Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
BSBCCO306A Mapping and Delivery Guide
Process complex accounts
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | BSBCCO306A - Process complex accounts |
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Description | This unit describes the performance outcomes, skills and knowledge required to handle difficult contacts relating to customer billing and customer accounting, primarily where the customer is defaulting. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. | ||
Employability Skills | This unit contains employability skills. | ||
Learning Outcomes and Application | This unit is applied in any customer contact environment where the contact involves dealing with defaulting customers facing severance of services or challenges relating to payment of bills.Competence in this unit requires excellent customer service skills and acceptable overall outcomes for the business and the customer.This work is undertaken under supervision and guidance. | ||
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 | Stakeholder Relations - Contact Centre Operations |
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: Receive and review a customer default enquiry or case |
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Element: Negotiate payment with defaulting customers |
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Element: Advise defaulting customers of cancellation |
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Element: Manage default actions |
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