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Evidence Guide: CPPCMN3004 - Respond to enquiries and 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

 

CPPCMN3004 - Respond to enquiries and complaints

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

Identify nature and type of enquiry or complaint.

  1. Client is addressed according to company requirements.
  2. Details of enquiry or complaint and degree of urgency are clarified and confirmed with client according to company requirements.
  3. Details of enquiry or complaint are recorded according to company and legislative requirements.
  4. Impact of relevant legislative and company requirements on handling of enquiry or complaint is identified.
  5. Arrangements are made for enquiries or complaints requiring additional research and follow-up, according to company requirements.
Client is addressed according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Details of enquiry or complaint and degree of urgency are clarified and confirmed with client according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Details of enquiry or complaint are recorded according to company and legislative requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Impact of relevant legislative and company requirements on handling of enquiry or complaint is identified.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Arrangements are made for enquiries or complaints requiring additional research and follow-up, according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Investigate enquiry or complaint.

  1. Information relevant to enquiry or complaint is obtained from internal and external sources as appropriate according to company requirements.
  2. Site is inspected with client, where required, to clarify details of the enquiry or complaint according to company requirements.
  3. Possible solutions to enquiry or complaint are determined and likelihood of associated problems is assessed using available information according to company requirements.
  4. Advice is sought from appropriate personnel where necessary on nature of enquiry or complaint, and proposed solution according to company requirements.
Information relevant to enquiry or complaint is obtained from internal and external sources as appropriate according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Site is inspected with client, where required, to clarify details of the enquiry or complaint according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Possible solutions to enquiry or complaint are determined and likelihood of associated problems is assessed using available information according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Advice is sought from appropriate personnel where necessary on nature of enquiry or complaint, and proposed solution according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer enquiry or complaint.

  1. Enquiry or complaint that requires referral to other company personnel or external bodies is identified according to company and legislative requirements.
  2. Referral to appropriate personnel is made according to individual level of responsibility and company requirements.
  3. Investigation report and other relevant documentation are forwarded to appropriate personnel according to company requirements.
  4. Progress of referred enquiry or complaint is followed up with appropriate personnel according to company requirements and within expected timeframes.
Enquiry or complaint that requires referral to other company personnel or external bodies is identified according to company and legislative requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Referral to appropriate personnel is made according to individual level of responsibility and company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Investigation report and other relevant documentation are forwarded to appropriate personnel according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Progress of referred enquiry or complaint is followed up with appropriate personnel according to company requirements and within expected timeframes.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine and communicate solution to client and relevant staff.

  1. Solution to enquiry or complaint is determined and documented according to company requirements.
  2. Method for responding to client or their agent is established according to nature of enquiry or complaint and company requirements.
  3. Response to enquiry or complaint is prepared and communicated to client or their agent according to company requirements.
  4. Client or agent agreement to solution is confirmed, or solution is negotiated according to company requirements.
  5. Relevant staff members are promptly advised of work allocations required to resolve enquiry or complaint according to company requirements.
Solution to enquiry or complaint is determined and documented according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Method for responding to client or their agent is established according to nature of enquiry or complaint and company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Response to enquiry or complaint is prepared and communicated to client or their agent according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Client or agent agreement to solution is confirmed, or solution is negotiated according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Relevant staff members are promptly advised of work allocations required to resolve enquiry or complaint according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Satisfy complex client needs.

  1. Complex needs requiring adaptation of routine products or services are identified and clarified with client.
  2. Possibilities for meeting client needs are explained to client according to legislative and company requirements.
  3. Client is assisted to evaluate product and service options to satisfy needs according to legislative and company requirements.
  4. Preferred action is determined and prioritised according to legislative and company requirements.
  5. Potential difficulties in client service delivery are identified and appropriate action is taken according to legislative and company requirements.
Complex needs requiring adaptation of routine products or services are identified and clarified with client.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Possibilities for meeting client needs are explained to client according to legislative and company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Client is assisted to evaluate product and service options to satisfy needs according to legislative and company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Preferred action is determined and prioritised according to legislative and company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Potential difficulties in client service delivery are identified and appropriate action is taken according to legislative and company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Update company information

  1. Information on type and source of enquiry or complaint is collated and processed according to company requirements.
  2. Information on identified problems and solutions is recorded, processed and reported according to company requirements.
  3. Information on resolved enquiry or complaint is shared with co-workers according to legislative and company requirements and strategies to avoid repeat issues are discussed.
Information on type and source of enquiry or complaint is collated and processed according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information on identified problems and solutions is recorded, processed and reported according to company requirements.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information on resolved enquiry or complaint is shared with co-workers according to legislative and company requirements and strategies to avoid repeat issues are discussed.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions.

1.

Identify nature and type of enquiry or complaint.

1.1.

Client is addressed according to company requirements.

1.2.

Details of enquiry or complaint and degree of urgency are clarified and confirmed with client according to company requirements.

1.3.

Details of enquiry or complaint are recorded according to company and legislative requirements.

1.4.

Impact of relevant legislative and company requirements on handling of enquiry or complaint is identified.

1.5.

Arrangements are made for enquiries or complaints requiring additional research and follow-up, according to company requirements.

2.

Investigate enquiry or complaint.

2.1.

Information relevant to enquiry or complaint is obtained from internal and external sources as appropriate according to company requirements.

2.2.

Site is inspected with client, where required, to clarify details of the enquiry or complaint according to company requirements.

2.3.

Possible solutions to enquiry or complaint are determined and likelihood of associated problems is assessed using available information according to company requirements.

2.4.

