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Evidence Guide: AURAMA005 - Manage complex customer issues in an automotive workplace

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

AURAMA005 - Manage complex customer issues in an automotive workplace

What evidence can you provide to prove your understanding of each of the following citeria?

Examine the nature of the issue

  1. Customer issue and associated feelings and opinions are identified
  2. Facts relating to the issue are determined using appropriate communication skills
  3. Workplace procedures and manufacturer or supplier policy relating to the issue are sourced and interpreted
  4. Further information is researched as required to confirm or clarify issue
  5. Rights and responsibilities of customer and workplace are determined and communicated to customer
Customer issue and associated feelings and opinions are identified

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Facts relating to the issue are determined using appropriate communication skills

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Workplace procedures and manufacturer or supplier policy relating to the issue are sourced and interpreted

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Further information is researched as required to confirm or clarify issue

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Rights and responsibilities of customer and workplace are determined and communicated to customer

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Resolve or escalate the issue

  1. Implications of the issue for customer and workplace are analysed and determined, and suitable resolution options are identified
  2. Options for resolving the issue are explained and negotiated with customer according to workplace policies and procedures
  3. Information required to assist customer in evaluating service and product options that best meet customer needs is provided
  4. Complaints requiring attention from an external party are actioned by referring to appropriate person according to workplace procedures
  5. Where a resolution cannot be negotiated and agreed, issue is escalated to appropriate person
Implications of the issue for customer and workplace are analysed and determined, and suitable resolution options are identified

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Options for resolving the issue are explained and negotiated with customer according to workplace policies and procedures

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Information required to assist customer in evaluating service and product options that best meet customer needs is provided

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Complaints requiring attention from an external party are actioned by referring to appropriate person according to workplace procedures

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Where a resolution cannot be negotiated and agreed, issue is escalated to appropriate person

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Document issue and outcome

  1. Record issue, outcome and customer feedback according to workplace procedures
  2. Report agreed outcome to appropriate person according to workplace procedures
Record issue, outcome and customer feedback according to workplace procedures

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Report agreed outcome to appropriate person according to workplace procedures

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Examine the nature of the issue

  1. Customer issue and associated feelings and opinions are identified
  2. Facts relating to the issue are determined using appropriate communication skills
  3. Workplace procedures and manufacturer or supplier policy relating to the issue are sourced and interpreted
  4. Further information is researched as required to confirm or clarify issue
  5. Rights and responsibilities of customer and workplace are determined and communicated to customer
Customer issue and associated feelings and opinions are identified

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Facts relating to the issue are determined using appropriate communication skills

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Workplace procedures and manufacturer or supplier policy relating to the issue are sourced and interpreted

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Further information is researched as required to confirm or clarify issue

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Rights and responsibilities of customer and workplace are determined and communicated to customer

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Resolve or escalate the issue

  1. Implications of the issue for customer and workplace are analysed and determined, and suitable resolution options are identified
  2. Options for resolving the issue are explained and negotiated with customer according to workplace policies and procedures
  3. Information required to assist customer in evaluating service and product options that best meet customer needs is provided
  4. Complaints requiring attention from an external party are actioned by referring to appropriate person according to workplace procedures
  5. Where a resolution cannot be negotiated and agreed, issue is escalated to appropriate person
Implications of the issue for customer and workplace are analysed and determined, and suitable resolution options are identified

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Options for resolving the issue are explained and negotiated with customer according to workplace policies and procedures

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Information required to assist customer in evaluating service and product options that best meet customer needs is provided

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Complaints requiring attention from an external party are actioned by referring to appropriate person according to workplace procedures

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Where a resolution cannot be negotiated and agreed, issue is escalated to appropriate person

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Document issue and outcome

  1. Record issue, outcome and customer feedback according to workplace procedures
  2. Report agreed outcome to appropriate person according to workplace procedures
Record issue, outcome and customer feedback according to workplace procedures

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Report agreed outcome to appropriate person according to workplace procedures

Completed
Date:

Teacher:
Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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. Examine the nature of the issue

1.1 Customer issue and associated feelings and opinions are identified

1.2 Facts relating to the issue are determined using appropriate communication skills

1.3 Workplace procedures and manufacturer or supplier policy relating to the issue are sourced and interpreted

1.4 Further information is researched as required to confirm or clarify issue

1.5 Rights and responsibilities of customer and workplace are determined and communicated to customer

2. Resolve or escalate the issue

2.1 Implications of the issue for customer and workplace are analysed and determined, and suitable resolution options are identified

2.2 Options for resolving the issue are explained and negotiated with customer according to workplace policies and procedures

2.3 Information required to assist customer in evaluating service and product options that best meet customer needs is provided

2.4 Complaints requiring attention from an external party are actioned by referring to appropriate person according to workplace procedures

2.5 Where a resolution cannot be negotiated and agreed, issue is escalated to appropriate person

3. Document issue and outcome

3.1 Record issue, outcome and customer feedback according to workplace procedures

3.2 Report agreed outcome to appropriate person according to workplace procedures

Required Skills and Knowledge

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. Examine the nature of the issue

1.1 Customer issue and associated feelings and opinions are identified

1.2 Facts relating to the issue are determined using appropriate communication skills

1.3 Workplace procedures and manufacturer or supplier policy relating to the issue are sourced and interpreted

1.4 Further information is researched as required to confirm or clarify issue

1.5 Rights and responsibilities of customer and workplace are determined and communicated to customer

2. Resolve or escalate the issue

2.1 Implications of the issue for customer and workplace are analysed and determined, and suitable resolution options are identified

2.2 Options for resolving the issue are explained and negotiated with customer according to workplace policies and procedures

2.3 Information required to assist customer in evaluating service and product options that best meet customer needs is provided

2.4 Complaints requiring attention from an external party are actioned by referring to appropriate person according to workplace procedures

2.5 Where a resolution cannot be negotiated and agreed, issue is escalated to appropriate person

3. Document issue and outcome

3.1 Record issue, outcome and customer feedback according to workplace procedures

3.2 Report agreed outcome to appropriate person according to workplace procedures

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, range of conditions and foundation skills:

manage the complex issues of three different customers in an automotive service and repair environment, including issues involving two of the following:

cost variations

warranty issues

policy matters

additional repair time

disputed work standards

one of the above must involve escalating the issue to appropriate person.

Individuals must be able to demonstrate knowledge of:

workplace procedures relating to:

customer service

dealing with dissatisfied customers

complaints handling and recommending appropriate action

escalating issues to appropriate person

reporting and documenting complaints

common complex customer issues, including disputes concerning:

cost

work standards

time taken or expected for repairs

selection of parts

warranties

key legal requirements relating to customer rights as a consumer, and business obligations under Australian Consumer Law (ACL)

negotiation, communication and problem-solving strategies, including:

active listening

questioning techniques

interpreting body language

negotiating or closing a deal

automotive product and service knowledge relevant to workplace manufacturers or suppliers in order to recommend:

alternative products and services

variations in a limited product and service range.

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.

Appropriate communication skills must include:

active listening

questioning techniques

interpreting body language.