Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
CPPCMN3004A Mapping and Delivery Guide
Respond to enquiries and complaints
Version 1.0
Issue Date: June 2024
Qualification | - |
Unit of Competency | CPPCMN3004A - Respond to enquiries and complaints |
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Description | This unit of competency specifies the outcomes required to respond effectively to client enquiries and complaints regarding company services. The worker needs to handle formal or informal enquiries, as well as negative feedback and complaints from clients, about products and services. The unit requires the worker to accept responsibility for processing client enquiries or complaints and communicating with clients to resolve issues. It also requires the worker to have research ability and administrative skills in order to satisfy complex client needs, and to be familiar with products and services that may vary widely.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. | ||
Employability Skills | This unit contains employability skills. | ||
Learning Outcomes and Application | The unit may be expected to apply to a worker who has significant contact with external clients. The worker could provide information on routine, well-defined services or products to clients, or deal with enquiries or complaints of a more complex nature.This unit of competency supports employees without managerial or supervisory responsibilities. Performance would usually be carried out under routine supervision, within company guidelines. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. |
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Prerequisites/co-requisites | Nil | ||
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: Research information relevant to enquiry or complaint. |
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Element: Refer enquiries or complaints. |
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Element: Communicate with clients and/or their agents to resolve issue. |
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Element: Satisfy complex client needs. |
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Element: Update relevant files and records. |
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Element: Update policy and procedures where required. |
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