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

CPPCMN3004 Mapping and Delivery Guide
Respond to enquiries and complaints

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency CPPCMN3004 - Respond to enquiries and complaints
Description
Employability Skills
Learning Outcomes and Application This unit of competency specifies the outcomes required to respond effectively to client enquiries and complaints regarding company products and services. The worker needs to handle formal and informal enquiries, as well as negative feedback and complaints from clients. The unit covers acknowledging and processing client enquiries and complaints, and communicating with clients to resolve issues. It also covers researching and documenting relevant information relating to an enquiry or complaint, which may include site visits where required; and referring the enquiry or complaint to other personnel or external organisations where appropriate.The unit supports employees without managerial or supervisory responsibilities. Performance would usually be carried out under routine supervision, within company guidelines. It applies to workers who have significant contact with clients and who provide information on routine, well-defined services or products to clients, and deal with enquiries or complaints of a more complex nature.Licensing, legislative, regulatory or certification requirements apply to this unit in some States. Relevant state and territory regulatory authorities should be consulted to confirm those requirements.
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: Identify nature and type of enquiry or complaint.
  • Client is addressed according to company requirements.
  • Details of enquiry or complaint and degree of urgency are clarified and confirmed with client according to company requirements.
  • Details of enquiry or complaint are recorded according to company and legislative requirements.
  • Impact of relevant legislative and company requirements on handling of enquiry or complaint is identified.
  • Arrangements are made for enquiries or complaints requiring additional research and follow-up, according to company requirements.
       
Element: Investigate enquiry or complaint.
  • Information relevant to enquiry or complaint is obtained from internal and external sources as appropriate according to company requirements.
  • Site is inspected with client, where required, to clarify details of the enquiry or complaint according to company requirements.
  • Possible solutions to enquiry or complaint are determined and likelihood of associated problems is assessed using available information according to company requirements.
  • Advice is sought from appropriate personnel where necessary on nature of enquiry or complaint, and proposed solution according to company requirements.
       
Element: Refer enquiry or complaint.
  • Enquiry or complaint that requires referral to other company personnel or external bodies is identified according to company and legislative requirements.
  • Referral to appropriate personnel is made according to individual level of responsibility and company requirements.
  • Investigation report and other relevant documentation are forwarded to appropriate personnel according to company requirements.
  • Progress of referred enquiry or complaint is followed up with appropriate personnel according to company requirements and within expected timeframes.
       
Element: Determine and communicate solution to client and relevant staff.
  • Solution to enquiry or complaint is determined and documented according to company requirements.
  • Method for responding to client or their agent is established according to nature of enquiry or complaint and company requirements.
  • Response to enquiry or complaint is prepared and communicated to client or their agent according to company requirements.
  • Client or agent agreement to solution is confirmed, or solution is negotiated according to company requirements.
  • Relevant staff members are promptly advised of work allocations required to resolve enquiry or complaint according to company requirements.
       
Element: Satisfy complex client needs.
  • Complex needs requiring adaptation of routine products or services are identified and clarified with client.
  • Possibilities for meeting client needs are explained to client according to legislative and company requirements.
  • Client is assisted to evaluate product and service options to satisfy needs according to legislative and company requirements.
  • Preferred action is determined and prioritised according to legislative and company requirements.
  • Potential difficulties in client service delivery are identified and appropriate action is taken according to legislative and company requirements.
       
Element: Update company information
  • Information on type and source of enquiry or complaint is collated and processed according to company requirements.
  • Information on identified problems and solutions is recorded, processed and reported according to company requirements.
  • Information on resolved enquiry or complaint is shared with co-workers according to legislative and company requirements and strategies to avoid repeat issues are discussed.
       


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 describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions.

1.

Identify nature and type of enquiry or complaint.

1.1.

Client is addressed according to company requirements.

1.2.

Details of enquiry or complaint and degree of urgency are clarified and confirmed with client according to company requirements.

1.3.

Details of enquiry or complaint are recorded according to company and legislative requirements.

1.4.

Impact of relevant legislative and company requirements on handling of enquiry or complaint is identified.

1.5.

Arrangements are made for enquiries or complaints requiring additional research and follow-up, according to company requirements.

