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 |
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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. |
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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 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Clarify nature of complaint |
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Element: Identify options to resolve complaint |
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Element: Act to resolve complaint |
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Element: Provide feedback on complaint resolution process |
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Element: Clarify nature of complaint |
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Element: Identify options to resolve complaint |
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Element: Act to resolve complaint |
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Element: Provide feedback on complaint resolution process |
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