Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
CPPCMN3004 Mapping and Delivery Guide
Respond to enquiries and complaints
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | CPPCMN3004 - Respond to enquiries and complaints |
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Description | |||
Employability Skills | |||
Learning Outcomes and Application | This unit of competency specifies the outcomes required to respond effectively to client enquiries and complaints regarding company products and services. The worker needs to handle formal and informal enquiries, as well as negative feedback and complaints from clients. The unit covers acknowledging and processing client enquiries and complaints, and communicating with clients to resolve issues. It also covers researching and documenting relevant information relating to an enquiry or complaint, which may include site visits where required; and referring the enquiry or complaint to other personnel or external organisations where appropriate.The unit supports employees without managerial or supervisory responsibilities. Performance would usually be carried out under routine supervision, within company guidelines. It applies to workers who have significant contact with clients and who provide information on routine, well-defined services or products to clients, and deal with enquiries or complaints of a more complex nature.Licensing, legislative, regulatory or certification requirements apply to this unit in some States. Relevant state and territory regulatory authorities should be consulted to confirm those requirements. | ||
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: Identify nature and type of enquiry or complaint. |
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Element: Investigate enquiry or complaint. |
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Element: Refer enquiry or complaint. |
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Element: Determine and communicate solution to client and relevant staff. |
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Element: Satisfy complex client needs. |
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Element: Update company information |
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