interpret the essential underpinning knowledge required for practical application

reinforce the integration of employability skills with workplace tasks and job roles

confirm that competency is verified and able to be transferred to other circumstances and environments

This unit could be assessed on its own or in combination with other units relevant to the job function

Guidance information for assessment

Reasonable adjustments for people with disabilities must be made to assessment processes where required This could include access to modified equipment and other physical resources and the provision of appropriate assessment support

Assessment processes and techniques should as far as is practical take into account the language literacy and numeracy capacity of the candidate in relation to the competency being assessed


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.

Clients may be internal and external and include:

people with routine or special requests

people from diverse backgrounds

people with varying physical and mental abilities

regular and new customers, including:

business enterprises, including private or public companies

government agencies

members of the public

residents of private households

suppliers and manufacturers.

Company requirements may include:

client confidentiality procedures

client service procedures

code of ethics

company image

dress and presentation requirements

legal and company policy and guidelines

legislative and regulatory requirements relevant to the work or service function, including:

anti-discrimination and equal employment opportunities

codes of conduct

consumer law

environmental law

harassment and other laws specific to local government

OHS

privacy legislation

OHS policies, procedures and programs

policies and procedures outlining work roles, responsibilities and delegations

quality and continuous improvement processes and standards

reporting procedures.

Complaints may range from:

simple client dissatisfaction that can be resolved on the spot

scenarios where external bodies are required as a result of:

formality

severity

source.

Communication may include:

personal visit

presentation

telephone discussions.

Client needs may relate to:

advice or general information

domestic, commercial or industrial interests

hours of operation

making complaints or suggestions

purchasing products and services

specific requests.

Legislative requirements may include:

Australian standards, quality assurance and certification requirements

award and enterprise agreements

industry advisory standards and codes, such as:

building code

dangerous goods code

relevant commonwealth, state and territory legislation and local government regulations that affect company operation, such as:

anti-discrimination and diversity

chemical controls

chemical registers and manifests

consumer protection

dangerous goods Acts and regulations

declared pest (plant and animal) reporting

environmental protection issues

equal employment opportunity

freedom of information

industrial equipment certificates of competency or licences

industrial relations

motor and commercial vehicle transportation

motor licence and endorsement regulations

OHS Acts and regulations

privacy

public health

trade practices

workplace consultative arrangements.

Information may be:

communicated electronically, such as by email

contained in company databases

contained in manufacturer specifications and information

provided verbally

provided in writing, such as product brochures.

Records may include:

audiovisual, such as recordings

computer-based systems

verbal discussions with operators

written forms and reports.

Appropriate personnel may include:

colleagues

staff and employee representatives

supervisors and line managers

suppliers and manufacturers.

Solutions may involve:

additional service provision

changes in service provision

clear explanations

litigations

mediations

no action

payments of compensation

rectifications.

Responses may include:

cancellation of services

client education

general advice

information on products and services available, including features and benefits

planned visits

provision of further information

quotations and pricing estimates

referral to others, including specialist advisors

standard industry disclaimers.

Business documentation may include:

databases

emails

faxes

quotations and pricing estimates

standard letters

statements

tax invoices.