Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
AURSAA2001 Mapping and Delivery Guide
Process customer complaints
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | AURSAA2001 - Process customer complaints |
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Description | This unit of competency covers the competence to deal with customer complaints in a manner satisfying the customer but complies with enterprise policies and procedures. Licensing, legislative, regulatory or certification requirements may apply to this unit in some jurisdictions. Users are advised to check with the relevant regulatory authority. | ||
Employability Skills | This unit contains employability skills. | ||
Learning Outcomes and Application | Every action or output has a customer and therefore customers may be internal work colleagues or external to the enterprise. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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Prerequisites/co-requisites | Not applicable. Not applicable. | ||
Competency Field | Administration |
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: Clarify the nature of complaint |
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Element: Identify options for complaint resolution |
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Element: Act to resolve complaint |
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