Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
AHCMER301 Mapping and Delivery Guide
Process customer complaints
Version 1.0
Issue Date: June 2024
Qualification | - |
Unit of Competency | AHCMER301 - Process customer complaints |
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Description | |||
Employability Skills | |||
Learning Outcomes and Application | This unit of competency describes the skills and knowledge required to handle formal and informal feedback and complaints from customers.All work must be carried out to comply with workplace procedures, work health and safety legislation and codes.This unit applies to individuals who work under broad direction and use discretion and judgement in the selection and use of available resources.No occupational licensing, legislative or certification requirements are known to apply to this unit at the time of publication. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. Competency is to be assessed in the workplace or simulated environment that accurately reflects performance in a real workplace setting. Assessors must satisfy current standards for RTOs. |
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Prerequisites/co-requisites | |||
Competency Field |
Development and validation strategy and guide for assessors and learners | Student Learning Resources | Handouts Activities |
Slides PPT |
Assessment 1 | Assessment 2 | Assessment 3 | Assessment 4 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Respond to customer complaints |
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Element: Refer complaints |
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