Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
AHCMER301A Mapping and Delivery Guide
Process customer complaints
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | AHCMER301A - Process customer complaints |
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Description | This unit covers the process of handling negative feedback/complaints from customers, whether formal or informal and defines the standard required to: apply organisational and/or industry procedures for customer complaints; investigate the details of and background to the complaint and refer to other parties if required; negotiate an outcome with the customer if appropriate; process the complaint according to enterprise policy; recommend appropriate action arising from the complaint. | ||
Employability Skills | This unit contains employability skills. | ||
Learning Outcomes and Application | This unit requires the ability to identify the customer's need(s) and to process the complaint to standard and in an appropriate time frame, or to recommend appropriate action(s) arising from the complaint. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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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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