Elements and Performance Criteria

The Range of Variables explains the contexts within which the performance and knowledge requirements of this standard may be assessed. The scope of variables chosen in training and assessment requirements may depend on the work situations available.

Who may be a customer?
Customers may be either internal or external, and may include but are not limited to, customers with routine or special requests, regular and new customers, people from a range of social, cultural or ethnic backgrounds, or people with varying physical and mental abilities.

What types of complaint may be made?
Types of complaints may range from simple customer dissatisfaction that can be resolved on the spot, to scenarios where external bodies such as police are required. Examples of complaints may include: product quality or misunderstanding of its purpose, service dissatisfaction, price or quantity errors, delivery issues, manufacturers warranty, or service.

What may be included in organisational policy and procedures?
Complaints procedures, organisational standard report forms, job descriptions, code of ethics, staff appearance and presentation, and quality systems, standards and guidelines.

What legislation, regulations and codes of practice may be relevant?
Consumer law, environmental law, OHS, discrimination/equal employment opportunity, harassment and other laws specific to local government, State and Federal legislation, privacy legislation, resolution of complaints, and codes of conduct.

What form may documentation take?
Written, e.g. forms and reports, audio-visual, e.g. tapes and computer based systems.

What types of referrals may be made?
Supervisor, manufacturer/supplier or technical expert within enterprise, external bodies, e.g. ombudsman, consumer affairs, or ICAC, police.

Who may be a customer?
Customers may be either internal or external, and may include but are not limited to, customers with routine or special requests, regular and new customers, people from a range of social, cultural or ethnic backgrounds, or people with varying physical and mental abilities.

What types of complaint may be made?
Types of complaints may range from simple customer dissatisfaction that can be resolved on the spot, to scenarios where external bodies such as police are required. Examples of complaints may include: product quality or misunderstanding of its purpose, service dissatisfaction, price or quantity errors, delivery issues, manufacturers warranty, or service.

What may be included in organisational policy and procedures?
Complaints procedures, organisational standard report forms, job descriptions, code of ethics, staff appearance and presentation, and quality systems, standards and guidelines.

What legislation, regulations and codes of practice may be relevant?
Consumer law, environmental law, OHS, discrimination/equal employment opportunity, harassment and other laws specific to local government, State and Federal legislation, privacy legislation, resolution of complaints, and codes of conduct.

What form may documentation take?
Written, e.g. forms and reports, audio-visual, e.g. tapes and computer based systems.

What types of referrals may be made?
Supervisor, manufacturer/supplier or technical expert within enterprise, external bodies, e.g. ombudsman, consumer affairs, or ICAC, police.

What evidence is required to demonstrate competence for this standard as a whole?
Competence in processing customer complaints requires evidence of the ability to identify the need(s) required by the customer and to process the complaint to standard and in an appropriate time frame, or recommend appropriate action arising from the complaint.
The skills and knowledge required to process customer complaints must be transferable to a different work environment. For example, competency may be demonstrated in either an agricultural or horticultural merchandise setting. These settings could be urban and/or rural work environments in small, medium or large multi purpose or specialist businesses.
What specific knowledge is needed to achieve the performance criteria?

Knowledge and understanding are essential to apply this standard in the workplace, to transfer the skills to other contexts, and to deal with unplanned events. The knowledge requirements for this competency standard are listed below:

State/Territory/Commonwealth legislation, regulations, industry codes of practice, standards and guidelines
organisational policy and procedures for dealing with complaints
the importance of customer complaints
the importance of good communication
the individuals role in processing customer complaints.

What specific skills are needed to achieve the performance criteria?

To achieve the performance criteria, appropriate literacy and numeracy levels as well as some complementary skills are required. These include the ability to:

the ability to apply organisational and/or industry procedures to a range of situations, and to exercise judgement in this application, along with an ability to facilitate other people to undertake appropriate customer service
active listening
using open and/or closed questions
speaking clearly and concisely
using appropriate language and tone of voice
giving customers full attention
maintaining eye-contact (for face-to-face interactions)
non-verbal communication, e.g. body language, personal presentation (for face-to-face interactions)
negotiation techniques
clear, legible writing/language skills which allow for adequate communication with required people
literacy skills to the level required to process complaints
numeracy skills to the level required to interpret the customer complaints and take required actions.

Are there other competency standards that could be assessed with this one?
This competency standard

Essential Assessment Information
There is essential information about

What specific knowledge is needed to achieve the performance criteria?

Knowledge and understanding are essential to apply this standard in the workplace, to transfer the skills to other contexts, and to deal with unplanned events. The knowledge requirements for this competency standard are listed below:

State/Territory/Commonwealth legislation, regulations, industry codes of practice, standards and guidelines
organisational policy and procedures for dealing with complaints
the importance of customer complaints
the importance of good communication
the individuals role in processing customer complaints.

What specific skills are needed to achieve the performance criteria?

To achieve the performance criteria, appropriate literacy and numeracy levels as well as some complementary skills are required. These include the ability to:

the ability to apply organisational and/or industry procedures to a range of situations, and to exercise judgement in this application, along with an ability to facilitate other people to undertake appropriate customer service
active listening
using open and/or closed questions
speaking clearly and concisely
using appropriate language and tone of voice
giving customers full attention
maintaining eye-contact (for face-to-face interactions)
non-verbal communication, e.g. body language, personal presentation (for face-to-face interactions)
negotiation techniques
clear, legible writing/language skills which allow for adequate communication with required people
literacy skills to the level required to process complaints
numeracy skills to the level required to interpret the customer complaints and take required actions.

Are there other competency standards that could be assessed with this one?
This competency standard

Essential Assessment Information
There is essential information about

There are a number of processes that are learnt throughout work and life, which are required in all jobs. They are fundamental processes and generally transferable to other work functions. Some of these are covered by the key competencies, although others may be added. The questions below highlight how these processes are applied in this competency standard. Following each question a number in brackets indicates the level to which the key competency needs to be demonstrated where 0 = not required, 1 = perform the process, 2 = perform and administer the process and 3 = perform, administer and design the process.
Communicating ideas and information
By discussing the customers concerns and issues. (2)

Communicating ideas and information
By discussing the customers concerns and issues. (2)

Collecting analysing and organising information
By recording the nature of the complaint in accordance with enterprise requirements. (2)

Collecting analysing and organising information
By recording the nature of the complaint in accordance with enterprise requirements. (2)

Planning and organising activities
Complaint resolution processes followed to negotiate a resolution. (2)

Planning and organising activities
Complaint resolution processes followed to negotiate a resolution. (2)

Working with others and in teams
Referring complaint to another staff member or relevant body. (1)

Working with others and in teams
Referring complaint to another staff member or relevant body. (1)

Using mathematical ideas and techniques
By calculating price reductions and refunds. (1)

Using mathematical ideas and techniques
By calculating price reductions and refunds. (1)

Solving problems
By seeking to negotiate an outcome satisfactory to all parties. (2)

Solving problems
By seeking to negotiate an outcome satisfactory to all parties. (2)

Using technology
Processes and complaints may be filed electronically (1)

Using technology
Processes and complaints may be filed electronically (1)