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.
Elements and Performance Criteria
Elements Elements describe the essential outcomes. | Performance Criteria Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold and italicised text is used, further information is detailed in the range of conditions section. |
1. Clarify nature of complaint | 1.1 Details of complaint are established 1.2 Summary of complaint is documented accurately 1.3 Initial explanations about process and apologies appropriate to individual customer’s situation are conveyed to customer |
2. Identify options to resolve complaint | 2.1 Possible options for resolving complaint are identified according to workplace procedures 2.2 Solutions outside individual level of responsibility are referred to supervisor |
3. Act to resolve complaint | 3.1 Chosen solution is outlined to customer according to workplace procedures 3.2 Chosen solution is implemented within required timeframe and conditions are negotiated with customer 3.3 Complaint is referred to supervisor if resolution is not possible or where additional levels of authorisation are required |
4. Provide feedback on complaint resolution process | 4.1 Effectiveness of complaint resolution solution is assessed against customer feedback 4.2 Changes required to improve complaint resolution procedures are identified and passed on to supervisor for consideration according to workplace procedures 4.3 Workplace documentation is processed according to workplace procedures |
Evidence of Performance
Before competency can be determined, individuals must demonstrate that they can perform the following according to the standards defined in this unit’s elements, performance criteria and foundation skills:
process and resolve three different customer complaints in an automotive sales and service workplace or simulated environment.
Evidence of Knowledge
Individuals must be able to demonstrate knowledge of:
workplace operations relating to:
workplace products and services
location of departments, sections and contact details
workplace procedures relating to:
customer service
dealing with dissatisfied customers
complaints handling and recommending appropriate action
reporting and registering complaints
key legal requirements relating to customer rights as a consumer and business obligations under the Australian Consumer Law (ACL)
effective communication techniques and the individual’s role in processing customer complaints, including:
giving customers full attention
greeting and farewelling protocols
speaking clearly and concisely
using appropriate language and non-verbal communication, including:
tone of voice
body language
personal presentation
using clear written information
dealing with people from diverse social, cultural and ethnic backgrounds and with varying physical and mental abilities
basic negotiation and problem-solving techniques, including:
active listening
questioning techniques
interpreting body language
presenting options.
Assessment Conditions
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.
Foundation Skills
This section describes those language, literacy, numeracy and employment skills that are essential to performance and are not explicit in the performance criteria.
Skills | Description |
Reading skills to: | interpret information in warranties, terms and conditions, and receipts relevant to customer complaint. |
Oral communication skills to: | participate in verbal exchanges using active listening and questioning techniques to gather, clarify and confirm customer information and feedback effectively relate to people from diverse backgrounds using clear language and tone of voice appropriate to situation. |
Self-management skills to: | follow workplace procedures and seek assistance from supervisor as required. |
Problem solving skills to: | apply basic conflict resolution skills for handling dissatisfied customers. |
Range Statement
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.
There is no Range of Conditions for this unit.
Sectors
Administration
Competency Field
Sales and Parts, Administration and Management