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

AURS252290A Mapping and Delivery Guide
Process customer complaints

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency AURS252290A - Process customer complaints
Description This unit of competency covers the competence to deal with customer complaints in a manner satisfying the customer but complies with enterprise policies and procedures.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application Every action or output has a customer and therefore customers may be internal work colleagues or external to the enterprise.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
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
Elements of Competency Performance Criteria              
Element: Clarify the nature of complaint
  • Details of the complaint are established
  • Summary of the complaint is documented accurately
  • Any inconvenience to the customer is acknowledged and an apology is made
       
Element: Identify options for complaint resolution
  • Options for resolving the complaint are identified
  • Complaint is referred to designated officer if resolution is not possible
       
Element: Act to resolve complaint
  • Optimal solution is negotiated with customer
  • Chosen solution is implemented within agreed timeframe
  • Necessary documentation is finalised
  • Effectiveness of solution and related outcomes is evaluated
  • Any necessary changes to enterprise procedures are identified and passed on to appropriate persons for action
       


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.

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

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

It is essential that competence in this unit signifies ability to transfer competence to changing circumstances and to respond to unusual circumstances in the critical aspects of:

accurately clarifying the nature and extent of complaint

identifying options for complaint resolution

resolving complaint to customer satisfaction

contributing to avoidance of further complaints

communicating effectively with others involved in or affected by the work.

Context of, and specific resources for assessment

Elements of competence contain both knowledge and practical components. Knowledge components may be assessed off the job. Practical components should be assessed on the job or in a simulated work environment covering a range of customer types

The following are required:

a workplace or simulated workplace

enterprise or equivalent policy and procedures relating to customer service and complaint handling processes

enterprise or equivalent instructions related to legal implications of customer relations and complaints

a range of customers with complaints (real or simulated)

a qualified workplace assessor.

Method of assessment

This unit may be assessed in conjunction with other units forming part of the job role or function

It is preferable assessment reflects a process rather than an event and occurs over a period of time to cover varying circumstances. Evidence of performance may be provided by customers, team leaders/members or other appropriate persons subject to agreed authentication arrangements

Competence in this unit may be assessed in conjunction with other functional units which together form part of the holistic work role.

Guidance information for assessment


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.

Required skills

collect, organise and understand information related to:

technical literacy and interpretive skills to interpret and discern facts related to the customer complaint

basic research and analytical skills to investigate and identify factors which caused/contributed to the complaint

communicate ideas and information

plain English literacy and communication skills in relation to dealing with customers and their complaints

questioning and active listening skills, for example when obtaining factual information from excitable customers

plan and organise activities to plan an approach to identify and resolve a complaint

work with others and in a team by involving a designated officer if solution is not possible

use mathematical ideas and techniques when options/solutions are costed

establish diagnostic processes including basic conflict resolution skills for handling difficult or abusive customers, and greeting/farewelling techniques

use workplace technology related to use of business technology to make changes to enterprise procedures

Required knowledge

general knowledge of range of enterprise merchandise and services, location of departments/sections and telephone extensions of departments/sections

general operational knowledge of industry/workplace codes of practice in relation to customer service

basic working knowledge of legislation and statutory requirements, including consumer law, trade practices and fair trading legislation

working knowledge of enterprise policies and procedures in regard to:

customer service

dealing with difficult customers

allocated duties/responsibilities

working knowledge of enterprise complaints handling procedures

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.

Complaints

Complaints may include:

matters related to personal interaction with customers, incorrect products, faulty products, charging/costing policy, delivery system failures, installation deficiencies and service delays

Customers

Customers may be regular or new and may have routine or special requests. They may include persons from a range of social, cultural or ethnic backgrounds and physical and intellectual abilities. Regardless, customers are made feel welcome, valued and, at end of the process, satisfied. Customer contact may be face to face, by telephone, by electronic means or in writing

Customer service

Customer service may include:

enterprise activities, internal and external customers and follow-up in event of delays in service provision

Customer needs

Customer needs may include:

information regarding products or services available, quality of products or services, complementary products or services, enterprise facilities and services and location of specific items

Staff

Staff may be:

full-time, part-time or casual and vary in terms of staff training, product knowledge and in staffing levels (e.g. staff shortages)

operating in routine or busy trading conditions

Enterprise

Enterprises may vary in size, type and location, in range of merchandise and services provided and in delivery policies

Communication

Communications may be:

verbal, written, by telephone, by electronic or other available means

Record keeping

Accurate records of information are completed and may be stored manually, electronically or by other means

Resources

Resources may include:

enterprise or equivalent policy and procedures relating to customer service and complaint handling processes

enterprise or equivalent instructions related to legal implications of customer relations and complaints

a range of customers with complaints (real or simulated)

Information/documents

Sources of information/documents may include:

enterprise policies and procedures relating to customer service, equipment and product manufacturer/component supplier specifications, enterprise operating procedures, industry/workplace codes of practice, customer requirements

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
Details of the complaint are established 
Summary of the complaint is documented accurately 
Any inconvenience to the customer is acknowledged and an apology is made 
Options for resolving the complaint are identified 
Complaint is referred to designated officer if resolution is not possible 
Optimal solution is negotiated with customer 
Chosen solution is implemented within agreed timeframe 
Necessary documentation is finalised 
Effectiveness of solution and related outcomes is evaluated 
Any necessary changes to enterprise procedures are identified and passed on to appropriate persons for action 

Forms

Assessment Cover Sheet

AURS252290A - Process customer complaints
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

AURS252290A - Process customer complaints

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: