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Evidence Guide: AURSAA001 - Process customer complaints 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

 

AURSAA001 - Process customer complaints in an automotive workplace

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

Clarify nature of complaint

  1. Details of complaint are established
  2. Summary of complaint is documented accurately
  3. Initial explanations about process and apologies appropriate to individual customer’s situation are conveyed to customer
Details of complaint are established

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Summary of complaint is documented accurately

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Initial explanations about process and apologies appropriate to individual customer’s situation are conveyed to customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify options to resolve complaint

  1. Possible options for resolving complaint are identified according to workplace procedures
  2. Solutions outside individual level of responsibility are referred to supervisor
Possible options for resolving complaint are identified according to workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Solutions outside individual level of responsibility are referred to supervisor

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Act to resolve complaint

  1. Chosen solution is outlined to customer according to workplace procedures
  2. Chosen solution is implemented within required timeframe and conditions are negotiated with customer
  3. Complaint is referred to supervisor if resolution is not possible or where additional levels of authorisation are required
Chosen solution is outlined to customer according to workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Chosen solution is implemented within required timeframe and conditions are negotiated with customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complaint is referred to supervisor if resolution is not possible or where additional levels of authorisation are required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide feedback on complaint resolution process

  1. Effectiveness of complaint resolution solution is assessed against customer feedback
  2. Changes required to improve complaint resolution procedures are identified and passed on to supervisor for consideration according to workplace procedures
  3. Workplace documentation is processed according to workplace procedures
Effectiveness of complaint resolution solution is assessed against customer feedback

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Changes required to improve complaint resolution procedures are identified and passed on to supervisor for consideration according to workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Workplace documentation is processed according to workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Clarify nature of complaint

  1. Details of complaint are established
  2. Summary of complaint is documented accurately
  3. Initial explanations about process and apologies appropriate to individual customer’s situation are conveyed to customer
Details of complaint are established

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Summary of complaint is documented accurately

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Initial explanations about process and apologies appropriate to individual customer’s situation are conveyed to customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify options to resolve complaint

  1. Possible options for resolving complaint are identified according to workplace procedures
  2. Solutions outside individual level of responsibility are referred to supervisor
Possible options for resolving complaint are identified according to workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Solutions outside individual level of responsibility are referred to supervisor

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Act to resolve complaint

  1. Chosen solution is outlined to customer according to workplace procedures
  2. Chosen solution is implemented within required timeframe and conditions are negotiated with customer
  3. Complaint is referred to supervisor if resolution is not possible or where additional levels of authorisation are required
Chosen solution is outlined to customer according to workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Chosen solution is implemented within required timeframe and conditions are negotiated with customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complaint is referred to supervisor if resolution is not possible or where additional levels of authorisation are required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide feedback on complaint resolution process

  1. Effectiveness of complaint resolution solution is assessed against customer feedback
  2. Changes required to improve complaint resolution procedures are identified and passed on to supervisor for consideration according to workplace procedures
  3. Workplace documentation is processed according to workplace procedures
Effectiveness of complaint resolution solution is assessed against customer feedback

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Changes required to improve complaint resolution procedures are identified and passed on to supervisor for consideration according to workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Workplace documentation is processed 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. 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

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. 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

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.

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.

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.