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Evidence Guide: BSBCMM301 - Process customer complaints

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

 

BSBCMM301 - Process customer complaints

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

Respond to complaints

  1. Process customer complaints using effective communication according to organisational procedures established under organisational policies, legislation or codes of practice
  2. Obtain, document and review reports relating to customer complaints
  3. Make decisions about customer complaints, taking into account applicable legislation, organisational policies and codes
  4. Negotiate resolution of the complaint and obtain agreement where possible
  5. Maintain a register of complaints/disputes
  6. Inform customer of the outcome of the investigation
Process customer complaints using effective communication according to organisational procedures established under organisational policies, legislation or codes of practice

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain, document and review reports relating to customer complaints

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make decisions about customer complaints, taking into account applicable legislation, organisational policies and codes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate resolution of the complaint and obtain agreement where possible

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain a register of complaints/disputes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Inform customer of the outcome of the investigation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer complaints

  1. Identify complaints that require referral to other personnel or external bodies
  2. Make referrals to appropriate personnel for followup in accordance with individual level of responsibility
  3. Forward all documents and investigation reports
  4. Followup appropriate personnel to gain prompt decisions
Identify complaints that require referral to other personnel or external bodies

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make referrals to appropriate personnel for followup in accordance with individual level of responsibility

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Forward all documents and investigation reports

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Followup appropriate personnel to gain prompt decisions

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Exercise judgement to resolve customer service issues

  1. Identify implications of issues for customer and organisation
  2. Analyse, explain and negotiate appropriate options for resolution with customer
  3. Propose viable options in accordance with appropriate legislative requirements and enterprise policies
  4. Ensure matters for which a solution cannot be negotiated are referred to appropriate personnel
Identify implications of issues for customer and organisation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse, explain and negotiate appropriate options for resolution with customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Propose viable options in accordance with appropriate legislative requirements and enterprise policies

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure matters for which a solution cannot be negotiated are referred to appropriate personnel

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Respond to complaints

1.1 Process customer complaints using effective communication according to organisational procedures established under organisational policies, legislation or codes of practice

1.2 Obtain, document and review reports relating to customer complaints

1.3 Make decisions about customer complaints, taking into account applicable legislation, organisational policies and codes

1.4 Negotiate resolution of the complaint and obtain agreement where possible

1.5 Maintain a register of complaints/disputes

1.6 Inform customer of the outcome of the investigation

2 Refer complaints

2.1 Identify complaints that require referral to other personnel or external bodies

2.2 Make referrals to appropriate personnel for followup in accordance with individual level of responsibility

2.3 Forward all documents and investigation reports

2.4 Followup appropriate personnel to gain prompt decisions

3 Exercise judgement to resolve customer service issues

3.1 Identify implications of issues for customer and organisation

3.2 Analyse, explain and negotiate appropriate options for resolution with customer

3.3 Propose viable options in accordance with appropriate legislative requirements and enterprise policies

3.4 Ensure matters for which a solution cannot be negotiated are referred to appropriate personnel

Required Skills and Knowledge

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1 Respond to complaints

1.1 Process customer complaints using effective communication according to organisational procedures established under organisational policies, legislation or codes of practice

1.2 Obtain, document and review reports relating to customer complaints

1.3 Make decisions about customer complaints, taking into account applicable legislation, organisational policies and codes

1.4 Negotiate resolution of the complaint and obtain agreement where possible

1.5 Maintain a register of complaints/disputes

1.6 Inform customer of the outcome of the investigation

2 Refer complaints

2.1 Identify complaints that require referral to other personnel or external bodies

2.2 Make referrals to appropriate personnel for followup in accordance with individual level of responsibility

2.3 Forward all documents and investigation reports

2.4 Followup appropriate personnel to gain prompt decisions

3 Exercise judgement to resolve customer service issues

3.1 Identify implications of issues for customer and organisation

3.2 Analyse, explain and negotiate appropriate options for resolution with customer

3.3 Propose viable options in accordance with appropriate legislative requirements and enterprise policies

3.4 Ensure matters for which a solution cannot be negotiated are referred to appropriate personnel