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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. Deal with customer complaints.
   • Recognise customer dissatisfaction and take action to avoid escalation.
   • Follow organisational policies and procedures to respond to customer complaints according to own level of responsibility and seek solutions in consultation with the customer.
   • Refer complex and escalated customer complaints to relevant personnel.
   • Maintain a positive and cooperative manner during all customer interactions.
   • Report on customer complaints following organisational procedures.
2. Process refunds and exchanges.
   • Identify reasons for refunds and exchanges, and offer a replacement or alternative product to maximise sales opportunities.
   • Process refunds and exchanges and record details according to organisational policies and procedures.
3. Deal with difficult customers.
   • Identify difficult or abusive customers and take swift and tactful action to prevent escalation of problem.
   • Identify situations where personal safety of self, customers or team members may be threatened, and seek appropriate assistance.
4. Provide feedback on customer service.
   • Identify consistent and potential customer difficulties and report to relevant personnel for action to prevent future customer dissatisfaction.
   • Offer suggestions and solutions to relevant personnel for improved customer experiences.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

follow organisational policies and procedures to appropriately respond to four customer difficulties that individually or cumulatively involve:

customer complaint

dissatisfied customer

product or service issue

product or service refunds

demonstrate the appropriate steps for responding to two of the following difficult customers:

customers that are unable to be pacified

customer displaying verbal aggression

customer displaying threatening behaviour

drug or alcohol affected customer.

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Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

organisational policies and procedures for:

processing refunds and exchanges

resolving customer complaints

recording customer complaints

dealing with difficult customers:

customers that are unable to be pacified

customer displaying verbal aggression

customer displaying threatening behaviour

drug or alcohol affected customer

escalated customer complaints

techniques for:

identifying customer dissatisfaction

preventing escalation of customer complaints

resolving complaints to maintain brand integrity

communicating with dissatisfied customers

commercial impacts of:

cost of refunds and exchanges

loss to business resulting from customer dissatisfaction

negative word of mouth

value and role of customer feedback in improving service delivery

key aspects of consumer protection laws relevant to the selling of products and services:

organisational responsibilities and rights

customer rights

refunds and exchanges

common causes of customer difficulties.

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