Elements and Performance Criteria
- Respond to complaints
- Processcustomer complaintsusingeffective communicationaccording to organisational procedures established under organisational policies, legislation or codes of practice
- Obtain,document and review reports relating to customer complaints
- Make decisions about customer complaints, taking into account applicable legislation, organisational policies and codes
- Negotiate resolution of the complaint and obtain agreement where possible
- Maintain a register of complaints/disputes
- Inform customer of the outcome of the investigation
- Refer complaints
- Exercise judgement to resolve customer service issues
- Identify implications of issues for customer and organisation
- Analyse, explain and negotiate appropriate options for resolution with customer
- Propose viable options in accordance with appropriate legislative requirements and enterprise policies
- Ensure matters for which a solution cannot be negotiated are referred to appropriate personnel