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Elements and Performance Criteria

1. Identify nature and type of inquiry or complaint
   • Address client in a courteous and business-like manner in accordance with company requirements
   • Confirm details of inquiry or complaint through suitable communication with client in accordance with company requirements
   • Establish client needs and degree of urgency promptly in accordance with company requirements
   • Record details of inquiry or complaint to ensure accurate records are maintained in accordance with legislative and companyrequirements
   • Identify impact of relevant legislative and company requirements for handling inquiries and complaints
   • Allocate a priority to inquiries or complaints requiring additional research and ensure arrangements are made for follow-up in accordance with company requirements
2. Research information relevant to inquiry or complaint
   • Identify information relevant to client needs from company and industry sources in accordance with company requirements
   • Review records to establish history of service in accordance with company requirements
   • Inspect site where appropriate with client to consider inquiry or confirm existence of problem in accordance with company requirements
   • Assess probability of associated problems from the information available in accordance with company requirements
   • Seek advice from appropriate personnel where necessary on nature of problem and proposed solution in accordance with company requirements
3. Refer inquiries or complaints
   • Identify inquiries or complaints that require referral to other personnel or external bodies in accordance with legislative and company requirements
   • Make referrals to appropriate personnel for follow-up in accordance with individual level of responsibility and company requirements
   • Forward documents and investigation reports to appropriate personnel in accordance with company requirements
   • Follow up with appropriate personnel to gain prompt decisions in accordance with company requirements
4. Communicate with clients and/or their agents to resolve issue
   • Establish need for written, verbal or personal response in accordance with nature of inquiry and company requirements
   • Prepare response to inquiry or complaint in accordance with company requirements
5. Satisfy complex client needs
   • Explain possibilities for meeting client needs in accordance with legislative and company requirements
   • Assist clients to evaluate service/product options to satisfy their needs in accordance with legislative and company requirements
   • Determine and prioritise preferred action in accordance with legislative and company requirements
   • Identify potential areas of difficulty in client service delivery and take appropriate actions in a positive manner in accordance with legislative and company requirements
6. Update relevant files and records
   • Complete business documentation in accordance with company requirements
   • Advise work allocations promptly to relevant staff in accordance with company requirements
   • Collate information on the type and source of inquiries to enable subsequent data analysis in accordance with company requirements
7. Update policy and procedures where required
   • Provide information on the identified problem and solutions to management to assist in updating company policy and procedures in accordance with company requirements
   • Debrief staff on the nature of the problems and solutions implemented to reduce incidence of recurrence in accordance with legislative and company requirements

Required Skills

Refer to Evidence Guide

Evidence Required

Critical aspects of competency

Accurate identification of customer needs through the use of appropriate interpersonal skills

Detailed knowledge of company procedures for handling complaints

Ability to provide solutionsoptions and resolve issue to standards in an appropriate timeframe

Ability to handle difficult clients and situations with diplomacy and tact

Ability to refer complaints to appropriate personnel in accordance with company requirements

Ability to record and document issue and resolution according to company requirements

Knowledge needed to achieve the performance criteria

Knowledge and understanding are essential to apply this unit in the workplace to transfer the skills to other contexts and to deal with unplanned events The knowledge requirements for this unit are listed below

Common industry and company service problems and solutions

Legal and ethical industry and company aspects

Client motivations and expectations

Effective communication techniques may include but are not limited to

active listening

using open andor closed questions

speaking clearly and concisely

using appropriate language and tone of voice

giving clients full attention

maintaining eye contact for facetoface interactions

nonverbal communication eg body language personal presentation for facetoface interactions

clear legible writing

Industry ethics and practice

Relevant government policies and regulations

Detailed productservice knowledge

Importance of client complaints good communication and an individuals role in processing client complaints

Company policy and procedures for handling and documenting client complaints

Specific skills needed to achieve the performance criteria

To achieve the performance criteria some complementary skills are required These relate to the ability to

use communication skills that assist in identifying and meeting client needs including

accurate recording and report writing skills

problemsolving skills to interpret client needs

issue resolution techniques

negotiation skills

use language skills that allow for adequate communication with required people

use literacy skills to the level required to process complaints

use numeracy skills to the level required to interpret client complaints and take required actions

use technology skills to complete business documentation and enter information to databases

relate to people from a range of social cultural and ethnic backgrounds

Other units of competency that could be assessed with this unit

Where practical this unit should be assessed in an integrated fashion with other appropriate units

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

Resources required to assess this unit

Practical assessment will frequently be in the workplace or a suitable similar environment Access to such an environment will be required The candidate and the assessor should have access to the appropriate documentation and resources normally utilised in the workplace This includes access to the following

