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

AURSAA001 Mapping and Delivery Guide
Process customer complaints in an automotive workplace

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency AURSAA001 - Process customer complaints in an automotive workplace
Description
Employability Skills
Learning Outcomes and Application This unit describes the performance outcomes required to deal with formal and informal complaints and negative feedback from customers. It involves following established process steps to resolve issues and complaints in order to satisfy both internal and external customer complaints.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 processing customer complaints in an automotive sales and service workplace, e.g. complaint summaries.

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

The following should be made available:

automotive sales and service workplace or simulated workplace

workplace procedures relating to customer service and complaints handling

commercially realistic range of customers with different complaints.
Prerequisites/co-requisites
Competency Field Sales and Parts, Administration and Management
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 nature of complaint
  • Details of complaint are established
  • Summary of complaint is documented accurately
  • Initial explanations about process and apologies appropriate to individual customer’s situation are conveyed to customer
       
Element: Identify options to resolve complaint
  • Possible options for resolving complaint are identified according to workplace procedures
  • Solutions outside individual level of responsibility are referred to supervisor
       
Element: Act to resolve complaint
  • Chosen solution is outlined to customer according to workplace procedures
  • Chosen solution is implemented within required timeframe and conditions are negotiated with customer
  • Complaint is referred to supervisor if resolution is not possible or where additional levels of authorisation are required
       
Element: Provide feedback on complaint resolution process
  • Effectiveness of complaint resolution solution is assessed against customer feedback
  • Changes required to improve complaint resolution procedures are identified and passed on to supervisor for consideration according to workplace procedures
  • Workplace documentation is processed according to workplace procedures
       
Element: Clarify nature of complaint
  • Details of complaint are established
  • Summary of complaint is documented accurately
  • Initial explanations about process and apologies appropriate to individual customer’s situation are conveyed to customer
       
Element: Identify options to resolve complaint
  • Possible options for resolving complaint are identified according to workplace procedures
  • Solutions outside individual level of responsibility are referred to supervisor
       
Element: Act to resolve complaint
  • Chosen solution is outlined to customer according to workplace procedures
  • Chosen solution is implemented within required timeframe and conditions are negotiated with customer
  • Complaint is referred to supervisor if resolution is not possible or where additional levels of authorisation are required
       
Element: Provide feedback on complaint resolution process
  • Effectiveness of complaint resolution solution is assessed against customer feedback
  • Changes required to improve complaint resolution procedures are identified and passed on to supervisor for consideration according to workplace procedures
  • Workplace documentation is processed 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. Clarify nature of complaint

1.1 Details of complaint are established

1.2 Summary of complaint is documented accurately

1.3 Initial explanations about process and apologies appropriate to individual customer’s situation are conveyed to customer

2. Identify options to resolve complaint

2.1 Possible options for resolving complaint are identified according to workplace procedures

2.2 Solutions outside individual level of responsibility are referred to supervisor

3. Act to resolve complaint

3.1 Chosen solution is outlined to customer according to workplace procedures

3.2 Chosen solution is implemented within required timeframe and conditions are negotiated with customer

3.3 Complaint is referred to supervisor if resolution is not possible or where additional levels of authorisation are required

4. Provide feedback on complaint resolution process

4.1 Effectiveness of complaint resolution solution is assessed against customer feedback

4.2 Changes required to improve complaint resolution procedures are identified and passed on to supervisor for consideration according to workplace procedures

4.3 Workplace documentation is processed 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 and foundation skills:

process and resolve three different customer complaints in an automotive sales and service workplace or simulated environment.

Individuals must be able to demonstrate knowledge of:

workplace operations relating to:

workplace products and services

location of departments, sections and contact details

workplace procedures relating to:

customer service

dealing with dissatisfied customers

complaints handling and recommending appropriate action

reporting and registering complaints

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

effective communication techniques and the individual’s role in processing customer complaints, including:

giving customers full attention

greeting and farewelling protocols

speaking clearly and concisely

using appropriate language and non-verbal communication, including:

tone of voice

body language

personal presentation

using clear written information

dealing with people from diverse social, cultural and ethnic backgrounds and with varying physical and mental abilities

basic negotiation and problem-solving techniques, including:

active listening

questioning techniques

interpreting body language

presenting options.

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. Clarify nature of complaint

1.1 Details of complaint are established

1.2 Summary of complaint is documented accurately

1.3 Initial explanations about process and apologies appropriate to individual customer’s situation are conveyed to customer

2. Identify options to resolve complaint

2.1 Possible options for resolving complaint are identified according to workplace procedures

2.2 Solutions outside individual level of responsibility are referred to supervisor

3. Act to resolve complaint

3.1 Chosen solution is outlined to customer according to workplace procedures

3.2 Chosen solution is implemented within required timeframe and conditions are negotiated with customer

3.3 Complaint is referred to supervisor if resolution is not possible or where additional levels of authorisation are required

4. Provide feedback on complaint resolution process

4.1 Effectiveness of complaint resolution solution is assessed against customer feedback

4.2 Changes required to improve complaint resolution procedures are identified and passed on to supervisor for consideration according to workplace procedures

4.3 Workplace documentation is processed 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.

There is no Range of Conditions for this unit.
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 complaint are established 
Summary of complaint is documented accurately 
Initial explanations about process and apologies appropriate to individual customer’s situation are conveyed to customer 
Possible options for resolving complaint are identified according to workplace procedures 
Solutions outside individual level of responsibility are referred to supervisor 
Chosen solution is outlined to customer according to workplace procedures 
Chosen solution is implemented within required timeframe and conditions are negotiated with customer 
Complaint is referred to supervisor if resolution is not possible or where additional levels of authorisation are required 
Effectiveness of complaint resolution solution is assessed against customer feedback 
Changes required to improve complaint resolution procedures are identified and passed on to supervisor for consideration according to workplace procedures 
Workplace documentation is processed according to workplace procedures 
Details of complaint are established 
Summary of complaint is documented accurately 
Initial explanations about process and apologies appropriate to individual customer’s situation are conveyed to customer 
Possible options for resolving complaint are identified according to workplace procedures 
Solutions outside individual level of responsibility are referred to supervisor 
Chosen solution is outlined to customer according to workplace procedures 
Chosen solution is implemented within required timeframe and conditions are negotiated with customer 
Complaint is referred to supervisor if resolution is not possible or where additional levels of authorisation are required 
Effectiveness of complaint resolution solution is assessed against customer feedback 
Changes required to improve complaint resolution procedures are identified and passed on to supervisor for consideration according to workplace procedures 
Workplace documentation is processed according to workplace procedures 

Forms

Assessment Cover Sheet

AURSAA001 - Process customer complaints 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

AURSAA001 - Process customer complaints 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: