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.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1 Respond to complaints | 1.1 Process customer complaints using effective communication according to organisational procedures established under organisational policies, legislation or codes of practice 1.2 Obtain, document and review reports relating to customer complaints 1.3 Make decisions about customer complaints, taking into account applicable legislation, organisational policies and codes 1.4 Negotiate resolution of the complaint and obtain agreement where possible 1.5 Maintain a register of complaints/disputes 1.6 Inform customer of the outcome of the investigation |
2 Refer complaints | 2.1 Identify complaints that require referral to other personnel or external bodies 2.2 Make referrals to appropriate personnel for follow 2.3 Forward all documents and investigation reports 2.4 Follow |
3 Exercise judgement to resolve customer service issues | 3.1 Identify implications of issues for customer and organisation 3.2 Analyse, explain and negotiate appropriate options for resolution with customer 3.3 Propose viable options in accordance with appropriate legislative requirements and enterprise policies 3.4 Ensure matters for which a solution cannot be negotiated are referred to appropriate personnel |
Foundation Skills
This section describes language, literacy, numeracy and employment skills incorporated in the performance criteria that are required for competent performance.
Skill | Performance Criteria | Description |
Reading | 1.1, 1.2, 1.3, 2.1, 3.3 | Recognises, identifies and interprets textual information to determine legislative, regulatory and organisational requirements |
Writing | 1.2, 1.5, 1.6, 2.2, 3.3 | Documents complaints and actions taken in accordance with organisational requirements Records spoken information clearly and accurately for future reference |
Oral Communication | 1.1, 1.4, 1.6, 2.2, 2.4, 3.2, 3.3, 3.4 | Presents or requests information using words and non-verbal features appropriate to the audience and context Uses listening and questioning techniques to gather information and confirm understanding |
Navigate the world of work | 1.1, 1.3, 2.1, 3.1, 3.3 | Takes personal responsibility for following organisational policies and procedures and legislative requirements |
Interact with others | 1.4, 2.2, 2.4, 3.2, 3.3, 3.4 | Follows organisational communication practices and procedures when referring complaints, seeking advice or negotiating outcomes |
Get the work done | 1.1, 1.2, 1.3, 1.4, 1.5, 2.2-2.4, 3.1 | Takes responsibility for planning, sequencing and completing tasks to achieve required outcomes Addresses less predictable problems applying problem solving processes in determining solutions that meet organisational requirements Uses the main features and functions of digital tools to complete work tasks |
Sectors
Communication – Interpersonal Communication