Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

AURAMA005 Mapping and Delivery Guide
Manage complex customer issues in an automotive workplace

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency AURAMA005 - Manage complex customer issues in an automotive workplace
Description
Employability Skills
Learning Outcomes and Application This unit describes the performance outcomes required to resolve complex customer issues and complaints. Complex customer issues include those caused by cost variations, warranty issues, policy matters, additional repair time and disputed work standards. The unit involves examining the exact nature of a customer issue, communicating effectively, making informed judgements, negotiating an outcome or referring the issue to an appropriate person, and documenting outcomes for continuous improvement.It applies to those working in the automotive sales and service industry.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

Assessors must satisfy NVR/AQTF assessor requirements.

Competency is to be assessed in the workplace or a simulated environment that accurately reflects performance in a real workplace setting.

Assessment must include direct observation of tasks.

Where assessment of competency includes third-party evidence, individuals must provide evidence that links them to having managed complex customer issues in an automotive workplace, e.g. complaint resolution report.

Assessors must verify performance evidence through questioning on skills and knowledge to ensure correct interpretation and application.

The following resources must be made available:

automotive repair workplace or simulated workplace

workplace procedures relating to customer service and workplace legal obligations

three different customers with the complex issues specified in the performance evidence

workplace and manufacturer or supplier product or service information.
Prerequisites/co-requisites
Competency Field Common
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Examine the nature of the issue
  • Customer issue and associated feelings and opinions are identified
  • Facts relating to the issue are determined using appropriate communication skills
  • Workplace procedures and manufacturer or supplier policy relating to the issue are sourced and interpreted
  • Further information is researched as required to confirm or clarify issue
  • Rights and responsibilities of customer and workplace are determined and communicated to customer
       
Element: Resolve or escalate the issue
  • Implications of the issue for customer and workplace are analysed and determined, and suitable resolution options are identified
  • Options for resolving the issue are explained and negotiated with customer according to workplace policies and procedures
  • Information required to assist customer in evaluating service and product options that best meet customer needs is provided
  • Complaints requiring attention from an external party are actioned by referring to appropriate person according to workplace procedures
  • Where a resolution cannot be negotiated and agreed, issue is escalated to appropriate person
       
Element: Document issue and outcome
  • Record issue, outcome and customer feedback according to workplace procedures
  • Report agreed outcome to appropriate person according to workplace procedures
       
Element: Examine the nature of the issue
  • Customer issue and associated feelings and opinions are identified
  • Facts relating to the issue are determined using appropriate communication skills
  • Workplace procedures and manufacturer or supplier policy relating to the issue are sourced and interpreted
  • Further information is researched as required to confirm or clarify issue
  • Rights and responsibilities of customer and workplace are determined and communicated to customer
       
Element: Resolve or escalate the issue
  • Implications of the issue for customer and workplace are analysed and determined, and suitable resolution options are identified
  • Options for resolving the issue are explained and negotiated with customer according to workplace policies and procedures
  • Information required to assist customer in evaluating service and product options that best meet customer needs is provided
  • Complaints requiring attention from an external party are actioned by referring to appropriate person according to workplace procedures
  • Where a resolution cannot be negotiated and agreed, issue is escalated to appropriate person
       
Element: Document issue and outcome
  • Record issue, outcome and customer feedback according to workplace procedures
  • Report agreed outcome to appropriate person according to workplace procedures
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

Elements

Elements describe the essential outcomes.

Performance Criteria

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold and italicised text is used, further information is detailed in the range of conditions section.

1. Examine the nature of the issue

1.1 Customer issue and associated feelings and opinions are identified

1.2 Facts relating to the issue are determined using appropriate communication skills

1.3 Workplace procedures and manufacturer or supplier policy relating to the issue are sourced and interpreted

1.4 Further information is researched as required to confirm or clarify issue

1.5 Rights and responsibilities of customer and workplace are determined and communicated to customer

2. Resolve or escalate the issue

2.1 Implications of the issue for customer and workplace are analysed and determined, and suitable resolution options are identified

2.2 Options for resolving the issue are explained and negotiated with customer according to workplace policies and procedures

2.3 Information required to assist customer in evaluating service and product options that best meet customer needs is provided

2.4 Complaints requiring attention from an external party are actioned by referring to appropriate person according to workplace procedures

2.5 Where a resolution cannot be negotiated and agreed, issue is escalated to appropriate person

3. Document issue and outcome

3.1 Record issue, outcome and customer feedback according to workplace procedures

3.2 Report agreed outcome to appropriate person according to workplace procedures

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, range of conditions and foundation skills:

manage the complex issues of three different customers in an automotive service and repair environment, including issues involving two of the following:

cost variations

warranty issues

policy matters

additional repair time

disputed work standards

one of the above must involve escalating the issue to appropriate person.

Individuals must be able to demonstrate knowledge of:

workplace procedures relating to:

customer service

dealing with dissatisfied customers

complaints handling and recommending appropriate action

escalating issues to appropriate person

reporting and documenting complaints

common complex customer issues, including disputes concerning:

cost

work standards

time taken or expected for repairs

selection of parts

warranties

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

negotiation, communication and problem-solving strategies, including:

active listening

questioning techniques

interpreting body language

negotiating or closing a deal

automotive product and service knowledge relevant to workplace manufacturers or suppliers in order to recommend:

alternative products and services

variations in a limited product and service range.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Elements

Elements describe the essential outcomes.

Performance Criteria

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold and italicised text is used, further information is detailed in the range of conditions section.

1. Examine the nature of the issue

1.1 Customer issue and associated feelings and opinions are identified

1.2 Facts relating to the issue are determined using appropriate communication skills

1.3 Workplace procedures and manufacturer or supplier policy relating to the issue are sourced and interpreted

1.4 Further information is researched as required to confirm or clarify issue

1.5 Rights and responsibilities of customer and workplace are determined and communicated to customer

2. Resolve or escalate the issue

2.1 Implications of the issue for customer and workplace are analysed and determined, and suitable resolution options are identified

2.2 Options for resolving the issue are explained and negotiated with customer according to workplace policies and procedures

2.3 Information required to assist customer in evaluating service and product options that best meet customer needs is provided

2.4 Complaints requiring attention from an external party are actioned by referring to appropriate person according to workplace procedures

2.5 Where a resolution cannot be negotiated and agreed, issue is escalated to appropriate person

3. Document issue and outcome

3.1 Record issue, outcome and customer feedback according to workplace procedures

3.2 Report agreed outcome to appropriate person according to workplace procedures

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.

Appropriate communication skills must include:

active listening

questioning techniques

interpreting body language.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Customer issue and associated feelings and opinions are identified 
Facts relating to the issue are determined using appropriate communication skills 
Workplace procedures and manufacturer or supplier policy relating to the issue are sourced and interpreted 
Further information is researched as required to confirm or clarify issue 
Rights and responsibilities of customer and workplace are determined and communicated to customer 
Implications of the issue for customer and workplace are analysed and determined, and suitable resolution options are identified 
Options for resolving the issue are explained and negotiated with customer according to workplace policies and procedures 
Information required to assist customer in evaluating service and product options that best meet customer needs is provided 
Complaints requiring attention from an external party are actioned by referring to appropriate person according to workplace procedures 
Where a resolution cannot be negotiated and agreed, issue is escalated to appropriate person 
Record issue, outcome and customer feedback according to workplace procedures 
Report agreed outcome to appropriate person according to workplace procedures 
Customer issue and associated feelings and opinions are identified 
Facts relating to the issue are determined using appropriate communication skills 
Workplace procedures and manufacturer or supplier policy relating to the issue are sourced and interpreted 
Further information is researched as required to confirm or clarify issue 
Rights and responsibilities of customer and workplace are determined and communicated to customer 
Implications of the issue for customer and workplace are analysed and determined, and suitable resolution options are identified 
Options for resolving the issue are explained and negotiated with customer according to workplace policies and procedures 
Information required to assist customer in evaluating service and product options that best meet customer needs is provided 
Complaints requiring attention from an external party are actioned by referring to appropriate person according to workplace procedures 
Where a resolution cannot be negotiated and agreed, issue is escalated to appropriate person 
Record issue, outcome and customer feedback according to workplace procedures 
Report agreed outcome to appropriate person according to workplace procedures 

Forms

Assessment Cover Sheet

AURAMA005 - Manage complex customer issues in an automotive workplace
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

AURAMA005 - Manage complex customer issues in an automotive workplace

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: