Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
BSBCMM301 Mapping and Delivery Guide
Process customer complaints
Version 1.0
Issue Date: June 2024
Qualification | - |
Unit of Competency | BSBCMM301 - Process customer complaints |
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Description | |||
Employability Skills | |||
Learning Outcomes and Application | This unit describes skills and knowledge required to handle formal and informal negative feedback and complaints from customers. It applies to individuals who apply a broad range of competencies and may exercise discretion and judgement using appropriate knowledge of products, customer service systems and organisational policies to provide technical advice and support to a team.No licensing, legislative or certification requirements 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. |
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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 complaints |
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Element: Refer complaints |
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Element: Exercise judgement to resolve customer service issues |
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