Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

AURC463238A Mapping and Delivery Guide
Manage complex customer issues

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency AURC463238A - Manage complex customer issues
Description This unit covers the competence required to examine the cause of a complaint and act within limits of authority to resolve the complaint and document the issue and outcome.This unit covers the competence required to examine the cause of a complaint and act within limits of authority to resolve the complaint and document the issue and outcome.
Employability Skills
Learning Outcomes and Application
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
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
Elements of Competency Performance Criteria              
Element: Examine the nature of the issue
  • All facts relating to the issue are ascertained
  • Customer feelings and opinions are understood through effective communication
  • Enterprise and/or supplier policies relating to the issue are determined
       
Element: Exercise judgement to resolve the issue
  • Implications of the issue for the customer and organisation are identified
  • Options for resolution are analysed and negotiated with the customer
  • Proposed options are in accordance with legislative requirements and enterprise policies
  • Matters for which a solution cannot be negotiated are referred to management
       
Element: Document issue and outcome
  • Outcome of the issue is reported to management
  • Issue and outcome is incorporated into customer feedback system
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The Evidence Guide identifies critical aspects, knowledge and skills to be demonstrated to confirm competence for this unit. This is an integral part of the assessment of competence and should be read in conjunction with the Range Statement.

Critical aspects of evidence

It is essential that competence is fully observed and there is ability to transfer competence to changing circumstances and to respond to unusual situations in the critical aspects of:

examining the cause of the complaint, acting within limits of authority to resolve the complaint and documenting the issue and outcome

Underpinning knowledge

OH&S legislation

Industry and legislative requirements

Enterprise standards and procedures

Specific key competencies, underpinning and employability skills required to achieve the performance criteria

These include a number of processes learned throughout work and life, which are required in most jobs. Some of these are covered by the national key competencies, although others may be added. The details below highlight how these competencies are applied in the attainment of this unit.

Application of the key competencies in this unit are to satisfy the nominated level in which:

Level 1 - relates to working effectively within set conditions and processes;

Level 2 - relates to management or facilitation of conditions or processes; and

Level 3 - relates to design, development and evaluation of conditions or process.

How will the candidate apply the following key competency in this unit? The candidate will need to:

Collect, analyse and organise information

Collect, analyse and organise information related to collating and analysing customer complaints

(Level 2)

Communicate ideas and information

Communicate ideas and information ensuring staff are advised of enterprise policies and procedures and to refer unsolved complaints to management

(Level 2)

Plan and organise activities

Plan and organise activities as preferred methodologies are developed to negotiate solutions

(Level 1)

Work with others and in a team

Work with others and in a team by seeking team member advice and support

(Level 3)

Use mathematical ideas and techniques

Use mathematical ideas and techniques to ensure accurate documents are kept, including total cost of complaints

(Level 1)

Solve problems

Establish diagnostic processes ensuring customer complaints are analysed and solutions negotiated

(Level 2)

Use technology

Use workplace technology related to documenting customer complaints and data

(Level 1)

Context of assessment

Underpinning knowledge and skills may be assessed on or off the job

The assessment of practical skills must take place only after a period of supervised practice and repetitive experience. If workplace conditions are not available, assessment in simulated workplace conditions is acceptable

The prescribed outcome must be able to be achieved without direct supervision

Method of assessment

Practical assessments:

identify customer position, feelings and opinions relating to an issue

recommend and justify a proposed solution to selected issues

obtain internal and customer agreement to a proposed solution

incorporate issues and outcomes into the customer feedback system

Specific resource requirements for this unit

The following should be made available:

a workplace or simulated workplace

documentation, such as enterprise policy and procedure manuals relating to customer service, enterprise telephone directory, legislation and codes of practice

a range of customers with different requirements (real or simulated)

a communication system or a range of communication equipment

a real or simulated

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

The Range Statement provides advice to interpret the scope and context of this unit of competence, allowing for differences between enterprises and workplaces. It relates to the unit as a whole and facilitates holistic assessment. The following variables may be present for this particular unit:

Unit scope

Methods include:

communications

documenting information

Unit scope (continued)

Issues involving action at this level may be:

warranty issues

policy matters

commercial decisions taken

codes of practice

Industry/legislative/enterprise requirements for resolution may include:

consumer affairs legislation

Trade Practices Act

anti-discrimination legislation

Options for resolution may include:

rework

reduced fee for work completed/agreed

additional services for free/reduced fee

referrals to other suppliers

Unit context

This unit of competence applies to the following and should be contextualised to the qualification to which it is being applied:

RS&R

Information

Enterprise operating procedures

Product manufacturer/component supplier specifications

Customer requirements

Industry/workplace codes of practice

Safety (OH&S)

State/Territory OH&S legislation

Award provisions

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
All facts relating to the issue are ascertained 
Customer feelings and opinions are understood through effective communication 
Enterprise and/or supplier policies relating to the issue are determined 
Implications of the issue for the customer and organisation are identified 
Options for resolution are analysed and negotiated with the customer 
Proposed options are in accordance with legislative requirements and enterprise policies 
Matters for which a solution cannot be negotiated are referred to management 
Outcome of the issue is reported to management 
Issue and outcome is incorporated into customer feedback system 

Forms

Assessment Cover Sheet

AURC463238A - Manage complex customer issues
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

AURC463238A - Manage complex customer issues

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: