Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
AURC463238B Mapping and Delivery Guide
Manage complex customer issues
Version 1.0
Issue Date: April 2024
Qualification | - |
Unit of Competency | AURC463238B - Manage complex customer issues |
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Description | This unit of competency describes the skills and knowledge required to resolve complex customer complaints or issues.It requires the ability to communicate effectively and make an informed judgement.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication. | ||
Employability Skills | This unit contains employability skills. | ||
Learning Outcomes and Application | This unit applies to individuals who are required to manage and resolve complex customer issues in an automotive environment. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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Prerequisites/co-requisites | |||
Competency Field |
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 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Examine the nature of the issue |
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Element: Exercise judgement to resolve the issue |
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Element: Document issue and outcome |
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