Advice is sought from appropriate personnel where necessary on nature of enquiry or complaint, and proposed solution according to company requirements.

3.

Refer enquiry or complaint.

3.1.

Enquiry or complaint that requires referral to other company personnel or external bodies is identified according to company and legislative requirements.

3.2.

Referral to appropriate personnel is made according to individual level of responsibility and company requirements.

3.3.

Investigation report and other relevant documentation are forwarded to appropriate personnel according to company requirements.

3.4.

Progress of referred enquiry or complaint is followed up with appropriate personnel according to company requirements and within expected timeframes.

4.

Determine and communicate solution to client and relevant staff.

4.1.

Solution to enquiry or complaint is determined and documented according to company requirements.

4.2.

Method for responding to client or their agent is established according to nature of enquiry or complaint and company requirements.

4.3.

Response to enquiry or complaint is prepared and communicated to client or their agent according to company requirements.

4.4.

Client or agent agreement to solution is confirmed, or solution is negotiated according to company requirements.

4.5.

Relevant staff members are promptly advised of work allocations required to resolve enquiry or complaint according to company requirements.

5.

Satisfy complex client needs.

5.1.

Complex needs requiring adaptation of routine products or services are identified and clarified with client.

5.2.

Possibilities for meeting client needs are explained to client according to legislative and company requirements.

5.3.

Client is assisted to evaluate product and service options to satisfy needs according to legislative and company requirements.

5.4.

Preferred action is determined and prioritised according to legislative and company requirements.

5.5.

Potential difficulties in client service delivery are identified and appropriate action is taken according to legislative and company requirements.

6.

Update company information

6.1.

Information on type and source of enquiry or complaint is collated and processed according to company requirements.

6.2.

Information on identified problems and solutions is recorded, processed and reported according to company requirements.

6.3.

Information on resolved enquiry or complaint is shared with co-workers according to legislative and company requirements and strategies to avoid repeat issues are discussed.

Required Skills and Knowledge

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the range of conditions.

1.

Identify nature and type of enquiry or complaint.

1.1.

Client is addressed according to company requirements.

1.2.

Details of enquiry or complaint and degree of urgency are clarified and confirmed with client according to company requirements.

1.3.

Details of enquiry or complaint are recorded according to company and legislative requirements.

1.4.

Impact of relevant legislative and company requirements on handling of enquiry or complaint is identified.

1.5.

Arrangements are made for enquiries or complaints requiring additional research and follow-up, according to company requirements.

2.

Investigate enquiry or complaint.

2.1.

Information relevant to enquiry or complaint is obtained from internal and external sources as appropriate according to company requirements.

2.2.

Site is inspected with client, where required, to clarify details of the enquiry or complaint according to company requirements.

2.3.

Possible solutions to enquiry or complaint are determined and likelihood of associated problems is assessed using available information according to company requirements.

2.4.

Advice is sought from appropriate personnel where necessary on nature of enquiry or complaint, and proposed solution according to company requirements.

3.

Refer enquiry or complaint.

3.1.

Enquiry or complaint that requires referral to other company personnel or external bodies is identified according to company and legislative requirements.

3.2.

Referral to appropriate personnel is made according to individual level of responsibility and company requirements.

3.3.

Investigation report and other relevant documentation are forwarded to appropriate personnel according to company requirements.

3.4.

Progress of referred enquiry or complaint is followed up with appropriate personnel according to company requirements and within expected timeframes.

4.

Determine and communicate solution to client and relevant staff.

4.1.

Solution to enquiry or complaint is determined and documented according to company requirements.

4.2.

Method for responding to client or their agent is established according to nature of enquiry or complaint and company requirements.

4.3.

Response to enquiry or complaint is prepared and communicated to client or their agent according to company requirements.

4.4.

Client or agent agreement to solution is confirmed, or solution is negotiated according to company requirements.

4.5.

Relevant staff members are promptly advised of work allocations required to resolve enquiry or complaint according to company requirements.

5.

Satisfy complex client needs.

5.1.

Complex needs requiring adaptation of routine products or services are identified and clarified with client.

5.2.

Possibilities for meeting client needs are explained to client according to legislative and company requirements.

5.3.

Client is assisted to evaluate product and service options to satisfy needs according to legislative and company requirements.

5.4.

Preferred action is determined and prioritised according to legislative and company requirements.

5.5.

Potential difficulties in client service delivery are identified and appropriate action is taken according to legislative and company requirements.

6.

Update company information

6.1.

Information on type and source of enquiry or complaint is collated and processed according to company requirements.

6.2.

Information on identified problems and solutions is recorded, processed and reported according to company requirements.

6.3.

Information on resolved enquiry or complaint is shared with co-workers according to legislative and company requirements and strategies to avoid repeat issues are discussed.

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.

Clients must include those with one or more of the following:

routine enquiry for advice or general information that requires no specific research

suggestion for service or product improvement

special enquiry requiring further research or consultation with other staff

routine complaint requiring investigation to clarify details

complex complaint requiring referral to other technical or supervisory personnel

complex need involving adaptation or combination of products and/or services.

Information must include:

client records, including verbal reports from staff if available

company policies and procedures relevant to the enquiry or complaint

legislative requirements relevant to the enquiry or complaint

manufacturer information relevant to the enquiry or complaint

workplace information relevant to the enquiry or complaint.

Appropriate personnel must include one or more of the following:

colleagues

manufacturers

staff and employee representatives

supervisors

suppliers

technical experts.

Method for responding must include one or more of the following:

email

face-to-face meeting

letter

phone call.