Critical aspects of competency
Accurate identification of customer needs through the use of appropriate interpersonal skills.
Detailed knowledge of company procedures for handling complaints.
Ability to provide solutions/options and resolve issue to standards in an appropriate timeframe.
Ability to handle difficult clients and situations with diplomacy and tact.
Ability to refer complaints to appropriate personnel in accordance with company requirements.
Ability to record and document issue and resolution according to company requirements.
Knowledge needed to achieve the performance criteria
Knowledge and understanding are essential to apply this unit in the workplace, to transfer the skills to other contexts and to deal with unplanned events. The knowledge requirements for this unit are listed below.
Common industry and company service problems and solutions.
Legal and ethical industry and company aspects.
Client motivations and expectations.
Effective communication techniques may include but are not limited to:
active listening
using open and/or closed questions
speaking clearly and concisely
using appropriate language and tone of voice
giving clients full attention
maintaining eye contact (for face-to-face interactions)
non-verbal communication e.g. body language, personal presentation (for face-to-face interactions)
clear, legible writing
Industry ethics and practice.
Relevant government policies and regulations.
Detailed product/service knowledge.
Importance of client complaints, good communication and an individual's role in processing client complaints.
Company policy and procedures for handling and documenting client complaints.
Specific skills needed to achieve the performance criteria
To achieve the performance criteria, some complementary skills are required. These relate to the ability to:
use communication skills that assist in identifying and meeting client needs including:
accurate recording and report writing skills
problem-solving skills to interpret client needs
issue resolution techniques
negotiation skills
use language skills that allow for adequate communication with required people
use literacy skills to the level required to process complaints
use numeracy skills to the level required to interpret client complaints and take required actions
use technology skills to complete business documentation and enter information to databases
relate to people from a range of social, cultural and ethnic backgrounds.
Other units of competency that could be assessed with this unit
Where practical, this unit should be assessed in an integrated fashion with other appropriate units.
This unit could be assessed on its own or in combination with other competencies relevant to the job function.
Resources required to assess this unit
Practical assessment will frequently be in the workplace or a suitable similar environment. Access to such an environment will be required. The candidate and the assessor should have access to the appropriate documentation and resources normally utilised in the workplace. This includes access to the following:
a suitable work area, or a simulated workplace environment, that allows for demonstration of handling client complaints
access to relevant databases and information sources
company procedures for complaints handling
assessment documentation forms and record books.
Gaining evidence to assess this unit
For valid and reliable assessment of this unit, the competency should be demonstrated over a period of time and be observed by the assessor (or assessment team working together to conduct the assessment). The competency is to be demonstrated in a range of situations that may include customer/workplace interruptions and involvement in related activities normally experienced in the workplace.
Assessment requires that the resolution of client complaints meets the objectives of the client, company and industry expectations in the particular organisational setting. Evidence of competency is best obtained through practical resolution of actual client problems under normal industry operating conditions. If this is not practicable observations in realistic simulated environments may be substituted. Oral questioning and hypothetical situations may also be used to assess competence.
Supplementary evidence may be obtained from relevant written correspondence, internal records, supervisor reports and client satisfaction surveys. Information derived from enterprise policy and practices must be treated as commercial-in-confidence.
Performance and assessment of this unit must be carried out within the relevant requirements of the legislative and industry framework and as set out in company OHS policies and procedures.
Key competency levels
There are a number of processes learnt throughout work and daily life that are required in all jobs. They are fundamental processes and generally transferable to other work environments. Some of these work processes are covered by the key competencies listed below. Information provided to each question highlights how these processes are applied in this unit of competency.
The number in brackets indicates the level to which the key competency should be demonstrated.
1 | Perform the process | 2 | Perform and administer the process | 3 | Perform, administer and design the process |
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How can information be collected, analysed and organised (2)? | Interpret and analyse client objectives/expectations against company requirements for issue resolution. Develop customised solutions to client needs and deliver that service to standard required. |
How can communication of ideas and information (2) be applied? | Utilise high-level communication skills when handling complaints. Accurately complete records and business documentation. |
How are activities planned and organised (2)? | Organise and track tasks in line with company service standards. |
How can teamwork (2) be applied? | Communicate with colleagues for resolution or referral of issues/problems. |
How can the use of mathematical ideas and techniques (1) be applied? | Calculate amount of refund or returns. |
How can problem-solving skills (2) be applied? | Develop acceptable solutions and deliver that service to standard and in an appropriate timeframe. Identify where client requirements can and cannot be met and to suggest alternatives. |
How can the use of technology (1) be applied? | Store and retrieve client information and communicate via e-business communication modes. |