Process customer complaints

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in columns headings to check that all performance criteria have been covered.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

XML
this is the source material provided by training.gov.au, transformed into the useful formats found on this site :-)
WikiSpaces
mark up the unit in a wiki format, ready to copy and paste into a wikispaces wiki page.
Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Registered Training Organisations
Trying to find someone to train or assess you for 'Process customer complaints'? This link lists all the RTOs that are currently registered to deliver BSBCMM301A, 'Process customer complaints'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Process customer complaints' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)
Resource Links
I tried writing some AI to extract important words and phrases from the unit and link them to wikipedia articles and other relevant online resources. Sometimes this routine was more A than I, but on the whole I'm happy with the results.
Wordle
create a wordle tag cloud from the unit's elements, performance criteria and range statement, then capture the screen - ready to include as an image in your online course or handouts.


Elements and Performance Criteria

ELEMENT

PERFORMANCE CRITERIA

1. Respond to complaints

1.1. Process customer complaints using effective communication in accordance with organisational procedures established under organisational policies, legislation or codes of practice

1.2. Obtain, document and review necessary 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-up in accordance with individual level of responsibility

2.3. Forward all documents and investigation reports

2.4. Follow-up appropriate personnel to gain prompt decisions

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


Qualifications and Skillsets

BSBCMM301A appears in the following qualifications:

  • LMF32009 - Certificate III in Kitchens and Bathrooms (Client Services)
  • FNS30410 - Certificate III in Mercantile Agents
  • FNS30510 - Certificate III in General Insurance
  • FNS30210 - Certificate III in Personal Injury Management (ClaimsManagement)
  • FNS30310 - Certificate III in Accounts Administration
  • FNS40110 - Certificate IV in Credit Management
  • FNS30610 - Certificate III in Insurance Broking
  • FNS30710 - Certificate III in Life insurance
  • CPP30211 - Certificate III in Property Services (Agency)
  • BSB30807 - Certificate III in Recordkeeping
  • BSB30110 - Certificate III in Business
  • BSB30707 - Certificate III in Occupational Health and Safety
  • BSB30407 - Certificate III in Business Administration
  • BSB30607 - Certificate III in International Trade
  • BSB30207 - Certificate III in Customer Contact
  • BSB31107 - Certificate III in Business Administration (Medical)
  • BSB30907 - Certificate III in Business Administration (Education)
  • BSB20207 - Certificate II in Customer Contact
  • BSB31007 - Certificate III in Business Administration (Legal)
  • PSP42210 - Certificate IV in Government (Workplace Relations)
  • FPI30605 - Certificate III in Timber Merchandising
  • CUS30309 - Certificate III in Music Business
  • AVI20408 - Certificate II in Aviation (Ground Operations and Service)
  • TLI32410 - Certificate III in Logistics
  • TLI21810 - Certificate II in Logistics

And the skillsets: