This unit requires the ability to identify the customer's need(s) and to process the complaint to standard and in an appropriate time frame, or to recommend appropriate action(s) arising from the complaint.

ELEMENT

PERFORMANCE CRITERIA

1. Respond to customer complaints

1.1. Complaints are processed in accordance with organisational policies and procedures established under legislation, regulations or codes of practice.

1.2. Necessary reports relating to the complaints are obtained, documented and reviewed.

1.3. Decisions are made, taking into account applicable law, company policies and codes.

1.4. Resolution of the complaint is negotiated and agreed where possible.

1.5. A register of complaints/disputes is maintained.

1.6. Customer is informed of outcome of investigation.

2. Refer complaints

2.1. Complaints that require referral to other personnel or external bodies are identified.

2.2. Referrals are made to appropriate personnel for follow up in accordance with individual level of responsibility.

2.3. All documents and investigation reports are forwarded.

2.4. Appropriate personnel are followed up to gain prompt decisions.

Required skills

the ability to apply organisational and/or industry procedures to a range of situations, and to exercise judgement in this application, along with an ability to facilitate other people to undertake appropriate customer service

active listening

using open and/or closed questions

speaking clearly and concisely

using appropriate language and tone of voice

giving customers full attention

maintaining eye-contact (for face-to-face interactions)

non-verbal communication, e.g. body language, personal presentation (for face-to-face interactions)

negotiation techniques

clear, legible writing/language skills which allow for adequate communication with required people

literacy skills to the level required to process complaints

numeracy skills to the level required to interpret the customer complaints and take required actions.

Required knowledge

State/Territory/Commonwealth legislation, regulations, industry codes of practice, standards and guidelines

organisational policy and procedures for dealing with complaints

the importance of customer complaints

the importance of good communication

the individual's role in processing customer complaints.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

The evidence required to demonstrate competency in this unit must be relevant to workplace operations and satisfy holistically all of the requirements of the performance criteria and required skills and knowledge and include achievement of the following:

apply organisational and/or industry procedures for customer complaints

investigate the details of and background to the complaint and refer to other parties if required

negotiate an outcome with the customer if appropriate

process the complaint according to enterprise policy

recommend appropriate action arising from the complaint.

Context of and specific resources for assessment

Competency requires the application of work practices under work conditions. Selection and use of resources for some worksites may differ due to the regional or enterprise circumstances.

The range statement relates to the unit of competency as a whole.

Types of complaints may include:

simple customer dissatisfaction that can be resolved on the spot, to scenarios where external bodies such as police are required.

Examples of complaints may include:

product quality or misunderstanding of its purpose, service dissatisfaction, price or quantity errors, delivery issues, manufacturers warranty or service.

Unit sector

Merchandising and sales

This unit contains employability skills.