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

access to relevant databases and information sources

company procedures for complaints handling

assessment documentation forms and record books

Gaining evidence to assess this unit

For valid and reliable assessment of this unit the competency should be demonstrated over a period of time and be observed by the assessor or assessment team working together to conduct the assessment The competency is to be demonstrated in a range of situations that may include customerworkplace interruptions and involvement in related activities normally experienced in the workplace

Assessment requires that the resolution of client complaints meets the objectives of the client company and industry expectations in the particular organisational setting Evidence of competency is best obtained through practical resolution of actual client problems under normal industry operating conditions If this is not practicable observations in realistic simulated environments may be substituted Oral questioning and hypothetical situations may also be used to assess competence

Supplementary evidence may be obtained from relevant written correspondence internal records supervisor reports and client satisfaction surveys Information derived from enterprise policy and practices must be treated as commercialinconfidence

Performance and assessment of this unit must be carried out within the relevant requirements of the legislative and industry framework and as set out in company OHS policies and procedures

Key competency levels

There are a number of processes learnt throughout work and daily life that are required in all jobs They are fundamental processes and generally transferable to other work environments Some of these work processes are covered by the key competencies listed below Information provided to each question highlights how these processes are applied in this unit of competency

The number in brackets indicates the level to which the key competency should be demonstrated

	Perform the process			Perform and administer the process		Perform administer and design the process
How can information be collected analysed and organised				Interpret and analyse client objectivesexpectations against company requirements for issue resolution Develop customised solutions to client needs and deliver that service to standard required
How can communication of ideas and information be applied				Utilise highlevel communication skills when handling complaints Accurately complete records and business documentation
How are activities planned and organised				Organise and track tasks in line with company service standards
How can teamwork be applied				Communicate with colleagues for resolution or referral of issuesproblems
How can the use of mathematical ideas and techniques be applied				Calculate amount of refund or returns
How can problemsolving skills be applied				Develop acceptable solutions and deliver that service to standard and in an appropriate timeframe Identify where client requirements can and cannot be met and to suggest alternatives
How can the use of technology be applied				Store and retrieve client information and communicate via ebusiness communication modes

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Range Statement

The range statement links the required knowledge and organisational and technical requirements to the workplace context. It describes any contextual variables that will be used or encountered when applying the competency in work situations. It allows for different work practices and work and knowledge requirements as well as for differences between organisations and workplaces. The following variables may be present for this particular unit.

Appropriate personnel may include:

colleagues

staff or employee representatives

supervisor/line manager

suppliers/manufacturers.

Business documentation may include:

databases

email

faxes

quotations/pricing estimates

standard letters

statements

tax invoices.

Client needs may relate to:

advice or general information

domestic, commercial or industrial interests

hours of operation

making complaints/suggestions

purchasing products and services

specific requests.

Clients may be external and internal and include:

clients with routine or special requests

people from a range of social, cultural or ethnic backgrounds

people with varying physical and mental abilities

regular and new customers including but not limited to:

business enterprises including private or public companies

government agencies

members of the public

residents of private households

suppliers.

Communication may include:

personal visit

presentation

telephone discussions.

Company requirements may include:

code of ethics

company image

dress/uniform code

legal and company policy/guidelines

legislation relevant to the work or service function

OHS policies, procedures and programs

personnel practices and guidelines outlining work roles, responsibilities and delegations

quality systems, standards and guidelines

staff appearance and presentation.

Complaints may range from a simple client dissatisfaction that can be resolved on the spot to scenarios where external bodies are required and may include:

formality

severity

source.

Information may be:

communicated electronically e.g. by email

contained in company databases

contained in manufacturers' specifications or information

provided verbally

written e.g. product brochures.

Legislative requirements may include:

Australian Standards, quality assurance and certification requirements

award and enterprise agreements

industry advisory standards and codes

relevant Commonwealth/state/territory legislation and local government regulations that affect company operation:

anti-discrimination and diversity

availability of chemical registers/manifests

building codes

chemical controls

chemical registers/manifests

consumer protection

Dangerous Goods Acts, regulations and codes

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(s) transportation

motor licence and endorsement regulations

OHS Acts and regulations

privacy

trade practices

workplace consultative arrangements.

Records may include:

audiovisual e.g. tapes

computer-based systems

verbal discussions with operators

written reports e.g. forms and reports.

Responses may include:

cancellation of service

client education

general advice

information on products/services available including features and benefits

planned visit

provision of further information

quotations/pricing estimates

referral to others including specialist advisors

standard industry disclaimers.

Solutions may involve:

additional service provision

change in service provision

clear explanation

litigation

mediation

no action

payment of compensation

rectification.

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