Unit of competency Outline

Date retreived
22/07/2026 3:00 PM AWST

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Manage complex customer issues in an automotive workplace

Manage complex customer issues in an automotive workplace

Unit of competency
National Code
AURAMA005
State Code
AXE71
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
14/04/2016
View on TGA
State Implementation and Classification
Approved Date
13/07/2016
Field of Education
080501 - Sales
Original Release Date
13/07/2016
Nominal Hours
32
Description
This unit describes the performance outcomes required to resolve complex customer issues and complaints. Complex customer issues include those caused by cost variations, warranty issues, policy matters, additional repair time and disputed work standards. The unit involves examining the exact nature of a customer issue, communicating effectively, making informed judgements, negotiating an outcome or referring the issue to an appropriate person, and documenting outcomes for continuous improvement.It applies to those working in the automotive sales and service industry.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Examine the nature of the issue
  • 1.1 Customer issue and associated feelings and opinions are identified
  • 1.2 Facts relating to the issue are determined using appropriate communication skills
  • 1.3 Workplace procedures and manufacturer or supplier policy relating to the issue are sourced and interpreted
  • 1.4 Further information is researched as required to confirm or clarify issue
  • 1.5 Rights and responsibilities of customer and workplace are determined and communicated to customer
2. Resolve or escalate the issue
  • 2.1 Implications of the issue for customer and workplace are analysed and determined, and suitable resolution options are identified
  • 2.2 Options for resolving the issue are explained and negotiated with customer according to workplace policies and procedures
  • 2.3 Information required to assist customer in evaluating service and product options that best meet customer needs is provided
  • 2.4 Complaints requiring attention from an external party are actioned by referring to appropriate person according to workplace procedures
  • 2.5 Where a resolution cannot be negotiated and agreed, issue is escalated to appropriate person
3. Document issue and outcome
  • 3.1 Record issue, outcome and customer feedback according to workplace procedures
  • 3.2 Report agreed outcome to appropriate person according to workplace procedures
No information
No information
Replaces
State Code National Code Title Type
WF025 AURAMA4005 Manage complex customer issues Unit of competency