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Evidence Guide: AHCMER301 - Process customer complaints

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

AHCMER301 - Process customer complaints

What evidence can you provide to prove your understanding of each of the following citeria?

Respond to customer complaints

  1. Process complaints as per organisational policies and procedures
  2. Obtain, document and review reports relating to the complaints
  3. Make decisions taking into account applicable law, company policies and codes
  4. Negotiate resolution of the complaint and seek agreement where possible
  5. Maintain a register of complaints and disputes
  6. Inform customer of outcome of investigation
Process complaints as per organisational policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain, document and review reports relating to the complaints

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make decisions taking into account applicable law, company policies and codes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Negotiate resolution of the complaint and seek agreement where possible

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain a register of complaints and disputes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Inform customer of outcome of investigation

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Refer complaints

  1. Identify complaints that require referral to other personnel or external bodies
  2. Make referrals to appropriate personnel for follow up
  3. Forward all documents and investigation reports
  4. Ensure appropriate personnel are followed up to gain prompt decisions
Identify complaints that require referral to other personnel or external bodies

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Make referrals to appropriate personnel for follow up

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Forward all documents and investigation reports

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Ensure appropriate personnel are followed up to gain prompt decisions

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

Element

Performance criteria

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Respond to customer complaints

1.1 Process complaints as per organisational policies and procedures

1.2 Obtain, document and review reports relating to the complaints

1.3 Make decisions taking into account applicable law, company policies and codes

1.4 Negotiate resolution of the complaint and seek agreement where possible

1.5 Maintain a register of complaints and disputes

1.6 Inform customer of outcome of 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 up

2.3 Forward all documents and investigation reports

2.4 Ensure appropriate personnel are followed up to gain prompt decisions

Required Skills and Knowledge

Element

Performance criteria

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Respond to customer complaints

1.1 Process complaints as per organisational policies and procedures

1.2 Obtain, document and review reports relating to the complaints

1.3 Make decisions taking into account applicable law, company policies and codes

1.4 Negotiate resolution of the complaint and seek agreement where possible

1.5 Maintain a register of complaints and disputes

1.6 Inform customer of outcome of 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 up

2.3 Forward all documents and investigation reports

2.4 Ensure appropriate personnel are followed up to gain prompt decisions

The candidate must be assessed on their ability to integrate and apply the performance requirements of this unit in a workplace setting. Performance must be demonstrated consistently over time and in a suitable range of contexts.

The candidate must provide evidence that they can:

apply organisational or industry procedures for customer complaints

investigate the details of and background to the complaint and refer to other parties if required

negotiate an outcome with the customer if appropriate

process the complaint according to enterprise policy

recommend appropriate action arising from the complaint

The candidate must demonstrate knowledge of:

State/Territory/Commonwealth legislation, regulations, industry codes of practice, standards and guidelines

organisational policy and procedures for dealing with complaints

strategies for dealing with customer complaints

negotiation and communication strategies

the individual's role in processing customer complaints

Range Statement