Elements and Performance Criteria

Complaints may include matters related to personal interaction with customers, incorrect products, faulty products, charging/costing policy, delivery system failures, installation deficiencies and service delays

Customers
Customers may be regular or new and may have routine or special requests. They may include persons from a range of social, cultural or ethnic backgrounds and physical and intellectual abilities. Regardless, customers are made feel welcome, valued and, at end of the process, satisfied. Customer contact may be face-to-face, by telephone, by electronic means or in writing
Customer service may include enterprise activities, internal and external customers and follow-up in event of delays in service provision
Customer needs
These may include information regarding products or services available, quality of products or services, complementary products or services, enterprise facilities and services and location of specific items
Staff
Staff may be full-time, part-time or casual and vary in terms of staff training, product knowledge and in staffing levels, e.g. staff shortages. Staff may be operating in routine or busy trading conditions
Enterprise
Enterprises may vary in size, type and location, in range of merchandise and services provided and in delivery policies

Communication
Communications may be verbal, written, by telephone, by electronic or other available means
Information
Accurate records of information are completed and may be stored manually, electronically or by other means

Enterprise or equivalent policy and procedures relating to customer service and complaint handling processes
Enterprise or equivalent instructions related to legal implications of customer relations and complaints
A range of customers with complaints (real or simulated)

These may include enterprise policies and procedures relating to customer service, equipment and product manufacturer/component supplier specifications, enterprise operating procedures, industry/workplace codes of practice, customer requirements

Critical aspects of evidence

It is essential that competence in this unit signifies ability to transfer competence to changing circumstances and to respond to unusual circumstances in the critical aspects of:

accurately clarifying the nature and extent of complaint
identifying options for complaint resolution
resolving complaint to customer satisfaction
contributing to avoidance of further complaints
communicating effectively with others involved in or affected by the work

Underpinning knowledge
General knowledge of range of enterprise merchandise and services, location of departments/sections and telephone extensions of departments/sections
General operational knowledge of industry/workplace codes of practice in relation to customer service
Basic working knowledge of legislation and statutory requirements, including consumer law, trade practices and fair trading legislation

Working knowledge of enterprise policies and procedures in regard to:

customer service
dealing with difficult customers
allocated duties/responsibilities
Working knowledge of enterprise complaints handling procedures

Specific key competencies, underpinning and employability skills required to achieve the performance criteria
These include a number of processes that are learned throughout work and life, which are required in most jobs. Some of these are covered by the national key competencies, although others may be added. The details below highlight how these competencies are applied in the attainment of this unit.

Application of the key competencies in this unit are to satisfy the nominated level in which:

Level 1 - relates to working effectively within set conditions and processes;
Level 2 - relates to management or facilitation of conditions or processes; and
Level 3 - relates to design, development and evaluation of conditions or process.
How will the candidate apply the following key competency in this unit? The candidate will need to:

Collect, analyse and organise information

Collect, organise and understand information related to:

Technical literacy and interpretive skills to interpret and discern facts related to the customer complaint
Basic research and analytical skills to investigate and identify factors which caused/contributed to the complaint (Level 2)

Communicate ideas and information

Communicate ideas and information to:

Plain English literacy and communication skills in relation to dealing with customers and their complaints
Questioning and active listening skills, for example when obtaining factual information from excitable customers
(Level 2)

Plan and organise activities
Plan and organise activities to plan an approach to identify and resolve a complaint
(Level 2)

Work with others and in a team
Work with others and in a team by involving a designated officer if solution is not possible
(Level 2)

Use mathematical ideas and techniques
Use mathematical ideas and techniques when options/solutions are costed
(Level 2)

Solve problems
Establish diagnostic processes including basic conflict resolution skills for handling difficult or abusive customers, and greeting/farewelling techniques
(Level 2)

Use technology
Use workplace technology related to use of business technology to make changes to enterprise procedures
(Level 2)

Resource implications

The following are required:

a workplace or simulated workplace
enterprise or equivalent policy and procedures relating to customer service and complaint handling processes
enterprise or equivalent instructions related to legal implications of customer relations and complaints
a range of customers with complaints (real or simulated)
a qualified workplace assessor

Method of assessment
Consistency in Performance
It is preferable assessment reflects a process rather than an event and occurs over a period of time to cover varying circumstances. Evidence of performance may be provided by customers, team leaders/members or other appropriate persons subject to agreed authentication arrangements

Context of assessment
Interdependent Assessment of Units
This unit may be assessed in conjunction with other units forming part of the job role or function
Elements of competence contain both knowledge and practical components. Knowledge components may be assessed off the job. Practical components should be assessed on the job or in a simulated work environment covering a range of customer types