Application
This unit describes the performance outcomes, skills and knowledge required to solve customer problems and use techniques to deal with customer difficulties.
It applies to individuals working in frontline customer service roles in a diverse range of industry sectors and business contexts. They operate with independence and under limited supervision and guidance from others, and within established organisational policies and procedures.
No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENTS | PERFORMANCE CRITERIA |
Elements describe the essential outcomes | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Deal with customer complaints. | 1.1.Recognise customer dissatisfaction and take action to avoid escalation. 1.2.Follow organisational policies and procedures to respond to customer complaints according to own level of responsibility and seek solutions in consultation with the customer. 1.3.Refer complex and escalated customer complaints to relevant personnel. 1.4.Maintain a positive and cooperative manner during all customer interactions. 1.5.Report on customer complaints following organisational procedures. |
2. Process refunds and exchanges. | 2.1.Identify reasons for refunds and exchanges, and offer a replacement or alternative product to maximise sales opportunities. 2.2.Process refunds and exchanges and record details according to organisational policies and procedures. |
3. Deal with difficult customers. | 3.1.Identify difficult or abusive customers and take swift and tactful action to prevent escalation of problem. 3.2.Identify situations where personal safety of self, customers or team members may be threatened, and seek appropriate assistance. |
4. Provide feedback on customer service. | 4.1.Identify consistent and potential customer difficulties and report to relevant personnel for action to prevent future customer dissatisfaction. 4.2.Offer suggestions and solutions to relevant personnel for improved customer experiences. |
Evidence of Performance
Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:
follow organisational policies and procedures to appropriately respond to four customer difficulties that individually or cumulatively involve:
customer complaint
dissatisfied customer
product or service issue
product or service refunds
demonstrate the appropriate steps for responding to two of the following difficult customers:
customers that are unable to be pacified
customer displaying verbal aggression
customer displaying threatening behaviour
drug or alcohol affected customer.
Evidence of Knowledge
Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:
organisational policies and procedures for:
processing refunds and exchanges
resolving customer complaints
recording customer complaints
dealing with difficult customers:
customers that are unable to be pacified
customer displaying verbal aggression
customer displaying threatening behaviour
drug or alcohol affected customer
escalated customer complaints
techniques for:
identifying customer dissatisfaction
preventing escalation of customer complaints
resolving complaints to maintain brand integrity
communicating with dissatisfied customers
commercial impacts of:
cost of refunds and exchanges
loss to business resulting from customer dissatisfaction
negative word of mouth
value and role of customer feedback in improving service delivery
key aspects of consumer protection laws relevant to the selling of products and services:
organisational responsibilities and rights
customer rights
refunds and exchanges
common causes of customer difficulties.
Assessment Conditions
Skills must be demonstrated in a services industry environment. This can be:
an industry workplace
a simulated industry environment.
Assessment must ensure access to:
relevant documentation:
organisational policies and procedures for:
processing refunds and exchanges
resolving customer complaints
recording customer complaints
dealing with difficult customers:
customers that are unable to be pacified
customer displaying verbal aggression
customer displaying threatening behaviour
drug or alcohol affected customer
escalated customer complaints
current plain English regulatory documents distributed by government regulators outlining key aspects of consumer protection laws
customers with whom the individual can interact; these can be:
individuals in an industry workplace, or
individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment
assessment activities that allow the individual to work with commercial speed, timing and productivity.
Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors.
Foundation Skills
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement. | |
SKILLS | DESCRIPTION |
Oral communication skills to: | ask open and closed questions and actively listen to determine and meet customer preferences. |
Self-management skills to: | manage personal emotions in difficult situations. |
Sectors
Cross-Sector
Competency Field
Customer Engagement