2.

Investigate enquiry or complaint.

2.1.

Information relevant to enquiry or complaint is obtained from internal and external sources as appropriate according to company requirements.

2.2.

Site is inspected with client, where required, to clarify details of the enquiry or complaint according to company requirements.

2.3.

Possible solutions to enquiry or complaint are determined and likelihood of associated problems is assessed using available information according to company requirements.

2.4.

Advice is sought from appropriate personnel where necessary on nature of enquiry or complaint, and proposed solution according to company requirements.

3.

Refer enquiry or complaint.

3.1.

Enquiry or complaint that requires referral to other company personnel or external bodies is identified according to company and legislative requirements.

3.2.

Referral to appropriate personnel is made according to individual level of responsibility and company requirements.

3.3.

Investigation report and other relevant documentation are forwarded to appropriate personnel according to company requirements.

3.4.

Progress of referred enquiry or complaint is followed up with appropriate personnel according to company requirements and within expected timeframes.

4.

Determine and communicate solution to client and relevant staff.

4.1.

Solution to enquiry or complaint is determined and documented according to company requirements.

4.2.

Method for responding to client or their agent is established according to nature of enquiry or complaint and company requirements.

4.3.

Response to enquiry or complaint is prepared and communicated to client or their agent according to company requirements.

4.4.

Client or agent agreement to solution is confirmed, or solution is negotiated according to company requirements.

4.5.

Relevant staff members are promptly advised of work allocations required to resolve enquiry or complaint according to company requirements.

5.

Satisfy complex client needs.

5.1.

Complex needs requiring adaptation of routine products or services are identified and clarified with client.

5.2.

Possibilities for meeting client needs are explained to client according to legislative and company requirements.

5.3.

Client is assisted to evaluate product and service options to satisfy needs according to legislative and company requirements.

5.4.

Preferred action is determined and prioritised according to legislative and company requirements.

5.5.

Potential difficulties in client service delivery are identified and appropriate action is taken according to legislative and company requirements.

6.

Update company information

6.1.

Information on type and source of enquiry or complaint is collated and processed according to company requirements.

6.2.

Information on identified problems and solutions is recorded, processed and reported according to company requirements.

6.3.

Information on resolved enquiry or complaint is shared with co-workers according to legislative and company requirements and strategies to avoid repeat issues are discussed.

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 describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions.

1.

Identify nature and type of enquiry or complaint.

1.1.

Client is addressed according to company requirements.

1.2.

Details of enquiry or complaint and degree of urgency are clarified and confirmed with client according to company requirements.

1.3.

Details of enquiry or complaint are recorded according to company and legislative requirements.

1.4.

Impact of relevant legislative and company requirements on handling of enquiry or complaint is identified.

1.5.

Arrangements are made for enquiries or complaints requiring additional research and follow-up, according to company requirements.

2.

Investigate enquiry or complaint.

2.1.

Information relevant to enquiry or complaint is obtained from internal and external sources as appropriate according to company requirements.

2.2.

Site is inspected with client, where required, to clarify details of the enquiry or complaint according to company requirements.

2.3.

Possible solutions to enquiry or complaint are determined and likelihood of associated problems is assessed using available information according to company requirements.

2.4.

Advice is sought from appropriate personnel where necessary on nature of enquiry or complaint, and proposed solution according to company requirements.

3.

Refer enquiry or complaint.

3.1.

Enquiry or complaint that requires referral to other company personnel or external bodies is identified according to company and legislative requirements.

3.2.

Referral to appropriate personnel is made according to individual level of responsibility and company requirements.

3.3.

Investigation report and other relevant documentation are forwarded to appropriate personnel according to company requirements.

3.4.

Progress of referred enquiry or complaint is followed up with appropriate personnel according to company requirements and within expected timeframes.

4.

Determine and communicate solution to client and relevant staff.

4.1.

Solution to enquiry or complaint is determined and documented according to company requirements.

4.2.

Method for responding to client or their agent is established according to nature of enquiry or complaint and company requirements.

4.3.

Response to enquiry or complaint is prepared and communicated to client or their agent according to company requirements.

4.4.

Client or agent agreement to solution is confirmed, or solution is negotiated according to company requirements.

4.5.

Relevant staff members are promptly advised of work allocations required to resolve enquiry or complaint according to company requirements.

5.

Satisfy complex client needs.

5.1.

Complex needs requiring adaptation of routine products or services are identified and clarified with client.

5.2.

Possibilities for meeting client needs are explained to client according to legislative and company requirements.

5.3.

Client is assisted to evaluate product and service options to satisfy needs according to legislative and company requirements.

5.4.

Preferred action is determined and prioritised according to legislative and company requirements.

5.5.

Potential difficulties in client service delivery are identified and appropriate action is taken according to legislative and company requirements.

6.

Update company information

6.1.

Information on type and source of enquiry or complaint is collated and processed according to company requirements.

6.2.

Information on identified problems and solutions is recorded, processed and reported according to company requirements.

6.3.

Information on resolved enquiry or complaint is shared with co-workers according to legislative and company requirements and strategies to avoid repeat issues are discussed.

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.

Clients must include those with one or more of the following:

routine enquiry for advice or general information that requires no specific research

suggestion for service or product improvement

special enquiry requiring further research or consultation with other staff

routine complaint requiring investigation to clarify details

complex complaint requiring referral to other technical or supervisory personnel

complex need involving adaptation or combination of products and/or services.

Information must include:

client records, including verbal reports from staff if available

company policies and procedures relevant to the enquiry or complaint

legislative requirements relevant to the enquiry or complaint

manufacturer information relevant to the enquiry or complaint

workplace information relevant to the enquiry or complaint.

Appropriate personnel must include one or more of the following:

colleagues

manufacturers

staff and employee representatives

supervisors

suppliers

technical experts.

Method for responding must include one or more of the following:

email

face-to-face meeting

letter

phone call.

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
Client is addressed according to company requirements. 
Details of enquiry or complaint and degree of urgency are clarified and confirmed with client according to company requirements. 
Details of enquiry or complaint are recorded according to company and legislative requirements. 
Impact of relevant legislative and company requirements on handling of enquiry or complaint is identified. 
Arrangements are made for enquiries or complaints requiring additional research and follow-up, according to company requirements. 
Information relevant to enquiry or complaint is obtained from internal and external sources as appropriate according to company requirements. 
Site is inspected with client, where required, to clarify details of the enquiry or complaint according to company requirements. 
Possible solutions to enquiry or complaint are determined and likelihood of associated problems is assessed using available information according to company requirements. 
Advice is sought from appropriate personnel where necessary on nature of enquiry or complaint, and proposed solution according to company requirements. 
Enquiry or complaint that requires referral to other company personnel or external bodies is identified according to company and legislative requirements. 
Referral to appropriate personnel is made according to individual level of responsibility and company requirements. 
Investigation report and other relevant documentation are forwarded to appropriate personnel according to company requirements. 
Progress of referred enquiry or complaint is followed up with appropriate personnel according to company requirements and within expected timeframes. 
Solution to enquiry or complaint is determined and documented according to company requirements. 
Method for responding to client or their agent is established according to nature of enquiry or complaint and company requirements. 
Response to enquiry or complaint is prepared and communicated to client or their agent according to company requirements. 
Client or agent agreement to solution is confirmed, or solution is negotiated according to company requirements. 
Relevant staff members are promptly advised of work allocations required to resolve enquiry or complaint according to company requirements. 
Complex needs requiring adaptation of routine products or services are identified and clarified with client. 
Possibilities for meeting client needs are explained to client according to legislative and company requirements. 
Client is assisted to evaluate product and service options to satisfy needs according to legislative and company requirements. 
Preferred action is determined and prioritised according to legislative and company requirements. 
Potential difficulties in client service delivery are identified and appropriate action is taken according to legislative and company requirements. 
Information on type and source of enquiry or complaint is collated and processed according to company requirements. 
Information on identified problems and solutions is recorded, processed and reported according to company requirements. 
Information on resolved enquiry or complaint is shared with co-workers according to legislative and company requirements and strategies to avoid repeat issues are discussed. 

Forms

Assessment Cover Sheet

CPPCMN3004 - Respond to enquiries and 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

CPPCMN3004 - Respond to enquiries and 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: